customer service

CUSTOMER SERVICE

Business Hours

Monday - Friday

10am - 6pm

Closed weekends and holidays

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terms            policies

Terms & Policies

revised 09.2021

Terms and Policies are subject to change
 

timely communication

Communication Rules The Nation. We strive to maintain consistent communication throughout the process and we expect that from our clients as well. We are available via multiple means of communication such as phone, text messages, email, and our chat or contact section on our website. We are always working in some form and may not respond immediately, so please give us at least 72 hours to receive a reply. 

Order requirements and process

After our consultation, I will email or text a quote for our project. Once the quote has been accepted, you will receive an email* with some Homework to complete. It is crucial to have the Homework returned by our agreed upon date. If the Homework is delayed, that will also delay your completion date. Please note there will not be a discount or refund for the project not being complete on your estimated date due to delays. If some portions of the Homework are complete but not others, I will begin working with what I have for at least 72 hours. If all homework is not sent after 72hrs from the start date, the client will be responsible for a Hold Fee of $10. This fee will be added to the final invoice and  will put our project on hold until all Homework is done.

client's homework

This is the not-so-fun part for you but, it's the only part you're really needed for! *lol* Your Homework will consist of tasks that only you can do. You'll tell us more details about your brand and about your vision for our project. We may also need some account information or detailed specific things so no two Homework assignments are the same. (you can't copy from your neighbor) During our consult, we agree upon a day prior to our start date for your Homework to be in. You have 72 hours after that date to ensure all Homework is complete to not incur any fees or delays added to our project. 

payment policy

Depending on the nature of the project, full payment or a deposit of half may be due to begin services. The type of payment needed will be discussed during our consult. Additional payment arrangements can be made at that time if needed. Once we have agreed upon our terms, the invoice to follow will reflect that agreement. After the invoice has been sent, any modifications to the terms must be made in writing to hello@authenticexpressions.org

please see additional payment terms on your invoice

Refund policy

Due to the nature of  services offered, all services are non-refundable. By purchasing services or products on www.authenticexpressions.org you are agreeing to this policy.

privacy policy

Protecting your privacy is very important to us at Authentic Expressions. By using our website www.authenticexpressions.org, you consent to the data collection practices as detailed.

Authentic Expressions may collect the following information in order to efficiently conduct business and provide clients with products and services available on our website. This identifiable information may consist of:
Your First & Last Name
Your Address
Your E-mail Address
Your Phone Number
Your Account Logins - social and webhosting if needed
+ other information

When making a purchase on our website, Authentic Expressions will also collect needed billing information to process payments. 

revision Policy

content revisions

All custom content projects are allotted 3 FREE revisions. After the third revision, there will be a charge of $15 for 2 revisions, and $25 for 3 revisions or more. This charge will be added immediately and must be paid prior to the final product being sent. 

website revisions

Websites are allotted 2 FREE revisions per page. After the second revision, there will be a charge of $25 for 1 revision, and $35 for 2 or more revisions. This charge will be added based upon your project payment agreement. If due immediately, changes will not be made until the payment is submitted. If invoiced, the charge will be added to your final invoice.

content drafts

To review and select content, you will receive at least 2 draft options to select from. These drafts are for selection purposes only. Once you have selected your design, you do have to option to purchase those other designs at their current rate. You are not authorized to use the other designs without payment or permission. If you would like to purchase drafts as future content, all drafts remain on file with  Authentic Expressions for 1 year. 

photos for content

We recommend that only high quality images are sent to use in content. Photos that appear blurry once uploaded or that fail to meet hosting requirements will not be used. You will be notified via email* of any concerns and given proper time to correct the issue. If you need a professional photo shoot booked, please let us know during our consultation and we will connect you with a few referrals. 

website maintenance

We currently offer 3 different maintenance agreements for our clients to choose from:
Standard
Advanced
Premium

Once a plan has been selected, your terms will be based off of your plan (see above). You are allowed to upgrade your plan at any time. You are allowed to cancel your plan at any time, however please review our refund policy prior to committing to a contract. 

Wix and Shopify only

template usage & details

Templates are available for purchase using the provided link on our
Services page. All templates are available through Canva and require a free Canva account. Some fonts may only be available on the example shown and not on the free version of Canva, be sure to read all details in the description. When opening your document on Canva, it is highly recommended to first create a copy of the document and work solely on that one. That will give you the document in multiple places and the ability to edit it freely when needed. 

printing policy

Printing services are available for some marketing material when described. When printing is requested, you will receive a separate quote that will cover all charges needed, including shipping. In order for print services to be submitted, payment in full is due upon delivery of the invoice. Failure to pay at that time could result in a delay of the delivery date stated. 

collaborations

When collaborating on projects, all work details will be discussed and agreed upon prior to the start of the project. Both parties agree to the shared usage of the design(s). 

*(our agreed upon form of communication)