Working together – always possible terms and conditions
Our success is only ever determined by the trust, critical friendship and attunement we have with clients. We want you to enjoy working with us, and we want to exceed your expectations in delivery outcomes. Thank you for reading this and being on the same page from the beginning.
How do we come up with our prices?
We base our prices on three main project variables:
- Scope of project
- Resources and specialist team skills required
A little bit is also based on how you want, or need, to work with us and if we need to take a specific approach.
We’ve spent a lot of time thinking about this and have a wealth of experience in running projects to tight deadlines and so our prices are based on the lowest possible amount we could deliver something for without compromising on quality or our values.
With the exception of direct tenders, all of our work is bespoke. We love nothing more than a project with great ambition that needs a bit of work to get off the ground. We really enjoy breathing life into ideas and co-designing projects with impact and legacy. This work takes time and resource, so costs appropriately.
Before a project is agreed, we will take the time to discuss your budget and our costs. We will meet with you to discuss your needs and potential approaches, ask you to fill out our new client questionnaire, and we will then put forward a proposal from which we can adjust and agree fees before moving forward to creating a Service Level Agreement (SLA) for you.
Where we have provided a quote and you need to find savings, we can negotiate around specific savings that can be made by reducing scope or resourcing. For example:
- If a workshop session takes place online instead of in person. Neither we, nor your attendees, need to travel = lower rate
- If you don’t need a full resource / report created as a follow-up = lower rate
Please also note, our prices are based on projects that agree to our payment terms. To find out more about this, please read the ‘payment terms’ section.
When does my project start?
Your project begins on the day you approve your SLA with us. This document will outline the scope of the project, the deliverables, the proposed project length, the cost, the project team and set out the terms to which always possible, and you, agree to work.
Draft SLAs are live for 10 working days, which means you need to approve and sign the agreement within this time to secure the project. If you need more time, that’s fine. Just let us know as soon as you can. When you’re ready to progress, we’ll have a conversation to ensure that originally proposed timelines can still be met or agree any changes with you.
The most important thing to understand here is that always possible will not carry out any work on your project before the SLA is signed, so be mindful if that affects any proposed timelines.
What are the payment terms?
Our standard payment terms are 14 days from invoicing. This helps us resource all of our projects effectively and meet milestones and deadlines on time. We’re open to discussing invoicing schedules but request monthly payments as standard when there are multiple payments.
Where projects are paid for over a number of months, the final payment must be received before we submit any final piece of work to you. A controversial approach? Hear us out.
We request this because we know that sometimes more people are involved in a project as it progresses than when it started – you might suddenly need to show Ben and Sandra the report, for example. That can take time and that results in delays. If timelines are delayed then we need to charge you more and we don’t really want to do that. If you pay up front before the final piece of work is submitted, you still get whatever edits or tweaks that were agreed (we won’t walk away until we’re all happy!) but it means, if Sandra takes a while to read the report which subsequently delays you coming back to us, we won’t charge you for that because you’ve already paid. You. Are. Welcome.*
Projects priced under £1,500 (excl. VAT), must be paid upfront before work commences (i.e. you pay for your project as if you were ordering a product online or booking a hotel room). As this is likely to be a short project, it means we can move quickly and have all resources in place to service everything you need immediately. If you can’t make an immediate payment, let us know quickly so we can adjust your timeline accordingly, and we’ll be ready to go when you are. If you are booking a workshop, please be aware that we will not be able to deliver this until we have received an initial payment so please do consider this when you’re working to a tight deadline. Details of your payment plan will be included in your SLA.
*Charges for delayed timelines may still be applicable if you fail to comply with the conditions agreed to in your SLA.
What if I can't meet the payment terms?
We know all businesses and organisations have their own set of terms and conditions. If you can’t meet ours then talk to us about what’s manageable. We’ll do our best to accommodate alternative terms (we can work to terms of up to 30 days, but that will always be our maximum and may result in a higher overall cost depending on the size of the project) and keep to original timelines.
Where this isn’t practicable, we’ll work with you to find the best outcome so we can still help you with your project. It’s important to note, however, that we will not be able to work on your project until payment terms and an SLA have been agreed.
Can I make changes to my project once it's agreed / started?
The simple answer is yes, the slightly more complicated answer is yes, but. The ‘but’ relates to the type of project we’re working with you on. We are all about co-design and development and on our long-form, high impact projects it is essential to continually review and reshape things to ensure the overall aims are met. On shorter, quick turnaround projects it is much harder to do this and more often than not, changes mean delays. It’s therefore really important that any potential changes are talked through with your project lead in good time so that everyone is in agreement about next steps to achieving all your aims.
During any periods of change on a project we’ll pause all existing work until any changes are confirmed. This means that approaching deadlines may be affected, so always talk this through with your project lead. Where additional work or resource is needed to incorporate changes, we’ll make sure you’re aware of any additional charges for our time which may include an SLA alteration. Charges are always made at our standard day rate and will be added on to the next invoicing round.
What if I'm not happy?
In the unlikely event that you are dissatisfied with the work always possible carries out, we welcome your thoughts and feedback. We will have an honest and open conversation with you about where you think things are not quite right and we’ll always do everything we can to rectify issues. Sometimes, problems occur when new people are brought in to look at work and they haven’t had the full context. Things can look incomplete, confusing or just wrong. We understand that and where this happens we’re happy to talk through the work that was commissioned, the outcomes that were agreed and the work that is still taking place to bring everyone along with us.
Should you ever feel like the work carried out doesn’t meet your expectations, we’ll use the SLA and the proposal to work through challenges together and see if there has been any ‘mission creep’ or misunderstanding. The SLA will be the ultimate tool in determining if always possible (or you) have not delivered as agreed. If it is clear that always possible have not been able to to fulfil the terms of the agreement, we’ll be happy to discuss a reasonable restructure of remaining work to meet outstanding aims. We cannot offer refunds where deliverables and outcomes are demonstrable.
What does always possible need from us as a client?
What a lovely question, thank you for asking! In all honesty, we aren’t very needy. All that we ask for is a consistent project lead from your end; someone that will be available throughout the project to answer questions, provide feedback and sign-off against milestones. We will create a timeline for the project for you to feed in to and approve and we’ll make it clear what we need from you, and by when, so you can structure your time effectively – we know you’ll have many competing priorities so we’ll make it easy for you.
Crucially, you need to know how important you and your input are to a project. If you aren’t going to be around or aren’t able to meet the agreed feedback and sign-off dates, that’s OK. Just tell us in good time and we’ll do our best to work around things. And equally, if we are ever unable to meet a deadline, we’ll tell you quickly and provide solutions or suggestions to minimise impact.
Problems on projects generally only arise because communication has broken down or something has been misunderstood – so let’s hold each other to account to ensure this doesn’t happen.
always possible Core Team
always possible Associates
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