Service Delivery Policy
This policy explains how and when Edutain360, LLC(“Edutain360,” “we,” “our,” or “us”) delivers the work you have commissioned, what you receive, and what we need from you for a delivery date to hold.
It forms part of our Terms & Conditions and sits alongside our Payment Terms and Refund & Cancellation Policy. Where a signed Statement of Work says something different, that document governs for that project.
What We Deliver
Edutain360 delivers professional services and the digital deliverables those services produce. Depending on your project, that may include:
- Custom eLearning courses and modules
- Instructional design documents and storyboards
- Microlearning and adaptive learning content
- Learning games and interactive scenarios
- Learning videos and animation
- Performance-support tools and job aids
- Assessments, quizzes, and question banks
- Translated and localised versions of your learning
- LMS configuration, integration, and course deployment
- Consulting outputs such as audits, strategies, and curricula
The exact deliverables for your project are listed in your Statement of Work, milestone by milestone.
Nothing Is Shipped
We deliver everything electronically. No physical goods are shipped, so there are no shipping charges, no carriers, no tracking numbers, and no customs or import duties.
If a project ever requires something physical — printed workbooks, for example — it is quoted separately as a third-party cost, and its own delivery arrangements are confirmed to you in writing before we order it.
How Work Is Delivered
We deliver by the method agreed in your Statement of Work, which is normally one of:
- A secure link to a cloud folder or review environment, sent to your named project contacts;
- Direct upload into your LMS or platform, where you have given us the access to do so;
- A review platform for storyboards and drafts, where comments can be left in context; or
- Email attachment, for documents small enough to send that way.
Every delivery is accompanied by an email to your project contacts saying what has been delivered, which milestone it relates to, and the date your review window closes.
When Work Is Delivered
Every milestone in your Statement of Work carries its own written delivery date. Those dates are agreed with you before any work starts — we do not begin a project without them — and they are what we commit to.
Delivery dates are set from the date we have everything we need from you for that milestone (see section 07). Where a milestone depends on an earlier one, its date runs from your approval of the earlier milestone, not from the original project start.
Project length varies enormously with scope, so we do not publish a single turnaround figure that would be wrong for most projects. Your proposal gives the timeline for your project specifically, milestone by milestone, before you accept it.
What Counts as Delivered
A milestone is delivered when all of the following are true:
- The deliverable is completeEverything the Statement of Work lists for that milestone has been produced.
- It is accessible to youThe files or link have been made available by the agreed method, and you can open them.
- We have told youA delivery email has gone to your project contacts identifying the milestone and the review deadline.
Delivery starts your review window. It is not the same as acceptance — see section 09.
Formats You Receive
The formats for your project are specified in your Statement of Work. Commonly delivered formats include:
- SCORM 1.2 and SCORM 2004 packages
- xAPI (Tin Can) and cmi5 packages
- Responsive HTML5 output
- MP4 video, with captions and transcripts
- PDF documents and job aids
- Editable storyboards and design documents
- Image, audio, and graphic assets
- Source project files, where your agreement includes them
We confirm the target platform and version during scoping and test the output against it. If you need an additional format after a milestone is scoped, it is handled as a change request under section 12 of our Payment Terms.
Whether you receive editable source files, and the rights you hold in the deliverables, depend on your agreement — see section 07 of our Terms & Conditions. Ask us to put source files in scope during scoping if you want them.
What We Need From You
Delivery dates assume we have what we need. For most projects that means:
- Your existing content, source material, and any brand or style guidelines;
- Access to a subject-matter expert for questions, at the points agreed in the plan;
- Any platform access we need to build, test, or deploy, with working credentials;
- Licences or written permission for any third-party content you ask us to use; and
- Named reviewers with the authority to approve, and their feedback within the review window.
If something we need is outstanding, we tell you in writing what it is and what it is holding up. A delivery date moves out by the length of the delay, and we confirm the revised date to you in writing. We do not charge you for a delay you caused, and we do not let a date pass silently.
Review and Revisions
You have seven (7) business days from delivery to review a milestone and either approve it or send consolidated written feedback. A different window can be agreed in your Statement of Work.
Revisions within the agreed scope are included. The number of revision rounds is decided during scoping and recorded in your Statement of Work; two rounds per milestone is our usual default. We ask for feedback consolidated into one response per round, from your named reviewers, so that comments do not contradict each other.
Revision turnaround is confirmed when we acknowledge your feedback and depends on how extensive it is. Requests that go beyond the agreed scope are quoted as change requests rather than absorbed as revisions — our Payment Terms explain how that works.
Acceptance
A milestone is accepted when you tell us in writing that you approve it. Acceptance is what makes the milestone invoiceable, so it is always a deliberate step on your side.
If we receive no approval and no feedback within your review window, and we have sent at least one written reminder during it, the milestone is treated as accepted so the project can move on. You can ask for an extension at any point before the window closes and we will agree one in writing.
Only after acceptance do we invoice — see our Payment Terms.
If a Date Slips
If we expect to miss a delivery date, we tell you before the date, not after it, and the notice includes:
- Why the date is moving;
- A revised delivery date;
- What effect, if any, it has on the dates for later milestones; and
- Anything we need from you to hold the revised date.
You are not invoiced for a milestone that has not been delivered and approved, so a slipped date never costs you money. If a delay makes the project no longer workable for you, you can cancel under our Refund & Cancellation Policy.
Delays Outside Our Control
Some causes of delay are beyond either party's control — for example:
- Outages at a platform or hosting provider
- A third-party tool withdrawing or changing a feature
- Loss of utilities or connectivity
- Natural events and severe weather
- Government action or new legal restrictions
- Serious illness or other emergencies
Where one of these affects a delivery date, we tell you promptly, give you a revised date, and work around it where we can. Neither party is in breach for a delay caused by an event of this kind, and your payment obligations still relate only to milestones delivered and approved.
Access and Hosting
Unless your agreement includes hosting, deliverables are handed to you to host and run on your own platform. We provide them in the agreed format and will support your first deployment as described in your Statement of Work.
Download links we issue stay live for at least 30 days from delivery. Download and store your files within that period; we can reissue a link afterwards on request while we still hold the files.
Where we do host for you, the availability commitments, the hosting fee, and the billing frequency are set out in your agreement, and that service can be cancelled as described in section 13 of our Refund & Cancellation Policy.
Support After Delivery
We fix defects in delivered work. If a deliverable materially fails the specification agreed in your Statement of Work, tell us within 30 days of approval and we re-perform the work at no charge — section 09 of our Refund & Cancellation Policy sets out exactly how that works.
Content updates, new requirements, platform migrations, and other changes after acceptance are new work, quoted in the ordinary way.
Failed or Undelivered Files
If a delivery does not reach you — a link that will not open, a file that is corrupt, an email caught by a filter — email support@edutain360.com. We will:
- Acknowledge within one business day;
- Reissue the delivery by the same method, or by an alternative method if the first one is the problem; and
- Restart your review window from the date you can actually access the files.
A review window never runs against you on a delivery you could not open.
Changes and Contact
We may update this policy. The version on this page when you accept a proposal is the version that applies to that project. Material changes are reflected in the “Last Updated” date above.
