Service Policy

Additional Services

We offer the following additional services to enhance your project:

• Image and Media Creation: We can create high-quality images and media files for your website
• Stock Media Sourcing: We can source legally licensed images, videos, and other media from premium stock providers at an additional cost of sourcing plus the applicable fees incurred for usage (paid upfront by client)
• Custom Graphics: Creation of custom graphics, icons, and visual elements
• Content Writing: Professional copywriting services for your web pages
• Video Editing: Professional video editing and motion graphics creation
• Template Design: Custom templates for Canva and other design platforms
• Social Media Setup: Creation and configuration of social media profiles
• Analytics Setup: Implementation of Google Analytics and reporting dashboards
• Advertising Setup: Configuration of Google Ads, Facebook Ads, and other advertising platforms
• Site Updates & Redesign: Refreshing existing websites with new designs, features, or content
• Plugin Creation & Troubleshooting: Custom WordPress plugin development and fixing issues with existing plugins
• WordPress Training: Personalized training sessions for teams and clients on how to effectively use and manage WordPress
• WordPress Management Subscription: Full WordPress management including updates, security monitoring, backups, and content changes
• 24/7 Support Plans: Premium support packages with guaranteed response times for urgent website issues

These services are available at additional cost and can be included in your project quote upon request. Please discuss your specific needs during the initial consultation so we can provide accurate pricing for these additional services.

Note on Stock Media: When we source stock media, the client is responsible for paying both our sourcing fee and the actual licensing fees for the media. All licensing fees must be paid upfront before we purchase the media. We will provide a detailed breakdown of these costs for approval before proceeding.

Note on WordPress Management: Our WordPress management subscriptions can be tailored to your specific needs, from basic maintenance to comprehensive support packages. Monthly and annual plans are available with discounts for longer commitments.

Project Requirements

To ensure a successful project, we require clients to provide all necessary information, content, and assets in a timely manner. This includes:

• Complete and accurate business information
• High-quality images and media files (or we can create/source these for you at additional cost)
• Content for all pages (text, descriptions, etc.)
• Brand guidelines and assets (logos, colors, fonts)
• Access to necessary accounts (hosting, domain, etc.)

Delays in providing required materials may result in project timeline extensions.

Client Representative Requirements

To ensure efficient project progression and decision-making:

• The designated point of contact for the project must have decision-making authority within the organization
• This representative must be empowered to make design decisions in a timely manner
• If the representative needs to consult with others before making decisions, this process must be efficient and not cause project delays
• Changes in the designated point of contact during the project must be communicated immediately
• New contacts must be fully briefed on all previous decisions and project status

Availability Requirements:

• The client representative must be readily available throughout the project duration
• The representative must select a preferred communication method (SMS, phone, or email)
• The representative must actively monitor this communication channel
• Responses to inquiries and requests for approval must be provided within 24-48 hours
• Extended periods of unavailability must be communicated in advance
• If the primary representative will be unavailable, a secondary contact with decision-making authority must be designated

Important: Projects requiring committee or board approval for decisions must establish a clear approval process timeline at the project start. We cannot be responsible for delays caused by organizational decision-making processes that extend beyond reasonable timeframes.

Delays in decision-making or communication that impact project timelines may result in additional charges and extended completion dates.

Communication Requirements

Clear and timely communication is essential for project success. The following must be communicated during the initial meeting or as soon as possible:

• Need for board or committee approval
• Decision-making authority of the designated point of contact
• Internal approval processes that might affect timelines
• Potential meeting cancellations or scheduling constraints
• Possibility of job cancellation
• Any potential disputes or concerns
• Anticipated revision requirements

Failure to communicate these factors in a timely manner may impact project timelines and potentially incur additional costs.

Meeting Commitments

We expect clients to attend all scheduled meetings and consultations. Meetings are essential for project progress and require preparation from our team.

• Cancellations must be made at least 24 hours in advance
• Repeated cancellations or no-shows may affect project timelines
• Rescheduled meetings are subject to our availability

Revision Policy

Our projects include a limited number of revisions as specified in your project agreement. Please note:

• Minor text and image changes are included in the revision allowance
• Substantial design changes after approval may incur additional charges
• Functionality changes after development has begun will be billed separately
• Additional revisions beyond the included allowance will be charged at our hourly rate
• Revisions requiring retesting of functionality will incur additional charges
• Revisions requested after design approval meetings or after site deployment will incur additional costs regardless of remaining revision allowance
• Payment for post-approval or post-deployment revisions must be received before work will commence
• Failure to provide payment for requested revisions may result in termination of the project

Definition of a Revision:

To ensure clarity, we define revisions as follows:

• What Counts as ONE Revision:
  • Minor text changes on a single page (typos, wording adjustments, small content updates)
  • Text updates must not change the overall look, feel, or layout of the document
  • Swapping or adjusting 1-3 images on a single page
  • Minor color or font adjustments across the site
  • Small layout adjustments that don't require structural changes
  • Adding or removing a simple element (button, link, etc.)
• What Counts as MULTIPLE Revisions:
  • Changes to multiple pages in a single request
  • Complete rewrites of page content
  • Changing the entire color scheme or branding elements after approval
  • Structural layout changes that affect the page organization
  • Adding new sections or features not in the original scope
• What Is NOT Covered by Revision Allowance:
  • Changing functionality after development has begun
  • Complete redesign requests after a design has been approved
  • Adding pages or sections not included in the original project scope
  • Integration with additional third-party services not in the original scope
  • Changes that contradict previously approved elements

Revision Process:

• All revision requests must be submitted in writing (email)
• We strongly encourage including screenshots with annotated notes to clearly communicate desired changes
• Revisions should be compiled into batches rather than submitted individually
• Each submission will be evaluated and counted against your revision allowance
• We will notify you when you have used your included revisions
• Additional revisions will be quoted at our hourly rate before proceeding
• All revision requests must receive final approval from the designated decision-maker before implementation
• Changes to revision requests after work has begun may count as additional revisions

We recommend thoroughly reviewing your project at each stage and compiling all feedback into organized, comprehensive revision requests to maximize your revision allowance.

Post-Approval and Post-Deployment Changes:

• Once a design has been approved in a formal approval meeting, any subsequent changes will be considered additional work
• Changes requested after site deployment are not covered by the initial revision allowance
• All post-approval and post-deployment changes will be quoted separately
• Payment for these changes must be received in full before work will commence
• Unpaid revision requests will not be implemented
• Persistent requests for unpaid revisions may result in project termination
• For ongoing site maintenance and updates after launch, we recommend our WordPress Management Subscription service

Quotes and Pricing

Please understand that initial quotes provide a general estimate based on the information provided at the time:

• Quotes are based on the scope of work as understood at the time of quoting
• Changes to project scope may result in additional charges
• Unforeseen technical challenges may necessitate additional work and costs
• We will notify you of potential additional charges before proceeding with extra work

Third-Party Components

Our service does not cover issues related to third-party themes, plugins, or WordPress core functionality:

• We are not responsible for bugs or limitations in third-party software
• Theme or plugin updates that cause compatibility issues are not covered
• WordPress core updates that affect site functionality are not covered
• Assistance with third-party issues can be provided at our hourly rate

Hosting Requirements

Hosting setup must be completed prior to project commencement:

• Client is responsible for securing appropriate hosting services
• Domain registration and configuration must be completed before development begins
• We can recommend hosting providers but are not responsible for hosting-related issues
• Assistance with hosting setup can be provided as a separate service

Payment Terms

Our payment structure is as follows:

• 50% non-refundable deposit is required to commence work
• Remaining balance is due in full prior to website deployment
• Full payment must be received before site handoff - NO EXCEPTIONS
• Website will not be published until final payment is received
• Additional services will be invoiced separately
• Late payments may result in project delays
• Failure to pay may result in additional charges, missed deadlines, and potential termination of the project
• Abandoned projects due to non-payment will not be eligible for refunds of any deposits or payments made

We reserve the right to suspend work on any project with outstanding payments until the account is brought current.

30-Day Guarantee

We stand behind our work with a limited 30-day guarantee:

• We guarantee that any issues based on the code we provide will be fixed within 30 days of site launch
• This guarantee covers only issues directly related to our custom code and implementation
• Any third-party issues due to WordPress, hosting and domain challenges, plugins, or themes are NOT covered by our 30-day guarantee
• Changes to requirements or features requested after site launch are not considered "issues" and will be billed as new work
• Revisions or changes to the site do not extend the 30-day guarantee period
• The guarantee period begins on the date of site launch and is not affected by subsequent modifications
• Any changes or revisions after the site launch will incur new charges
• It is the client's responsibility to use the 30-day period as a grace period to identify and report any issues
• Issues must be reported in writing within the 30-day period to be covered by the guarantee

Liability Limitations: We are not responsible for:

• Any issues incurred by DDoS attacks or other malicious activities
• Loss of revenue due to site or hosting functionality issues
• Technical issues occurring after the 30-day guarantee period
• Problems arising from client modifications to the site
• Issues caused by third-party services or integrations

Support requests after the 30-day guarantee period will be evaluated on a case-by-case basis and may be subject to our standard hourly rates.

SEO Disclaimer

While we implement SEO best practices in our work, we want to be clear about the nature of search engine optimization:

• No Guarantees: We cannot guarantee specific search engine rankings or results
• Multiple Factors: SEO success depends on numerous factors outside our control, including:
  • Search engine algorithm changes
  • Competitor activities
  • Industry trends
  • Website age and history
  • Quality and frequency of content updates
  • External linking patterns
• Our Approach: We implement technical SEO factors that positively impact your site's performance, including:
  • Proper site structure and navigation
  • Mobile responsiveness
  • Page speed optimization
  • Meta tags and descriptions
  • Schema markup when appropriate
  • Clean, semantic HTML
• Long-Term Process: SEO is an ongoing process that requires consistent effort over time
• Content Responsibility: Quality content creation and regular updates are essential for SEO success and are primarily the client's responsibility unless content services are specifically included in your package

We strive to build websites that provide a solid foundation for SEO success, but ongoing optimization and content strategy are typically required for meaningful results.