No service can begin without at least a 33.3% non-refundable deposit or full payment. Projects over $750 also require a signed contract. These terms apply to all projects completed by the Agency.

Project Start & Client Cooperation

A project is considered “started” once the signed contract and non-refundable deposit have been received, and the Agency has sent the first official request for information, access, or materials necessary to begin work.

The Agency requests information such as branding assets, copy, images, and login credentials in order to complete projects to the best of its ability. Clients are expected to provide this information promptly to avoid delays or compromised outcomes.

Failure to cooperate or respond in a timely manner will affect the quality and timeline of the project. The Agency is not responsible for incomplete results due to missing, delayed, or insufficient materials or communication from the Client.

If the requested items are not received within 30 calendar days of the initial request, the project may be paused or marked complete at the Agency’s discretion, and the final invoice may become due.

Communication Policy

At TK Consulting & Design™, we believe clear, timely communication is essential to a successful partnership — and that goes both ways. Our team is available Monday through Friday, 8 AM to 6 PM EST, and any messages received after hours will be considered received on the next business day. We aim to respond to all client communications within 1 to 2 business days and expect the same timely responsiveness from our clients so we can keep projects moving smoothly. If you have an urgent concern, please include “URGENT” in the subject line of your email so we can prioritize it accordingly. To help us serve you best and avoid missed details, please direct all project-related communication to your designated account manager and cc accounts@consultingtk.com on all emails. We also ask that you refrain from using social media messages or personal texts for project requests, as centralized communication helps us maintain clarity and track project progress effectively. Please keep in mind that any requests outside the original project scope may require an updated agreement and additional fees.

Design & Editing Process

First Round

The first round of editing begins once:

• The Agency sends the initial draft to the Client.
• The Client reviews the deliverables and provides feedback.

The Client has 5-7 business days to submit all changes via email to the designated Agency contact. This email should include every change needed to finalize the project.

The Agency will complete edits within 7-14 business days of receiving this feedback. If no feedback is received within 5-7 business days, the project will be deemed complete, and the final invoice will be due.

Final Round

The final round of editing begins after the Client receives the second draft.

The Client has 5-7 business days to submit a single email with any additional changes, limited to minor revisions not addressed in the first round. The Agency will complete these edits within 7-14 business days. Failure to provide feedback within the stated timeline will result in the project being marked complete, and the final invoice will become due.

Additional Changes

Changes requested beyond the two included rounds will incur the following fees: Web Design: $350 per hour. Graphic Design: $250 per hour.

Note for retainer clients: Additional revisions beyond the two included rounds are billed at the retainer’s agreed hourly rate, as specified in the executed Scope of Work. The retainer hourly rate supersedes the standard graphic design rate for retainer clients only.

Content Requirements

The Agency is not responsible for writing or editing the provided text unless otherwise specified. Errors made by the Agency will be corrected at no cost.

Photographs/Logos

To ensure high-quality results, all photos, logos, and design elements must be provided in appropriate, high-quality formats. If suitable files cannot be provided, additional costs for sourcing images will be added to the Client’s total.

The Agency reserves the right to reject any design elements deemed unsuitable for the project.

Timelines & Client Responsibilities

Timelines provided by the Agency are estimates based on the assumption that the Client will submit all required content, access credentials, and feedback in a timely manner.

Delays in receiving content (e.g., text, images, brand assets), system access (e.g., domain, hosting, third-party tools), or project feedback will result in an adjusted timeline. The Agency is not responsible for missed deadlines due to the Client’s delay in communication, approvals, or deliverables.

The project timeline will resume only once all outstanding items have been received. If delays exceed 30 calendar days without written communication, the project may be paused or marked complete at the Agency’s discretion.

Payment Terms

Projects requiring more than one hour of service will follow this payment schedule:

• Non-Refundable Deposit: A 33.3% deposit is required to begin work. Timelines are based on timely payment, content submission, and the Client’s communication during the revision process. Any delay in these areas may extend the projected timeline.
• Mid-Point Payment: A 33.3% payment is required after submitting feedback on the first round of changes. Payment must be made within 5 business days of receiving the invoice.
• Remainder Fee: The final 33.3% payment is due upon project approval and prior to releasing files or deliverables.

Retainer Payment Terms

Retainer clients are invoiced on a monthly basis. Payment is due on the 1st of each month unless otherwise specified in the executed Scope of Work. When an engagement begins mid-month, a pro-rated invoice will be issued for the remaining days of that month based on the agreed monthly retainer rate. Subsequent months will be billed at the full monthly retainer amount. The standard deposit and milestone payment schedule does not apply to retainer engagements.

Important: Outstanding balances must be paid in full before starting any new projects.

Late Fees

Invoices not paid within 14 days of the due date will incur a late fee of 2% of the remaining balance, applied monthly. The grace period begins the day after the due date and late fees will not accrue during this period.

Late fees are automatically calculated and applied to overdue invoices unless otherwise agreed in writing. Clients are encouraged to make timely payments to avoid additional charges.

Refunds & Cancellations

• All deposits are non-refundable. By submitting a deposit, the Client secures a time slot and acknowledges the Agency’s commitment of resources to the project.
• If the Client chooses to cancel a project after work has begun, any refunds will be considered at the Agency’s discretion and will be calculated based on the work completed and time invested. Refunds are not guaranteed.
• If the Client does not respond or provide the necessary materials, feedback, or access within 30 calendar days, the project may be marked complete, and no refunds will be issued. The final invoice may also become due.
• Dissatisfaction with creative direction or subjective preferences does not constitute grounds for a refund. Clients are encouraged to review our work and communicate concerns early in the editing process.
• Clients may request a contract termination and refund if the Agency fails to deliver agreed-upon deliverables by the stated deadline, provided that the Client has met all expectations for timely content submission, communication, and approvals.
• If a refund is approved, the agency will request the method of returning the payment.

Disputes & Third-Party Chargebacks

If you are unsatisfied at any point during the process, we encourage you to communicate directly with us so we can explore a resolution that works for both parties. Disputes initiated through third-party vendors (such as your bank or credit card company), whether or not deliverables have been shared, may forfeit your eligibility for a refund through our internal process.

Once a third-party dispute is opened, the resolution is subject to the bank or merchant’s final decision. This also introduces additional fees and delays that could otherwise be avoided by allowing us to process the refund directly. Please note that third-party dispute resolutions can take 30–90 days, depending on the financial institution and their investigation process.

We strongly recommend reaching out to us before beginning a chargeback process.

Returned Checks

A $50 fee applies to any returned checks. The Client is responsible for resolving payment issues within 5 business days. Additional collection or legal fees may apply if enforcement becomes necessary.

Copyrights

Ownership of the final deliverables is contingent upon full payment:

• The Client owns the visual elements created for the project and will receive high-resolution source files. The Agency is not required to retain backups.
• The Agency retains copyright over the design and licenses it to the Client exclusively for this project. This license does not allow resale or redistribution of the design.
• The Agency reserves the right to use the project for portfolio or marketing purposes unless otherwise agreed in writing.

Conduct Policy

Both the Client and the Agency are committed to maintaining a respectful working environment. Misconduct, including harassment, yelling, unfounded accusations, or threats, will not be tolerated.

Three-Strike System First Incident: Misconduct is documented, and both parties discuss resolutions. Second Incident: The offending party is removed from further interactions. Third Incident: The contract is terminated, and any remaining balances or deliverables are forfeited.

Liability Disclaimer

The Agency is not liable for damages, including lost profits or savings. If any provision of this agreement is deemed unenforceable, the remaining terms remain valid.

Failure to Perform

If the Agency cannot deliver agreed-upon specifications, the Client will be refunded the project cost minus any work/time that was already spent on completion of the project.

Consulting Services

Consulting services are final and non-refundable.

Digital Products

All digital product sales are final and non-refundable. Turnaround times depend on the timely receipt of required information and access from the Client.

Retainer Policy

The Agency will provide monthly retainers with meeting time included as outlined in the executed Scope of Work. Starter and Growth retainer clients receive one (1) complimentary hour of meeting time per month. Premium retainer clients (40 hours/month) receive quarterly creative review and planning sessions included within their monthly hours. All retainer engagements include service transparency through monthly reports or updates. Unused hours do not roll over month to month unless otherwise agreed in writing.

Indemnification

The Client agrees to indemnify, defend, and hold harmless TK Consulting & Design LLC, its employees, agents, and subcontractors, from any claims, damages, liabilities, costs, and expenses (including reasonable attorney’s fees) arising from:

• The Client’s use of the deliverables.
• Content provided by the Client, including but not limited to text, images, or other materials, infringing on the intellectual property rights of a third party.
• Any breach of this agreement by the Client.

Contact Us

If you have any questions, please contact us:

TK Consulting & Design LLC

• (857) 293-0806
• info@tkconsultingdesign.com