Scope Change Policy
This document governs how changes to an agreed scope of work are initiated, assessed, approved, and billed across all BN Digital engagements. It applies to Design, Development, API Integration, and AI Services, and should be read alongside the relevant service-specific package and the Quality, Retention, Security & Compliance document.
Purpose
Scope changes are a normal part of digital product development. This policy ensures that changes are handled transparently, that all parties share an understanding of their impact on time and budget, and that BN Digital is not expected to absorb the cost of work that falls outside the original agreed scope.
What Constitutes a Scope Change
A scope change ("Change Request") arises when a client requests work that differs from, extends, or contradicts what was agreed at the start of the engagement. This includes:
- New features, screens, flows, or functionality not present in the original brief
- Significant rework of previously approved and accepted deliverables
- Changes to agreed technology stack, tooling, or architecture
- Additions to or removal of agreed integrations or third-party services
- Changes to design direction after designs have been approved
- Requirements that emerge as a result of incomplete or evolving client-side documentation
- Requests that require undoing or redoing completed work due to a change in client direction
The following are not scope changes and are handled within the normal flow of the engagement:
- Minor adjustments to in-progress work that has not yet been accepted
- Bug fixes or corrections to work that does not meet the agreed and documented requirements
- Clarifications that resolve genuine ambiguities in the original brief, at BN Digital's discretion
Change Request Process
Step 1 — Request
- The client submits a Change Request in writing (email or project management tool).
- Verbal requests are not binding on either party.
- BN Digital will not commence work on a Change Request until it has been assessed and approved in accordance with this process.
Step 2 — Assessment
BN Digital assesses the Change Request and provides a written response including:
- A description of the change and its impact on the existing scope
- An estimate of the additional time and cost required
- Any impact on existing timelines or project phases
- Any dependencies or risks associated with the change
Assessment is typically provided within three (3) business days of receiving a written Change Request. Assessment time itself may be billable for complex requests requiring significant research or architectural analysis.
Step 3 — Approval
- The client must approve the Change Request in writing before BN Digital commences any additional work.
- Approval constitutes the client's agreement to the additional cost and timeline impact described in BN Digital's assessment.
Step 4 — Execution
- Approved Change Requests are scheduled and executed in accordance with project priorities.
- BN Digital will communicate any impact on existing delivery timelines.
Billing
- Approved Change Requests are billed at BN Digital's standard hourly rate unless an alternative arrangement is agreed in writing.
- Change Requests are tracked separately and invoiced in line with the applicable billing schedule.
- Work arising from a Change Request does not restart acceptance windows or revision rights for previously accepted deliverables.
Unapproved Changes
- BN Digital is not obligated to perform any work that has not been agreed and scoped.
- If a client requests unapproved changes after handover and BN Digital accommodates them in good faith, this does not constitute an ongoing obligation to do so, and all such work remains billable.
Scope Creep and Project Integrity
- BN Digital reserves the right to flag and formally escalate requests that constitute incremental scope creep — that is, multiple small requests that cumulatively represent a material expansion of scope.
- In such cases, BN Digital may request a scope review session to re-baseline the engagement before continuing.
Client-Initiated Pauses and Restarts
- If a client pauses an engagement and later wishes to restart, BN Digital is not obligated to honour the original timeline or team composition.
- Restarts may require a project re-scoping session and may be subject to re-pricing based on current rates and team availability.
Document Title
Scope Change & Change Request Policy
Applies To
Design, Development, API Integration, and AI Services
Primary Purpose
Define how scope changes are requested, assessed, approved, and billed
What Counts as a Change Request
- New features, screens, flows, or functionality beyond the original brief
- Significant rework of previously approved deliverables
- Changes to technology stack, tooling, or architecture
- Additions/removals of integrations or third-party services
- Design direction changes after approval
- Requirements emerging from incomplete or evolving client documentation
- Requests to undo or redo completed work due to client direction changes
Not Considered Scope Changes
- Minor adjustments to in-progress, unaccepted work
- Bug fixes or corrections where work does not meet documented requirements
- Clarifications resolving genuine ambiguities in the original brief (at BN Digital's discretion)
Change Request Steps
- Step 1 — Request: Client submits written Change Request; verbal requests are non-binding.
- Step 2 — Assessment: BN Digital provides impact, time/cost estimate, timeline effects, and risks (typically within 3 business days; assessment may be billable).
- Step 3 — Approval: Client provides written approval agreeing to cost and timeline impact before work starts.
- Step 4 — Execution: BN Digital schedules and delivers the change, communicating any timeline impact.
Billing Rules
- Approved Change Requests billed at standard hourly rate unless otherwise agreed in writing.
- Change Requests tracked separately and invoiced per applicable billing schedule.
- Change Request work does not restart acceptance windows or revision rights for previously accepted deliverables.
Scope Creep, Pauses & Restarts
- BN Digital may escalate incremental scope creep and request a scope review to re-baseline the engagement.
- BN Digital is not obligated to perform unapproved work; any accommodated unapproved changes remain billable.
- For client-initiated pauses, BN Digital does not guarantee original timelines or team composition on restart.
- Restarts may require re-scoping and may be re-priced based on current rates and availability.
