How engagements are structured
Every engagement begins with a diagnostic phase, typically four weeks. The diagnostic is scoped and priced separately from any delivery that may follow, and carries no obligation on either side to proceed further.
Where delivery follows, it is structured as phases with a defined gate condition on each. A phase does not begin until the preceding gate has been verified against the client's own source-system data.
What we commit to
- A named engagement team, disclosed at scoping, with any change notified in advance.
- A findings register in which every deficit is evidenced against a named data source and quantified.
- A published governance cadence — fortnightly steering, weekly workstream stand-ups, monthly reconciliation.
- A recommendation not to proceed, where the diagnostic does not support the proposed work.
- Documented standard operating procedures at handover, sufficient for the client team to operate the work unaided.
What we do not commit to
We do not guarantee a specific commercial outcome, and no figure in any proposal, report or case study should be read as a warranty of achievable performance. Outcomes depend on market conditions, asset characteristics, system capability and — materially — on the client implementing agreed actions within agreed timeframes.
Where a client does not implement an agreed action, we will record it in the risk register and continue with the remaining scope. We will not restate an outcome projection to accommodate an unimplemented dependency.
Fees and invoicing
Diagnostic phases are invoiced in full on commencement. Delivery phases are invoiced monthly in arrears against completed work, unless otherwise agreed in writing.
Invoices are payable within 30 days. Amounts overdue beyond 45 days may attract interest at 1.5% per month, and we may suspend work on written notice after 60 days.
Third-party costs — media spend, software licences, data subscriptions — are billed at cost and are the client's responsibility unless the engagement agreement states otherwise. We do not mark up media spend.
Cancellation and refunds
The table below sets out our standard position. Where an engagement agreement provides otherwise, that agreement governs.
| Circumstance | Notice | Fee position |
|---|---|---|
| Cancellation before diagnostic commences | Any time | Full refund of diagnostic fee |
| Cancellation during diagnostic | Written notice | Pro-rata refund for work not commenced |
| Cancellation after diagnostic delivered | Not applicable | No refund; findings register remains the client's |
| Client terminates delivery phase | 30 days written | Fees payable to end of notice; no further liability |
| We terminate for convenience | 30 days written | Pro-rata refund of any prepaid unworked fees |
| Termination for material breach | 15 days to remedy | Fees payable for work completed to termination |
Variation of scope
Scope changes are agreed in writing before work commences on them, with the fee and timeline impact stated. We do not absorb scope changes silently, and we do not invoice for work the client has not agreed in writing.
Confidentiality and publication
Client information is confidential and is not disclosed outside the engagement team without written consent. We publish case studies only with written client approval of the specific text and figures, and we anonymise on request.
Aggregate, anonymised findings may be included in published benchmark research. No client is identifiable in that research, and any client may opt out of inclusion at any point.
Data handling
Client data is processed under a data processing agreement forming part of the engagement agreement. Access is restricted to the assigned team, segregated by engagement, and revoked at handover. Data is deleted twelve months after engagement close, or earlier on client instruction.
Liability
Our aggregate liability under an engagement is limited to the fees paid under that engagement in the twelve months preceding the claim, except in respect of liability that cannot lawfully be limited. Neither party is liable for indirect or consequential loss.
This document was last reviewed on 1 September 2026. It is reviewed at least annually and whenever a change in our processing, contracting or technology makes a revision necessary. Questions about this document should be directed to legal@brandingbrandz.com.