Service Delivery Policy

Service Delivery Information

This Service Delivery Policy describes how Moratrixl, operated by Moratrix LLC, confirms orders, carries out projects, and provides digital services to customers.

Moratrixl specializes exclusively in digital services. We do not sell or ship physical products through this website. All services and agreed project deliverables are provided electronically or implemented within the relevant digital environment.

1. Order Confirmation and Project Initiation

After an order has been submitted successfully and payment has been confirmed, Moratrixl will review the purchased service, order details, and project information supplied by the customer.

If additional instructions, materials, permissions, or clarification are needed, we may contact the customer to obtain the information required to proceed.

Most projects are scheduled to begin within 1–2 business days after payment confirmation and receipt of the information necessary to start the work.

Projects involving customized requirements, technical evaluation, or more extensive planning may require additional preparation before work begins.

Where a project requires a separately defined scope of work, the project will proceed after the relevant deliverables, requirements, pricing, and other applicable terms have been agreed upon.

2. Digital Services We Provide

Moratrixl offers digital services in the following categories:

Brand Identity Design
Animation & Motion Graphics
Development
Digital Marketing & PR

Depending on the service purchased, project deliverables may include brand identity assets, visual design files, animation files, motion graphics, website or software development work, technical configurations, digital marketing materials, public relations content, campaign assets, reports, documentation, or other agreed digital outputs.

The specific work included in an order will be determined by the applicable service page, order confirmation, quotation, proposal, or written agreement between Moratrixl and the customer.

Only the deliverables and activities included in the confirmed project scope are covered by the purchase.

3. Electronic Delivery and No Physical Shipping

All Moratrixl services and project deliverables are provided digitally. We do not ship physical goods.

Depending on the service and project requirements, deliverables may be provided through one or more of the following methods:

Email delivery
Secure digital download links
Cloud storage services
Online collaboration platforms
Project management systems
Website, development, or other applicable digital environments
Another electronic method agreed upon with the customer

For development services or projects involving direct implementation, work may be completed within the customer’s website, software environment, or other agreed platform. In such cases, delivery may consist of implementing the agreed changes rather than transferring separate files.

The delivery method will depend on the nature of the purchased service and the arrangements confirmed for the project.

4. Project Schedules and Estimated Completion Times

The estimated time required to complete a project depends on the service purchased, scope of work, technical complexity, number of deliverables, revision requirements, and availability of the necessary project information.

Where applicable, an estimated completion timeframe may be displayed on the relevant service page or communicated through a quotation, proposal, order confirmation, or subsequent project correspondence.

Project schedules may depend on the timely receipt of customer-provided materials, including brand information, written content, visual references, technical specifications, access permissions, approvals, and feedback.

If the customer requests significant changes or additional work beyond the original agreement, the estimated completion date may need to be adjusted.

When a material change to the expected schedule becomes apparent, Moratrixl will make reasonable efforts to communicate the revised estimate to the customer.

Any stated completion timeframe is an estimate unless a specific deadline has been expressly agreed upon in writing.

5. Customer Responsibilities

Customers must provide accurate, complete, and relevant information reasonably required to perform their purchased services.

Depending on the project, this information may include:

Project objectives, specifications, and instructions
Brand guidelines and visual references
Logos, images, and other design materials
Written content and supporting documents
Technical requirements and development specifications
Website, platform, or system access where required
Campaign information or marketing objectives
Approvals, decisions, and feedback
Other materials reasonably necessary to complete the agreed work

Customers are responsible for ensuring that they own or have obtained the necessary rights, licenses, and permissions for any materials they submit or authorize Moratrixl to use.

Customers should provide passwords, account credentials, administrative access, or other sensitive access information only when reasonably necessary for the service. Any access provided should be limited to what is required for the agreed project whenever practicable.

Delays in supplying necessary information, materials, access, or approvals may affect the project schedule.

6. Revisions and Changes to Project Scope

Any revisions included in a purchased service will be handled according to the applicable service description, package terms, quotation, or written project agreement.

Revision requests should be consistent with the original objectives and agreed scope of work.

Requests that introduce new concepts, substantial design changes, additional deliverables, expanded development functionality, new marketing activities, additional campaign requirements, or other work outside the original scope may be treated as additional services.

If a requested change requires extra payment or additional completion time, Moratrixl will communicate the relevant details before proceeding with the additional work.

Customers are encouraged to review project requirements and provide consolidated feedback where possible to help maintain an efficient workflow.

7. Service Prices and Additional Charges

Prices for standard services are presented on the relevant service page or during the checkout process.

For customized work, the applicable price may be provided through a written quotation, proposal, or other project communication before the customer approves the work.

Before placing an order or confirming a customized project, customers should review the relevant information, including:

Description of the service
Agreed project scope
Expected deliverables
Applicable price
Estimated project timeframe
Included revisions and related conditions

Taxes and other charges will be applied where required by applicable law.

Work requested outside the confirmed project scope may incur additional charges. Any such charges will be communicated to the customer for approval before the additional work begins.

8. Delays and Changes to Delivery Schedules

Moratrixl makes reasonable efforts to complete services within the estimated timeframe communicated for each project.

However, circumstances may arise that affect the planned schedule, including:

Missing, inaccurate, or incomplete customer information
Late feedback, decisions, or approvals
Delayed website or platform access
Changes to the agreed scope
Additional revision requests
Unexpected technical complexity
Hosting, software, or infrastructure problems
Third-party plugin, API, or platform interruptions
External service outages
Cybersecurity incidents or other technical disruptions
Public holidays or bank holidays
Circumstances beyond our reasonable control

If a significant delay becomes known, we will make reasonable efforts to inform the customer and provide an updated estimated completion timeframe when appropriate.

Where progress depends on information, materials, access, or approval from the customer, the project schedule may be adjusted to reflect the time needed to receive those items.

9. International Service Availability

Moratrixl is operated by Moratrix LLC, a company based in the United States.

Our digital services may be offered to customers in different countries, subject to applicable laws, payment availability, technical requirements, and relevant service restrictions.

Moratrixl may decline, limit, or discontinue a service where providing it would violate applicable laws, regulatory requirements, sanctions restrictions, our Terms of Service, or other legitimate operational requirements.

The availability of a payment method in a particular country does not guarantee that every service is available to customers in that location.

Customers are responsible for ensuring that their use of purchased services complies with the laws and requirements applicable to them.

10. When a Service Is Considered Delivered

A service may be considered delivered when the agreed work or deliverables have been completed and made reasonably accessible to the customer through the applicable electronic method or digital environment.

Depending on the project, delivery may occur when:

Digital files are sent to the email address provided by the customer;
A download link to the agreed files is supplied;
Deliverables are made available through an agreed cloud storage or collaboration platform;
Agreed website, development, or technical changes are implemented;
Brand identity assets or animation and motion graphics files are supplied;
Digital marketing or public relations materials are provided; or
Another agreed digital deliverable is made reasonably accessible to the customer.

For services involving direct implementation within a website, software system, or other digital platform, delivery may be based on completion of the agreed implementation work rather than the transfer of separate files.

Customers should contact Moratrixl promptly if they cannot access an expected deliverable or encounter a technical issue with the agreed delivery method.

11. Customer-Provided Delivery Information

Customers are responsible for ensuring that the email addresses, account details, website information, and other digital delivery information they provide are accurate and accessible.

If delivery cannot be completed because the supplied information is incorrect or incomplete, Moratrixl may request corrected information before making another delivery attempt.

Customers should review delivered materials and retain appropriate copies of final files or other deliverables where applicable.

For projects involving changes to websites, software, or other digital systems, customers should maintain suitable backups where appropriate. Unless expressly included in the purchased service, creating or maintaining customer backups is the customer’s responsibility.

12. Cancellations and Refunds

Requests to cancel an order or obtain a refund are handled in accordance with our Cancellation & Refund Policy.

The outcome of a request may depend on relevant circumstances, including whether work has started, how much work has been completed, whether the agreed deliverables have been supplied, and the reason for the request.

Customers who believe that a delivered service does not materially match the agreed requirements should contact us with the relevant order details and a description of the issue so that it can be reviewed under the applicable policy.

Nothing in this Service Delivery Policy is intended to exclude, limit, or override any customer rights that cannot lawfully be excluded or restricted under applicable law.

13. Customer Support

Customers may contact Moratrixl for assistance with matters including:

Service descriptions and project requirements
Existing orders and payment-confirmed projects
Project progress and estimated completion dates
Information or materials required to begin work
Electronic delivery and access to deliverables
Revisions and changes to the agreed scope
Technical issues relating to an agreed service
Cancellation and refund requests

When contacting us about an existing order, customers should include their order reference, the email address used for the purchase, or other relevant project details to help us identify the request.

We aim to respond to customer support inquiries within 24–48 business hours. More complex requests may require additional time for review.