Service Policies

Preferred Method of Contact.
Email is the preferred method of contact and provides for the most efficient communication. This also helps with documentation of the requests and work fulfilled. When phone communication is necessary, I am available via phone between 9am and 5pm Monday through Friday. Face-to-face time may also be appropriate - please call to schedule an appointment.

Point of Contact.
One person from the Client’s company or organization shall be appointed as the official Point of Contact (POC). The role of this person is to give the final requests, instruction, and opinion that determines the outcome of the project. If there are any questions about the project, I will contact the POC and s/he will provide the official direction. Input from a team is acceptable, but the POC will report the final verdict. All requests for work must be sent in writing via email from the POC.

Project Communication.
Clients should expect to make time available at least once a week to touch base about the project status and direction. Communication should happen more often in the beginning stages of the project to determine the desired design, structure, and functionality. This will help to provide the Client with a more accurate quote, as requested changes in the middle stages of a project will increase the development time and cost of the final project. A quality project that satisfies the realistic wants and needs of the Client is a team effort between the designer/developer and the Client, so expect to have time available for a “hands-on” approach. Clients will be held equally accountable for meeting their deadlines in regard to the project. Client deadlines are typically include the following tasks at minimum: project approval, providing feedback, supplying existing collateral material, and payments.

Terms of Payment.
Charges for Services are invoiced via e-mail on the 10th & 25th of each month. Special invoicing delivery must be requested. Payment is due upon receipt of invoice by Customer. Customer must notify Stephanie Chu of any charge disputed in good faith, with supporting documentation, within 30 days from receipt of invoice, or Customer will be deemed to agree to such charges and no adjustments to charges or invoices will be made. Customer shall continue to be responsible to pay for the undisputed charges on the invoice by the due date.

Accepted methods of payment: Official Business Checks, Money Orders, Cashier’s Checks. Sorry, no credit cards accepted at this time.

Billing.
All projects are billed at a negotiated hourly rate. Although the goal is to complete the project within the guidelines of the quote, upon completion of the project, the final invoice may be up to 10% lower or higher than the quote, depending on the nature of the project and workflow.

Billing is calculated at a minimum of 0.25 hours for all areas of service including Web Design/Development, Print, Travel, and Troubleshooting/Support. All billing is calculated in increments of 0.25 hours.

Publicity of Project
Unless there is objection to the following prior to entering into contract, we reserve the right to:

• Issue a press release of our project and completed project
• Include final project in design portfolio at www.stephaniechu.com.