Delivery Policy

Tensorway LLC provides professional data engineering services. Services are delivered digitally. Typical delivery is 3–14 business days after scope confirmation. No physical goods are shipped.

Because there is nothing to ship, we do not collect shipping addresses, and no shipping, handling, customs, or courier charges apply to any order. The only address we hold is the billing address required to process a payment.

Every engagement is delivered to the email address the client provides at the start of the project. Depending on what the client prefers, deliverables arrive in one of two forms:

• Git repository access. We push the source code to a private repository on the client’s own account, or to a private repository we create and then transfer to the client.
• Encrypted archive. Where the client does not use version control, we send a password-protected archive of the same files. The password is shared over a separate channel from the archive itself.

Written documentation, diagnostic reports, and deployment instructions are delivered as plain text or Markdown files inside the same repository or archive, so that everything a client needs stays together in one place. A short handover email summarises what was delivered, where to find each item, and how to run it.

Clients receive the deliverables listed for their package: corrected source code, a diagnostic report and short documentation for Pipeline Repair; source code, deployment instructions and technical documentation for a Custom Data Pipeline; and monitoring, priority response, and a monthly status report under the Monthly Maintenance Retainer.

The timelines below are working estimates based on our normal engagement schedule. All periods begin on the first business day after written scope confirmation, not on the day of first contact or the day a quote is requested.

Business days are Monday to Friday, excluding United States federal holidays. Work begins once the 50% upfront payment has cleared; the remaining 50% is invoiced on delivery, as set out on our Pricing page.

If we expect to miss an estimated date, we tell the client in writing before the date passes and give a revised estimate along with the reason for the change.

Most delays come from a small number of predictable causes. The ones we see most often are:

• Delayed access. Credentials, repository permissions, sample data, staging environments, or API keys that arrive later than agreed. The clock pauses while we are waiting on access we cannot proceed without.
• Scope changes. New requirements, additional data sources, or changes to the agreed output format requested after work has started. We re-quote in writing and set a new delivery estimate before continuing.
• Unexpected changes in third-party systems. Source platforms, APIs, and upstream services can change their structure, terms, or availability during a project. Where such a change materially affects the agreed scope, we contact the client to discuss options before spending further time.
• Review turnaround. Engagements that depend on client feedback between milestones move at the pace that feedback arrives.

After delivery, the client has a review period of 7 calendar days to examine the work and raise any issue in writing. If no written objection reaches us within that period, the delivery is considered accepted.

An objection raised within the review period should describe what was expected, what happened instead, and how to reproduce it. Where the issue falls within the agreed scope, we correct it and redeliver at no additional cost. Where it falls outside the agreed scope, we explain why and quote separately for the additional work.

Acceptance does not limit any statutory rights the client may have, and it does not end the support period described below.

Each delivery includes 14 days of support, counted from the delivery date. During this period we correct, at no additional charge, defects in the work we delivered: code that does not behave as documented, errors in the documentation, or problems reproducible in the environment agreed during scoping.

Support does not cover new features, additional data sources, changes to the agreed scope, or work needed because an external system the client depends on has changed after delivery. Those are quoted as new work, or handled under the Monthly Maintenance Retainer for clients who prefer ongoing coverage rather than one-off quotes.

Retainer clients continue to receive monitoring and priority response for as long as the retainer is active, independent of the 14-day period attached to a single delivery.

Questions about payments, cancellations, and refunds are covered separately in our Refund & Cancellation Policy. This Delivery Policy should be read together with that document and with our Terms of Service.

For any question about a delivery, an estimated date, or the status of an active engagement, write to info@tensorway.net. Questions about invoices or payment terms go to billing@tensorway.net. We reply to messages on business days, normally within one business day.

Tensorway LLC, 1209 Mountain Road Pl NE Ste N, Albuquerque, NM 87110, United States