I provide an extensive portfolio for you to view before hiring me for your project so you can see the quality level of my work and be completely comfortable working with me. If you have any questions or reservations, please contact me prior to making a payment for my services.
- Once a payment or deposit is made it is non-refundable.
- In the event of a project terminated on a mutual basis all deposits and payments for work already completed is non-refundable.
- Web maintenance packages are non-refundable, however, a client may cancel with a notice written 30 days in advance before the next payment is due.
- I do not offer refunds on deposits or payments for projects that are abandoned or lay dormant for more than 30 days due to client inactivity or non-responsiveness. All monies paid are retained by Suanne Brady and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
- Note: Payments for some projects may be made in increments as a courtesy to you the client; I have the right to change payment terms if I feel it necessary at any stage of the working relationship.
- The proposal and signed agreement did not contain a penalty clause for delay in delivery.
- All custom projects will adhere to the standard Revision Policy outlined below.
The client is responsible for the following:
- Providing the information required to successfully complete the project in a timely manner, this includes responding to questions, including required access information to accounts or hosting platforms.
- Providing full details needed to complete the project at the initiation of the project or by agreed upon milestones.
- Making time to review work product as needed and respond with detailed notes for any requested revisions in a timely manner.
Every effort will be made to complete your project as agreed in the project brief.
Revisions Policy
Creative Projects
This section covers small design or creative projects (logos, branding, Instagram or other social media packages, etc.) websites are covered below.
All small design projects are created as mock-ups and sent to the client. My design packages allow for up to two revisions per designed piece. After a client approves the final mock-up, it will be assumed that there are no more revisions to be made and your project is marked as completed.
Small design or creative project revisions have a turnaround time of 3-5 business days. General revisions will be addressed and completed in the order received.
- What Happens If You Need More Than Two Revisions?
Each project includes two revisions (minor & major) such as font change, picture change, colors, etc. If you pass this two-revision mark, you will be subject to an “Additional Revision” fee per revision, billed at the hourly rate of $50.
- What Happens If You Need a Revision After the Final Approval?
If for some reason you need a minor tweak such as wording after approving the final proof and haven’t exhausted your two additional revisions; we may grant your request. The request would have to be made within two weeks of your project completion date. If it is outside of that two-week period, you will be subject to a “Redesign Charge” per design, billed at the hourly rate of $50.
Website Technical Revisions
New or redesigned websites will have a 30-day user acceptance period. If you encounter any technical issues such as something not loading properly, or freezing. We will attempt to fix the issue for you free of charge. The user acceptance period does not include design changes.
Website Design Changes
Your project timeline will include a specified period for you to review your website and provide a list of one major and 5 minor revisions prior to final publishing of the site which is the completion of your project. If you’d like changes made, they must be requested during this period and before you approve us to “go live” by making the new site available to the public. OK’ing the “go live” signifies that you are accepting the site as a completed work product and everything is good to go.
For design changes (images/graphics, layout, colors, font, etc.), you are allowed ONE MAJOR REVISION and THREE MINOR REVISIONS. Website revisions have a turnaround time of 5-7 business days. Website revisions will be addressed and completed in the order received.
All revision requests have to be made within the scheduled week specified in the project plan for your review. If it is outside of that week period, you may be subject to a “Redesign Charge” and/or a “Revision Fee”, billed at $50 per hour.
- What is a MAJOR Revision vs. MINOR Revision?
- Major Revision – A revision that changes the whole design completely (banner redesign, changes to page template, additional plugins or functions, etc.)
- Minor Revision – Small revision that requires changes to the text, section layout, etc. but NOT a completely different design
- What Happens If You Need More Revisions?
Additional revisions you will be billed at $50 per hour.
Digital Products
Digital products are delivered as downloadable files and no actual items will be shipped to you. Instant downloads are delivered upon confirmation of payment and due to the nature of the product and its delivery, no refunds are offered.
Products for Printing
Design costs paid to Suanne Brady are non-refundable. I am not liable for damages incurred due to printing errors or problems from my files if full specifications from your printer were not provided or were incorrect/inaccurate, or if you supply the wrong files to your printer. I provide the design files via cloud downloads or email only. No actual items will be shipped to you. Please let me know if you would like to schedule a video chat to walk through placing your first order with these files.
Contact Me
If you have any questions about this Refund Policy, please contact me by email: suzie@emberloomstudio.com
Thank you!