Service Delivery Policy
Nature of services
All Aura Group services are digital and agency services: social media management, content production, branding, campaigns, website and app development, and marketing automation. There is no physical shipment of goods; deliverables are provided electronically.
Onboarding
Service delivery begins once a signed Statement of Work and any required onboarding fee are received, and the customer has completed the Customer Onboarding Form and granted the access described in it.
Customer access and materials
The customer is responsible for providing timely access to their social media accounts, brand assets, and any third-party tools needed, and for supplying accurate information. Delivery timelines run from when required access and materials are received in full, not from the contract signature date.
Approval timelines
Content and deliverables are sent for customer approval on the schedule in the Statement of Work. Unless a shorter period is agreed, the customer has 2 business days to approve or request changes; no response within that window is treated as approval for scheduling purposes only.
Delivery through electronic channels
All deliverables, including content files, reports, contracts and invoices, are delivered by email, shared drive link, or the agreed project-management tool. No physical media is provided unless separately agreed and charged.
Delays caused by the customer
Delivery dates shift by the length of any delay caused by late access, late materials, or late approvals from the customer, without penalty to Albandari Majestic Company.
Contract-specific deliverables
The exact deliverables, quantities, and formats for a given customer are defined in that customer’s Statement of Work, not on this page. This page describes how delivery works in general.
Complaints
If you are not satisfied with a delivered service, email info@auragroupsa.com with your company name and a description of the issue. We will acknowledge your complaint within 2 business days and provide a resolution or a clear next step within 10 business days. If you are not satisfied with the response, you may ask for the matter to be escalated to Albandari Majestic Company’s management for final review.
Last updated: 18 September 2026