Service Delivery Policy

This Service Delivery Policy explains how NixoWeb Solutions Pvt Ltd ("Nixo", "we", "us") delivers professional web engineering services to clients ("you"). It covers project timelines, milestone structure, acceptance, and digital service delivery procedures. This policy applies to all service engagements including one-time projects and monthly retainer plans.

All services provided by NixoWeb Solutions Pvt Ltd are digital professional services delivered online. Services include but are not limited to: website design, web application development, DevOps setup, cloud architecture, performance optimisation, security hardening, API integration, and ongoing maintenance and support. No physical goods are shipped or delivered at any point.

All work is delivered digitally via one or more of the following methods: (a) Deployment to a staging or production server specified by the client; (b) Transfer of source code via Git repository (GitHub, GitLab, or Bitbucket); (c) Delivery of design assets, documentation, or reports via email or shared cloud storage; (d) Handover call and walkthrough via video conference. The specific delivery method for each engagement is agreed upon during the project scope phase.

Each project is governed by a Scope Document that defines specific milestones, deliverables, and expected timelines. Standard milestone structure is as follows: • Milestone 1 (Kickoff): Discovery, architecture plan, and design wireframes — delivered within 5–7 business days of advance payment receipt. • Milestone 2 (Mid-point): Core functionality built and deployed to staging environment — timeline defined per project scope. • Milestone 3 (Delivery): Final build deployed to production, documentation provided, and handover completed. Timelines may vary based on project complexity and are clearly stated in the Scope Document. Timelines are contingent on timely feedback and approvals from the client.

Work commences within 3 business days of receipt of the advance payment and a signed Scope Document. The client will receive a confirmation email with project start date, assigned engineer contact, and access to the project communication channel (email or Slack).

For monthly retainer plans, services commence on the billing date and are rendered on a rolling monthly basis. Clients on retainer plans receive: (a) A monthly work summary delivered by the 5th of the following month; (b) Ongoing access to the assigned engineer via email or Slack during business hours; (c) Emergency response within 4 hours for critical production issues (Growth Retainer and Dedicated Team plans). Unused retainer hours do not carry over to the next billing cycle unless agreed in writing.

Upon completion of each milestone, the client is notified via email and given 5 business days to review and accept or raise revision requests. Acceptance is deemed given if no feedback is received within 5 business days of delivery notification. Each milestone includes up to 2 rounds of revisions within the agreed scope. Revisions beyond scope or outside the revision rounds are billed separately at our standard hourly rate.

Timely delivery of our services depends on the client providing: (a) Prompt feedback and approvals at each milestone; (b) Required assets (logos, content, credentials, domain access) within agreed timeframes; (c) Responses to technical queries within 2 business days. Delays caused by late client inputs will extend project timelines accordingly and do not entitle the client to a refund or penalty against NixoWeb Solutions Pvt Ltd.

In the unlikely event that NixoWeb Solutions Pvt Ltd is unable to commence or complete a project due to internal capacity issues, we will notify the client within 2 business days and offer: (a) A revised timeline acceptable to the client; or (b) A full refund of any advance payments made. This is the sole remedy available to the client in such circumstances.

Some services may involve third-party platforms including cloud providers (AWS, GCP, DigitalOcean), domain registrars, or SaaS tools. Delivery timelines for elements dependent on third-party provisioning, approval, or availability are outside our direct control. We will communicate any such dependencies clearly in the Scope Document.

Every project plan includes a defined post-delivery support period (1–6 months depending on plan tier) during which bug fixes are provided at no additional charge. Issues raised outside the support period, or issues caused by client modifications, are billed at standard rates. For ongoing support beyond the included period, clients may subscribe to a retainer plan.

For any questions or concerns regarding project delivery, please contact us at mail@nixowebs.in. We aim to respond to all delivery-related queries within one business day.