Delivery policy

Everything we sell is a digital service or a digital file. Nothing is shipped, nothing is posted, and there are no delivery charges of any kind. This policy explains how and when deliverables reach you, and forms part of our terms and conditions.

1. How delivery is made

Deliverables are sent to the email address on your order and, where the files are large, through a shared drive link that stays valid for 90 days. Recorded walkthroughs are supplied as a private, unlisted link. Instant downloads are released from the order confirmation page and by email immediately after payment clears. Everything is delivered in English.

2. When the delivery window starts

This is the part worth reading twice. The window does not start at payment. It starts on the first working day after we have received both:

• your completed intake brief, which we send within one working day of your order; and
• any account access the service requires, at the level stated in the brief.

We do it this way because the alternative — starting the clock at payment — would mean the window running out while we wait for something only you can provide. When both are in, the order status changes to “in progress” and you receive an email confirming the date the deliverable is due.

Working days are Monday to Friday, excluding public holidays in England and Wales. An order that becomes ready to start after 15:00 begins its window on the next working day.

3. Estimated delivery windows by service

The window shown on each service page is the one that applies to your order and is repeated in your cart, at checkout and on your order confirmation. As a guide:

These are the windows we commit to for fixed-price services, not averages — most orders arrive inside them. If the service page and this table ever differ, the service page governs.

4. Quoted and custom work

Timelines for quoted projects vary by request, and deliberately so: scope, the number of accounts or markets involved, how much material already exists and how quickly decisions come back all change the answer. We therefore do not publish a single window for them. Every written proposal states an estimated timeline for that specific piece of work, expressed in working days from the date the brief and access are received, along with any milestones. That estimate becomes contractual once you accept the proposal, and it is revised in writing — not silently — if the scope changes.

As a rough indication only, and without commitment: a strategy consultation is usually scheduled within five working days and the written summary follows within three working days of the session; larger plans and multi-market implementations typically run from two to four weeks. Ask us before ordering if timing is critical and we will tell you honestly whether we can meet it.

5. When the clock pauses

The window pauses whenever we are waiting on you — for the brief, for access, for an approval or for feedback — and restarts on the working day the missing item arrives. You are never charged for that waiting time, and we will tell you each time the clock stops and starts. If we have heard nothing for 60 days after a reminder, we close the order as delivered on the basis of what was produced, and you keep whatever was completed.

6. Revisions

One revision round is included with each fixed-price service. Send your notes within 14 days of delivery; we return the revised deliverable within three working days of receiving them, or sooner. A revision covers correction, clarification and adjustment within the original scope.

7. If we are late

If we are going to miss a window we tell you before it expires, with the reason and a new date. Where a delay matters to you, your rights are set out in section 10 of the refund policy: you may set a short additional period and, if we miss that too, terminate and receive a refund for the part not performed.

8. Non-delivery or a broken link

If a deliverable has not arrived by the due date, or a download or drive link does not work, email info@universalvisionlabs.com or call +44 7361 584215. Check your spam folder first — automated delivery mail occasionally lands there. We resend within one working day at the latest, and there is no charge for a resend.

9. Access, security and retention of your files

Access you grant us is used only for the service bought, held under multi-factor authentication, and revoked on delivery. We keep a copy of your deliverables for 24 months so that follow-up work has context, after which they are deleted. Ask us and we will delete them sooner. Keep your own copy: we are not your archive.

10. Geographic scope

Because delivery is digital, we serve clients anywhere we can lawfully trade, and work regularly with businesses in the United Kingdom, Belgium, the Netherlands and France. Nothing is subject to customs, import duty or shipping restriction.

Company and contact details

These details apply to everything on this page. They are also the details you should use for any formal notice.

The registered office is a correspondence address. All services are performed and delivered remotely; there is no walk-in office and no facility for visitors.