POLICIES/CLIENT CONTRACT
REVISIONS
Please be sure to read over our policies before booking. You are agreeing to these terms and policies upon booking ANY service.
Two (2) complimentary revisions are included for all work. Additional revisions incur a fee of $15 or more. The fee price will depend on what needs to be edited and the complexity. This is to ensure a steady work flow so projects can be completed in a reasonable time frame. Revision fee is to be paid before work commences.
Revisions take 2 business days or more. Revisions are not included in turnaround times.
Revisions are not the opportunity to get a new design. Revisions are corrections and adjustments made to the original concept given by the client upon booking to help us both progress to the final design. If the client wishes to change the overall concept that was given upon booking, the service is to be purchased again.
For all projects under $400, full payment is required. For all projects over $500, a 50% NON-REFUNDABLE deposit is required. The remaining balance is due BEFORE your files are sent over to you.
All payments are processed through PayPal. Branding services are invoiced via a clients Client Portal and then processed via PayPal. For Bahamas residents, Commonwealth Bank and First Caribbean Bank are further options available for use. Please email your receipt with the order number or your name in the email subject line.
PAYMENT
FILE DELIVERY & DELIVERABLES
All projects are made in Adobe Photoshop and/or Adobe Illustrator. Under no circumstance are AI. and PSD. files be sent. Files are sent via email only. For bigger projects (eg. packages), files are uploaded via Dropbox.
DESIGN & FILE TYPES:
Business Card Design- PDF file
Logo Design- JPG, PNG, SVG or EPS
All Other Designs- PNG or JPG. PDF can be made available upon request.
It is extremely important to complete projects in a timely manner. However, due to the uniqueness of each project and client, more time may be needed for satisfied completion. All time frames are related to business days only. During peak/busy times, there may be an extension in the design timeframe of 1-3 business days. Weekends and Holidays are not included in the time frame of any project.
Individual services are 3 business days for the exception of website design which is 21 business days. Branding Packages turnaround vary but start at 14 business days.
TURNAROUND/TIMEFRAME
Turnaround time begins when ALL information has been submitted for the clients project.
RUSH ORDERS/SERVICES
Rush services are not offered at Tray Creative. Design takes time in order to produce quality graphics. Clients are advised to seek another graphic designer if a rush service is required.
REFUNDS & CANCELLATIONS
Tray Creative does not provide refunds for any service(s). Having buyers remorse or wanting to use another company instead is not a suitable means for a refund.
Once payment has been made, the sale is FINAL. Clients are advised to give projects sufficient time for completion for these reasons: revisions may be needed, there may be a peak in the orders received or prior orders may take slightly longer than expected. Tray Creative offers reasonable timeframes for each project and works to accommodate all projects. However, additional time may be needed if it is a busy season.
If for any reason a clients should want to cancel a service already rendered or paid for, that is the clients choice. However, due to the work produced or in queue, payments already received by Tray Creative will not be refunded in order to offset the loss of business. If partial work has already been received by the client and the client chooses to cancel, the partial or full payment that has been paid will not be refunded. Ownership of all artwork, layouts and development will remain the property of Tray Creative and remaining work will not be sent to the client for their ownership. If the project is in it’s final stage, ownership will be transferred to client after full payment is received.
The only reason any monies will be refunded is in the event Tray Creative is unable to complete the project for personal reasons or illness.
COMMUNICATION & GHOSTING
To protect clients/customers and Tray Creative, communication is strictly done via email for paper-trail and professional purposes. Please allow at least 24-48 hours for a reply.
Communication is not done outside business hours.
Tray Creative aims to provide projects in a professional and timely manner in order to complete projects on time and to smoothly streamline our orders. Clients are needed to cooperate with us in responding to emails in a timely manner as needed.
You, the client, will receive a follow up email after 3 days of placing your order if your project information hasn't been received. After 5 days, your project/order will be pending termination. After a week, it will be taken off our design queue (list) and terminated if there is no communication/response or failure to send remaining information for your project. There are no refunds in order to offset the loss of business.
If the client wishes to restart the project, a fee of $10 will incur. After a month with no communication, the project/order is closed and the client must purchase the service again.
