Customer Service, Payments, Refunds and Policies
When you agree to hire Supreme Marketing Solutions, implied consent to these policies will be assumed unless otherwise stated by the client before we begin work on their project.
Custom Website Design Services – All Custom Work
We take retainers and deposits on our website design services. In the event you experience severe circumstances and need to cancel your project, if we have not yet begun work on your project, refunds can be considered upon request. If we HAVE begun work on your project, in most cases, your entire deposit is nonrefundable. Final payment is due before launch of our designs on your own server and “go-live.”
Retainers and deposits are also nonrefundable for clients who fail to respond to our good-faith efforts to communicate for a period of 30 days, and we reserve the right to terminate a project and consider it abandoned by the client after 30 days of noncommunication. Email, text, and phone calls are all considered a good-faith method of communication on our part.
We cannot guarantee 100% server uptime for hosting, or that our products are 100% free of defects and will survive third-party upgrades to platforms like WordPress, Thesis, and any plug-ins used. What we do offer is passionate customer service and the promise to make sure your website runs properly at the time it is launched, on the existing software, on Windows and Mac platforms, and on current major web browsers (current means versions less than 3 years old). You can insulate yourself from issues caused by further software evolution by subscribing to the Monthly Service – otherwise, upgrades requested are charged at an hourly rate.
Supreme Marketing is not responsible for any loss of income, demonstrable or perceived, due to website downtime.
Supreme Marketing reserves the right to terminate an unlaunched project at any time for any reason at our discretion with a refund of client’s retainer.
Right of Refusal
Supreme Marketing reserves the right not to accept a project or a support client for any reason at any time.
Return and Refund policy
Because all our work is produced specifically for each customer, returns and refunds are not available. All fees paid are non-refundable. Once a domain name has been registered we are unable to alter them in name or extension (Top Level Domain), should additional domains be requested they will be chargeable at the current market rate.
We will work with our customers to help ensure that every single one of them is completely happy with the work we produce. In the unlikely event that we are unable to satisfy the customers needs, cancellation of the project must be made in writing by the customer. In the event that work is postponed or cancelled at the request of the Customer, we reserve the right to retain the original deposit. In the event that more than the amount of the deposits worth of the anticipated work is completed, additional payment will be due, prorated based on the percentage of work completed. If additional payment is due, this will be billed to the Client within 10 days of notification to stop work.
Due to the electronic and virtual nature of our work, no physical product will be delivered. However we aim to complete the requested services in 30 days from the date on which the deposit is paid. The Client must work with ourselves to complete the web site in a timely manner. In some cases, delays receiving materials or other circumstances can slow the process of development. However, assuming no delay of the signing of the contract and securing the deposit, we agree to make all reasonable efforts to complete each project in a timely manner. We reserve the right to cancel the contract at cost to the Client should significant delays be experienced that are outside the Developer’s control.
Examples include, but are not limited to:
- > Lack of detailed documentation on the subject matter where requested
- > Lack of logos or design ideas where requested
- > Lack of return communication or correspondence
- > Failure to make required decisions
- > Significant illness
- > Acts of God
- > Other significant disruption
Upon any of these circumstances payment for all work already completed will be calculated and the final bill will be modified, all deposits will be forfeit. All our websites must be hosted on the hosting service of our choice and are non-transferable. Should a customer wish to leave our services, the domain name will be made available for a small administration fee within 10 working days of receipt of the cancellation request. Domains are not transferable when nearing renewal. Should the domain be nearing renewal, an additional fee will be required to renew the domain to allow transfer.