Service Policy
Our #1 Goal
As a designer, it is our job to help bring your dream to reality. It is our duty to help guide you in a manner that will ensure the success of your project. We will propose ideas and concepts that could be beneficial. We want you to have a BIG return on your design investment. Our goal is to assist you with creating a great first impression to your audience and land the sale! With our website, graphic design, SEO and marketing skills, we'll help you achieve a maximum ROI on your investment.
Our Commitment to Our Customers
Hours of Operation
Our normal hours of operation are Monday through Saturday 12PM to 9PM. Requests for service beyond these hours of operation are subject to additional charges. At our discretion we may work after hours to complete projects.
Service Information
The customer understands that the estimated completion date for the design project is exactly that, an estimate, as long as it’s in reasonable standards. Customer add on's and change orders may affect project cost and completion time. The customer further agrees that DiAlo cannot be held liable for non-performance because of circumstances beyond our control. This includes, but is not limited to, an act of God, contrary schedules, customer caused delays or unexpected events. These conditions can alter the approximate completion date.
Customer Guidance
It is DiAlo’s responsibility to lead the client through the steps of their design project. We will verbally go over all procedures and keep the customer informed on a continual basis until the project is complete. If this is not done the customer should immediately contact us at (614) 421.7140.
New Website Project Approval
Once the final draft has been approved and our design team has started, changes will be billed at our hourly website design rate.
Cancellation
The initial service order may be canceled, without penalty, as follows: A. Within 72 hours of signing the service order. B. If the customer files protection under the federal bankruptcy laws of any bankruptcy petition or a third party against DiAlo, commences petition for receiver. If an advance was given DiAlo will refund the money but if the client issues a stop payment or the funds are not available, the customer is responsible for a $35 bank return fee per occurrence.
Service Concerns
The client is advised to review their site and list items that require our attention. Project concerns or questions should be communicated directly by telephoning (614) 421.7140. For a resolution whether in person, via telephone, email, or by US mail. We want nothing less than “complete” customer satisfaction.
Follow-Up Service
If follow up service is required after your project has been completed, please prepare a list of the items and submit it to us by email DiAloDesigns@hotmail.com or by US mail (PO Box 247301, Cols., OH 43224), although email is preferred and much faster. If an immediate callback is needed you may contact us by telephone regarding the problem but we prefer a request to be in writing. Include your name, contact number and website address. We will address the issue as soon as possible or as soon as scheduling allows and in the order that the requests are received, most of the time within 24 hours, depending on our current work load. If service is needed after the warranty has expired a maintenance fee will be accessed.
Payment Terms
Customer agrees that 50% is due before starting any NEW WEBSITE DESIGNS and 50% is due upon completion (prior to the site going live for the world to see) for all new website development projects unless otherwise indicated in writing. The customer agrees to pay the final balance upon our completion. We accept cash, check and all major credit cards. We reserve the right to charge a $25 wait fee for payments not ready upon new website completion and a $5 per day charge until the payment is cleared. You will be provided access to view the progress of the website development and provide input for desired modifications. All expenses that are a payout for example, the domain name registration, templates, and hosting fees are not included in the design fee; these fees are an addition to the design charges.
There is a $35.00 fee for all returned checks. After receipt of advance payment (50% down) DiAlo will begin service 48 to 72 hours from receipt of payment. After the service contract is signed the price can not be altered. If the customer is unsure about descriptions of the service order the customer must get clarification prior to signing the service authorization.
Website Maintenance
Our definition of "Maintenance" is defined as keeping the website updated. Our maintenance is not intended to be a website redesign. We reserve the right to distinguish between "updates" and "redesigns". Redesign work is charged at our website design rate. No web site updates will be honored with accounts having past due balances. We sincerely apologize for any inconvenience this may cause.
Website Updates
Web site updates are completed within 24-72 hours of the time they are received, excluding weekends and holidays. Updates received after 6:00PM Eastern Time may not be dispatched until the next business day unless prior arrangements are made.
Maintenance Flat Rates
Our website maintenance plans are flat rates; we do not charge by the hour. Services are prepaid to begin, and then invoiced thereafter. Our invoices are emailed and or faxed. If no updates or changes have been requested, you still are responsible for your monthly maintenance plan fee and the allowed updates DO NOT CARRY OVER.
Our Mistake
Although we make every effort to make accurate changes, it is the client's responsibility to review updates and advise us of any necessary changes that need to be fixed. We do not charge for changes that are our fault. However, if a change needs to be made due to the client's wrongdoing, it may be counted as a maintenance update.
New Website Designs
In order for us to provide a website from scratch you will need to complete our website planning worksheet so we can have an idea of what type of website you are trying to build; such as preferred colors and layouts. Please know it involves a considerable amount of work to produce a quality website.
SEO Service
We understand what's needed to get ranked in the search engines and ALL of our websites are search engine optimized.
Ownership
Upon completion of your new website and your account is paid in full - you will own the copyrights to the website as opposed to DiAlo Web Designs owning them.
First 90 Days
New website development will include minor updating over the first 90 days from completion. This covers minor price changes, product changes, etc. It does not include major changes, such as adding a new page or adding a new feature.
Copyrights
Our contract includes a statement that you own the copyright to, or have permission from the copyright owner to use any photos or graphics you send us.
Satisfaction
Here at DiAlo Web Designs, we truly want your experience with us to be the best. We have high expectations and we too are consumers. We understand that prompt response, quality work, and reasonable prices are the keys to customer satisfaction. We hope your expectations are met and that you will give us the opportunity to serve you again in the future. Thank you for your business.
Agreement Changes
This Agreement may be amended, supplemented or modified only by agreement in writing signed by both of the parties. Any notices to this Agreement shall be in writing and shall be hand delivered, mailed by certified or first class mail sent by recognized overnight courier service or transmitted using facsimile equipment.
Agreement Breach
This Agreement shall be governed by and construed in accordance with the laws of the State of Ohio. In the event of a contract breach by the client of any terms and conditions set forth herein and should it be necessary to commence collection proceedings as a result of the customer’s failure to make payments, as due, we shall also be entitled to reimbursement for the cost of such transactions. Such cost and expenses include, but are not limited to, filing fees, lien fees, collection costs, travel cost, supplies used, payroll, and attorney and court fees.
Suspension of Service
If in our judgment reasonable doubt exists as to your financial responsibility, or if you are past due in payment of any sum owing to us, we reserve the right, without liability and without prejudice to any other remedies, to suspend our service, decline to deliver, or finish any work in progress until we receive payment of all amounts, whether or not due, owing to us, or adequate assurance of such payment. All service suspensions are notified in writing or by telephone. At our discretion and as a last resort DiAlo can amend the payment terms of the contract to make it easier for the customer if they are confronted with financial difficulties.
Refund Policy
All of our work is guaranteed. Cash refunds are given as a last resort. We will revisit or address any items to ensure customer satisfaction; if DiAlo cannot correct the issue than a management-determined and customer agreeable refund is offered. If a customer payment was made with a credit card the refund will be with a company check, to avoid costly merchant fees. The client agrees to allow DiAlo to completely finish the project before calling for an arbitrator. Please make sure that you've carefully read all service agreements. The deadline for any refund claim is 1 week after the completion date.
Warranty
All new website developments come with free website maintenance for 30 days. DiAlo makes no other warranties, express or implied and its agents or developers are not authorized to make any such warranties on behalf of DiAlo. The warranty is annulled if another service provider alters our work.
Past Due Accounts
We reserve the right to temporarily remove your website from the host if your account goes past due. In the event files are removed, there will be an additional fee of $85 to restore the files. CHANGE ORDERS - After a service order has been signed and work has begun there may be a fee associated with changing the work order. Payments for any and all-Additional Change Order (s) are due and payable prior to commencement of such extra work and upon signing of a Change Order Form. In the absence of a fixed price, work will be billed on a time and materials basis. A signed service order must be issued for all initial services to be performed. DiAlo does not provide any verbal agreements.
Change Order Cause
There are three origins of a change order: 1) Customer changed their mind about the work or design, 2) DiAlo recommends changing some aspect of the service or design, or 3) A change is required because unexpected circumstances were found. Any alteration or deviation from the signed service order authorization/invoice, involving extra costs or extra labor, will be executed only upon written orders and will become an extra charge over and above the specified contract price.
A Disagreement
DiAlo and the client hereby mutually agree in advance that in the event of a disagreement about the quality of work a third party (arbitrator or mediator) will evaluate the project and enable both parties to resolve any dispute. Or the client may initiate alternative dispute resolution. This Agreement may be amended, supplemented or changed only by agreement in writing signed by both of the parties.
Final Agreement and Binding Arbitration
In the event DiAlo deems it necessary to file a mechanic lien to secure payment of the money due under this contract, or in the event it becomes necessary for DiAlo to file suit to collect any money due under its terms or to collect damages for violation of the provision of this contract, customer agrees to pay all DiAlo’s cost of litigation including a reasonable sum incurred by DiAlo for attorney fees.
Electronic Format
All new website content and website updates should be provided electronically (by electronic email). Attachments should be in .Text or .Doc (Word) format. Pictures need to be .JPEG, GIF, bitmap or png. We do not encourage new website content and or website updates to be sent by postal mail or by fax. This method requires us to retype your data or scanning photos and this service will be BILLED EXTRA at our administrative assistant rates.
Third Parties
If your web site is using third-party components such as web site trackers, weather info-feeds, etc. We have no control over what third party sites do and take no responsibility for loss of information due to actions of these sites. Any changes to your site stemming from regulations of these third party components will be calculated as a maintenance update. (Example, A vendor site link may be inactive or discontinued due to change with the your vendor site. This will be treated as maintenance update.)
Browsers
The most popular browsers, are Internet Explorer, Mozilla, and Chrome; and they all can display a different look to a website. What makes the difference is the browser itself, the browser versions, the type of computer, and the screen size.
Timeframe
Your web site will be finished as quickly as possible. As long as materials are provided in an easy to understand format. Always send your information electronically in .txt, .doc, .gif, or .jpg formats, on disk or by email. The hard copy material requires retyping and scanning, which will require additional administrative assistant rates and longer development times.
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