Service Delivery Policy

1. Purpose and Application

This Service Delivery Policy describes the general working process Phics USA uses for professional digital projects. It applies together with the applicable proposal, quotation, invoice, service agreement, order summary, statement of work, email confirmation, or other written project documentation accepted by the customer (collectively, “Project Documents”).

Project Documents may establish terms that are specific to a particular project. If a Project Document expressly conflicts with this policy, the Project Document controls for that project to the extent of the conflict, subject to applicable law.

2. Services Covered

This policy may apply to projects within the following Phics USA service areas:

• Website & Digital Solutions
• Business Software Solutions
• Digital Marketing & Growth

Website descriptions present broad capabilities and examples. They do not create a commitment to provide every listed service or accept every project.

3. Inquiry and Project Review

A customer may begin by describing the project, goals, existing digital environment, desired outcomes, timing, budget, and other relevant facts. Phics USA may request additional information before determining whether the project is a suitable fit and whether a proposed approach can be prepared.

An inquiry, consultation, preliminary review, estimate, or discussion does not authorize work or require either party to proceed.

4. Scope and Project Documentation

Before paid work begins, the parties should confirm the material project terms through appropriate Project Documents. Depending on the project, these may identify:

• The services and deliverables included in the approved scope
• Customer and Phics USA responsibilities
• Pricing, deposits, milestones, and payment terms
• Estimated timing and important dependencies
• Review, revision, approval, and completion procedures
• Third-party platforms, subscriptions, licenses, or costs
• Material exclusions, assumptions, and project limitations

Work outside the confirmed scope is not included unless it is approved through a written change, revised invoice, additional Project Document, or other written authorization.

5. Invoice, Payment, and Authorization to Begin

Phics USA follows an invoice-first service model. Unless the applicable Project Documents state otherwise, work begins only after the scope and pricing have been confirmed, the required invoice or deposit has been issued, and cleared payment has been received.

Payment does not expand the approved scope. It authorizes Phics USA to begin or continue only the services described in the applicable Project Documents. Recurring or continuing services require clear written terms, including the applicable charges, billing schedule, service period, and cancellation method.

6. Project Start and Activation

A project start date may depend on cleared payment, receipt of required content and access, availability of necessary third-party systems, customer approvals, and scheduling capacity. A payment date is not automatically the delivery date unless that timing is expressly confirmed in writing.

Phics USA may provide onboarding instructions, an information request, an access checklist, or a project schedule after activation. Delays in receiving required customer materials may postpone the start date or require the project to be rescheduled.

7. Delivery Methods

Services are generally delivered remotely unless another method is confirmed in writing. Delivery may include email, virtual meetings, shared documents, website or platform configuration, account-based implementation, reports, file transfers, training, recommendations, or other methods appropriate to the approved scope.

On-site work, travel, physical delivery, or location-specific services are not included unless expressly stated in the applicable Project Documents.

8. Communication and Authorized Contacts

The customer should identify an authorized contact who can provide information, make decisions, approve work, and coordinate with relevant stakeholders. Phics USA may rely on instructions and approvals received from that contact or another person reasonably presented as authorized.

Important scope changes, approvals, payment terms, and delivery decisions should be documented in writing. Response times may vary with project complexity, workload, time zone, business hours, and the nature of the request unless a specific response standard is included in the Project Documents.

9. Customer Responsibilities

Timely and accurate customer participation is an important part of delivery. Depending on the project, the customer may be responsible for:

• Providing complete and accurate information, content, and instructions
• Supplying necessary account access through an approved secure method
• Obtaining internal approvals and coordinating customer stakeholders
• Maintaining lawful rights to supplied text, images, data, software, and other materials
• Purchasing or maintaining required third-party accounts, subscriptions, licenses, and services
• Reviewing work and providing consolidated feedback within agreed timeframes
• Maintaining appropriate backups of existing websites, systems, files, and business data
• Following applicable laws, platform rules, and responsible security practices

Customers should not send passwords, payment-card details, or other highly sensitive credentials through a general website contact form.

10. Timelines, Milestones, and Dependencies

Delivery timelines are estimates unless the applicable Project Documents expressly identify a date as fixed. Timing may be affected by customer feedback, approvals, change requests, payment, third-party platforms, technical dependencies, content availability, system access, or events outside the reasonable control of Phics USA.

If a customer delay materially affects scheduling, Phics USA may pause the work, revise milestones, move the project to the next available delivery window, or propose an updated scope and fee where additional work or remobilization is required.

11. Reviews, Approvals, and Completion

Projects may include review or approval stages. The customer is responsible for checking deliverables, testing relevant functionality, identifying material issues, and providing clear, consolidated feedback within any review period stated in the Project Documents.

A project may be treated as delivered or completed when the agreed work has been provided, deployed, transferred, demonstrated, or otherwise made available in the manner described in the Project Documents. Silence will not constitute acceptance unless the customer has expressly agreed to such a procedure in writing and it is permitted by applicable law.

12. Revisions and Change Requests

Included revisions, if any, are limited to those stated in the Project Documents. A change that materially alters the approved goals, deliverables, design direction, functionality, integrations, content, timeline, platform, or responsibilities may require additional review, pricing, payment, and scheduling.

Phics USA is not required to begin additional or changed work until the revised scope and any related payment have been approved and received.

13. Third-Party Platforms and Costs

Projects may depend on third-party hosting providers, domain registrars, software platforms, plugins, applications, advertising networks, payment processors, or other external services. Unless expressly included in the Project Documents, third-party charges, subscriptions, licenses, taxes, usage fees, advertising spend, and renewal costs are the customer’s responsibility.

Phics USA does not control third-party availability, pricing, policies, approvals, security, updates, outages, account decisions, or platform changes. References to third-party products do not imply endorsement, certification, authorization, or partnership.

14. Access, Data, Content, and Security

The customer should provide only the access and information reasonably necessary for the approved work. Access may be removed or changed after delivery where appropriate. The customer remains responsible for account ownership, internal access control, legal rights to supplied materials, and the accuracy of customer-provided data and content.

Unless ongoing backup, monitoring, maintenance, or data management is expressly included, Phics USA does not assume responsibility for permanent storage, continuous monitoring, disaster recovery, or long-term retention of customer systems, credentials, or project files.

15. Ongoing and Recurring Services

Maintenance, campaign coordination, reporting, platform administration, content updates, or other continuing services are provided only when confirmed in writing. The applicable Project Documents should identify the service period, included activities, recurring price, billing schedule, renewal or continuation terms, and cancellation method.

Completion of a one-time project does not create an obligation to provide continuing support, updates, monitoring, or management unless those services are separately approved.

16. Cancellations, Rescheduling, and Refunds

Cancellation, rescheduling, credits, and refund eligibility are governed by the applicable Project Documents and the Refund & Cancellation Policy. Amounts already earned, third-party charges, completed milestones, reserved capacity, and non-recoverable costs may affect any amount that may be refundable.

17. Suspension or Termination of Delivery

Phics USA may pause, limit, or end delivery where reasonably necessary, including for nonpayment, missing information, prolonged customer delay, unauthorized scope expansion, misuse, unlawful or unethical activity, security risk, abusive conduct, third-party restrictions, or a material breach of the applicable terms.

Where practical, Phics USA may provide notice and an opportunity to resolve the issue. Immediate suspension may occur when needed to protect accounts, systems, data, people, legal compliance, or business operations.

18. No Guarantee of Business Outcomes

Phics USA works to deliver the services and deliverables confirmed in the approved scope. Specific business outcomes are not guaranteed, including revenue, profits, rankings, traffic, leads, conversions, advertising performance, software adoption, operational savings, platform approval, or uninterrupted third-party service.

Outcomes may depend on customer decisions, market conditions, budgets, existing systems, available data, third-party platforms, customer participation, and other conditions outside the direct control of Phics USA.

19. Related Policies and Order of Precedence

This policy should be read with the Terms of Service, Privacy Policy, and Refund & Cancellation Policy, together with the applicable Project Documents.

If terms conflict, a signed service agreement or statement of work controls first, followed by the applicable proposal or order summary, invoice-specific terms, these website policies, and general website descriptions, unless applicable law requires otherwise.

20. Updates to This Policy

Phics USA may update this Service Delivery Policy from time to time. Changes will be posted on this page with an updated revision date. Changes do not retroactively alter Project Documents already accepted unless the parties agree otherwise or applicable law requires it.

21. Contact Us

For questions about service delivery or an active project, contact Phics USA at:

support@phicsusa.com