Marketing Client Engagement Policy

1. Key definitions

• Business Day: Monday–Friday, AEST.
• Service Cycle: the complete service lifecycle composed of the Production Cycle, Publication Cycle and Reporting Cycle.
• Production Cycle: a structured five-week production process starting on a Monday, carried out prior to the Publication Month.
• Accelerated Production Cycle (new clients): for new Clients only, Sigma may apply an accelerated production cycle of approximately two weeks prior to the Publication Cycle, provided the Client fully aligns with Sigma's predefined availability for meetings, filming and approval deadlines. A fixed accelerated timeline is not guaranteed unless all availability conditions are met.
• Minor Changes: simple, low-impact adjustments that do not alter the structure of the content (copy edits, text corrections, colour tweaks, minor trims, captions, subtitles, formatting).
• Medium Changes: substantial modifications to the editing of pre-recorded content that alter pacing, structure, sequencing, visual treatment or narrative flow, without new filming.
• Major Changes: any change that requires new filming, additional recording sessions, or new raw content. Only permitted during the virtual strategic meeting.

2. Service summary & deliverables

Sigma provides structured content creation and publication oversight under a cycle system. Deliverables include the agreed content pieces — reels, carousels, images, stories and other agreed pieces. Reposts do not count as additional deliverables unless explicitly included in the SOW.

3. The Service Cycle

The Service Cycle is composed of the Production Cycle, the Publication Cycle and the Reporting Cycle. Platforms covered are those agreed in the Client Agreement.

Production Cycle — 5 weeks, starts on a Monday:

• Week 1: internal strategy development and preparation of the marketing plan for the upcoming Publication Month.
• Week 2, Monday: invoice issuance for the upcoming Publication Month and delivery of the prior-month Metricool report; scheduling of the virtual strategic meeting and the filming session.
• Week 2, Tuesday–Thursday: virtual strategic meeting with the Client — strategic and directional content decisions are defined here.
• Week 3, Monday–Friday: filming session with the Client; content is recorded and uploaded on-site to Sigma's Microsoft Workspace.
• Week 4: content editing and internal quality assurance.
• Week 5, Monday: delivery of content for Client review. A single 24 business-hour review window applies; minor and medium changes are permitted in accordance with the service rules. No new filming is included.
• Week 5, Friday: final approval deadline. For each piece the Client must choose: Publish, Do Not Publish, or Carry Over to the Next Cycle. Content not approved for publication is considered operationally completed by Sigma.

Publication Cycle: Sigma monitors that scheduled content publishes correctly during the Publication Month and performs manual publishing actions where platform or tool limitations require it. Unless otherwise agreed, reels go to Instagram, Facebook, TikTok and YouTube Shorts as applicable; stories, posts and carousels to Instagram and Facebook only.

Reporting Cycle: a monthly performance report is generated with Metricool and sent automatically to the Client's designated email address. Sigma verifies delivery and may re-send the report on request or if delivery issues are identified.

4. Meetings, attendance & lateness

• Virtual meeting lateness: a 15-minute grace period applies. Beyond it, Sigma's proposed strategy is deemed approved by default; the Client may only request removal of specific pieces for that cycle, and no major changes are permitted.
• Filming session lateness: a 30-minute grace period applies. No-show, arrival more than 30 minutes late, or cancellation within 24 hours of the session incurs a rescheduling fee equal to 40% of the monthly service fee; the session and final delivery date are re-scheduled subject to Sigma's availability, with the delay attributed to the Client.
• Client-initiated re-scheduling after Monday of Week 2 is subject to Sigma's availability and shifts the final delivery date, attributable to the Client.
• Sigma delay or no-show: Sigma re-schedules the affected stage at no cost and accelerates internal processes to preserve the original delivery date, provided the Client's availability reasonably allows it.
• AI meeting minutes: Sigma may record virtual meetings with AI tools to generate minutes and summaries; for in-person meetings, AI note-taking is used only with the Client's consent. Generated summaries are shared via the Primary Channel.
• Standard filming session: approximately 30 minutes of setup, 30 minutes of content briefing, 1 hour of filming and 1 hour for quick selection and upload.

5. Approvals & change rules

• Major changes are only permitted during the Week 2 virtual strategic meeting.
• Single revision round on Week 5, Monday: minor and medium changes only, within the quantity and scope defined in the Client Agreement; no new filming.
• Additional filming requested outside the strategic meeting is billed at 40% of the monthly service fee and scheduled per Sigma's reasonable availability, with a reasonable re-scheduling of the cycle.
• Revision statuses: each piece is marked Approved, Re-edit with notes, or Rejected.
• Final approval (Week 5, Friday): each piece must be marked Publish, Do Not Publish, or Carry Over to Next Cycle.
• Late approval: with no response within 24 business hours of the Week 5 Monday delivery, all content is deemed approved as delivered; the Client may still request Do Not Publish for specific pieces.

6. Payments, suspension & pricing

• The monthly fee is invoiced on Week 2, Monday of the Production Cycle and payable within 7 calendar days. All fees are in AUD.
• Non-payment triggers service suspension and a full cycle reprogramming once payment is received; no acceleration of a delayed cycle is guaranteed.
• Late payment does not affect an ongoing Publication Cycle, as its Production Cycle must have been fully paid in advance.
• Sigma may suspend services immediately if a legal, reputational or compliance risk is identified.
• Annual pricing adjustment: pricing increases at each financial-year cut-off, notified via the Primary Channel. If not accepted, the cycle grace mechanism applies (Cycle 1 current terms → Cycle 2 grace → Cycle 3 acceptance or termination).

7. Service performance guarantees

• Sigma provides operational, non-financial guarantees. No refunds, penalties, credits or monetary compensation apply unless expressly stated in the Client Agreement.
• Deliverables guarantee: Sigma guarantees delivery of the total number of content pieces agreed for the Service Cycle. If Sigma falls short due to internal causes, Sigma works additional hours and allocates extra resources at no extra cost until the cycle is completed in full.
• If Sigma is late or absent for a meeting or filming session, the stage is rescheduled at no additional cost and internal processes are accelerated to preserve the delivery date where the Client's availability allows.
• The sole remedy for an operational failure is service completion through additional operational effort; any economic or financial guarantee applies only if expressly included in the Client Agreement.
• The guarantee does not cover delays caused by the Client, third-party platforms or tools, force majeure, or content excluded by Client decision.

8. Exclusions & third parties

• Unless contracted separately, the service does not include paid advertising campaigns (Meta, Google, TikTok Ads, etc.), event participation or coverage, additional filming sessions, or provision of raw footage or editable project files.
• Sigma is not liable for outages or issues caused by third-party platforms and tools (Meta/Facebook/Instagram, Google, TikTok, YouTube, Metricool, Microsoft Workspace/OneDrive, internet or power providers, or the Client's devices).
• Sigma makes no guarantee of specific results — sales, follower growth, engagement or any other particular outcome. The commitment is professional service execution and reporting as described.

9. Intellectual property & client responsibility

• Sigma retains ownership of its systems, methodologies, processes, templates, tools and internal documentation.
• The Client owns the final deliverables created for its business once they are fully paid.
• The Client warrants it holds the rights to all materials it provides (logos, music, images, text, videos) and is exclusively responsible for its operations, premises and practices recorded during filming, and for any use of the deliverables after delivery.
• Sigma acts strictly as a content producer and does not verify, audit or guarantee the legality, compliance, hygiene, safety or correctness of the Client's operations.

10. Confidentiality, acceptance & liability

• Both parties keep confidential all operational, technical, financial and strategic information exchanged, including pricing and commercial terms.
• Execution of the services, use of deliverables, publication of content or continuation of any Service Cycle constitutes full acceptance of the services and applicable policies. All payments are non-refundable once a Production Cycle has commenced.
• Sigma's total liability is limited to the amount actually paid by the Client in the 30 days preceding the event giving rise to the claim; no liability for indirect, incidental or consequential damages.
• The Client indemnifies Sigma for claims arising from the Client's content, operations, materials or use of deliverables.
• Sigma is not liable for delays caused by the Client or by force majeure (platform outages, internet or power failures, governmental actions, pandemics, labour disruptions, third-party interruptions).
• The Client may not use Sigma's name, brand or logo for marketing, testimonials or third-party communications without prior written consent.

11. Policy updates & termination

• Sigma may update this Policy from time to time. Acceptance via the Primary Channel makes an update effective immediately; otherwise the cycle-based process applies: Cycle 1 under the previous policy, Cycle 2 as grace period, Cycle 3 acceptance or termination.
• Termination by either party follows the same cycle-based logic: the service continues through the current active cycle plus one additional grace cycle, after which termination becomes effective. Immediate termination only applies if both parties expressly agree in writing via the Primary Channel.

12. Governing law & language

This Policy and any related agreement are governed by the laws of the State of Victoria, Australia, and the parties submit to the exclusive jurisdiction of its courts. In case of inconsistency between language versions, the English version prevails.

13. Contact

Questions about your engagement: info@sigmaaisolutions.com
Sigma AI Solutions, Victoria, Australia.