faq + terms
FAQ + TERMS + CONDITIONS
Who are your clients?
I work with a variety of service-based businesses, creatives, therapists, coaches and health professionals.
The Template Reframe Package #1 is a 5 day turnaround (Clients will need to reserve a time after submitting the Website Design Brief).
All other projects will be completed within 4-6 weeks unless Hey! It's Lola Creative and client have agreed upon an earlier date.
Project Bookings + Order Process
Upon acceptance of a quote, Hey! It's Lola Creative offers two payment options:
Full payment upfront.
The invoice can be divided into four weekly subscription/direct debit payments. To proceed with this option, credit card, debit card, or bank account details will be required. The payment processing will be facilitated through Wix Subscription Payments. (Credit card or Paypal)
Cancellations + Refunds
In the event that a project is canceled after it has already begun (considered 'in progress'), a pro-rated refund will be provided for any fees paid beyond the deposit amount. The pro-rated total will be calculated at a rate of $120 per hour, taking into account the time spent on information sharing via email and phone call discussions required for project details.
Confirming your project booking indicates your commitment as a client to work with Hey! It's Lola Creative. It also assures me that you have thoroughly reviewed the services I provide and found us to be a suitable match for your needs, both professionally and creatively.
Upon booking and payment of the non-refundable deposit, we will have already established the main details for your order. I will have provided initial consultancy to guide the project. The time spent discussing these details before placing the order represents a time commitment from both parties. The details provided during this process can include important information about the design process, a personal review of your current website, suggestions for website page navigation, recommended apps to enhance website function, and behind-the-scenes work to cater to your specific requests. Typically, we would have exchanged several emails and engaged in multiple phone conversations. Securing a deposit confirms that the time invested in each new client prior to booking is valuable and ensures a fruitful project outcome.
After the website payment has been made, your project will be scheduled based on the order placement date. Please note that this commitment reserves my availability for your project and may result in limited availability to take on other clients. If a potential client has an inflexible project start date and requires higher priority in scheduling, I may have to decline due to limited availability in my schedule.
How are the direct debits made?
Direct debits or subscriptions are facilitated through Wix Subscription payments.
Project Completion and Collaboration Guidelines
Apart from the Template Reframe Package #1, which is a 5 day turnaround, all other projects will be completed within 4-6 weeks (once agreed payment method, content and imagery has been provided). I typically book projects 1-3 months in advance. Rush orders can be requested at any time, but are always reviewed on a case-by-case basis, as well as require an additional fee.
At Hey! It's Lola Creative, I strive to deliver projects in a timely manner while fostering effective collaboration with my clients. To ensure smooth progress, I kindly request that clients provide all the necessary components, including payment arrangements, content, and imagery, before the project begins.
I prioritise working with clients who have their content and imagery prepared, as this allows me to promptly initiate the project and avoid unnecessary delays. It is vital to have photographs, written copy, pricing information, logos, and any other project-specific materials organised and supplied in a timely manner.
While I am available to assist and offer guidance in preparing these materials, I emphasise the importance of having everything ready before project initiation. This proactive approach enables me to focus on delivering outstanding results efficiently.
During the development phase and within two weeks of completion, any reported bugs or programming errors will be addressed without incurring additional charges. However, any re-work on completed tasks or design changes after approval will involve supplementary fees.
Modifications requested during development or after the site goes live will also incur additional charges. Any additional work exceeding the initial estimates will be billed separately. It is important to note that Hey! It's Lola Creative cannot be held responsible for delays resulting from changes in the project brief.
To ensure smooth progress, it is your responsibility to provide all the materials and information required by Hey! It's Lola Creative to complete the work according to the agreed specifications. These materials may include, but are not limited to, additional photographs, written copy, pricing details, and logos. In the event of a delay in supplying these materials, which subsequently affects the project's completion, I reserve the right to reasonably extend the agreed-upon deadlines.
Failure to provide necessary materials that impede the project's progress may result in invoicing for the completed portions of the work.
If you require the project to be placed on hold, please notify us in writing ahead of time. To avoid incurring additional charges during the hold period, it is necessary for the account to be up to date based on the work completed. Further details can be discussed in the event of such a situation.
What payment methods do you accept?
Payment preference is either through Paypal Invoice, Paypal Subscriptions or Paypal Me., where payments can be made using all major credit cards, as well as Paypal funds.
Payment preference is Bank Transfer
How will I receive my digital files?
All final digital files will be provided in digital format via email, or online file sharing (ex: Dropbox, Google Drive, Google Docs, WeTransfer, etc...)
Websites are always transferred over to the client after everything is finalised and paid for.
What logo file types do you include with purchase?
DIGITAL: JPG, PNG
PRINT-READY: PDF, JPG
VECTOR / SOURCE FILE: AI, EPS
Further details on inclusions of the branding packages can be found here.
Exploring and Defining Your Branding Vision
Discovering the perfect look for your brand identity can be an exciting and insightful process. Here are some steps to guide you in defining your vision:
Seek Inspiration: Explore various sources of inspiration, such as styles, colours, cultures, symbols, and more. Identify what resonates with you and aligns with your brand's ultimate vision.
Refine Your Ideas: Narrow down your ideas to those that closely match your brand's vision. It's important to weed out the elements you like but don't truly love, ensuring that your logo represents your brand authentically.
Complete the Branding Questionnaire: Once you receive the branding questionnaire, kindly take the time to fill it out. The questionnaire has been thoughtfully designed to help you organise your creative ideas effectively. It serves as a valuable starting point for me to create your new brand.
Utilise Pinterest: Consider creating a Pinterest board specifically for your branding journey. Pinterest is an exceptional visual tool that helps you organise and gather all your ideas, regardless of whether you consider yourself a "creative type" or not. If you're new to Pinterest, it offers an intuitive platform to bring structure to your ideas and alleviate overwhelm.
Starting a branding board on Pinterest can be highly beneficial for your small business. It allows you to visually capture your ideas, collaborate with others, and provide a valuable reference point throughout the logo design process.
By following these steps, you'll be well on your way to discovering the perfect look for your logo and ensuring that it aligns with your brand's identity.
How many concepts and revisions will I receive with my the branding packages?
You will receive 2 concepts and 2 revisions. Additional concepts and revisions are charged at an hourly rate of $120.
How many concepts and revisions will I receive with any other graphic design projects?
You are entitled to one initial design and 2 revisions to that one design. Additional revisions are charged at $120 per hour.
How many concepts and revisions will I receive with my website?
You are entitled to two revisions for each website page. Each additional revision are charged at $120 per hour.
The Wix Platform: Empowering Your Online Presence
Wix is a comprehensive website building platform that offers a range of powerful tools and features to help you create and manage your online presence. With its user-friendly interface and customisable capabilities, Wix provides individuals and businesses with the flexibility and control they need to build stunning websites without any coding knowledge. Here's an outline of what Wix can do for you:
Intuitive Website Editor: Wix's drag-and-drop editor allows you to easily design and customise your website layout, incorporating various elements like text, images, videos, and more. You have the freedom to personalise every aspect of your site to reflect your unique brand identity.
Extensive Template Collection: Wix offers a vast selection of professionally designed templates across different industries and niches. These templates serve as a starting point for your website, providing you with a visually appealing and functional foundation that you can further customise to suit your needs.
App Market: Wix's App Market provides a wide array of applications and integrations that extend the functionality of your website. From adding contact forms and online stores to integrating social media feeds and booking systems, the App Market offers diverse options to enhance your website's capabilities.
E-Commerce Capabilities: If you're looking to sell products or services online, Wix provides a robust e-commerce platform. You can easily create an online store, manage inventory, set up secure payment gateways, and offer various shipping options to streamline your online business.
Mobile Optimisation: With the increasing use of mobile devices, having a mobile-friendly website is crucial. Wix ensures that your website automatically adapts to different screen sizes, ensuring a seamless browsing experience for your visitors on smartphones and tablets.
SEO Tools: Wix offers built-in SEO (Search Engine Optimisation) features to help improve your website's visibility in search engine results. You can optimise your site's meta tags, customise URLs, add alt text to images, and utilise other SEO best practices to enhance your online presence.
Blogging and Content Management: Wix provides a user-friendly blogging platform that allows you to create and publish engaging content. You can easily manage your blog posts, schedule publishing, and enable comments to foster interaction with your audience.
Analytics and Insights: Gain valuable insights into your website's performance with Wix's analytics tools. Track visitor behaviour, monitor traffic sources, and measure key metrics to make informed decisions and optimise your website for better results.
Hosting and Security: Wix takes care of web hosting and provides reliable and secure infrastructure to ensure your website is always accessible. Your site is protected with HTTPS encryption, and regular backups are performed to safeguard your data.
Support and Resources: Wix offers a comprehensive support centre with tutorials, guides, and a community forum to assist you throughout your website building journey. You can also reach out to their dedicated customer support team for personalised assistance.
In summary, Wix is a feature-rich platform that empowers individuals and businesses to create stunning websites with ease. Whether you're a beginner or an experienced user, Wix offers the tools, flexibility, and support you need to establish a compelling online presence.
Will I be able to update my website?
Upon completion of the website design, including the layout of all pages and the implementation of SEO, you will be granted complete editing access to your website's content and images. This means you will have the ability to make changes and updates as needed.
As your dedicated web designer, I am committed to providing ongoing support to ensure your website remains up to date and optimised. If you require assistance with any specific features or functionalities, I am readily available to guide you through the process via a quick phone call or online consultation.
For those who prefer to focus on their core business activities and leave the website maintenance in expert hands, I offer continued site maintenance services at an hourly rate of $120. This option allows you to delegate the updates and modifications to me, ensuring your website stays in top shape without requiring your direct involvement.
Do you offer training or tutorials?
Certainly! I offer comprehensive training sessions tailored to your specific needs. If you're new to website management and require guidance after the launch, I would be delighted to assist you with a one-hour tutorial at a rate of $250. These tutorials are customised to your website's specifications, ensuring that you receive hands-on instruction for the features and functionalities that are relevant to your specific website.
For instance, if you have an online store, I will guide you through the process of managing orders, adding products, and optimising your e-commerce experience. If your website incorporates a booking system, I will demonstrate how to effectively add and manage booking services. Similarly, if you have a gallery, I will provide instructions on adding and organising images, and if you maintain a blog, I will show you how to create posts, establish categories, and enhance your blogging capabilities.
Furthermore, existing clients can also take advantage of these training sessions at the same rate (of $250), ensuring ongoing support and skill development.
Where will my Wix site be hosted?
our Wix site will be hosted on Wix servers, eliminating the need for you to purchase a hosting package from an external service provider. However, to connect your domain to your Wix site, you will need to upgrade your free Wix account to a Premium package.
You have the option to obtain your domain name either through Wix (with a Premium upgrade) or by purchasing it from another domain registrar, such as www.godaddy.com.
To learn more about Wix, please click here.
Do you work with other platforms other than Wix?
At this stage I am only working within the Wix Platform, however I can refer you to Wordpress and Shopify Designer. It's important to note that websites built on these platforms may involve higher costs and will be quoted based on your specific requirements.
Why choose me?
I have consciously chosen to focus my work within the health and mental health sector because I share a deep passion for helping people. Collaborating with you, incredible women, allows me to give back and contribute to facilitating the assistance and services your clients require.
Before making a decision, I encourage prospective clients to review my design portfolio, which showcases the work I have created. This will provide you with a solid understanding of my design style. If you resonate with my approach and believe I can effectively bring your ideas to life, I would be thrilled to collaborate with you in developing your branding.
As a solo practitioner, hiring me ensures direct client-designer interaction without any intermediaries. I take pride in offering services that prioritise my clients' needs. Transparency is paramount, as I provide upfront costs and strive to help my clients achieve their objectives within their budget.
Throughout the design process, I foster a highly collaborative environment. Together, we will work hand in hand to build your dream brand. This entails extensive email communication and open channels for providing detailed feedback.
I look forward to the opportunity of partnering with you and creating an exceptional brand that reflects your vision and resonates with your audience.
What are your office hours?
I am available for contact from Monday to Friday, between 9 am and 5 pm, in accordance with the Australian AEST time zone. If you prefer to have a discussion regarding your brief in person or through platforms such as Zoom or Facebook Video Chat (for those residing outside of Melbourne), I am more than willing to accommodate and make suitable arrangements.
Still have questions?
Please contact me at firstname.lastname@example.org and I will answer any inquiries within 24-48hrs.