TERMS AND CONDITIONS
OF SERVICE — ECOARTES
Operating Policies, Project Management, Reviews, Payments and Rules of Conduct
Content
1. Brief Commitment and Strategic Direction
Clarity of Information: The client agrees to provide a clear, complete and transparent guide about their product, service and the desired direction for their brand during the initial stage of the project.
Fixed Concept: Once the kick-off meeting has been completed and approved, or the brief has been delivered, the main strategic concept cannot be modified. Any change of idea, radical change of direction or shift in the concept after this point will not be considered a revision, but a new requirement that will generate an additional quote and contract.
2. Schedule Compliance and Feedback
Timely Responses: The project follows a strict schedule. The client must provide constant, consolidated feedback within the deadlines set by the team so as not to affect the delivery dates.
Process Continuity: The client may not unilaterally pause, be absent or suspend communication during the development of the project.
3. Anti-Abandonment Policy and Project Expiration
Absence and Lack of Communication: If the client does not respond, travels, postpones meetings or interrupts communication for more than fifteen (15) calendar days without prior notice and a verified medical justification, the project will automatically expire due to abandonment by the contracting party.
Effects of Abandonment:
The contract will be cancelled with no right to a refund of the money paid.
The only way to formally suspend the process without penalty is a verified medical leave.
To resume an expired project in the future, the client must pay a Reactivation Fee of 25% of the total value of the contracted package, subject to the company's schedule availability.
4. Strict Review Policy (Maximum 2 Rounds)
Change Limit: Each phase or creative proposal includes a maximum of two (2) rounds of revisions or adjustments.
Consolidated Comments: A review round consists of a single document or complete list sent by the client with all their comments. Fragmented comments, or comments sent in parts on different days within the same round, will not be accepted.
Additional Adjustments: Any change request from the third (3rd) round onward, or changes to elements already approved in earlier phases, will be quoted as additional design and development hours.
5. No-Refund Policy and Creative Misalignment Process
No Refunds: Under no circumstances will money be refunded because of dissatisfaction with the creative proposal presented. The advance payment and installments cover the hours of research, strategy, concept and technical work carried out by the team.
Protocol in Case of Dissatisfaction: If the initial proposal does not meet the client's expectations, no refund applies. Instead, a Creative Diagnosis Meeting will be scheduled to review in detail the points of misalignment with the initial brief and apply the corresponding round of changes (within the limit of the 2 agreed rounds).
6. Delivery of Review Material and Non-Payment
Protection of Intellectual Work: ECOARTES will not deliver or send high-resolution material, editable files, final presentations or brand manuals if there are pending balances or overdue installments.
Review Mode: Progress presentations and reviews will be carried out only with watermarks, non-downloadable previews or screen-sharing meetings. The formal delivery of the final master files will take place solely and exclusively after confirmation that 100% of the project value has been paid.
7. Meeting Management and Punctuality
Cancellations: Scheduled meetings must be confirmed or rescheduled at least 24 hours in advance.
Absence or Grace Period: If the client postpones a meeting with less than 24 hours' notice, or does not show up within the first 15 minutes of grace, the meeting will be considered held and used within the schedule. An additional rescheduling fee will apply to book a new session.
8. Framework of Respect, Conduct and Zero Tolerance for Mistreatment
Professional Relationship: The relationship between the client and the ECOARTES team will be based on mutual respect, courtesy and professionalism.
Zero Tolerance Protocol: Disrespect, verbal aggression, derogatory language, an arrogant tone, demands outside the channels or pressure outside the contractual framework will not be tolerated.
Termination for Disrespect: If the client engages in any of these behaviors, ECOARTES will issue a single formal written warning. A repeat of this behavior will cause the immediate and irrevocable termination of the contract by the agency, and the client will lose all the money paid and the rights to use the work done up to that date.
9. Official Channels and Hours
Centralized Communication: All feedback, delivery of materials or requests must be made only through the formal official channels (official email or the assigned project management platform). Changes or requests sent by personal text messages, unofficial voice notes or unscheduled calls will not be processed.
10. Use in Portfolio and for Commercial/Educational Purposes
Right to Display: Unless there is a non-disclosure agreement (NDA) signed in writing before the project starts, ECOARTES reserves the right to display, publish and share the completed project on its digital channels, website, social media, sales presentations and work portfolios.
Purpose: Such publication will be made only for promotional purposes, to show success stories, or for educational and teaching purposes about the agency's creative process.
ACCEPTANCE OF TERMS AND CONDITIONS
Notice of Tacit Acceptance: This document is formally sent to the client by email and/or attached to the commercial proposal. Once the document has been sent by email, if no reply with express, individual written objections is received from the client within twenty-four (24) business hours, or otherwise upon making the first advance payment/installment for the service, each and every one of the conditions set out here for the development of the project will be considered tacitly, fully and bindingly accepted.