about > client policies
The following policies explain how we collect payments, how refunds are processed, and our relationship with clients.
Payment Methods
We accept payment via check, major credit card, and PayPal. Generally, we send out electronic invoices that can be paid online with a credit card. If you have a payment preference, please let us know and we will invoice you accordingly. Unless otherwise stated on the invoice, payments are due upon receipt.
If paying by check, please make checks out to Adrian Hoppel, and mail payments to: 434 Naomi Street, Philadelphia, PA 19128.
Custom Work
Custom Work Payments
Payments for custom work are due according to the schedule in the proposal. Invoices will be sent for all payments, and unless otherwise stated, payment is due upon receipt.
Custom Work Cancellation
The client may cancel the project at any time; payments are non-refundable, and Hoppel Design will bill the client for any work done up to the day of cancellation in excess of any payments already received.
If Hoppel Design requests a response or feedback from the client and we do not hear from the client for over two weeks, Hoppel Design may suspend the project and reset the timeline; if we do not hear from you for over a month, Hoppel Design may cancel the project altogether. We will not refund payments in this scenario.
Unless Hoppel Design notifies a client in advance that we will be unavailable, if the project is active (not suspended or canceled) and Hoppel Design fails to respond to client requests for feedback or updates for more than two weeks, the client may cancel the project and request a full refund of any deposits paid. Note: This is the only scenario in which Hoppel Design will refund payments.
Custom Work Timelines
The timeline included with any proposal is the best estimate of Hoppel Design, based on our projected scope of a specific project and our current workflow. Any number of variables can delay a project. It is not uncommon for projects to finish ahead of schedule, and it is also not uncommon for projects to extend for weeks or even months beyond the original estimated completion date. Both Hoppel Design and the client must agree to be forthcoming and transparent about any issues that may arise which could cause a delay in a project, and to do our best to work with each other as best we can to complete the project as efficiently as possible.
If the scope of a project changes significantly, Hoppel Design may require a new estimate to be approved. If the client declines the new estimate, Hoppel Design will continue according to the original estimate and complete the project, or the client may cancel the project. Should the client decide to cancel for this reason, Hoppel Design will not refund payments, and we will bill the client for any work done up to the day of cancellation in excess of the payments.
3-Year Warranty on Custom Websites
We will repair or replace, at our discretion, and at no additional cost, any custom website work that stops functioning properly for up to 3 years after your website goes live.
This warranty specifically only covers our original work and your use of that work as intended (posting blogs, registering people, taking payments, etc.). Modifications, including adding new plugins, adding new themes, or making changes to any theme or core files (including the CSS file), made by Hoppel Design are covered, but do not extend the warranty.
Any modifications made by the you, your employees, or by any other person not associated with Hoppel Design, are not covered. Repairs to any other part of the website that stops working properly due to modifications made by the you, your employees, or by any other person not associated with Hoppel Design, are not not covered.
Website Hosting
Website Hosting Payments
Hosting payments are due one month in advance and are not refundable. Monthly hosting plans use calendar months; annual hosting plans use January through December unless otherwise stated. Hosting will be suspended at the end of the paid month if any payment due remains unpaid.
Website Hosting Cancellation
You may cancel your HD Managed Hosting at any time; we will assist with moving your website to a different host with a 30-day notice. If your website becomes becomes a liability to our server environment due to malware, hacking, outdated or unsupported website plugins or add-ons, or any other reason that we cannot quickly resolve, Hoppel Design may need to quarantine your websites. Quarantined websites may need extensive work to fix, and if you are unwilling to complete this work, Hoppel Design may remove your website from our server and assist you in in placing your website with another host. Any payments made are not refundable.
100% Uptime Guarantee on Hosting
We expect our server, and thereby your website, to be "up" or accessible by the public at all times. If you experience downtime due to our server, we will credit you at 10x the amount of time you were down.
Any planned updates to the server with at least 72-hours notification to you are not covered. Any downtime do to modifications made by you, your employees, or any other person not associated with Hoppel Design, are not covered.
Website Support & Maintenance Accounts
Maintenance Account Setup Fees
All new Maintenance Accounts are charged a one-time setup fee. This fee applies to clients who host websites with Hoppel Design and clients who host websites elsewhere, and covers the costs of setting up the account. Each new Maintenance Account is provided 1 complimentary hour of work. Setup fees are not refundable.
Maintenance Account Monthly Fees
Maintenance Accounts will be billed a monthly fee. This fee will be set up as an automatic recurring charge on the client's credit card when the account is set up. The monthly fee is waived for clients who are currently hosting a website with Hoppel Design. Monthly fees are not refundable.
Maintenance Account Prepaid Hours
Maintenance Accounts have access to purchase prepaid work hours. These hours can be used by the account holder for website related work on any website the account holder owns. If the account holder requests work on a website that Hoppel Design did not build, Hoppel Design reserves the right to decline the work for any reason. Prepaid hours do not expire so long as the Maintenance Account is active; if the Maintenance Account is cancelled, any remaining prepaid hours will be voided. Prepaid hours are not refundable.
Maintenance Account Cancellation
You may cancel your Maintenance Account at any time; your Maintenance Account will remain in effect through the end of your current paid period. Cancellation requests can be submitted through the Work Request form in your account, or by using the main Contact form, email, or phone number.
Hourly Maintenance
Hourly maintenance is billed at our standard rate. Work will be based on a Statement of Work (SOW) signed by both Hoppel Design and the client, and will include a 50% deposit to be paid in advance.
Hourly Mainenance Project Cancellation
The client may cancel the project as detailed in the SOW at any time; payments (including deposits) are non-refundable, and Hoppel Design will bill the client for any work done up to the day of cancellation in excess of any payments already received.
If Hoppel Design requests a response or feedback from the client and we do not hear from the client for over two weeks, Hoppel Design may suspend the project and reset the timeline; if we do not hear from you for over a month, Hoppel Design may cancel the project altogether. We will not refund payments in this scenario.
Unless Hoppel Design notifies a client in advance that we will be unavailable, if the project is active (not suspended or canceled) and Hoppel Design fails to respond to client requests for feedback or updates for more than two weeks, the client may cancel the project and request a full refund of any deposits paid. Note: This is the only scenario in which Hoppel Design will refund payments.
Previous Support Plans
These terms apply to maintenance plans that are no longer being offered.
Support & Maintenance Plan Payments
Support & maintenance plan payments are due in advance and are not refundable. Monthly support & maintenance plans use a 30-day period that begins when payment is received. At the end of the 30-day period, an invoice will be sent to you to initiate a new 30-day period, which will begin when payment is received.
Support & Maintenance Cancellation
You may cancel your support & maintenance plan at any time; your current play will remain in effect through the end of the current 30-day period. If you notify us that you wish to cancel, you will not receive another invoice. If you do not notify us that you wish to cancel, we will assume you wish to continue at the current plan, and you will receive a new invoice at the end of the current 30-day period. We will not continue work until the new invoice is paid and, if it remains unpaid for 7 days, we will consider the support and maintenance plan cancelled.
Unused and Additional Support & Maintenance Hours
Unused hours do not rollover to the next month. Any additional work each month must be approved by you in writing (email) before we begin, and any balance due for additional work must be paid in full before new monthly hours are credited.
Last updated: May 9, 2021
in philly