Products Specific Terms & Conditions

1. Cancellation Policy

1.1 Client-Requested Cancellations:

• Clients may request the cancellation of their project at any time. To initiate a cancellation, clients must contact our customer support team in writing via email at hello@californiaconcierge.com.

1.2 Cancellation Fees for Print Products:

• The cancellation of an order may be subject to applicable cancellation fees based on the progress of the project. These fees are determined as follows:
• If the cancellation request is made within 24 hours of placing the order and no work has been started, a full refund will be issued.
• If the cancellation request is made after 24 hours but before any initial design concepts/drafts have been presented, a cancellation fee of 25% of the order will apply.
• If the cancellation request is made after initial design concepts/drafts have been presented but before the final design/draft has been approved, a cancellation fee of 50% of the order will apply.
• If the cancellation request is made after the final design/draft has been approved and any deliverables have been provided, no refund will be issued.

1.3 Cancellation of Google My Business (GMB)/Google Business Profile Product:

• The cancellation of a GMB product must must be made in writing to California Concierge at least thirty (30) days prior to the desired cancellation date. Notice must be sent to hello@californiaconcierge.com. Billing continues until the 30th day post-notice.

1.4 Refund Process:

• Refunds for eligible cancellations will be processed within 3 business days after the cancellation request has been approved. Refunds will be made to the original payment method used for the order and can take 7-10 business days to process.
  

2. Refund Policy

2.1 Unsatisfactory Work:

• If a client is not satisfied with the final deliverables provided by our team, they may be eligible for a partial or full refund, subject to the following conditions:
• The client must provide detailed written feedback outlining the specific issues or concerns with the delivered work within 3 business days of receiving the deliverables.
• Our team will review the feedback and, at our discretion, offer revisions or make adjustments to address the client's concerns.
• If the client remains unsatisfied with the revised work, a partial refund may be issued, depending on the extent of the dissatisfaction and the discretion of our team. The refund amount will be determined on a case-by-case basis.

2.2 No Refund Situations:

• No refund will be provided in the following situations:
• The client has approved the final design/draft and received the deliverables.
• The client fails to provide feedback or communicate dissatisfaction within the specified timeframe.
• The client violates any terms and conditions outlined in our agreement.
  

3. Revision and Redesign Policy

Upon approval and delivery of the project, the agent/client is allotted 3 business days from the date of delivery/approval to review the design work and request revisions or redesigns deemed necessary. 

Requests for revisions and redesigns must be submitted within 3 business days. Any requests made after this timeframe will not be eligible for consideration. Should the agent/client wish to make revisions or request a redesign of the project after the 3 business days, California Concierge reserves the right to charge a redesign fee determined by management. This fee will be determined based on the scope of work required for the requested changes. Upon approval and payment of the redesign fee, only then will the edits be started and worked on by California Concierge.

3.1 Redesign / Edit Fee for Non-California Concierge Projects: 

Management reserves the right to charge a redesign/edit fee for changes or revisions done on Non-California Concierge designs and projects qualifying under customized orders/designs. The re-design / edit fee will be determined by management based on the scope of work required for the requested changes. Upon approval and payment of the re-design / edit fee, only then will the edits will be started and worked on by the California Concierge.

This includes, however, not limited to logo designs, print-related designs (business cards, flyers, postcards, etc), pegs or designs to be copied or replicated as requested by the client or agent, etc.

Examples: 

1. The Client requested that a certain flyer be remade and sent a sample photo or peg to be replicated by California Concierge.

2. The Client has an existing logo (made by a different designer or agency) that requires some changes and edits (font color, font style, logo color, and style). 

Note:

Waiving charges for edits that involve purely just adding in mandatories (ex. REALTOR (R) Logo, DRE/TREC number, brokerage logo, etc) will be on an approval basis from management.

4. Communication

Clients are encouraged to maintain open and clear communication with our team throughout the design process. Timely feedback and collaboration can help ensure that the final design meets the client's expectations.

5. Production Timeline Considerations:

5.1 Initiation of Printing Process:

• Clients should be aware that once the printing process has commenced, cancellation requests may be subject to limitations and additional costs. The specific timeframe and associated implications will be communicated upon initiation of printing.

5.2 Unique Aspects of Print Production:

• Print products may involve specific production timelines based on factors such as material availability, printing techniques, and quantity. These unique aspects will be outlined in the order confirmation and may influence the ability to accommodate cancellation requests.
  

6. Quality Assurance for Print:

6.1 Quality Assurance Processes:

• Our quality assurance processes for print materials include rigorous checks at various stages of production. This encompasses a thorough review of design files, color accuracy checks, and a final inspection of the printed materials to ensure they meet our high standards.

6.2 Addressing Print Defects or Issues:

• In the event of potential defects or issues with print materials, clients are encouraged to promptly contact our customer support team. We are committed to addressing and rectifying any problems to ensure client satisfaction.
  

7. Shipping and Delivery:

7.1 Shipping and Delivery Timelines:

• Shipping and delivery timelines for print products will be communicated upon order confirmation. These timelines may vary based on factors such as the destination, shipping method, and the complexity of the print order.

7.2 Cancellation Requests and Shipping Stages:

• Clients are advised that once print products have entered the shipping stage, cancellation requests may be limited. Any associated costs or restrictions will be communicated to clients in advance.
  

8. Compliance with Printing Standards:

Our print materials adhere to industry and regulatory standards. Clients can be assured that our products meet or exceed established benchmarks for quality, safety, and environmental responsibility. Further details on these standards are available upon request.

9. Providing Print Proofs:

Clients may be provided with print proofs before the final production stage. During this proofing phase, clients have the opportunity to review and request adjustments. Clear communication channels will be established to facilitate any necessary changes or cancellations during this stage.

9.1 Providing Postcard Proofs

• 9.1.1 Postcard Design Proof
• The first postcard proof comes as a digital preview, showcasing the client's artwork and critical elements like QR code functionality, agent information, and adherence to required format and accuracy. Additionally, we double-check spelling and grammar, but the client's keen eye remains vital at this stage.
• 9.1.2 Postcard Print Proof
• The client will receive a physical, die-cut sample of their finalized postcard design. This tangible representation allows them to assess the final printed colors, textures, and cutting accuracy, confirming the overall appearance and functionality of their postcards before they go to print.
  

10. Return of Physical Materials:

In the event of a cancellation or refund, clients may be required to return physical materials, such as printed documents or branded items. Detailed procedures for the return process will be communicated by our customer support team.

11. Additional Fees for Print:

Certain costs may be associated with the production or cancellation of print materials. These could include expenses related to material acquisition, custom printing processes, or other specific considerations. Clients will be informed of any such costs during the order process.

12. Maximum Number of Revisions for Specific Products

Products included: 

• Listing Presentations
• Buyer Presentations
• Logo and Brand Guides/Style Guides
• Agent Bios

The products mentioned above have an allocation of 3 rounds of revisions. Any further revisions beyond the 3 rounds are subject to $25/round of revisions; therefore, it is advised to consolidate all builds and comments to maximize the included allocation.

13. Subscription Services: Approval Process

This section outlines the approval process for all subscription-based services with recurring deliverables and/or charges, including but not limited to:

a. Social Media Management Package 

b. 12 Direct Postcards 

c. Custom Market Reports 

d. Blogs and Newsletters

13.1 Proof Submission and Review

a. California Concierge will submit proofs of each month's work to the Client for review and approval.

b. The Client shall have 10 business days from the date of proof submission to review and provide feedback, comments, or approval to proceed with the next step (e.g., posting, emailing, printing).

13.2 Non-Response Protocol

a. If the Client fails to provide approval, feedback, or comments within the 10-business-day review period, the service will not be distributed or mailed for the current month.

b. In such cases, the payment and work completed for the current month will be forfeited. No refunds or credits will be issued.

13.3 Subscription Continuity

The subscription will continue as scheduled for the subsequent month, regardless of any forfeited payment or work from the previous month.

13.4 Newsletter Services - Specific Provisions

In the event that approval for newsletter services is not received within 10 business days of proof submission, the following shall apply:

a. The newsletter will not be distributed for that month. 

b. The month's service will be forfeited without refund or credit. 

c. The subscription will continue to the subsequent month as scheduled.

By subscribing to our services, the Client acknowledges and agrees to the terms and conditions outlined in this section regarding the approval process for monthly work proofs.

14. Customization Fee

We reserve the right to charge a customization fee if the requested builds/edits are well outside the scope of the templates provided. This customization fee will be determined by the management and cascaded to the agent for payment before proceeding with the edit/creation. 

15. Third-Party Platform Availability and Service Interruptions

15.1 Service Dependency:

• California Concierge relies on third-party platforms, including Command, Mailchimp, or other similar platforms, to deliver certain services. Access to these platforms is subject to the availability and performance of those providers, which is beyond the control of California Concierge.

15.2 No Liability for Outages:

• California Concierge is not liable for any delays, interruptions, or errors caused by third-party service outages. This includes but is not limited to, the inability to send emails or other communications via Command or other similar platforms.

15.3 Refunds and Credits:

• Monthly subscriptions are non-refundable. Once the California Concierge has delivered a draft of any service deliverable (such as E-Newsletters, Custom Market Report, or other Marketing Materials) and it has been approved by the client, the service is considered rendered in full. In the event of a third-party platform outage, no refunds or credits will be issued for any interruptions caused by third-party platforms.

15.4 Service Restoration and Communication:

• The California Concierge will make reasonable efforts to keep clients informed about any significant interruptions in service and anticipated resolution timelines. Clients acknowledge that service restoration depends on third-party providers and may be subject to their resolution processes.
  

16. Changes to this Policy

We reserve the right to make changes or updates to this Cancellation and Refund Policy at any time without prior notice. Clients are encouraged to review this policy periodically to stay informed about any changes.

By placing an order with us, clients acknowledge that they have read, understood, and agreed to the terms and conditions outlined in this Cancellation and Refund Policy.