How an engagement begins
These principles describe how we scope client work. The written proposal or service agreement accepted for your project establishes the binding deliverables, fees and responsibilities. If an accepted project agreement differs from this page, that agreement governs the project.
Scope and deliverables
Before work begins, agree the services, outputs, formats, milestones, review stages and acceptance criteria. Work outside that scope, including additional pages, campaigns, video versions or revision rounds, should be assessed and approved in writing with any change to fees or timing.
Fees and third-party costs
Fees, payment dates, taxes and any upfront payment are set out in the proposal. Advertising spend, software subscriptions, hosting, stock assets, production expenses and third-party charges should be identified separately where applicable. This page does not set a universal cancellation fee or refund policy; those arrangements must be stated in the project agreement.
Client inputs and approvals
Clients provide accurate business information, authorised assets, necessary access and timely feedback. Use secure access methods and avoid sharing passwords in public forms. Delays in materials or approvals may require a revised schedule. Each party should identify the person authorised to approve deliverables.
Creative rights and confidentiality
The project agreement should identify ownership of final deliverables, treatment of working files and pre-existing tools, and any third-party licence restrictions. Access to confidential information should be limited to what is needed for the work. Portfolio use of confidential or unpublished work should be agreed with the client.
Performance and dependencies
Marketing outcomes depend on the offer, market, budget, platform behaviour, website experience and sales follow-up. Rankings, AI citations, revenue, reach and lead volumes are not guaranteed unless an explicit measurable commitment is included in the accepted agreement. Reports should identify the measures and limitations relevant to the engagement.
Changes, pauses and completion
Either party should raise changes or concerns promptly. Notice periods, cancellation, refunds, handover and ongoing maintenance are agreed per project. Keep written records of approved changes and completed deliverables. Contact hello@upscalus.com to discuss the terms for a proposed engagement. Last updated: 31 October 2026.