Company Policy
How we work: what we commit to, how a project runs, and what we will not do.
Table of Content
1. Purpose and standing
This page creates no contractual rights. It is a statement of operating standards, not a contract, and it adds nothing to the documents you sign or agree to at checkout.
Where this page and a contract document differ, the contract document applies. The order is: the Statement of Work, for the scope, deliverables and fees of that project; then the Retainer Agreement, for a retainer; then the Master Services Agreement; then the Usage Rights and Licensing Schedule; then the Refund and Cancellation Policy; then the Order and Checkout Terms; then the Terms of Service; then this page, last.
The public documents are linked above and in the site footer. The Master Services Agreement, Retainer Agreement and Statement of Work are issued to you directly, each carrying terms specific to your engagement.
2. Who we are and how we are organised
Sphin Media is the studio brand operated by Assur Media, a UAE Free Zone Company registered under the Sharjah Research Technology and Innovation Park Free Zone Authority, Registration No. 9978. Assur Media is the contracting party. All commercial and legal correspondence is issued under Assur Media.
The work is done by our own in-house and remote team. We do not subcontract your work without your written consent, and where you consent we stay fully responsible for it.
Every engagement has a named project manager, recorded in your Statement of Work. That person owns the relationship and is who you go to first.
3. How we take on work
There are two routes.
Direct order. You buy at checkout. Completing checkout places a conditional order, not a binding agreement. Within one Business Day a Sphin Media strategist reviews your brief and confirms the scope with you. A Business Day is any day other than a Friday, a Saturday, or a public holiday in the United Arab Emirates.
Consultation-led. We talk first, scope the work, and you sign before anything is charged. Healthcare takes this route by default.
Either way, no work starts until both sides confirm the scope. Until then you can cancel and receive a refund of all amounts you have paid. What happens afterwards is in the Refund and Cancellation Policy.
We may also decline to proceed, when we cannot stand behind the work: where the brief needs claims we cannot substantiate, where content would be misleading, where the activity appears unlawful, or where the brief treats an uncontrollable outcome as certain. We would rather not take the money than produce something we would not put our name to.
4. How we run a project
Briefing. You give us the objective, audience, constraints and deadline. We ask until we understand it.
Scope confirmation. We restate the scope, deliverables, milestones and exclusions. This becomes the Statement of Work.
Production. We work to the agreed milestones. Milestone 1 is always a substantive, approvable deliverable, never a kickoff call.
Review. You review at the agreed points and give consolidated feedback.
Approval and handover. On final approval we hand over the deliverables with their source and working files.
For the timeline to hold we need four things from you: materials and brand assets on request, account access, feedback within the agreed window, and one person empowered to approve. Where those are late, dates move, and we say so at the time rather than miss a date without explanation.
Ownership of deliverables and source files is governed by the Usage Rights and Licensing Schedule. Payment terms are in the Order and Checkout Terms.
5. Communication and response standards
Written channels are the record. A decision made on a call is confirmed in writing. If it is not in writing, treat it as not agreed.
Operational channels are not formal notice. Emailing support or your project contact is how work gets done. Notice under a contract, including termination or breach, must go to legal@assurmedia.com. The contracts say so expressly, so nobody can later argue a support ticket served notice.
We work Saturday to Thursday. Our hours are 07:00 to 18:00 Sunday to Thursday, and 09:00 to 15:00 on Saturday, Gulf Standard Time. Friday is closed.
We work Saturdays, but Saturday is not a Business Day. Deadlines and notice periods in your contracts run on Business Days only, so anything we do on a Saturday is time in your favour, not time against your clock.
We respond to operational messages within one Business Day.
If something is not moving, escalate: your project manager first, then support@sphinmedia.com, then legal@assurmedia.com for anything formal.
6. Quality standards and revisions
A review round is one consolidated set of feedback on delivered work, and our response to it. Feedback arriving in fragments is still one round, but it slows the work, so please gather it.
A revision refines work we have already produced, against the agreed brief and scope, keeping the same concept, deliverable list and specification.
A change of scope is anything that changes what was agreed: a new direction, an added deliverable, a different specification, or a new objective. It is quoted and authorised separately.
Included rounds, additional round pricing, and change control are in your Statement of Work. Where we disagree on whether something is a revision or a change, we say so before doing the work, not after.
7. Confidentiality, client materials, and access
We treat your information as confidential and use it only for your engagement. Under the Master Services Agreement that runs for three years from the end of the engagement, and indefinitely for trade secrets. Where a Mutual Non-Disclosure Agreement is also signed, the more protective provision applies.
Credentials and account access are collected through the Client Brand-Asset and Access Intake Form, held only as long as the work requires, and removed at closeout. We ask for the narrowest access that does the job, and use delegated access rather than holding your password wherever a platform allows it.
8. Use of AI in our work
We use AI tools in production: ElevenLabs for voice, video and music, ChatGPT for image generation, and ChatGPT and Claude for ideation and analysis.
A person reviews every AI output before it reaches you and remains accountable for it. We tell clients where AI has been used in their work, and we confirm our AI use on request.
We do not enter client personal data into these tools, and we do not present anything AI has generated as fact without a human checking it against a real source. Rights in AI-generated and AI-assisted elements are in the Usage Rights and Licensing Schedule.
9. Third-party licences and stock
Some elements within a deliverable are licensed from third parties and cannot be transferred: stock music, stock footage, stock visuals, fonts, and AI-generated voice.
Every such element is logged against your project, so you know what is in your deliverable and on what basis. The licence travels with the asset: you receive its benefit as the asset is used within your deliverable, subject to the provider's terms. Reuse outside it may need your own licence. The full position is in the Usage Rights and Licensing Schedule.
10. Data and privacy
Assur Media is the controller for personal data collected through sphinmedia.com and during an engagement. Some providers process data outside the United Arab Emirates, which is normal for cloud services and is disclosed rather than hidden. We do not collect, receive, store, or process patient or health data. What we collect, why, how long we keep it and your rights are in the Website Privacy Policy and the Cookie and Consent Notice.
11. Subcontractors and partners
All work is performed by our own in-house and remote team. We will not subcontract any part of your work without your prior written consent.
Where you consent to a specialist being brought in, we remain fully liable for that person's work as if it were our own, and the same confidentiality obligations flow down. This does not restrict our use of ordinary technical infrastructure and production tools, covered in the Master Services Agreement and the Website Privacy Policy.
12. Complaints and putting things right
Raise it early and in writing to support@sphinmedia.com: what happened, what you expected, and what would resolve it.
We acknowledge every complaint within five Business Days. Our support team reviews it, and escalates to an executive if it is not resolved there. If you are still not satisfied, write to legal@assurmedia.com.
Remedies depend on the situation: reworking the deliverable, adjusting scope, or a refund at the stage the work has reached. Refunds are governed by the Refund and Cancellation Policy, not by this page.
13. Ethical and regulatory conduct
We produce advertising to the standards and platform policies of the market it runs in. We do not build campaigns on claims we cannot substantiate, and we ask for the evidence behind a claim before publishing it.
We work across the Gulf, so cultural and religious sensitivity is part of the craft. We review creative for language, imagery, timing around religious observance, and local expectation before it goes out.
Healthcare is where we are most careful. We make no medical claims, imply no clinical endorsement, and use no patient imagery or testimonial content without the proper releases. Responsibility for obtaining any regulatory approval required for healthcare advertising rests with you, as the holder of the relevant licence. Nothing we produce is pre-approved by any regulator.
We do not guarantee results. We commit to the work and the process, not to bookings, revenue, return on investment, search rankings, patient numbers, or clinical outcomes.
14. Changes to this page
Version 1. Effective 13 August 2026.
We update this page as the studio changes. The version that applies to your engagement is the one published at the time of your order or contract signing. Material changes are notified on the site.
15. Contact
| Purpose | Address |
|---|---|
| General enquiries | contact@sphinmedia.com |
| Pricing, packages, and new projects | sales@sphinmedia.com |
| Something is not working: payments, files, or access | support@sphinmedia.com |
| Cancelling an order, or requesting a refund | support@sphinmedia.com |
| Invoices, receipts, and billing details | admin@sphinmedia.com |
| Progress on work in hand | designers@assurmedia.com |
| Legal, privacy, data protection, and formal notices | legal@assurmedia.com |
Assur Media, Block B-B50-065, SRTIP, University City, Sharjah, United Arab Emirates, P.O. Box 66636. Tax Registration Number 105139026600001. All correspondence is issued under, and should be addressed to, Assur Media.
Sphin Media operates under Assur Media, a UAE Free Zone Company (Registration No. 9978). All commercial and legal correspondence is issued under Assur Media.