Service Delivery Policy

This policy sets out how Metric House LLC delivers what a Client has engaged us to do: how an engagement starts, when Deliverables are issued, how they are reviewed and accepted, what reporting the Client receives and what happens at handover. It forms part of our Terms & Conditions and should be read with our Refund & Cancellation Policy.

Work begins once the Scope of Work is signed, any advance payment has cleared and our client due-diligence checks are complete. We aim to issue a Scope of Work within five business days of receiving a complete brief.

• Kick-off. A kick-off session is held within five business days of signature, at which we confirm objectives, owners, review dates and reporting cadence.
• Access. The Client provides access to advertising accounts, analytics, e-commerce platform and brand assets. Delivery dates assume this access is granted at kick-off.
• Working hours. Work is performed on business days, Monday to Friday, excluding United States federal public holidays.

The Scope of Work states the dates that apply to a particular engagement. The table below is indicative only, and runs from kick-off, assuming the agreed access and inputs have been provided.

Every Deliverable is submitted against the acceptance criteria recorded in the Scope of Work, together with a note of what was produced and any assumptions made.

1. We issue the Deliverable to the Client contact named in the Scope of Work.
2. The Client has a review period of five business days, unless the Scope of Work states otherwise, to accept it or return consolidated written comments.
3. Where comments fall within the agreed scope, we revise the Deliverable at no additional cost. One round of revision is included unless the Scope of Work provides for more.
4. A Deliverable is deemed accepted if no written comments are received within the review period, or if it is put into use by the Client.

Comments that go beyond the agreed acceptance criteria are treated as a change request and handled under change control below.

Changes to scope, deliverables, timelines or fees take effect only when recorded in writing and agreed by both parties. We will set out the effect of a requested change on the timeline and the fee before any additional work starts, so nothing is billed that has not been agreed in advance.

Where we manage live campaigns, the standing delivery commitments are:

• campaigns monitored on every business day, with budget pacing checked against the agreed plan;
• material performance changes and platform issues flagged to the Client within one business day of being identified;
• a written report each month, reconciling performance to the Client's own revenue figures; and
• a review call at the cadence stated in the Scope of Work.

Advertising platforms occasionally suspend accounts, change policies or alter delivery without notice. We will escalate and work to resolve such issues, but we do not control platform decisions and cannot guarantee an outcome or a timescale for their resolution.

• Client dependencies. Where access, assets, approvals or information we have requested are outstanding, the affected Deliverable and any dependent milestone move by the corresponding period. We will confirm any such change in writing.
• Our delays. If we expect to miss an agreed date, we will tell the Client as soon as we know, explain why and propose a revised date.
• Events outside reasonable control. Neither party is liable for delay caused by events outside its reasonable control, including platform outages and third-party supplier failure.

Advertising, analytics and e-commerce accounts remain the property of the Client throughout. Where practical we work inside the Client's own accounts rather than our own, so that access, history and data stay with the Client at all times.

On completion or termination of an engagement we remove our team's access, hand back administrative rights, and provide the working files for Deliverables that have been paid for. Ownership of bespoke Deliverables passes to the Client on payment in full, as set out in our Terms & Conditions.

Every engagement has a named point of contact. Enquiries sent to info@metrichouse.net or raised on +44 7710 780963 during Monday – Friday, 09:00 – 18:00 (Mountain Time) are acknowledged within one business day. If a delivery concern is not resolved to the Client's satisfaction, it can be escalated to the company's management using the same address, and we will respond substantively within ten business days.