Question 1

Payments & Deposits

Accepted Answer

All invoices will be sent once the client and FRSH both agree on the specific pricing for the project. Invoices must be paid within 48 hours or the invoice will be canceled until the client is ready to continue service. All projects over $500 require a 50% non-refundable deposit in order to begin the design process and anything under $500 shall be paid in full by the client. 50% final payment is due when all revisions have been completed and work is approved by the client. If final payment is not made within a month of finishing the client’s project, a 30% interest fee will be added on to the final bill. Payments accepted include any major credit or debit cards and Cash. No project shall be started on without proper payment being received from the client to FRSH Marketing, Branding and Design, LLC.
If the parameters of the Work change, or if it involves more time than estimated, FRSH Marketing, Branding and Design, LLC will inform the Client and they can renegotiate the work’s cost. 
FRSH Marketing, Branding and Design, LLC is responsible for the payment of all federal, state, local taxes and/or payment method services fees concerning the services she performs for the client as an independent contractor. The Client will not treat FRSH Marketing, Branding and Design, LLC as an employee for any purpose.
FRSH Marketing, Branding and Design, LLC accepts payment online via credit card (payment method fees apply), bank transfers (payment method fees do not apply), Paypal payments go to keepingitfrsh@gmail.com (payment method fees apply), cash App Payments go to $frshllc (payment method fees does not apply), and Zelle payments go to keepingitfrsh@gmail.com (payment method fees does not apply).
FRSH Marketing, Branding and Design, LLC is not responsible for any funds lost due to incorrect payment methods so please confirm all payments not made directly through the emailed invoice. (ie. Paypal, Cash App, Zelle, etc.)

Question 2

Refunds, Credits & Cancellations

Accepted Answer

All projects are subject to a complete 100% non-refundable payment from the client. Please understand that under no circumstance can a refund be given especially after work (including proofs) has been issued and/or labor has begun. No refunds are given for any promotional sale prices and all sale invoices must be paid in full. If for any reason the client cancels services, no payment shall be reimbursed and becomes forfeited by the client. Clients may receive a 1 year credit with FRSH  for desired services if they choose not to begin on the original date. Any timeframe after 1 year from the dated invoice becomes forfeited. If you choose to reactivate your order after a year's time frame, a 30% interest fee will be added to your remaining balance which must be paid before we can continue services. 
The Client or FRSH may terminate the service at any time if, for any reason, the relationship is deemed unsatisfactory by either party. Upon written cancellation, the Client is responsible for payment for all expenses incurred and any work done towards the completion of the project based on the percentage of the project completed that is determined by FRSH Marketing, Branding and Design, LLC. Should the Client cancel the project following its completion, the Client is responsible for full payment as per the agreed-upon estimate plus all expenses incurred. In the event of cancellation, FRSH Marketing, Branding and Design, LLC retains ownership of all copyrights and original work created, websites will be not accessible in this case. No work is released if a project is canceled even if it has been partially or fully completed.

Question 3

Client Communication

Accepted Answer

All communication with FRSH Marketing, Branding and Design, LLC shall be done strictly via email or by phone. All phone calls are by appointment only and we’d still need the conversation written via email as well. It is important to protect our brand and you, the client, by having written documented communication at all times to ensure both parties are still in agreement and there are no misunderstandings.  Please allow up to 72 hours for a response from our team, if for any reason you have no response within that time frame please resend your email. We do not respond to any clients after business hours [Tuesday – Saturday 10AM- 6PM EST] and we do not respond after hours for any reason except emergency web hosting issues or tracking numbers. 
All requested items from FRSH Marketing, Branding and Design, LLC must be delivered promptly (within 14 business days of request) or the client will incur late project completion.
If for any reason, the client does not communicate with our design team after 14 days, a 10% interest fee is attached to their final invoice in order to complete services. After 3 months of no communication with clients, all services are deemed incomplete and service is no longer available.

Question 4

Turnaround Times and Deadlines

Accepted Answer

All turnaround times with FRSH may vary at any time. Logo design turnaround times are up to 15 business days, depending on the current workload volume. Web design, depending on how fast the client can provide ALL content for the website takes 2 – 6 weeks of completion. Social media flyers take 2 – 5 business days of completion. Packages vary depending on the volume of FRSH Marketing, Branding and Design, LLC and the time it takes the client to provide ALL detailed information for their package. Packages generally take 4 – 8 weeks for completion. Any other design inquiries shall be given a time frame via email during business hours. If for any reason we need to exceed the client turnaround time, the client shall be notified.
If deadlines are not able to be met, the client must notify FRSH Marketing, Branding and Design, LLC ASAP. In the case that items are not delivered by the requested time, the client forfeits the outlined completion date. If the client requests a delayed completion date the client forfeits their place in the pipeline. The grace period for the requested items is 1 week and if later must be approved by FRSH Marketing, Branding and Design, LLC. Projects will not be carried over 3 months after the agreed deadline or all deposits will be forfeited if there are needed items hindering project completion.

Question 5

Client Portal

Accepted Answer

We use Google Drive and Wix CRM to manage client information. Please sign up for an account on our website to keep track of orders and project statuses.

Question 6

Proofs & Final Files

Accepted Answer

No final artwork or files without watermarking will be delivered until final invoices are paid in full. Draft files (revision files, unselected logo proofs, premium paid fonts and themes, working design files,) remain the property of FRSH Marketing, Branding and Design, LLC. Once the logo is complete, all files needed will be emailed to the client within 72 hours of final agreement. Client has the right to own the following files given upon completion: JPEG, PNG, PDF and EPS/PSD (upon request and additional fees).
FRSH Marketing, Branding and Design, LLC agrees that we will be the sole author of the Work, which will be original work and free of plagiarism. FRSH Marketing, Branding and Design, LLC will cooperate with the Client in editing and otherwise reviewing the Work before completion and launch. The client is NOT allowed to edit the work received personally or have any outside FRSH Marketing, Branding and Design, LLC edit the work without a written request. legal action is to be taken if the original work produced by FRSH Marketing, Branding and Design, LLC is tempered or edited.
Upon acceptance of the work, the client accepts responsibility for any further processes in which this work is used (e.g. film outpost, printing, etc.) FRSH Marketing, Branding and Design, LLC is not responsible for errors occurring in this work or projects related to this work after acceptance of the work by the client. Any spelling or errors of any kind are not the responsibility of FRSH Marketing, Branding and Design, LLC. The client is responsible for any fees related to reprinting or correcting these errors. Any change request made after the acceptance of the work is subject to additional  fees.
From the time of project completion, the client will have a 5-day "feedback/edit" period. Exuberant amounts of edits/ rounds of edits are subject to additional  fees.
Access to final files will be given to clients via google drive. FRSH is not responsible for any deleted or corrupted design final files after release. The client folder created for the client will only be given access to the email on file or any emails requested by the client.

Question 7

Quality Images

Accepted Answer

FRSH Marketing, Branding and Design, LLC has the right to decline any project that does not provide the appropriate professional photography needed to create a visually appealing brand identity. All clients must have high quality images ready and edited by photographer for branding usage. If for any reason the client does not have professional photos, we can provide high quality stock images for your company for an additional cost.

Question 8

Password Privacy and Confidentiality

Accepted Answer

FRSH Marketing, Branding and Design, LLC agrees to respectfully keep all client information private and secure. Because we deal with client passwords, emails, and login information for various other websites, we will refuse to share any information with anyone other than you. That goes for family members, spouses, children, co-workers, etc. No username or password will ever be used for more than what it is intended for.
FRSH Marketing, Branding and Design, LLC acknowledges that we may receive or have access to information which relates to the Client’s past, present, or future products, vendor lists, creative works, marketing strategies, pending projects/proposals, and other proprietary information (to be stored/shared in a google drive client folder).
FRSH Marketing, Branding and Design, LLC can display materials and final work created for Clients on FRSH Marketing, Branding and Design, LLC’s social media and website (www.keepingitfrsh.com) without client approval.

Question 9

Websites

Accepted Answer

All client content and images for any project shall be written and completed via our website questionnaire form. We are not responsible for any misspellings, bad grammar, explicit language or missing information that was not originally given during the initial content email. If for any reason additional data entry is needed and the client does not have content, FRSH Marketing, Branding and Design, LLC cannot go further until received.
The client has the option to have their site built through Wix, Big Cartel, Shopify, Wordpress, or GoDaddy all of which will give them content management abilities.
FRSH Marketing, Branding and Design, LLC's design fees are priced SEPARATE from all hosting and domain fee's from your selected provider. To make the website live, this step has to be completed separately before the site is finished. If the client is interested in adding this service, the total cost will be added to the invoice including an additional setup fee of $60.
Our job is to build a beautiful, functional site, designed for the client's specific needs so we do not create templates. We will create the structure and design with the clients provided content. (questionnaires must be completed within 14 business days of contract signing) 
From the time of project completion, the client will have a 14-day "feedback/edit" period. Meaning any change they have for the site will be executed. (ie text, errors, image changes). After this period all changes will be considered as "site update" and the normal $25 per page fee will be applied.
As a complimentary service, FRSH Marketing, Branding and Design, LLC will stay an account admin on the completed site to ensure no design or functionality errors arise. These items will be corrected free of charge.
All sites come with a complimentary 60 minute set up/management tutorial call if the client has any questions on how to use your new site (to be redeemed within the first 2-week period after your site is completed). BUT any consultation after this will be charged at $60/hr. 
All sites will be built to be “responsive” so that they work on smaller screens well, like phones and tablets. 
NO design services will begin unless ALL website content, images, and copy are provided. quality logos, color codes, and brand imagery must be provided. If the client does not provided this branding services must be added to the invoice. All branding materials must be submitted in this format. (Brand Board Requirement File)
Booking sites minimally require content photos, service listings, pricing, details, and operation policies.
E-commerce sites  minimally require content photos, product info, prices, merchandise options, and business policies.
Project completion is partly dependent on the delivery of these items in full. The standard execution for a basic website is 4-8 weeks (depending on current workload/bookings). To uphold any agreed-upon deadline, all items must be provided upfront and if any additional items are needed after the project has begun they should be provided in a timely manner. Please be advised, clients who provide a complete submission will take priority regardless of the need by date.
In the unlikely event that information is missing that is crucial to the overall look and feel of the site, the project will not be released. FRSH Marketing, Branding and Design, LLC reserves the right to protect their creative integrity and will not allow unfinished work to be showcased. This includes not taking care of hosting and domain fees before the site completion. (ANY payment submitted is non-refundable and non-transferable)

Question 10

Design Retainer Details

Accepted Answer

Priority service in projects				
Print design materials include  sales sheets, direct mailers, brochures, event programs, signage				
Digital materials include email templates, social media graphics, blog banners, and other web graphics				
Services do not include additional costs like stock photography, fonts and copy
Additional services are available upon request.				
Please note: Services do not include logo design. Logos will be charged at the standard logo rate				
Each retainer package has a 2 month minimum commitment. At the end of 2 months, we will re-evaluate the program to ensure the number of hours are fitting your business needs. After that, we can move to 3, 6, or 9 month commitments.	
Each retainer includes a set number of hours per week. If you acquire any overage in hours during the month, you will be billed at the standard hourly rate of $60 per hour at the beginning of the next month.				
Unused hours expire at the end of each week. 				
At the beginning of each month, you will receive your invoice. Invoices will include your monthly retainer rate, and any additional charges from the previous month where you may have gone over. There will also be a proposal reviewed during each call to document planned work for each month. All calls are scheduled for the first day of the month.

Question 11

Add-on Expenses

Accepted Answer

Wordpress + $10/page
SquareSpace + $10/page
Product Uploading + $10/product
Stock Photo Use + $100
File Resize + $25
Design File Access + $25
Editable File + $50
Design Mock Up + $25
Business Email Set up + $25
Domain Set Up+ $25
Social Media Business Account Set Up + $65
Content Writing + $100

Terms & Conditions