Service Delivery Policy

1. Overview

Xternal Media provides digital marketing, advertising and website development services. We do not sell, ship or deliver any physical products. This policy serves as our shipping and delivery policy and explains exactly how the services you pay for are provided.

When you pay Xternal Media, you are paying for professional services — strategy, campaign setup and management, creative work, store development, optimisation and reporting — as defined in the written proposal, quotation or agreement (the “Proposal”) you accepted. There are no shipping or delivery charges.

2. What you receive

The exact deliverables depend on your Proposal. In general, clients receive the following:

A full description of each service is available on our Services page.

3. How services are delivered

All services are delivered online, through one or more of the following:

• Work inside your accounts — campaigns are created and managed in your Meta, Google and other ad accounts, and store work is carried out in your Shopify account, using access you grant us.
• Digital files — creatives, copy, audits, plans and documents are shared by email or through cloud storage links.
• Reports — performance reports are shared by email or through a shared reporting dashboard.
• Calls and meetings — kick-off, review and strategy sessions are held by video or phone call.

4. When service delivery begins

Service delivery begins once all of the following are in place:

1. you have accepted the Proposal;
2. the advance or first payment has been received and confirmed; and
3. we have received the access and information needed to start.

After your payment is confirmed, we send a confirmation by email and schedule your onboarding kick-off call. Onboarding starts as soon as the access and information listed below have been shared.

5. How onboarding works

1. Welcome and kick-off. We share an onboarding checklist and schedule a kick-off call to confirm goals, priorities and points of contact.
2. Access. You grant us access to the accounts we need — for example, partner access in Meta Business Manager, manager access in Google Ads, Google Analytics and Merchant Center, or collaborator access to your Shopify store.
3. Information and assets. You share the inputs listed in the next section.
4. Review. We review your accounts, tracking, website or store and existing performance data.
5. Plan and schedule. We confirm the plan, the next steps and the timeline for launch or delivery.

6. Information and assets we need from you

Depending on the services, we may need:

• access to ad accounts, business managers, pages, analytics and your store or website;
• brand assets such as logos, fonts, brand guidelines, product images and videos;
• product and pricing information, offers, and details of your target customers;
• business goals, budgets and any targets you want to work towards;
• historical performance data, where available;
• domain, hosting or app access needed for development work; and
• timely approvals and feedback on plans, creatives and pages.

Delays in providing these inputs will delay delivery. See Factors that may affect timelines.

7. Campaign setup process

1. Audit of existing accounts, campaigns and tracking.
2. Setup or correction of conversion tracking, such as the Meta Pixel, Conversions API, Google tags and Google Analytics events, where included in scope.
3. Campaign structure, audiences, keywords and budget plan.
4. Ad copy and creatives prepared and shared for your approval.
5. Campaigns launched after approval, subject to platform ad review.
6. Monitoring and optimisation throughout the engagement.

8. Shopify and development projects

Store development and other project work is delivered in stages set out in the Proposal — typically planning, design, build, your review, revisions and launch. The number of revision rounds included is stated in the Proposal.

The project is delivered when the agreed scope has been completed in your Shopify account (or other platform) and handed over to you, including a walkthrough of how to manage it.

9. Project and service timelines

• Ongoing services, such as ads management, are delivered continuously throughout each billing cycle for as long as the engagement is active.
• Projects, such as store builds, audits or creative production, follow the timeline stated in the Proposal.

Timelines are estimates based on the agreed scope and on receiving your inputs on time. We will tell you promptly if we expect a delay and agree a revised timeline with you.

10. Reporting and deliverables

For ongoing services, we share performance reports at the frequency set out in your Proposal. Reports typically cover spend, key results against agreed metrics, what changed during the period and what we plan to do next.

A deliverable is considered delivered when it has been shared with you or made live in your account. Please review deliverables and raise any concerns promptly so we can address them within the agreed scope.

11. Communication channels

• Email at hello@xternalmedia.in is our primary channel for approvals, invoices, cancellations and other formal communication.
• Scheduled video or phone calls for kick-off, reviews and strategy discussions.
• Messaging apps, such as WhatsApp, may be used for quick day-to-day coordination where agreed.

Approvals, cancellations and other formal decisions should always be confirmed by email, even if they were discussed on a call or message.

12. Factors that may affect timelines

• late or incomplete information, assets, access, approvals or payments;
• changes to the scope or requirements after work has started;
• advertising platform reviews, ad disapprovals, account verification or Merchant Center approval processes;
• restrictions or suspensions applied to ad accounts, pages or stores;
• issues with third-party apps, themes, integrations or hosting;
• platform outages or changes to platform features and policies; and
• public holidays and events outside our reasonable control.

13. Third-party platform dependencies

Our services depend on platforms such as Meta, Google and Shopify, which operate under their own terms and may change their systems, policies or review processes at any time. We have no control over these platforms and cannot guarantee ad approval, account status, delivery or reach. Further details are in our Terms & Conditions.

14. If there is a problem with delivery

If you have paid and have not received an onboarding confirmation, or you believe a service has not been delivered as agreed, email us at hello@xternalmedia.in with your invoice number. We will investigate and respond. Where services cannot be delivered for reasons attributable to us, our Refund & Cancellation Policy applies.

15. Contact information

For questions about how our services are delivered, contact us at: