Working together, and what to expect.

Our prices reflect the scope of the project, the resources and specialist skills it needs, and the timescale, with some adjustment for how you’d like to work with us. Apart from direct tenders, every project is bespoke.

We’ll talk budgets with you before anything is agreed. You’ll then receive a short questionnaire, a proposal and a Service Level Agreement (SLA).

If budget is tight, we can usually reduce costs by adjusting the scope – for example, running workshops online or skipping a full follow-up report.

Your project starts once the SLA is approved. The SLA sets out the scope, deliverables, length, cost, team and terms.

Draft SLAs stay open for 10 working days, and no work begins until the SLA is signed.

Our standard terms are 14 days from invoice. Where there are several payments, we prefer to invoice monthly.

On projects running over several months, the final payment is due before the last piece of work is submitted.

Projects under £5,000 (excluding VAT) are paid upfront, and workshops aren’t delivered until an initial payment has been received.

Delay charges may apply if the conditions of the SLA aren’t met.

We can consider alternative terms of up to 30 days, which may carry a higher cost.

Otherwise, we’re happy to talk through the options – but work won’t start until payment terms and an SLA are agreed.

Yes, although changes are harder on short projects and often cause delays. Please talk to your project lead first.

Work will pause while changes are confirmed. Any extra work is charged at our standard day rate, added to your next invoice, and may need an update to the SLA.

We take every project very seriously, and see every commission as a partnership of trust, support, challenge and shared mission.

But we’re human, and will always take responsibility for any mistakes or misunderstandings that have arisen from us.

We welcome feedback and will always talk it through openly.

If concerns come from colleagues who weren’t involved earlier on, we’ll revisit the work you commissioned and the outcomes we agreed.

We use the SLA and proposal to resolve disagreements and spot any scope creep. If we haven’t met the agreed terms, we may restructure the remaining work. Refunds aren’t offered where deliverables have clearly been met.

A consistent project lead who’s available for questions, feedback and sign-off at each milestone.

Please approve the timeline and let us know early if you’ll be unavailable. Either side should flag a missed deadline as soon as possible – in our experience, most problems come down to miscommunication.