Client Service Agreement

About this agreement

Each Nexora project is delivered under a Client Service Agreement issued with the proposal. The structure below is the exact template used; the specific values are completed for your project before signature.

The agreement becomes binding on written acceptance or on payment of the deposit, whichever comes first.

1. Client information

Registered company name, trading name, registered address, company or VAT registration number, and country of operation.

Primary contact: name, role, email and phone, together with the named decision-maker authorised to approve deliverables and invoices.

Billing contact and invoicing details where these differ from the primary contact.

2. Project description

A written summary of the business, its market, and the objective the digital solution must achieve — for example generating qualified enquiries, enabling online booking, or replacing a manual process.

The measurable outcomes used to judge success, and any fixed constraints such as a launch date, brand guidelines or regulatory requirements.

3. Selected package

The agreement names the selected package — Starter, Business or Premium — and reproduces its inclusions exactly as published on the Services page at the date of the proposal.

Starter: a professional presence with clear structure, responsive build and a reliable contact path.

Business: Starter plus commercial mechanics such as booking or lead systems, deeper content architecture and AI-assisted features.

Premium: Business plus automation, system integrations, advanced performance work and an extended support window.

Any feature added beyond the selected package is listed separately as a scope addition with its own fee.

4. Scope of work

An itemised list of every page, template, feature, integration and automation included in the engagement.

An explicit exclusions list stating what is not included, so both parties share the same expectation.

The change-request procedure: any addition is described, quoted and approved in writing before work on it begins, with its impact on the timeline stated at the same time.

5. Deliverables

Discovery output: requirements document, sitemap and content plan.

Design output: interface designs for all agreed templates, responsive behaviour and the component system.

Build output: the fully implemented, responsive, tested solution deployed to a live environment.

Handover output: source files, repository access, deployment configuration, documentation and a recorded walkthrough session.

6. Timeline

A milestone schedule with dates for discovery, design review, build review, quality assurance, launch and post-launch support.

Indicative durations by package: Starter 2–3 weeks, Business 4–6 weeks, Premium 8–12 weeks, measured from deposit and full content handover.

The client feedback window at each review point, normally five business days, and the effect of exceeding it.

7. Payment schedule

40% deposit on acceptance, which reserves production capacity and starts discovery.

A mid-project milestone invoice on approval of the design phase, as stated in the proposal.

Final balance due on completion and before launch to production and transfer of ownership.

Invoices payable within 14 days. Third-party costs are billed at cost or purchased directly by the client. All amounts exclude applicable taxes.

8. Revision limits

Starter: two consolidated revision rounds. Business: three. Premium: unlimited revisions within the agreed scope and timeline.

Each round is one consolidated written set of feedback on the deliverable under review.

Revisions that change agreed direction or add functionality are handled as change requests, not as revisions.

9. Client approval process

Each milestone is presented for review with a clear list of what is being approved.

Approval is given in writing by the named decision-maker within the agreed feedback window.

If no response is received within ten business days of a review request, the milestone is treated as approved so the schedule can continue.

Approved milestones are locked; reopening an approved milestone is a change request.

10. Final delivery process

Pre-launch quality assurance across devices and major browsers, performance checks, accessibility review, analytics verification and form or booking testing.

Final balance settled, ownership of the final design and custom code transferred, and licences assigned to the client.

Deployment to production, DNS and domain configuration, and confirmation that all integrations operate live.

Handover of source files, credentials, documentation and a walkthrough session, followed by the support window included with the package. Ongoing retainers are available afterwards.

11. Confidentiality

Both parties keep commercial information, credentials and unreleased material confidential during and after the engagement. A separate mutual NDA can be signed on request before discovery begins.