Service Delivery Policy

1. How services are delivered

Zolaymi services are delivered remotely through technical implementation, configuration, troubleshooting, reports, support messages, documentation, calls, project notes and handover materials. Zolaymi does not operate a public physical office for customer visits unless this is later confirmed in writing.

Orders may be placed through direct website checkout, custom quotations or invoices. Customers may purchase fixed-scope microservices, custom implementation projects, hourly work, recurring managed services and third-party software or service subscriptions where applicable.

2. When timelines begin

Delivery time begins only after all commencement conditions have occurred: required payment or deposit has cleared, the Customer has accepted the applicable scope or quotation, required access has been provided, and required content, instructions, approvals and technical information have been received.

One to two business days is an estimate only for eligible microservices advertised with that timeline, and only after all commencement conditions are met. Longer timelines apply where shown on product pages, quotations, invoices or custom scope documents. No delivery date is guaranteed unless Zolaymi expressly states it in writing.

3. Required access, information and onboarding

Zolaymi may require WordPress administrator access, WooCommerce settings, hosting access, DNS access, SMTP access, payment-gateway settings, analytics accounts, tag manager accounts, advertising accounts, email providers, support tools, plugin licences, branding assets, policy URLs, test-order information and other information relevant to the agreed service.

Customers should create temporary, named, role-limited accounts where practical and should not send passwords through ordinary forms or unencrypted messages when safer methods are available. Onboarding may require a questionnaire, access confirmation, service priorities and approval of implementation details.

4. Communication, business days and time zones

Communication may occur by email, website forms, support forms, project notes, calls, invoices or agreed support tools. Unless otherwise stated, business days are Monday through Friday, excluding public holidays observed by Zolaymi or key service providers. Time-zone references should be confirmed in the quotation or service page.

Emergency work is subject to availability, access readiness, scope and risk. Selecting a high severity level does not automatically guarantee immediate availability.

5. Third-party dependencies and client delays

Delivery may depend on hosting providers, payment processors, email providers, advertising platforms, plugin vendors, APIs, DNS propagation, app approvals, marketplace rules, review platforms, WhatsApp providers and other third parties. Zolaymi is not responsible for delays caused by the Customer or third parties.

Delivery deadlines pause while Zolaymi is waiting for access, information, files, content, credentials, approvals or responses from the Customer. If the Customer remains inactive for 14 days, Zolaymi may place the Project on hold. If inactivity continues for 30 days, Zolaymi may close or reschedule the Project. Restarting an inactive Project may be subject to availability and a reasonable reactivation fee disclosed in advance.

6. Scope changes

Services are limited to the written product description, Order, quotation, statement of work or invoice. Requests outside the agreed scope require a change order or additional quotation. Small incidental adjustments may be included at Zolaymi's discretion.

New features, new integrations, additional templates, additional languages, additional websites, redesign requests, migration of historical data or work caused by undisclosed unsupported systems are not automatically included. A Project deadline may change when its scope changes.

7. Testing, staging, live implementation and backups

Zolaymi tests the agreed implementation according to the scope. Testing may include test orders, checkout checks, payment test mode, tracking previews, email delivery tests, form submissions, role checks, mobile checks, logs and screenshots.

Staging is used where practical, especially for higher-risk changes. Some low-risk configuration work may be completed on the live site with a backup and validation plan. The Customer is responsible for maintaining backups unless backup work is expressly included. Zolaymi does not guarantee that every unrelated fault will be detected during a scoped service.

8. Revisions, acceptance and handover

Up to three reasonable revision rounds are included unless another number is stated. Revision requests must relate to the original approved scope and should be consolidated within five business days after delivery.

A service is considered delivered when the agreed implementation or Deliverable has been provided, Zolaymi has completed the agreed tests, and the Customer has been informed that the service is ready for review. If no material issue is reported during the five-business-day review period, the service may be treated as accepted, without removing hidden-defect rights, mandatory consumer guarantees or issues that could not reasonably have been discovered during review.

Handover may include written notes, screenshots, configuration summaries, test evidence, access revocation reminders, support instructions or next-step recommendations.

9. Post-delivery support, ongoing maintenance and suspension

Zolaymi includes a 365-day limited implementation warranty for defects directly caused by Zolaymi's original implementation of the agreed scope. The warranty does not include new features, client modifications, third-party updates or outages, unrelated faults, training beyond the included handover, ongoing maintenance, platform policy changes, or business-result guarantees. Extra support, new work, out-of-scope troubleshooting and unrelated issues are paid separately unless an active managed-service subscription or written quotation says otherwise.

Ongoing maintenance, monitoring, optimization, support management and recurring services may be purchased separately. Zolaymi may suspend service where payment is overdue, required access is missing, instructions appear unlawful, continued work creates material risk, or third-party providers block required functionality.

10. Force majeure and contact

Zolaymi is not responsible for delay or failure caused by events outside reasonable control, including hosting outages, payment-provider outages, internet failures, platform suspensions, cyber incidents, natural events, labor disruption, legal restrictions, supplier failure or acts of government.

Zolaymi LLC can be contacted using the details below. Do not send passwords, API keys, payment-card information, full customer exports, or other sensitive information through ordinary email unless a secure transfer method has been agreed.

• General support: [email protected] (support at zolaymi dot com)
• Privacy and data-rights requests: [email protected] (contact at zolaymi dot com)
• Legal notices: [email protected] (legal at zolaymi dot com)
• Telephone: +1 602 661 9771
• Website: https://www.zolaymi.com
• Public business mailing address: 1309 Coffeen Avenue STE 1200, Sheridan, WY 82801, United States