Service Delivery Policy

What this policy covers

This policy explains how Astoe Company delivers the work you pay for. It applies to every project, whether the payment was made by card, wallet or bank transfer, and it should be read with our Terms and Conditions and Refund and Cancellation Policy.

We ship no physical goods

There is no courier, no tracking number, no customs form and no delivery charge, because nothing physical ever leaves our office. What you buy is software and the files behind it, and all of it arrives over the internet.

If you ever see a charge described as shipping on an invoice from us, it is a mistake and you should query it.

What is delivered

• The working system, deployed and running where you asked us to put it
• The full source code, unlocked and unobfuscated
• The database, its structure and any starting data agreed in the scope
• Login details for the accounts created for the system, sent separately from everything else
• A short written walkthrough of the screens, and a live session with the people who will use it

How it reaches you

Usually we deploy it straight onto your own hosting, so the system is running in its final home on the day it is handed over. Alongside that you get the code as an archive or in a repository you control.

Passwords and keys never travel in the same message as the files. They go over a separate channel and we ask you to change them once you have them.

When it is delivered

The scope document carries the dates for each stage, and those dates are the ones we work to. A standard build with the usual eight modules reaches a first working version in about three to five weeks.

The clock starts on the later of two events: the day your first payment clears, and the day we have the content and the account access we asked for. It is worth being early with the second one, because it is the thing that most often decides whether a project lands on time.

What can delay a delivery

We tell you as soon as we know a date is at risk, and we tell you what is causing it rather than only that it has moved.

• Waiting on your data, your bill formats or an approval on your side
• A third party we do not control, such as a WhatsApp Business API approval, a marketplace developer account or a bank integration review
• Changes you ask for after the scope was approved, which are quoted with their own effect on the date
• Hosting or domain problems on an account we do not administer

Checking and accepting what we deliver

Each stage is handed over for you to try against the scope list. You have seven days to come back with anything that does not match it, and we fix those things as part of the stage rather than as new work.

If we hear nothing for seven days the stage is treated as accepted so the project can move on, which is not a trap: anything you find later that contradicts the scope is still a defect and is still covered below.

After the final handover

For 30 days after the final handover, anything that does not behave the way the approved scope said it would is fixed free. Report it by email or WhatsApp with a screenshot and the steps that led to it, and we will confirm the same working day.

New features, changes of mind and faults caused by edits made after handover are quoted as new work. Your system keeps running either way, because it sits on your hosting and belongs to you.

If we miss a date

A late delivery caused by us is our problem to fix, and if it runs more than thirty days past the agreed date you may cancel that stage and take a full refund of it under the Refund and Cancellation Policy. We would rather tell you about a slip four weeks early than explain one four weeks late.

How to reach us about this

Write to us in whichever way suits you. Anything sent about a policy, a payment or a refund is answered by a person, not a queue, and normally within one working day.