Policies
Fulfillment & Delivery Policy
Exactly what you receive when you buy from us, how it is delivered, and how long it takes.
1. What we sell
Steel Bridge Solutions sells professional consulting and software development services. We do not sell physical goods or consumer digital downloads, so no shipping, delivery charges or import duties arise. Where an engagement includes a white-label or platform licence (for example Agency Platform), that licence is configured and granted as part of a B2B Statement of Work for professional services and implementation — not sold as a standalone consumer download.
Our services fall into the following categories:
| Service | Nature | Indicative price |
|---|---|---|
| Initial consultation | Advisory call, one hour | £200 fixed fee, paid online with Amazon Pay or invoiced on booking |
| Automation assessment | Fixed-fee analysis with written report | Typically £2,500 – £6,500 |
| Implementation project | Fixed-scope design, build and deployment | Typically £4,500 – £14,000 |
| AI training & coaching | Fixed-scope training programme with written materials | Typically £1,800 – £9,500 |
| Website design & build | Fixed-scope design, build and handover | Typically £2,500 – £10,000 |
| Full-service build | Assessment, website, AI voice agents, CRM and integrations, training and 12 months of maintenance under one statement of work, delivered and invoiced in stages | Typically £45,000 – £50,000 |
| Agency Platform — implementation & licence | Scoped branded portal and/or multi-site inbound AI enquiry workflows, agreed licence, testing and handover | Typically £25,000 – £50,000 GBP per project |
| Agency Platform — Platform Care | Prepaid maintenance / retainer for 6, 12 or 24 months | Typically £25,000 – £50,000 per year, billed for the prepaid term in advance |
| Voice agent maintenance plan | Optional monthly maintenance, rolling, no minimum term | £2,000 per month |
| 3-month maintenance plan | Prepaid maintenance for a voice agent or website, fixed term of three months, no renewal | £2,500, paid online with Amazon Pay or invoiced on order |
| Refining, tuning and 6-month maintenance plan | A refining and tuning pass of up to two weeks, then six months of prepaid maintenance, no renewal | £5,000, paid online with Amazon Pay or invoiced on order |
| Work outside a signed scope | Hourly, quoted and approved in writing first | £225 per hour |
Implementation pricing varies by solution. A per-solution breakdown, with durations and expected third-party running costs, is published on our Solutions page.
Prices shown are indicative ranges to help you judge fit. Every engagement beyond the initial consultation is quoted individually in a written statement of work, and no charge is made until that document is signed. The initial consultation is the one exception: it is a fixed £200 fee, invoiced when you book it. All prices are quoted in pounds sterling (GBP). We are not currently VAT registered, so no VAT is added to our invoices. If that changes, any applicable tax will be shown separately.
1.1 Third-party running costs
The figures above cover our work. They do not include subscription or usage costs charged by third-party platforms the solution depends on — telephony, language model usage, automation platforms, or the AI tool subscriptions a trained team goes on to use.
Those costs are set by the vendors concerned, are provisioned under your own accounts wherever possible, and are passed through at cost with no markup from us. Indicative figures for each solution are published on our Solutions page, and we estimate them against your actual volumes during scoping so they are stated in your statement of work before you commit.
2. How services are delivered
Services are delivered remotely by default, using video calls, email, shared documents and secure access to the systems agreed in the statement of work. On-site attendance is available where an engagement requires it and is stated, and priced, in the statement of work.
Delivery is not a single event. Work is delivered progressively against the milestones in your statement of work, with a demonstration or document at the end of each one.
3. Deliverables by service
3.1 Automation assessment
- Discovery sessions with the relevant members of your team
- A written report covering the current process, where time and error concentrate, and ranked automation opportunities
- Effort and benefit estimates for each opportunity
- A walkthrough call to discuss the findings
The report is delivered electronically in PDF. You own it and may act on it with us or with any other provider.
3.2 Implementation project
- A solution design document covering data flow, integrations, exception handling and approval points
- The configured and tested system itself, operating in your environment
- Documented test results against the agreed acceptance criteria
- A training session for the people who will use it, plus a written reference guide
- Technical documentation and administrative credentials for everything built for you
- A 30-day defect warranty from the date of acceptance
3.3 AI training & coaching
- A written training plan agreed before we start, listing the sessions, who attends and what each one covers
- Live working sessions, delivered remotely by default, using your own material rather than generic examples
- A written playbook covering the tasks your team actually performs
- An internal AI usage policy you can issue to staff
- Onboarding material so new starters can be brought up to the same standard without us
- A follow-up coaching session once the team has used it on live work
Materials are delivered electronically and are yours to keep, reuse and adapt internally. Training is a fixed-scope programme, not an ongoing arrangement, and it does not enrol you in anything.
3.4 Agency Platform
- Signed Statement of Work listing modules, acceptance tests and milestones
- Configured white-label portal, templates, playbooks and/or multi-site AI Front Office routing as purchased
- Digital handover pack: access credentials, configuration exports, portal seats, runbooks and acceptance record
- Written acceptance against the SoW criteria (see section 5)
- Where purchased: Platform Care for the prepaid term stated in the SoW
Handover is digital. Implementation includes the discovery, configuration, testing and handover stages agreed for your business; buying the service does not provide an instantly completed platform. The Statement of Work records delivery dates and dependencies before payment. Outbound telemarketing is outside the Agency Platform programme.
3.5 Support after handover
Optional, and never a condition of the build. If you want us to make a change or fix something after handover, we quote it, you approve it in writing, we do the work, and we invoice once.
For AI voice agents there is also an optional maintenance plan at £2,000 per month: ongoing tweaks and refinement, with call flows and prompts adjusted from real call transcripts, scripts and booking rules updated as your business changes, monitoring, and a monthly performance review. It is rolling monthly with no minimum term and can be cancelled in writing at any time, ending at the close of the monthly period already invoiced.
The same cover is also sold prepaid on this website for a fixed term: a 3-month maintenance plan at £2,500, and a refining, tuning and 6-month maintenance plan at £5,000, which begins with a refining and tuning pass of up to two weeks (call flows, prompts, scripts, booking rules and site pages reworked from real usage) and is followed by six months of maintenance. Within one business day of payment we email you to agree the start date and what to work on first; the plan starts on that agreed date, within ten business days of payment unless you ask for later. Each month of the term brings a short written note on what was done. A prepaid plan is one payment: it ends at the close of its term, never renews, and nothing further is charged without a new order from you.
4. Delivery timeframes
| Stage | Typical timeframe |
|---|---|
| Response to an enquiry | 1 business day |
| Initial consultation scheduled | Within 5 business days of enquiry |
| Statement of work issued after scoping | 3–5 business days |
| Assessment delivered | 2–3 weeks from commencement |
| Training programme delivered | 10–14 days from commencement |
| Website designed, built and handed over | 5–8 days from signed statement of work |
| Voice agent implementation | 1 week from signed statement of work |
| Agency Platform implementation | As fixed in the Statement of Work after scoping (digital handover on acceptance of the final milestone) |
| Agency Platform — Platform Care commencement | From the Care start date in the SoW, once the prepaid term invoice or Payment Link is paid |
| Full-service build | First systems live 2–4 weeks from signed statement of work, full go-live in 6–8 weeks, followed by 12 months of maintenance |
The committed timeframe for your engagement is the one written into your statement of work. Where a delay is caused by a dependency on your side — access, approvals, information — we notify you in writing at the time, with a revised date.
5. Acceptance
Acceptance criteria are agreed and written into the statement of work before any build begins, so that "delivered" has an objective meaning.
- We notify you that a milestone is ready for acceptance and demonstrate it against the criteria.
- You have 10 business days to test it and either accept it in writing or notify us of specific failures against the agreed criteria.
- Where failures are notified, we correct them at our cost and resubmit for acceptance.
- Agency Platform requires written acceptance. Silence, invoice payment or use for testing does not by itself count as acceptance. If no response is received, we send a reminder and agree the effect on the remaining schedule. For other services, if no response is received within 10 business days and we have sent a written reminder, the milestone is treated as accepted so the project can proceed. This does not affect the 30-day defect warranty or rights that cannot lawfully be excluded.
6. Client dependencies
Delivery timeframes assume that you provide, within a reasonable time:
- A named decision-maker available for scheduled sessions and sign-offs
- The system access agreed during scoping
- Sample data or documents needed for testing
- Timely responses to questions and acceptance requests
We tell you at the point of scoping exactly what will be needed and when, so these are not raised as surprises mid-project.
7. Third-party services
Many solutions depend on third-party platforms — telephony providers, model and API providers, CRM and accounting vendors. Where possible, these are provisioned under your own accounts and billed directly to you, so you retain ownership and control.
Third-party subscription and usage costs are separate from our fees. We estimate them during scoping and state them in the statement of work, but they are set by those vendors and may change. We are not responsible for outages, price changes, or changes to terms made by third-party providers, though we can quote for the work of adapting to them.
8. After delivery
- You receive documentation and administrative credentials for everything built for you.
- Ownership of custom deliverables transfers to you as set out in our Terms of Service, on full payment.
- The 30-day defect warranty runs from acceptance.
- Ongoing support is optional. Systems are documented so your team or another provider can maintain them.
9. Where we deliver
We serve clients in the United Kingdom and Europe only. We do not take on clients in the United States and do not invoice in US dollars. Services are delivered remotely. We do not provide services to individuals or entities in countries subject to UK or EU sanctions, or to persons on applicable restricted-party lists. Where local regulation would require a licence or registration we do not hold, we decline the engagement.
10. Contact
Questions about delivery: see our Contact page. Related policies: Refund Policy, Payment Terms, Terms of Service.