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Policies and Procedures

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. It is the sole responsibility of the Client to notify Big West Marketing, Inc. of any changes to credit card status or email status.

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

 

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 five days to update credit card information.
2. Second Attempt: A second email will be sent giving five days to update credit card information.
3. Third Attempt: At this point the account is 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 hosting until we receive payment.

Important Note: If a hosting Client is in collections for four 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.

Clients in Suspension

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 $99 site restore fee.

 

Clients that disagree with the 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 sent to the Client.

 

Transferring Hosting Services

Once the Client owns their website, they can transfer hosting to a third-party for a one-time $99 charge. If third-party hosting has not been setup 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.

Clients must notify Big West Marketing, Inc. if they transfer hosting to a third-party company so we can cancel their payments and remove the site from our server.

 

Client Relation Policies

Phone conversations between the staff at Big West Marketing Inc. and Clients that involve foul language, yelling or blatant 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.”

Phone conversations between the staff at Big West Marketing Inc. and Clients that involve disagreements over what was verbally said or not said will be immediately terminated. Future communications will be by email only in an attempt to minimize disagreements by documented proof.