Company Policy

1. Purpose and scope

This policy sets out how Focus20 Labs conducts client engagements — what we commit to, how we handle your information, and who owns what we build. It applies to every engagement we deliver: training, adoption consulting, workflow implementation and product development.

Where an individual signed agreement says something different, that agreement takes precedence over this page.

2. Confidentiality

We treat everything we see inside a client engagement as confidential — systems, documents, commercial context and the workflows we are asked to examine. Specifically:

• Client information is used only to deliver the engagement it was shared for.
• We do not name clients publicly, or publish outcomes from an engagement, without written permission.
• Team members working on an engagement are bound by the same obligations we are.
• We will sign your NDA where you have one; where you do not, these terms apply.

3. Data handling and AI usage

Our work involves AI systems, so what may be sent to a model is decided before delivery begins, not during it:

• What data may be used with an AI model, and under what handling rules, is agreed with your security team during scoping.
• Where an engagement produces a safe-use standard, that standard is yours — written for your organization and signed off by you.
• Access to client systems is limited to what the engagement requires, and is revoked when it ends.
• We do not use client data to train models, and we do not carry data between clients.

4. Intellectual property and ownership

Work we build for you under a delivery engagement is handed over with the code, the documentation and a runbook. Our own products — Restro20, Cafe20 and ReEngage20 — are licensed platforms rather than custom builds, and are not transferred as part of a consulting engagement.

Training materials, curricula and internal playbooks produced for your organization are yours to keep and reuse internally. Our generic methods, frameworks and pre-existing tooling remain ours.

5. Communication and escalation

• Every engagement has a named point of contact on our side who can make decisions.
• We raise problems early rather than at the review — including when we think a piece of work is not worth doing.
• If something is going wrong, escalate to hello@focus20labs.com and it reaches the founders.

6. Delivery standards

• Scope, deliverables and what counts as done are agreed in writing before work starts.
• Anything we put into production is handed over with a runbook and a team trained to operate it.
• We state outcomes as deliverables. We do not guarantee productivity percentages, and we will say so if asked to.
• Where we are not the right partner for a piece of work, we will tell you rather than take it on.

7. People and subcontracting

Engagements are delivered by our own team across India and Germany. Where specialist help is brought in, it is disclosed to you, and any subcontractor is bound by the same confidentiality and data-handling obligations set out here.

8. Questions about this policy

Write to hello@focus20labs.com. Related terms are set out in our Terms & Conditions, Privacy Policy and Refund Policy.