FAQ

Questions and Answers

Starting a website project can bring up a lot of questions—and that’s a good thing. This page covers the most common topics we’re asked about our process, pricing, platforms, and what it’s like to work together.

If you don’t see your question answered here, feel free to reach out. We’re always happy to help.

Let's Get Started

1. Before We Get Started

Do you work with specific industries?

We work with a wide variety of industries. While we have deep experience in the areas below, we’re always happy to consider projects outside of these categories as well.

Industries we commonly work with include:

Authors & Literary Professionals
(authors, editors, publishers, cover designers, narrators/producers, and literary bloggers)
Coaches
(mindfulness, wellness, career, writing, book, and motivational)
Artists & Creative Professionals
(individual artists and art galleries)
Pet Industry
(groomers, veterinarians, pet sitting/day care, dog walking, pet photography)
Please note: we do not design websites for pet sellers.
Naturopathic Health, Alternative Medicine & Wellness
(naturopathic doctors, chiropractors, acupuncturists, dietitians, nutritionists, yoga and Pilates instructors/studios, and similar practitioners)*
Hospitality
(boutique hotels, inns, bed and breakfasts, and small resorts)

We do not work on websites that feature or promote politics or political parties, hate speech, violence, sexual content or goods, nudity, or illegal activity. We also do not design author or literary websites that feature erotica.

*To maintain the integrity of our work, all naturopathic health and alternative medicine practitioners must hold appropriate credentials or certifications for their practice.

Do you accept all projects within these industries?

Not necessarily.

During an initial inquiry or discovery call, we’ll take time to understand your goals, timeline, and expectations to determine whether we’re a good fit for one another. This helps ensure the process is collaborative, aligned, and successful for everyone involved.

Do you work with clients in other countries?

Yes—we’ve had the pleasure of working with clients in multiple countries and across a range of time zones. Our working hours are based in Mountain Standard Time (MST).

To ensure smooth communication and scheduling, we primarily work with clients in the following time zones:

Alaska Time
Central Time
Eastern Time
Hawaii–Aleutian Time
Mountain Time
Pacific Time
Atlantic Time
Newfoundland Time

We can also work with clients in British Summer Time (BST) and Greenwich Mean Time (GMT), as long as you’re comfortable with occasional delays due to the time difference.

Please note that at this time we communicate exclusively in English and create websites in English. However, Wix does offer multi-language website options, which can be incorporated if needed.

Will you give me feedback on my website or blog?

We don’t offer website or blog reviews as a stand-alone service.

During a discovery call for a potential redesign, we’re happy to share high-level insights and general observations. However, detailed feedback, recommendations, and strategy are part of a full website project.

If you’re interested in redesigning or improving your current website, we’d love to hear more about your goals and see if we’re a good fit to work together.

What do I need to provide for my website?

You’ll need to provide the content for your website, including text, images, videos, and any other materials you’d like included.

To keep your project on schedule, all content should be ready at least three days before your start date (one week is ideal). While this can feel like a lot at first, don’t worry—we’ll guide you through the process and provide clear steps, along with an online folder where you can easily upload everything.

If your content isn’t ready yet, we recommend either:

Launching with a Coming Soon site, or
Waiting to begin the project until your content is prepared

Starting with content ready helps the design process move smoothly and ensures the final website reflects your business accurately and confidently.

Not sure if you’re ready to start or if we’re the right fit?
You’re welcome to reach out and tell us a bit about your project.

2. Packages, Pricing & Scope

Do you work with other website platforms?

We primarily work with Wix, which allows us to create flexible, custom websites that are easy for clients to manage long term. We also take on Squarespace and Shopify projects on a case-by-case basis, depending on the needs of the site.

At this time, we no longer work with WordPress or Weebly, and we’re unable to make exceptions. This allows us to focus on the platforms we know best and provide consistent, high-quality support for our clients.

What is the annual cost for a Wix website?

The ongoing cost of a Wix website depends on the premium plan you choose and whether you need additional features, such as e-commerce.

You’ll be responsible for purchasing:

Wix hosting (through a premium plan)
Your domain name

We provide guidance and instructions to help you choose the right plan for your needs.

Wix offers monthly, annual, and multi-year plans, and pricing varies based on the features included. Most domain registrars—including Wix—offer similar billing options.

Domains are generally inexpensive, and you’re free to purchase yours through a registrar of your choice, such as GoDaddy, Namecheap, Google Domains, or Wix.

Websites don’t have to be expensive, but it’s important to be realistic about ensuring your goals and features align with your budget. We’re always happy to talk through options and help you make informed decisions.

Additional notes:

Stock images or videos purchased for your site are typically a one-time cost and do not need to be repurchased.

What is the payment schedule? Do you offer refunds?

Before sending an agreement, we’ll ask you to confirm that you’re ready to move forward and that you’ve carefully considered your budget and timeline. Once an agreement is signed and work begins, we do not offer refunds. If something unexpected comes up, we may be able to reschedule your project once within three months, depending on availability.

How the payment schedule works

Your project start date is scheduled once the agreement is signed.

All required materials (copy, images, brand assets, etc.) must be provided at least 72 hours before your start date. If materials are delayed, your start date may be pushed back. Providing content sooner is always encouraged and helps keep projects on track.

For Essential and Signature websites, payments are invoiced in four phases:

50% after the initial design direction is presented
This includes your homepage layout and visual style (such as color palette and overall design direction), so you can see and feel confident in the direction before continuing.
25% midway through the project
25% upon final approval
The final installment is due before the website is launched or ownership is transferred to you.

If the website is already built within your Wix account, a 50% payment is required once the initial design direction is approved, followed by:

25% at the three-quarter mark
25% upon final approval

All project fees are invoiced electronically through Wix.

Payment methods

Invoicing is handled through Wix, which offers several payment options, including credit cards and digital wallets. For security reasons, we never see or store your credit card information and will never ask for your banking details.

Offline payments by money order (U.S. only) may be available on a limited basis and must be requested at the time of inquiry. For offline payments, work begins only after payment is received. Delays in payment may result in your start date being pushed back.

We do not accept checks, except for select local projects using local banks.

If you’re trying to decide which package makes the most sense, we’re happy to help you think it through.

What if I want more than your packages offer? Is there an "Unlimited" package?

We don’t offer an “unlimited” package. At some point, every website project needs a clear scope and a defined finish so it can be launched and shared with the world.

That said, not every project fits neatly into a standard package. If you need a larger website, additional pages, or more advanced features, we’re happy to create a custom quote based on your specific goals and requirements.

Custom projects are typically quoted as a Signature Website, with the scope tailored to match what you need—while still keeping the process clear, organized, and focused on getting your site live.

Is a logo included in website pricing?

No—logo design is not included in website packages and is offered as an add-on service.

For many clients (especially authors and small businesses), a well-designed text-based logo works beautifully. There are many font options available—some free, some paid—and if you already use a font as part of your brand, we’re happy to incorporate it into your website as long as:

You own the font file, or
The font is free for commercial use, or
The font can be properly licensed for use

If you’d like a basic logo, this can be added to your project for an additional fee.

If you’re looking for a fully custom or illustrated logo that may be trademarked, we’re happy to recommend experienced designers or illustrators. Custom logo pricing varies widely depending on complexity and scope.

3. The Design Process

How much input do I have in the design?

Your website is your website, and your input plays an important role in the design process. How involved you are depends on the type of project you choose.

Lite and Pre-designed websites

Pre-designed sites come with a completed layout and structure and Lite websites are priced for a quick turnaround. Color schemes and fonts can be adjusted to suit your brand. If you’d like additional design changes beyond those options, pricing for an Essentials or Signature Website will apply.

Essentials Website package

You’ll complete a design questionnaire to share your preferences, goals, and any existing branding. From there, we take the lead and design the site based on that information, keeping the process streamlined and efficient.

Signature Website package

You can be as involved as you’d like. Some clients enjoy being closely involved in design decisions, while others prefer to give direction and let us handle the details. We’ll guide the process and may help narrow the scope when needed to keep the design cohesive and focused.

A collaborative approach

Clear communication is key to creating a successful website. Whether you have an established logo and brand or are starting fresh, we’ll work with what you have and ask the right questions to understand your vision.

Some clients prefer to leave most design decisions to the designer, and that’s perfectly fine. Others enjoy providing detailed feedback. Either approach works best when the process is collaborative, respectful, and focused on creating the strongest possible result.

Every project starts with a conversation. If you’d like to talk through your vision, we’d love to hear it.

Will my website be mobile-friendly? Will it look the same on all screens?

Yes—your website will be designed to be mobile-friendly and optimized to look great across a range of devices, including desktops, laptops, tablets, and smartphones.

That said, a website won’t look exactly the same on every screen—and that’s normal. Mobile views are intentionally condensed to make scrolling and navigation easier on smaller screens, which means some design elements will naturally appear differently than they do on desktop.

It’s also important to know that no web designer can guarantee a website will look identical across all devices and browsers. Different web browsers, screen sizes, monitor types, and user settings (such as color calibration, night mode, or accessibility settings) can all affect how a site appears.

To ensure consistency and quality, we test websites across multiple devices and screen types, including:

Desktop monitors with different display settings
Laptops
Tablets
Mobile devices

This allows us to create a well-balanced design that performs and looks great in real-world conditions—not just in one ideal scenario.

4. Training, Support & After Launch

Will you train me to update my website? What if I need more help later?

Yes—every website project includes training appropriate to the scope of your site, but it doesn’t include training on every possible feature or design change.

What’s included with all sites

All Wix websites include access to pre-recorded video trainings based on a sample site. These tutorials cover:

Updating and changing text
Replacing images
Editing links
Updating basic page SEO
Using the blog (if applicable)

This training is designed to help you confidently manage everyday content updates after launch.

What training does not include

Training does not cover advanced design changes or structural updates, such as:

Moving or redesigning page elements
Adding new pages or features
Custom layouts or advanced functionality
SEO strategy beyond basic page settings

If you’re excited to manage your site yourself (which we love!), it’s important to be comfortable using a computer and learning some things independently. The provided training supports content updates and site management—not full design revisions.

Need more support?

If you’d prefer not to handle updates yourself, or if you anticipate needing ongoing help, we offer ongoing support options for maintenance and updates.

We don’t offer stand-alone website training sessions. However, if you’d like to learn more beyond the included training, we’re happy to point you toward helpful resources.

For clients who aren’t especially tech-savvy, we strongly recommend ongoing support to keep things running smoothly and stress-free.

Prefer ongoing support instead of managing updates yourself? We offer options to keep things running smoothly.

If I make changes after launch and something breaks, will you fix it?

We understand that once your site launches, you may want to make updates on your own—and we encourage that. If a small issue comes up, we’re happy to help.

Minor fixes that take 5 minutes or less (one time) are handled at no charge.

If the issue is more involved:

Fixes that take more than 15 minutes, or involve extensive changes, are billed in advance based on the estimated time required.

Before your site is published, we’ll always ask if there are any final updates or changes you’d like to make. It’s important that you feel confident and happy with the final version before giving approval.

Once the site is approved and launched, any design changes you make independently that require our time to correct will be invoiced accordingly.

If you’re comfortable losing any changes you’ve made, we can also restore your Wix site to the last approved version using Wix’s site history feature. In that case, we invoice in advance based on the estimated time needed to restore and adjust the site, depending on how much additional work is required.

Do you manage social media accounts?

Social media management is available as an add-on service for select industries.

When social media management is part of a project, it’s handled through a third-party scheduling platform such as Buffer or Hootsuite. This allows for transparency, consistency, and easy collaboration.

Availability and scope depend on your industry and needs, and we’ll confirm whether this service is a good fit during the inquiry or discovery process.

5. Communication & Availability

Availability and How We Communicate

Initial consultations are typically held by phone, though email consultations are also available if that’s your preference. We don’t provide a direct phone number. Instead, clients are given a conference call number for scheduled consultations and project-related calls.

Why we work this way

Our work requires long periods of focused, creative, and analytical thinking. To give every client our full attention, we keep phone notifications off during work hours and avoid interruptions during scheduled calls. This allows us to be fully present and thoughtful in both our creative work and our conversations.

Availability

We’re available for scheduled calls on:

Tuesday–Thursday
10:00–11:30 a.m. MST

Outside of these hours, we’re focused on ongoing client projects and design work.

With rare exceptions, we’re unavailable during the following periods:

June 1 – July 5
September 18 – October 20 (limited availability)
November 22 – November 30
December 16 – January 8

These dates allow us to maintain a sustainable workflow and deliver high-quality work for our clients.

Video calls and screen sharing

For calls that require screen sharing or advanced site training, we use Zoom. At this time, video calls are conducted without cameras on, allowing us to stay focused on the work being reviewed.

If our communication style and availability sound like a good fit, feel free to reach out to get started.

6. Policies & Professional Expectations

What if we’re not a good fit?

Not every working relationship is the right fit—and that can happen in any creative partnership. Sometimes it’s a difference in communication style, expectations, or creative direction. While it’s not ideal, it’s okay, and it’s something we handle professionally and transparently.

If at any point we feel that the working relationship isn’t serving you well, or that we’re unable to fulfill our obligations in a way that supports your goals, we’ll communicate that clearly. Likewise, if you feel the partnership isn’t the right fit, we encourage open and respectful communication.

If a project ends early

If you choose to continue using the website or any work completed up to that point, there are no refunds for work already completed.
If a project ends before site approval and you decide not to use the website, any unused deposit may be refunded, depending on how much work has been completed.
Once a website has been approved, transferred, or launched, no refunds are offered, even if you later decide not to use the site.

If a site has already been built within your Wix account and the project ends early, we’ll remove the site and notify you so you can remove our access.

Our goal is always a positive experience and a website you feel good about. Clear communication and mutual respect go a long way in making that happen.

Is there any reason you would end a project or stop working with a client?

Thankfully, this is rare. We work hard to create positive, respectful relationships and to ensure every client feels supported and confident throughout their project.

That said, like any professional service, there are circumstances where we may choose to end a working relationship. This typically happens when expectations are consistently misaligned or when the collaboration becomes unproductive or disrespectful.

Examples may include:

Repeatedly changing project direction in ways that significantly exceed the agreed scope
Ongoing requests for features or services outside the selected package without adjusting the scope or budget
Consistent disregard for timelines, boundaries, or professional communication

Our goal is always to deliver thoughtful, high-quality work in an environment that’s respectful and productive for everyone involved. Ending a project is never our first choice, but clear boundaries help ensure the best possible outcomes for both clients and our team.

Do I need a privacy policy on my website?

Yes—most websites should have a privacy policy. At a minimum, it’s best practice to be transparent with visitors about how you collect, use, or don’t collect their information.

You may need a privacy policy if your website:

Collects email addresses for newsletters or mailing lists
Allows users to create accounts or log in to comment
Includes contact forms or online purchases
Uses analytics, tracking tools, or third-party integrations

Privacy policies are standard for most websites. However, we are not legal professionals and do not offer legal advice. While we’ll create a privacy policy page for your website and can provide a general template, you’re fully responsible for ensuring the policy meets your business, legal, and regulatory requirements.

If your site doesn’t currently have a privacy policy, it’s never too late to add one—and doing so helps build trust and transparency with your audience.

Still have questions or want to talk through your project?
We’re always happy to have a conversation and see if we’re a good fit.

FAQ