Customers Rights

Our Client Charter & Your Rights

At LuckyGene Indie Studio, we believe that the best results are achieved through a partnership built on trust, transparency, and mutual respect. We view our clients as essential partners in a shared creative and technical journey. This charter outlines our commitment to you and defines your rights when you engage our services.

1. The Right to Absolute Transparency

We are committed to an open and honest process from start to finish. You have the right to expect:

• Clear Proposals: A detailed proposal and Statement of Work (SOW) before any project begins, outlining the scope, deliverables, timeline, and a full breakdown of costs. There will be no hidden fees.

• Regular Communication: Scheduled, regular updates on the progress of your project in a manner that suits you, whether through email reports, video calls, or sprint demonstrations.

• Honest Dialogue: Proactive and candid communication about any challenges, unforeseen delays, or obstacles we might encounter. We believe in solving problems together.

• Direct Access: Access to our project management systems where you can track progress, view tasks, and communicate with the team directly.

2. The Right to Technical Excellence and Quality

You are investing in a high-quality, professional solution, and you have the right to receive one. We pledge to deliver:

• Professional Standards: Work that is not only functional but also built to the highest professional standards, with clean, maintainable, and well-documented code.

• Rigorous Testing: A product that has been rigorously tested through our quality assurance processes to identify and fix bugs before final delivery.

• Future-Proofing: Solutions that are scalable and built with the future in mind, avoiding shortcuts that could lead to long-term technical debt.

3. The Right to Clear Ownership of Your Intellectual Property (IP)

Your ideas and your final product belong to you. Our position on intellectual property is straightforward:

• Full Ownership of Bespoke Code: Upon full and final payment for the project, you will own the intellectual property rights to the unique, bespoke code written exclusively for you.

• Licensing for Pre-existing IP: To deliver your project efficiently and effectively, we may use pre-existing code, libraries, frameworks, or other tools that are our own proprietary IP. You will be granted a perpetual, royalty-free, non-exclusive licence to use this background technology as an integral part of your delivered project. We will always be transparent about what constitutes bespoke code versus our pre-existing IP.

4. The Right to Confidentiality and Data Privacy

We understand that your project and business information are sensitive and valuable. You have the right to:

• Strict Confidentiality: We will treat all information you share with us with the strictest confidence. Your ideas, strategies, and business data are safe with us.

• Formal Agreements: We are always willing to sign a Non-Disclosure Agreement (NDA) to provide you with formal legal assurance of this commitment.

• Data Protection: We will handle any personal data you provide in full compliance with our Privacy Policy and UK GDPR regulations.

5. The Right to Post-Launch Support

Our partnership does not end when the project goes live. You have the right to:

• A Warranty Period: A clearly defined warranty period following the launch of your project, during which we will resolve any discovered bugs or technical issues in the delivered code free of charge.

• Ongoing Support Options: Clear and flexible options for ongoing support and maintenance contracts to ensure your product remains secure and up-to-date and continues to evolve with your business needs.

Our Partnership: A Two-Way Street

To help us uphold these standards and deliver the best possible outcome, we rely on our partners to provide:

• Clear and Timely Feedback: Constructive feedback provided in a timely manner to keep the project on track.

• A Clear Brief: The clearest possible understanding of your goals and objectives for the project.

• A Designated Point of Contact: A primary contact person from your side to streamline communication and decision-making.

Questions and Concerns

Should you ever feel that we are not meeting these standards, or if you have any questions about your rights as our client, we encourage you to raise them with us immediately. Open dialogue is the quickest path to a resolution. Please contact your project lead or email us directly at [email protected]