Design Policies

Introduction to RXLEX Design Service Policies:

Thank you for considering RXLEX for your design needs. The following outlines key policies governing our services. Upon booking, you will receive a comprehensive set of detailed policies along with all necessary information to ensure a smooth and successful collaboration. We appreciate your time in reviewing these guidelines.

When you engage RXLEX as your designer, it's important to understand that our work is a collaborative effort. As the client, it is essential that you are fully prepared to begin the project upon booking. This includes providing all necessary materials and information in a timely manner. A clear vision for your brand is imperative before placing an order. The exceptional results you may have seen in our portfolio are a testament to clients who were well-prepared and invested in the process.

Please Note: Processing times and production times are distinct. Production time begins only when your project enters the active work queue. After your information has been reviewed and approved, your project will be scheduled in the queue. Please plan accordingly.

For current availability, please check the Website Design Schedule. Due to high demand, we recommend reviewing the schedule before booking to understand when your project can be accommodated. Please ensure that all required materials are submitted correctly to secure your place in the schedule. If you require expedited service, the rush order option is available to prioritize your project.

Steps to Begin Your Project:

1. Make Payment: Full payment is required for website design services, unless you have enrolled in a payment plan. Please note that website design services are non-refundable. Work will begin even if full payment has not yet been made under a payment plan.

2. Sign Service Agreement: The contract will be emailed to you for review and signing.

3. Complete Design Form: After signing the service agreement and completing payment, you will receive a form to provide all necessary website information. All text must be typed and submitted via email in the specified format. Handwritten notes or photos of information will not be accepted.

4. Submit High-Quality Photos: Photos for slideshows, banners, and products must be professional and of high quality. While stock photos are permitted, they may not always be ideal depending on your business type. Feel free to inquire for recommendations. Please read Content Fee Policy for more information.

5. Sign Up for E-commerce Platform: Please allow me to direct you on how you should go about this portion of the process. Clients are responsible for signing up for and paying for their chosen e-commerce platform. Fees for platforms like Shopify and Wix are billed monthly and are not covered by RXLEX. We highly recommend purchasing a unique domain URL to avoid using default URLs (e.g., .myshopify.com or .wix.com).

If your website requires inventory management, please review the Inventory Instruction page before proceeding.

Order Processing Time: 24-48 hours, which includes the time needed to complete the service agreement process. Please refer to the policies for further details on the design process.

Service Turnaround Time: The service turnaround time begins only once all required information has been submitted and approved. Please allow 2-14 business days for completion. The timeline may vary depending on the volume of orders. If expedited service is needed, please select the express order option to move your project to the top of the work queue.

Important: No work will commence until the service agreement is signed by both parties. Additionally, all required information must be submitted and approved, sustainable content must be provided or the content fee paid, and the contract must be in good standing for the project to move forward. No exceptions will be made.

RXLEX Policies

1. Service Agreement

Agreement Acknowledgment: Please read the service agreement thoroughly before signing. RXLEX is not responsible for any oversight due to the client’s failure to read and understand the terms.

2. Project Duration and Cancellation

Website Design Contracts: Website design service contracts are valid for 30 days, and branding package contracts are valid for 60 days. If the required information is not provided within these time frames, the project will be canceled and is non-refundable. (Refer to Policy #20 for details.)

• Contract Extensions: Extensions may be granted upon request. Effective communication is essential—if there is no communication, there will be no extension.

3. Client Responsibility

Reminder Notices: RXLEX will not issue reminders regarding project expiration dates. It is the client’s responsibility to track and adhere to these dates. Given the volume of clients, it is impractical to individually remind each client. As a contractor, I am committed to your project, and as a client, it is professional to demonstrate your commitment as well. Design dates are provided weeks in advance, and it is expected that clients will manage their timelines accordingly.

4. Contract Renewal

Expiration and Renewal: Once the project expiration date has passed, the project will expire, and a renewal fee is required to reinstate the contract. The renewal fee must be paid within seven days of expiration. Failure to renew within this period will result in the permanent cancellation of the project, requiring a new booking to resume work.

5. Website Design Scope

• Revamp Limitations: A website revamp includes design changes only and does not cover product updates or modifications.
• Product Uploads: The Website Design service includes the upload of 10-15 products. Additional product uploads can be arranged through the Website Management service, for an additional fee.

6. Revision Policy

• Revisions: Each design service includes three complimentary revisions. Any additional revisions will incur a fee. (Refer to the Revision Policy for detailed information.)
• Design Approval: Once the website design preview is approved, any subsequent revisions will not count as complimentary. The preview stage is intended for finalizing all necessary changes. (Refer to the Revision Policy for further details.)

7. Express Service Option

• Expedited Completion: If you require your website to be completed faster than the standard time frame, you may opt for an express order at an additional cost. Please inquire for availability and pricing.

8. Submission of Inventory/Services Information

• Thoroughness and Accuracy: When submitting inventory or service information, please ensure that all details are thorough and accurate. I will upload the information exactly as provided. Any errors or omissions due to insufficient review on your part will not be considered a free revision and will incur a fee to correct. If the submission contains excessive mistakes, I reserve the right to cease work on that portion until accurate information is provided. Inaccurate information can cause significant delays in the website design process.

9. Pre-Made Templates

• Revamp Classification: Pre-made templates are classified as website revamps. This service involves applying a pre-existing design template to your website.

10. Website Design Scheduling

• First-Come, First-Served: RXLEX operates on a first-come, first-served basis with a new website design scheduling system. Each client will be assigned a specific time slot for their website design.

11. No Refund Policy

• Final Sales: All sales are final. Due to the nature of the work, there are no refunds for services once purchased. Cancellations will not be refunded, even if due to a sudden change of plans. However, certain terms may be negotiable under extenuating and uncontrollable circumstances.

12. Service Agreement Requirement

• Mandatory Agreement: No work will commence without a signed service agreement. The agreement ensures that both parties are clear on the terms and conditions of the project.

13. Work Queue Process

• Queue Placement: Your project will not be placed in the work queue until all necessary items are received in the required format. Please ensure that all submissions are complete to avoid delays.

14. Business Hours

• Strict Adherence: RXLEX enforces strict business hours. While communication outside of business hours may occur under certain circumstances, please expect responses during the next business day. For example, if you send an email at 7:59 PM on Friday, you can expect a response by Monday after 10:00 AM.

15. Client Communication Etiquette

• Respecting Boundaries: As a client, please respect the established business hours and refrain from reaching out for updates on your project. I will proactively provide you with necessary updates. It is important to recognize that I am managing multiple client projects simultaneously. Maintaining professional boundaries ensures that all projects are completed efficiently and to the highest standard.

16. Professional Conduct and Termination Policy

• Respect and Professionalism: RXLEX is committed to maintaining a professional and respectful relationship with all clients. Any behavior that violates the standards of respect, such as unruly conduct, cursing, badgering, or any disruptive actions, will not be tolerated. As the contractor, I reserve the right to terminate services immediately if a client engages in such behavior. In the event of termination due to a breach of this policy, no refund will be issued.

17. Project Reinstatement Policy

• Reinstatement Fee: If a project extends beyond the initial 30-day contract period, the client is required to pay a reinstatement fee to continue services. Failure to pay the reinstatement fee by the 7 day mark will result in the project being permanently canceled, with no eligibility for reinstatement. The no-refund policy will still apply. Should you wish to continue, you will need to book a new service. For detailed pricing, please refer to the service agreement. (See Project Abandonment Policy for more information)

18. Additional Website Services

• Scope of Services: RXLEX specializes in website design. Services such as setting up shipping, pick-up options, or email marketing are not included in the standard website design package, or e-mail sign up pop up. If you require these additional services, please explore the Website Management option. 

19. Responsibility for Content Accuracy

• Spelling and Information Accuracy: Clients are responsible for ensuring that all information, including spelling, provided for their website is accurate. Any spelling errors made by RXLEX will be promptly corrected. However, spelling errors resulting from the client's failure to double-check provided content will either count toward the allotted revisions or incur an additional fee for correction.

20. Content Provision for Website Design

• Content Quality: The aesthetic quality of your website greatly depends on the content you provide. If you do not have sufficient content, RXLEX offers a content customization service for an additional $250. This service ensures your website accurately represents your brand, including the creation of mockups, AI models, and product photos. Please refer to the website design page for further details.
• Content Assessment: RXLEX will evaluate whether the content provided is sufficient for creating a high-quality website. If the content is deemed insufficient, you must either provide the necessary materials or purchase the content service. Work will not proceed until adequate content is submitted or the content fee is paid.

21. Communication and Time Management

• Adherence to Deadlines: If you are unable to meet the deadlines outlined in RXLEX policies, it is imperative that you communicate this as soon as possible. Without timely communication, RXLEX cannot accommodate delays or make necessary adjustments to your project schedule.

Design Form Policy

 

1. Properly completing the design form is a critical step in ensuring a successful design process.

2. After booking, you will receive two emails: one containing the service agreement and another with the design form. The design form will include detailed instructions on how to complete it.

3. Please submit the completed design form in a single email. Multiple submissions will not be accepted. Ensure all required information is included in one email, as I will only reference the email containing the most comprehensive details for your project.

4. The design will be created based solely on the information provided in the email. If essential details are omitted, they will not be included in the design.

5. If additional requests arise after the design form has been submitted and those details were not initially provided, an additional fee will apply. Please refer to the revision policy for further information.

 

 

Work Queue Policy

1. Order of Processing

• Queue Placement: Projects are worked on in the order they are received. However, placement in the work queue is contingent upon the submission of all required design information and the signing of the service agreement. Only once these requirements are met will your project be added to the work queue and assigned the next available spot.

2. Complete Information Requirement

• Submission of Complete Information: It is crucial that all required design information is submitted in full at the outset. Incomplete submissions may cause delays. If I need to pause your project due to missing information or lack of preparation, your project will be temporarily removed from the active queue. In such cases, I will continue working on other clients' projects that have all necessary information submitted.

3. Re-entry into the Queue

• Reinstatement of Project: Should your project be paused due to incomplete information, it will only be re-entered into the work queue once all outstanding information is provided. Please note that this may result in your project being moved to the back of the queue, as other clients with completed submissions will take priority. This policy ensures fairness to all clients and allows me to maintain an efficient schedule.

4. Rush Orders

• Expedited Service: If you require your project to be completed sooner than its assigned spot in the queue allows, you have the option to place a rush order. This will move your project to the front of the line, subject to an additional fee.

5. Ensuring Timely Completion

• Client Responsibility: To ensure your project is completed within the original timeframe, please ensure that all required information is submitted in totality. Take your time to carefully complete the design questionnaire and provide any additional materials requested. Thorough preparation on your part contributes significantly to a smooth and timely design process.

6. Work Queue Information

• Design Schedule: I operate based on a structured work queue and design schedule. For more detailed information on how the design process works, please refer to the Design Process section on my website.

Revision Policy

1. Design Review Process

Initial Preview: When a design preview is provided, this is your opportunity to request changes. Please provide clear and specific feedback to ensure the design aligns with your vision. Designs are created based on the information you provide, so it’s essential to be as detailed as possible about your requirements. Client has 24 hours to request changes. If the window is not met, any changes will require a fee.

Importance of Clarity: Rushing through the process can negatively impact the design outcome. Please take the time to submit accurate and comprehensive information, allowing for the best possible result.

2. Revision Allowance

• Complimentary Revisions: Each project includes three complimentary revisions. If further revisions are needed after the third, additional changes will incur a fee. Please refer to the website or design management section for a detailed breakdown of these fees.
• Preparation: We encourage you to carefully consider your design needs before submitting your requests. Having a clear and well-defined idea of what you want will help streamline the process and ensure a successful outcome. It is preferable to address all design ideas before production begins.

3. Approval and Lock-In

• Final Approval: Once you approve a design preview (e.g., by expressing your satisfaction with the design), the design is considered finalized. At this point, any remaining complimentary revisions are forfeited, and any further changes will be subject to a revision fee.
• Review Process: We strongly advise you to thoroughly review the design preview before giving final approval.

4. Instruction Quality

• Detailed Instructions: The quality of the final design is directly related to the quality of the instructions provided. Please ensure that your directions are detailed and precise. Vague or incomplete instructions may result in additional revision fees.
• Freestyle Requests: If you request a "freestyle" design approach, the three-revision policy still applies.

5. File Retention

• Retention Period: Client files (graphic files) are retained for 30 days following the completion of the project. After this period, files may be deleted. If a project is abandoned, the files used for the project will only be kept for 30 days from the abandonment date. If the client does not continue with the process, files are subjected to be deleted.

6. Revision vs. Redesign

• Definition of Revisions: A revision is considered a small change or edit to the existing design. If substantial changes are required due to insufficient initial information, this will be treated as a new project and will require additional payment.
• Redesign Fees: If an edit or revision request involves new information not previously provided, it will not qualify as a complimentary revision and will incur a fee. Should the changes exceed what is considered a small revision, a redesign fee will apply. Further service will only proceed once the redesign fee has been paid.

7. Distinction Between Revisions and Edits

• Revisions vs. Edits: A revision is defined as a minor change, whereas an edit may involve creating a new design. Only three free revisions are included with each project. Any edits beyond this scope will require an additional fee

Freestyle Design Policy

1. Revision Policy for Freestyle Projects

• Application of Revisions: The standard three-revision policy applies to freestyle design requests. Should you wish to make design changes that were not initially discussed during the consultation, these additional changes will incur a fee. We encourage you to request a freestyle project only if you have full confidence in the designer's creative direction.

2. Creative Freedom and Trust

• Creative License: By requesting a freestyle project, the client grants the graphic designer full creative freedom to design and deliver the project according to their artistic vision. The client agrees to trust the designer's expertise, experience, and artistic judgment throughout the design process.

3. Additional Requests

• Post-Consultation Requests: Any design requests made after the initial consultation that significantly alter the direction of the project will be considered outside the scope of the freestyle agreement and will incur additional charges.

Project Abandonment Policy

1. Project Initiation and Timeline

• Project Commencement: All projects will commence upon receipt of the agreed-upon deposit or full payment, as outlined in the project agreement.
• Timeline Adherence: Both parties are expected to adhere to the project timeline. Any delays from the client’s side (e.g., failure to provide necessary information, feedback, or approvals) may result in an adjusted completion date. (See turnaround time/ Design Process for additional details)

2. Client Communication and Responsiveness

• Communication: Clear and timely communication is essential for the success of any project. Clients are expected to respond to emails, calls, or any other forms of communication within a reasonable time frame, typically 1-3 business days.
• Non-Responsiveness: If the client does not respond to communication attempts for a period 1-3 business days,  the project may be considered abandoned. This will not apply if there was prior communication.

3. Project Abandonment

• Definition of Abandonment: A project is considered abandoned if there is no communication or progress for 30 calendar days from the client's side, when the project expiration date has come to pass.
• Notification: There will be no notifications or reminders about project dates. Project dates are given to the client upon booking, the client has all required information and it is the client’s responsibility to be aware of their project dates.
• Termination: If the project is deemed abandoned after the grace period, it will be automatically terminated. Design projects are good for 30 days, branding projects are good for 60 days. Project must be reinstated with a reinstatement fee to be considered current.  if the expiration date passes. There is a grace period of 7 days after the expiration date in order for the project to be reinstated with the fee. If the grace period passes, the project will be considered terminated with no refund. A new project must be booked in order to continue work. 

4. Financial Implications

• Deposit Forfeiture: If a project is abandoned, any deposit or partial payment made by the client will be forfeited and will not be refundable.
• Outstanding Balance: The client will be responsible for any work completed up to the point of abandonment. An invoice will be issued for the outstanding balance based on the amount of work completed.
• Reactivation Fee: If the client wishes to resume the project after it has been marked as abandoned, a reactivation fee will apply, in addition to any outstanding balances. The project timeline will also be subject to availability. **NOTE: When reactivation fee is paid, client will be subjected to my current availability

5. Intellectual Property

• Ownership Rights: All work completed up until the point of abandonment remains the intellectual property of RXLEX until full payment has been received. The client will not have rights to use or reproduce the work in any form until payment is made in full.
• Use of Designs: If the project is abandoned and the outstanding balance is not settled, RXLEX reserves the right to use the designs or concepts created for other purposes or clients.

6. Dispute Resolution

• Dispute Process: Any disputes arising from project abandonment will be handled in accordance with the terms outlined in the project agreement. It is encouraged that both parties work together to resolve any issues amicably.

7. Policy Changes

• Policy Updates: RXLEX reserves the right to update or modify this policy at any time. Clients will be notified of any significant changes.

Project Termination Policy

1. Right to Terminate:

• Reservation of Rights: RXLEX reserves the right to terminate any project or working relationship with a client at any time if the client violates any of RXLEX's policies or engages in behavior that is deemed unprofessional, unethical, or detrimental to the working relationship.

2. Grounds for Termination:

• Policy Violations: Any breach of the terms and conditions, project agreement, or any other policy set forth by RXLEX will be considered grounds for immediate termination.
• Unprofessional Conduct: Any form of disrespect, harassment, or unprofessional behavior towards RXLEX or its representatives will not be tolerated and may result in the termination of services.

3. Financial Implications:

• No Refund: In the event of termination due to policy violations, no refunds will be issued to the client. Any payments made up to the point of termination will be retained by RXLEX.
• Outstanding Payments: The client will be responsible for any outstanding payments for work completed prior to termination. An invoice for the remaining balance will be issued, and payment is required within the specified period.

4. Intellectual Property:

• Ownership Rights: All work completed up until the point of termination remains the intellectual property of RXLEX until full payment has been received. The client will not have rights to use or reproduce the work in any form until payment is made in full.

5. Legal Action:

• Enforcement: RXLEX reserves the right to take legal action to enforce the terms of this policy, including the collection of any unpaid balances.

Coupon Policy

1. Coupon Expiration

• Sign-Up Coupons: All sign-up coupons are valid for 30 days from the date of receipt. Please ensure to use them within this period, as they will not be renewed upon expiration.
• General Expiration: Coupons distributed via email will have specific expiration dates indicated. Once expired, they cannot be reissued or extended.

2. Product-Specific Coupons

• 20% Off Lash Products: The 20% off coupon is exclusively applicable to lash products. It cannot be used for other items or combined with other promotions.

3. Branding Order Coupons

• $10 Off First Branding Order: The $10 off coupon applies exclusively to your first branding order.
• Minimum Spend Requirement: To activate the $10 off coupon, a minimum purchase of $60.00 is required.

4. Exclusions and Limitations

Non-Applicable Items: Certain items may be excluded from the branding coupon offer. Please refer to the specific terms provided with your coupon for any exclusions.