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FAQs

Most Frequently Asked Questions & Answers

We are generally available for work, email contact, messaging, and telephone/Skype calls during standard business hours, Monday to Friday from 9.00 a.m. to 5.00 p.m. (GMT).

After our free consultation, we will send you an agreement based on the project we discussed. Work will not start until it’s signed. The agreement is non-binding and does not oblige us to commit to a long-term partnership; either of us is free to terminate the working relationship.

We kindly request all clients with a monthly package to send a notice of termination at least 30 days in advance if they wish to terminate the partnership.

Email is preferred, but texting and messaging through WhatsApp, Messenger, SMS, or Skype is acceptable. Telephone/Skype calls are always planned in advance to avoid any possible interferences. We respond to non-urgent emails within a day or on the first working day and to urgent emails as soon as we can.

For pay-as-you-go clients, time will be tracked in increments of 15 minutes. We use specialized software from Dubsado for accurate time-tracking. A detailed timesheet will be provided with your invoice, and upon your request.

With a digital relationship, it’s important to check in with each other regularly. Our team is based internationally, which allows us to do some pretty cool things, but also means that we pay special attention to communication. For that reason, you will receive regular updates via email, or your preferred communication method, about the status of projects. Our proverbial door is always open and we welcome your comments, questions, jokes, and status updates anytime that you want to reach out.

​Additionally, calls can be scheduled in which your priorities, objectives, and potential ideas for the future are discussed. We recommend we speak either weekly or bi-weekly for at least 15 minutes to discuss ongoing projects. These meetings also help us make sure we’re offering the best service possible.

A deposit payment is required to secure our services and begin work on your project.

Retainers are invoiced monthly after the first payment date and are due upon receipt. Unused hours roll over to the next month. You can ‘bank’ rolled-over hours up to the equivalent of one month of your retainer (e.g. you can accumulate up to 10 hours if your retainer is 10 hours/month). Additional hours can be purchased at the rate of $75 per hour.

​Pay-as-you-go clients will receive an invoice at the end of the month, based on the number of hours worked in the month before.

Any agreed service, including scheduled telephone/Skype calls, falls under billable hours, including any written communication, such as email and text messages, will be billed.

Any requests outside the scope of the project or after the project has been delivered will be billed at our hourly rate of $75.

We accept debit and credit card payments via Stripe.