POLICIES

Good work starts with clear expectations.

These policies explain how Hive & Heart operates, what's included in our services, and what we expect from each other. Please read them before booking or making a payment.

By accepting a quote, signing an agreement or making payment, you agree to the applicable terms below.

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1. General Policies

These policies apply to all Hive & Heart services unless otherwise stated in your written quote or agreement.

Quotes & Project Scope

All projects are reviewed and quoted based on their requirements, complexity and deliverables.
Prices advertised as "starting from" are minimum prices, not fixed prices for every project.
Your quote will outline the agreed scope, price, deliverables, timeline and applicable revision allowance.
Any work requested outside the agreed scope may require an additional quote and payment.
Submitting an enquiry does not guarantee acceptance of a project.

Payment

Full payment is required before work begins unless a different payment schedule is agreed in writing.
Projects with milestone payments will follow the payment terms outlined in the approved quote or agreement.
Work will not begin until the required payment has been received and confirmed.
Final deliverables may be withheld until all outstanding balances are settled.

Project Start & Timelines

Production timelines begin only after the required payment, approved brief and necessary project information have been received.
Business days are Monday to Friday, excluding Jamaican public holidays.
Delays in receiving content, approvals, feedback or payment may affect your delivery timeline.
If a client delay affects the agreed schedule, Hive & Heart may assign a revised production date based on availability.
First-draft timelines refer to the initial design or deliverable, not necessarily the completed project.

Client Responsibilities

Clients are responsible for:

Providing accurate project information and instructions.
Supplying required logos, photographs, text, documents and other content by the agreed deadlines.
Reviewing submitted work and providing clear, consolidated feedback.
Ensuring they have permission to use all materials supplied to Hive & Heart.
Responding to requests for information and approvals within the agreed timeframe.

Revisions & Additional Work

Revision allowances are specified in your quote or service agreement.
A revision means adjustments to work already created within the approved brief.
New concepts, additional deliverables, substantial changes in direction or changes to previously approved work may be treated as additional work.
Revision requests should be submitted together as one consolidated set of feedback.
Additional revisions are quoted separately.

Rush Requests

Rush delivery may be available depending on our schedule and the nature of the project.
Rush requests may attract an additional fee.
A requested deadline is not confirmed until Hive & Heart agrees to it in writing.
Rush fees cover priority scheduling and are not refundable solely because a client later changes their deadline.

Communication & Approvals

Project communication takes place through our agreed communication channels.
Important instructions, revisions and approvals must be provided in writing.
Verbal discussions do not automatically change the approved project scope.
Hive & Heart may request written confirmation before proceeding with significant changes.

Refunds & Cancellations

Clients may request cancellation in writing.
If work has not started, any refund will be assessed based on costs already incurred and any applicable non-refundable charges disclosed before payment.
If work has started, Hive & Heart may retain payment for work completed, time committed and non-recoverable project expenses.
Any remaining refundable balance will be calculated and communicated to the client.
Where Hive & Heart cannot complete an agreed service, an appropriate refund or other remedy will be offered in accordance with applicable law.
Nothing in these policies limits a client's rights under applicable Jamaican consumer protection law.

2. Service-Specific Policies

A. Fast-Track Website Design

Starting price: JM$200,000

What's included

The website features, number of pages, design requirements, copywriting, revisions and other deliverables will be specified in the approved quote.

First-draft timeline

The first website draft is prepared within 3 business days after the strategy session is completed, payment is confirmed and all required materials are received.
The 3-business-day promise applies to the first draft, not the completed and launched website.
Additional pages, features, integrations or significant changes may require additional time and fees.

Client content

Clients must provide the required business information, photographs, logos, access credentials and other agreed materials.
Copywriting assistance is included within the agreed website scope.
Extensive research, additional content development or specialist integrations may be quoted separately.

Third-party fees

Domain registration, website subscriptions, premium applications and other third-party charges are handled according to the approved quote.
Any recurring third-party fees remain the client's responsibility unless otherwise agreed.

Revisions & launch

The included revision allowance will be stated in the quote.
Additional revisions or changes outside the approved scope may attract additional fees.
Launch dates depend on timely approvals, required access and completion of outstanding project requirements.
Hive & Heart does not guarantee specific search engine rankings, traffic, enquiries or sales.

B. Website Audits

Starting price: JM$65,000

Scope

The standard audit covers up to 5 selected, publicly accessible website pages.
Reviews focus on visible website design, content, presentation and customer experience.
Technical SEO audits, backend diagnostics, analytics reviews, security assessments and development work are not included unless separately agreed.

Delivery

Your branded PDF audit report is delivered within 3 business days after payment and all required details are received.
Recommendations are based on the website's condition at the time of review.

Implementation

Website changes, redesigns and implementation of recommendations are not included.
These may be quoted separately if requested.

Results

The audit provides professional observations and recommendations, not guaranteed improvements in traffic, conversions, rankings or revenue.

C. Graphic Design

Starting price: JM$12,000

Scope

Graphic design projects are priced according to the type of design, complexity, quantity and required work.
The advertised starting price does not apply to every design type.
Brand identity, multi-piece campaigns and other complex projects may require custom quotes.

What's included

Creative direction, design and copywriting assistance within the approved scope.
One round of revisions unless otherwise stated in your quote.
Final files in the formats agreed for the project.

Turnaround

Standard projects receive a first draft within 3 business days after payment, brief approval and receipt of required materials.
Larger or more complex projects may have different timelines.

Exclusions

Physical printing and production are not included.
Editable source files are not included as standard and may be quoted separately.
Additional design concepts, revisions or deliverables may attract additional fees.

D. Animation & Motion Graphics

Starting price: JM$25,000

Scope

Animation pricing depends on duration, style, complexity, number of scenes and required assets.
Services may include animated flyers, promotional graphics, logo animation and text-based motion graphics.
Filming, complex character animation and full video production are not included unless expressly quoted.

Production

Standard animation projects receive a first draft within 3 business days after payment, approval of the brief and receipt of required materials.
Larger or more complex projects will have individually agreed timelines.

Revisions

One round of revisions is included unless otherwise stated.
Changes to approved concepts, scripts, storyboards or animation direction may require additional fees.
New scenes, additional formats or substantial changes after animation begins may be treated as additional work.

Deliverables

Final animation files are supplied in the agreed formats, such as MP4 or GIF.
Editable project files are not included as standard.
Voiceovers, licensed music, specialist assets and other production requirements will be included or excluded as specified in the quote.

E. Publications & Corporate Design

Pricing: Custom Quote

Scope

Publications and corporate design projects are individually quoted.
Services may include annual reports, company magazines, corporate profiles, brochures, catalogues, presentation decks and investor materials.
Pricing depends on page count, content requirements, complexity and deliverables.

Content & Copywriting

Copywriting, editing and content organisation may be included within the approved scope.
Extensive research, interviews, data collection, fact-checking and specialist writing are not automatically included.
Clients remain responsible for the accuracy of supplied information, financial figures, statistics and claims unless verification services are expressly included.

Timelines

Each project receives an individually agreed production schedule.
The standard 3-business-day first-draft promise does not automatically apply to publications or complex corporate projects.
Delays in receiving content, approvals or feedback may affect delivery.

Revisions & Deliverables

Revision rounds, proofing stages and final file formats will be specified in the quote.
Significant content changes after layout approval may attract additional fees.
Printing, physical production and editable source files are excluded unless expressly included.

3. Intellectual Property & Usage Rights

Client-Provided Materials

Clients confirm that they own or have permission to use all photographs, logos, text, documents and other materials supplied for their projects.
Clients are responsible for any third-party rights or permissions associated with those materials.

Final Deliverables

Once full payment has been received, clients receive the usage rights or ownership rights expressly stated in their agreement.
Unless otherwise agreed in writing, ownership of Hive & Heart's working files, unused concepts, templates, processes and internal design resources remains with Hive & Heart.
Third-party fonts, stock images, music, software and other licensed materials remain subject to their respective licence terms.

Portfolio Use

Hive & Heart may request permission to showcase completed work in its portfolio, website or marketing materials.
Confidential or unreleased client materials will not be publicly shared without appropriate authorisation.
Any confidentiality arrangements agreed in writing will be respected.

4. Confidentiality & Privacy

Information shared for the purpose of preparing a quote or completing a project will be handled with reasonable care.
Client information will be used for project communication, administration and delivery, and as otherwise explained in our Privacy Policy.
Confidentiality requirements beyond standard business practices must be agreed in writing before the relevant information is shared.
Clients should avoid sending passwords or sensitive credentials through unsecured channels.

5. Service Limitations

Hive & Heart provides professional creative and advisory services but does not guarantee particular commercial outcomes.
Results may depend on factors outside our control, including customer behaviour, market conditions, advertising activity and third-party platforms.
Clients are responsible for reviewing and approving final content before publication or distribution.
Any specific warranties, remedies or liability limitations will be governed by the applicable written agreement and Jamaican law.

6. Governing Law

These policies are governed by the laws of Jamaica.
Any dispute arising from a project will first be addressed through good-faith communication, without limiting either party's legal rights or remedies.

7. Agreement

By approving a quote, signing an agreement or making payment, you confirm that you have reviewed and accepted the policies applicable to your project.
Where a signed service agreement contains different terms, the signed agreement will take precedence to the extent permitted by law.
Hive & Heart may update these policies from time to time. Changes will not retroactively alter the terms of an existing confirmed project without agreement.

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