Service Delivery Policy

Service Delivery Information

1. Service Confirmation

For a directly purchasable service, once the order has been successfully placed and payment has been confirmed, our team will review the purchased service, its stated minimum scope, deliverables, and any information provided by the client. Most directly purchased services are initiated within 1–2 business days after payment confirmation and receipt of the information required to begin the work.

Where a project requires a customized scope that cannot reasonably be determined in advance, the service may be offered as a Consultation / Deposit / Quote Request rather than as a fixed-scope directly purchasable SKU. In such cases, the project scope, deliverables, pricing, and applicable timeline will be established through a quotation or Statement of Work (SOW). Work on the substantive project will begin only after the applicable SOW or quotation has been reviewed and confirmed by the client and any required payment has been received.

2. Service Delivery

Pinarl provides professional digital services, including Design, Development & IT, Marketing, and Video & Audio services.

All services are delivered electronically through email, secure download links, cloud storage, online collaboration platforms, project management systems, video meetings, client portals, or other mutually agreed digital communication channels. No physical products are shipped.

For directly purchasable services, the applicable service page or SKU will state the minimum service scope, applicable deliverables, and corresponding price before the customer places an order.

Depending on the service purchased, deliverables may include design files, source files, branding assets, marketing materials, websites, software, application code, technical documentation, reports, multimedia content, digital assets, research outputs, or other digital project materials specifically identified in the applicable service description, quotation, or SOW.

3. Project Timeline

Estimated delivery times vary depending on the service type, minimum scope, complexity, and specific requirements of the project.

For directly purchasable services, the applicable service page will provide the relevant estimated delivery timeframe where reasonably determinable.

For customized services, the delivery schedule will be specified in the confirmed quotation or SOW.

Delivery schedules may depend on the timely receipt of project information, branding materials, content, access, approvals, revisions, and feedback from the client.

If additional revisions, expanded requirements, client-requested changes, third-party dependencies, or other circumstances materially affect the original scope, the delivery schedule may be adjusted. Whenever reasonably possible, we will notify the client of significant changes to the expected timeline.

4. Client Responsibilities

Clients are responsible for providing complete, accurate, and timely information necessary to deliver the purchased service.

Depending on the service, this may include:

  • Project requirements and instructions

  • Branding materials and content

  • Files and reference materials

  • Required account or technical access

  • Contact information

  • Approvals and confirmations

  • Feedback and revision instructions

  • Other information specifically identified in the service description, quotation, or SOW

For customized projects, the client is responsible for reviewing and confirming the quotation or SOW before work begins.

Delays caused by incomplete information, delayed approvals, unavailable access, missing materials, or changes requested by the client may affect the estimated delivery timeline.

5. Revisions

Where revisions are included in a directly purchasable service, the applicable service page or SKU will identify the included revision scope or applicable limits.

For customized projects, the number and nature of included revisions will be specified in the confirmed quotation or SOW.

Requests for additional concepts, features, functionality, research, deliverables, redesigns, or other work outside the published or confirmed scope may require additional fees and additional delivery time.

6. Service Availability

Our professional digital services are available to customers in many countries and regions, subject to applicable laws, technical availability, payment verification, regulatory requirements, sanctions restrictions, and operational limitations.

Certain services may be unavailable or restricted in particular jurisdictions where providing the service would be prohibited or subject to applicable legal, regulatory, technical, or business restrictions.

We may decline a service request where the requested activity is unlawful, violates applicable third-party platform rules, involves unauthorized access or data use, or otherwise falls outside our permitted service scope.

7. Service Fees

For directly purchasable services, the applicable service page or SKU will clearly state the minimum service scope, included deliverables, and corresponding price before payment is initiated.

Where the complete project scope cannot reasonably be determined before consultation, the service will be offered as a Consultation / Deposit / Quote Request or similar preliminary service rather than as a fixed-scope service with an unspecified deliverable.

For customized projects, the applicable quotation or SOW will identify the agreed scope, deliverables, pricing, and other applicable project terms. Payment for the substantive customized service will only be initiated after the applicable quotation or SOW has been confirmed by the client.

Customers are responsible for reviewing the applicable service scope, deliverables, pricing, and terms before making payment.

Applicable taxes, sales taxes, or other government charges may be collected where required by applicable law.

8. Project Delays

We make reasonable efforts to complete services within the applicable estimated or agreed timeframe. Delivery schedules may occasionally be affected by project complexity, client response times, requested revisions, technical issues, third-party service interruptions, scheduled maintenance, force majeure events, public holidays, cybersecurity incidents, internet connectivity issues, or other circumstances beyond our reasonable control.

For customized projects, any material changes to the agreed scope or requirements may also require an adjustment to the original delivery schedule. Where reasonably possible, we will communicate such changes to the client.

9. Customer Support

If you have questions regarding your service scope, deliverables, payment, delivery schedule, revisions, project requirements, or project status, please contact our customer support team.

We are committed to maintaining clear communication and providing professional assistance throughout the service process.

Company Information

Company Name: Pine & Pearl Ltd

Company Address: Flat 10, Arbor House, 6 Station Road, Orpington, England, BR6 0RY

Customer Support Email: [email protected]