Service Delivery Policy

Service Delivery Information

This Service Delivery Policy explains how Solths, operated by SITEALERA, INC., processes, performs, and delivers digital services to customers.

Solths provides digital services only. No physical goods are shipped or delivered under the services offered through this website. All services and deliverables are provided electronically through email, digital downloads, online platforms, or other agreed digital delivery methods.

The specific scope, deliverables, required customer materials, estimated completion time, file formats, included revisions, and applicable charges depend on the service description displayed on the relevant service page and any written project agreement confirmed by both parties.

1. Order and Service Confirmation

Once an order has been successfully placed and the applicable payment has been confirmed, Solths will review the selected service, order information, and project requirements provided by the customer.

Where additional information, materials, access, or clarification is required, we may contact the customer before work begins.

Most projects are initiated within 1–2 business days after payment is confirmed and all information and materials reasonably required to begin the project have been received and reviewed.

For customized or more complex projects, additional consultation, planning, technical assessment, scope confirmation, or project preparation may be required before work begins.

A project is considered ready to begin when the following applicable conditions have been satisfied:

The order and payment have been confirmed.
The customer has provided the project brief, instructions, and required materials.
Necessary technical information or authorized account access has been provided, where applicable.
Any outstanding questions concerning the project scope, deliverables, or requirements have been resolved.
Any necessary quotation, proposal, or customized project terms have been accepted.

Where a service requires an individually agreed scope, work will begin after the applicable requirements, deliverables, pricing, estimated timeframe, revision terms, and other relevant project conditions have been confirmed.

If required information is incomplete or clarification is necessary, the start date and estimated completion time may be adjusted accordingly.

2. Digital Services

Solths provides professional digital services in the following categories:

Development & IT
Logo Design
Video & Audio
Marketing
Writing & Translation

Depending on the service purchased, deliverables may include website development or modifications, software-related configurations, logo designs, visual assets, video content, audio files, marketing materials, campaign assets, written content, translations, reports, documentation, or other agreed digital deliverables.

Each service page should identify the specific work included in the applicable service package, the expected deliverables, the information or materials required from the customer, and any relevant technical or project limitations.

The exact deliverables are determined by the applicable service description, order details, quotation, proposal, or other written project agreement. Only the work and deliverables expressly included in the purchased service are covered by the stated price.

Additional functionality, deliverables, concepts, formats, or work outside the agreed scope may require a separate quotation and additional payment before the additional work begins.

3. Digital Delivery — No Physical Shipping

All Solths services and project deliverables are provided electronically. We do not ship physical products.

Depending on the nature of the service, completed work may be delivered through:

Email
Secure digital download links
Cloud storage
Online collaboration platforms
Project management systems
WordPress or another applicable website environment
Other electronic delivery methods agreed with the customer

The final file formats depend on the service purchased and will be specified on the relevant service page or in the confirmed project agreement. Depending on the service, formats may include PNG, JPG, SVG, PDF, DOCX, MP4, WAV, or other suitable digital formats.

These examples are illustrative only. A particular format, editable source file, additional version, or alternative export is included only when stated in the applicable service description or separately agreed in writing.

For services involving direct implementation, such as website development, technical configuration, or digital marketing work, delivery may occur directly within the customer’s website, account, or applicable online environment rather than through the transfer of separate files.

Where source files, editable project files, additional formats, or supporting documentation are included, the applicable service page or written agreement will identify those deliverables. Customers should not assume that source files or additional formats are included unless expressly stated.

4. Project and Delivery Timeframes

Estimated completion times depend on the service purchased, project scope, complexity, deliverables, revision requirements, and availability of the information necessary to perform the work.

The estimated completion time for a specific service should be stated on the relevant service page or communicated through a quotation, proposal, order confirmation, or other written project communication.

Unless expressly stated otherwise, the project timeframe begins after payment is confirmed, all required customer materials have been received, necessary access has been provided, and outstanding scope questions have been resolved.

Project timelines may depend on receiving required materials from the customer, including content, images, brand information, technical details, website access, approvals, and feedback.

If additional work or material changes to the original scope are requested, the estimated completion date may be revised. Any significant adjustment resulting from additional work will be communicated to the customer before the additional work proceeds.

Where reasonably possible, we will communicate significant changes affecting an expected delivery timeframe.

Any timeframe displayed on a service page should be treated as an estimate unless the service description or written agreement expressly identifies a guaranteed completion date.

5. Customer Responsibilities

Customers are responsible for providing accurate and complete information reasonably necessary for us to perform the purchased service.

Depending on the project, required information may include:

Project specifications and instructions
Brand guidelines
Logos, images, or other visual materials
Written content and source materials
Website or WordPress access
Relevant technical information
Required approvals and decisions
Feedback and revision requests
Preferred file formats or platform requirements, where relevant
Other materials identified as necessary for the project

The specific materials required will depend on the service purchased and should be identified on the relevant service page or confirmed during project onboarding.

Customers are responsible for ensuring that they have the appropriate rights or permissions to provide and authorize the use of materials submitted to Solths for their project.

Customers should provide account credentials or system access only where reasonably necessary for the applicable service. Where possible, customers should use secure methods to share access information and revoke temporary access when it is no longer needed.

Customers are responsible for maintaining appropriate copies of original materials and providing timely responses to reasonable requests for clarification, feedback, or approval.

Delays caused by missing or inaccurate information, unavailable access, late feedback, or delayed approvals may affect the project schedule.

6. Revisions

Where revisions are included in a purchased service, they will be provided according to the applicable service description, service package, or agreed project scope.

The number of included revision rounds must be specified on the relevant service page or in the confirmed project agreement. Customers should review the applicable revision allowance before purchasing a service.

A revision means a reasonable adjustment to the original deliverable that remains within the agreed scope and is based on the original project requirements. Customers should submit clear and consolidated feedback through the communication channel used for the project.

Revision requests should remain within the original project requirements.

Included revisions do not automatically cover:

Additional concepts or deliverables not included in the purchased package.
Substantial redesigns or a complete change of creative direction.
Additional website pages, features, integrations, or functionality.
Significant changes to the original brief after work has started.
New content, campaigns, translations, or media assets outside the agreed scope.
Additional file formats, editable source files, or versions not included in the service.
Reworking previously approved deliverables because of newly introduced requirements.

Requests for additional concepts, substantial redesigns, additional website pages, new functionality, expanded content, additional marketing requirements, or other work outside the agreed scope may be treated as additional services.

Where a request exceeds the included revision allowance or materially expands the original scope, we will explain the additional work, any applicable fee, and the potential effect on the completion time before proceeding.

Additional work will not begin until the customer has approved the applicable changes and any additional charges.

7. Service Pricing and Charges

Prices for standard services are displayed on the applicable service page or during the ordering process.

For customized projects, pricing may be provided through a quotation, proposal, or other written communication before the customer confirms the applicable work.

Customers should review the applicable:

Service description
Project scope
Included deliverables and quantities
Required customer materials
Final file formats or implementation method
Estimated timeframe
Number of included revision rounds
Modification limits
Price and any applicable taxes or charges

before placing an order or approving a customized project.

The displayed price covers only the work and deliverables expressly included in the purchased service.

Additional charges may apply to requests such as extra revision rounds, additional concepts, new deliverables, additional pages or functionality, expanded project scope, additional file formats, editable source files, or other work not included in the original package.

Where additional charges are required, we will communicate the proposed fee and obtain the customer’s approval before starting the additional work. Optional additional work will not be treated as approved solely because it has been discussed or requested.

If the customer does not approve the additional charge, the project will remain limited to the originally purchased scope, subject to the applicable service terms.

Any applicable taxes or other charges required by law will be handled in accordance with applicable requirements.

8. Project Delays

We make reasonable efforts to complete services within the estimated timeframe communicated to the customer.

A project may be delayed by circumstances including:

Missing or incomplete customer information
Delayed customer feedback or approval
Changes to the original project scope
Additional revision requests
Increased project complexity
Technical problems
Third-party hosting or software issues
Plugin, API, platform, or external service interruptions
Cybersecurity or infrastructure incidents
Public or bank holidays
Events outside our reasonable control

Where a material delay becomes known, we will make reasonable efforts to inform the customer and provide an updated estimated timeframe where appropriate.

A delay caused primarily by missing customer information, access, materials, feedback, or approvals may result in an adjustment to the project schedule.

If additional work requested by the customer affects the original delivery estimate, we will communicate the revised timeframe and any applicable additional fee before proceeding with the expanded scope.

9. International Service Availability

Solths is operated by SITEALERA, INC., with the following business address: 131 Continental Dr, Suite 30S, City of Newark, County of New Castle, Delaware 19713, United States.

Our digital services may be made available to customers in multiple countries, subject to applicable laws, payment availability, technical requirements, and service restrictions.

We may decline or discontinue a service where providing that service would violate applicable law, regulatory requirements, sanctions requirements, our Terms of Service, or other legitimate operational restrictions.

Availability of a payment method in a particular country does not necessarily mean that every service is available in that jurisdiction.

Customers are responsible for ensuring that the information and materials they provide may lawfully be used for the requested project in their relevant jurisdiction.

10. When a Service Is Considered Delivered

A service may be considered delivered when the agreed deliverables have been completed and made reasonably accessible to the customer through the applicable electronic delivery method.

This may include when:

Digital files are sent to the customer’s provided email address.
A download link is provided for the agreed deliverables.
Files are made available through an agreed cloud or collaboration platform.
Agreed website or WordPress work has been implemented.
Marketing materials, written content, translations, video, or audio deliverables have been supplied.
Agreed configurations or technical changes have been completed in the relevant digital environment.
Another agreed digital deliverable has been made reasonably accessible to the customer.

Where the service involves direct implementation within a website, WordPress installation, account, or other digital environment, completion may be determined by completion of the agreed implementation scope rather than delivery of separate files.

The delivery method and expected deliverables should be identified in the relevant service description or written project agreement.

Customers should contact us promptly if they experience difficulty accessing an expected deliverable or believe that an agreed deliverable has not been supplied.

This section does not eliminate any applicable contractual obligations, agreed revision rights, or statutory rights that cannot lawfully be excluded.

11. Delivery Information Provided by Customers

Customers are responsible for ensuring that email addresses, website information, account details, and other digital delivery information supplied to us are accurate and accessible.

If delivery cannot be completed because incorrect information was provided, we may request corrected information before attempting delivery again.

Customers should check that they can access the email account, file-sharing platform, website, or other electronic delivery method agreed for the project.

If a download link is unavailable, a file is corrupted, or an agreed deliverable cannot be accessed, customers should contact [email protected] and provide their order number and a description of the problem.

We will review reasonable delivery-related issues and provide appropriate assistance in accordance with the service purchased and applicable terms.

Customers should also maintain appropriate backups of final files or other deliverables after successful delivery where applicable.

12. Cancellations and Refunds

Cancellation and refund requests are governed by our Cancellation & Refund Policy and the applicable service terms.

Eligibility may depend on factors including whether work has started, the amount of work already completed, whether the service has been delivered, the scope of the purchased service, and the circumstances of the request.

Where a customer requests cancellation after work has begun, the request will be reviewed in accordance with the applicable Cancellation & Refund Policy, the work performed, and any legal requirements that apply.

Any limitations on cancellation or refunds will be subject to applicable consumer protection laws and other mandatory legal rights. Nothing in this Service Delivery Policy is intended to restrict statutory rights that cannot lawfully be excluded.

13. Customer Support

Customers may contact us regarding:

Service requirements
Existing orders
Project status
Delivery schedules
Required materials
Digital delivery
Final file formats and deliverables
Included revisions and modification limits
Additional work or proposed charges
Technical issues relating to an agreed service
Cancellation or refund requests

When contacting us regarding an existing order, customers should provide sufficient order or project information to allow us to identify and review the request.

We aim to respond to customer inquiries within 24–48 business hours. Response times may vary during periods of high inquiry volume or when additional information is required to investigate a request.

Any additional work or chargeable changes discussed with customer support must be confirmed before they are treated as approved project additions.