Q: What methods of payment do you accept?

* PayPal (PayPal account not needed)
* Credit Card over the phone
* Request an invoice through GoogleCheckout
* Check, Money Order (project will not begin until payment clears, usually 7-10 business days)
* Cash

Q: Do I have to pay 100% down, or can I make a deposit? All of our design work is 100% custom and extremely labor intensive; therefore, projects under $500 are to be paid in full. Projects over $500.00 require a 75% deposit or a minimum deposit of $500.00 with the balance due before your site is moved to your domain.

Q: What is your refund policy? Due to the nature of our work, where our time is being spent during the working process, we are unable to offer a full refund. Although it is very unlikely you will not like our designs and concepts!

* 100% refund of total paid if project has not been started.
* 50% refund of total paid if mock-ups have been started or delivered.
* 25% refund of total paid if mock-ups have been approved, and coding has been started.
* 0% refund of total paid if project has been completely coded.

1) Make your purchase or contact us if you are just making a down payment so we can send you an invoice

2) Fill out project survey (emailed to you once payment is received)

3) Custom mock-up(s) emailed to you (4 to 5 business days)

4) Requested changes are made (1 to 3 business days)

5) Approve mock-ups

6) Site is built on our test site (4 to 6 weeks), link will be provided to you to follow progress

7) Once finished, minor revisions and changes will be made (this does not include any graphic or layout changes)

8) Payment balance due if not paid in full

9) Site will be scheduled to be moved to your hosting account (7 to 10 business days)

Q: Do I need to have my domain and hosting set up before you begin? It is recommended that you at least have your domain registered. You can wait on the hosting account but be aware it can take up to 48 hours for this to be completely set up.

Q: Do I need a SSL or Dedicated IP? If you plan on using a merchant account such as authorize.net or PayPal Pro you will need both a SSL and Dedicated IP.

Q: How soon so you start working on my design? As soon as you have submitted your survey answers. You can help move the process faster by submitting your survey answers promptly and filling out the questions completely, this makes a big difference!

Q: How many revisions do I get? We prefer not to set a hard limit on the number of revisions – however, each revision takes a couple days to complete (even if your changes are fairly simple), so it is very much in your best interest to look very carefully at your mock-up and provide us with a thorough revision list. If your feedback is complete and organized, it shouldn’t take more than 1 to 2 revisions to finalize your design.

Q: You did not include all the features I requested – why? We are limited to what can be done with Zen Carts since it is done with .php. We will discuss with you features that can not be done and see what work-arounds would be acceptable.

Q: Can I get the process done any faster? Not really. Zen Carts can be very coding extensive. Be assure we will try to get your site done as soon as we can.

Q: What kind of support do you offer after our site is moved to our domain? Once your site is moved, we provide free support for 7 days which includes minor changes such as link changes and typos and walking you through the admin area. We will not make any design changes or change out any images. We do not set up any payment or shipping modules, but will be more than happy to direct you on how this is done. Major changes such as graphics will be charged at $35 an hour.

Q: What happens if I try to edit my files and mess up the code? Unless you own a good HTML editor such as Dreamweaver, we recommend always using Notepad to edit your files. Frontpage and Microsoft Word both will alter the code, and we will NOT fix any files opened in either of those programs. And yes, we can tell if it you tried to edit any code in either of those programs.

Q: Do I need to fill out your survey? Yes, the survey questions we ask you are VERY important to the design process! They let us know the specifics of what you want, both for the visuals and functionality of your design.

Q: What if I don’t understand a survey question? Please contact us right away, we are available by phone, email, and live chat (during office hours) and we’re always happy to help!

Q: What if I don’t know my answer, or don’t have a strong opinion about a specific question? Please give us a general direction to go in. For example, if you don’t have a precise color scheme in mind, a response like “I hate blues and reds” or “I prefer neutral colors” is much more helpful than no response.

Q: Why can’t you just use your best judgment to make my design? After all, you’re the designers, not me. Yes, this is true – and we’re very happy to share our expertise with you throughout the design process. Still, there are MANY different styles and preferences, and no hard-and-fast rules – so it’s very important to us that we create something that YOU like and are proud to own.

1) Review your mock-ups for any changes to the graphics, layout, functionality, and content BEFORE submitting your final approval. Your site will be coded and installed exactly as shown on the mock-up(s). Design changes requested after installation will incur additional charges. We will need an email stating you have given us “Final Approval” before we begin coding.

2) Text for your policies, about us page and any other special areas that were incorporated into the site must be supplied. We require that you give us the information to set up one test item – ie: photos, sample description.

3) Your hosting account information. We must have your cPanel information to be able to set up the databases.

Q: Can I see the fully coded site before I give my final approval? Changing graphics and functions at the coding stage is very time consuming, and in some cases we have to start the coding process over. Therefore, we ask for final approval of the design, graphics, layout, and functions before we start coding.

Q: Is my login information secure? Yes, we take your account protection VERY seriously. All passwords are maintained in a keystroke-free encryption system on a secured server and NO information is ever saved!

Q: What is a hosting account? A hosting account is the “space” you rent online to upload your files, so they can be viewed across the Internet. The graphics and scripts for your site design must be uploaded into a hosting account in order to function.

Q: What if I don’t have a hosting account? You can register a domain and set up a hosting account with HostGator. We do NOT recommend GoDaddy!

Q: What if I want to have changes to my design later? We are happy to help you with revisions or updates! Please contact us for a quote.

Q: Do you provide back-ups of my design? We keep a backup copy of your project, plus we send you a backup once everything is completed.

Q: Will my design be resold? All of the designs we do are custom created just for you, meaning the design you receive is unique and will not be re-used with another client.

Q: Is my design copyright protected? Yes, your design will include a copyright protection line at the bottom of the page with your company name and an auto-updating date stamp.

Q: Who owns the copyright to my design? You do. We will even provide you with the original files for your design, if requested.

Q: Is the copyright transferrable to another site? Your copyright is good for the domain that it was designed for. If you wish to move the design to another location or duplicate it for another domain, please contact us. There will be a small charge.

Q: Why do you have your link in the footer copyright line? This is our design credit link. This link helps protect your design against theft. If one of your competitors sees our link and goes to another designer, chances are they will not copy the site, while an uncredited design has no protection if your competitors were to go to another designer and ask them to duplicate your site’s design. It’s also how we keep our prices so competitively low, as more than 80% of our business comes from referrals and happy repeat customers – that way we don’t have to spend a lot of money on expensive advertising, and we can therefore offer lower prices.

Q: What if I want your link removed from my site? We can remove our design credit link from your site if you absolutely require it and are not concerned about the risk, for a $50 service fee.

The entire risk as to the quality and performance of any design project is with the Client. In no event will KDWHD be liable to the Client or any third party for any damages, including, but not limited to, service interruptions caused by Acts of God, the Hosting Service or any other circumstances beyond our reasonable control, any lost profits, lost savings or other incidental, consequential, punitive, or special damages arising out of the operation of or inability to operate the project, failure of any service provider, of any internet servers, your or your site visitor’s computer or internet software, even if KDWHD has been advised of the possibility of such damages.

The Client unconditionally guarantees that any elements of text, graphics, photos, designs, trademarks, or other artwork furnished to KDWHD for inclusion in any project are owned by the Client, or that the Client has permission from the rightful owner to use each of these elements, and will hold harmless, protect, indemnify and defend KDWHD from any liability (including attorney’s fees and court costs), including any claim or suit, threatened or actual, arising from the use of such elements furnished by the Client.

Rights to source code, work-up files, and computer programs are specifically not transferred to the Client, and remain the property of their respective owners.