If your project requirements alter before a formal quote has been issued, the quoting process pauses and restarts around the new specifications. Your 48-hour bespoke quote window resets to zero from the moment our team receives your complete, updated brief.
Quoting timeline and scope adjustments When you submit an inquiry for bespoke work, our standard delivery target for a formal quote is within 48 hours of receiving a complete brief. This timeframe applies strictly during studio working hours, which run Monday to Thursday, 09:00 to 17:00 GMT. Operations & Client Services acknowledges initial update messages within our standard 24-hour first reply target.
Submitting changes while a quote is in draft invalidates that draft immediately. Because pricing, technical feasibility, and resource allocation depend entirely on deliverables, any amendment requires a fresh assessment. The 48-hour countdown begins again only when every updated specification, technical dependency, and asset requirement has been received and confirmed as complete. Providing revisions piecemeal across several messages keeps the brief open, and the quoting window will not commence until the full set of information is logged.
If your scope change shifts the work from custom requirements into standard fixed deliverables, a bespoke quote is no longer necessary. Package work is priced on the packages page, and you can reference those set parameters directly.
Departmental review process Once a complete set of updated specifications is received, Operations & Client Services coordinates review across the studio's disciplines:
1. Operations & Client Services logs the changes, archives the superseded scope, and recalculates timeline availability. If you are a referred client, the team confirms your eligible discount—typically 10% to 30% off, confirmed in writing directly on the quote—while ensuring your referrer is accredited through the ambassador programme. 2. Technology reviews revised functional requirements, system architectures, integrations, third-party services, and deployment pipelines to determine technical viability. 3. Creative evaluates new visual deliverables, creative production volumes, art direction adjustments, and file preparation requirements.
This cross-departmental review ensures that the final quote reflects achievable production milestones rather than an unverified estimate.
What you must supply To prevent quoting delays, avoid sending rolling adjustments. Submit a single, consolidated brief update that clearly isolates what has changed. Your submission must include:
- An explicit list of previous requirements that are now cancelled or superseded.
- Detailed specifications for all new deliverables, functionality, or formats.
- Revised technical constraints, platform choices, or asset dependencies.
- Any updated delivery deadlines or fixed milestones.
- Your referral status, if applicable, so promotional adjustments are captured.
All brief updates must be submitted via the Ask Xylo chat on this portal. Brief adjustments sent outside the portal are not tracked against active tickets.
Complications and edge cases Most quoting delays prior to contract agreement result from unclear changes. The primary operational complications include:
- Continuous amendments: Submitting minor scope changes daily resets the 48-hour SLA with every message received, preventing the studio from issuing a firm price.
- Implicit scope reductions: Stating new requirements without confirming which old requirements should be dropped causes conflicting assumptions. Removals must be stated explicitly.
- Unsupported technical scopes: If an expanded brief requires platforms or technologies outside the remit of our Technology or Creative departments, Operations & Client Services will inform you that the scope cannot be quoted or delivered.
- Out-of-hours submissions: Brief changes sent after 17:00 GMT on Thursday enter the review queue at 09:00 GMT on Monday. The 48-hour bespoke quote window only runs across operational studio days.
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. Finalising all scope requirements thoroughly before quote acceptance protects both parties from committing resources to misaligned objectives.
Brief revision checklist Before submitting your modified brief via the Ask Xylo chat, ensure you have completed the following:
- [ ] Compiled all alterations into a single, comprehensive update.
- [ ] Clearly separated added deliverables from removed or superseded tasks.
- [ ] Confirmed all updated technical, creative, and asset requirements.
- [ ] Highlighted any changes to project deadlines or launch dates.
- [ ] Stated your referral details to ensure the 10% to 30% discount is applied.