Most agencies have been burned by an outsourcing arrangement at some point. It is worth setting out plainly how this one runs before anybody commits to anything.
We quote you, you quote your client, and the margin is yours to set. We never see what you charge and it is none of our business. The client relationship, the contract and the invoice are all yours.
We do not contact your clients — not during a project and not afterwards. If one of them approached us independently we would tell you. It would be a poor way to run a business that depends on agencies trusting us.
Everything we produce carries your brand: the code, the documentation, the staging links, the deployment. There is no credit in a footer and nothing in the repository with our name on it.
Send us the brief and we will give you a range quickly, flagging what would move it. If something needs establishing first we will say so rather than guessing.
For anything substantial, a written scope you can quote from. It is also what stops arguments later about what was included.
Directly with your team, through whatever tool you use. We will join a client call under your brand if that is easier.
On your repository, to your conventions, with staging you can show the client whenever you like.
Documented well enough that somebody else could pick it up. That is the point, not a courtesy.
Retained hours if you want them, or nothing at all. Neither is a condition of the other.
The scale you set, not approximated. If a typeface cannot be licensed for web we tell you before the build rather than substituting it.
A layout that breaks at 900px, an interaction that will be painful on a phone. You hear about it while it is still cheap to change.
Designs rarely cover every width. Rather than invent the in-between states we agree them with you.
So your client can update content without the design falling apart, which is what protects your work after handover.
No credit in the footer, nothing in the code, nothing in the documentation. Your client sees your agency.
We tell you straight away rather than accepting work and delivering late. A partner who over-commits is worse than one who occasionally says no.
We fix our mistakes at our cost. Where the cause is a changed brief we will say so plainly rather than absorbing it quietly and resenting it.
You take the code, the documentation and the hosting if you want it, and we help with the handover. Making leaving difficult is a short-term tactic.
Some effects cost ten times what they look like they should. We will tell you the price rather than absorb it or drop it silently.
Contrast below AA, or an interaction that cannot be used by keyboard. We will say so, and propose an alternative that keeps the intent.
A single project tells you more than a meeting about how we work. Send us a brief you are weighing up and we will give you a straight answer on it.