Service Terms

Working with Pobl

These terms apply by default where no other agreement is in place, until project-specific terms are defined.

These terms set out how we work with clients and how we approach delivery. They provide a clear, shared understanding of expectations, without replacing a full contract where one is in place.

They are intended as a practical guide to how we collaborate, deliver work, and manage projects day to day.

How we work

We work as a digital partner, focusing on steady progress, clear communication, and delivering meaningful outcomes.

Work is typically delivered through a combination of:

• Ongoing support and improvement
• Defined projects or phases
• Agreed priorities managed collaboratively

We focus on applying time and expertise where it has the most impact, rather than working to rigid outputs.

Etiquette & Professionalism

We believe strong working relationships are built on respect, clarity, and professionalism on both sides.

We aim to create a working environment that is collaborative, calm, and focused on delivery. This means communicating clearly, being honest about timelines and challenges, and approaching work in a constructive way.

We treat our clients, their teams, and all stakeholders with respect at all times. In return, we expect the same approach when working with our team.

This includes:

• Clear and respectful communication
• Realistic expectations around timelines and delivery
• Timely feedback and decision-making
• A shared focus on solving problems, not assigning blame

We do not tolerate abusive, aggressive, or inappropriate behaviour towards our team under any circumstances.

Where challenges arise, we address them openly and professionally, with the aim of resolving issues quickly and maintaining a positive working relationship.

Scope of work

The scope of work is agreed at the start of a project or engagement, and may evolve over time.

This can include:

• Website design and development
• Ongoing support and maintenance
• Digital marketing and optimisation
• Technical integrations and data work

For larger or one-off pieces of work, a separate scope or proposal may be agreed.

Time and delivery

Where work is delivered on an ongoing basis, it is typically structured around an agreed allocation of time.

• Time is used flexibly across design, development, content, and support
• Priorities are agreed collaboratively
• Work is managed through a shared workflow or project board

If work is likely to exceed the agreed allocation, we will always discuss this in advance before proceeding.

Communication and collaboration

Strong working relationships are built on clear and open communication.

We ask clients to:

• Provide timely feedback and approvals
• Share information needed to progress work
• Make key stakeholders available when required

In return, we:

• Communicate clearly and regularly
• Flag risks or changes early
• Keep work aligned with agreed priorities
  Changes and flexibility

Projects and priorities can change. We approach this collaboratively.

Where changes affect scope, timelines, or effort:

• We will review the impact together
• Agree any adjustments before work continues
• Keep everything clear and documented

We aim to be flexible, while maintaining a structured and reliable delivery process.

Response and support

We provide ongoing support and respond based on the nature of the issue.

Critical issues are prioritised immediately (such as downtime)
High-priority issues are addressed quickly within active delivery capacity
Lower-priority requests are scheduled and managed through the workflow

Response times relate to acknowledgement and investigation, not full resolution, which depends on complexity and dependencies.

Payment and additional work

Payment terms are agreed at the start of an engagement.

Ongoing work is typically billed on a monthly basis
Invoices are payable within agreed terms
Additional work outside scope or allocation is discussed and agreed in advance

We aim to keep all commercial discussions straightforward and transparent.

Liability and responsibility

We deliver all work with appropriate care, skill, and expertise.

Neither party is liable for indirect or consequential loss, including loss of profit or data, except where required by law.

Each party is responsible for:

• The materials and content they provide
• Using deliverables appropriately
• Termination

Either party may end a working relationship with reasonable notice, as agreed at the start of the engagement.

On termination:

Work completed up to that point will be invoiced
Both parties will support a smooth transition where needed

Final note

These underlying terms are intended to support a clear, practical, and professional working relationship.

If anything is unclear, we encourage open discussion. Most things are best resolved through conversation rather than process.