This page explains what happens between paying for a product and using it: what you send us, how we check it, how the delivery date is set, how review and revisions work, and what support you get after launch. It applies to every AI product, website and marketing service in the store.
Order milestones
Every order moves through the same stages. Your client panel shows which stage it is in, and what the next step is and who owns it.
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1
Paid You
Your order appears in your client panel with its intake form and the time intake is due: 72 hours from your order.
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2
Intake pending You
You answer the questions, upload files and give access. Save and come back as often as you need, then press Send intake.
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3
Intake review Upmark Labs
We read your answers and check that every account and key works. If something is missing, we tell you in the panel and by email.
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4
In build Upmark Labs
The delivery clock starts the next working day, and your delivery due date appears in the panel. We build and test against the Scope Card.
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5
In review You
The delivery is ready in your panel. You have 5–15 working days to test it and report anything that does not match the Scope Card.
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6
Live You and Upmark Labs
Fixes and revision rounds are done, the handoff session listed on the Scope Card takes place, and the system runs in your own accounts.
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7
Support Upmark Labs
Post-launch support for the days on the Scope Card, typically 30 for AI products: we fix defects and answer questions.
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8
Completed You
Support ends. You can add optional monthly maintenance, or keep running the system yourself.
Placing the order
Read the product page first: it shows the fixed price, the Scope Card and the list of what you will need to provide. At checkout you choose the delivery speed (Standard, Express or Rush on AI products), add any add-ons, and can leave a note about custom requirements.
If your note fits within the Scope Card, it is simply included. If it goes beyond it, you get a written Change Quote, and that work starts only after you accept it.
Paying
Prices are in US dollars and are paid in full before work starts. Online payment through PayPal is being connected. Bank transfer is available on request: we email an invoice, and your order starts when the funds clear.
Your order, intake form and messages then live in your client panel under My account.
What you provide at intake
The intake form in your client panel is built from the products you bought, so it asks only for what those products need. The product page shows the same list before you buy, and your order confirmation repeats it.
Answers about your business
Company basics, hours, brand voice and the details each product needs, such as the questions customers ask or the rules for qualifying a lead. You can save and finish later.
Files
Upload documents, price lists, FAQs, images or recordings straight into the form: PDF, images, Office files, CSV, TXT, ZIP or video, up to 20 MB each. Files are stored privately, and only you and our team can open them. For larger files, share a link in the notes.
Access, never passwords
For each system the product connects to, such as your CRM, helpdesk, store, telephony, WhatsApp or AI provider, invite our team (hello@upmarklabs.com) as a user, or create an API key you control and can revoke. Then tick the box in the form. Never paste a password.
Accounts stay in your name. We never buy third-party accounts for you, and their running costs, including AI usage during build and testing, are billed to you directly by those providers.
The 72-hour rule and the delay rule
Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Why 72 hours
We can only build once we have your information and access. A complete intake within 72 hours of ordering keeps your build on the planned start and your delivery date where you expect it.
If intake is late
For each day the complete intake arrives after the 72 hours, your delivery date moves by 3 working days, because the slot has to be rescheduled around other projects.
Reminders
You get reminders at 24 and 48 hours after ordering, a notice at 72 hours, and then a daily email listing anything still missing and your revised delivery date.
If intake is still not complete 30 days after your order, the order is paused. Section 9 of the Terms of Use sets out the full rule.
How we review your intake
When you send the intake, the order moves to Intake review. We read your answers against the Scope Card and test each invite or key you gave us. If something is missing or an access does not work, we write to you in the order's message thread, and you get the same note by email.
Once everything is in place, we mark intake complete and access checked. The build starts the next working day.
How your delivery date is set
Your delivery date is the build start plus the working days of the speed you chose, plus any days added by late intake or an accepted Change Quote. It appears in your client panel as soon as the build starts.
Delivery means delivery for your review. Delays caused by your third-party providers also move the date, as the Terms explain.
Delivery times and faster delivery
Every AI product has the same three speeds. Standard is included in the price; Express and Rush are paid options you choose at checkout.
Standard
20–30 working days
Included in the build price.
Express
15–25 working days
Paid option. Adds a share of the build price, from the table below.
Rush
10–20 working days
Fastest paid option. Adds a larger share, from the table below.
| Build price | Express adds | Rush adds |
|---|---|---|
| $1,500 to $2,499 | +20% | +40% |
| $2,500 to $4,999 | +17.5% | +35% |
| $5,000 to $7,499 | +15% | +30% |
| $7,500 to $9,999 | +12.5% | +25% |
| $10,000 to $15,000 | +10% | +20% |
Example: a $4,900 product costs $5,750 with Express and $6,600 with Rush. Faster-delivery prices are rounded to the nearest $50, and every product page shows its own three prices before you buy.
Website and marketing services have no Express or Rush option. Their delivery time is shown on each product page.
Build, review and revisions
While the order is In build, we configure the product, connect it to your systems, load your knowledge and test it against the scenarios on the Scope Card before you see it.
Your review
Deliverables appear in the Deliverables section of your order and you get an email. You then have 5–15 working days to test and report, in writing, anything that does not match the Scope Card.
Revision rounds
Each Scope Card lists the revision rounds included. A round adjusts what was delivered within the Scope Card. New features, channels or integrations are not revisions; they need a Change Quote.
Acceptance
We fix reported defects at no cost. If nothing is reported within the 5–15 working days, the delivery is accepted. You can also accept earlier by telling us.
Handoff and post-launch support
Each Scope Card lists the handoff included, for example a recorded handoff session, so your team knows how to use and check the system. Post-launch support then starts on acceptance and runs for the days on the Scope Card, typically 30 for AI products. It covers fixing defects and answering questions about the deliverables.
After that, optional monthly maintenance covers monitoring, fixes, updates and small changes. WordPress and WooCommerce sites are looked after by webcare24.
Monthly marketing services
Monthly services, such as SEO or social media management, follow the same intake steps. The product page shows when the work starts and the deliverables you get each month. The first 3 months are paid at checkout; after that the service runs month to month and you can stop at the end of any paid month by sending a message in your client panel.
Communication, dependencies and your part
One place for everything: the order page in your client panel. Each order has a message thread; write there and we reply by email and on the same page.
What the build depends on
A complete intake and working access, checked before the clock starts Accounts in your name for every connected tool, with any plan or approval those providers require Answers to our questions in the message thread during the build Your decision on any Change Quote, since its work and its extra days start only once you acceptWhat we ask of you
Name one contact person who can answer questions and make decisions Give accurate information and files you have the right to use Review the delivery within 5–15 working days and report defects in writing Never send passwords, keys or card numbers by email or in a messageQuestions about delivery and intake
When does the delivery clock start?
The clock starts on the working day after your intake is complete and we have checked that your access works. Paying opens the 72-hour intake window; it does not start the build by itself. Your client panel shows when intake is due, and once the build starts it shows your delivery due date, so you always know where the order stands.
What if I cannot send everything within 72 hours?
Send what you have and keep going. For each day the complete intake arrives after the 72 hours, your delivery date moves by 3 working days. We send reminders at 24 and 48 hours, a notice at 72 hours, then a daily email listing what is still missing and your revised date. If intake is still incomplete 30 days after ordering, the order is paused.
Will you ask for my passwords?
No. For each system the product connects to, you invite our team as a user or create an API key that you control and can revoke. The intake form has a box to confirm you have done this. Never paste a password into the form or a message, and never send credentials by email. You can limit our access to what the work needs and remove it at any time.
How do revisions work?
Each Scope Card lists the revision rounds included, usually 2 for AI products. A revision round adjusts what was delivered within the Scope Card, such as wording, rules or the order of steps. New features, channels or integrations are not revisions: they go through a written Change Quote, which you receive of asking.
What if the delivery does not match the Scope Card?
After delivery you have 5–15 working days to test it and report, in writing, anything that does not match the Scope Card. We fix those defects at no cost. If nothing is reported in that time, the delivery is accepted and post-launch support begins. You can also accept earlier by telling us in your order's message thread.
What if you miss the delivery date?
If we miss a date for reasons within our control, the remedies in our Refund and Cancellation Policy apply. A missed Express or Rush date means the premium over the Standard price is refunded. A missed Standard date extends post-launch support by the working days we were late, or you can ask for a credit of 10% of the build price instead.
How do we stay in touch during the build?
Each order in your client panel has its own message thread. Write there and we reply by email and on the same page. The panel also shows the order status, any Change Quotes and new deliverables, and we email you when a deliverable is ready. Please never send passwords or card numbers in a message.
Know the steps? Pick your product.
Each product page lists its price, delivery speeds and exactly what you will need to send at intake, so you can get everything ready before you order.