How our On Demand Service Agreement Works

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On Demand Services are designed for businesses that need professional output without a long-term commitment. The engagement letter reflects this and it does not impose minimum volumes and it does not bind the client to a relationship they are not actively using.

What the Engagement Letter Covers

The engagement letter is a single document that sets out the terms under which On Demand jobs are submitted and completed. It covers the following areas:

• Scope of services: the categories of work that can be submitted through the On Demand arrangement, consistent with the services Felcorp provides
• New Client Credit Deposit: the upfront prepaid credit required for all first-time clients, which is drawn down against initial jobs -- see On Demand Pricing for the current amount and How Our Billing Works for full detail
• Billing terms: the per-job fee structure, how quotes are calculated and when invoices are issued
• Confidentiality obligations: the obligations that apply to Felcorp staff in relation to client data, client identities and the information accessed in the course of completing On Demand jobs
• Per-job acceptance mechanism: how the act of submitting a job through the Portal constitutes acceptance of the terms for that specific job
• Termination: the basis on which either party can conclude the arrangement

The engagement letter does not specify individual job types, turnaround times or quality standards at the document level, those are confirmed within the job intake form for the specific deliverable.

Confidentiality and Data Protection

Confidentiality is a core component of the engagement letter and applies to all Felcorp staff involved in completing On Demand work. The confidentiality obligations cover:

• Client data and client financial information accessed in the course of completing jobs
• Client identities and the existence of the engagement
• Business processes, systems and intellectual property accessed during the work
• Post-engagement obligations that remain in effect after the arrangement concludes

All Felcorp staff sign comprehensive NDAs as a condition of employment before handling any client data. These are legally enforceable instruments in the jurisdiction where the staff member is based, not acknowledgment forms. The confidentiality framework described in the engagement letter is operationalised through these employment-level agreements.

For full detail on Felcorp's security and compliance framework, including AML screening, background checks and physical security controls, see the Security and Compliance page.

Ending the Arrangement

Either party can conclude the On Demand arrangement at any time. There is no lock-in period, no minimum notice period for cessation and no financial obligation beyond jobs already submitted and invoiced.

If the arrangement concludes, any jobs currently in progress are completed and delivered before the engagement is wound down. Post-engagement confidentiality obligations remain in effect for all Felcorp staff who accessed client data during the arrangement.

Clients who find they are using On Demand Services consistently for the same job types often progress to a Full Time Staff Engagement or Pod Engagement. Both arrangements provide dedicated staff, greater process integration and lower per-unit costs at volume.

How the Agreement Differs From a Full-Time Engagement

The On Demand engagement letter is materially simpler than the documentation involved in a full-time staff arrangement. A full-time engagement involves a more detailed onboarding process, a broader scope of role definition, process documentation and quality benchmarks across an entire function.

FAQs

What happens to my client data if the arrangement ends?

When the arrangement concludes, Felcorp does not retain client data beyond 30 days. Post-engagement confidentiality obligations remain in effect for all staff who handled the data during the engagement. The specific data retention terms are set out in the engagement letter.

Can I expand the scope of work covered by the existing engagement letter?

Yes. The engagement letter covers all On Demand work submitted through the Portal, regardless of job type. If you want to add new job types, the onboarding process is updated to cover those types but the engagement letter does not need to be re-executed.