Service Policy

Free strategy calls and demos

Strategy calls and demos are free and carry no obligation. We never ask for payment details to book one. You can reschedule or cancel at any time using the link in your confirmation email, or by replying to it.

Proposals, scope and fixed pricing

Before any work starts, you receive a written proposal setting out the scope, deliverables, timeline, price and payment schedule. The price is fixed for the agreed scope, so you know the total before you commit. Proposals are valid for 30 days unless they say otherwise.

No work begins, and nothing is charged, until you have accepted the proposal in writing.

Payment schedule

Most projects start with a deposit that reserves your start date, followed by milestone payments as agreed stages are completed, with the final payment due at launch or handover. The exact amounts and dates are in your agreement. We accept card payments and bank transfers, and every payment comes with an invoice.

If an invoice becomes overdue, we may pause work or handover until it is settled, and we will always tell you before we do.

How a project runs

Every project follows the same clear sequence, so you always know where things stand:

• Discovery: we map your goals, workflow and requirements.
• Design or prototype: you review the screens or a clickable prototype and approve them before we build.
• Build: we build in stages and share regular progress updates.
• Testing: we test on real devices and browsers, and you review the result.
• Launch and handover: we go live, then hand over the code, data, domains and accounts, with a walkthrough for your team.

Timelines

Your timeline is agreed in writing as part of the proposal. It depends on us receiving content, feedback, approvals and access when needed. If anything puts the timeline at risk, on either side, we tell you promptly and agree a revised plan with you.

Revisions and change requests

Designs and prototypes include the rounds of revisions stated in your proposal. Requests that fall outside the agreed scope are welcome; we quote them separately and in writing, and never bill for extra work you have not approved.

Communication and support

You have a named point of contact throughout your project. We reply to messages within one business day, and usually much sooner. You can reach us by email at hello@ownit24.com, by phone or on WhatsApp.

Launch, handover and ownership

On launch and receipt of final payment, ownership of the deliverables, source code, data, domains and accounts we created for you transfers to you, as set out in our Terms of Service and your agreement. You receive documentation and a walkthrough so your team can use and maintain the system with confidence.

After launch

If something we built does not work as agreed, tell us and we will fix it at no charge within the post-launch support period stated in your agreement. New features and changes after launch are quoted separately, or covered by a care plan if you have one.

Hosting and care plans

Hosting, monitoring, backups, security updates and small changes are available as optional care plans. Care plans are billed monthly, run month to month and can be cancelled at any time; cancellation takes effect at the end of the current billing period. You keep full ownership of your system and data whether or not you have a care plan.

Third-party services and costs

Some systems rely on third-party services, such as domain registrars, hosting, payment processors, SMS and WhatsApp messaging, AI model usage or app subscriptions. Wherever possible these accounts are set up in your name, and their fees and terms are between you and the provider. Any third-party costs we pay on your behalf are listed in your proposal or invoiced at cost.

Pausing or cancelling a project

You can pause or cancel a project at any time by telling us in writing. We stop work promptly, invoice only for work completed up to that point, and hand over everything completed once it is paid for. How payments are treated when a project is cancelled is explained in our Refund Policy.

Changes to this policy

We may update this policy as our services change. The date above shows the current version. Changes do not affect projects already agreed in writing.

Contact us

Questions about how we work? Email hello@ownit24.com and we will be glad to help.