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Service Level Policy

1. Services Provided
Noonchi Marketing is dedicated to delivering the services as outlined in the contract agreement. Any services beyond the scope of this agreement will result in an additional charge. If an extra charge is applicable, an email will be promptly sent to the client, accompanied by an invoice. Once the client confirms acceptance of the extra charge, the work will commence.

2. Services availability
The services are accessible during the following hours:
Monday to Friday: 17:00 - 20:00
Saturday & Sunday: 09:00 - 12:00
Please be aware that the mentioned times correspond to the local time in London, United Kingdom, and note that we will be closed during UK bank holidays.

3. Communication Protocols

We value the convenience of WhatsApp, yet we strongly encourage you to contact us via email at for all new posts or services requests. Emails provide a more organized channel for documenting and addressing your requests—your cooperation is appreciated. While we aim for prompt processing, kindly allow sufficient time, especially during peak periods. Be assured, we are committed to responding with expected delivery times within 24 to 48 hours upon receiving your request. In the event of Noonchi's temporary absence, an automated email will be dispatched, presenting alternative contact methods for emergencies.

3. Escalation procedures
For reporting any issues or mistakes, please escalate them by sending an email to us at Clearly state the escalation in the Subject line for prompt attention. If the escalation pertains to content that has been proofread and approved by the client, priority will be accorded, especially if the issue is of a technical nature. Noonchi Marketing is committed to resolving these escalations at the earliest. Kindly allow sufficient time for resolution, and Noonchi will provide an estimated time for the issue to be addressed.

5. Processing times
Reels: Up to 2 working days
Campaign: At least 1 week before the start date
Social Post: Requests made before 14:00 can be delivered on the same day;
requests after 14:00 can be fulfilled by the end of the next working day.


Please note that the stated processing times are averages. During periods of
increased demands, there may be delays in processing times. In such cases, clients
will be promptly informed upon request submission. We strive to prioritize and deliver
requested content within a reasonable time frame, even during increased demand

6. Customer Satisfaction and Issue Resolutions

At Noonchi Marketing, your satisfaction is our utmost priority. Should you encounter any issues with our services, please don't hesitate to reach out to our Client Relations team at, and we will promptly address and resolve your concerns

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