Client Policies

Updated: October 18, 2017

Information on this page supplements any payment language found in your contract.  Should a discrepancy be found, your contract will supersede this information.

Invoicing and Payments

Invoices — All Account Types

Invoices are due on the 1st of every month unless otherwise stated on the invoice. Late payments will have a 5% late fee added (at least $5) to their account. Accounts are suspended if not paid by the 5th of every month

We accept Cash, Business (Organization) Check or Credit Card payments for invoices.  We also accept PayPal.

One-Time Services and Work Orders

Our “WordPress Tweaks” services are prepaid services. Only online payments accepted.

Work orders by clients with Vestra Interactive web services are due as follows:

Project estimated cost is less than $50: Total is billed upon completion and due upon receipt.

Project estimated cost is more than $50: A 50% deposit of the estimated cost will be required prior to the beginning of work.  The remaining 50% plus any other costs will be billed at completion and will be due upon receipt.

We will not make changes/work order projects live until the balance has been paid in full.

IT Clients

Remote Assistance and Malware Scanning are prepaid services and must be paid before we start work.

All recurring IT clients will use the same schedule as stated in the All Account Types section.

Payments — All Account Types

We prefer electronic payments whenever possible as this saves both of us time and also the environment.  Yet, many businesses prefer to write a check for our services and that is fine.  We will not accept a personal check and we will not start work or launch your project until the check has cleared our bank.  Also, if for whatever reason your check doesn’t clear, we charge a $35 administrative fee.  If we have not heard from you within 72 hours of our notice of returned check, we will turn your account over to the prosecuting attorney’s office for collection.

Please note:  If you use online bill pay to pay your invoice, we will most likely not receive your check for several days.  In our experience, it takes between 3 and 5 business days for your bank to issue the check and then however long the postal service takes to deliver it.  Please take this into account when paying your invoices with online bill pay.

Payment Agreements

We understand that people fall on hard times from time to time and businesses are no different.  Rather than have your account suspended, if you are a hosting, support, or managed client and find yourself in a situation where you feel like you cannot pay your invoice, simply contact us and request a payment agreement.  We will require a 30% deposit of your total amount due and we will split the remainder between your next two invoices.

This program may be used up to two times per year and is not available for individual project invoices, WordPress QuickFix, suspended or terminated accounts, or website development invoices.

Suspended Accounts

Accounts which are more than 5 days past due, or who have had a check returned unpaid by their bank are subject to account suspension.  Suspended accounts will have their websites display a suspension page and no traffic will be allowed to access your website.

Suspended accounts are subject to a service fee of up to $50 to have their accounts reactivated.  This fee, in addition to any past due balance, must be paid before account reactivation.

Vestra Interactive also holds the right to suspend your account for violating any of our hosting policies.

Account Termination

Accounts suspended for more than 7 days, will have their website removed from our live servers.  We will hold a backup of your site for a period of 30 days from the date of termination should you wish to restore your site.  We will not release the backup file to you, nor will we restore your website, until all prior balances, including fees and charges, are brought current.  We reserve the right to charge up to $150 for a Vestra Interactive employee to restore your website.  Should your account still carry a balance after 30 days, your archive will be deleted and we will be unable to restore your website.

Should you decide to cancel your account, which is currently in good standing, with Vestra Interactive, we will allow you 72 hours, or the remainder of your paid term, to remove your files and update your DNS settings to reflect your change in provider.  We will hold a backup of your site for a period of 30 days from the date of termination should you wish to purchase the archive.

*Emergency work is defined as any work required to keep the site online or our services stable.  It does not include last-minute changes to the site or content updates.

*Other one-time projects include, but are not limited to, page SEO, marketing or other add-on services not billed as a monthly package.

Timelines

Standard Website Design

We estimate a website will take 30-45 days from the beginning of development to launch.  Sometimes we over estimate, other times we underestimate, but we strive for our 30-45-day launch window.  During this time, we will be in constant communication with regards to designs, templates, features and more. It is very important that you get back to us in a timely manner to meet our launch goals.

Rush Website Design

Sometimes, however, clients need a project launched sooner than 45 days.  Projects that need to be launched sooner than that can be rushed for a 30% surcharge of your estimated project cost.

Please note that a rush order does not bump other clients off the production schedule, but rather give you priority for open slots.  Also keep in mind that by speeding up production, you are also agreeing to an accelerated meeting and content delivery schedule that you must meet to keep the rushed development schedule.

Website Production Delays

Delays in the production of your website are generally caused by slow communication (or lack thereof) from the client.  We do the vast majority of our communication via email, so be sure to check your email daily during production to make sure you don’t miss an important piece of information.

Should production be delayed by more than 10 days, we will remove your project from our production calendar.  Should we not hear from you in 30 days, we will assume you want to stop production and archive the project for 90 days and remove it from the development server.  A one time charge of $99 is due prior to resuming development of your project during the 90 day archive period, after which time the archive will be deleted.

IT and Website Support and modifications

We understand that some clients like to work late into the evening and on weekends and appreciate their dedication.  While our support hours are Monday through Friday from 9 AM central time to 4 PM central time, we do offer after hours service for an additional fee:

 

Managed Clients Stand Alone / Hosting Clients

Standard

$50/hr

$90/hr

After 4 PM and Weekends

$75/hr

$150/hr

Third Party Hosting

Should you choose to host your Vesta Interactive designed website on a 3rd party server, we are ok with that.  However, we do charge a small markup to match your live server as much as possible during production to minimize issues post-launch.  Further, you agree to allow us access to your hosting account for the duration of the development of your website and for a period of 15 days after launch to squash any bugs or make any post-launch changes for site-stability.

We cannot offer you server-side backups or site monitoring services for your website, as we do not control your server and have no access to its master control panel after the initial 15 day launch period.  Further, managed hosting options are not available to clients hosting on 3rd party servers.

We do offer site migration services for clients wishing to move their hosting to Vestra Interactive.  Prices are as follows:

Simple Website migration from 3rd party to Vestra Interactive:    Starting at $75 and includes updating clients DNS “A”, “CNAME” and “MX” records, packing and moving the website, and a site scan to make sure the move was successful.

Complex Website migration from 3rd party to Vestra Interactive:  Starting at $150 and includes moving the clients DNS records from their current host to Vestra Interactive, packing, moving and testing the site, and re-creation of any mailboxes that were on the old server.  Includes domain transfer.

We do not host non-Vestra Interactive developed websites or Vestra Interactive sites that have been modified significantly from the time of launch.  Should you have a non-Vestra Interactive website or a Vestra Interactive website which has undergone significant modifications from its original design, we recommend hosting with Inmotion Hosting.