Commitments and Support Policy

A campaign ending does not mean Fahami walks away. This page sets out what Fahami commits to while a campaign is running, how complaints are handled, and the support available once the closing report has been sent.

Commitments while a campaign is running

Every campaign starts from a plan both sides have agreed: the channels, the timing, the frequency and the budget for each line item. Fahami delivers against that plan and reports progress at the agreed milestones.

• Posts, newsletters and creative assets go live on the agreed channels within the agreed windows.
• Budget moves between channels only with your written agreement.
• Report figures come straight from the publishing channels and measurement tools, with screenshots so you can check them.

When a campaign departs from the plan

A channel reschedules, an advertising platform changes its policy, a line item cannot go live on time — Fahami tells you as soon as we know, together with the options open to you:

• Move the line item to another window within the same campaign.
• Switch to a channel of equivalent reach, keeping the agreed budget unchanged.
• Return the unspent budget of any line item that cannot be delivered.

Fahami is answerable for the work our own team carries out. Where a line item depends on a third party — an editorial desk, an advertising platform, an influencer — Fahami deals with them directly and keeps you updated on the outcome.

Outside the scope of these commitments

Some matters fall outside these commitments, but Fahami will still take them on and quote separately:

• Line items arising beyond the plan both sides agreed.
• Content changes after an asset has been published, subject to each channel's own rules.
• Incidents originating in the content, imagery or product information you supplied.
• The engagement and conversion the market delivers: Fahami commits to how the work is delivered and to the honesty of the figures, not to a predetermined performance number.

How complaints are handled

Send your complaint to the telephone number or email address in the footer, naming the campaign and the line item concerned. Fahami works through it in 3 steps:

1. Log the complaint and confirm its substance back to you.
2. Compare the agreed plan against the actual figures on each channel.
3. Reply in writing with a proposed resolution, and carry it out once you agree.

Every complaint is logged, ranked by its impact on the campaign, and answered within working hours.

Support once the closing report has been sent

With the campaign closed, Fahami keeps one point of contact open to you:

• Walking through the figures in the report and re-sending a copy whenever you need it.
• Re-sending the source files of the assets and the links to everything published.
• Advising on direction for the next campaign.