Privacy, Policies, and Procedures

1. Introduction

A. Purpose of Policies
These policies are established to guide the responsible growth of our company, ensure the smooth execution of operations, and outline procedures that enhance efficiency. By adhering to these policies, we aim to maintain a consistent approach to business management, providing clear guidelines for our team, clients, vendors, and resellers. This consistency will enable us to deliver reliable and predictable service, ensuring that every order is managed with the utmost care and attention.

B. Scope of Application
These policies are applicable to all facets of our company's operations, impacting our internal team, clients, vendors, and resellers. The guidelines provided herein are designed to streamline our processes and foster a unified approach to project management. No deviations from these policies will be permitted unless officially amended in the future.

C. Company Overview
Our mission is to empower businesses and organizations, regardless of size, by offering superior design services, branded products, and marketing solutions at competitive prices. Our service offerings include custom graphic design, branded promotional items (such as T-shirts, hats, and business cards), indoor and outdoor signage solutions, decals and vehicle graphics, website design and development, and digital marketing.

Our company was founded with the goal of providing businesses of all sizes with the level of service typically reserved for larger enterprises. We are committed to delivering top-quality products and services tailored to the unique needs of each client.

2. Client Engagement

A. Initial Consultation
Clients may initiate contact through various channels, including our website, social media platforms (Facebook, Instagram, TikTok), phone, or text message. Upon receiving an inquiry, clients are directed to our website to complete a form detailing their requirements or to email their initial needs. For larger projects, we may schedule a call to discuss the details more thoroughly. When we proactively reach out to potential clients, it is typically after an on-site visit, during which we leave a business card and introduce our services.

Before onboarding a client or lead, we require essential information, including the client’s name, company or organization name, phone number, and email address. In our first official conversation, we will discuss the client's requirements to prepare an accurate estimate. Our goal is to respond to inquiries requesting an estimate within one business day, establishing contact and arranging an official meeting or call to discuss the project further.

B. Proposal and Approval Process
Following the initial meeting, we gather the necessary information on the scope of work and materials required to provide an estimate. We aim to deliver the estimate to the client within two business days.

Should the client request modifications to the estimate, we strive to provide a revised estimate within one business day. Upon client approval of the estimate, we typically require email confirmation and payment to finalize project approval.

C. Client Responsibilities
Clients are responsible for providing timely feedback and any necessary logos, photos, or materials required to complete the project, unless we are tasked with creating these elements.

Our workflow follows the client’s timeline. Any delays in providing necessary materials or feedback may impact project progress, which remains the client's responsibility.

D. Communication Channels
We prefer that clients submit requests, changes, and approvals via email to maintain a record of communication. We typically update clients if there is a delay in project delivery. Otherwise, clients will be informed as each project stage is completed. While email is our preferred communication method, clients may contact us through other channels as needed.

3. Project Management

A. Procedure Outline
Once a project is quoted and the client has made the required payment, we initiate the design process. For logos, promotional items, signs, decals, or vehicle graphics, the first proof is typically delivered within three business days. Clients may then approve the design or request revisions, which are completed within two business days. Upon approval, the project progresses to production as follows:

• Decals, Signs, and Vehicle Graphics: Produced within four business days. Installation is scheduled upon design approval.
• Branded Promotional Items (T-shirts, Hats, etc.): Production time is 1-3 weeks.
• Logos: After design approval, multiple logo files and a brand guideline kit are provided within two business days.
• Website Design: Phase 1 (Frame Up) is completed within five business days. Revisions are done within two business days. After client approval and the second payment, Phase 2 begins, covering the remaining website pages and content. Upon approval of Phase 2 and final payment, Phase 3 (Publishing) begins, with the website published and indexed within two business days.
• Other Digital Marketing Solutions: Timelines vary based on the project.

We utilize Pipedrive to manage projects, ensuring a structured and organized approach to each client’s needs.

B. Client Onboarding
New clients are onboarded into Pipedrive, where their information is entered as leads. Once an estimate is approved, the lead is converted into a project. Each client request is treated as a separate project (e.g., T-shirts and a sign for the same client would be managed as two distinct projects within the system).

The mandatory onboarding information includes the client’s name, company name, phone number, email address, and project details. Creating a new lead or project for each request is essential to ensure accurate tracking and management, with no exceptions.

C. Lead Time

Standard lead times for various projects are as follows:

Please note that we do not currently offer rush order services.

D. Approval Procedures
The approval process is managed through email to ensure clear communication and documentation of the client’s decisions. The design approval process, as detailed in the procedure outline, allows the client to review and approve or request changes at various stages.

Clients are encouraged to take their time in approving designs or estimates, ensuring satisfaction with the final product.

E. Quality Assurance and Guarantees of Work
We prioritize quality by utilizing high-grade materials, securing client approval for designs, and maintaining active communication with clients, vendors, and our team. Each product undergoes inspection prior to delivery to ensure it meets our quality standards.

Guarantees vary by product. Once a design is approved and production begins, we are not responsible for changes requested thereafter. However, we offer a discounted rate on reprints if the issue stems from client error during approval.

F. Production and Delivery
Production lead times are detailed in Section C above. Most products are delivered in person. For installations, service is scheduled with the client, and details are reviewed upon design approval. We are committed to timely delivery and installation. Should any delays occur, we proactively communicate with the client to keep them informed and manage expectations.

4. Payment Policies

A. Payment Terms

Logo Design:

• Initial payment for the first hour of service is required upfront.
• Final payment is due before the client receives the final logo files and brand guide.

Branded Promotional Items, Signs, Decals, and Vehicle Graphics:

• Full payment is required upfront before the design process begins.

Website Design:

• 50% of the total cost is required to initiate the project (Phase 1).
• 25% of the total cost is due to begin Phase 2.
• The final 25% is due before the website is published (Phase 3).

Digital Marketing Campaigns:

• Setup fees and the first month's payment are required before the project commences.
• Recurring payments are due on the 1st of each month for the duration of the campaign.

Please note that we do not offer payment plans or financing options.

B. Payment Methods Accepted
We accept checks, cash, credit cards, debit cards, and ACH payments. There are no additional fees associated with any of the accepted payment methods.

C. Late Payments and Fees
Work on projects begins upon receipt of payment. For digital marketing campaigns, a $50 late fee will be charged if payment is more than five days late. An additional $50 late fee will be charged if payment is more than ten days late.

D. Refund and Cancellation Policies

Logo Design, Branded Promotional Items, Signs, Decals, and Vehicle Graphics:

• If a project is canceled before design work begins, the full amount paid will be refunded within seven business days.
• If canceled after design work has started but before approval or production, the client will receive a refund minus a design fee of $75 per hour.
• No refunds will be issued for projects canceled after production has commenced.

Website Design:

• If a client cancels a website project at any stage, the project will cease, and the client will not be liable for the remaining cost. However, no refund will be provided for work already completed.

Digital Marketing Campaigns:

• If canceled before setup begins, the full amount paid will be refunded within seven business days.
• If canceled after setup but before the first month’s work is completed, a refund minus a $75 per hour setup fee will be issued.
• No refunds will be issued for cancellations made after the first month’s work has commenced, but recurring payments will cease.

5. White Label Services

A. Eligibility for White Label Pricing
We reserve the right to select our white label partners. Eligible partners include marketing agencies, branding firms, vehicle graphics suppliers, or promotional product suppliers.

B. Discounted Rates
Discounted rates are determined by us and provided to the white label client. It is the responsibility of the white label client to quote their own clients accordingly. To maintain a white label relationship, the client must submit at least one project every two months.

C. Turnaround Times and Lead Times
Lead times for white label clients are consistent with those for our regular clients.

D. Revisions and Approvals
The white label client is responsible for all communication with their own clients, including sales, revisions, approvals, and other interactions. Our client is the white label partner, not their end client. White label clients are expected to manage lead time expectations with their clients based on the lead times we provide.

E. Payment and Invoicing
Payment terms for white label clients mirror those for our regular clients. We will invoice the white label client directly for their projects, not their end client.

6. Responsibilities and Liability

A. Company Responsibilities
Our primary responsibility is to provide quality designs, products, and exceptional customer service with each order. If challenges arise during a project, our goal is to promptly contact the client to resolve the issue and/or provide updated expectations.

B. Client Responsibilities
Clients are responsible for providing clear instructions, timely edit requests, and constructive feedback to ensure they receive services that meet their expectations. While we strive to make our clients happy and will work with them to achieve their vision, we are not responsible for delays caused by communication errors or a lack of communication from the client.

C. Limitations of Liability
We are not liable for delays caused by the client or for any damage to a brand if we have delivered what the client requested and approved. We do not proceed with production, publish websites, or finalize designs without client approval. We always provide a clear representation of any products sold. If the product matches the approved design and meets the discussed criteria, we are not liable if the client is dissatisfied with the result. However, if there are quality issues or if the final product does not match the approved proof, we will correct the issue by reproducing the product correctly or issuing a refund.

D. Intellectual Property and Ownership
Upon payment and approval, the client owns the rights to the design or logo. Similarly, once a website is paid in full and published, the client owns the website and may transfer it from our hosting platform to their own at any time. In special circumstances agreed upon before the project begins, ownership and intellectual property rights may be discussed.

E. Confidentiality and Privacy
We prioritize our client's privacy and confidentiality. We never sell client information and keep it secure within our Customer Relationship Management (CRM) system. All details regarding each project, including quantity, scope of work, cost, and other specifics, are kept confidential between us and the client.

Handling Customer Information Gathered Through Our Website:

• Data Collection: Information collected through our website, such as names, email addresses, phone numbers, and other contact details, is used solely for the purpose of fulfilling service requests, improving customer experience, and for internal marketing purposes.
• Data Usage: While we do not sell or share customer information with third parties, we reserve the right to use the contact information provided by our clients for our own promotional activities. This may include sending emails, newsletters, or special offers that we believe will be of interest to our clients.
• Opt-Out Option: Clients will always have the option to opt-out of receiving promotional communications. Clear instructions for opting out will be provided in each communication, and requests to be removed from promotional lists will be processed promptly.
• Data Security: We take appropriate security measures to protect customer information against unauthorized access, alteration, disclosure, or destruction. Our security practices are regularly reviewed and updated to ensure the highest level of protection for our clients' data.

7. Customer Satisfaction and Dispute Resolution

A. Customer Feedback and Complaint Process
We encourage clients to reach out via email with any complaints or issues regarding our services. Our goal is to ensure client satisfaction, and we strive to address and resolve concerns promptly and professionally. While we will do everything reasonable to satisfy unhappy clients, we are not liable for dissatisfaction if we have fulfilled our responsibilities as agreed upon. However, we value our clients and will assist in finding a satisfactory resolution when possible.

B. Dispute Resolution Mechanism
Before reaching a conclusion in a dispute, it is necessary to ensure that both parties have adhered to the agreed-upon procedures. If we have followed these procedures, we are not liable for refunds or reproductions of products. However, we will seek to improve the situation for the client whenever possible. Our policies are clearly listed on our website, and clients are expected to follow these guidelines. As long as we have adhered to our policies, clients are expected not to pursue mediation, arbitration, or legal action.

8. Employee Conduct and Expectations

A. Code of Conduct
We expect our employees to exhibit respect, knowledge of our services, and pride in providing the best possible experience for our clients.

B. Professionalism and Ethics
Employees are expected to offer and recommend what we genuinely believe is best for our clients. We do not engage in upselling or suggest products that will not benefit the client. If we believe the client could benefit from something other than what they requested, or if we think their request may not yield the best results, it is our duty to provide sound advice and guidance. While we ultimately deliver what the client wants, we ensure that the best possible advice has been offered.

C. Attendance and Punctuality
Employees are expected to complete tasks in a timely manner. Although not all of our employees or contractors work on an hourly basis, they are expected to meet client needs within the expected lead times. Failure to complete tasks as expected will result in two warnings, followed by a final notice of termination.

D. Confidentiality
Employees are expected to adhere to our privacy policies at all times. Any violation of these policies will result in immediate termination.

9. Marketing and Sales

A. Marketing Guidelines
Our marketing efforts are driven by a commitment to transparency, quality, and client-focused service. We prioritize showcasing our ability to deliver exceptional designs, products, and services that help businesses thrive. All marketing materials must align with our branding guidelines, which emphasize professionalism, clarity, and authenticity. Messaging should reflect our dedication to providing the highest quality experience for our clients without engaging in unnecessary upselling. Our tone remains confident yet approachable, ensuring clients feel supported and understood.

B. Sales Strategies
Our primary sales strategy centers on building strong, long-term relationships with our clients. We focus on understanding their unique needs and offering tailored solutions that align with their goals. Honesty is paramount in our sales process, ensuring that clients are only offered services and products that will genuinely benefit them. We qualify leads by assessing their specific needs and determining how our services can best meet those needs. Our approach to closing sales involves clear communication, providing value through our expertise, and ensuring clients feel confident in their decision to work with us. Each client interaction is treated as an opportunity to establish trust and demonstrate our commitment to their success.

C. Training
We provide comprehensive training to our employees and sales team to ensure they are knowledgeable about our services, products, and guiding principles. This training includes a thorough understanding of our branding, sales strategies, and the importance of client satisfaction. To keep our team informed about industry trends and best practices, we offer ongoing education and training programs. These programs help our team stay updated on the latest developments in digital marketing, design, and branding, enabling us to continue delivering cutting-edge solutions to our clients.

10. Terms of Service

A. General Terms
Our relationship with clients is based on mutual respect, clear communication, and adherence to agreed-upon terms. We are committed to providing high-quality services and products as outlined in our project agreements. Clients are expected to provide timely feedback, approvals, and necessary materials to ensure the smooth progression of their projects. All services are provided with the understanding that our policies will be adhered to by both parties. We reserve the right to refuse service or terminate agreements if clients fail to comply with these terms. Additionally, we are not liable for any delays or issues caused by the client's actions or lack of communication.

B. Termination of Services
Either party may terminate the service agreement under specific circumstances, such as a breach of contract, failure to adhere to policies, or other valid reasons. Termination by the client must be communicated in writing and may result in the forfeiture of any deposits or payments made, depending on the project's stage.

C. Changes to Policies
We will communicate any changes to our policies via email or through our website. Clients will be notified of significant changes that may affect their ongoing or future projects. Policies may be amended based on changes in business operations, legal requirements, or industry standards. Any amendments will be made with the intention of improving our services and maintaining a high standard of client satisfaction.

11. Contact Information

A. Support and Assistance
Clients may reach out for support or assistance through our website's contact page or by calling us at 334-246-1179. Existing clients may also contact us via email. Support is available Monday through Friday from 9 AM to 4 PM.

B. Business Hours
Our standard business hours are Monday through Friday, 9 AM to 6 PM. For inquiries or concerns after business hours, clients are encouraged to reach out through our website's contact page or via email. We will respond as soon as possible during the next business day.