Policies and Procedures
Service Timeframe
Please be advised that the timeframe for project completion should be agreed upon via consultation prior to scheduling services. All clients reserve the right to refrain purchasing productized services until it is agreed upon during a scheduled consultation. All custom design and/or services have specific requirements (intake forms, photos, logos, business collateral, etc.) that the team at Strategic Master Consulting must receive to complete projects within in a timely manner. Please be advised that all transparency regarding expectations for completion are discussed during the initial consultation via email and/or phone. The required information is due ONE week (7 calendar days) after the initial consultation. During the client's consultation, Strategic Master Consulting assures that the services discussed are not binding to guarantee any date and/or deadline by any topic conversed at that time.
Failure to submit all required information within the allotted timeframe will cause a delay in the project's completion. If we fall short with providing exceptional service to a client, Strategic Master Consulting will act in good faith and handle all mishaps directly with the client; based upon the extent of any services already rendered in the process. This is to ensure that both parties are protected and considerate of each other's time and financial obligation for servicing. Refunds are prohibited if services are rendered and completed.
After exceeding 15 calendar days from the date of the initial consultation and the client fails to provide the necessary information, we reserve the right to reject the project momentarily or indefinitely for further completion.
If the client requests a reinstatement of his or her project for completion, the client will be assessed an additional fee. The team at Strategic Master Consulting reserves the right to deny the reinstatement of services. Each client will receive transparent communication through the duration of the development / design process until the project is complete.
Acceptance
Within THREE (3) business days of receipt of each delivered project (design proofs), you are required to approve or submit revision requests via email. Failure to do so, will cause the delivered project to go into an automatic acceptance stage in the consulting process. No changes are permitted after projects are completed and delivered.
Consultations
In the event that a scheduled consultation is missed, the client must reschedule 12 hours in advance to continue services with an additional fee. Failing to attend a mutually scheduled consultation will forfeit the clients right to the appointed consult and the paid service fee is deemed nonrefundable. Strategic Master Consulting reserves the right to mandate prepaid consultations to ensure that time and scheduling is not forfeited for the business. All prepaid consultations are nonrefundable.
Revisions
All general designs are created as proofs and sent to the client. Each design proof includes TWO (2) revisions. After approval of the final proof, we assume the there are no necessary revisions, and the project is considered complete. The turnaround timeframe for revisions are 5-7 business days due to projects processed in the order received. Additional revisions are subject to an additional fee per revision.
Web designs have a 10-day technical improvement period. Design changes are not considered during the technical improvement period. Major revisions (entire design change) only have 1 revision. Minor revisions (font) have two revisions. Additional revisions are subject to required fees. During website consultation, we are not responsible for technical issues with existing domain transfers and conversions on new websites. Clients are responsible for all aspects of their active domains. Additional charges will be insured in the event that domain setup is necessary to complete website development. Website development services are non refundable.