Customer policy
Delivery Policy
Our services are delivered according to the scope, milestones and estimated timeline in the client's accepted quotation or service agreement.
Effective date: 28 August 2026
Services are supplied by the Octothorp entity identified in the client's quotation or invoice. This policy applies to delivery by both Octothorp ZA and Octothorp LLC.
Indicative delivery estimates
These are planning estimates, not universal guarantees. The written quotation confirms the estimate for each engagement.
- Small brochure-style websites
- About 10 business days
- Larger websites
- Approximately 3 to 5 weeks
- Custom-system MVP
- From 4 weeks
- Production-grade custom systems
- From 12 weeks
- Consulting and assessments
- About 3 business days for initial findings
- Maintenance and support
- Initial response within 1 business day
A support response means acknowledgement and an initial assessment. Resolution time depends on severity, complexity, required access and third-party dependencies. Emergency response times require a separately agreed service level.
When the delivery period begins
Unless the quotation states otherwise, scheduling begins after:
- the quotation or proposal has been accepted;
- the required deposit or first payment has cleared;
- the agreed scope and primary contacts are confirmed; and
- the client has supplied the content, access, decisions and materials required to start.
Client dependencies and delays
Delivery estimates assume timely client feedback, approvals, content and access. If these are delayed, the schedule may move by a corresponding or reasonably necessary period. Octothorp will provide notice of material delays and a revised estimate where practicable.
Scope additions, new integrations or material changes require written approval and may affect both price and delivery.
Handover and acceptance
Depending on the project, handover may include a deployed website or system, files, source-code access, documentation, credentials, training or another method stated in the quotation. Client-specific ownership transfers only after cleared full payment unless a written agreement provides otherwise.
The client should review each milestone or final delivery within the review period in the quotation and report material differences from the agreed scope. Silence does not remove rights that cannot lawfully be excluded.
Post-launch support
Unless the quotation states otherwise, Octothorp provides a 30-day defect-correction period for reproducible defects where the delivered work does not materially match the accepted scope. New features, content changes, third-party failures and client-caused issues are not defect correction.
Ongoing maintenance and support may be arranged in three-month increments, monthly intervals or another period set out in a separate agreement.
Delivery questions may be sent to support@octothorp.co.za.