FREQUENTLY ASKED QUESTIONS
"Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning." — Albert Einstein
These are some of the questions asked regarding who and what we are about. If you do not see an appropriate answer to your question, please feel free to e-mail us at:
sales@kandlewebdesign.com.
FAQ Table of Contents
- Do you have Money Back Guarantee? What if I don't like your work?
- I want to put my business online, but I don't know where to start. This is my first website, can you help me?
- What preparations does my business have to do to get online?
- What information should I have ready upon purchasing my design package?
- How much input do I have?
- If I already have a site can you help me improve it?
- Can you use my business's existing logo, brochure design, and other materials for my website?
- Does my business need to be computer-based in order to have a website? Do I need to know about computers?
- What does 'Website Maintenance' or 'Website Updates' mean?
- My company is in the service industry. Will a website help my business?
- Who writes the copy/text for each of the pages on the website?
- Do you offer payment plans?
- How long have you been in business?
- What areas do you serve?
- How can we pay to get started?
- Are your Web Design costs one time?
- Do you have your own servers?
- Where are you located?
- Can I have a site that looks like this?
- Have you built a site like mine before?
- I want a site like eBay/MySpace/Youtube/...etc. Can you do this?
- How Does Your Web Design Process Work?
- I see a lot of your websites are flash based? My website targets a serious and mature audience. Can you make clean HTML and non flash corporate websites?
- What is your typical turn around period?
- Will you custom design our website for this price?
- After you have designed our website, can we manage it ourselves easily?
- I live in New York, you are in Michigan, how can we work with you? Should I not look for a local Company?
- Why are your prices so low for your excellent quality? Is this a scam? Are there hidden charges?
- Can you help us get listed in Search Engines?
- Will we get a chance to review and suggest modifications to the website before it is launched?
- I am a small home business, do you work with Individuals?
- Do you design Adult Web sites?
- What are your Business Hours?
Answers to Frequently Asked Questions
Do you have a Money Back Guarantee? What if I don't like your work?
Our goal is to provide high quality, professional service to all of our clients. If you're not satisfied with your new website, we offer a refund guarantee of up to 100% of the advance paid.
Our refund policy works as below:
- 100% Refund if requested within 7 calendar days from date of order, no questions asked.
- 75% Prior to showing of any design layout, no questions asked.
- 50% Before 1st round of revision request.
- 25% Before 3rd round of revision requests.
- Applicable to all plans.
Refund Restrictions
- Refund Policy applicable to all purchases made on or after June 1, 2011 only.
- Refund is not allowed once three rounds of revisions are requested.
- Refund must be requested within 7 calendar days from date of order.
- Refund not applicable on domain registration fees or hosting fees.
- Refund not applicable for express service clients.
- Refund must be requested in writing.
- Refund not applicable on updates and add-ons of existing website.
I want to put my business online, but I don't know where to start. This is my first website, can you help me?
Absolutely! You do not need any online experience at all. Kandle Web Design offers free consultation on all services. We help you right from the start! You will have a team member assigned to you for all your questions along the way. Just ask us! We are here to help you.
What preparations does my business have to do to get online?
Brochures, logos, photographs, business cards etc. are all great resources to use. For new business ventures we will help you get started from scratch. Need a logo? At Kandle Web Design we can create you a brand new logo for approximately $280 (this is for a basic three color logo, as the complexity increases there may be additional cost). You will have a dedicated person to answer any question during & after your website project. At Kandle Web Design, we work together with you to help answer these questions.
What information should I have ready upon purchasing my design package?
We will need your company profile, contact info, products and services, and any other information you intend to present on your website.
How much input do I have?
We welcome your input! The more input we receive from you the better able we will be to satisfy your needs and produce a site that will have the desired look and impact that you want. It's your website, we want it to look the way you want it. We guarantee it 100%!!!
If I already have a site can you help me improve it?
Yes. We can usually redesign or freshen up an existing site quicker, and for less money than building one from scratch. Whether your company's website "doesn't look professional", takes too long to load or the navigation is baffling to visitors, we can help.
Can you use my business's existing logo, brochure design, and other materials for my website?
Certainly. If your logo and promotional materials are not in electronic format, we can convert them to a format appropriate for your website for a small fee. We can accept almost any type of file. If your materials are printed, we can scan and convert them. Kandle Web Design designers will help you establish your online image to be consistent with your existing image that your customers already know & respect.
Does my business need to be computer-based in order to have a website? Do I need to know about computers?
NO!! You do not need to own a computer or have computers involved in your business in order to have a website. Many companies do filing, invoicing and more without a computer. Creating a website is more about exposing your business to new potential clients and generating new sales. No need to overhaul the way your company does business, but if you determine that an overhaul is necessary, you will want to consult with the appropriate professionals that work in those arena(s).
What does 'Website Maintenance' or 'Website Updates' mean?
Website Maintenance or Website Updates refers to changes made to your website after the initial design & setup. Keeping a website up-to-date is essential in having repeat visitors to your site. Updating the site with sales, articles, new products, newsletters, press releases, financial figures and links are all examples of website Maintenance.
You are welcome to send us your list of necessary revisions and assist you with any changes you would like at $75.00/hour.
My company is in the service industry. Will a website help my business?
Absolutely! Over 80% of the population who are online from home or the office are doing research about businesses that provide services or products. Your service-oriented business can provide samples, references, location, hours of operation and more right away (from your website) 24hours/7days a week/365 days a year.
Who writes the copy/text for each of the pages on the website?
You are responsible for writing the copy/text for your website, but we will review and make any recommendations that will make the copy/text better. Writing for the WWW is slightly different then other styles of writing. Once you have approved any revisions, Kandle Web Design will place your copy on the website for you.
Do you offer payment plans?
We expect 50% of the agreed upon amount paid before we start, and the remaining balance on the day the site goes live or three months from the date the contract is originally signed, whichever is sooner. We offer this payment plan to help make the website you want more affordable. Certain restrictions do apply and payments plans are not available on smaller packages, web hosting, and SEO.
How long have you been in business?
We have been in business since 2006. We operate successful e-commerce sites.
Are your Web Designs a one time cost?
Yes, just a one time cost as mentioned on our Services Page.
Do you have your own servers?
No, that service is not available from us at this time. However, we will do the research for a domain name, and upon your approval, sign you up with a server company like Go Daddy for a one year license.
You should be aware though, that it is recommended that you purchase at least a 5 year license as this can be important to the browser companies (like Google, Yahoo and Bing) in helping to determine site placement within their browser pages. The cost for this service will be the licensing fee plus 20%.
You can also opt to do this step yourself.
Can I have a site that looks like this?
Actually, making it look like anything you want is not much of a factor. We'll start with your initial direction and then work with you to refine it.
Have you built a site like mine before?
Usually the content of a site or type of business does not affect the methods, procedures and codes used to build it. For example, you wouldn't ask a car wash if they had washed your color car before. Some sites require advanced functions to perform special operations and Kandle Web Site has the depth and experience to meet these needs. It would be unlikely that we have not had experience with how your required web site functions.
I want a site like eBay/MySpace/Youtube/...etc. Can you do this?
These types of websites require complex web development and will be quoted individually. Costs can exceed $50,000 for this type of work. Also, building these type of sites require many hours of field testing and could take up to a year to produce. Therefore, we have decided not to develop these kind of sites (this also includes gaming sites).
How Does Your Web Design Process Work?
Our mission is to build the best and most cost effective website for your business. A professionally built website can promote your products and services, enhance your image, and generate sales. With that in mind, we will carefully research your business needs and plan a strategy to create the ideal web solution.
Initial Consultation
All our services begin with a free initial consultation to determine your requirements. Our experienced business analysts work closely with you to determine your exact needs and desires, and will complete a detailed design worksheet itemizing all your requirements. This helps us gather information about your company, services, audience, purpose, site goals, and more.
The consultation step is very important because we are committed to providing you with solutions that will work for you, not for us! We prefer you call so we can provide you with faster service, but emails are okay too.
Proposal & Paperwork
After you are confident we have addressed all your ideas, questions, and requirements, you can get specific recommendations for your project. There are many different ways to meet your specific needs. We explain these options with the proposed pricing to deliver them. Once you agree, you receive a formal proposal that contains all of the work you require, prices and payment schedule, and contract.
Payments
We require 50% Deposit to start your work. After "you agree", "we agree" and paperwork is signed and faxed or mailed to us, we start the actual design process. If you do not understand the smallest of points at this step PLEASE ASK FOR CLARIFICATION! Miscommunication and false expectations do NOT move the design process forward in a productive manner. At ANY time please contact us about any concerns, questions or comments you have about your project.
Collecting Your Content
You will provide us with the text and any other content for your website and any specific pictures you would like. We can provide you with access to thousands of royalty free stock photos. We also offer optional professional copywriting services.
Design Development
We ask you to provide examples of websites you really like, colors you like, and your competitors' websites. If you want, you can also have a look at our past work and let us know any website elements you liked and we can incorporate the same for your website. We can also provide you with access to our professional high quality Semi Finished Designs and you can choose the one you like. Once you provide that information to us, usually within 2 working days, you get a creative "mockup" of what your website will look like when it's completed. At this stage, you and the designer work closely to develop a look that will be both visually pleasing and user-friendly.
Design Selection & Finalization
After the initial "Mockup" is designed, you will review it on our servers. We send you a web link to view the "mockup" and ask if you would like any changes. You request revisions as necessary and then you provide final approval.
Web Development
After receiving your final approval on the "mockup", we will then begin building the website and web pages, incorporating the design and all of the content that you provide.
Pre-launch Evaluation
After the site is built, you will be able to view all pages to make sure everything is exactly how you want it. You will submit any desired changes to the copy and then give final approval before the site goes live.
Launching Your Website
After final approval and payment has been received, your website will be published on your domain, and it will be live for all the world to see!
We can register your domain name and host your website too – so you don't have to worry about technical aspects of your website and we become your one stop shop for your web presence.
Ongoing Support
After your website is launched, we can work with you to establish a regular review and maintenance schedule of your web site to accommodate your requests, user feedback, system upgrades and any new emerging web technologies.
I see a lot of websites are flash based? My website targets a serious and mature audience. Can you make clean HTML and non flash corporate websites?
Sure, in fact we design very good professional websites. We have experience in working with clients from different fields and we understand their different taste. Our portfolio is just a partial list of our clients. If you did not find examples of sites you are looking for, please email us or call us, and we can give you more examples.
Flash based web sites are quickly disappearing, mainly sue to the invasive nature of Flash. Adding a Flash element to your site is not necessarily a bad thing however, a small non-intrusive animation can enhance a site as long as it only plays for a short period of time.
What is your typical turn around period?
Due to the high level of custom work and the collaborative process involved in each website we build, it's difficult to predict an exact turn around time. We will work together with you to complete the Web Design Project in a timely manner. We agree to work expeditiously to complete the Web Design, but delays can occur if any milestone that requires your action, such as approving design mockups or web design changes, is not acknowledged on time. As an example, a 5 page website can be finished anywhere between 1-6 weeks after we've received all content and feedback from you. It's a safe estimate to expect at least a month for your project, though it could be much quicker or slower, depending on your input. We also offer an express service for an additional fee to expedite your project. Always remember, we can only work as fast as you allow us; turn around time is client-dependent. If content is provided sooner, initial and on-going instructions are clear and revisions requested are reasonable, turn around time can be significantly decreased. On the other hand, it could drastically increase due to client in-action, delayed mockup approval, back and forth change requests, etc.
After you have designed our website, can we manage it ourselves easily?
Absolutely! You'll have several options for managing your site after it's completed. When we're done constructing your new website, you will own it and have full access to it. You will be able to make any changes to the site if you have any web editing knowledge. You can also opt for an editable website package. This way, you can log in to easily make changes to any non-Flash content in your site, any time you want. Just make sure you let us know you would like this option before you sign up. Thirdly, we offer a Webmaster service, if you'd like us to manage your new site for you. This is pre-paid,discounted update work to your site; 10 hours of work for only $450. This saves you $300!
I live in New York, you are in Michigan, how can we work with you? Should I not look for a local Company?
We do not consider this to be a problem.
Everything that you need to inspect is put up on the web as it's worked on, and materials and communications move easily by Phone or E-mails on a routine basis. Although we welcome our clients anytime to visit us physically, we have not met many of our customers in person. You don't need to meet us to convey your ideas, we have the expertise in this field to understand your requirements from top to bottom.
The internet allows you to choose from the best web developers in the world and still get better, faster service than the shop across town can provide — and, after all, that's what you'll be using the web to offer your own clients, isn't it? On the Web, all distances are equal to zero.
Even when someone chooses a local provider it is unlikely that they will visit that company in person because of tight schedules, and they end up talking on the phone and emailing. Working with your web developers and designers over the Internet is faster, more convenient, and more efficient than spending time arranging in-person meetings. We work in shifts, thus it allows us to answer phone calls during business hours on both the east coast and west coast.
Why are your prices so low for your excellent quality? Is this a scam? Are there hidden charges?
Kandle Web Site is a US company and we believe in business ethics and exceptional customer service. When you buy any of our services, you can buy with confidence.
If you are wondering how we can charge as much as 70% less than our competition and still be in business? There are a number of things to consider:
Clients - The first thing to consider is the importance of our clients. It is our opinion that our clients always come first. We like to be able to cater to their needs and wants. Without clients, we have no business, and without business, we cannot make money. So with that in mind, we always make sure we take care of them and we are sure they would recommend us through word of mouth which in turn brings our marketing costs down.
Promotion and Advertising - We choose the way we promote our web design business very carefully and ensure every promotion dollar pays for itself. We've spent a lot of time researching in this field. This is what our business is about, "Web Design and Internet Promotion". So, we take this to the extreme. We find the absolute best values for money, as well as the most popular ones that may cost a little more. We look at every angle of advertising and promoting in order to promote our company and to keep expenses down while keeping prices low.
Co-Creation – We need your support to finish the website in a timely manner to keep our costs down. For this to happen, we expect you to give us contents on time and all milestones that requires your action, such as approving design mockups or web design changes be acknowledged on time.
Can you help us get listed in Search Engines?
We provide Search Engine Optimization for $980/Year to help you list in Major Search Engines. You can request more details when you call us.
Will we get a chance to review and suggest modifications to the website before it is launched?
Of course - this is the heart of out business! In fact, we will work with you closely to create the website based on your input. We will do our very best to make you happy.
I am a small home business, do you work with Individuals?
Yes, we work with small or medium sized businesses, professionals, home business owners, startups, and individuals.
Do you design Adult Web Sites or sites that could be construed as being bigoted or are intended to harm, discredit or otherwise defame any individual, race, group or nationality?
ABSOLUTELY NOT!!!