Service Delivery Policy

1. Nature of what we deliver

Every service we sell is a professional digital service, delivered electronically. There is no physical product, no shipping, and no delivery address required. Deliverables reach you as:

• A live website published to a domain you own
• Account credentials sent by email to the address on your order
• Files, exports and documentation sent by email or secure link
• Campaign accounts and reports shared with your Google account

2. Standard delivery timeframes

Business days are Monday to Friday, excluding Ontario statutory holidays.

3. When the delivery clock starts

The build clock starts only when all three of these are in place:

1. You have approved the written quote and scope in writing.
2. The applicable payment or deposit has been received.
3. We have the content we asked for in the requirements email — text or key facts, logo, images, and access to your domain or hosting where applicable.

If one of these is outstanding, the project is on hold and the delivery date shifts. We tell you clearly when a project is on hold and what we are waiting for, rather than letting a date pass in silence.

4. The handover confirmation

When your website goes live you receive a confirmation email — this is the formal delivery of the service. It contains:

• The live website address
• Your WordPress administrator username and a temporary password to change on first login
• Your hosting and domain account details, registered in your name
• A page-by-page checklist confirming each page loads, each form submits to your inbox, the site renders correctly on mobile, and SSL is active
• A short screen recording showing how to edit text, replace images and add pages yourself
• The date your included support period ends

We ask you to reply confirming you received the credentials and that the website is working as agreed. If we hear nothing within 7 days, the project is treated as delivered and accepted.

5. Delays and what causes them

If a delivery date is at risk, we tell you before the date, with a revised date and the reason. The usual causes are:

• Content, logos or photos still outstanding from your side
• Delayed responses to review requests
• Scope changes requested mid-build
• Domain transfers or DNS propagation, which can take up to 48 hours and is controlled by registrars, not by us
• Hosting provider outages or third-party plugin faults
• Events outside reasonable control, including illness, power or network failure and platform outages

Where a delay is genuinely our fault and we miss a committed date by more than 3 business days without notifying you, you may cancel and receive a full refund under our refund and cancellation policy.

6. Support after delivery

Support windows run from the handover date: 14 days on Starter and Business plans, 30 days on Professional and eCommerce plans. During that window, defects in what we built are corrected at no charge, normally within one business day of you reporting them. Support requests go to support@digitaldotstechnologies.dev.

7. Monthly service delivery

Google Ads, SEO and care plan work is delivered continuously across each billing month, with a written report at the end of each month setting out what was done, what changed and what is planned next. Reports are emailed within 5 business days of the month end.

Contacting us about this policy

Questions, complaints or requests about this document can be sent to support@digitaldotstechnologies.dev, or by post to DigitalDots Technologies, 268 Charlton Avenue, Thornhill, Ontario L4J 6H1, Canada. You can also call us toll-free at +1 888 830 7610 between 9:00 and 18:00 ET, Monday to Friday. We answer every message within one business day.