FAQSCheck Out Some Of Our Frequently Asked Questions
What are our office hours?
Our office hours are Monday through Thursday from 9:30 a.m. to 5:30 p.m and Fridays from 9:30 a.m. to 3:00 p.m. Saturdays and Sundays are non-working days as well as holidays. Any calls, texts, or emails sent before or after office hours will be responded to during normal business hours.
Occasionally, we will work outside of office hours on the weekends by catching up on Client emails or Client work. If you receive an email from us outside of normal business hours, please do not feel obligated to respond to us until the following business day.
We understand that some things are inevitable and that emergencies do occur with websites functioning properly. If there are any emergency work requests or work requests outside of our normal business hours, the Client will be billed accordingly.
What if you need your project completed in a hurry?
If you have a designated time frame or deadline that your project must be completed by with an exact date in mind when you will need your materials developed and delivered, please inform us in the initial complimentary consultation so that we can place you into our schedule accordingly for a rush project. If you do not provide this information prior to beginning the project, we will most likely not be able to accommodate a quicker response time and do not offer refunds on booking fees for inability to deliver beyond your project’s set timeline.
A project rush fee of 15% of your project total cost will be applied.
How will you receive your final deliverables?
For branding projects, once your project design is complete, you will receive design files and images in popular formats in a Drop Box shared file folder where you will be able to easily download all files. All files must be downloaded to your own Drop Box account within 7 days.
For website projects, if you do not already have username and password information for logging into your website, on the completion of your project and once all payments have cleared, you will be given all login information.
Purchased fonts are not included and original/editable design files are an additional charge per file. If you think that you might want original/editable design files, please contact us within 30 days of the completion of your project requesting this information. After 30 days, we may not store or hold on to all of your original design files.
What is our package and pricing structure?
All pricing is based on the needs and requests of the client. One client is not the same as the next client, so we like to provide a starting base so that you are able to get a general idea of our project based costs in our media kit. If you would like to view our pricing information and package details, view our Media Kit.
What is your refund policy?
All booking deposits are nonrefundable, and all website design and branding payments are final.
We only take on a certain number of projects each month. When you book your project, we set aside a designated spot in our schedule for you. By backing out, your spot could have been initially filled with another project. Our upfront deposit is our way of making sure that our clients are just invested in us as we are with them.
Termination details can be found in our Terms of Service.
Who is responsible for client content development?
The client is fully responsible for all content development in branding and website design packages. We are not responsible for any client content unless stated and agreed upon in your Client Agreement. All content will need to be provided before project design begins. Content may include, but is not limited to, written content, videos, images, and page titles. You are responsible for providing images in proper format, size, and high-quality for your website.
What are our payment policies and methods of payment we accept?
Each client will have a payment schedule that is set for them to refer back to in their client agreement. Each month an invoice reminder will be sent to the client, and they will pay the invoice online. If the client wishes to pay with a check, additional fees may occur. The payment schedule will stay as follows regardless if the timeline exceeds its original intended timeline in the client agreement. Additional revisions or client content that is added after the project has already started can extend the timeline. The designer reserves the right to move the client to the end of the production timeline if additional content or major website structure changes are added.
The client will have an initial booking deposit to have their project booked in our schedule. All deposits are non-refundable. Fees do apply for late payments. We set payments up into 50% upon booking and 50% on completion; however, we will set up a custom payment plan if your budget requires it.
Further payment policies can be found on in our Terms of Service.
Do we take care of website hosting, domain charges, theme charges, or email account set up?
Domain charges, hosting, theme purchases, and email account set ups are not the responsibility of Infinite Reach Media. Unless previously agreed upon and stated in your Client Agreement, you are responsible for making sure all of these entities are complete before the start date of your project design. If these items are not previously completed before the start of your design, this could cause designer delays, moving back your project’s deadline.
If you wish to allow us to handle the set-up of your domain, hosting, theme, and email account set up, there will be additional fees.
If you are looking for the best place to purchase domains or hosting packages, we recommend Host Gator.