GENERAL INFORMATION

 

 

Who are your clients?

 

I work with a diverse group of international clients, from all over the world.  Everyone from self-employed professionals to an eclectic mix of small business owners.

 

My creativity feeds off of my client's creativity, and I am forever grateful to have the opportunity to work with each and every person I encounter through my work.


 

PROJECT BOOKINGS + ORDER PROCESS
 

Project bookings for website orders (over $500) can be confirmed with a 50% non-refundable deposit.  The remainder of the quoted total is due upon project commencement (prior to service delivery).  This deposit will hold your spot in my work queue, as well as help me schedule my workload for the coming months and help me determine how many clients I can take on at any given time.

 

Once your deposit has been received, you will be emailed a design brief, which can be completed and returned to me at your convenience.  The information in this design brief will be used to work on your project, so it is important that the information provided is accurate and as thorough as possible.  When the 1st draft(s) of whichever project we are working on is ready for review, you will either be emailed sample files to preview or in the case of a website design order; you will be emailed a link where the website can be viewed.  At this time, detailed feedback regarding any changes can be provided.  The design process is very collaborative, so ALL feedback is welcomed, and revisions during the design process are expected (and welcomed!).  Once final approval has been given on any design project, additional charges may apply to revisions required after project completion.  In the case of any final digital files being email to you, this would mean charges may apply for any revisions needed after the final files have been prepared and sent to you.  In the case of a website design, additional charges for revisions would apply after the website was considered completed and 'live' (ex: the domain name has been connected).

 

All orders under $500 must be paid in full to confirm order bookings.  %50 of the amount of the total order is also non-refundable.

 

 

CANCELLATIONS + REFUNDS

 

Projects that have already begun (considered 'in progress') and require a cancellation will only include a pro-rated refund of any fees paid beyond the deposit amount.  In this event, the pro-rated total for all work spent on the project will be calculated at the rate of $100/hr.   This will include time spent on information sharing via email, as well as any time spent on phone call discussions that were required to work out project details. 
 

 

 

WHY IS THE 50% DEPOSIT NON-REFUNDABLE?

 

Confirming your project booking with a non-refundable 50% deposit is a confirmation that as a client you are committed to working with Starling Memory Designs.  This also ensures me that you have done your research on the services I provide, and after looking through my website and my portfolio; you feel that we will be a good fit for working together on both a professional and creative level.

 

By the time you book your order and pay the non-refundable deposit, we will have already worked out the main details for the order, and I will have already provided some level of consultancy on the best way to proceed with the project.  Time spent discussing details on any project (prior to order placement), is a time commitment for both parties.  The details I provide during this process can include; important information about the design process, a personal review of your current website, suggestions on website page navigation and different apps that could be used to maximize your website function, and well as some "behind the scenes" work that enable me to cater to each new client request I receive with a more personalized approach.  During these preliminary conversations, it is likely that we will have exchanged several emails, and that we have also spoken on the phone on more than one occasion.  Securing a deposit for each order is an added confirmation that the time I invest with each new client (prior to booking) is not time lost, and that this time will serve as a benefit to seeing each project come to fruition.

 

After your 50%, non-refundable deposit is paid, your project will be added to my schedule, in priority of when the order was placed.  Your approximate start date will be held in my schedule, therefore limiting my availability to take on other projects with other clients.  In other words, blocking out dates in my schedule for confirmed upcoming projects can often result in a loss of potential clients.  If a potential client has an inflexible project start date and they require a higher priority in their project scheduling; I quite often have to turn people away due to limited availability in my schedule.

 

 

 

Do you offer payment arrangements?

 

My flexible ‘Pay-as-You-Go’ payment option can be applied to any graphic design order that includes multiple items, as well as any Wix website design package.   

 

The only stipulations for my 'pay-as-you-go' payment option are the following:

 

  • For website packages; there must be a 2-page minimum on any package ( HOME page + 1 additional page)

  • The total for these 2 initial pages must be paid in full at the time of order placement to confirm the booking, and prior to any work beginning on any project.

Please email for more information:  info@starlingmemory.com

 

 

WAITLIST + typical turnaround TIME

 

My current workload can vary from week to week, but I typically book projects 1-3 months in advance.  Rush orders can be requested at any time, but are always reviewed on a case-by-case basis, as well as require an additional fee.  

 

Once we have worked out the order details and your 50% deposit has been received; a design brief will be emailed to you within 24-48hrs. The exact start date for any project, as well as the exact date for final completion, can be nearly impossible to predict based on several factors involved in the creative design process.  These dates are also affected by my varying (unpredictable) daily workload.  If you have a tight deadline to meet, please share these details with me prior to placing your order and I can let you know what approximate time frame I am able to work with.  Providing a guaranteed completion date for any project is unfortunately never an option due to there being too many variables within the design process.  Rest assured, that I remain in constant communication throughout the entire process, so my clients are completely 'in the loop' as to what stage of the design process we are at, and as we near final completion.

 

 

What payment methods do you accept?

 

USA + INTERNATIONAL ORDERS

  • Payment preference is either through Paypal Invoice or through my Etsy shop, where payments can be made using all major credit cards, as well as Paypal funds.

 

CANADIAN ORDERS

  • Payment preference is PDF Invoice and Interac eTransfer.


**Placing Canadian orders through my Etsy shop is also an option, but exchange rates can be inconsistent, which can result in cost differences and corrections, which end up being a bit of an administrative headache.


 

PAYPAL CHARGEBACKS

 

A chargeback is the equivalent of opening a Paypal dispute stating that your Paypal account (or the credit card you used to complete your Paypal payment) was fraudulently charged, without your consent.  Many people do not realize that if they file a dispute with their bank or credit card company for ANY charge that they are concerned about (even unrelated to their transaction with Starling Memory Designs); Paypal will place a hold on ALL the transactions that were associated with the Paypal account or card payment that was used.  This means that even though your dispute may not have been filed directly towards a Starling Memory transaction; any money that was paid to me during the same time period as your other dispute will be withdrawn from my Paypal account.  This can create a hugely inconvenient domino effect in my workflow and accounting processes.  In this event, my clients will be required to reimburse me for the full amount of the transaction funds that have been withdrawn from my Paypal account, as well as compensate me for the time it will take me to prepare a response for the Paypal Disputer Resolution Centre (hourly rate of $100/hr).  Preparing this response can take anywhere from 1-3hrs depending on the amount of information that will need to be shared with them.  This information can include; copies of multiple email conversations, copies of the invoice(s), as well as copies of the design brief(s).

 

In the event that a client feels they have truly been billed incorrectly (by Starling Memory Designs), I ask that my clients please contact me directly to address any billing issues they may have.  Requesting a chargeback or opening a PayPal dispute creates a long, inconvenient, drawn-out process, which is not necessary for resolving billing issues.  Paypal chargebacks filed for valid charges from Starling Memory Designs can also be perceived as fraudulent activity and will also be reported to Paypal as so.

 

If you prefer to not use Paypal for payment processing, please let me know prior to preparing your invoice so a 'Reserved Etsy Listing' can be created for you, which would allow you to pay directly with a credit card of your choosing.

 

 

Why are all your prices ON YOUR WEBSITE (and ETSY) in US funds?

 

I'm located in Canada, so this seems weird right?...let me explain...

 

Due to the majority of my clients being located in the US, and me doing the majority of my business online; I have to choose one single currency to display all of my prices.  This allows me to keep my accounting and administrative processes more simplified and efficient.

 

 

How will I receive my digital files?


All final digital files will be provided in digital format via email, or online file sharing (ex: Google Docs, WeTransfer, etc...)

 

Wix websites are always created under each of my clients' accounts, eliminating the need to transfer any files.


 

What logo file types do you include with purchase?


All standard graphic files including; original vector files (AI & EPS), JPG & PNG (300dpi + 72dpi), PDF and PSD.

 

 

How do I figure out how I want my logo to look?

 

  • Find out what inspires you.  (ex: styles, colors, cultures, symbols etc..)

  • Narrow down your ideas to those which most closely match the ultimate vision for your brand. (ex:   Weed out the stuff you like, but do not love)

  • Complete my creative brief once you receive it.  This brief has been specifically designed to help people organize their creative ideas and helps me gain a good starting point to create your new logo.

  • Start a Pinterest board !!!  If you're already using Pinterest to gather all of your ideas, then no explanation here is needed; but if you're new to Pinterest - here's a little intro...Pinterest is an amazing visual tool for not just 'creative types', but anyone feeling overwhelmed with how to organize all their ideas.  If you haven't already started a 'branding' board for your small business,  I HIGHLY recommend it  ♥

 


Do you set limitations on samples and revisions for custom work?


Yes, and No.  I usually show a minimum of 3-5 different concepts for all custom logo design work, but often find it too limiting to the creative process to limit the number of revisions leading up to the final version of your design.  I like to practice a certain level of flexibility in life, as well as in my design work, so I'm usually always open to additional revisions as long as they don't involve re-inventing the wheel and also as long as any revisions are done before final approval.
 

 

THE WIX PLATFORM

 

 

I'm unfamiliar with Wix based websites, can you tell me more?

 

In a nutshell...and courtesy of Wikipedia.com...."Wix.com is a cloud-based web development platform that allows users to create professional HTML5 websites and mobile sites, through the use of online "Drag & Drop" tools."   For more information please visit my WIX INFO page.

 

 

So why Wix you ask ???

 

Wix allows their users to create fully customized websites, at an affordable price.  Find out more here.
 

For self-employed individuals and small business owners; simple, yet professional looking websites are best.  Wix allows their users to maintain their own websites, in the most user-friendly and versatile way possible.
 

Once I set up your website,  the built-in Wix editor makes it easy for you to make your own changes to your site without having to know any complicated coding language.

 

Hard to believe??... I know!!

 

What this means for you:  Once I have designed your website and all the pages have been laid out, SEO set up etc...you will have full editing access to your website's content and images.  I am of course always available for additional support, and will gladly walk you through any "how to" features over a quick phone call, or even offer continued site maintenance if DIY is not your thing.

 

 

Where will my Wix site be hosted?

 

Your Wix site will be hosted on the Wix servers.  This means you do not need to purchase a hosting package from another service provider, but you will have to upgrade your free Wix account to a Premium package in order to connect your domain to your Wix site. 

 

Your domain name can be provided to you by Wix (with Premium upgrade) or purchased from another registrar

( ex: www.godaddy.com ).

 

 

 

ADDITIONAL INFO

 

 

Why hire me?


I always suggest that potential clients review my design portfolio, including websites I've designed, as well as all of my Etsy shop inventory.  This information will give you a good idea of the work I create.  If you can relate to my design style and feel that I'd be a good match to bring your ideas to life; then I would love to work with you on developing your branding.

 

I am a one-woman show, so when you hire me you will be getting 'one on one' client/designer interaction...in other words - no middle person.

 

All of my services are offered with my client's needs in mind - my service costs are upfront, and my main goal is to help my clients get what they need within THEIR budget.

 

My design process is extremely collaborative.  We work together to create your dream brand!  This collaboration will involve a lot of emails back and forth, as well as giving detailed feedback.

 

 

Do you have office hours?

 

Somewhat.  I work from a home office, so I am not open to the public on a drop-in basis, however; I am available for appointment bookings to discuss projects over the phone.  I am happy to call clients at my expense to help save on long distance fees (within the US and Canada)

 

Being self-employed allows me the flexibility of setting my own schedule, but ask that clients understand that I cannot reply to their requests on 24/7 basis.  I do always try and address any email inquiries within 24-48 hrs, however, response times can be affected by my ever-changing workload, on any given day.



Still have questions?


Please contact me at info@starlingmemory.com and I will do my best to answer any inquiries within 24-48hrs.

 

 

FAQS + IMPORTANT INFO

 

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