How We Work Together
These policies protect your project, your investment, and our working relationship. Please review before engaging services.
All projects require a signed service agreement before work begins. No contract, no start. No exceptions.
A 50% non-refundable deposit is required to secure your start date. Work does not begin until the deposit clears.
Rush requests accommodated based on availability. A rush fee of 25%-50% of the total project cost applies for delivery faster than standard turnaround. Due upfront with the deposit.
Each project includes defined revision rounds (typically 2-3). Additional revisions billed at an hourly rate. Scope additions are change orders quoted separately.
If cancelled after work begins, deposit is non-refundable and a kill fee equal to work completed applies. All cancellations must be submitted in writing.
Clients must respond to requests within 3 business days. Projects on hold for more than 14 days due to client inactivity may incur a restart fee.
Invoices unpaid after 7 days are subject to a 10% late fee. After 30 days, 5% per 30-day period accrues. Work product remains Diamond Excel Services' property until paid in full.
All work remains the intellectual property of Diamond Excel Services until final payment is received. Portfolio display rights reserved unless waived in writing.
Retainers bill on the 1st monthly, due within 5 business days. Unused hours do not roll over. Cancellations require 30-day written notice.
Office hours: Monday-Friday, 9:00 AM-3:00 PM EST. Messages outside these hours addressed next business day. After-hours by appointment only and may incur a scheduling fee.
All client information is strictly confidential. We do not share, sell, or disclose client data. An NDA is available upon request for sensitive engagements.
Clients responsible for providing legally owned content. Timelines begin only after all required client materials are received.
Questions before you book?
Happy to walk through any policy during office hours before you commit.