Client Policies & Engagement Standards

1. How Do I Start?

Begin with the Exquisite Diagnostic or request a free compatibility consultation through our website. We will discuss your goals, assess fit, and recommend the right service pathway. No engagement is created until a written agreement is signed.

2. What Happens After I Inquire?

We review your inquiry and respond, typically within two business days. For most engagements, the next step is a consultation to understand scope, timeline, and objectives before a proposal is prepared.

3. Engagement Review & Acceptance

Exquisite Expo reviews each inquiry for fit, capacity, and alignment before accepting an engagement. We may decline an engagement where there is a conflict of interest, a scope mismatch, or a concern about feasibility, safety, or compliance.

4. Information Needed

To evaluate and scope an engagement, we typically ask for your name and contact details, organization context, the challenge or objective, timeline, and any relevant background. We will tell you what additional information is needed as scope develops.

5. When Is an Engagement Confirmed?

An engagement is confirmed only when both parties have signed the applicable MSA and SOW or Addendum and the required deposit has been received. Until then, no date is reserved and no services are authorized.

6. Fees & Deposits

Fees are defined in the applicable SOW or Addendum. Deposit percentages range from 50% to 100% depending on the service:

• 100% upfront: Diagnostic/Assessment, Fractional COO first month, travel and third-party expenses
• 50% deposit: Executive Advisory/Strategy, Operational/Systems projects, Event Design/Planning, Large Events, Concierge projects, Leadership Development
• 50% deposit + milestones: Event Production — balance captured in fixed milestones
• 50%–60% deposit: Custom or high-complexity engagements, set per engagement

All deposits and retainers are non-refundable. For partial-deposit engagements, your card is stored securely with our payment processor and the balance is captured automatically before delivery (or per the milestone schedule for Event Production). Invoices are due within 10 days; late payments may accrue interest at 1.5% per month.

7. Communications & Response Expectations

We communicate through email, scheduled calls, and agreed collaboration tools. We aim to respond to client messages within one business day. We ask clients to provide timely information, approvals, and feedback so that timelines stay on track.

8. Scheduling & Changes

Sessions and milestones are scheduled by mutual agreement. Scope changes requested during an engagement may adjust the fee and timeline and should be documented in writing. Client delays may extend timelines and may incur additional fees.

9. Cancellations & Rescheduling

Cancellations must be submitted in writing. Deposits and retainers are non-refundable. Rescheduling may be permitted at our discretion subject to availability. Force majeure events may result in rescheduling or credit rather than forfeiture. The client reimburses non-recoverable third-party expenses regardless of cancellation timing.

10. Events

Event engagements are subject to venue, supplier, production, weather, safety, and regulatory circumstances. The client is responsible for participants, guests, vendors, and venues, and for obtaining event liability insurance naming Exquisite Expo Enterprises, LLC as additional insured where required.

11. Travel & Concierge Services

Travel and third-party expenses are billed at cost with a 100% upfront deposit. Third-party supplier terms, cancellation policies, availability, fees, and restrictions apply. We do not control independent airlines, hotels, venues, or other suppliers.

12. Third Parties

We may work with subcontractors, facilitators, and strategic partners while retaining responsibility for quality. Third-party vendors are subject to their own terms and policies.

13. Confidential Information

Confidentiality for an actual engagement is governed by the MSA and any applicable NDA. A mutual NDA is available upon request before intake conversations where needed. Website privacy practices are described separately in our Privacy Notice.

14. What the Client Receives

Deliverables are defined in the applicable SOW or Addendum. The client has five business days to review deliverables; silence is treated as acceptance. Out-of-scope revisions are billable. Upon full payment, the client receives a limited, non-exclusive, non-transferable license to use deliverables as specified in the engagement agreement.

15. What Exquisite Expo Expects

We ask clients to:

• Engage in good faith and provide accurate, timely information
• Honor payment and contractual commitments
• Maintain a professional, respectful environment during all interactions
• Respect the intellectual-property rights of the Company

16. Declining, Pausing, or Ending an Engagement

We may decline, pause, or terminate an engagement for material breach, non-payment, safety or legal concerns, or conduct that violates our standards. Termination provisions are detailed in the MSA.

17. Before an MSA/SOW Is Signed

Before an agreement is signed, communications are exploratory. No services are delivered, no dates are reserved, and no obligations arise except those stated in writing. A mutual NDA may be executed to protect information shared during evaluation.

18. Relationship to the MSA

This document is an operational guide. For every actual engagement, the executed MSA, SOW, or Addendum controls in the event of any difference. The MSA's order-of-precedence provisions govern conflicts between documents. You may review our Master Service Agreement and request a mutual NDA at any time.