Policies and Procedures

*** The following policies and procedures will be updated and amended from time-to-time. ***

Client Relation Policies

All communication – phone and email – between the staff at Big West Marketing, Inc. and Clients must be kept respectful.

Phone conversations that involve foul language, yelling or any disrespect will be terminated. The employee is required to politely state the following “Our company policy is to end phone calls when Clients yell, use foul language or speak in a disrespectful tone. I am going to respectfully hang up.” Also, phone conversations that involve disagreements over what was verbally exchanged will be immediately ended. Future communications will be via email in an attempt to minimize disagreements by documented proof.

Email communication that includes disrespectful or rude language is not acceptable for us to continue working together. Our partnerships with our clients are based on trust and if a pattern of rude communication occurs, we will first contact you by email. If the issue persists we may discontinue the work and cancel any SEO, Web Design or Hosting services.

If this does not solve the problem, we will terminate the contract.

Billing Policy

It is Big West Marketing, Inc.’s policy to pursue collection of overdue balances from Clients. Collection procedures will be applied consistently and fairly for all Clients. Billing transactions are completed via the Client’s credit card given to Big West Marketing, Inc. representatives over the phone or through the Keap email invoicing system. It is the sole responsibility of the Client to notify Big West Marketing, Inc. of any changes to credit card status or email status. When Clients partner with us for services, we are proud to offer a payment plan; as such, no exceptions will be given.

Please Note: While a Client is in collections, no website design updates will be completed. If you’re an SEO client services will pause and will resume when payment information has been updated. 

Collection Procedures For SEO, Web Design and Hosting Clients

All collections attempts are done via email. It is the Client’s responsibility to notify Big West Marketing, Inc. of any changes in email status.
1. First Attempt: An email will be sent giving 2 days to update credit card information.
2. Second Attempt: A second email will be sent giving 2 additional days to update credit card information.
3. Third Attempt: A final email will be sent. At this point the account is considered delinquent. The Client will have 48 hours to call us with an updated credit card. If Big West Marketing, Inc. does not hear from Client, it will result in the suspension of website and all work until we receive payment.

Important Note: If a hosting Client is in collections three months during a twelve month period, the Client’s hosting will be cancelled and the website transferred to another hosting provider. A Big West Marketing representative will send an email notification and the Client will have thirty days to set-up hosting with another company; Big West Marketing will transfer the site at no additional charge. If at the end of the thirty days another hosting plan has not been created, the Client’s website will be backed-up and removed. An alternative option is for the Client to pay for a full 12 months of hosting in advance.

Clients with Suspended Hosting Accounts

If a Client’s website has been suspended due to non-payment for 30 days or more, the site will be backed-up and removed from our server. If the Client would like to resume hosting, there is a one-time $100 website restore fee.

Cancellation of Services

Clients that do not adhere to Billing Policies and Procedures regarding the monthly hosting service will be cancelled and given the opportunity to transfer the website to a third-party host such as Godaddy.com. Note: It is the responsibility of the Client to call Big West Marketing, Inc. to set up hosting and or other options. Please be aware that other fees or policies may be in the original agreement signed by the Client.

If a Client responds to a billing disagreement with foul or disrespectful language, Big West Marketing, Inc. reserves the right to nullify the agreement. See below for how this affects different services:

• SEO:
  • SEO services will be cancelled. If the Client owns their website and is hosting it with us, it will be transferred to another hosting provider of the Client’s choosing. The Client will have seven days to set-up hosting services and Big West Marketing, Inc. will transfer the site. If the Client does not set-up hosting elsewhere within this timeframe, the site will be backed up and removed from the server. If the Client does not own their website, they will be given the option to pay the remaining balance in full and then transfer the site. The Client does not own the rights to the website if Big West Marketing, Inc. does not receive full payment.
• Web Design – Monthly Payment Plan:
  • The Client will be given the option to pay the remaining balance in full and transfer hosting to another provider. Otherwise, the website will be backed up and removed from the server. The Client does not own the rights to the website if Big West Marketing, Inc. does not receive full payment. If the Client pays the remaining balance, they will have seven days to set-up hosting services with another provider and Big West Marketing, Inc. will transfer the site. If the Client does not set-up hosting elsewhere within this timeframe, the site will be backed up and removed from the server.
• Hosting:
  • Hosting services will be terminated. The Client will have seven days to set-up hosting services with another provider and Big West Marketing, Inc. will transfer the site. If the Client does not set-up hosting elsewhere within this timeframe, the site will be backed up and removed from the server.

 

Transferring Hosting Services

Once the Client owns their website, they can transfer hosting to a third-party provider. If third-party hosting has not been set up within seven days of expressed desire to transfer hosting services, the Client has the option to continue hosting with Big West Marketing, Inc. or have the website removed from the server.

The fee for hosting transfers is $100 per hour, with the first hour included for free. For Big West Marketing, Inc. to transfer the website, the client must purchase cPanel or Linux hosting with the third-party provider. If the client purchases managed hosting with another provider, Big West Marketing, Inc. will not assist with the transfer.

Clients must notify Big West Marketing, Inc. via email or by leaving a message on the company voicemail if transferring hosting to a third-party company so that we can cancel payment and remove the site from our server.