This is our FAQ (Frequently Asked Questions) document. If you have other questions please contact us.
Where can I find your Terms and Conditions policy?
What is your refund policy for Digital Goods and Digital Downloads?
Digital goods by their nature are not able to be returned and are therefore not refundable. No refunds will be given for digital goods. You must accept these terms before purchasing any digital goods from our website. If, for any reason, our digital goods and or digital files are faulty or the download link is broken/not working etc, you should contact us immediately so that we may remedy the situation and can provide you with a working digital file or product.
What Deposit is required for Website Packages or Web Design / Graphic Design Services?
A 100% payment of the total fee payable is due immediately upon you ordering our Website Packages, Graphic Design Services or Website Maintenance Services Plans. We cannot proceed with the website development work or website services until your payment has been paid in full and is cleared and confirmed as received by our system.
What Deposit do you need for Custom Work or Services?
A 100% deposit of the total fee payable under our proposal is due immediately upon you instructing us to proceed with the custom website design and development work. We reserve the right not to commence any work until the deposit has been paid in full.
The deposit is not refundable if the development work has been started and you terminate the contract through no fault of ours.
If I order a website, who will supply all the Images & Web Content?
You must supply all the necessary materials and information required by us to complete the work in accordance with any agreed specification. Such materials may include, but are not limited to, images/photographs, written copy (text), logos and other printed material. All web content materials must be supplied to us in our preferred format(s) which is for images .JPG or PNG and for text content it is .TXT, WordPad, or Microsoft Word file formats unless otherwise advised (bulk ecommerce product content, for example, may require a spreadsheet format or XML files however please contact us first to confirm). Where there is any delay in supplying these materials to us which leads to a delay in the completion of work, we have the right to extend any previously agreed deadlines by a reasonable amount.
Where you fail to supply the necessary materials, and that prevents the progress of the work, your project will be put on hold and will not resume until the required materials are received by us. If the delay is unreasonable you may also be charged a resume fee for the work to resume.
Do You charge extra for any Variations & Revisions for your Custom Web Design/Graphic Design?
We are happy to offer you the opportunity to make revisions to the design. However, we have the right to limit the number of design proposals to a reasonable amount (as specified on the products sale page) and may charge for additional designs if you make a change to the original design specification.
Any major deviation from the original specification will require additional payment. We offer the “Flex Hours Basic” & “Flex hours Pro” product for any additional work that may be required.
What about intellectual rights?
You must obtain all the necessary permissions and authorities in respect of the use of all copy, text, graphics, images, photographs, registered company logos, names and trade marks, or any other material that you supply to us to include in your designs, projects, website or web applications.
Will I own the website outright?
Once you have paid us in full for our work we grant to you a license to use the website and its related software and contents for the life of the website.
What about updates for the website software, themes & plugins?
WordPress CMS core software is 100% free and can be updated for free whenever a new update is released. Many Professional or Premium software and themes require an annual payment in order to continue to receive software updates and or support from the software developer. If your website or web application contains such premium software and you wish to continue to use these products then you may be required to purchase an ongoing license in order to receive these updates/support.
What about Search Engines & SEO – Will I get on page one of Google if I buy one of your website packages?
We do not guarantee any specific position in search engine results for your website. SEO (Search Engine Optimisation) work is NOT included in our website packages or custom website development work and or quotes (unless specified). We may in future offer search engine optimisation services however they are an additional optional service and will be quoted and billed separately.
Why isn’t SEO included in your website packages?
SEO work is individual, time-consuming and costly. It requires undertaking of custom research for each business, and also requires constant updating and tweaking to ensure best results.
How long before I can see results from SEO?
It usually takes months before you should expect to see any results from SEO, and you should expect 6 months as a general rule, however many of our clients can see results much faster than that but we do not guarantee that your results will be the same.
Who is responsible for my website Backups?
You are responsible for maintaining your own backups with respect to your website and we will not be liable for restoring any client data or client websites except to the extent that such data loss arises out of a negligent act or omission by us.
Who is responsible for updating my website?
Updating website software(s) and website maintenance is not included unless otherwise specified, and is the responsibility of the website owner, and we will not be liable for any updating or other problems that may arise once your website has been delivered/handed over to you. We offer a cost-effective Website Maintenance Service for clients who do not have the time or the ability to maintain and update their website regularly, and a Website Content Edit Service for clients who want their content added to their sites – both services include software updating, daily security scans, malware cleanup and more.
Do I need a Domain Name and Web Hosting?
You are required to already have a domain name or to purchase your own domain name (we can supply you with links to domain registrars if you need them) before we can commence building/installing your website. For web hosting, you are required to purchase a suitable web hosting plan from one of our preferred web hosting services after purchasing your chosen Website Package(s) from us so that we can begin building/installing your Website. Links to our preferred web hosting services will be provided to you either during or after you have purchased your chosen Website Package from our shop.
Please note that with our DIY Website Packages the installation or building process cannot commence until you have purchased a domain name and a suitable web hosting service has been purchased and we have received the relevant information (CPanel URL, login credentials) needed to commence the installation/building process.
Do your websites have Cross Browser Compatibility?
By using current versions of well supported content management systems such as “WordPress”, we endeavour to ensure that the websites we create are compatible with all current modern web browsers such as the most recent versions of Firefox and Chrome. Third party software, themes and extensions, where used, may not have the same level of support for all browsers. Where appropriate we will substitute alternative extensions or implement other solutions, on a best effort basis, where any incompatibilities are found.
If I buy a website or website package do you configure EVERYTHING for me?
No, unless you want us to and you pay us to do it all for you 🙂 – We will install the website theme and set it all up for you plus add demo content so it will look exactly like the demo site you selected, and we will install all the necessary plugins, however some plugins (such as shopping cart, newsletter etc) are very complex and therefore can require many hours to configure completely, and the settings will usually differ from client-to-client and must be undertaken on an bespoke basis. You should always check over all the settings on each plugin prior to website launch in order to ensure all the plugins are configured correctly and according to your specific needs and individual preferences.
Do you provide videos or tutorials or to help me manage / configure my website?
Yes, all our clients get access to our exclusive S2U Members-only website where we have a large range of videos and tutorials to help you. WordPress is very easy to use, so you should find it easy to learn.
How do I contact you?
If you have any questions regarding our products, this FAQ document, or your dealings with our web site, then please contact us via our contact form. You will also be able to contact us via our members support portal and client ticket system (coming soon) once you are a client.