Support & Policies

To ensure high-quality execution and fast delivery, Norvicka Studio operates on strict, predictable boundaries. This policy outlines our expectations for communication, support, project pauses, and cancellations.

1. Support Boundaries & Communication

We believe in deep work and asynchronous communication. We do not offer 24/7 on-call support or constant real-time chat monitoring. Project updates, feedback loops, and general support inquiries are handled via our centralized studio dashboard or email, with a standard response time of 24–48 business hours.

2. Revisions & Scope Management

Operational architectures and web builds are executed based on the finalized Studio Brief. Each standard project includes one consolidated round of structural revisions prior to launch. Requests outside the original agreed-upon scope will be quoted as separate implementations to prevent timeline delays.

3. Dormant Projects & Client Delays

System implementations rely heavily on client feedback and asset delivery. If a project stalls because the client fails to provide necessary assets, feedback, or credentials for more than 14 consecutive days without prior notice, the project will be marked as "Dormant." Reactivating a dormant project is subject to studio availability and may incur a rescheduling fee.

4. Cancellations & Refunds

Because our work involves dedicated engineering time and custom structural planning, our refund policies are strictly enforced:

• Initial Deposits: Deposits made to secure a spot in our build queue and initiate the diagnostic audit are strictly non-refundable.
• Mid-Project Cancellations: If a client chooses to cancel a project before completion, they will be billed for all work completed up to that date based on our standard hourly or milestone rate. Any completed, paid-for work assets will be handed over.
• Completed Work: We do not offer refunds on finished, deployed systems or completed deliverables.

5. Hosting & Third-Party Access

If your project includes custom web builds or backend hosting (e.g., Supabase, Cloudflare), you remain responsible for maintaining those accounts. If an engagement ends or a maintenance contract is canceled, Norvicka Studio will securely transfer all access credentials and administrative ownership to the client. We are not responsible for site outages or data loss caused by unpaid third-party hosting invoices after the handover is complete.

6. Post-Launch Support Windows

Each deployed architecture includes a defined warranty or support window (typically 14 to 30 days) to address bugs or integration errors directly related to our build. Once this window closes, ongoing maintenance, system updates, or new workflow additions require a separate support retainer or hourly billing agreement.

If you have specific questions about these operational boundaries before starting an engagement, please reach out via our Contact portal.