Payments

All payments for packages/websites are processed through an official invoice. Payment plan options are provided for packages/websites. All payments are non-refundable. The only exception is if Nine Eleven Creative cancels your project, in which case a full or partial refund may be issued depending on the stage of completion.

Turnaround Times

Turnaround times for each service or package are listed in the service description. The timeline begins only after all required materials have been submitted. This includes your invoice payment, signed design agreement, completed questionnaire, and any necessary photos or content. Business days are Monday through Friday and exclude Saturdays, Sundays, and holidays.

Refunds & Cancellations

All payments are non-refundable due to the nature of creative services. If you decide to cancel your project after payment has been made, no refund will be issued, and a new full payment will be required if you wish to rebook. In the event that Nine Eleven Creative cancels your project, a full or partial refund may be issued depending on the stage of completion. We also reserve the right to terminate a project at any time if a client is unprofessional, disrespectful, or difficult to work with.

Files & Ownership

Final designs are delivered in .JPG and .PNG formats. Templates are provided as .PNG files along with a Canva template link. PDF files can be supplied upon request. Editable source files are not included. All design proofs are shared through your client portal (accessible via email) and will be watermarked until final approval and full payment are received. Nine Eleven Creative reserves the right to display completed projects in our portfolio, marketing materials, and on social media.

Revisions & Redesigns

Each service includes up to three complimentary revisions. Revisions are considered minor adjustments, such as color changes, font updates, or small text edits. Once the included revisions have been used, additional revisions will be billed at $15 each. A redesign—meaning significant layout changes or an entirely new concept—will incur a $50 redesign fee. This applies to all services

Delays Due To Emergencies

While I strive to complete every project on time, life can sometimes bring unexpected circumstances. In the rare event of a personal emergency or health matter, Nine Eleven Creative may need to temporarily pause or adjust your project timeline. Should this occur, you’ll receive a direct update via email or your client portal with a new estimated delivery date. I truly value your understanding and flexibility in these uncommon situations.

Design Restrictions

As part of my core values, I do not accept projects that include profanity, nudity, or content that conflicts with the faith-rooted nature of my brand. This also extends to projects promoting violence, illegal activity, discriminatory messages, or any themes that do not align with a positive, uplifting, and professional standard. I reserve the right to respectfully decline any project that does not fit within these guidelines.