Terms & Conditions | Paper Voice

Everything you need to know

Design Project T's & C's

Web and UX/UI Design

In the beginning:

All projects require a 50% deposit payment, the client will be invoiced for this prior to the project starting.
All content (written and images) and the completed website information form is required from the client before a start date can be confirmed.

During the project:

Once a website UX/UI project has been scheduled it is non refundable.
Website projects will be delivered as per the schedule below however Paper Voice can not be held responsible for unforeseen delays;
Bronze Package Websites within 45 days of the scheduled start date
Silver Package Websites within 60 days of the scheduled start date
Gold Package Websites within 90 days of the scheduled start date
Bespoke Websites & UX/UI projects will be determined on the size of the project and an end date will be given before the scheduled start date.
A second payment of 30% is required at the half way point of the project;
Bronze Package Websites 24 days from the scheduled start date
Silver Package Websites within 30 days from the scheduled start date
Gold Package Websites within 45 days from the scheduled start date
Bespoke Websites & UX/UI projects will be determined on the size of the project and a half way point will be given before the scheduled start date.

Upon completion:

Upon completion the Paper Voice development team will contact the client with a link to a live test site for proofreading and quality control. It is the clients responsibility to proofread and make the final checks on a website before it goes live.
At this stage the client can make up to 3 rounds of changes to the site. Any changes must be requested within 7 days of the completion date.
Any additional changes required will be chargeable as per ad hoc rates detailed below.
Upon final sign off the website will be sent live within two working days (Note – it can also take up to 48 hours for DNS records to update and your site to display).
For all website & UX/UI projects the 20% remaining balance is payable within 7 working days of the site going live. If the balance is not cleared within 10 working days of the site going live then the site will be taken offline until the payment has cleared.
Paper Voice reserve the right to add any website & UX/UI project to our portfolio and promotion materials.
Once payment has been made in full the ownership of the website passes to the client.

On Going Support

All websites are hosted on professional-grade, secure hosting platforms continually maintained and monitored by the Paper Voice team. Annual hosting charges will apply to all websites on the system.
All additional upgrades and changes to websites will be considered ad hoc website work and chargeable at a rate of £60 per hour (minimum charge of 30 minutes applies).

Graphic Design & Branding

In the beginning:

All standard graphic/logo design & branding projects require a 50% deposit payment, the client will be invoiced for this prior to the project being scheduled.
The completed design brief is required from the client before a start date can be confirmed.

During the project:

Once a graphic/logo design or branding project has been scheduled it is non refundable.
Graphic/logo design or branding projects will be delivered as per the schedule below however Paper Voice can not be held responsible for unforeseen delays;
Logo Design within 20 days of scheduled start date.
Business Stationary Design within 7 days of scheduled start date.
Print Marketing Design within 7 days of scheduled start date.
Corporate branding & bespoke design projects deadlines will be determined on the size of the project and an end date will be given before the scheduled start date.
A second payment of 30% is required at the half way point of the project;
Corporate branding & bespoke design projects will be determined on the size of the project and a half way point will be given before the scheduled start date.

Upon completion:

Upon completion the Paper Voice design team will contact the client with a proof copy of the work. It is the clients responsibility to proofread and make the final checks before anything is sent to print.
At this stage the client can make up to 3 rounds of changes to the design. Any changes must be requested within 7 days of the rescheduled project end date.
Any additional changes required will be chargeable as per ad hoc rates detailed below.
Upon final sign off the digital files will be sent to the client within one working day.
For all graphic/logo projects the 50% remaining balance will be due once the proof has been signed off and the digital files can not be released until the payment has cleared
For all branding & bespoke design projects the 20% remaining balance will be due once the proof has been signed off and the digital files can not be released until the payment has cleared
Paper Voice reserve the right to add any website project to our portfolio and promotion materials.
Once payment has been made in full the ownership of the design work passes to the client.

On going support:

All design work is kept on file and archived digitally for future use and can be provided upon request by an authorised person within 2 working days.
All additional updates and changes to the design/branding will be considered ad hoc work and chargeable at a rate of £60 per hour (minimum charge of 30 minutes applies).

Print Design

In the beginning:

All printed products purchased require full payment, the client will be invoiced for this prior to the project being scheduled.
All artwork is required from the client before a start date can be confirmed (if you are also purchasing graphic design services from Paper Voice the start date will be scheduled as soon as the final proof has been signed off).
All artwork must comply with the print guidelines, which are available upon request.

During the project:

Once a print job has been scheduled it is non refundable.
Printing jobs will be delivered as per the schedule below however, Paper Voice can not be held responsible for unforeseen delays;
Business stationary print jobs within 7 days of scheduled start date
Marketing materials print jobs within 7 days of scheduled start date
Branded materials print jobs depend upon item ordered and manufacturer and therefore paper Voice can not give a guaranteed delivery time (please be aware that these products can take upto 20 days to be completed.

Upon completion:

You will be notified that your order is in stock ready for collection, or your order will be shipped to you by courier within 2 working days of completion depending on what was agreed prior to the order being scheduled.
Paper Voice reserve the right to add any print project to our portfolio and promotion materials.

On going support:

All print work is kept on file and archived digitally for future use and can be provided upon request by an authorised person within 2 working days
All additional updates and changes to the design/branding will be considered ad hoc work and chargeable at a rate of £60 per hour (minimum charge of 30 minutes applies).

Payment

Failure to pay:

Payment is due within 7 days from the date of all invoices, late payments are subject to a fee of 5% per month.

Consultations

Paper Voice will provide the first 1 hour consultation for free, as long as it is within a 5 mile radius of our office. (Clients could be charged for consultations outside of said radius.) Every consultation after the first will be charged at £60 per hour.

Refund Policy

Web and UX/UI Design

Web design and development projects require significant resources, consume substantial time, and incur internal expenses. Consequently, once a payment or deposit is made, it is non-refundable. Payments for custom design projects (e.g., custom logo designs, branding projects, full website designs, individual page mockups, and smaller design components within a website) and custom development projects (e.g., PHP programming, WordPress CMS custom development, WordPress Plugin custom development) are made in increments as a courtesy to the client. However, if a project is cancelled, delayed, or postponed by the client, all monies paid will be retained by Paper Voice Creative Design. Additionally, an extra charge may apply for all work completed beyond what has already been paid for. All projects completed as defined by the scope of work are non-refundable.

Website Maintenance

When adding new text and/or content to a page, the client is responsible for providing all text (in digital format) and images/photos. Unused hours do not roll over to subsequent months, and no refunds are provided for unused hours. There are no refunds for any fees related to website maintenance services. Our monthly support plans depend on the scope and size of a website. Especially for websites we did not initially build, website maintenance and upkeep require extensive upfront resources and time to learn the setup, framework, and specifics of a new client’s website. Therefore, we require monthly maintenance to be paid in full and on time unless otherwise agreed.

Web Hosting

All hosting payments, whether for current or past months, are non-refundable. Web hosting accounts are set up from the date of your order and are allotted a limited amount of server resources depending on the plan you purchased.

If the client opens a hosting account but does not use it, payment will still be due. Hosting billing cycles continue until a cancellation notice is received in writing from the client.

Unless otherwise provided, you agree that until and unless you notify Paper Voice Creative Design of your desire to cancel the web hosting services, you will be billed on an automatically recurring basis to prevent any disruption to your services, using your credit card or other billing information on file with us.

Any invoice that is outstanding for more than fourteen (14) days may result in the suspension or termination of web hosting services. Access to the account will not be restored until payment has been received. If you fail to pay the fees as specified herein, Paper Voice Creative Design may suspend or terminate your account and pursue collection costs incurred by Paper Voice Creative Design, including, without limitation, any arbitration and legal fees, and reasonable solicitor fees. Paper Voice Creative Design will not activate new orders or packages for customers who have an outstanding balance on their account.

Paper Voice Creative Design is not responsible for transferring websites to and from our web servers and reserves the right to charge for any web hosting transfer requests.

SEO

The customer understands, acknowledges, and agrees that Paper Voice Creative Design has no control over the policies of search engines or directories with respect to the type of sites and/or content they accept now or in the future. The customer’s website may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity. Some search engines and directories may take as long as 90 days, and in some cases longer, after commencement of the plan to list and/or update the customer’s website. Occasionally, search engines and directories will drop listings for no apparent or predictable reason. Paper Voice Creative Design is not responsible for changes made to the customer’s website by other parties that adversely affect the search engine or directory rankings of the customer’s website. SEO and marketing professional services require extensive resources, strategy, and consume our time and incur internal expenses. Therefore, payments made for SEO and marketing services are non-refundable.

Setup Fees

Setup fees are applied directly to expenses incurred by Paper Voice Creative Design in the setup phase of any SEO or internet marketing campaigns and are non-refundable.

Domain Names

All sales of domain names are final once a domain name has been transferred to the client’s account. Domain name sales require payment in full before transferring the purchased domain name.