Upstart Digital Marketing Agency

AI-Powered Web Solutions & Digital Marketing Agency

Effective Date: 26 October 2026
Website: https://www.upstartdigitalmarketingagency.in/
Email: care@upstartdigitalmarketingagency.in
Phone: +91 9421330832

1. Introduction

This Service Level Agreement (SLA) establishes the service delivery expectations, timelines, responsibilities, confidentiality obligations, support procedures, and general conditions applicable to services purchased from Upstart Digital Marketing Agency (“Agency,” “we,” “us,” or “our”).

The Agency operates online, and all service orders must be placed through the website checkout.

Clients must review the selected package, pricing, deliverables, timelines, and applicable policies before placing an order. The selected package and written order confirmation determine the agreed scope of work.

2. Services Covered

This SLA applies to the following services when purchased through our website:

1. Web Development
2. eCommerce Development
3. Performance Marketing
4. SEO Services
5. Social Media Marketing
6. Content & Creative
7. AI & Automation
8. Lead Generation
9. Website Maintenance
10. Video Marketing & Reels Creation
11. Approved add-ons, integrations, upgrades, and supplementary services.

Only deliverables expressly included in the selected package or approved additional order are covered.

3. Minimum Service Timeline

The minimum service timeline is 7 days.

The applicable timeline depends on the selected service, package, project complexity, deliverables, and timely receipt of all necessary materials and approvals.

The service timeline generally begins when the Agency has received the required information, content, access credentials, approvals, and other requirements necessary to commence work.

The seven-day minimum does not guarantee that every project will be completed within exactly seven days. Complex projects, additional requirements, delayed approvals, and third-party dependencies may require more time.

Where a package specifies a longer delivery period, the package-specific timeline will apply.

4. Client Responsibilities

Clients must provide all information and materials reasonably required to deliver their ordered services, including where applicable:

• Business information and project requirements.
• Logos, branding materials, images, videos, and other creative assets.
• Website text, page content, and service descriptions.
• Product details, prices, images, and descriptions for eCommerce projects.
• Domain, hosting, website, social media, advertising, and platform access.
• Advertising budgets, campaign instructions, and approvals.
• AI tool, API, and third-party account access where necessary.
• Timely feedback, approvals, and responses to clarification requests.

Clients must ensure that the information and materials they supply are accurate, lawful, and authorised for use.

The Agency is not responsible for delays caused by missing, inaccurate, incomplete, or late client submissions.

5. Failure to Provide Requirements and Cancellation

If a client fails to provide the required information, content, access credentials, approvals, or other materials, the Agency may place the project on hold.

Where reasonably practicable, the Agency will notify the client of the outstanding requirements and provide a reasonable opportunity to respond.

If the client remains unresponsive or fails to provide the necessary requirements after reasonable reminders and a reasonable opportunity to comply, the Agency may cancel the order from its end due to the client’s non-cooperation.

In such circumstances:

• The Agency may stop further work and close the project.
• The client will be notified of the cancellation where reasonably practicable.
• Refund eligibility will be determined under the Refund & Cancellation Policy, the selected package terms, work completed, legitimate costs incurred, and applicable law.
• Amounts attributable to completed work and legitimate costs may be considered where legally permissible and properly justified.
• Any refund required by applicable law will remain payable.

The Agency will not automatically treat every client-related cancellation as grounds to retain the entire payment.

Eligible requests for a full refund within 24 hours of placing an order remain subject to the Refund & Cancellation Policy.

6. Project Commencement

Work will generally commence after:

1. The order has been successfully placed through the website checkout.
2. The applicable payment has been received or confirmed.
3. Required project information and materials have been provided.
4. Necessary access credentials and approvals have been received.
5. The project scope is sufficiently clear to begin work.

If any essential requirement remains outstanding, the start date and delivery timeline may be postponed.

7. Service Delivery and Timelines

The Agency will make reasonable efforts to deliver services within the timeline stated in the selected package or order confirmation.

Timelines may be affected by:

• Delayed client submissions or approvals.
• Changes to project requirements.
• Additional work outside the original scope.
• Third-party software, hosting, domain, API, or platform issues.
• Advertising account reviews or approval delays.
• Technical difficulties or unforeseen circumstances.
• Events beyond the Agency’s reasonable control.

Where a material delay becomes apparent, the Agency will communicate relevant information to the client where reasonably practicable.

8. Web Development Services

Web development may include website design, development, responsive layouts, standard functionality, and other deliverables expressly included in the selected package.

Unless the package states otherwise:

• The client is responsible for purchasing the domain, hosting, and SSL certificate.
• The client must provide page-wise content, branding materials, images, and required business information in the requested format.
• Standard website page design and development is priced at ₹2,500 per page where that rate applies to the order.
• Standard add-ons are priced at ₹500 each where applicable.
• Third-party integrations are priced at ₹1,000 each where applicable.
• Third-party subscription maintenance is priced at ₹1,200 per year where applicable.
• Complex or additional requirements may require a separate quotation and approval.

These rates apply only where confirmed in the relevant service listing, package, or order confirmation.

Any included maintenance, SEO, analytics setup, or Search Console setup is limited to the scope and duration stated in the selected package.

9. eCommerce Development Services

eCommerce services may include online store development, product catalogue functionality, payment gateway integration, shipping configuration, and other expressly listed features.

Unless the package states otherwise, the client is responsible for uploading products and providing product descriptions, prices, images, inventory details, shipping information, tax information, and related business content.

The client is also responsible for order fulfilment, customer support, product legality, inventory accuracy, returns, refunds, applicable taxes, and other commercial operations.

Payment gateway approvals, third-party subscriptions, shipping integrations, and external platform availability are outside the Agency’s direct control.

10. Performance Marketing Services

Performance Marketing may include campaign setup, audience targeting, optimisation, reporting, and advertising campaign management within the purchased package.

Unless the package states otherwise:

• The client chooses and funds the advertising budget.
• Advertising spend is separate from the Agency’s service fee.
• Where supported, advertising spend should be paid directly by the client to the advertising platform.
• Standard campaign management covers one month beginning when campaign setup is completed and the campaign is ready to run.
• Management after the included period requires a renewal or separate order where applicable.
• Ad creatives, images, and videos are the client’s responsibility unless expressly included.
• Video Marketing & Reels Creation must be ordered separately unless expressly included in the selected package.

The Agency does not guarantee advertising approvals, leads, conversions, sales, or a particular return on advertising spend.

11. SEO Services

SEO services may include technical optimisation, on-page SEO, keyword research, local SEO, content recommendations, and other deliverables listed in the selected package.

Search engine crawling, indexing, rankings, and traffic depend on factors outside the Agency’s control.

The Agency will deliver the agreed SEO work but does not guarantee specific rankings, traffic volumes, or dates for results.

Any first-year or ongoing SEO service included in a package is limited to the activities described in that package.

12. Social Media Marketing

Social Media Marketing may include account management, content scheduling, captions, creative assets, campaign coordination, and other package-specific deliverables.

Clients must provide access to relevant accounts, brand information, approvals, and necessary content inputs.

Unless expressly included, advertising spend, video production, reels creation, influencer fees, premium tools, and additional creative deliverables are separate services or expenses.

Social media platforms may change their policies, features, algorithms, and approval processes without notice.

13. Content & Creative Services

Content & Creative services may include graphic design, banners, captions, copywriting, website content, and other approved creative deliverables.

The selected package determines the number of deliverables, formats, revision limits, and delivery dates.

Additional creative work or revisions outside the agreed scope may incur extra charges after the client approves the applicable quotation.

Clients are responsible for ensuring that supplied claims, facts, branding, and reference materials are accurate and authorised for use.

14. AI & Automation Services

AI & Automation services may include workflow automation, chatbot setup, AI-assisted processes, API integrations, and other features specified in the order.

Performance and availability may depend on third-party AI providers, API limits, subscriptions, usage charges, data quality, and technical compatibility.

Third-party subscriptions and usage fees are payable by the client unless expressly included in the package.

New workflows, significant changes, or additional integrations outside the agreed scope may require a separate quotation and approval.

15. Lead Generation Services

Lead Generation services may include campaign setup, lead capture forms, landing pages, tracking, and other deliverables included in the package.

Clients must provide accurate business information, target audience requirements, necessary access, and timely approvals.

Lead volume, lead quality, conversion rates, and resulting sales cannot be guaranteed.

Clients are responsible for handling leads lawfully and complying with applicable privacy, marketing, and consumer-protection requirements.

16. Website Maintenance Services

Website Maintenance may include updates, backups, security checks, troubleshooting, and other tasks expressly included in the selected package.

The package determines the duration, frequency, scope, and limitations of maintenance support.

Maintenance does not automatically include new pages, redesigns, major functionality changes, premium subscriptions, third-party service charges, or extensive recovery work unless expressly stated.

Renewal or a separate order may be required after the maintenance period expires.

17. Video Marketing & Reels Creation

Video Marketing & Reels Creation is a separate service.

The package or order confirmation will specify the number of videos or reels, length, format, editing scope, captions, revisions, and other included deliverables.

Clients must supply the footage, brand materials, scripts, approvals, or other inputs required by the agreed workflow.

Video or reels creation is not included in Social Media Marketing or Performance Marketing packages unless expressly listed as an included deliverable.

18. Add-Ons and Additional Work

Requests outside the original package scope may be treated as additional work.

Potential examples include:

• Additional website pages or sections.
• Additional integrations or automation workflows.
• Additional creative assets or campaign variations.
• Extra revisions beyond the included limit.
• Additional SEO or marketing activities.
• Additional video or reels deliverables.
• Additional maintenance tasks.
• New functionality or substantial changes to approved work.

The Agency will communicate the scope, applicable charges, and expected timeline before proceeding with chargeable additional work.

Unapproved additional work will not be treated as automatically authorised merely because the client purchased another service.

19. Revisions and Approvals

The number of revisions included in an order is determined by the selected package.

A revision means a reasonable adjustment to an existing deliverable within the agreed scope. A new concept, redesign, additional page, new functionality, or substantial change to approved instructions may be treated as additional work.

Clients should review deliverables and provide consolidated feedback within a reasonable period.

Delays in providing feedback or approval may extend the delivery timeline.

20. Communication and Support

Clients may contact the Agency through the published business email or phone number.

Email: care@upstartdigitalmarketingagency.in
Phone: +91 9421330832

Support availability and response expectations depend on the selected package and the nature of the request.

Unless expressly stated in a package, the Agency does not promise 24/7 support or guaranteed response or resolution times.

The Agency will make reasonable efforts to address service-related queries during its normal operating hours.

21. Testing, Delivery, and Handover

Where applicable, the Agency will review completed deliverables against the agreed scope before handover.

The client should review the delivered work and report material discrepancies from the agreed specifications within a reasonable period.

Acceptance, handover, credentials, website access, source files, and other transfer arrangements will follow the selected package and applicable agreement.

Requests for changes outside the approved scope may require an additional order.

22. Third-Party Services and Dependencies

Services may rely on external providers, including hosting companies, domain registrars, advertising platforms, social media networks, payment gateways, AI providers, plugins, APIs, and software vendors.

The Agency does not control these providers’ availability, pricing, security practices, policies, approval decisions, or future functionality.

Where a third-party issue affects delivery, the Agency will make reasonable efforts to explain the impact and identify available options within the agreed scope.

Third-party subscriptions, usage charges, and renewal fees are payable by the client unless expressly included in the package.

23. Confidentiality

Each party may receive confidential information from the other during the course of a project. Confidential information may include business plans, pricing, marketing strategies, customer or lead information, technical documentation, account details, credentials, unpublished creative materials, source code, commercial information, and other information that is marked confidential or should reasonably be understood to be confidential.

Each party agrees to:

1. Use the other party’s confidential information only as reasonably necessary to perform or receive the ordered services or exercise rights under the applicable agreement.
2. Protect confidential information using reasonable safeguards.
3. Disclose confidential information only to personnel, professional advisers, or service providers who need to know it for the permitted purpose and are subject to appropriate confidentiality obligations.
4. Avoid disclosing confidential information to unauthorised third parties without prior permission, except where disclosure is legally required.
5. Notify the other party within a reasonable period after becoming aware of a material unauthorised disclosure, where legally permitted and reasonably practicable.

Confidential information does not include information that the receiving party can reasonably demonstrate:

• Is publicly available through no breach of this SLA.
• Was lawfully known to the receiving party before disclosure.
• Was lawfully received from a third party without a confidentiality obligation.
• Was independently developed without using the disclosing party’s confidential information.
• Must be disclosed under applicable law, a valid court order, or a lawful direction from a competent authority.

Where legally permitted, a party required to disclose confidential information will provide prior notice to the other party and disclose only the information legally required.

These confidentiality obligations continue after completion or cancellation of the project for as long as the information remains confidential, subject to applicable law.

24. Non-Disclosure Obligation (NDA)

The parties agree not to disclose or misuse the other party’s non-public business, technical, commercial, financial, customer, or project information except as permitted under this SLA or separately agreed in writing.

Without prior written permission, neither party may knowingly publish or share the other party’s confidential project materials, internal documents, access credentials, private communications, unpublished strategies, or proprietary information with an unauthorised person.

The Agency will not knowingly disclose a client’s confidential business information to unrelated third parties for their independent use. The client likewise agrees not to disclose the Agency’s confidential methods, internal processes, non-public pricing arrangements, technical documentation, or proprietary materials except as permitted by law or authorised in writing.

This clause does not prohibit the Agency from using general skills, experience, ideas, and know-how retained without disclosure of the client’s confidential information. It also does not prohibit either party from exercising legal rights, making legally required disclosures, or reporting suspected unlawful conduct to competent authorities.

Where a project requires a separate, signed Non-Disclosure Agreement, the parties may execute one. If that agreement expressly conflicts with this section, the separate NDA will govern the conflicting confidentiality issue to the extent permitted by law.

25. Personal Data and Access Credentials

Both parties must handle personal data and access credentials in accordance with applicable law and the Privacy Policy.

Clients should provide only the access and personal information reasonably required for the ordered service. Where possible, clients should use delegated accounts or restricted permissions rather than sharing personal passwords.

The Agency will take reasonable steps to protect credentials and project information. Clients remain responsible for securing their own accounts, maintaining appropriate authentication, and updating access when necessary.

Neither party should upload or disclose sensitive personal information unless it is necessary, lawful, and appropriately protected for the relevant service.

26. Intellectual Property and Usage Rights

Ownership and usage rights for websites, content, designs, source files, code, and other deliverables are governed by the selected package, Terms & Conditions, and any separate written agreement.

Third-party software, stock assets, fonts, plugins, templates, and other licensed materials remain subject to their respective licence terms.

Clients are responsible for ensuring they have the necessary rights to materials they supply.

Confidentiality does not, by itself, transfer ownership of intellectual property from one party to the other.

27. Service Limitations and Results

The Agency will perform services with reasonable care in accordance with the agreed scope.

However, the Agency does not guarantee specific SEO rankings, advertising approvals, website traffic, sales, revenue, lead volume, conversion rates, social media engagement, or business outcomes.

Results may depend on market conditions, competition, platform changes, client cooperation, budget, product quality, pricing, and other factors outside the Agency’s control.

Nothing in this SLA excludes a remedy or responsibility that cannot lawfully be excluded.

28. Client Complaints and Escalation

Clients who believe a service does not match the agreed scope should contact the Agency with the order reference, a description of the issue, and relevant supporting information.

The Agency will review the complaint and, where appropriate, seek clarification, propose corrective action, or explain why a requested change falls outside the agreed scope.

For escalation, contact:

Contact Person: Rahul Suryawanshi
Email: care@upstartdigitalmarketingagency.in
Phone: +91 9421330832

This process does not restrict a client’s statutory rights or access to lawful dispute-resolution channels.

29. Cancellation and Refunds

The Refund & Cancellation Policy applies to cancellation and refund requests.

Clients may request a full refund within 24 hours of placing an order, without providing a reason, in accordance with that policy.

After the initial 24-hour period, refund eligibility will be assessed under the applicable policy, order terms, work completed, legitimate costs, and applicable law.

If a client fails to provide essential materials or approvals and remains unresponsive after reasonable reminders and a reasonable opportunity to comply, the Agency may cancel the order from its end. Refund eligibility will be determined under the Refund & Cancellation Policy and applicable law.

30. Events Beyond Reasonable Control

The Agency will not be responsible for delays caused by circumstances beyond its reasonable control, such as major internet or hosting outages, natural disasters, government restrictions, widespread platform failures, or other comparable events.

Where such circumstances affect delivery, the Agency will make reasonable efforts to inform the client and agree on an appropriate way forward.

This clause does not remove any mandatory rights or obligations under applicable law.

31. Relationship with Other Policies

This SLA must be read together with:

• Terms & Conditions.
• Refund & Cancellation Policy.
• Privacy Policy.
• Cookie Policy.
• Disclaimer.
• Client Service Agreement.
• The selected service package and order confirmation.

A specific order may set out the agreed service scope or timeline for that project, subject to applicable law and the other governing terms.

32. Governing Law

This SLA is governed by the laws of India. Disputes will be addressed through the dispute-resolution process set out in the applicable agreement and under applicable law.

Nothing in this clause restricts any non-waivable consumer rights or lawful remedies.

33. Contact Information

Upstart Digital Marketing Agency
Contact Person: Rahul Suryawanshi
Address: Office No. 7, Chetna Towers, Near Deogiri Bank, Zambad Estate, New Usmanpura, Chhatrapati Sambhajinagar, Maharashtra – 431005, India.
Email: care@upstartdigitalmarketingagency.in
Phone: +91 9421330832
Website: https://www.upstartdigitalmarketingagency.in/

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Client Acknowledgement

By placing an order through the website checkout, the client acknowledges that they have had the opportunity to review the applicable SLA, selected package, pricing, deliverables, timeline, confidentiality obligations, and related policies. This acknowledgement does not waive any rights that cannot lawfully be waived.