FREQUENTLY ASKED QUESTIONS

Got questions? We’ve got answers! Check out some of the most commonly asked questions:

We have two payment options available for web development services. Our standard payment option requires a non-refundable 25% deposit before the start of the project. Another 25% is due after the first draft is presented to the client, and the remaining 50% is due upon the completion of the project, but before the site goes live. Our second payment option is a 6-month payment plan in which the total cost will be divided into six, equal payments. The first payment will be due upon acceptance of this proposal and before the start of the project. The five subsequent payments will be due on the 15th of each month.

 

Late Payment Policy:

up to 5 days past due date: no penalty

6-10 days past due date: $5 fee

11-20 days past due date: $10 fee

21-30 days past due date: $15 fee

30+ days past due date: $30 fee and subject to project termination

Yes. Because we offer no-contract digital marketing services, you have the ability to cancel our services at any time. In order to discontinue the use of any of our monthly digital marketing services, please write to use at support@surgeenterprise.com, with the subject line “Service Cancellation”. The notice must be submitted at least 7 working days before you plan to discontinue services.  A member of our staff will contact you within 24 hours to confirm the cancellation.

If for any reason you cannot make your monthly payment, please contact us immediately. We understand that unforeseen situations arise that may affect you ability to make your monthly payments on time. Because of this, we work with our clients to come up with a solution. We have implemented a five day grace period to give our clients a little cushion when it comes to making monthly payments. This means that you have an extra five days after you due date (which is outlined on each invoice) to make your monthly payment. After the sixth day, you will be charged a late fee (see late payment policy below for details). Failure to keep up with monthly payments may result in the termination of the service contract.

 

Late Payment Policy:

up to 5 days past due date: no penalty 

6-10 days past due date: $5 fee

11-20 days past due date: $10 fee

21-30 days past due date: $15 fee

30+ days past due date: $30 fee and subject to project termination

We work hard to make sure that each of our clients are 100% satisfied. However, because customer satisfaction is our number one priority, we do offer partial refunds should you find our services unsatisfactory. Refunds are awarded on a case-by-case basis. To request a refund, please contact us with a detailed explanation of why you feel our services have failed to meet your standards. Your request will be reviewed thoroughly by a member of our team, and you will receive a response within 48 hours. Refunds that are awarded will be paid via check or PayPal, and will amount to 75% of the total project cost.

You have 15 days from the start of any website project, to cancel. Your initial deposit is non-refundable, however, if you cancel within the 15 days, you will not be charged any additional fees. If you decide to cancel the project after 15 days, you will be responsible for 50% of the total project cost.

General Questions

Although we specialize in helping start-ups, we have experience working with a number of different types of businesses and corporations. From non-profits and small family-owned businesses,  to big-name corporations and online stores, we work with companies of every size, structure, and industry.

The estimated time of completion varies from one website project to the next. However, on average, our informational websites are completed within 4-6 weeks, and ecommerce websites are completed within 6-8 weeks. If you need to expedite the development process, please inform your assigned project manager before development is set to begin.

We use Bluehost as our web hosting provider. If you prefer to move your website to another hosting provider, you can do so once your new website is paid in full.

At this time, we only use WordPress as a CMS.

Unique and optimized written copy is included in select web development packages. Written copy can be included for an additional charge with packages that do not already include it. Stock photos are not included in any web development packages and will be charged at an additional cost.

Once we receive payment in full and your website goes live, you will have all rights to the website. If you choose to continue hosting your website with us through our hosting provider, you will be responsible for the annual hosting fee. You also have the option of moving your website to another hosting provider once it is paid in full.

Absolutely! Our hosting services are compatible with just about any domain name registrar.

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