Service Delivery Policy

Purpose

This policy describes, in plain language, how a Fanaar engagement actually runs — from onboarding through ongoing delivery — so clients know what to expect. It supplements, and does not override, the specific terms of your Master Services Agreement and Statement of Work.

Scope

Applies to all client engagements delivered under a signed Master Services Agreement.

Policy Statement

Onboarding

Engagements typically begin with a two-week discovery sprint — covering a business audit, competitor review, customer profiling, and goal alignment — before any Deliverable timeline begins.

Communication cadence

Depending on your Partnership Tier, you'll have a weekly WhatsApp check-in or a weekly video call with your lead consultant, supported by the wider Fanaar team relevant to your scope of Services.

Deliverables & approvals

Deliverables are governed by a shared content and campaign calendar, with review windows agreed in advance. Where you do not respond to an approval request within the agreed window, your project timeline will extend day-for-day, and after a reasonable period accompanied by a written reminder, a pending Deliverable may be treated as approved so your project keeps moving — consistent with Article 11 of your Master Services Agreement.

Change requests

Scope changes are handled through a Change Request Form. Where cumulative change requests in a given month exceed twenty percent (20%) of your Monthly Retainer's value, we may ask you to either compensate for the additional work pro-rata or consider upgrading your Partnership Tier, as set out in your Agreement.

Working with your inputs

Our strategic recommendations, KPI analysis, and reporting are prepared in reliance on the information and assets you provide. We are not obliged to independently audit that information, and the reliability of our output depends materially on the completeness and accuracy of what we're given.

Third-party & force majeure dependencies

We are not liable for delays or issues arising from third-party platforms (such as Meta, Google, TikTok, or LinkedIn) or from events beyond our reasonable control, including those addressed under the Force Majeure article of your Agreement.

No guarantee of outcomes

As set out in our Website Disclaimer and Article 21 of your Master Services Agreement, Fanaar does not guarantee specific revenue, lead, sales, ROI, or ranking outcomes. We commit to a professional standard of care and diligence in how we deliver Services.

Client Responsibilities

• Designate one primary point of contact with authority to approve Deliverables and Change Requests.
• Provide requested assets, brand materials, and approvals within the agreed timelines — typically within five (5) Business Days of request.
• Engage with genuine two-way cooperation, given that timely delivery depends materially on it.

Fanaar's Responsibilities

• Deliver Services to the standard and timeline agreed in your Statement of Work.
• Communicate proactively about delays, risks, or scope changes.
• Escalate any commercial or operational risk to you promptly, rather than concealing it.