Services and Supports Policy

FIA Group Services and Solutions Policy

Fundraising and Impact Architecture Group (FIA Group)
Doing Business As (DBA):  Fundraising, and Impact Architecture Group, FIA Group, and Fundraising and Impact Architecture Group Limited

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Services and Solutions Policy

This Services and Solutions Policy establishes the standard operational terms, conditions, and expectations governing all services, solutions, consulting engagements, advisory support, project-based work, and customized deliverables provided by Fundraising and Impact Architecture Group ("FIA Group"). These policies apply to all clients unless superseded by a separate written agreement executed by both parties.

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1. Scope of Services

FIA Group agrees to provide the services, solutions, consultations, advisory support, project deliverables, and related professional assistance outlined in the applicable service agreement, proposal, invoice, Statement of Work (SOW), project plan, or other written engagement document.

Any services requested outside the agreed-upon scope may require:

• A separate Statement of Work (SOW);

• A written amendment;

• Additional fees; and/or

• Revised project timelines.

FIA Group reserves the right to determine whether requested work falls within or outside the original scope of engagement.

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2. Client Cooperation and Information Requirements

The quality, effectiveness, and timely completion of services depend on the Client's cooperation and responsiveness.

The Client agrees to:

• Provide accurate and complete information;

• Supply requested documents, reports, records, data, files, links, and materials;

• Provide access to relevant personnel when necessary;

• Respond to requests for information in a timely manner;

• Review drafts, recommendations, and deliverables within reasonable timeframes.

FIA Group shall not be responsible for delays, missed deadlines, incomplete deliverables, or reduced outcomes resulting from:

• Delayed responses;

• Incomplete information;

• Withheld documentation;

• Lack of stakeholder participation; or

• Failure to provide requested materials.

Any project delays caused by the Client may result in adjusted timelines and rescheduled deliverable dates.

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3. Support Hours and Service Availability

Where a package includes consultation, advisory support, coaching, implementation assistance, reviews, oversight, or other support hours, those hours are considered reserved professional capacity for the Client.

Support Utilization Period

Included support hours must be used within six (6) months of the service activation date unless otherwise specified in writing.

Use-It-or-Lose-It Policy

Unused support hours expire at the end of the utilization period and:

• Cannot be carried forward;

• Cannot be transferred to another service;

• Cannot be exchanged for cash;

• Cannot be converted into credits or refunds.

Additional Support

Additional consultation or support beyond the included allocation may be billed at FIA Group's then-current hourly rate.

If no hourly rate is otherwise specified in the applicable agreement, additional support may be billed at $75.00 per hour.

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4. Time Tracking and Billing Increments

Professional support activities may include, but are not limited to:

• Meetings;

• Consultation sessions;

• Advisory calls;

• Email support;

• Review sessions;

• Planning discussions;

• Oversight activities;

• Strategy discussions; and

• Implementation support.

Time spent providing professional support may be tracked and billed in fifteen (15) minute increments unless otherwise specified in writing.

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5. Scheduling and Availability

To ensure quality service delivery and manage consultant availability, FIA Group recommends advance scheduling for consultations, meetings, planning sessions, reviews, oversight activities, and other support engagements.

Availability is subject to consultant schedules, workload capacity, holidays, and business operations.

While FIA Group will make reasonable efforts to accommodate scheduling requests, specific dates and times cannot be guaranteed without sufficient notice.

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6. Deliverable and Reporting Timelines

Customized services, reports, recommendations, assessments, plans, analyses, strategic documents, and other deliverables are developed based on the information provided by the Client.

Delivery timelines begin after:

• Required information has been received;

• Necessary approvals have been obtained;

• Scope requirements have been finalized; and

• Any required onboarding activities are completed.

Project completion timelines may vary depending on:

• Scope complexity;

• Volume of requested work;

• Client responsiveness;

• Revision requests; and

• Availability of required information.

Estimated timelines provided by FIA Group are good-faith estimates and are not guarantees.

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7. Payment Terms

Unless otherwise agreed in writing, payment is due according to the terms identified in the applicable invoice, proposal, contract, or service agreement.

FIA Group may offer:

• One-time payments;

• Installment plans;

• Recurring payment arrangements; or

• Other payment structures approved by FIA Group.

For recurring payment plans, Clients may be required to maintain an active payment method on file.

Failure to make payments according to agreed terms may result in:

• Suspension of services;

• Delays in project completion;

• Withholding of deliverables; and/or

• Termination of the engagement.

If approved by FIA Group to pay by check, all checks must be made out to Fundraising and Impact Architecture Group.

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8. Late Payments and Collections

Accounts that become delinquent may be subject to:

• Late fees;

• Collection activities;

• Administrative charges;

• Legal remedies; and

• Recovery of applicable collection costs where permitted by law.

FIA Group reserves the right to suspend or terminate services until outstanding balances are paid in full.

Any costs incurred by FIA Group in collecting unpaid balances may be recoverable to the extent permitted by applicable law.

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9. Refunds and Transfers

Unless otherwise stated in writing, fees paid for services represent the reservation of professional time, expertise, resources, and organizational capacity.

Accordingly:

• Payments may be non-refundable once services have commenced;

• Completed work is not eligible for refund;

• Unused services may not be transferable without FIA Group's written approval.

Any exceptions shall be determined solely at FIA Group's discretion.

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10. Intellectual Property

FIA Group retains ownership of:

• Proprietary methodologies;

• Frameworks;

• Templates;

• Processes;

• Concepts;

• Systems;

• Training materials;

• Tools;

• Models; and

• Intellectual property developed or owned by FIA Group prior to or during the engagement.

Upon receipt of all required payments, Clients are granted a non-exclusive license to use final deliverables internally for their organization's operations unless otherwise stated in writing.

Clients may not:

• Resell FIA Group materials;

• Reproduce proprietary methodologies;

• Redistribute deliverables for commercial purposes; or

• Claim ownership of FIA Group intellectual property.​

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11. Confidentiality and Information Security

FIA Group is committed to maintaining the confidentiality and security of client information.

Information provided by Clients, including documents, reports, organizational records, financial information, strategic materials, and related data, will be treated as confidential except:

• When disclosure is authorized by the Client;

• When required by law;

• When necessary to protect legal rights; or

• As otherwise permitted under applicable law.

FIA Group will implement reasonable administrative, technical, and operational practices to safeguard client information.

Similarly, FIA Group-owned deliverables and materials shall not be distributed by the Client beyond authorized uses without prior written permission.

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12. Limitation of Liability

FIA Group provides professional consulting, advisory, and strategic services designed to support organizational decision-making and implementation efforts.

The Client acknowledges that outcomes may be influenced by numerous factors outside FIA Group's control.

Accordingly, FIA Group does not guarantee:

• Financial outcomes;

• Funding results;

• Organizational performance;

• Operational improvements;

• Regulatory approvals; or

• Any other specific results.

To the fullest extent permitted by law, FIA Group's liability shall be limited to the fees paid by the Client for the specific services giving rise to the claim.

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13. Concerns and Dispute Resolution

Clients are encouraged to communicate concerns regarding:

• Service quality;

• Billing matters;

• Project delivery;

• Professional conduct; or

• Any aspect of the engagement.

Concerns should be submitted in writing to:

inquiries@impact-architecture.org

FIA Group is committed to addressing concerns in good faith and seeking practical, professional resolutions whenever possible.

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14. Policy Interpretation and Amendments

Any issue not specifically addressed in this policy shall be resolved collaboratively between the Client and FIA Group leadership in a manner consistent with fairness, professionalism, and the intended purpose of the engagement.

FIA Group reserves the right to update or modify this policy at any time. Updated policies shall apply to future engagements unless otherwise agreed in writing.

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15. Donated, Subsidized, Discounted, and Awarded Services and Supports

FIA Group may, at its sole discretion, provide donated, subsidized, discounted, scholarship-based, grant-funded, pro bono, or otherwise reduced-cost services and supports to qualifying organizations, programs, initiatives, or individuals.

Donated or awarded services may be offered through:

• Competitive grant programs;

• Sponsorships;

• Scholarships;

• Community impact initiatives;

• Capacity-building programs;

• Strategic partnerships;

• Organizational hardship considerations; or

• Other philanthropic or charitable efforts as determined by FIA Group.

Eligibility and Selection

Eligibility for donated or subsidized services shall be determined solely by FIA Group and may be based on factors including, but not limited to:

• Organizational mission alignment;

• Community impact potential;

• Financial need;

• Available funding;

• Strategic priorities; and

• Current service capacity.

The submission of an application, inquiry, proposal, or request does not guarantee funding, selection, approval, or service delivery.

Conditions of Awarded Services

Recipients of donated, subsidized, grant-funded, scholarship-supported, or awarded services remain subject to all applicable terms, conditions, policies, participation requirements, timelines, and responsibilities outlined in this Services and Solutions Policy unless otherwise stated in writing.

Recipients agree to:

• Participate in required meetings, consultations, or implementation activities;

• Provide requested information and documentation in a timely manner;

• Cooperate with project requirements and reporting obligations;

• Complete required surveys, evaluations, or impact reporting if requested; and

• Utilize awarded services within the designated award period.

Non-Cash Value and Expiration

Donated, awarded, grant-funded, scholarship-supported, or subsidized services:

• Have no cash value;

• Are not redeemable for cash;

• Are non-transferable unless authorized in writing by FIA Group leadership;

• May not be exchanged for alternative services unless approved by FIA Group; and

• May expire if not utilized within the timeframe established by FIA Group.

Unused services, consultations, support hours, deliverables, or other awarded benefits may be forfeited upon expiration.

Modification or Revocation

FIA Group reserves the right to modify, suspend, postpone, or revoke donated or awarded services if:

• Recipient eligibility changes;

• Required participation obligations are not met;

• Information provided during the application process is found to be inaccurate;

• Funding sources become unavailable; or

• FIA Group determines that continuation of services is no longer feasible or aligned with program objectives.

Recognition and Impact Reporting

Unless prohibited by law, confidentiality obligations, or otherwise agreed in writing, FIA Group may report aggregate information regarding donated services, community impact activities, grant-funded initiatives, scholarships, or pro bono support for marketing, fundraising, reporting, educational, or annual impact purposes. No confidential client information will be disclosed without authorization.

The provision of donated, subsidized, awarded, scholarship-supported, grant-funded, or pro bono services shall not create any obligation for future funding, continued services, renewal awards, or ongoing support beyond the terms explicitly approved by FIA Group.

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Acceptance

By purchasing, engaging, or receiving services from Fundraising and Impact Architecture Group (FIA Group), the Client acknowledges that they have read, understood, and agreed to the terms and conditions set forth in this Services and Solutions Policy alongside the Terms and Conditions. 

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