Terms and Conditions

CORE PURPOSE

“Our core purpose is to assist others in achieving their business goals through positive relationships and quality products.”

PHILOSOPHY

These terms are meant to be fair for everyone. If something ever feels unreasonable, just bring it up — we’re always open to a conversation.

COMMUNICATION

• Primary communication is by email to keep a written record of all requests and issues.
• Emails are answered promptly Monday–Friday during business hours.
• All web accounts are monitored 24/7 — if something needs urgent attention, our systems will alert us even after hours. In the rare event that you find a major error on your site before we do, please call our office, even if you need to leave a message; we will get attention on your site quickly, often within minutes.
• Client calls should go through our primary business phone number only — please do not contact team members on personal phones, especially after hours or on weekends.
• By providing a mobile number, you consent to receive SMS messages from Ward Design Group. Message and data rates may apply.

SCOPE CREEP & PROJECT SCOPE CHANGES

Every project begins with a clearly defined scope — an agreed-upon set of deliverables, pages, features, and timelines outlined in your proposal or project agreement. That document is the foundation of our working relationship and the basis for your quoted price.

Scope creep occurs when requests, revisions, or expectations expand beyond what was originally agreed upon. This can happen gradually — an extra page here, a new feature there — but the cumulative effect impacts our time, resources, and ability to serve all of our clients well.

Examples of scope creep include, but are not limited to:

• Adding pages, sections, or features not included in the original proposal
• Requesting a change in design direction after a concept has been approved
• Expanding the number of revision rounds beyond what was agreed upon
• Introducing new goals, audiences, or functionality mid-project
• Requesting work that falls outside the service type originally contracted

When a project moves outside its original scope:

Ward Design Group will notify you as soon as we identify that a request falls outside the agreed scope. At that point, we will pause on the out-of-scope work and provide a written estimate for the additional time and cost before proceeding. No additional work will be performed without your written approval of the revised scope or change order.

Out-of-scope work is billed at $150/hour in quarter-hour increments, consistent with our standard overage rate.

We never want scope discussions to feel adversarial — our goal is always to deliver something you’re proud of. If your needs have genuinely evolved since the project began, that’s okay. We handle these types of issues as transparently as possible, so there are no surprises for either party.

EDITS & REVISIONS

• Our standard turnaround for website edits is 4 business days.
• Turnaround time depends on staff availability, current workload, and the order in which your edit requests were received.
• If your edit request is time-sensitive, let us know upfront — we will always do our best to prioritize urgent requests. 

WEBSITE MAINTENANCE RETAINERS

Your monthly retainer dictates the amount of time dedicated for edits.

Tier 1

Allows up to 30 minutes of edits per month.
Best for minor, routine updates like text changes, image swaps, or small content edits.

Tier 2

Allows up to 1 hour/month.
Best for clients with more frequent or slightly more complex update needs.

Tier 3

This is customizable for complex and e-commerce websites.
Best for clients with more frequent or slightly more complex update needs.

WHAT RETAINER TIME COVERS:

• Text, image, or media updates
• Minor layout or content adjustments
• Plugin or software updates (where applicable)
• Small bug fixes or formatting corrections

OVERAGE BILLING:

Any time beyond your monthly allotment is billed at $150/hour, in quarter-hour increments. 

A few important notes:

• Unused time does not roll over month to month.
• Larger projects or redesigns are outside the scope of the retainer and will be quoted separately.
• Retainer time resets on the first of each month.

DOMAIN NAMES

• Your domain name belongs to you, the client.
• For management purposes, domains may be listed under Ward Design Group or Ward Media Group — this is administrative only, not ownership.
• Domains are renewed annually on December 1st at $35/year.
• If your domain is managed through an outside provider (GoDaddy, Web.com, etc.), you are solely responsible for renewals — Ward Design Group has no obligation for maintaining the registry.

PROOFING & APPROVAL

• You will have the opportunity to review and approve all work before it goes live.
• Once you give approval and the site launches, you are confirming you are fully satisfied with the work.
• Any changes requested after approval are subject to standard billing.

BILLING

• All billable work is estimated before work begins.
• Overages beyond your plan’s allotted time are billed at $150/hour in quarter-hour increments.
• There are no rollover minutes.

PAYMENTS & LATE FEES

• All payments are non-refundable once made.
• Payments more than 10 days late are subject to a $25 late fee.
• Accounts unpaid for more than 60 days are subject to suspension (website and email).
• Reinstatement after suspension requires payment in full plus a $150 reinstatement fee.
• If unpaid beyond 90 days, Ward Design Group reserves the right to claim ownership of all associated intellectual property, including domain names and email accounts.
• To receive a full website backup and domain transfer after suspension, full payment plus the $150 suspension fee is required.

INSUFFICIENT FUNDS / FAILED PAYMENTS

• A failed payment triggers a $45 NSF fee.
• A second NSF fee of $45 applies if the account remains unpaid for 60 days.
• At 90 days, the account is subject to suspension, with all the terms above applying.

REFUNDS & DEPOSITS

• Deposits cover the cost of labor and creative work invested in your project.
• If we are unable to reach a satisfactory result after multiple attempts, Ward Design Group will waive the remaining balance — but the deposit is non-refundable.

SEPARATION (After 12 Months)

• Either party may end the agreement professionally and civilly after the initial 12-month period.
• Upon written cancellation, Ward Design Group will provide a full backup of all website files, designs, photos, and videos.
• Your domain name will be unlocked and ready for transfer.
• Both parties agree to complete the transition within 30 days of written notice.
• The incoming web host is responsible for migration, new account setup, and domain transfers.
• There will be one final invoice upon cancellation. Additional monthly billing applies if the move takes longer than 30 days. No prorated invoices.

EARLY SEPARATION (Within First 12 Months)

• New clients agree to a 12-month minimum commitment.
• Canceling within the first 12 months means you will be invoiced for the remaining months of your agreement.
• All work will be handed over once the final balance is paid in full.

LICENSING

• Software licenses purchased during your time with Ward Design Group (themes, plugins, add-ons, etc.) remain the property of Ward Design Group.
• If you move to a new host, they are responsible for obtaining and maintaining new licenses on your behalf.

RIGHTS TO SUBMITTED MATERIAL

• You confirm that any photos, graphics, text, or other content you provide is yours to use and share.
• You are responsible for ensuring that submitted materials do not infringe on any third-party copyrights or intellectual property rights.

CONFLICT RESOLUTION

• If you have a concern, email us first and give us a fair chance to make it right.
• If the issue is not resolved within 30 days of written and verbal communication, both parties agree to enter third-party mediation.

SMS COMMUNICATION

• SMS messages are only sent to contacts who have opted in.
• Messages may include appointment reminders, payment reminders, and account updates.
• Mobile opt-in data is never shared with third parties for marketing purposes.
• To opt out, reply STOP or call 904-540-9933.
• For help, reply HELP or visit thewarddesigngroup.com/contact.
• Message and data rates may apply.

LEGAL & ADDITIONAL TERMS

• In any legal dispute, the prevailing party recovers all expenses, including attorney’s fees.
• Ward Design Group’s liability is capped at the amount you paid in the 12 months prior to any claim.
• You agree to hold Ward Design Group harmless from any claims arising from work performed on your behalf.
• This agreement is governed by Florida law, with jurisdiction in St. Johns County.
• If any part of this agreement is found unenforceable, the remainder stays in full effect.
• This agreement may only be amended in writing, signed by both parties.

CHILDREN’S PRIVACY

This website and its services are not intended for children.