Policies

Table of Contents – click on any link to jump to that section:

• Hours
• Can I modify my logo files?
• Revisions policy.
• Our questionnaires.
• Timeliness policy.
• Do you ship anything?
• How long does it take?
• How long does it take to receive a pre-made logo design?
• Your responsibilities for your brand.
• Your communication responsibilities.
• General Business Branding policies.
• How many revision rounds do I get?
• Website project policies.
• Website project deposit policy.
• Will you create a website for me using (insert platform here)?
• What if my website requires a LOT of content?
• Website suspension policies.
• What’s excluded from your 10% discount?
• Privacy policies.
• Disclaimers.

What days do you work?
We work Monday through Friday, 8am to 4pm PST — Wednesdays are considered administrative days, so our response times may be a bit delayed. We do not work weekends, and we observe all federal holidays.
Do you provide layered files or fonts?
We do not provide layered or editable logo files, nor do we provide the graphics in any of our logos as stand-alone items. We maintain strict policies to ensure that we are meeting our licensing agreements with some of the artists that we work with; we also spend a lot of time ensuring that the final product we deliver to you is a sound design. Please do not modify the final logo files you are provided; if you require changes, we would be happy to assist you.

Regarding fonts, we are happy to provide typography information to you, but we will do so at the conclusion of your order when we send your finalized files to you! We do not, and cannot, provide font files to you as a part of your order. You must purchase the fonts so that they are licensed to you.
Revision Policy
If, at any point during your order, we determine that your requests are outside of the scope of what you paid for, we will provide written notice to you of our recommendation that your order be transferred to an hourly rate. Your existing payment will be converted to credit for our hourly rate, our time spent thus far assessed, and you will be billed for the remainder of your items. Excessive revisions, changes to finalized files, requests to re-design items, excessive requests to modify your order from what was previously discussed, or excessive indecision may result in your order being converted to an hourly rate.
The Questionnaires
Our questionnaires are major components to our branding process and workflow; we will not begin working on your order until we have received a fully completed questionnaire regardless of information you may have previously provided us. 

We allow requests for cancellation of your order prior to completion of your questionnaire; once you have provided a completed questionnaire to us, the sale is considered final & no refund will be provided.
Policy on Concept Deviation, Indecision, Lack of Communication, Excessive Absence/Time Lapses, Abuse
At any time, we may halt the branding/website process and request that you reevaluate if we feel that the process has gotten off track or too many changes that deviate from the original idea or concept have occurred. 

You may be presented with the opportunity to choose a design that has been presented to you based on your specifications, or the option to place a second order to begin the process a second time if you have exceeded the allotted revisions. 

Regarding lack of communication, excessive absences not previously communicated or major lapses of time in the branding/website process, at any time we reserve the right to terminate the client-designer relationship at any time with no refund and the option to finalize previously presented files.
I received a shipping notification; will I receive anything physical?
No! You won’t receive a physical item from us; we provide our files digitally, either via e-mail or by a download link. The shipping notification serves as the notice that your order has been completed and your finalized files have been sent to you. 

Similarly, if you have abandoned your order or have failed to communicate with us, the notice that your order has been closed will serve as your shipping notification. Should you return to complete your order, it may require a fee. You will be provided the option to finalize the existing files to complete your order, but no additional work will be performed.
What is your turnaround time?
Our turnaround time varies for each project we take on. For the most accurate estimate, it’s best to inquire. Any time frames we provide assume that you will be prompt (same or next day) with your communications to us.
Disclaimer & Client Responsibility
All designs provided to clients are based on client questionnaires or pre-made logo purchases. It is the client’s responsibility to ensure your business name is cleared & that the logo & branding (if applicable) does not bear similarity to the branding of similarly named businesses or related industries. Pre-made logos are re-sold in our shop, and may not be trademarked or considered one-of-a-kind or unique. Custom logo & branding orders are based solely on information that a client provides to us, and designs are created from scratch based on that information. No designs provided as reference will be duplicated.
Communication Policy & Your Order
1) We need to have a single point of contact. For some services this is driven by the legal agreements that we have with our point of contact but in general, more than one person on a project leads to confusion on both sides and causes delays in the project. We will not communicate with multiple people on a project so if a change in who we’re working with needs to be made, we will first determine with whom we’re working & then proceed with the project.
2) We make every effort to be respectful of our clients’ time & we feel it’s reasonable for this to be returned in kind. We schedule our projects very carefully to ensure that we’re devoting the proper time and attention that your project needs. If at any point you need to take additional time or find that you may be busy & it’s causing lapses in communication greater than two weeks, we ask that you please inform us, at which point we’ll place your project in caretaker status to await your return to the project. Similarly, any lack of response greater than two weeks without notification will also put your project in caretaker status, which means that the project still exists but isn’t being worked on. A complete lack of communication may result in a fee to reopen the project, which although rare does occasionally happen. We decide this on a case by case basis but if the client communicates proactively this almost never happens.

General Premade Logo Policies
With optimal communication from you, premade logos general process within 1-2 business days.All premade logos that contain graphic elements are sold as-is. No additions, subtractions, or alterations will be made to graphic elements contained within a premade logo without a custom logo order. You may request a font change, or a text color change with your premade logo order.While we do allow the use of your premade logo on a variety of print and web materials, you may not submit your premade logo for trademark. We retain rights to your premade logo design.Please note that due to the digital nature of our services & products, refunds will not be provided after proofing has been provided to you, regardless of your acceptance of the proofs.
General Branding Policies
All custom logo design and business branding packages involve hours of research and work prior to beginning your designs which is why once the questionnaire has been returned, your order is no longer eligible for a refund, at all.

Our custom branding packages take time, averaging 5-6 weeks. Due to the sensitive nature of the branding process and the impact a brand can have on any given business, we are unable to rush the process, even for additional fees.

Our branding packages include a specific number of revision rounds after the initial round of proofing is presented. Revisions are considered minor alterations to an existing design, such as a font change or moving an element. It does not constitute a totally new proof being designed. Exceeding the allotted number of revisions, as noted below for specific packages, may incur additional charges, billed at our hourly rate, in half-hour increments.

We request that you review your questionnaire thoroughly before submitting. Our experiences in the custom branding process show that the more thorough the information you provide, the better able we are to provide a logo to suit your needs.

Revisions Allowed:
Custom Logo – Initial design, plus two revision rounds.
Custom Logo Package – Initial design, plus two revision rounds.
Basic Branding Package – Initial design, plus two revision rounds.
Ultimate Branding Package – Initial design, plus five revision rounds.
Experience Package – Initial design, plus five revision rounds.

Printed Materials:

Autumn Lane Paperie, Inc. is not liable for any issues that may come up when you send your items to print, or design items on your own with the logo + other materials we provide. We require printer’s specifications when designing any printed materials and will ensure that the final files provided meet the printer’s specifications.

We recommend using Moo or Vistaprint for your printing needs. We are not affiliated with either entity, nor do we receive any compensation for our recommendation. We’ve been happy with the print quality from both places, as well as the price point, which we think is suitable for most of our clients. Both print companies show mock-ups prior to the customer submitting their order. We recommend reviewing your item thoroughly before you order, as we cannot reimburse for what is perceived to be a poor print.

During the proofing process with Autumn Lane, if you have questions about how it will print, please seek our advice and recommendation if we have not provided it already. In addition, we highly recommend that you test out the print preview with the watermarked proof files we provide. It will give an accurate representation of how the elements will display.

If your printed materials contain gold foil or other metallic texture – please be advised that not all printers are created equal. We highly recommend that if you want to include gold or other metallic accents in your brand that you invest in foil printing for the best possible quality product. We cannot accept responsibility for the printing quality of a shiny gold texture.

If you plan to invest in large signage or other large printed materials – the vast majority of artwork we use to create feminine, ethereal watercolor brands is hand-painted by artists and is not mouse-made or native vector artwork. While we can provide a file that is scaleable to any size, certain details in highly complex watercolor artwork will be lost during the process.

General Website Policies
First, we’re thrilled that you’ve chosen to work with us at ALP on your new website, thank you for your confidence!

Second, we ask that you please respect our expertise on the matter & that we not deviate from the process that we’re using for websites because it affects more than just the person who’s asking for special treatment. At any given time, we have a dozen or more website projects open & we need to ensure that we provide the best quality possible to each & every client, so we’ve developed a system over the years to do just that, which is summarized as follows:

• Upon receipt of your completed questionnaire, we create a ticket for both you & us to track the progress of your website project. This will also allow you to see what steps remain prior to launching your website!
• Since this is a collaborative process, we will require input from you on your website, primarily your content which consists of your website pages’ images & verbiage that you want to use. If you need help with your website’s content creation, we may be able to link you up with an author, please let us know if you need this service.
  • It’s important to note that your website’s speed of completion will most likely depend on how quickly the content is provided. We create websites on a daily basis & are pretty quick when it comes to our portion but since we’re not the experts on our clients’ operations, we’re unqualified to create their content as part of the website design package.
• It’s also important that feedback be delivered in writing, not over a phone call, Skype session, FaceTime call, etc. At any given time, you will have a team of individuals working on your project to ensure it’s the best that it possibly can be. Feedback in writing is the only way in which we can be certain that all experts receive the same information, especially since our team has members in different geographic locations – we’re a flexibly mobile family business like that.

We work with several clients at any given time & as a result we’ve formed a process that works well for just such a situation. We ask that your website project adhere to the process that we use & acknowledge that any attempt to force deviation from the process may result in immediate termination of your website project.

Platforms
We work in WordPress & Shopify, we aren’t accepting projects on any other platforms at this time.

Website Content Creation
We do not provide verbiage for your website pages – we can link you with a content author if you need help with this portion of your website but we do provide examples of what makes for good, basic content on specific pages in our website questionnaire.

Once a completed website questionnaire has been delivered, no refunds will be issued, in whole or in part.

Website Suspension Policy
Any websites hosted on our servers in default of payment are subject to suspension after being overdue for 2 weeks. If there is no communication for 60 days following non-payment, the website will be considered abandoned & deleted from the server.
We reserve the right to charge a service fee to restore removed websites.

Privacy Policy
Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.


Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email button or contact page on our website:

• See what data we have about you, if any.
• Change/correct any data we have about you.
• Have us delete any data we have about you.
• Express any concern you have about our use of your data.

Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information, that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page. We do not store any financial information such as credit card numbers, etc.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only Autumn Lane Paperie, Inc. employees who require access to the information to perform a specific job are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

Analytics
Autumn Lane Paperie, Inc. makes use of analytical tools to track behavior over time on our website. The data collected through analytics is not personally identifiable & may in no way be associated with any individual.

Updates
Our Privacy Policy may change from time to time and all updates will be posted on this page.

What’s excluded from the 10% ALP discount?
Our Total Website Solution, Website Hosting, Branding Experience, & our Brick & Mortar Package (Online & Offline Sales Package).

Legalese:
All information, including processes and wording in listings, as well as the branding questionnaire is intellectual property of Autumn Lane Paperie and is a major component of our branding process. The questionnaire & product information may not be copied, duplicated, nor portions of it used without the express written permission of Autumn Lane Paperie owners. We have exclusive rights to this property and the methods in which we use it; failure to recognize these rights and comply with request for use of portions of this questionnaire will result in prosecution to the fullest extent of the law.

Disclaimers
Success or Failure
We make no guarantee for the success or lack of success of any business venture through the use of our products and/or services. Any opinions given to clients or potential clients is only that – opinions – they are NOT meant to be used as legal or definitive advice in the place of a professional such as a lawyer or accountant. We highly recommend that you seek out professional guidance for your specific case & geographic location, as situations can change from locale to locale & depending on the point in time that things happen.

Copyright Infringement
We make no guarantee to any individual or organization related to copyright infringement stemming from copy provided for their project. We at Autumn Lane Paperie take the copy provided to us by our clients for their projects & use it at their direction for their project, whether it be branding, website copy, or other. If we are contacted by the originating individual or organization in the case of plagiarism & an unresponsive client whose site we host, we will contact the client with the information & inform them of the infraction & the request of the copy owner. If necessary, we may be forced to take steps to remove the copy to ensure that we comply with any pertinent laws.

Third Party Software
We use industry standard, well-coded, leading software on our website projects but we acknowledge that there may be times when these software packages create potential conflicts with other software or services due to updates, operator error, etc. We bear no responsibility to any inconvenience caused from third part software issues such as plugins, themes, or services.

Changes made by or on behalf of the Client
We bear no responsibility to any effects caused by changes to any of our products or services made by or on the behalf of our clients & if contacted to remedy any detrimental effects caused by these changes, additional fees are likely.