Service Delivery Policy

Novellus services are delivered as a combination of meetings, written deliverables (such as reports, plans and dashboards) and ongoing advisory support. Most engagements are delivered remotely via video call, email and shared documents, with on-site visits available within New Zealand by arrangement.

All written deliverables are issued electronically (typically as PDF or shared Google/Microsoft documents) to the email addresses you nominate in your Engagement Letter. We do not ship physical goods.

Standard remote delivery is included in the fees set out in your Engagement Letter. Where on-site delivery is requested outside of the Auckland metropolitan area, reasonable travel and accommodation costs may apply and will always be agreed in writing before they are incurred.

Payment processing is handled by Stripe. Standard merchant fees applied by Stripe are absorbed by Novellus and are not on-charged to you.

The following are typical timeframes. Specific deadlines for your engagement will be set out in your Engagement Letter.

• Initial response. We aim to respond to all enquiries within 1 working day.
• Engagement kick-off. Once an Engagement Letter is signed and the deposit is received, kick-off typically happens within 5 working days.
• Discovery and diagnosis. Initial diagnostic deliverables are usually issued within 2 to 4 weeks of kick-off, depending on scope.
• Implementation support. Ongoing retainers are delivered on a fortnightly or monthly cadence agreed at the start of the engagement.
• Email and document responses. Within an active engagement, we aim to respond to client emails and document requests within 1 to 2 working days.

Many Novellus engagements are made up of more than one deliverable spread over several weeks or months. In these cases:

• Each deliverable is described in the Engagement Letter together with its expected delivery window and associated fee.
• Deliverables are released as they are completed. We do not hold finished work back simply because later deliverables are still in progress.
• If one part of the engagement is delayed, we will let you know as soon as we reasonably can and confirm the expected new delivery date.

We take delivery commitments seriously. If a deliverable is going to be late, we will:

• Notify you in writing as soon as we are aware of the delay.
• Explain the reason for the delay and propose a revised delivery date.
• Offer a reasonable remedy where the delay is significant and is the result of factors within our control.

If a deliverable is materially delayed for reasons within our control and a revised delivery date is not acceptable to you, you have the right to cancel the affected portion of the engagement and request a refund for that portion in accordance with our Refunds Policy.

The timeframes above assume that you provide the information, access and decisions we request in a timely manner. Where these are delayed, the corresponding deliverables may also be delayed without breach of this policy.

If a deliverable does not appear to have been received, please first check your spam or junk folder, and then contact us at info@novellus.co.nz or call 09 888 9238 (existing clients: 027 207 6414). We will investigate and re-send the relevant material at no additional cost.