Our Standard Fair Play Agreement
We’re delighted to be working with you and excited about how we can support your business goals.
To ensure our relationship continues smoothly, here are a few things we think are important to note.
Our standard working hours are 9am-5.30pm (TRT), Monday to Friday. We aim to respond to emails and messages as quickly as possible within these times, although it may take longer if we are travelling or we receive them late in the day.
If you would like to speak to us by telephone or video call, please email us to arrange a mutually convenient time. This helps us do our best work for all our clients, as we like to dedicate ourselves to their projects during allocated sessions. Ad hoc conversations not only eat into ‘their’ time, they can also interrupt the creative flow.
Any evening or weekend work is at our discretion, and/or in line with any separate agreement made with you. Unless it forms part of the initial contract, out-of-hours work is subject to a specified hourly rate.
Please note we observe British bank holiday dates throughout the year as standard.
WORKING HOURS
We will always aim to respond to messages as soon as possible, which could be within just a few minutes during our standard working hours. However, we reserve the right to set an official response time of 24 hours. Non-urgent messages or requests received on Friday afternoons might not be answered until after the weekend.
We aim to be as accessible as possible and we will always do our utmost to get back to you promptly, especially if you need us urgently. Setting a response time simply allows us to fulfil prior commitments or cover unforeseen delays.
RESPONSE TIMES
The best way to contact us is by email – you can reach us individually on rebecca@dolphin-international.com and steve@dolphin-international.com, or on
hello@dolphin-international.com. Queries over invoices, late payment notices or anything financial should be sent to accounts@dolphin-international.com.
It may be that you prefer to text or message us via WhatsApp or our social channels. We would ask you not to message us about work issues on our personal accounts if we’re connected there. We also request you respect our right to free time and be aware we are unlikely to respond to messages outside our standard working hours.
KEEPING IN TOUCH
The contract between us will set out the work we are doing for you in as much detail as possible and how much you have agreed to pay us. In order to avoid mission creep, any additional requests will be subject to a specified hourly rate. If the specification changes in any way, the contract may need to be revised. For example, if we quote for a blog package of four blogs per month, and this is later reduced to two, the package price will not necessarily be half the original quote.
CHANGES TO WORK SPECIFICATION
If you have any questions, frustrations or are unhappy with any aspect of the service we provide, please get in touch. We would much prefer to discuss any issues or concerns rather than let frustrations build to a point where we are unable to work together.
Similarly, we promise we’ll always talk to you if we think there’s anything which should be addressed to ensure a continued smooth and enjoyable working relationship between us.
TALK TO US
We will treat you with courtesy and respect at all times and ask the same in return. We’ll always do our best to help you and to meet your requests; we will often cheerfully go above and beyond the call of duty and work ‘out of hours’ when necessary – but please don’t take this for granted or take advantage of our good natures.
If you are rude or abusive, we reserve the right to terminate our working relationship immediately or as soon as is practical with regard to the work that has been agreed.
BE KIND
If we have agreed payment on completion of work, or at specified intervals, please do us the courtesy of settling our invoice by the due date. If you are experiencing cash flow issues, talk to us so that we can come to an arrangement, rather than ignoring us. Please note we do not offer refunds.