Service Delivery Policy
Neve SMM · Version 1.0 · Last updated 9 October 2026
What we deliver, when, and how — so expectations are set before you buy.
How services are delivered
All services are delivered digitally: documents, reports, spreadsheets and source files sent by email or shared through a cloud folder. Nothing is shipped physically.
Timescales
- Onboarding — access requests and a kickoff call within 3 business days of your first payment.
- Audits and diagnostics — delivered within the number of weeks stated on the pricing page for that engagement.
- Monthly retainers — work runs continuously; a written report is delivered within the first 5 business days of the following month.
- Ad-hoc requests inside a retainer — acknowledged within 1 business day and scheduled into the current or next cycle.
What you receive
Every engagement includes a written scope before work starts, the deliverables named in that scope, and a named contact for questions. You own the deliverables outright once the corresponding invoice is paid.
What we need from you
Delivery depends on timely access to your social accounts, ad accounts, analytics and, where relevant, the footage and approvals we need from your team. If access is delayed, timescales shift by the length of that delay and we will say so in writing.
If something is late
If we are going to miss a stated date we tell you before the date, not after, along with a revised date. Persistent failure to deliver is grounds for cancellation under our Refund & Cancellation Policy.
Support
Questions go to [email protected]. We reply within 1 business day during Monday–Friday, 9:00 am – 6:00 pm ET.
Contact
Neve SMM · 8906 Madison Dr Tacoma, 98417 WC, United States