Last Update January 1st, 2023.
*Subject to change at any given moment without notice.
LIST OF POLICIES :
*PLEASE NOTE: The following policies have been reviewed, approved, and are fully understood by you (the client).
Additionally, you will sign our design form, confirming that you fully understand the subsequent policies and turnaround time.
You can check out our TERMS AND CONDITIONS AND FAQ to receive more information.
Your information will not be used for any reason other than to process your order and target ads with relevant content. We do not sale your sensitive information to a third party. We respect and value our client's privacy.
Tilly Graphics LLC does not offer refunds for any design services except in rare circumstances, no designers are available to finish your project and no first drafts have been sent to you the client therefore a full refund will be granted. Refunds are no longer feasible once a design project has begun and design time has accrued. Buyer's remorse or deciding to pursue another business are not acceptable reasons for a refund. The project will start once money has been received, and the final design will be sent to the client within the allotted turnaround time (Note: Turnaround times vary depending on the number of projects or service requests). Due to modifications that may be needed, allow at least 3-5 business days.
To start any design project, all fees must be paid in full. For requested projects not listed on Tillygraphics.com, the initial pricing will only be honored for special invoices that are paid in full by you the client. Design work will start after payment has been received and processed.
Any charges that have been created for you must be paid within 48 hours of the time the invoice is sent. In the absence of a special arrangement made with Tilly Graphics LLC, your invoice will be canceled after 48 hours. The start of a project is contingent upon payment being received.
PHONE CONSULTATION POLICY
Depending on the availability of both parties, Tilly Graphics LLC will organize a phone consultation with that single client at that time. There will be a 20-minute grace period if you have a phone consultation scheduled. If there is no response following the 20-minute grace period, you may reschedule. If you fail to answer on your scheduled initial time and day, you will be charged for a new phone consultation. Phone consultations are non-refundable so make sure you choose the best allotted time and date to speak with a consultant.
FILE DELIVERY POLICY
Please give us up to 72 hours after your draft is accepted before expecting an email with a link to your Dropbox and all of your files. We won't store your files for you, so make sure to save all of them as soon as we send them. After file delivery, if there is no response, we will assume that you do not require any revisions.
The services you have purchased must be used at the time of purchase, unless you are on a retainer with Tilly Graphics LLC. In the absence of a specific agreement to the contrary, you will not be permitted to spread out services across time. If you choose to dispute any service that you have paid for from Tilly Graphics LLC, you will be permanently prohibited from making any further service bookings. Please let us know if you are not happy with the service you received rather than disputing the charges. In this manner, we can have a moral transaction that serves both parties.
The start of retainer services are contingent upon payment being received. Retainer fees are paid for the periods of three, six, nine, or twelve months. The services will be provided as agreed within that time limit. You won't get a refund if, for any reason, you cease communicating within the time duration of your agreement or you decide to cancel. If you would like to upgrade to a longer time, you will have to pay the difference to continue your retainer services.
All draft designs are only used for approval. They may not be changed, copied, or taken for individual use. Tilly Graphics LLC owns the rights to all drafts. Depending on the package you choose, there is a two or more free revision limit for all projects completed by Tilly Graphics LLC. Any further modifications after the first three are $85.00 each.
The revision cap is three for bigger projects like packages or website design. This is done to make sure that you get your project(s) in the allotted amount of time and to maintain a continuous flow of work. For revisions to be finished and sent back to you in time, you must respond to emails or messages that contain drafts within 24 hours. If you don't reply to a draft email or message within 24 hours, you'll be put back in line for orders, and we will finish your order as soon as it fits into our schedule.
RELAUNCH (GHOST) POLICY
The expectation of both the designer and client to follow a schedule is necessary to finish a project on time. If a project is put on hold for more than 7 business days, we impose a Relaunch fee of $85 to pick up where we left off. Work will resume after the Relaunch fee has been fully paid. For the services rendered to be effective and efficient, our clients must commit as much time and effort to their projects as we do.
Fair notice and a reasonable attempt to correct the problem will be provided before project suspension or termination is necessary. No reimbursements will be given in the event of a suspension or termination, and Tilly Graphics LLC will retain full ownership of all created designs and works.
Excessive micromanagement, a failure to be respectful and professional in communications, a chronic lack of trust, and/or an inability to go forward after presenting more than a reasonable number of original logo ideas or concepts will result in the termination of any project. Any threats or slurs made by the client will result in the immediate termination of the project with no return whatsoever!