Service Policy — All Services

Effective Date: 15 September 2026

This Service Policy (“Policy”) establishes the general commercial and operational framework under which Obrive Industries Private Limited (“Obrive”, “Company”, “we”, “us”, or “our”) provides professional services to customers. It applies together with the applicable quotation, proposal, statement of work, purchase order, master service agreement, retainer agreement, subscription/order form, invoice and other written commercial documents (“Contract”). If a signed Contract contains service-specific terms that differ from this Policy, the Contract will govern to the extent of the difference.

Obrive provides connected digital product, technology, AI, design, development, commerce, integration, content, search-discovery and immersive technology services. Our service model is designed around a practical principle: understand the customer’s business objective, users, workflows, information, technology environment and desired outcome, then define the appropriate scope, delivery approach and responsibilities.

This Policy is intended to make the customer relationship clear before and during delivery. It explains how scope, approvals, customer responsibilities, timelines, resources, revisions, testing, deployment, support, third-party dependencies, recurring services, payments, intellectual property and service changes are generally handled.

The Policy does not promise a particular commercial result unless that result is expressly stated as a contractual obligation in writing.

1. Website Design

Website strategy, information architecture, UX, UI, responsive design, interaction design, prototypes and design systems.

2. Website Development

Front-end, back-end, CMS, custom functionality, integrations, performance, testing and deployment.

3. Mobile App Design

Mobile user journeys, UX, UI, prototypes, design systems and platform-specific design.

4. Mobile App Development

iOS, Android, cross-platform applications, backend connectivity, APIs, testing, release preparation and maintenance.

5. UI/UX Design

User research, product UX, information architecture, interaction design, interface systems, prototyping and usability-oriented design.

6. Web App & SaaS MVP Development

Web applications, SaaS products, MVPs, dashboards, portals, workflows, subscriptions, authentication, integrations and scalable foundations.

7. AI Solutions

AI-enabled applications, generative AI experiences, assistants, agents, automation, knowledge systems, intelligent workflows and AI integrations.

8. AI Consulting

AI strategy, readiness assessment, opportunity discovery, use-case prioritization, architecture, governance, roadmap and implementation advisory.

9. eCommerce Development

Online stores, catalogues, product experiences, commerce workflows, checkout, payment integrations, order flows and related systems.

10. API & Integration

API design/development, system integrations, ERP/CRM connections, automation, data exchange and third-party interoperability.

11. Content Marketing

Content strategy, editorial planning, thought leadership, content creation, distribution, content operations and measurement.

12. SEO Services

Technical SEO, on-page optimization, information architecture, content optimization, search strategy, local/eCommerce/enterprise SEO and ongoing improvement.

13. AEO Services

Answer-engine optimization, answer-focused information architecture, FAQs, structured information and answer visibility preparation.

14. GEO Services

Generative Engine Optimization, entity clarity, topical authority, machine-readable information, generative discovery and AI-era visibility.

15. 3D & Immersive Technology Services

3D design and development, Augmented Reality, Virtual Reality, Mixed Reality and Spatial Computing experiences, visualizations, simulations and interactive applications.

Every engagement begins with an agreed commercial scope. Depending on the project, Obrive may provide a discovery phase, proposal, statement of work, milestone plan, retainer plan or other written service definition.

• Scope is determined by the approved Contract and associated documents.

• Services not expressly included in the agreed scope are treated as additional work.

• Obrive may recommend phased delivery where a requirement is complex, uncertain or dependent on discovery.

• Where requirements are not sufficiently defined, discovery, research or technical assessment may be required before final implementation scope is confirmed.

• Customer requests made after approval may require a change request, revised fee or revised timeline.

The agreed scope is the basis for estimating effort, resources, timeline and fees. A request that changes functionality, design direction, platform, content volume, integrations, technology, device support, data requirements or acceptance criteria may be treated as a scope change.

• New features or functionality may require additional development effort.

• Additional design directions or revision rounds may be chargeable where they exceed the agreed scope.

• New integrations, APIs, third-party tools or migration requirements may change cost and timeline.

• Customer-requested changes after approval may require rework of completed deliverables.

• Obrive may pause affected work until the change is commercially approved.

Successful delivery depends on timely customer participation. The customer is responsible for providing accurate information, approvals, access and materials required for the agreed service.

• Provide accurate business requirements, content, brand assets, product information and other inputs.

• Provide timely access to domains, hosting, repositories, APIs, analytics, CMS, app-store accounts and other systems where required.

• Nominate appropriate decision-makers and reviewers.
• Provide consolidated feedback within agreed review periods.
• Review and approve deliverables promptly.

• Maintain ownership and authorization for customer-provided content, data, software, trademarks, images and other materials.

• Ensure that supplied data and content may lawfully be processed and used for the project.

Project timelines are based on the scope, assumptions, dependencies and customer responsibilities stated in the Contract. Timelines may change when requirements change or when required customer inputs, approvals, credentials, content, third-party services or technical access are delayed.

Obrive will make reasonable efforts to communicate material delivery risks. A delay caused by customer dependencies does not automatically constitute an Obrive service failure.

Depending on the engagement, Obrive may conduct discovery involving stakeholder discussions, user journeys, technical assessment, information architecture, competitive context, data review, content review or feasibility analysis.

Discovery findings may refine the recommended solution. Discovery does not automatically include production development unless expressly included in the Contract.

For design engagements, deliverables may include concepts, wireframes, prototypes, UI screens, responsive layouts, design systems and specifications as defined by scope.

• Design direction should be reviewed at agreed checkpoints.
• Customer approval allows Obrive to progress to subsequent stages.

• Requests for fundamentally different creative directions after approval may constitute additional work.

• Final production implementation is included only when development is part of the Contract.

• Design files, editable source files and design-system assets are provided according to the agreed deliverables.

Website and web application development may involve front-end, back-end, CMS, databases, authentication, APIs, analytics, hosting, deployment and third-party systems.

• Supported browsers, devices, environments and integrations are limited to the agreed scope.

• Hosting, domains, premium plugins, licences, APIs and third-party infrastructure may be separately chargeable.

• Production deployment requires required customer access and approvals.

• Post-launch changes outside agreed warranty/support are treated as new work.

• Customer-owned infrastructure may remain under customer administration after handover.

Mobile development may depend on Apple, Google, device manufacturers, operating-system versions, SDKs, app-store policies, certificates and third-party services.

• App-store submission does not guarantee approval by Apple, Google or another platform.

• Store fees, developer accounts and platform charges are generally customer responsibilities unless expressly included.

• Operating-system changes after delivery may require maintenance work.

• Device-specific behavior outside the agreed test matrix is not automatically a defect.

• Customer is responsible for maintaining required developer accounts and credentials.

AI engagements may include model selection, prompt and workflow design, retrieval systems, agents, automation, knowledge systems, AI interfaces, evaluation and governance.

• AI output can be probabilistic and may require human review.

• Model providers, APIs, pricing, capabilities, limits and policies may change.

• Customers remain responsible for decisions made using AI outputs unless the Contract expressly assigns a different responsibility.

• Obrive does not guarantee that an AI system will always produce correct, complete or commercially successful results.

• Sensitive, regulated or high-impact use cases may require additional governance, testing, security and legal review.

SEO, AEO, GEO and content services are optimization and strategic services rather than guarantees of search-engine or generative-engine outcomes.

• Search rankings, traffic, AI mentions, citations, featured answers, leads and conversions are influenced by external systems and market conditions.

• Search engines and AI systems may change algorithms, indexing, presentation or eligibility requirements.

• Content performance depends on authority, competition, audience behavior, website quality, technical factors and other variables.

• Obrive will not represent an external platform’s decision as being fully within its control.

• Any performance guarantee must be expressly stated in the signed Contract.

eCommerce projects may include product catalogues, customer journeys, checkout, payment integration, shipping logic, order management and third-party commerce systems.

• Payment gateway approval and uptime are controlled by the provider.

• Merchant accounts, banking relationships, tax settings and commercial policies remain the customer’s responsibility unless expressly contracted.

• Product, pricing, inventory and legal information supplied by the customer must be accurate.

• Third-party marketplace or payment-provider policy changes may require additional work.

Integrations depend on the capabilities, documentation, credentials, uptime, limits and policies of connected systems.

• Obrive cannot guarantee uninterrupted operation of an external API.
• API changes or deprecations may require additional development.

• Customer must obtain authorization and access to systems it asks Obrive to integrate.

• Data mapping, migration and reconciliation assumptions should be documented in the Contract.

• Third-party integration charges are generally additional unless expressly included.

Immersive engagements can involve 3D assets, real-time rendering, spatial mapping, device capabilities, sensors, tracking, interaction systems and platform-specific development.

• Supported devices, operating systems and performance targets must be agreed during scope definition.

• 3D asset quality depends on source materials, modelling complexity, polygon budgets, textures and target hardware.

• Device tracking, spatial anchors, environmental conditions and hardware capabilities can affect experience quality.

• Hardware, headsets, sensors and specialist third-party software are generally customer-provided or separately chargeable unless included.

• New device support after scope approval may require additional development and testing.

Customers remain responsible for the legality, accuracy and authorization of materials they provide. Obrive may rely on customer-provided information when producing content, design, software, AI systems or digital experiences.

• Customer-provided claims, statistics, product information and legal statements should be reviewed by the customer.

• Obrive may request clarification where supplied information appears incomplete or inconsistent.

• Customer must have appropriate rights to use supplied images, videos, fonts, trademarks, datasets, code and documents.

• Delays in receiving content or data may affect delivery.

Obrive may use formal or informal approval checkpoints for requirements, wireframes, designs, prototypes, content, development milestones, staging builds and final releases.

Customers should provide consolidated feedback within the review period stated in the Contract. Approval or acceptance of a milestone means Obrive may proceed to the next stage and may limit the ability to treat previously approved work as defective merely because preferences later change.

Obrive may conduct testing appropriate to the agreed scope, including functional, responsive, integration, usability or device testing.

• Testing is performed against the agreed requirements and supported environments.

• Minor defects that do not materially prevent intended use may be addressed according to the support/warranty terms.

• Defects caused by customer changes, third-party changes, unsupported environments or unauthorized modifications may fall outside the included correction period.

• New functionality is not treated as defect correction.

• Customer should report reproducible defects with sufficient information for investigation.

Launch or handover occurs according to the agreed project plan. Customer dependencies such as domain access, hosting credentials, app-store accounts, payment gateways, production data or approvals must be available.

Once a deliverable is handed over and accepted, subsequent changes, enhancements or new requirements may be treated as a separate service.

Support and maintenance are provided only where included in the Contract or purchased separately. A project fee does not automatically create unlimited lifetime support.

• Support scope, hours, response times and channels are determined by the applicable agreement.

• Maintenance caused by third-party platform changes may be separately chargeable unless included.

• Security monitoring, hosting administration, content updates and ongoing optimization are separate services unless expressly included.

• Warranty correction does not include feature expansion or redesign.

Monthly retainers reserve Obrive resources for an agreed service period. The customer receives the service allocation defined in the retainer agreement.

• Monthly fees and service periods are governed by the retainer Contract.

• Unused capacity does not automatically roll over unless expressly agreed.

• Customer priorities should be communicated in accordance with the retainer workflow.

• Requests exceeding the retainer allocation may require additional fees.

• Cancellation and notice periods are governed by the Contract.

Quarterly engagements are structured around a three-month service cycle or other period expressly agreed in writing. Work is planned around objectives, capacity and milestones for that period.

• Quarterly scope and capacity are defined in the applicable agreement.

• Changes to quarterly objectives may affect deliverables and timelines.

• Unused capacity is not automatically refundable or transferable unless expressly agreed.

• Renewal and cancellation follow the Contract.

Annual and multi-year engagements may include reserved capacity, strategic planning, dedicated resources, preferential commercial terms, platform work or ongoing optimization.

The agreed term, payment schedule, renewal and termination rights are governed by the Contract. A long-term commitment is not automatically converted into a monthly arrangement if a customer elects to discontinue use before the end of the agreed term.

Obrive may use or integrate third-party services such as hosting, cloud platforms, AI models, APIs, payment gateways, analytics tools, app stores, CMS platforms, software libraries, stock assets and other external technology.

• Third-party terms may apply independently.

• Third-party outages, pricing changes, policy changes or deprecations are outside Obrive’s sole control.

• Third-party subscriptions and licences may be separately chargeable.

• Where an external dependency materially changes, Obrive may propose an alternative or change request.

Ownership and licensing of deliverables are determined by the Contract. Unless the Contract expressly states otherwise, payment for a service does not automatically transfer every underlying tool, framework, reusable component, methodology, library, template or pre-existing intellectual-property right used by Obrive.

Customer-owned materials remain the customer’s property. Obrive’s pre-existing materials, general know-how, reusable components and third-party assets remain subject to their respective ownership and licence terms unless expressly assigned in writing.

Final ownership or licence transfer of contracted deliverables may be conditional on receipt of all amounts due, where permitted by the Contract and applicable law.

Obrive will handle customer confidential information according to the applicable Contract and privacy commitments. Customers should provide only the information reasonably necessary for delivery and must ensure they have authority to provide any personal, business or technical data supplied to Obrive.

Where a service requires access to production systems, credentials or sensitive environments, the parties should follow appropriate access-control and security practices.

Obrive will apply reasonable professional practices appropriate to the contracted service. However, no internet-connected system can be guaranteed to be completely immune from vulnerabilities, outages or attacks.

Customers remain responsible for security of accounts, passwords, credentials, devices, infrastructure and third-party services under their control unless a specific security-management responsibility is contracted to Obrive.

Fees, payment schedules, taxes and invoicing are governed by the applicable commercial documents. Unless expressly stated otherwise, applicable GST and statutory taxes are additional to professional fees. Payment methods may include credit cards, debit cards, UPI and bank transfer/NEFT/RTGS/IMPS where made available.

Customers should read Obrive’s Refund Policy and GST & Taxes Policy together with this Service Policy. The Refund Policy establishes the general refund and cancellation framework, while the GST & Taxes Policy addresses tax and invoicing matters.

Service cancellation does not automatically create a refund. Payments and cancellations are governed by the applicable Contract and Obrive’s Refund Policy.

Where a customer raises a genuine material delivery issue, Obrive should be given a reasonable opportunity to investigate and correct or re-perform affected work before a refund is considered, subject to the Contract and applicable law.

• Customers must not use Obrive-delivered systems or content for unlawful purposes.

• Customers must not knowingly provide malicious code, unauthorized credentials or unlawful data.

• Customers must maintain required licences and permissions for their own systems and materials.

• Customers must not represent unapproved prototypes, draft content or development environments as production-ready products.

• Customers are responsible for compliance obligations specific to their industry and business operations unless expressly included in Obrive’s scope.

Customers operating in healthcare, finance, government, education, pharmaceuticals, aviation, automotive, energy or other regulated sectors may have additional legal, security, accessibility, data, safety or compliance requirements.

Such requirements should be disclosed during discovery and included in scope where Obrive is expected to design or implement against them. Obrive does not assume regulatory responsibility merely because it provides technology services to a regulated industry.

Obrive may suspend or pause services where reasonably necessary due to overdue payments, missing required access, security concerns, unlawful use, material breach, third-party dependency failure or other circumstances permitted by the Contract.

Where practical, Obrive will communicate the reason for a service pause and the steps required for resumption.

Obrive is not responsible for delays caused by events reasonably outside its control, including major infrastructure outages, third-party failures, governmental restrictions, natural disasters, cyber incidents affecting external providers, widespread internet disruptions, war, civil disturbance or other force-majeure events. Contract-specific remedies apply.

Obrive provides professional services intended to support business, product, technology or marketing objectives. Unless expressly guaranteed in a signed Contract, Obrive does not guarantee specific revenue, leads, sales, rankings, traffic, conversions, app-store approval, AI citations, market share, ROI or other commercial outcomes.

This Policy provides the general service framework. The signed Contract, statement of work, order form, proposal, retainer agreement and approved change requests define the specific engagement. If documents conflict, the applicable contractual hierarchy should be followed as stated in the Contract; otherwise, the more specific signed service provision will generally control over this general Policy, subject to applicable law.

• Review the quotation and scope.
• Confirm deliverables and exclusions.
• Confirm timeline and customer dependencies.
• Confirm revision and approval process.
• Confirm payment schedule and applicable taxes.

• Confirm retainer period, capacity and notice requirements where relevant.

• Confirm third-party costs and account ownership.
• Confirm support, warranty and maintenance terms.
• Confirm intellectual-property and handover terms.
• Confirm any industry-specific compliance requirements.

Obrive believes a strong customer relationship starts with clear expectations. Before approving an engagement, customers should review the scope, assumptions, deliverables, exclusions, timeline, payment terms, tax treatment, support terms and cancellation provisions.

If you have a service requirement, need clarification on an existing engagement or want to understand which Obrive service is appropriate for your business objective, contact the Obrive team before work begins.

Talk to Obrive Industries about your project, digital product, AI initiative, marketing program, integration requirement or immersive technology requirement.