Policy & Procedures

1. Inquiry & Project Review Procedure

All new projects begin with an inquiry or quote request. Once we receive your request, we review the project details to determine fit, scope, timeline, and next steps.

Standard procedure

• A prospective client submits a contact form or intake form.
• FluxGrid Studio reviews the request and any provided files or references.
• If the project appears to be a good fit, we may respond with follow-up questions, a discovery call invitation, or a proposal.
• Submission of an inquiry form does not guarantee project acceptance, scheduling, or pricing.

Internal best practice

We collect only the information needed to evaluate the project and deliver services effectively. Access to inquiry data is limited to people who need it for business operations.

2. Discovery, Scope & Proposal Procedure

Before work begins, FluxGrid Studio defines the scope of the engagement in writing. This helps establish clear expectations around deliverables, timeline, responsibilities, and budget.

Standard procedure

• Project needs are reviewed through the intake form, email, or discovery call.
• FluxGrid Studio prepares a written proposal, scope summary, or service agreement.
• The proposal outlines the agreed services, estimated timeline, pricing, payment structure, and key deliverables.
• Work does not begin until the agreement is approved and the required deposit is paid.

Why this matters

A clearly defined scope reduces misunderstandings, protects the timeline, and creates a smoother experience for everyone involved.

3. Deposits, Payments & Scheduling

All projects require an approved agreement and initial payment before work begins. Project start dates are not reserved until the required deposit has been received.

Standard policy

• A deposit is required to reserve project time and begin work.
• Payment schedules are defined in writing before the project starts.
• Payments may be collected through milestone billing, monthly payment plans, or recurring support billing, depending on the service.
• Final files, launches, or transfers may be withheld until outstanding balances are paid according to the agreement.

Late payment procedure

If an invoice becomes overdue:

• work may be paused;
• project timelines may shift;
• launch dates may be delayed; and
• final files or access may be withheld until the balance is brought current.

Deposits are generally non-refundable because they reserve studio capacity, planning time, and production resources.

4. Communication Procedure

Clear communication is a required part of a successful project. FluxGrid Studio aims to keep communication professional, timely, and documented.

Standard procedure

• Primary communication typically takes place by email unless another method is agreed in writing.
• Project decisions, approvals, revisions, and scope changes should be documented in writing.
• Clients are responsible for providing timely feedback, requested materials, and approvals.
• Delays in communication, content, or approvals may affect the project timeline.

Studio expectation

We strive to respond professionally and clearly. We ask clients to do the same so projects can move forward efficiently.

5. Content, Assets & Client Responsibilities

The client is responsible for providing required materials unless those materials are specifically included in the agreed scope.

This may include

• logo files;
• brand guidelines;
• written content;
• service information;
• photography;
• credentials or access details; and
• legal or compliance language specific to the client's business.

Standard procedure

• The client supplies required content and files by the agreed deadlines.
• If FluxGrid Studio is also creating or sourcing content, that work must be included in the project scope.
• Delays in receiving required content may shift the timeline.

Accuracy responsibility

Clients are responsible for reviewing and approving all final content, names, dates, claims, pricing, and business information before launch.

6. Revisions & Approval Procedure

Projects move through defined review and approval phases. This keeps the process organized and prevents open-ended changes.

Standard procedure

• Revision rounds are provided according to the agreement.
• Revision requests should be submitted clearly and within the requested review window.
• New requests outside the approved scope may require additional fees or a revised timeline.
• Once a phase is approved, additional changes to that phase may be treated as extra work.

Approval best practice

All approvals should be documented in writing before the next phase begins.

7. Scope Changes & Additional Work

Changes outside the original scope are normal in creative work, but they must be documented and approved before work proceeds.

Standard policy

Any work requested outside the agreed scope may require:

• a revised quote;
• a change order;
• an additional invoice; or
• a timeline adjustment.

Procedure

• FluxGrid Studio reviews the request.
• We confirm whether the request fits within the original scope.
• If not, we provide the updated scope, cost, or timeline before additional work begins.

This protects both the client and the studio from confusion about what is and is not included.

8. Project Pause, Rescheduling & Termination

There may be situations where a project must be paused, delayed, or ended.

A project may be paused if

• invoices are overdue;
• required client content is not provided;
• approvals are significantly delayed; or
• communication becomes inactive for an extended period.

If a project is paused

• the timeline may shift;
• the original delivery schedule may no longer apply; and
• rescheduling will depend on current studio availability.

Termination policy

FluxGrid Studio may end or decline an engagement if:

• payments are repeatedly missed;
• communication becomes abusive or unworkable;
• the scope changes substantially without agreement; or
• the project cannot proceed under reasonable conditions.

In those situations, the client may still be responsible for payment for work completed to date.

9. Launch, Delivery & Ownership Transfer

Project completion typically includes final delivery, launch support, or transfer depending on the service.

Standard procedure

• Final review is completed before launch or delivery.
• Outstanding balances must be paid according to the agreement.
• Final files, website credentials, editable source files, or asset transfer occur according to the scope and ownership terms.
• Unless otherwise stated in writing, ownership transfer generally occurs after full payment has been received.

Client responsibility before launch

Clients are expected to review and approve the final work carefully before launch or file release. Once approved, further changes may be treated as new work.

10. Ongoing Support & Maintenance Procedure

Ongoing support is available only when included in the package or covered under a separate support plan.

Standard procedure

• Monthly or ongoing support services are billed in advance unless otherwise stated.
• Included support tasks must fall within the agreed plan.
• Additional requests outside the plan may be billed separately.
• Support services may be paused if recurring payment fails.

Best practice

Define ongoing support scope clearly at the start of the engagement to avoid confusion about what is included month to month.

11. Privacy, Data Handling & File Security

FluxGrid Studio handles contact information, project files, and uploaded assets responsibly and with business-appropriate care.

Privacy and data handling policy

• We collect information needed to respond to inquiries, evaluate projects, and deliver services.
• We do not intentionally collect more personal information than is necessary for those purposes.
• Access to project information and uploaded files is limited to people who need it for business operations.
• Files and client information are stored using secure, reputable tools and platforms appropriate to the work being performed.
• Information is kept only as long as there is a legitimate business need, legal obligation, or operational reason to retain it.

Website form best practice

Where FluxGrid Studio collects information through a website form, the site provides a clear privacy notice explaining what information is collected, why it is collected, and how it is used.

12. Accessibility & Usability Standard

FluxGrid Studio values accessible and usable digital experiences as part of what it means to build quality work.

Standard practice

Where applicable, websites and forms are designed with accessibility in mind, including:

• clear labels and instructions;
• sufficient contrast;
• keyboard-friendly interaction;
• understandable structure;
• mobile-friendly layouts; and
• clear indication of required versus optional fields.

Internal expectation

Forms, navigation, and key interactions are reviewed for usability and accessibility during implementation wherever feasible within the agreed scope.

13. Intellectual Property & Usage

Ownership and usage rights are defined clearly in writing as part of every engagement.

Standard policy

• FluxGrid Studio retains rights to concepts, drafts, and unpaid work unless otherwise agreed in writing.
• Final approved deliverables transfer according to the agreement, typically after full payment has been received.
• Third-party fonts, plugins, stock assets, or licensed tools may remain subject to their own licensing terms.
• FluxGrid Studio may display completed work in its portfolio, case studies, or marketing channels unless otherwise agreed in writing.

14. Refund Policy

Because branding, design, strategy, and development work are custom and time-based, payments for completed work and reserved project time are generally non-refundable unless otherwise stated in writing.

Standard policy

• Deposits are generally non-refundable.
• Refunds are not typically available for work already completed, strategy already performed, or studio time already reserved.
• If a project ends early, payment may still be due for the portion of work completed up to that point.

15. Policy Updates

FluxGrid Studio may update its policies, procedures, and service terms from time to time to reflect changes in operations, services, tools, or legal requirements.

The current version posted on the website or provided with the active agreement should be treated as the governing reference unless a separate written agreement states otherwise.

16. Contact

Questions about these policies and procedures may be directed to FluxGrid Studio through the contact information listed on the website.

FluxGrid Studio
Sunset Beach, NC 28468
mwilliams@fluxgridstudio.com