Delivery & Support Policy

1. Nature of the services

DONELIX provides remotely delivered digital services. There is no physical delivery. Deliveries are made in digital format (files, documents, access) through agreed channels, 100% online, regardless of client location.

2. Delivery timelines

Timelines are counted in business days (Mon-Fri). Typical timelines: articles 48-72h; logo 72h; brand kit 5-7 days; basic website 5-7 days, Pro 10-14 days, Complete 14-21 days; automations 5-21 days by package; reports 48-72h; dashboards 5-7 days.

Timelines start on receipt of payment (initial or full as applicable) and all needed materials. If the client does not provide materials, the timeline is paused.

3. Revision process

All services include 2 revisions within scope. Includes: adjustments to text, tone, color, typography, or structure within what was agreed, and error correction. Does not include: concept change, new sections or pages, language change, or revisions after final approval. Revisions may be requested within 14 calendar days of delivery.

4. Approval and closure

Work is considered delivered when the final delivery is sent and the client approves it, or after 7 calendar days with no revision request. On approval (or once the period lapses), the remaining 50% is requested if applicable and ownership passes to the client.

5. Post-delivery support

Included periods: brand design 30 days (file usage); WordPress site 30 days (technical errors in delivered work); automations 15 days; dashboards 14 days; virtual assistant for the contract duration.

Covers errors caused by the delivered work and usage questions. Does not cover changes made by the client after delivery, platform updates that break functionality, new features, or third-party platform issues.

6. Channels and response times

Main channel: support@donelix.com. Hours: Mon-Fri. Maximum response: 24h on business days. Clients with an active retainer: additional channel with response under 4h during business hours.

7. Cancellations and refunds

Before starting: full refund. With work started: the initial 50% is not refunded and what's done is delivered. Completed work: non-refundable.

Right of withdrawal (EU): 14 calendar days from contracting, unless the service has already started with the consumer's express consent. By requesting immediate start, the client accepts losing withdrawal in proportion to the service already provided.