Terms | Rates | Technical Support
Projects will normally be scheduled in chronological date order immediately following the previous project with full deposit or payment in full received to our offices. No project begins with less than a 50% deposit except in preapproved situations for clients in good standing. Any development or troubleshooting project must have the scope fully laid out in writing before it can be begun, which may require your participation.
Hourly billing is due in ten hour blocks prior to delivery or can be post-billed to approved clients with good payment histories in full hourly increments. In the case of post-billing, all invoices are due Net 30.
Any client who has already received a written agreement to go on retainer or who has a prior history of good payment may arrange a different payment schedule with us which will be specified on their invoice.
Any good faith agreement or pre-payment discount is voided back to full rates by late or partial payment by more than 30 days. Non-payment in excess of 90 days may also result in up to a 30% additional fee for time and trouble. Until completely paid in full, MWM is the owner of the web property project under our control and ownership. Any images or hard costs not reimbursed may be removed from the site upon non-payment.
We reserve the right to refuse service to any group or individual at any time. If payment or deposit is received for a project that is rejected for any reason or in the case of refund, a 30% service fee plus any time spent will be deducted from the account prior to calculating the refund, unless the majority of service has already been delivered.
If a project can be considered to have “creeped” or if the project is substantially complete, failure to pay the final invoice or return all artwork will result in up to a 30% late fee recurring every 90 days and possible collections actions.
Any hosting client may be suspended for malicious activity. They retain control panel access and unless there is malicious code active, they will be given up to the end of the month or 5 business days to recover anything on the server to their own new hosting before the account will be deleted..
All projects are considered complete and billable at the time of the last actionable item on the project being completed. “Project creep” – expansion of original project guidelines parameters while the project is occuring – is considered a standard part of most projects and up to 10% project creep will be considered par for the project and will not be separately billed. Any additional project creep beyond that ten percent leeway will be billable upon delivery at the standard hourly rate for that service listed on the rates page, which requires a password that can be gotten from any company personnel.
No critical information learned while in a business relationship is disclosed to any outside parties without express permission. On occasion, a third party contractor may be brought in to do particular specialties at which they excel. The client will always be consulted beforehand except in emergency situations when unreachable (such as a hack or a catastrophic situation and the client is unreachable). Our outside consultants must have a history with us of already showing that they are a trustworthy partner who shows absolute respect for privacy, anyone that doesn’t apply to will not be brought into an MWM project.
Any client asking for rush, immediate or emergency services or consultation is agreeing to waive all lowered rates, discounts or prior offers of special rates. Calling for professional consultation counts as billable consultation time.
A client is expected to do their best to keep their login credentials private and secure, and to access such tools through secure connections. Use Password keeper tools such as 1Password or ProtonPass rather than saving them insecurely. Do not share any password you receive from us with any other user, instead they should get independent credentials. Keep track of your access credentials, as we do not save your unique individual logins. We use 1Password, and will have a much easier time sharing credentials securely if you are also using 1Password, so let us know if you have a 1Password account.
Clients are required to have a working email address registered with us that is NOT related to the project. If the project is www.DOMAIN.com then no email address at DOMAIN.com is a valid email address for your email communications with MWM. This allows us to contact you even if the server, website or the mail server are under maintenance.
Examples of time that is billable include: setting up accounts for you, researching alternatives at your request, development on the project, frameworks, programming or altering web properties, time spent in visual design for you, ad campaign maintenance, social media management, telephone consultation or coordination, creation or change of development and planning documentation, and work that is nullified after the fact, such as programming items that are later removed due to project changes. Basically, the rule of thumb is that if you ask us to do it for you, or if the item we’re working on is done entirely to benefit you as the client, it is assumed that you understand that the time involved is billable. In the case of project rate, that time counts as project time. If a project incurs 10 hours of meetings and 30 hours of programming, that is 40 hours of billable time. If there are 30 hours of meetings and 10 hours of programming, then that’s 40 hours of billable time. Thus, using our tools for speedy project development and management are recommended, including keeping your requests in writing, and staying up to date with the scope of work documentation and/or project tracking documents you’ve been sent.
Project Rate Clients: Once a project is completed, there are zero recurring service fees. There is no contractual requirement to continue to use any of our services after your project is complete, so long as no outstanding invoice exists. This excludes any websites that operate off of a software that requires regular maintenance to stay secure, such as shopping carts or blogs, which will be updated at least once per year to current versions and billed hourly unless other agreement has been previously specified.
All usernames, passwords and accounts will be made available to you to access during the project. We recommend tracking this info as you become the SOLE owner of said info once the project is complete. MWM releases all ownership to you, and all control of accounts – except as requested by the client for maintenance of their accounts. All accounts, whether you provide access or we create them for you, are entirely owned by the client and not MWM, and you can access and change anything you want.
Recurring fees incurred on your behalf for third parties such as directory listings, hosting or domain renewal accounts, will be billed by the third parties, and not by MWM unless requested by the client. Contact those third parties directly with questions or to cancel recurring billings. If we created the accounts for you, you will have been provided with login credentials when the accounts were created for you. We are available to help you retain control of any account you’ve lost track of, and may be contacted through our tech support form (link above).
