Legal Entity: 14499468 Canada Incorporated o/a Synolo
Effective Date: January 1st 2023
1. Purpose of this Policy
This Delivery and Service Fulfilment Policy explains how Synolo delivers its digital products, toolkits, templates, training materials, reports, workbooks, dashboards, onboarding sessions, customization services, implementation support, and related professional service packages.
Synolo primarily sells digital and service-based products. Synolo does not generally ship physical goods. Unless a written agreement states otherwise, all products and services are delivered electronically by email, secure file link, shared folder, online meeting, downloadable file, learning platform access, or another reasonable digital delivery method selected by Synolo.
2. What Counts as Delivery
A product or service will be considered delivered, fulfilled, or substantially fulfilled when Synolo completes one or more of the following:
- Sends the purchased file, template, workbook, checklist, dashboard, guide, report, course material, or toolkit to the customer by email or secure link.
- Provides access to a download page, shared folder, client portal, learning platform, or other digital location where the purchased item can be accessed.
- Sends an onboarding email, intake form, setup instructions, booking link, data request, or implementation checklist required for the customer to use or begin the product.
- Provides the first draft, base template package, starter package, report framework, workbook, training module, dashboard, or other initial deliverable included in the purchased product.
- Completes a scheduled onboarding, training, implementation, review, or consulting session.
- Sends written confirmation that the deliverable is available, complete, or ready for customer review.
Delivery does not require that the customer fully implements the product, uses the product successfully, completes internal approvals, provides all requested information, or achieves a particular business, operational, engineering, maintenance, safety, financial, or regulatory outcome.
3. Digital Product Delivery Timelines
Unless a product page, invoice, proposal, order form, or written agreement states otherwise, Synolo uses the following standard delivery timelines:
3.1 Downloadable Templates, Checklists, Workbooks, Dashboards, and Training Materials
For standard digital products, including templates, checklists, workbooks, trackers, dashboards, guidebooks, training modules, and similar materials, Synolo will normally provide access within three business days after payment is confirmed.
This category includes, but is not limited to, products such as asset criticality matrices, RCM workbooks, contractor training matrices, cost dashboards, inspection checklists, RCA packs, drawing-control templates, feasibility templates, and training products.
3.2 Toolkits, Starter Packs, Planning Packs, and Implementation Kits
For larger digital packages, including toolkits, starter packs, planning packs, workflow kits, procedure builders, readiness packages, and implementation kits, Synolo will normally provide either the digital package or onboarding instructions within five business days after payment is confirmed.
Where customer information is needed before Synolo can customize, configure, or finalize a package, Synolo’s delivery obligation begins when Synolo sends the intake form, onboarding instructions, data request, or base product package.
3.3 Customization, Data Cleanup, Implementation Support, Engineering Review, Inspection Review, and Professional Services
For custom or professional service work, Synolo will normally begin fulfilment by sending an intake request, booking link, kickoff instructions, project schedule, or initial deliverable within ten business days after payment is confirmed, unless otherwise stated in writing.
For these services, final delivery timelines depend on the customer’s timely cooperation, availability, data quality, site access, technical information, internal approvals, third-party availability, and project complexity.
4. Customer Responsibilities
The customer is responsible for providing all information, files, data, drawings, site details, equipment lists, asset registers, maintenance history, operating assumptions, technical inputs, access credentials, approvals, personnel availability, and other materials reasonably required for Synolo to deliver the purchased product or service.
If the customer does not provide requested information, provides incomplete or inaccurate information, delays approval, misses meetings, does not respond to questions, changes the scope, or delays access to required systems or personnel, Synolo’s delivery timelines will be extended automatically.
Synolo is not responsible for delays caused by customer inaction, incomplete information, inaccurate data, third-party delays, system access issues, site access issues, force majeure events, or circumstances outside Synolo’s reasonable control.
5. Review, Acceptance, and Deemed Acceptance
For products or services that include a draft, report, customized template, dashboard, workbook, implementation document, or other reviewable deliverable, the customer will have five business days after delivery to notify Synolo in writing of any material issue with the deliverable.
A material issue means that the delivered item materially fails to include a core deliverable expressly listed on the product page, invoice, proposal, or written agreement.
If the customer does not notify Synolo of a material issue within five business days, the deliverable will be deemed accepted.
Minor formatting issues, customer preference changes, internal business changes, changes to customer data, changes to customer priorities, or requests for additional scope do not prevent delivery or acceptance.
6. Corrections and Reasonable Revisions
If a delivered product materially fails to include a core deliverable expressly listed for that product, Synolo may, at its option, correct the issue, re-send the file, provide replacement access, provide reasonable clarification, or provide a corrected version.
Unless expressly included in the purchased product, revisions, customization, implementation support, engineering review, inspection review, additional meetings, data cleanup, software configuration, client-specific analysis, and extra consulting are not included and may require an additional fee.
7. No Guarantee of Customer Outcome
Synolo’s digital products and services are designed to support industrial, engineering, asset management, maintenance, project controls, technology infrastructure, mechanical, structural, concrete, training, and related business workflows.
Synolo does not guarantee that any product or service will produce a particular business result, cost saving, operational improvement, compliance result, safety result, engineering outcome, maintenance outcome, regulatory approval, insurance approval, project approval, or third-party acceptance.
The customer remains responsible for reviewing all materials for suitability to its own site, equipment, operations, jurisdiction, policies, procedures, safety requirements, and legal or regulatory obligations.
8. Engineering, Safety, and Site-Specific Review
Unless a written agreement expressly states otherwise, Synolo’s digital templates, kits, checklists, workbooks, dashboards, training materials, and workflow tools are general business and technical support materials only.
They are not a substitute for professional engineering review, regulated safety certification, site-specific competency validation, legal advice, regulatory advice, or approval by a qualified professional.
Any engineered lift, structural assessment, mechanical assessment, inspection conclusion, design decision, finite element analysis, site-specific safety procedure, or regulated technical decision must be reviewed and approved by appropriately qualified personnel before use.
9. Access Issues
If a customer cannot access a delivered file, link, folder, course, or digital deliverable, the customer must contact Synolo at [Insert Support Email] within five business days of delivery.
Synolo may re-send the deliverable, provide a replacement link, use an alternate file transfer method, or provide reasonable access support. Failure by the customer to download, open, review, or use a delivered product does not mean Synolo failed to deliver it.
10. Delivery Method
Synolo may deliver products and services using any reasonable digital method, including email, cloud storage link, downloadable file, client portal, learning platform, shared folder, video meeting, PDF, spreadsheet, document file, dashboard file, or other standard business format.
Synolo may choose the file format unless a specific format is expressly agreed in writing.
11. No Physical Shipping
Synolo’s products are generally digital and service-based. No physical shipping is included unless expressly stated in writing. Any references to delivery, shipping, fulfilment, or receipt should be understood as electronic delivery unless Synolo expressly agrees to physical delivery.
12. Long-Term Projects and Phased Delivery
Some services may be delivered in phases, milestones, sessions, drafts, or work packages. For phased work, each phase is considered delivered when Synolo provides the applicable digital material, meeting, draft, report, access, update, or confirmation for that phase.
Unless expressly agreed in writing, Synolo does not accept card payment for any single prepaid deliverable where full delivery is expected to occur more than six months after the payment date.
Where a larger project is expected to run longer than six months, Synolo may split the work into separate phases, invoices, milestones, or written service agreements.
13. Customer Delays and Dormant Orders
If Synolo requests information from the customer and the customer does not respond within ten business days, Synolo may place the order on hold.
If the customer does not respond within thirty calendar days, Synolo may treat the product or service as fulfilled to the extent Synolo has provided the base product, intake request, onboarding instructions, draft, booking link, or other initial deliverable.
Reactivation of a dormant order may require a new schedule, updated scope, and additional fees.
14. Changes in Scope
The customer may request changes to the product or service. Synolo is not required to accept scope changes unless agreed in writing.
Additional deliverables, customization, data cleanup, implementation support, extra training, additional meetings, site-specific review, engineering review, inspection review, or changes to the original scope may require additional fees and revised timelines.
15. Business Days
For this Policy, “business day” means Monday to Friday, excluding statutory holidays in Ontario, Canada, Saskatchewan, Canada, and any other jurisdiction where Synolo’s relevant team members are unavailable due to public holidays or office closures.
16. Contact for Delivery Questions
For delivery, access, or fulfilment questions, customers may contact Synolo at:
Email: [Insert Support Email]
Business Name: 14499468 Canada Incorporated o/a Synolo
Website: synolo.ca
Address: [Insert Correct Business Address]
17. Relationship With Other Terms
This Policy should be read together with Synolo’s Terms and Conditions, Refund and Cancellation Policy, Privacy Policy, and any applicable invoice, proposal, product page, statement of work, or written agreement.
If there is a conflict between this Policy and a signed written agreement between Synolo and the customer, the signed written agreement will apply to the extent of the conflict.