GENERAL FAQS 

GENERAL

What are your business hours?


We operate Monday to Saturday 9am - 5pm We will try and respond to you as quick as possible. Please allow up to 40 hours for a reply to your inquiry. Inquiries will not be responded to on Sundays.




Do you offer a contract?


We sure do. At Hansel we like to be completely transparent from the get-go. We want you to feel 100% confident and assured in your project. Contracts shouldn't be scary. Put simply, it is a written document that outlines the full understanding of the business relationship and scope of the work so that no one can claim any misunderstandings later down the track. They specify exactly what rights are being purchased and what rights you have. It is created to protect both us and you as the client. Our contract makes all the nitty gritty clear from both parties so we can work together to get your project done as efficiently and smoothly as possible with no risks for either party. Contracts are signed electronically through an administration app HelloBonsai.




What mode of communication do you use with clients?


This depends on what you need: Email: Generally all inquiries will be responded to promptly (hello@hanseldesign.com.au) Face-to-Face: At the beggining of the project we like to meet our clients face-to-face to become aqauinted and understand the project more closely. However, we know this isn't always possible so a Skype or phone call is perfectly fine. Screen Sharing: We use 'Join.Me', a screen sharing app that allows us to view your live computer screen. This enables us to show you designs in real time and/or assist you with things that can't be easily explained.




Are deposits refundable?


The initial 35% deposit is a non-refundable payment.Once the contract has been signed and payment has been made, we start work immedietly. No refunds will be provided after this stage. All designs come with up to 3 revisions so that we are able to satisfy your design expectations. We are committing to working hard to ensure you are satisfied with the end result!




What if I want to break my contract?


As stated in the previous question, the initial 50% deposit is a non-refundable payment. Once the contract has been signed and first payment has been made, we start work immedietly. If you wish to break your contract during the project, you will firstly need to inform Hansel so that we can discuss how to resolve any concerns. If you decide to continue with the break of contract, you will recieve a refund on any refundable payments made after the initial deposit. However, refunds will not be administered after a design project has been delivered to the client.




I'm interested, how do I get started?


Excellent! Start by booking yourself a FREE 30 minute consultation thorugh our website. This will be an opportunity for your to meet your prospective designers and ask all of the neccessary questions. We will then send through an onboarding page login and a link to our survey before we meet. We use this to get to know a little more about what you need and will also be an opportunity to learn about our processes before the meeting. If you do decide to work with us, we will send you a design proposal for your approval and an e-contract. We also require a 35% deposit on all projects to secure a spot in our schedule.




I'm not in Sydney, does that matter?


Not at all, we can work with you anywhere in the world thanks to good ol' technology. As long as you have access to the internet - we're in business!




How does payment work?


Payment is required in three phases over the project. Work commences and continues after each payment. Here is a break down... Phase 1: 35% non-refundable deposit Phase 2: 35% Phase 3: 30% Payments will be requested at each phase via an online invoice and will be accepted through a direct bank tranfer. However, if you would prefer another method we can work something out! Sweet treats not accepted, sorry!




Why do you require a 35% deposit?


Here are a few reasons why... Establishing trust and commitment: Trust between the designer and client is extremely important to the successful completion of a project. The initial deposit is a great way of cementing that trust and demonstrating commitment to the work. The initial deposit encourages the client to become more inclined to stick to deadlines including providing feedback or content. This ensures the process is efficient and finished on time so that the client can see a return on their investment. It’s win-win! Peace of mind: After making that intial deposit, the client will now know that this secures their project a place in Hansel's schedule and that it is on its way to completion! The bottom line, payment shows that the client cares about the project and wants it to be a success as much as we do!





For any project enquiries, contact us at:  hello@hanseldesign.com

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