BILLING POLICY
TABLE OF CONTENTS
• Payment Methods
• Service Hours
• Response Time & Support
• Project Timelines & Client Responsibilities
• Billing
• Technical Support
• Estimates
• Prepaid Hours & Retainers
• Late Payments
• Billing Concerns
• Contract Termination
• Agreement & Service Renewal
• Confidentiality & Data Protection
PAYMENT METHODS
→ Checks made to: Communication and Design Inc.
→ Mailed to: 1269 West Harrison Street, Freeport IL 61032
→ Credit Card by phone: Please contact Ryan Lester – 815-281-5152
→ Put Default Card on File: Please contact Ryan Lester – 815-281-5152
→ Online through the “Review & Pay” Button on your emailed invoice
SERVICE HOURS
Tech Support and Website Assistance is available between 8:30am and 4:30pm, Monday through Friday, excluding major holidays.
RESPONSE TIME & SUPPORT
We strive to respond to all support requests within 24 business hours. Emergency support requests received outside normal business hours will be addressed the next business day. While we aim to resolve issues as quickly as possible, complex technical matters may require additional research and testing time.
PROJECT TIMELINES & CLIENT RESPONSIBILITIES
Project completion dates are estimated based on timely client participation and feedback. Delays in providing required materials will directly impact project timelines and completion dates. Projects that become inactive due to client delays are subject to the following:
→ Projects delayed over 30 days require requoting due to scope/market changes
→ Timeline extensions result in additional costs or adjusted payment schedules
→ Resources may be reassigned, affecting project restart timing
→ Multiple revisions beyond the agreed scope incur additional charges
Communication and Design Inc. reserves the right to adjust project schedules and pricing if delays extend beyond 45 days from the original timeline. To ensure optimal project flow and timely completion, we strongly recommend having all required materials ready before project initiation.
BILLING
Billing cycles and rates are determined by the initial agreement of service. Projects and support outside of a written contract are billed at a flat rate approved before work is completed.
TECHNICAL SUPPORT
The time spent resolving issues is billed at a flat rate. Communication and Design Inc. recognizes the importance of resolving technical issues qas uickly and efficiently as possible. Account Managers may need to discuss and research issues with other team members. It is important to know, that encountering irregularities and managing unexpected consequences are inherent to problem-solving and troubleshooting services.
ESTIMATES
Communication and Design Inc. does not guarantee any quoted rate estimated for technical support, content management, or design and functionality. In the event the estimated time is projected to exceed the initial quote, Communication and Design Inc. will notify the client to update the status of the quote. Estimates are valid 30 days from the date given.
PREPAID HOURS & RETAINERS
Prepaid hours are to be used for hourly services (technical support, content management, design, and functionality) completed within 12 months of the purchase date. Prepaid hours cannot be used for any contract work (hosting, internet marketing, website creation).
LATE PAYMENTS
We reserve the right to withhold future services and/or assess a monthly service charge equal to 2.5% of all the fees that are 30 past due. In no event will the service charge be greater than permitted by any applicable law. We also reserve the right to apply funds held as a retainer against any past-due amounts.
BILLING CONCERNS
Should you have any concerns about the quality of the service provided or how you were billed, Communication and Design Inc. expects to be notified immediately, so that we may work with you to resolve the issue. Communication and Design Inc. can only accept responsibility for work performed on your site for a reasonable period of time. It is your obligation to test the site’s full functionality immediately after work is completed and provide feedback to the Communication and Design Inc. team member.
In the event of a billing dispute, you must contact Communication and Design Inc. in writing, within 30 days of the invoice date. If you do not, the work done and subsequent billing will be considered accepted and all charges will stand as invoiced. A dispute with a portion of the bill does not affect the rest of the bill. All undisputed portions must be paid within the stated terms of the invoice.
CONTRACT TERMINATION
Cancellation of any contract is subject to the specific terms of the signed agreement. Notice of cancellation must be given to the account manager assigned to your contract in writing. Cancellations are not retroactive and prior payments made toward the agreement are not prorated. To complete the termination of billing and service, a Stop-Service Agreement must be signed.
AGREEMENT AND SERVICE RENEWAL
→ Website Maintenance Plans: Client agreements will automatically renew (on a month-to-month basis upon expiration).
→ Essential Hosting: Hosting is automatically renewed monthly or annually depending on the initial agreement. Cancellation and transfers must be given 30 days in advance. Files and emails are at risk for removal after expiration. There is no guarantee of recovery of lost data.
→ Domains: Four weeks prior to expiration, the Client will be notified of a Domain Renewal Form with an invoice for the renewal. Domains are auto-renewed to avoid the painful process of losing a domain that is necessary for business. To cancel a domain and avoid fees, cancellation must be given prior to the invoice due date. Post cancellation and expiration, Communication and Design Inc. is not liable for loss of ownership or any additional fees for domain recovery.
→ Email: Email boxes are billed monthly on the 20th. The number of email boxes in the account on the 20th equals the number of boxes billed. Emails are at risk for removal after 90 days of non-payment. There is no guarantee of recovery of lost data.
→ Contracts: Agreements are subject to the terms agreed upon before the start of service.
CONFIDENTIALITY & DATA PROTECTION
Communication and Design Inc. maintains strict confidentiality of all client information and data. This includes, but is not limited to:
→ Business strategies and proprietary information
→ Customer databases and contact information
→ Technical specifications and infrastructure details
→ Financial data and pricing structures
→ Marketing plans and campaigns
→ Unpublished content and design materials
→ Access credentials and security protocols
→ Trade secrets and intellectual property
→ Website analytics and performance data
→ Internal communications and project discussions
All employees and contractors of Communication and Design Inc. are bound by confidentiality agreements. We implement industry-standard security measures to protect client data and will gladly sign additional non-disclosure agreements as required. Client data is never shared with third parties without explicit written consent, except where required by law.
Any breach of confidentiality should be reported immediately to Ryan Lester at 815-281-5152.