How we work

1. You tell us about the problem.

   Through the enquiry form or by email. Every genuine enquiry gets a reply by email within two working days. If it is not something we take on, the reply says so and, where we can, points you to a better option.

2. A short call, if it looks like a fit.

   We ask what happens today, what goes wrong and who decides. It is a conversation, not a pitch. At the end we recommend one of three things: a package with a fixed price, a paid discovery, or someone better suited.

3. Paid discovery, for anything larger than a package.

   An Automation Audit or a Discovery Sprint (see below) that ends with a fixed price.

4. A proposal.

   Fixed price, milestones, what is included, what is not, and how changes are handled. It is valid for 30 days.

5. The build.

   In milestones, with a working preview you can click through at each one. You talk to the engineer doing the work, not a go-between.

6. Launch and handover.

   Tests, documentation, accounts in your name, and a walk-through for your staff. Then a care plan, or a Handover Pack if you would rather run it yourself.

See a sample Sprint pack

If a listed output is missing, tell us within 14 days of delivery; if we have not supplied it within 10 working days, we refund the fee. See our commitments.

Prices exclude VAT. Tibyan Labs is not currently VAT registered, so no VAT is charged.

• The price in the proposal is the price for what the proposal describes.
• Anything new is written up as a change request with a price, and nothing is built until you agree it.
• If a project goes quiet for 10 working days, it pauses and we agree a new start date together.
• Small tweaks under half an hour during a build are not charged.

1. 1. The price we agree is the price you pay

   The price in your signed statement of work is fixed. If the work takes us longer than we estimated, that is our cost, not yours.

   Changes to the agreed scope are quoted in writing, and no extra work starts until you have agreed the price.

2. 2. Discovery delivers what it lists

   An Automation Audit and a Discovery Sprint each list the outputs you will receive. If a listed output is missing, tell us within 14 days of delivery and we will put it right. If we have not supplied it within 10 working days, we refund the discovery fee. Whatever you decide, the pack is yours to keep and use with any supplier.

   Limits: The refund is capped at the discovery fee you paid. It covers the listed outputs, not whether you choose to go ahead with a build.

3. 3. Thirty days of fixes

   For 30 days after a project goes live, we fix at no charge anything that does not work as the agreed scope says it should. After that, fixes are covered by a care plan or quoted.

   Limits: This covers defects against the agreed scope only. It does not cover new features, design or content changes, changes of mind, or faults in third-party services and integrations outside our control. For the template website the period is 14 days.

4. 4. You are never locked in

   The accounts, the code and the data are yours. Code we write for you is yours once it is paid for, your system runs in accounts in your organisation’s name wherever possible, and if you leave you get a handover pack with the code, documentation and access.

These commitments cover work in a signed statement of work. They do not cover third-party costs such as hosting or AI usage fees, or delays while we wait for your feedback or content. Revisions are limited to the rounds stated in each package. None of this affects your rights in law.

The full terms, including limits on liability, are set out in the agreement you sign before work starts.

• The code. Bespoke work becomes yours once it is paid for in full. We keep our own general building blocks (such as sign-in and payment components) and give you a permanent licence to use them in your system.
• The accounts. Domains, hosting and databases sit in your organisation’s name wherever possible, with us as an administrator. You see every bill.
• The data. Always yours. We never use it for anything other than your project.
• The documentation. A written guide to how the system works, how to run it and how to change it.
• The way out. If you ever want someone else to look after it, you get a clean handover.

• We sign a data processing agreement with you before we handle any personal data for you.
• Each client has separate accounts, code repositories, passwords and environments.
• Access uses multi-factor sign-in, and access to your systems is removed when the work ends if you ask.
• Systems are built so that access rules are enforced by the database, not only by the screens.
• Every system we build has automated tests, and they run before each release.
• We keep personal data out of test data, logs and monitoring.

Security and data protection in full, including what we do not have yet

Monday to Friday, 9am to 5pm UK time, excluding bank holidays. There is no out-of-hours or weekend cover. Support response times are written into each care plan as targets, and we report against them.

• Build stand-alone mobile apps for clients, or large online shops.
• Work hourly without a cap.
• Build on spec, or for equity or a share of revenue.
• Take on regulated work we are not set up for.
• Start a large build without a fixed price.