Service Delivery Policy

1. Onboarding

Onboarding begins within 3 to 5 business days after payment and includes:

• a welcome email confirming your plan, term and start date;
• an onboarding questionnaire about your business, audience, goals and brand voice;
• a kickoff call by video or WhatsApp;
• collection of your brand assets (logo, colours, fonts, product images and footage);
• access requests through Meta Business Manager and TikTok Business Center.

Your term starts on the first day of onboarding. Your first content calendar is sent within seven (7) business days after we receive your completed questionnaire, brand assets and account access.

2. Monthly delivery schedule

• Content calendar: from the second month, each monthly calendar is sent for approval at least five (5) business days before the month starts.
• Posts and short-form videos: published according to the approved calendar and spread across the month, in the quantities included in your plan.
• Community management: comment replies on weekdays (Starter) or comment and direct message replies at least once a day, seven days a week (Growth and Pro).
• Ad campaigns (Growth and Pro): launched after ad materials are approved and ad account access is in place, monitored and optimised several times a week.
• Revisions: up to two rounds per deliverable, usually completed within two (2) business days of your feedback.

3. Reports by email

• Starter and Growth: a monthly performance report sent by email within five (5) business days after the end of each month.
• Pro: a performance report sent by email every two weeks.
• Strategy calls: one per month on the Growth plan; one every two weeks on the Pro plan, scheduled during our support hours.

Reports cover reach, engagement, follower growth, top-performing content and, for ad campaigns, spend, results and cost per result, using data from the platforms.

4. Communication and response times

You can reach us by email at contact@volrep-premium.com or by WhatsApp at +1 307 622 4791. Our support hours are Monday to Friday, 9:00 AM to 6:00 PM Mountain Time (US). We reply to messages within one business day.

5. Delays

Delivery dates depend on receiving your materials, access and approvals on time. If these are delayed, the affected deliverables are rescheduled within your term where possible. If a delay is caused by us, we catch up on the missing deliverables within the term or, if that is not possible, credit or refund their value as described in our Refund & Cancellation Policy.

6. Platform availability

We rely on third-party platforms such as Instagram, TikTok, Facebook and their advertising tools. We are not responsible for platform outages, policy changes or decisions such as ad rejections, but we will inform you and adapt the schedule where needed.

7. End of the engagement

At the end of your term or after cancellation, we send a final report, share all final deliverables in your shared folder, and remove our access to your accounts within ten (10) business days.

8. Premium access

Premium access is activated within 3 to 5 business days after payment. We send the login details for each user in your pack by email. Access remains available for the full period of your pack and ends automatically at the end of it, unless you agree in writing to renew.