This policy explains how VDHOSTS INTERNET PRIVATE LIMITED ("VD Hosts") starts and runs client engagements, so expectations are clear on both sides.
1. Before work starts
Every engagement starts with a signed agreement and an advance payment as set out in your proposal. Work begins once both are complete.
- Enquiry and discovery: we learn about your needs, usually through a call, at no charge.
- Proposal: a written proposal states the scope, deliverables, assumptions, timeline, team, price, currency, payment milestones and validity period.
- Agreement: the proposal is accepted through a written agreement (and, where personal data is involved, a Data Processing Agreement), signed by authorised people on both sides.
- Advance: the advance stated in the proposal is invoiced on signing and must be received before work begins.
2. Onboarding
We agree contacts on both sides, communication channels and frequency, and the access, accounts, documents and decisions we need from you. Delays in providing these can affect the timeline, and the agreement explains how.
3. During the engagement
- One named point of contact at VD Hosts.
- Regular written progress updates, including risks and delays.
- Work delivered in milestones, each demonstrated for your review.
- Credentials and access shared only through secure methods, never over chat in plain text.
4. Changes
Any change to scope, timeline or price is handled through a written change request that describes the change and its effect on cost and timeline. Changes are carried out only after your written approval.
5. Acceptance
Each milestone has acceptance criteria. You review deliverables within the period stated in the agreement and either accept them or list specific deviations from the agreed criteria, which we correct. Deliverables not reviewed within that period may be treated as accepted where the agreement says so.
6. Payment, handover and ownership
Milestone payments are invoiced as set out in the proposal (see our Payment and Billing Policy). On full payment we hand over source code, documentation and credentials for work made for you, as set out in our Intellectual Property Policy.
7. Support after delivery
Any warranty period and ongoing support are defined in the agreement or a separate support plan, with service levels as described in our Service Level Agreement.
8. Concerns
If you are unhappy with any aspect of an engagement, please raise it with your point of contact, or with management at contact@vdhosts.com. Formal complaints may be sent to our Grievance Officer at info@vdhosts.com.