Service Delivery Policy How your planning work is prepared and delivered

1. Overview

This policy explains how DIOGENES MUSIC LTD provides its music event planning consultation services. It applies to planning work agreed directly between the company and the customer.

Our service focuses on understanding an event brief and preparing practical written guidance. Depending on the agreed scope, this may cover event structure, programme planning, preparation schedules, staffing considerations, technical requirements, resource needs and suggested next steps.

Each project is considered individually. The scope of work, agreed deliverables, applicable fee and expected delivery timeframe are confirmed in writing before the work begins.

2. Services covered by this policy

This policy applies to the planning services described on our Services page, including the following types of written support where selected and agreed:

• Initial event planning: organising the customer’s initial brief into a clear outline of priorities and planning needs.
• Programme and schedule planning: preparing a proposed event sequence, running order or preparation timetable.
• Technical event planning: documenting relevant technical considerations based on the information supplied.
• Staffing and resource planning: outlining potential roles, responsibilities and resource requirements.
• Complete event planning: bringing the agreed planning elements together into a more comprehensive written plan.
• Extended planning or plan review: reviewing supplied planning materials and providing written observations within the agreed scope.

The exact content of each service depends on the selected package and the requirements confirmed with the customer. A service includes only the work expressly agreed in writing.

3. Before work begins

Before accepting a project for delivery, we review the information provided and clarify the intended planning outcome. The customer will receive written confirmation of the proposed scope and arrangements.

Where applicable, the confirmation will identify:

• the selected planning service and agreed scope;
• the documents, recommendations or other written outputs to be supplied;
• the information the customer needs to provide;
• the agreed fee and any additional work that would require separate approval;
• the estimated delivery date or agreed delivery period;
• any included follow-up clarification or plan review.

Work begins once the project details have been agreed and any necessary initial requirements have been met. Where a customer requests that work starts within a statutory cancellation period, any required consent and acknowledgement will be handled separately in accordance with the applicable consumer rules.

4. How the service is delivered

1. Enquiry review. We review the event information, planning objectives and support requested.
2. Written clarification. Where necessary, we ask questions by email or other agreed written communication to clarify missing details or priorities.
3. Scope confirmation. We confirm the agreed work, expected outputs and estimated delivery timeframe in writing.
4. Planning preparation. We develop the agreed written recommendations using the information supplied and the scope of the selected service.
5. Document delivery. We send the completed planning materials through the agreed written delivery method.
6. Included follow-up. Where follow-up questions or a review are included in the agreed service, we respond within the stated scope and arrangements.

5. Delivery format

Unless otherwise agreed in writing, planning recommendations and completed work are supplied electronically through email or another written method agreed with the customer.

Depending on the service, the deliverables may include:

• a written event planning outline or structured recommendations;
• a proposed programme or running order;
• a preparation timetable or task list;
• a summary of potential staffing and resource needs;
• a written overview of relevant technical considerations;
• review notes or clarification relating to an existing plan.

The format may be a written document, structured email or another agreed electronic format suitable for the work. The exact deliverable will be confirmed before work begins.

Printed copies, editable source files, presentation materials or other special formats are not included unless expressly agreed.

6. Delivery timeframes

We do not apply one fixed completion period to every project. The estimated timeframe is agreed individually after considering the scope of the service, the complexity of the event brief, the information available and any specific requirements.

If no specific completion time has been agreed, the service will be performed within a reasonable time, taking account of the nature and circumstances of the work and applicable law.

If a proposed date needs to change, we will communicate the reason and the revised expected timeframe in writing as soon as reasonably practicable. Any statutory rights that apply to the customer remain unaffected.

7. Customer responsibilities

To help us prepare useful and relevant planning materials, customers should provide accurate information that is reasonably available to them. Depending on the project, this may include:

• the event type, purpose and intended audience;
• the proposed date, duration and venue information, if known;
• the anticipated programme or activities;
• known staffing, equipment and technical requirements;
• budget parameters or resource constraints, where relevant;
• any existing documents that are to be reviewed;
• the main questions or decisions the planning work should address.

If important information is missing or changes during preparation, we may need to request clarification. This may affect the agreed delivery estimate where the missing or changed information is material to the work.

Customers are responsible for ensuring that information and materials they supply may lawfully be shared with us for the purpose of providing the service.

8. Changes to the agreed brief

A customer may request a change or additional item by written communication. We will assess whether the request falls within the existing scope.

Minor clarification within the agreed service may be addressed as part of the original work where appropriate. Requests that materially alter the event brief, require new planning work or introduce additional deliverables may require a revised scope, fee or timeframe.

We will explain any proposed change to the scope, fee or delivery estimate and obtain the customer’s agreement before proceeding with additional work. A request does not automatically extend the original service or its included follow-up.

9. Questions, corrections and follow-up

Customers can contact us in writing if they need clarification about a delivered document or believe an agreed item has been omitted. Please identify the relevant document and explain the point that needs attention.

Where a correction is needed because the delivered work does not match the agreed scope, we will review the issue and address it appropriately.

Follow-up questions, revisions and further plan reviews are limited to the arrangements stated in the selected service or separately agreed in writing. New requirements or a substantially changed brief may be treated as additional work.

Nothing in this policy limits any consumer rights or remedies that apply under law, including rights relating to services not performed with reasonable care and skill or not delivered within the applicable timeframe.

10. Delays and interruptions

A delivery estimate may be affected by circumstances such as:

• incomplete or inconsistent project information;
• late changes to the event brief or requested outputs;
• delays in receiving information needed to proceed;
• unexpected technical or communication interruptions;
• other circumstances materially affecting the agreed work.

Where a delay is likely to affect the agreed timeframe, we will provide a written update explaining the position and, where possible, the revised delivery estimate.

We will consider reasonable steps to reduce avoidable disruption. This section does not automatically excuse non-performance or remove any obligations or rights arising under the contract or applicable law.

11. What delivery does not include

Unless expressly agreed under a separate written arrangement, our planning service does not include:

• booking or supplying venues;
• booking performers, speakers, suppliers or contractors;
• selling tickets or managing attendee registration;
• renting, supplying or installing event equipment;
• applying for licences, permits or venue permissions on the customer’s behalf;
• conducting on-site event operations or managing the event on the day;
• guaranteeing attendance, commercial results or the success of an event.

The written plan is intended to support the customer’s own planning and decision-making. The customer remains responsible for verifying arrangements, obtaining any required permissions, appointing suppliers and implementing the plan.

Recommendations concerning staffing, technical needs or event preparation are based on the brief and information available. They do not replace professional assessments, legal advice, venue requirements or safety checks where these are needed.

12. Delivery concerns and applicable rights

If you believe a service has not been delivered as agreed, please contact us with your name, the relevant project details and a clear description of the issue. We will review the information and respond in writing.

Where appropriate, we will discuss a reasonable way to address the matter, taking account of the agreed service, the work completed and the circumstances.

This policy operates alongside the applicable service agreement, our Terms & Conditions and our Cancellation & Refunds Policy. If any provision of this policy conflicts with a mandatory legal right, that right will take precedence.

13. Contact details

For questions about a planning document, delivery arrangements or this policy, please contact DIOGENES MUSIC LTD using the details below.

This policy describes the company’s standard delivery approach. The written confirmation for an individual project sets out the specific scope, deliverables and estimated timeframe.