EXPECTATIONS - what you can expect from us, and what we expect from you
We have an official terms of service that the lawyer wrote up, which you can find here: Legal Terms of Service but in normal, human, friendly words, this is what you can expect from us, and what we expect from you. 🙂
PLEASE NOTE: A HOSTING PLAN WITH US IS REQUIRED
Our sites come as a package deal: the setup and customization fee, and the monthly hosting and maintenance fee for ongoing hosting and maintenance of the site.
Your site, designed by us, can not be moved to another website host. You are welcome to move to another website host at any time, however, you will have to arrange for another website design, as the ones we build on our platform can not be moved to a different platform.
SETUP AND CUSTOMIZATION: When you reserve your date for your site setup and customization, we block that time off for YOU. That means we turn away other work during that time. For this reason, the setup and customization fee is non-refundable. Cancellations and rescheduling is not allowed.
MONTHLY HOSTING AND MAINTENANCE: You may cancel your subscription at any time. The cancelation will go into effect on the first business day after you submit your cancellation request. You must submit this request via email to firstname.lastname@example.org.
If the cancellation is received prior to your renewal date, you will not be charged going forward.
No refunds will be given for subscription periods already started. If your refund request is received on or after your subscription renewal date, you will not receive a refund for that subscription term. Your site will remain active through the end of that term, and you will not be charged going forward.
EXCEPTION - annual renewal policies canceled within 10 days of the renewal date will be refunded minus a $25 cancellation fee to cover our time and non-recoverable fees from our merchant service.
Sites can not be moved from our platform to another platform, so in the case of cancellations, your site will become inactive on our servers on the day after your cancellation goes into effect.
Payment for setup and customization fees are non-refundable. When you reserve your spot we are blocking off that time for YOU so that we can give you and your site our full attention. This means that that time is no longer available for others to book, and if you cancel that is a full week’s income that is lost.
For this reason, sales are final and non-refundable.
Hosting and maintenance fees are non-refundable as well. We do not offer prorated refunds, even if you cancel the day after your subscription is processed. The only exception is for annual plans. Those are refundable if canceled within 10 days of the renewal date, minus a $25 fee to cover our time, and the non-recoverable fees from our merchant.
You can change to a different plan at any time. If you are upgrading to a more advanced plan, the change can go into effect immediately if you wish. You will be charged a prorated rate for the additional amount due.
If you upgrade your plan, and the new plan includes additional pages, there will be a fee to design those additional pages. We will confirm this prior to the upgrade, but it will never be more than the difference in the setup between your current plan and the new upgraded plan.
If you choose to downgrade to a lower plan, the change will go into effect beginning with your next billing cycle. You will lose any additional features - extra photo allowance, additional pages, etc. If you do not choose which photos, pages, users, etc. you would like removed, we will make that determination for you.
No refund will be given if you downgrade your plan in the middle of a billing cycle.
CONTENT PROVIDED BY YOU
Your responsibility - Submitting content on time:
When you book a site with us, we block off time for a team member to dedicate to your site.
We can not extend the time if your content is not ready or turned in on time.
If your content is not turned in by the start date you reserved, we will build the site using our starter content. Any changes requested after that date will be charged our update fee of $70 per hour charged in 30-minute increments (meaning a job that takes 15 minutes will be charged the 30-minute price of $35, and a job that takes 50 minutes will be charged the 60-minute price)
Most jobs will take 30 minutes or less.
Changes to logo, brand colors etc. after start date
If you change your logo, brand colors, or other details after the start date, this will be done as time allows, and possibly after the handover of your site.
You will be charged our update fee of $70 per hour charged in 30-minute increments (meaning a job that takes 15 minutes will be charged the 30-minute price of $35, and a job that takes 50 minutes will be charged the 60-minute price)
A simple logo change will take less than 30 minutes. If all of the site branding (button colors, etc.) needs to be updated that typically takes an hour.
CONTENT PROVIDED BY US
You are welcome to use our content until you are able to write your own. We will also do our best to find photos to match your specialties and brand personality.
The text and images we provide are not exclusive to your site. They may be found on other sites within our network, and on the internet in general. You do not own the rights to them and can not use them on other sites, other marketing materials etc.
The text we provide is written in-house, and is the property of Travel Geniuses.
The images are often sourced from stock photo websites, or free image depositories online. If you would like to use these images elsewhere you must get permission from the owner of the image directly.
If your plan includes revisions, you will be limited to the number of revisions included. A revision is a request to change something on the site, and includes all changes requested at that time. Essentially, if we have to log into the site and make changes, that is a revision, no matter how many things you've asked us to change.
So - if you ask us to change the size of a font, that is one revision. If you ask us to change the size of a font, and a photo, and the color of the buttons, as long as they are requested at the same time, that is one revision.
It’s better to comb through the entire site, make a list of any changes you’d like to make, and submit ALL of them at once. This is ONE revision. We will then make the updates and submit it to you for review. If you have additional change requests, again, we suggest combing through the entire site and submitting all of your requests at once.
ADDITIONAL REVISIONS: any revisions beyond those included in your plan will be made at our current hourly rate of $70 per hour, charged in 30-minute increments (meaning a job that takes 15 minutes will be charged the 30-minute price of $35, and a job that takes 50 minutes will be charged the 60-minute price)
UPDATES TO YOUR SITE:
You DO have the ability to update most of the content yourself. There are some design elements that can not be edited by you, including (but not limited to) Header images, Header text, menu items, footer menu items, and some primary images on the site.
If you need this edited after your website has been released to you, you will be charged our regular update fee. This fee is currently $70/hour, charged in 30-minute increments, with a 30-minute minimum charge.
We’ve made it very easy for you to edit most of the content on your site. Occasionally, due to layout constraints, the text you add might not look right within the site. If you would like us to help you make this work, we are happy to do that! But, again, this is subject to the same update fee of $70 per hour, with a 30-minute minimum.
You are responsible for purchasing your own domain name. We could do this for you, however, it really is in your best interest that YOU own and control this.
We would never steal your site or domain name from you, but have heard stories of unscrupulous hosts holding a site hostage because they purchased the domain name for their client. We don't ever want you to have to worry about that, so don't offer this service.
We do not host your email, and we do not troubleshoot email issues. You will have to make alternate arrangements for this. We recommend Google’s Gsuite, which starts at just $6 a month (this is exactly what we use!)
We do not provide any legal documents for your site, although we do highly recommend them.
That said we are not responsible for their work. 😉
SUPPORT RESPONSE TIMES:
We will respond to all support tickets within 48 hours, excluding weekends, holidays, and planned closures.
CHANGES IN MONTHLY FEES:
We do not have plans to change the monthly price, but if we do, we do intend to grandfather current subscribers in at their current price.
That said, it's possible that there will be changes to the costs we incur for hosting and other things required to host and maintain your website, so we do reserve the right to raise prices at any time.
We will always warn you in advance, and give you the opportunity to cancel your account if you do not wish to pay the higher price.
REMOVAL OF YOUR WEBSITE:
Again, this is not something we anticipate having to do, but we do reserve the right to remove your website and cancel your account with us at any time, and for any reason.
This is really just to protect us legally in case a site owner is doing something illegal, using a trademarked name, copyrighted content without permission, etc.
NO GUARANTEE OR LIABILITY:
We will always do our best to keep your site up and running 24/7. We have invested in professional and reliable hosting, and have many things in place to reduce the risk of technical problems. However, this is technology, and things do go wrong. There was an instance not long ago when even GOOGLE was down for most of a day.
So, we don't make any guarantees about your site never having any periods of downtime or technical problems. This is not anticipated! But, like we said, things happen so we're not making any guarantees.
Also, (and this is covered in our super legal terms) we are not liable for any real or perceived loss due to technical problems or downtime experienced with your site.