> For the complete documentation index, see [llms.txt](https://help.basiq-solutions.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.basiq-solutions.com/updates/whats-new.md).

# What's new

Changes to Basiq services, policies and guides — newest first.

Every change that affects how you order, set up or run your Basiq infrastructure is logged here. Policy changes always link to the exact section. Looking ahead instead? See the [Roadmap](/updates/roadmap.md).

{% updates format="full" %}
{% update date="2026-10-19" tags="feature" %}

## Client Hub launched

All client documentation now lives in one place, organised the way a setup actually happens.

* **Client Guide** — eight steps from order to warm-up, each with what you do, what we do and when you are done
* **SOP library** — the full Proxy, Stripe, Shopify Payments and PayPal warm-up guides
* **Help Center** — FAQ, troubleshooting and how to contact support
* **Roadmap** — what is available on request and what is coming

<a href="https://help.basiq-solutions.com/guide/" class="button primary">Open the Client Guide</a> <a href="https://help.basiq-solutions.com/help-center/" class="button secondary">Help Center</a>
{% endupdate %}

{% update date="2026-05-01" tags="improvement" %}

## Service Policy v2 in effect

The updated Service Policy applies to all setups from 1 May 2026 and supersedes all previous versions. Key terms every client should know:

* 50% upfront / 50% after delivery for all setups; add-ons with a 10% deposit
* 48 hours after delivery to report issues; credentials to be taken over within 3 weeks
* 1 free replacement per setup within 2 months of delivery, if all instructions were followed
* 1 verification process included; nominee available for live verification for 3 months after delivery
* Support on Telegram — weekdays 10:00–18:00, weekends 10:00–14:00 (UK time), response within 24 hours

<a href="/guide/policies/service-policy.md" class="button primary">Read the Service Policy</a>
{% endupdate %}
{% endupdates %}


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