Question 1

Turnaround | how long does it take?

Accepted Answer

The estimated turnaround time is generally 30-60 business days.

We love when and encourage our clients to be responsive and prompt in the creation process. This is the best way to avoid any delays.

Question 2

Cancellation | what if I need to cancel the project?

Accepted Answer

Here's our cancellation policy.
 
If the service provider is the one to cancel the project, you will receive a full refund.
 
If cancellation is requested by you prior to the start of the project, a refund of 50% of the final bill will be provided.
 
If however, the cancellation prior to the start of the project is due to an "act of God" (e.g., political unrest, natural disaster), you will be reimbursed in full.
 
If part of the service has been fulfilled (e.g., first draft), but cancellation is requested by you, this cancellation will be non-refundable.

Question 3

Creation Process | what should I expect?

Accepted Answer

After an initial brief with the client, the service provider will work on creating the project. Once the project is ready for review, an email will be sent to notify the client.

Using the tool presented in said email, the client will be able to share all of their feedback on the project (please note that this process only applies to design and video, not photography). Once feedback has been shared, the service provider will make the necessary changes, and the project will be sent for delivery.

Please also note that if 2 or more rounds of reviews are requested by the client, a fee of $30 per hour may be added to the final bill.

Please note that if the project faces delays of 1-2 weeks, such as waiting for assets (ex: photos or logo) from the clients, this will impact the turnaround time, and the project delivery date may be pushed to the following month or quarter. For delays of 15-30 days after a notice, the client may also be subject to a 5% delay fee. After 30 days of delays, the second half of the bill will be requested, and the project itself will be delivered as is.

However, if the project faces delays of 15-30 business days after the estimated turnaround time (of 30-60 business days), brought on by the service provider, the client will receive a refund of 5% of the final bill.

Question 4

Communication | how will we communicate?

Accepted Answer

We love and urge our clients to use email over text or direct messages for all communication. This allows our team to be aware of all the information that's shared, and to react accordingly. This also allows us to have records of all our communication with our clients.

Our email address is the following: info@kayasah.com.

We understand that certain aspects of communication might require a more direct, personable and interactive medium. In that case, please contact us and we'll schedule a 15-minute Check-In meeting (which we conduct using Google Meets).

Question 5

Delivery Method | how will I receive the project?

Accepted Answer

▻ For photo - video - graphic design
Please note that all items will be delivered electronically via WeTransfer. Once transferred, it will be the responsibility of the client alone to promptly download and safekeep the project items.
 
▻ For websites
Please note that web design projects are created and delivered via the Wix platform. Once the site has been delivered, we will no longer be in charge of changes or edits. You will be provided and be able to use a Handover Document to guide you as you make changes when necessary.

Question 6

Use of Content | what will happen to the project afterwards?

Accepted Answer

Please note as well that the finished project may be used as part of the Kayasah portfolio and on social media platforms to develop future business, unless the client makes a request, declining this activity.

Question 7

Payment | when + how can I pay?

Accepted Answer

In order to move forward with this project, an initial payment of 50% of the final amount, two to four (2-4) weeks prior to the start date of the project, will serve as your confirmation deposit.

The final amount will be due once the project is ready for delivery. This does not apply to consultations and social media recurring services, which are paid in full 2 to 4 weeks prior to the date of the session.

Payments can be made online, via HoneyBook. Please note that partially paid invoices outstanding, 30 days after the first notice that the project is ready for delivery, will be subject to a 5% per month late fee.

answering your questions