FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

• HOW LONG DOES THE SUBCRIPTION LAST?

  The subscription plan has a minimum duration of 12 months and continues on a month-to-month basis thereafter. You can cancel at any time after the initial 12 months. Please note that if you cancel, you will not retain ownership of the site.

• IS THE $100 PER ADDITIONAL PAGE ONE TIME OR MONTHLY?

  The $100 fee for each additional page is a one-time charge, not a recurring fee. So, if you need 3 extra pages, it will cost $300 total, not $300 per month.

• ARE THERE REFUNDS?

  When you sign a contract, whether it's a lump sum or subscription, we guarantee a full refund of your initial payment if we cannot create a design you are completely satisfied with and you decide not to proceed. However, once we begin building the site, refunds are no longer available. Any refunds after that point are at our discretion.

• WHAT IF I CANCEL AFTER THE 12-MONTH MINIMUM AND DECIDE TO RETURN?

  All you need to do is sign a new 12 month contract.

• WHAT HAPPENS IF I CANCEL BEFORE THE 12-MONTH PERIOD IS UP? 

  If you cancel before the 12 months, you’ll be responsible for paying the full cost of the site ($1500), minus any payments you’ve already made. We value long-term relationships with our clients and seek to work with those who share this same approach.

• HOW DO YOU HANDLE LATE PAYMENTS?

  Each invoice includes a 7-day grace period for payment. If an invoice isn’t paid within 7 days, a $25 late fee will be applied. For subscription plans, if multiple monthly invoices remain overdue for an extended period, we may cancel the contract, and the client will be responsible for paying the full price of the site. While we are generally flexible and understanding in certain situations, offering support when needed, we must take necessary steps if there is a lack of communication or response to our messages to ensure we are compensated for our time and efforts.

• WHAT PAYMENT METHODS DO YOU ACCEPT AND HOW DO YOU PROCESS PAYMENTS? 

  We issue email invoices through Stripe, which provides a link to a secure page for entering payment details.

• ON SUBSCRIPTIONS, DO I KEEP PAYING AFTER THE 12-MONTH MINIMUM?

  Yes, subscriptions are ongoing. After the initial 12-month period, you will continue to pay monthly. It typically takes us 2-3 years to earn what we would have received from a lump sum project. Ideally, we aim for clients to stay with us for at least 5 years, which makes receiving payments over time financially viable. By then, the website will likely provide more than $150 a month in value, meaning the site will essentially pay for itself. We hope our clients continue to see the value in our work and keep paying monthly, allowing us to keep delivering quality service.

• CAN I BUY OUT OF MY SUBSCRIPTION AFTER THE MINIMUM PERIOD?

  No, there is no option to buy out of the monthly subscription after the minimum period. As mentioned earlier, it takes 2-3 years, including hosting fees, to earn what we would have made with a lump sum project. This policy is in place because subscriptions only work financially if a client stays for 5+ years, making it worth the wait for payment. It's not sustainable for us to wait 2 years for full payment and then lose that recurring revenue. Being paid upfront for a project is much more beneficial for both parties. We rely on this steady monthly income to provide consistent service, so we can focus more on our clients’ websites and support, rather than constantly having to sell to cover bills. If clients were to buy out of their subscriptions regularly, we'd have to spend more time selling to replace that income, which would ultimately affect the quality of service we provide.

• CAN I ADD UNLIMITED  EDIT AND SUPPORT TO THE LUMP SUM PACKAGE ?

  Yes! We offer an add-on for unlimited edits and support at $50 per month, with a 12-month minimum commitment. This service cannot be turned on and off on a monthly basis. If you choose to cancel and later wish to restart it, you’ll need to sign another 12-month commitment.

• WHAT'S THE DIFFERENCE BETWEEN LUMP SUM AND SUBSCRIPTION?

  The main difference lies in the cost structure—long-term versus short-term. With a subscription, you'll pay more over time, but in smaller, more manageable monthly payments. The lump sum option requires a larger upfront payment, but you save money in the long run as it covers both the design and development costs right away. When choosing between the two, it depends on your cash flow and whether you prioritize short-term or long-term savings. If you prefer to avoid a large upfront cost and value ongoing service, the subscription is the better choice. However, if you don’t need continuous service and want to save in the long term, paying upfront might be the best option.

• DO YOU OFFER E-COMMERCE SITES UNDER THE SUBSCRIPTION PLAN?

  No, we do not. E-commerce sites require significantly more work to set up compared to a regular business website. Due to the higher costs involved, we are unable to offer them for $150 a month.

• DO I KEEP MY DOMAIN IF I CANCEL A SUBSCRIPTION?

  Yes, you retain ownership of your domain.

• HOW LONG DOES THE PROCESS TAKE FROM START TO FINISH?

  Typically, we complete a website within 2-4 weeks, depending on how quickly clients respond to our content and image requests, as well as the availability of our designers and developers. In some cases, it can take 2 weeks, and in others, it may take 3.

• DO I KEEP MY SITE IF I CANCEL THE SUBSCRIPTION?

  No, otherwise everyone would cancel and we’d go out of business! However, you will retain ownership of your domain and all assets.

• DO WE OWN OUR DOMAIN?

  Yes, you own your domain. We don’t hold onto it. Even if we purchased the domain for you, we will transfer it to you if you cancel your subscription.

• WHY CHOOSE CUSTOM CODE OVER WORDPRESS? WHAT ARE THE ADVANTAGES?

  Custom coded websites offer several key benefits over WordPress, including better security, faster load times, and easier maintenance. Unlike WordPress, we don't rely on plugins, which means less bloat and fewer updates to manage. With custom coding, you avoid the risks associated with frequent WordPress updates, such as security vulnerabilities and potential site redirects.

  In terms of security, our custom sites don’t use databases, so there’s nothing for hackers to target. This makes our sites inherently more secure without the need for constant updates or the threat of ongoing attacks. Essentially, there’s no way for hackers to break into our sites, no matter how hard they try. Additionally, custom coding allows for greater flexibility and customization, all while keeping costs lower in the long run.

• HOW DO I REQUEST EDITS FOR MY SITE? 

  Send an email to contactsouthwestweb@gmail.com and it will go into our ticketing system where our team can read and fulfill your requests and mark as complete.