Service Delivery Policy

Office Planners may provide or facilitate:

• membership access and applicable membership benefits;
• receipt and understanding of Client requirements;
• identification and matching of suitable verified Partners;
• introductions and communication;
• proposal and scope coordination;
• meeting coordination;
• milestone and engagement tracking;
• invoice and payment coordination;
• feedback and issue escalation; and
• engagement records.

The exact level of facilitation and governance may vary depending on the membership, service category and particular engagement.

Partners are independent businesses and remain responsible for the underlying services they provide.

Where a paid membership applies, membership activation is subject to successful payment confirmation and any applicable registration, verification or approval requirements.

Partner membership is additionally subject to verification and approval by Office Planners.

Membership is a digital service and does not involve physical shipment or delivery of goods.

Once Office Planners receives a sufficiently complete business requirement, we aim to provide an initial response within 4 working hours.

Suitable verified Partner(s) are typically identified within 48 hours.

Matching time may vary depending on factors including:

• complexity or specialisation of the requirement;
• service category;
• location;
• information provided by the Client;
• Partner suitability and availability; and
• other circumstances reasonably affecting the matching process.

Office Planners may take additional time where reasonably required to identify an appropriate Partner rather than make an unsuitable match.

Matching timelines are service commitments and do not constitute a guarantee that a suitable Partner will always be available.

After the requirement has been sufficiently understood and shared with an appropriate Partner, proposals or quotations are typically targeted within 1–3 working days, subject to the nature and complexity of the requirement.

Before chargeable work commences, the relevant parties should confirm the applicable scope, commercial terms, timelines, deliverables, milestones and payment conditions.

Material changes to an agreed scope may require revised pricing, timelines or other commercial terms.

For governed engagements, Office Planners may facilitate communication and coordination between the Client and Partner.

Depending on the engagement, this may include requirement documentation, meetings, proposal coordination, milestone tracking, payment coordination, feedback and issue escalation.

The actual delivery timeline for the Partner's services will be specified in the approved scope or applicable engagement terms.

Office Planners may monitor and facilitate the engagement but does not replace the Partner's responsibility for delivery of the underlying services.

The principal Office Planners service targets include:

• Response TAT: within 4 working hours;
• Matching TAT: typically within 48 hours;
• Proposal TAT: typically 1–3 working days;
• Communication TAT: within 1 working day during an active engagement;
• Delivery TAT: as agreed in the approved scope;
• Issue Resolution TAT: acknowledgement and action initiation within 1 working day; and
• Payment TAT: processing of an approved payment/invoice within 7 working days, unless otherwise agreed.

These timelines may exclude weekends, public holidays, delays in receiving required information, third-party dependencies and circumstances outside reasonable control.

Engagement-specific timelines may be agreed where the nature or complexity of the requirement requires a different turnaround time.

Where Office Planners or a Partner expects that an agreed turnaround time cannot reasonably be met, reasonable efforts will be made to communicate the delay and provide a revised expected timeline.

Delays may arise from incomplete or changed requirements, Client approvals, Partner dependencies, third-party dependencies, technical issues, force-majeure circumstances or other factors outside reasonable control.

Repeated or material Partner delays may be considered as part of Office Planners' Partner performance and governance process.

Verification and matching are intended to improve the quality of introductions but do not guarantee that a suitable Partner will always be available for every requirement, category, location, budget or timeline.

If a matched Partner becomes unable to continue an active engagement, Office Planners may, depending on the circumstances, make reasonable efforts to:

• facilitate completion of the existing scope;
• identify an alternative verified Partner;
• reconcile completed and outstanding milestones; or
• assist with the applicable cancellation or refund process.

Alternative matching remains subject to Partner availability and the nature of the requirement and therefore cannot be guaranteed.

Availability of particular services or Partners may vary by category, location and the nature of the Client's requirement.

Office Planners may facilitate requirements across locations where suitable Partners and applicable services are available.

Availability in a particular city or region is not guaranteed unless expressly confirmed for the relevant engagement.

Membership cancellation, engagement cancellation and refund eligibility are governed by the Office Planners Refund & Cancellation Policy, applicable membership terms and engagement-specific commercial terms.

A delay in matching or service delivery does not automatically create a right to a refund unless provided under the applicable Refund & Cancellation Policy, engagement terms or applicable law.

This Service Delivery Policy should be read together with the Office Planners Terms of Use, Admin & Governance Policy, Refund & Cancellation Policy, applicable membership terms, Partner Agreement where applicable, and engagement-specific scope and commercial terms.

Where a specific delivery timeline has been expressly agreed for an engagement, that timeline will apply to that engagement to the extent specified.