In Design Hacks it is key that the preferences and satisfaction of our clients are guaranteed. Our commitment to our clients is easy, approachable, and affordable graphic design, where we can be a trustworthy partner and always inform to the best of our ability and knowledge and guide brands to have a seamless experience. Through communication, respect, and kindness we believe all challenges can be solved with compromises to prioritize relationships.
Our commitment to high standards is reinforced in this Customer Service Code of Conduct. Customer Service Policy is really about human dynamics and communication. It goes far beyond the technical aspects of product or service offerings. The real differentiator is people. We want you, our customers and suppliers, to be able to trust us, confident that our decisions and procedures are ethical and beyond reproach.
We understand that budgets and expectations are different for everyone, especially when it's their first time approaching the graphic design industry. Hence, we invite you to negotiate value rather than price, to keep our mission alive and viable.
Before starting any project we require a 50% down-payment. The final 50% must be paid upon the provision of final design proof and before receiving the finalized files.
We have several payment methods available, listed in order of recommendation/preference:
Direct Contract Upwork
Before starting the project we will establish a contract through the third-party platform Upwork and your payment will be processed with a credit card or Paypal (plus ACH bank transfers in the U.S). Upwork will ensure the completion of the terms agreed and secure the payment on both ends.
Bank Transfer: (Offered in some countries/regions only)
Rabobank Nederland (Netherlands)
United States (ACH, not Wire transfer)
Paypal (which takes credit cards or debit Visa cards).
All prices listed on my website are in United States dollars (USD). If you are not located in the U.S. and want to know how much it would convert to in your currency, you can check out the conversion with Google’s Currency Converter. This applies to all countries except for Nigeria and payments in Naira, where the parallel market rate is the one to be used.
Cancellations and Refunds
You can make cancellations at any time. Please keep in mind that any payment made as a deposit may not be refundable, depending on how much work was done on our end. Refunds may be offered at a portion of what was paid, if the project was not completed, but was started.
Portfolio and Website Credits
I reserve the right to add completed projects to my portfolio for purposes of showcasing the work as well as doing shoutouts to your brand. Priority will be given to brands who have signed the voluntary consent release agreement. When Design Hacks designs your website we reserve the right to add a website credit to the footer of your website. If there is a privacy issue involved, please inform me and the client agreement can be amended accordingly.
A project will be considered abandoned if we have not heard from you in 60 days. You will not have any rights to use any of the work that was presented to you unless the project has been paid in full. If we have not heard from you and you contact us after the 60-day abandonment, a start-up fee may apply to retake the project
Copyright for Artwork
Graphic designs created at our studio are custom-created and exclusive to each business, so the designs are yours after the final payment has been made. Note that I reserve the right to use stock images, vector graphics, or icons where necessary (note: logo designs are 100% custom and do not contain stock images). Any concepts that are not chosen, paid for and delivered as the final products will be a violation of Design Hack's rights if they are used elsewhere.
We do not offer printing services but will happily guide and consult in case you have questions. If your printer of choice needs editions to the product delivered such as format, color mode, etc this may incur a fee, we will inform you in advance if this is the case.
We offer printing services (and shipping) only in Colombia, Netherlands, and Nigeria through our partnered brands. For a quote please reach out and we can provide it upon request.
Contract with Design Hacks
By entering into a project with Design Hacks, you are consenting to be bound by the terms of these policies and procedures.
Purchase of Stock Content
Stock content purchases for projects are not included in the price. In case of stock content being requested or necessary, Design Hacks will transfer the cost price of any stock images, vectors, graphics, videos or audio purchased for a project to the client.
When the stock is purchased through membership of Design Hacks, the cost will be transferred to the client plus a markup to the actual cost of the stock, being the final price lower for the client than the unit price of the stock product as shown on the stock website.
Design Hacks will never charge a client a higher price for stock content than the one evidenced in the stock website.
Design Hacks operates under the laws of the Kingdom of the Netherlands and highly recommends it as a business practice for international contracts.
If a client resides in Colombia or Nigeria he/she may choose to agree to use the local governing laws before the start of the contract.
Compliance and Relevant Industry Requirements
Design Hacks commits to constant improvement and lifelong learning to stay up to date with the industry's best practices to provide you with the most value.
Gathering Feedback and Suggestions
Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated. For this we have created a feedback survey that you're welcome to fill in at any point. Every single review, feedback, suggestion, and comment is read and considered, if you allow us we also follow up with you to ensure resolution.
While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Design Hacks you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) by WhatsApp at (+234) 909 331 1996 or via e-mail to firstname.lastname@example.org. All concerns will be appropriated to the person or department best suited to respond. We will acknowledge all written concerns within 2 business days of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.
Your request will be given the utmost attention and courtesy, with open two-way communication until the issue is resolved.
Customer Service Code of Conduct
Design Hacks expects the highest possible standards of integrity and conduct in all matters. True partnership with our clients is our mantra, supported by the following Code of Conduct:
We put you, the client, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention, and empathy. This means listening intently, making notes, and confirming understanding before taking action. Our aim is clear communication, deadlines, expectations, and timely solutions.
We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.
We provide honest responses and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises because we understand nothing annoys customers more than a broken one. We are clear about the reach of our scope and assess you accordingly.
We demonstrate a thorough knowledge of Design Hacks' products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience with products, services, or the Design Hacks team, we will inform you of our unique approaches, client support systems, feedback channels, and other important avenues for maximizing your experience with us.
We treat all information received from you as proprietary and for the purpose of benefiting our partnership.
Refunds must be requested by sending an email through our online contact form HERE to be eligible for consideration. Requests received by any other method including direct email to a staff member or a private phone conversation may not be considered or processed.
Monthly Maintenance Package Policy
Design Hacks monthly plans can be canceled at any time and refunds can be requested using the above procedure. We will refund a pro-rated amount based upon the day of the month and how many hours of services have been used if you are on a monthly maintenance plan with a set amount of development hours per month.
Graphic Design Refund Policy
You may request a refund only in the event that you were unhappy with the product and never approved of the submission. Refunds may be offered at a portion of what was paid, if the project was not completed, but was started.
Graphic design documents are downloadable files and no actual items will be shipped to you. Downloads are delivered upon confirmation of payment and due to the nature of the product and its delivery, no refunds are offered on completed projects after 14 days.
Should a request for work be halted prior to completion of a project, a cancellation penalty may apply and will be assessed on a case-by-case basis. Down payments required to commence work on all projects are non-refundable.
Printing fees are 100% non-refundable if printing cycles have begun. If a printing fee refund is requested prior to the commencement of printing cycles, a full refund of printing fees only, not design fees. Any print media design project refunds may only be considered if the project never met production. Once the project has been printed or submitted for print to a printing company there will be no refunds.
Design costs paid to Design Hacks are non-refundable. Printing costs paid to Design Hacks are refundable only if printing error is determined to be our fault. We are not liable for damages incurred due to printing errors or problems from our files if full specifications from your printer were not provided or were incorrect/inaccurate, or if you supply the wrong files to your printer. We provide the design files via email or online only. No actual items will be shipped to you.
The following payments are not refundable.
- Payments made for Milestone Achievements
- Payments made for Website Maintenance
Reasons Not Eligible For Refund – Terms and Conditions
Design Hacks reserves the right to refuse a refund in the following events:
- If any Intellectual Property* has been developed, deployed, or created upon the client's behalf including but not limited to website design, graphics design, WordPress design, or any other digital intellectual properties and services that have been rendered on behalf of the client.
- The Purchaser has distributed the product on peer-to-peer (P2P) or illegal content (Warez) websites.
- The purchaser has attempted a chargeback and failed.
*Intellectual property (IP) is a term referring to a number of distinct types of creations of the mind for which a set of exclusive rights are recognized—and the corresponding fields of law. Under intellectual property law, owners are granted certain exclusive rights to a variety of intangible assets, such as musical, literary, and artistic works; discoveries and inventions; and words, phrases, symbols, and designs.
How Refunds Are Processed
Unless your contract states otherwise, payments made to Design Hacks by credit card will be refunded to the card that the payment was made with. Cash or Check payments will be refunded by cash only.
When adding new text and/or content to a page, the client is responsible for providing all text (in digital format) and images/photos unless content creation services delivered by Design Hacks are requested. Unused hours do not roll over to subsequent projects. Any used funds for pass-through expenses will be delivered to the client within 30 days of project completion and final reconciliation. No refunds are provided for unused hours. There are absolutely no refunds for any fees related to Website maintenance services.
An administrative fee of ₦25,000 or $50 will be charged to the client's account for any late payments or declined credit card charges. You may cancel and renew without penalty provided 60-day notice via formal documented request. Design Hacks may terminate this agreement at any time with written notice to the client.
Customer understands, acknowledges, and agrees that Design Hacks has no control over the policies of search engines or directories with respect to the type of sites and/or content that they accept now or in the future. Customer’s Website(s) may be excluded from any search engine or directory at any time at the sole discretion of the search engine or directory entity. Some search engines and directories may take as long as two (2) to four (4) months, and in some cases longer, after commencement of plan to list and/or update Customer’s Website. Occasionally, search engines and directories will drop listings for no apparent or predictable reason.
Design Hacks is not responsible for changes made to a Customer’s Web site by other parties that adversely affect the search engine or directory rankings of the Customer’s Website.
We provide all prospective clients with access to a portfolio to review prior to hiring us for project work to ensure comfortability with the quality of our work and to assess the fit between our team and needed the skill to execute the Website design. If you have any questions or concerns, please contact us prior to making a payment for our services.
Payments for custom design projects are made to us in increments as a courtesy to the client. Payment terms require 60% of total project costs to be paid upfront for the commencement of work. The remaining 40% of payment is due upon Website launch. Once a payment or deposit is made, it is non-refundable. If a project is canceled or postponed, all monies paid are retained by Design Hacks and if applicable, a fee for all work completed beyond what was already paid for shall be paid by the client.
Customized Workships, Brand Guideline Development, and Digital Diagnostic Reports
All Workshops, Brand Guidelines, and Digital Diagnostic Reports are customized to the client’s exact business. No identical reports will be distributed to other clients and the content of same will remain confidential and proprietary to the client. However, Design Hacks reserves the right to blind such reports and outputs, for example, case studies and marketing purposes. Again, no identifying information will be shared with other entities. Downloads of outputs from these offerings are delivered upon confirmation of payment in full and due to the nature of the product and its delivery, no refunds are offered on completed projects. For any and all scheduled Workshops, 5 business days notice is required to change the date/time of the meeting. Should notice not be provided within the given timeframe, a penalty fee will apply not to exceed the cost of the project itself. Costs for this type of cancellation/rescheduling will be assessed on an individual basis. Should a request for work be halted prior to completion of a project of the above nature, a cancellation penalty may apply and will be assessed on a case-by-case basis. Down payments required to commence work on all projects are non-refundable.
Indemnification – Customer shall indemnify and hold harmless Design Hacks (and its subsidiaries, affiliates, officers, agents, co-branders or other partners, and employees) from any and all claims, damages, liabilities, costs, and expenses (including, but not limited to, reasonable attorneys’ fees and all related costs and expenses) incurred by Design Hacks as a result of any claim, judgment, or adjudication against Design Hacks related to or arising from (a) any photographs, illustrations, graphics, audio clips, video clips, text, data or any other information, content, display, or material (whether written, graphic, sound, or otherwise) provided by Customer to Design Hacks (the “Customer Content”), or (b) a claim that Design Hacks’ use of the Customer Content infringes the intellectual property rights of a third party. To qualify for such defense and payment, Design Hacks must: (i) give Customer prompt written notice of a claim; and (ii) allow Customer to control, and fully cooperate with Customer in, the defense and all related negotiations.
Limited Liability – IN NO EVENT SHALL DESIGN HACKS BE LIABLE TO CUSTOMERS FOR ANY INDIRECT, SPECIAL, EXEMPLARY OR CONSEQUENTIAL DAMAGES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE, LOST PROFITS, WHETHER OR NOT FORESEEABLE OR ALLEGED TO BE BASED ON BREACH OF WARRANTY, CONTRACT, NEGLIGENCE OR STRICT LIABILITY, ARISING UNDER THIS AGREEMENT, LOSS OF DATA, OR ANY PERFORMANCE UNDER THIS AGREEMENT, EVEN IF SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY PROVIDED HEREIN. THERE SHALL BE NO REFUNDS. REVELATION CREATIVE MAKES NO WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, WITH REGARD TO ANY THIRD-PARTY PRODUCTS, THIRD-PARTY CONTENT, OR ANY SOFTWARE, EQUIPMENT, OR HARDWARE OBTAINED FROM THIRD PARTIES.
Confidentiality – The parties agree to hold each other’s Proprietary or Confidential Information in strict confidence. “Proprietary or Confidential Information” shall include, but is not limited to, written or oral contracts, trade secrets, know-how, business methods, business policies, memoranda, reports, records, computer retained information, notes, or financial information.
Force Majeure – Neither party will be liable for or will be considered to be in breach of or default under this Agreement on account of, any delay or failure to perform as required by this Agreement as a result of any causes or conditions that are beyond such Party’s reasonable control and that such Party is unable to overcome through the exercise of commercially reasonable diligence. If any force majeure event occurs, the affected Party will give prompt written notice to the other Party and will use commercially reasonable efforts to minimize the impact of the event.
By signing up for our services, you acknowledge that you have read and understood this Agreement and agree to be bound by its terms and conditions.
Design Hacks' policies and procedures can be changed or updated at any time without prior notice to you.
General Data Protection Regulation (GDPR)
We are a Data Controller of your information.
Design Hacks needs to perform a contract with you
You have given Design Hacks permission to do so
Processing your personal information is in Design Hacks legitimate interests
Design Hacks needs to comply with the law
If you are a resident of the European Economic Area (EEA), you have certain data protection rights. If you wish to be informed what Personal Information we hold about you and if you want it to be removed from our systems, please contact us.
In certain circumstances, you have the following data protection rights:
The right to access, update or delete the information we have on you.
The right of rectification.
The right to object.
The right of restriction.
The right to data portability
The right to withdraw consent
Design Hacks follows a standard procedure of using log files. These files log visitors when they visit websites. All hosting companies do this and a part of hosting services' analytics. The information collected by log files include internet protocol (IP) addresses, browser type, Internet Service Provider (ISP), date and time stamp, referring/exit pages, and possibly the number of clicks. These are not linked to any information that is personally identifiable. The purpose of the information is for analyzing trends, administering the site, tracking users' movement on the website, and gathering demographic information.
Cookies and Web Beacons
Like any other website, Design Hacks uses 'cookies'. These cookies are used to store information including visitors' preferences, and the pages on the website that the visitor accessed or visited. The information is used to optimize the users' experience by customizing our web page content based on visitors' browser type and/or other information.
For more general information on cookies, please read "What Are Cookies".
Our Advertising Partners
Note that Design Hacks has no access to or control over these cookies that are used by third-party advertisers.
Third Party Privacy Policies
You can choose to disable cookies through your individual browser options. To know more detailed information about cookie management with specific web browsers, it can be found at the browsers' respective websites.
Another part of our priority is adding protection for children while using the internet. We encourage parents and guardians to observe, participate in, and/or monitor and guide their online activity.
Design Hacks does not knowingly collect any Personal Identifiable Information from children under the age of 13. If you think that your child provided this kind of information on our website, we strongly encourage you to contact us immediately and we will do our best efforts to promptly remove such information from our records.
To read our cookies policy please click here.