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Policies and Procedures

For your peace of mind, because we DO NOT like spam,  we will never share your information with third parties unless required to do so by law or requested by you. The information we collect from you will be used to maintain your services and to represent the quality of our work to others, such as in our online portfolio.


Upon completion of a custom website design and payment of web design and development fees, the client is the owner of the commissioned website. The client may continue to use the commissioned website to promote the client’s company or organization regardless of whether he/she chooses to continue further services with Pael Digital Marketing. The client does not have the right to resell the design or development to other companies. The client does have the right to add pages to the existing site or have another company add pages onto the existing site using the commissioned website design/development. The client does not have permission to reuse pieces of our work in a redesigned website that gives another company design credit.


Website domain names are leased from domain name registration companies. When Pael Digital Marketing registers a domain name for a client, that registration will be made in the client’s name and owned by the client. Upon payment of any outstanding fees, the client has the right to use that domain name regardless of whether he/she chooses to continue further services with Pael Digital Marketing. Domain name renewal and renewal fees are included in our maintenance agreements.  If no longer paying for maintenance fees, renewal will be the responsibility of the client. If the client chooses to have Pael Digital Marketing renew the domain name on behalf of the client, an additional service fee will apply. Clients are advised to closely monitor the renewal date of a registered domain name and to verify that the renewal of said domain name has been completed. Pael Digital Marketing cannot be responsible for expired domain names.


All text and photos used as content in a commissioned website must be provided by the client (unless the client has hired Pael Digital Marketing for content development). The client must have ownership or written permission to use all content he/she provides for use. It is up to each client to ensure his/her design and/or content does not infringe on any trademark, service mark, or copyright. Pael Digital Marketing cannot be responsible for intellectual property infringements on behalf of clients. Also, Pael Digital Marketing cannot be responsible for submitted content. Clients should not mail irreplaceable photos or documents or send content that must be returned.


The initiation of a web design or development project requires a signed or electronically submitted signup form, payment of half of the initial web design/development fees (or payment in full if the entire project is $500 or less), plus the client logo or any other element that is required to be used in the design.


Projects can be hindered if the client does not provide feedback or required elements in a timely manner, such as feedback on a design mockup, requested sitemaps, text to be used as content on the web pages, photos for either the design or for the content, the client’s logo, appropriate account login information, etc. For that reason, if Pael Digital Marketing is waiting for content or other pieces of information, the client will be notified. If the client fails to handle the requests within ten business days, then Pael Digital Marketing will take any or all of the following steps to keep the project moving forward in a timely manner:

  1. MOCKUP FEEDBACK – If the client fails to give feedback on the design mockup within ten business days, by default, the mockup is approved. If the client later wishes to change the design, additional charges may apply.
  2. SITEMAPS OR PAGE NAMES – If the client fails to provide the requested list of web pages within ten business days, by default, Pael Digital Marketing will assign page names. If the client later wishes to change these page names, additional charges may apply.
  3. CLIENT LOGO – If the client fails to provide a copy of an existing logo within ten business days, a substitute logo or company name graphic may be used. If the client later wishes to change the substitute logo or company name graphic, additional charges may apply.
  4. PHOTO TO USE IN DESIGN – If the client has requested the design include a particular photo, and the client fails to provide the required photo within ten business days, a substitute photo may be used. If the client later wishes to change the substitute photo, additional charges may apply.
  5. HOME PAGE TEXT – Pael Digital Marketing will provide a content writer for homepage text. If for a period of ten business days, the client fails to be available for a telephone interview with the writer, then the writer will compose the initial text without having interviewed the client, that text will be automatically used, and the client may change it later himself using the content management system (CMS). If the client is available for an initial interview in a timely manner, then the writer will also provide one round of revisions after the initial text has been written. If, for a period of ten business days, the client fails to offer any feedback on the homepage text provided, then by default, that text is approved, and the client may change it later himself using the content management system (CMS). 
  6. TEXT AND OPTIONAL PHOTOS FOR ALL OTHER WEB PAGES – Unless the writer has been hired for additional pages, it is the client’s responsibility to provide content for all other pages on the website. If the client provides all text (and optional photos) within ten business days, then Pael Digital Marketing will add that content to the website. If the client fails to provide content for those pages within ten business days, then Pael Digital Marketing will complete those pages with simple placeholder text such as, “ABC Client offers many XYZ Services. For more information, please contact ABC Client.” The client will have the ability to add a complete content later using the content management system (CMS). 
  7. OTHER ELEMENTS OR ADMINISTRATIVE DUTIES – There may be other elements required such as passwords for existing domain names, etc. Regardless of what elements may be required, if the client cannot or will not provide the required element or information within ten business days, Pael Digital Marketing reserves the right to make substitutions, leave elements out, or take other actions in order to complete the project.


All content must be submitted electronically via email ( Contact Relation Manager (CRM) at Text must be selectable as actual text rather than as flattened images. Both text and photos/graphics must be clearly labeled with the name of the page on which they will be displayed. Content may not be submitted via fax or paper copies. Exceptions to this policy must be approved in advance and may incur a surcharge.


Due to web page load time considerations and the flat rate charged for web pages, there is a limit on what can be included in a single web page. A web page can hold the equivalent of about 2 pages of the content that would typically fit on an 8 ½” x 11” piece of paper. If the content is straight text without any pictures, tables, graphs, etc., this equates to a maximum of 2000 words. If there are pictures, or tables, etc., then less text will fit. Additionally, a web page may include up to a maximum of photos per page.  The number of pages would be determined when designing home page. A photo gallery page with limited text may contain up to ten photos. If a client’s content does not fit within these parameters, one or more additional web pages should be purchased.


We take pride in providing awesome design, and our clients are extremely pleased with the design we create for them. However, design is a subjective art, and not everyone’s tastes are the same. While we will gladly make design modifications at no additional charge while the project is in the mockup phase, it is important to be clear on how revisions to the look of a website design are handled.

The web design signup form is the contract that describes the look a commissioned web design project will achieve. Design preferences, such as the look of the site, the color scheme, the functionality, monitor resolution preferences, etc. should be specified at that time, prior to the commencement of any design work. If any design preference stated in the web design signup form was not met, the adjustments will be made free of charge. If the client develops preferences or changes his/her mind after the completion of the work, adjustments will be made by the hour at $90.00 per hour.


Unless otherwise specified in the design contract, subpages of any website will use the same design as the homepage. Mockups are not provided for subpages. Formatting requests for sub-pages will be considered but will not be guaranteed. If the client requires specific looks or formatting for subpages, this request should be made at the time of the initial contract and may incur additional fees.


Clients who have signed up for a maintenance plan receive discounts off the web designer’s hourly rates for website updates. The standard half-hour maintenance plan is enough time to add about five photos and a few paragraphs of text. Clients on a Pael Digital Marketing web maintenance plan may send update requests via email (contact us for the correct email address). Routine maintenance that fits into the allotted time specified in the client’s maintenance plan is typically completed in about three to four business days. If a client on a website maintenance plan requests more than the scheduled amount of maintenance, the client will be given a quote and, if approved, the additional work will be completed at a discounted rate of $75.00 per hour and the turnaround time will be based on workload issues. Clients who are not on any maintenance plan may request website updates at the full $90.00 hourly rate and the turnaround time will be based on workload issues.

Monthly maintenance plan fees are separate from hosting fees and may be canceled at any time. (See details under the Termination of Services section.)


Clients whose websites are hosted by Pael Digital Marketing have access to emergency technical support 24 hours a day. In the event of a website hosting outage, clients should leave a voicemail message for the Technical Support phone extension, and a technician will be paged. The phone number is listed on the Contact Us page of our website. Please note, technical support cannot be provided for clients’ individual computer issues or for third party products or services. For clients who use the free email that comes with our hosting accounts, the email account password and settings will be provided, but it is up to the client to set up emails in an email software program (email Client) and/or smartphone. If a client is unable to set up his/her email, we can provide that service for an additional charge or the client could contract a computer service company for assistance.


Self-supported websites (website that the clients opts to manage without Pael Digital Marketing Maintenance): A client who utilizes Pael Digital Marketing’s hosting service must agree to ensure any software on the website is kept current. For example, any client utilizing WordPress, website plug‐ins, or other software on the hosting server must ensure the elements are kept up to date at all times in order to ensure the latest security patches are in place. If a client is uncomfortable with the process of backing up the database and updating the software, the client must hire a qualified webmaster to assist in the process. If a client is uncertain whether this applies to the website, the client must inquire with a Pael Digital Marketing staff member.

Pael Digital Marketing clients are also required to use secure passwords on all logins. A secure password should include a minimum of eight characters, include a mixture of uppercase letters, lowercase letters, numbers, and symbols, and should avoid commonly guessed or hacked elements. These elements include, but are not limited to, a client’s name, name of a spouse/child/pet, birthday or anniversary of self/spouse/child, words included in a standard dictionary, easily identifiable patterns such as 1234, 9876, qwerty, or asdf, or passwords in use with other service providers.

If a client fails to protect the security of the server as described above, the client’s account is in jeopardy of possible termination.


PROJECT FEES ‐ One‐half of the initial website design and development fees is due upon project initiation. Upon project completion, the remaining balance is due in full within five business days.

GOING LIVE ‐ Once the remaining balance is paid in full, the completed website will be moved from the staging server to the client’s server so the website will go live. After the new website has been live for 48 hours, Pael Digital Marketing will install the content management system (CMS) and register the client’s website with Google, Yahoo, and Bing search engines.

FAILURE TO PAY ‐ If the balance on a completed project or monthly retainer has not been paid within ten business days, a 10% penalty will be added. For example, if the remaining balance on a completed project is $1,000, and that balance has not been paid within ten business days, the new balance on the complete project will automatically be increased to $1,100. Balances that are not paid within 30 days will be reported to a credit bureau. Balances that are not paid within 60 days will be turned over to a collections agency. All goods remain the property of the Company until paid for in full.

MONTHLY FEES ‐ Payment for monthly services such as Hosting, and Maintenance are due every month on the same date as the initial payment. Pael Digital Marketing charges a late fee of 10% of the total outstanding balance for invoices not paid by the end of the calendar month. Accounts at 60 days past due are at risk of termination. Clients experiencing financial hardship should contact Pael Digital Marketing to discuss payment options.

Monthly Services/Hosting Payment Terms. Unless other payment methods have been approved, Pael Digital Marketing will charge Customer’s credit card monthly, without invoice. If another method of payment has been approved, Pael Digital Marketing shall notify Customer of its monthly invoice via electronic mail no later than two (2) days after the invoice date to the email address(es) designated on page one (1) of this Agreement (“Billing Email Address”). Customer must provide Pael Digital Marketing (30) days written notice of any changes to its Billing Email Address. Customer waives the right to dispute any charges not disputed within such thirty (30) day period. Billing shall commence on the first day the Services are made available to Customer. Monthly recurring charges shall be invoiced monthly. Non-recurring charges will be included on the invoice for the applicable installation or Service changes as directed by Customer.

Late Payments. Pael Digital Marketing may suspend all Services provided to Customer if Customer fails to pay any Fees when due.  In addition, if any undisputed amount is not paid when due, Pael Digital Marketing may impose a late charge in an amount equal to one and one-half percent (1 ½%) (or the maximum legal rate, if less) of the unpaid balance per month.  In the event a payment is received by Pael Digital Marketing and is returned for insufficient funds or bank charges, Customer shall reimburse Pael Digital Marketing for all associated processing charges as well the late charge to the extent applicable.  In the event that non-disputed payments are received late or returned by insufficient funds more than three (3X) times annually,Pael Digital Marketing may require that Customer establish a deposit and or pay with guaranteed funds.  Customer will reimburse Pael Digital Marketing for all expenses Pael Digital Marketing it incurs, including reasonable attorney fees, in collecting any amounts past due under this Agreement.


If a billing error is noticed, the client should immediately contact Pael Digital Marketing. Refunds of overpayments will be made for up to a maximum of 2 months, so clients are urged to check billing statements regularly. Refunds of more than 2 months will not be processed. Additionally, Pael Digital Marketing reserves the right to bill clients for accidental under charges for a maximum of up to 2 months.

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