TERMS & CONDITIONS

Please read the following Terms and Conditions before working with us on your website, design, or consulting project, or before your Web Maintenance Plan begins. Thank you!

How Our Web Maintenance Plans Work

  • Our blocks of time are reasonably priced for small businesses and startups like you. Tasks are deducted from your chosen Plan using our minute-by-minute time-tracking software. If a task only requires four minutes, then only four minutes are deducted from your timesheet. No minimums, no overcharging.

    All completed tasks are logged in your timesheet, accessible via your Client Portal → Time Worked

  • Once a tasklist or change-request is submitted, the average turnaround per task list is 1–2 business days.

    Because web maintenance is billed based on actual time spent, you’re only paying for what you truly need, no overcharging, no wasted hours. It’s streamlined, efficient, and designed to respect both your time and investment.

    We aim to respond to messages and comments within 24 business hours, Monday–Friday, 9AM–6PM MST.

    • Plan cycle is 30 calendar days

    • You have access to our web maintenance services for 30 calendar days.

    • Services begin once payment is received

    • Time does not roll over to the next cycle/month

    • Additional work beyond your plan is billed at $250 per hour

    • Unused time is not refundable or prorated

    • Each new plan is scoped based on the volume of tasks you submit

    • No subscriptions. No ongoing commitment.

    • Payment is due on the first day of your web maintenance plan.

    • Services begin once payment is received, which secures your spot in our project calendar

    • If payment is late, your maintenance plan will not start until payment is received.

    • Invoices are automatically sent via our invoicing software.

    • Accepted payment methods: All major credit and debit cards, ACH direct payments, and bank transfers.

    • We DO NOT accept personal or business checks, or phone payments.

    • Receive 10% off when you pay for six (6) months upfront.

    • Discounted rates are available for registered non-profit organizations (NPOs).

  • SUBMIT YOUR REQUEST

    • Submit a clear, bulleted list of your website updates & change-request through the Client Portal

    • If this first time logging into the Client Portal:

      • Click “Sign in with magic link” and enter your email address.

      • We will grant you secure access.

      • Once inside, select Requests → New Request

    WE REVIEW & RECOMMEND

    • Once received, we will recommend the maintenance plan that best fits your needs based on scope and volume.

    • Invoice is sent.

    WORK BEGINS

    • Once payment is received, your selected plan activates for 30 days, giving you access to our web support and optimization services.

    • Each task will be completed with 1-2 business days (see: Turn-Around Time)

    • Client reviews the changes and submits a bulleted list with feedback in a timely manner.

    • All task(s) will be logged (down to the minute) directly in your Client Portal → Time Worked

  • We never login to your personal Squarespace or Shopify Account. Adding us as a Contributor/Admin allows us to manage & design your site within our own accounts.

    ➤ Squarespace Clients: Invite us as a Contributor

    • Send invite to: themuddshop@gmail.com

    • Permissions:  Administrator / check all (except Billing)


    ➤ Shopify Clients:     Add us to your Staff Account

    • Send invitation to: themuddshop@gmail.com

    • Access: Full Permissions / Admin

  • At the end of your 30-day cycle, you’re welcome to renew for another month or pause until you need support again. Whatever works best with your season of business.

    We care deeply about long-term, collaborative relationships, so whether you’re continuing monthly support or popping back in for strategy or updates, you’re always welcome here.

    You can review the details anytime: themuddshop.co/web-maintenance

  • High-performing websites aren’t static — they are living, breathing entities that evolve.

    Regular updates keep your site fast, secure, and up-to-date with current platform standards. Fresh content and well-maintained code not only improve your user’s experience but also signal relevance to search engines *ahem Google helping your website’s visibility and reach over time.

    Consistent content updates and backend improvements ensures your website always reflects the high level at which your brand operates.

  • If you’re considering larger-scale design changes (5+ hours), changing templates or themes, shifting platforms, restyling or restructuring multiple pages of content, or implementing a full rebrand — this falls outside of standard maintenance support.

    For more strategic or comprehensive updates, please complete our New Client Intake Form.

    From there, we’ll scope out a custom website redesign project proposal at fits your goals.

How To Give Clear & Effective Design Feedback

Providing feedback for your designer is a crucial part of the process and ensures your brand/website is exactly where you want it to be. We’ve outlined a few Do’s & Don’ts to help keep us on the same page and ensure your project runs smoothly.

How to provide the best feedback

FAQs

  • If you receive your design files or website links and it's not what you had in mind, firstly, remember to be kind. We will happily explain our reasoning for our design decisions, but if it's still not something you wanted, we can go back to the drawing board. Additional costs apply for restarting the project or making changes beyond the initial Project Proposal.

  • Life happens, and we recognize that unexpected situations can occur. Per these Terms & Conditions, you have the option to pause the project for up to three months* beginning from the date you provide us a written/email notification.

    • Following the three-month period, you are required to resume the project from the point of suspension; failure to do so within this timeframe will result in the automatic cancellation of the project.

    • Please be aware that the 50% deposit collected upfront functions as a "kill fee" to compensate for the work completed by the Designer up to the cancellation date. This policy is in place to ensure fair compensation for services rendered in the event of project termination.

    *Please note: Web Maintenance Plans operate on 30-day cycles and are billed upfront, so the three-month pause option does not apply.

  • This one is simple, simply let us know (via email or within your Client Portal).

    • We will either whip up a new quote and pop it on your invoice and we’ll move forward.

    • Or in the case of a Web Maintenance Plan, we’ll add the something extra your Timesheet.

    • Designs/Graphics: You will receive JPEG, PNG, and ESP for your main design files, and PDF for any assets. A file type guide provided below informs you when you should use each file type. All files will remain in our Shared Dropbox or Google Drive Folder(s) for 30 calendar days following project end date. Should you need any files beyond those 30 days, an unarchiving fee will apply.

    • Web/Code: Upon the launch of your website, all associated files reside exclusively within your chosen website platform (e.g., Squarespace, Shopify, Wix) and/or website host (e.g., GoDaddy, Hover, Bluehost, etc.). You retain complete ownership and control over your website, with unrestricted access to the source code and files at any given time.

    • Please note that TheMuddShop does not guarantee storage or reuse of any code or code-customizations created during the course of your project.

    • If you’re looking for past versions of your website we recommend searching the Wayback Machine’s Internet Archive: archive.org/web

    • All File Types Explained In Detail

    • Design/Graphics:  Once final payment has been made, you will have rights to use the designs we’ve created as you please. Although, we do politely ask that you don’t change or manipulate any of the assets provided to you.

    • Web/Code: Our code customizations and website layouts are designed for optimal user-experience. While you have the right to modify your website as you please, it's important to note that any alterations made independently may lead to unforeseen issues such as coding errors, usability glitches, or functionality disruptions. We advise caution and recommend reaching out to us (via our Web Maintenance Plans) for any modifications to ensure a seamless and error-free website experience. Please be aware that we cannot assume responsibility for any issues that may arise from self-editing.

      TheMuddShop requests that you acknowledge our exclusive creation of designs, code, graphics, etc. As the rightful creator, we retain the privilege to showcase these elements on our socials and website for promotional purposes. Your understanding and cooperation in recognizing our intellectual property rights are appreciated.

  • We pride ourselves on having a strong client-designer relationships, so of course you can return at any time. Whether it be for some advice or for an additional website work.

    Our doors are always open to:

  • We understand that life can be unpredictable, and files may occasionally go missing. If you're searching for your logo files or any designs/graphics from your project, rest assured that TheMuddShop takes file storage seriously.

    • We diligently back up all your project files on our reliable external hard drives, ensuring they are safe and sound for a generous 7-year period. However, beyond this timeframe, we cannot guarantee possession.

    • Should we still have your files (at any time) a reasonable unarchiving fee of $150 will apply. This fee covers the secure storage and retrieval of your files from our archives. Thank you for your understanding and cooperation regarding this policy.

The Fine Print

As our Client, you have the power and ability to enter into any work agreement on your behalf or the behalf of your company or organization. You agree to provide us with everything that we need to complete the project including all text/copy, all images/photography/audio/video files, and links, as well as all other information as and when we need it, and in the format that we ask for.

You agree to review the work, provide feedback, and sign-off approval in a timely manner. Deadlines work two ways and you will also be bound by any dates that we set together. You also agree to stick to the payment schedule and communication requests we have outlined. We have the experience and ability to perform the services you need and will carry them out in a professional and timely manner.

Along the way, we endeavor to meet all the deadlines set, but can’t be responsible for a missed launch date or a deadline if you have been late in supplying materials or have not replied, approved or signed off our work on time at any stage. We also maintain confidentiality of any information that you give us – and you guarantee that any elements of text, graphics, photos, designs, trademarks, or other artwork that you provide for inclusion in the design are either owned by your good self or that you have permission to use them.

  • Design Packages, Maintenance Plans, and Estimates are based on the information you provided us regarding project requirements. Actual costs may shift once all project elements are finalized or negotiated. Prior to any changes of cost, the client will be notified.

    ➤ Design Packages are offered at a flat-rate due to the clear set of deliverables

    • Flat-Rate Packages require a 50% deposit upfront; this guarantees your commitment to the project and secures your spot in the design calendar. On the last day of the design project, just before launch, you'll pay the 50% remaining balance. Or 60 calendar days after the project start date, whichever comes first.

    ➤ Web Maintenance Plans and Month-to-Month services are billed on retainer

    • Retainers & Monthly Maintenance Plans are paid in advance to secure availability in the Designer’s schedule, for a duration of time. Retainers & Maintenance Plans are discounted off our hourly rate as a benefit to you. We are paid in advance for services to be rendered.

  • Life happens, and we recognize that unexpected situations can occur. Per these Terms & Conditions, you have the option to pause the project for up to three months* beginning from the date you provide us a written/email notification.

    • Following the three-month period, you are required to resume the project from the point of suspension; failure to do so within this timeframe will result in the automatic cancellation of the project.

    • Please be aware that the 50% deposit collected upfront functions as a "kill fee" to compensate for the work completed by the Designer up to the cancellation date. This policy is in place to ensure fair compensation for services rendered in the event of project termination.

    *It's important to note that this three-month project pause does not apply to our Web Maintenance Plans, which run for 30 calendar days at a time and payment is collected upfront.

  • You agree to pay all invoices within seven (7) days of receipt. If payment is not received by the eighth (8th) day, a $50 late fee will be added to your invoice. Additionally, any outstanding balance will accrue a 5.0% monthly late fee until the full amount is paid.

Updated: 01/01/2026