Shipping & service delivery.

1. What we deliver

Depending on the engagement, delivery may include consulting recommendations, process maps, technical plans, configurations, integrations, source code, websites, business applications, dashboards, documentation, training, support, or access to a hosted system. The applicable proposal or statement of work defines the actual deliverables.

2. Delivery methods

Digital work is normally delivered through one or more of the following:

• Deployment to an agreed hosting, cloud, website, or application environment.
• Transfer to a source-code repository, secure file-sharing service, client account, or project workspace.
• Email or secure link for documents, reports, exports, and training materials.
• Account, domain, platform, or administrative-access handover using a secure method.
• Remote or in-person workshops, demonstrations, training, and handover sessions.

For security, passwords and other sensitive credentials should be exchanged through an agreed secure channel rather than ordinary email.

3. Scheduling and estimated timelines

Timelines shown in the service shop are indicative delivery windows for the listed baseline scope, measured from an agreed start date—not from the date a package is added to the cart. Final start dates, phases, milestones, and target delivery dates are stated in the proposal or agreed project plan. A date described as an estimate is not a guaranteed deadline. We plan around the following:

• Receipt of any deposit or initial payment due before scheduling.
• Timely access to client systems, stakeholders, content, data, and decisions.
• Review periods, third-party approvals, procurement, and technical dependencies.
• Reasonable changes in scope agreed during the engagement.

We will communicate material schedule changes as soon as reasonably practical and provide an updated plan. If a client-caused delay is substantial, work may need to move to the next available delivery slot.

4. Client inputs and dependencies

Delivery relies on accurate, timely client inputs. The client is responsible for confirming that supplied content and data may lawfully be used, maintaining appropriate backups, designating decision-makers, and obtaining third-party permissions. We are not responsible for delay or rework caused by inaccurate material, inaccessible systems, missing permissions, or late decisions, though we will try to minimise the effect.

5. Review and acceptance

We will identify when a deliverable is ready for review and, where relevant, provide instructions or a demonstration. The client should test it against the agreed requirements and send one clear, consolidated response within the review period stated in the project agreement.

If no period is stated, a ten-business-day review period is a reasonable default. A deliverable is treated as accepted when the client:

• Approves it in writing.
• Launches, publishes, distributes, or puts it into routine operational use.
• Does not report a material failure against the agreed requirements within the review period.

Minor issues that do not prevent intended use do not delay acceptance and will be handled through an agreed correction list or support process.

6. Handover and ownership

At handover, we provide the access, files, documentation, or training included in scope. Unless the project agreement states otherwise, ownership of bespoke final deliverables transfers after related invoices are paid in full. Third-party services, open-source components, licensed assets, and Etkahn’s reusable tools remain subject to their own licence terms.

The client is responsible for securely storing handed-over credentials, recovery codes, files, and backups. We may remove our access after handover unless ongoing support requires it.

7. Training and service sessions

Remote session times are stated in Pakistan Standard Time (PKT, UTC+5) unless another timezone is shown. In-person sessions, travel, venues, and related costs must be agreed in advance. Clients should ensure the relevant attendees and working equipment are available. Recordings are made only when the participants agree and any required permissions are in place.

8. Physical items, where specifically ordered

If a project includes printed materials, equipment, or another physical item, the proposal will state the delivery address, carrier or collection method, expected dispatch time, shipping charge, risk transfer, insurance if any, and any geographic restrictions. The client is responsible for providing a complete address and for duties, taxes, customs clearance, or local charges unless the order expressly says otherwise.

Report visible shipping damage or a missing parcel promptly, with photographs and carrier information where available, so we can investigate. Custom or configured physical items may have different return rights stated before ordering.

9. Support after delivery

The proposal states any warranty, correction period, maintenance, monitoring, service level, response time, or support hours included. Unless agreed otherwise, support is handled during normal Pakistan business hours. New features, changes in business requirements, third-party platform changes, and issues caused by use outside the agreed environment are quoted separately.

10. Delays outside reasonable control

Neither party is responsible for delay caused by events beyond reasonable control, such as major network or cloud outages, natural disasters, civil disruption, government action, widespread cyber incidents, or failure of a critical third-party service. The affected party should communicate promptly, take reasonable steps to reduce the impact, and resume performance when practical.

11. Delivery concerns

Raise a concern with the project contact or email hello@etkahn.com. Include the project reference, deliverable, date, and a clear description. Cancellation, correction, and refund handling is explained in our Returns & Refunds Policy.