Choose a package when your deliverables, assets, and milestones fit the fixed specifications listed on the packages page. Choose a bespoke commission when your project demands custom architecture, cross-departmental execution across Technology and Creative, or non-standard timelines.
Deposits are non-refundable once your production slot is held. Before work begins, sums not yet earned are refunded pro rata; after work begins, completed work and booked time are charged. Defects are fixed free of charge within the acceptance window. The full terms are on the Refund Policy page of the main site.
How studio packages work
Packages exist to deliver predictable outputs quickly. The scope, asset count, revision rounds, and technical constraints are pre-set and published directly on the packages page.
When you select a package: 1. Intake and verification: Operations & Client Services reviews your intake form to verify that your supplied materials match the package requirements. First replies are issued within 24 hours during working hours (Monday to Thursday, 09:00–17:00 GMT). 2. Production routing: The project is assigned directly to either the Creative or Technology department. 3. Milestone tracking: Assets are produced according to the static deliverables listed for that tier. 4. Handover: Final files or deployments are supplied upon sign-off.
Because packages run on rigid operational boundaries, they do not accommodate deviations. If your project requires features, file formats, or structural adjustments outside the listed scope, it cannot be run as a standard package.
How bespoke commissions work
A commission is an individually scoped production engagement. It is required when your build spans multiple domains—such as combined digital infrastructure from Technology and bespoke branding or interactive assets from Creative—or when your delivery schedule sits outside standard batch production.
The process for a commission follows a strict quoting path: 1. Brief submission: You submit your complete brief through the portal, detailing functional specifications, technical constraints, required integrations, and deadlines. 2. Review and scoping: Operations & Client Services assesses resource allocation across relevant departments. 3. Quotation: If the brief is complete, a bespoke quote is delivered within 48 hours. If details are missing, the 48-hour clock begins only once all outstanding technical questions are resolved. 4. Commercial agreement: If you were referred by an existing partner, your 10–30% discount is confirmed in writing on the quote itself, and the referring party is credited through the ambassador programme.
Once the quote is accepted and payment is processed, production schedules are locked.
Critical operational comparisons
| Operational Factor | Studio Package | Bespoke Commission | | :--- | :--- | :--- | | Scope structure | Rigid, predefined list on packages page | Tailored to your specific project brief | | Pricing | Listed upfront on packages page | Calculated individually per quote | | Department allocation | Usually single department (Creative or Technology) | Can integrate Creative and Technology simultaneously | | Turnaround baseline | Fixed timeline based on tier | Milestone schedule agreed in written quote | | Quoting time | Immediate via selection | Within 48 hours of receiving a complete brief |
Commercial terms and failure points
Exceptions are granted solely at the studio's discretion.
Operational friction typically arises from two failure points: * Package overflow: A client purchases a package but introduces requests during production that exceed the fixed deliverables. The studio will not absorb out-of-scope requests inside a package workflow. Work will pause until either the request is withdrawn or Operations & Client Services issues an amendment quote. * Incomplete briefs for commissions: Clients frequently request bespoke quotes without technical parameters (such as hosting infrastructure, content inventories, or platform dependencies). The 48-hour quotation target applies strictly to complete briefs. Partial briefs remain in intake triage until all clarifying questions are answered via the Ask Xylo chat.
Selection checklist
Review this checklist before initiating work on the portal:
- [ ] Are your deliverables fully detailed on the packages page? If yes, select a package.
- [ ] Do you require bespoke engineering, custom integrations, or cross-discipline creative direction? If yes, prepare a brief for a commission.
- [ ] Do you have all source files, brand guidelines, and copy ready for intake? Both pathways require client assets before work commences.
- [ ] Do you have a referral code? Ensure it is supplied during intake so the 10–30% discount can be validated in writing on your quote.
- [ ] Do your delivery expectations align with studio operating hours? Studio operations run Monday to Thursday, 09:00–17:00 GMT.