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Terms & Conditions

Terms

Pamela Design Shop is the business name. The business may be referred to as Pamela Design Shop, the business or we, throughout this document.

The client may be referred to as client, customer or you, throughout this document.

 

Communication

We welcome you to reach out if you have any questions in advance of a purchase. We are always more than happy to answer any questions or concerns you may have, in a joint effort to achieve the best result for you. Pamela Design Shop utilises various methods of communication fit to your needs. We offer communication via web chat, email, video/audio calls, or message based communication. Pamela Design Shop reserves the right to change methods of communication with you, dependent on the availability of the business and client. We may, on occasion, send communications to you outside of business working days (Monday-Friday). The weekend (Saturday-Sunday) does not contribute to a working day for Pamela Design Shop. We may also send communications at various times of day. Please note, in the digital space, we offer products that are available globally and therefore timezones of communication may be varied. Please do not feel obligated to respond immediately outside of hours that are unsuitable for you.

 

Products

At Pamela Design Shop we have a range of design and branding products fit for your business or personal adventures. Whether it is taking your business into the online space, or generating content or a website to host your personal goals, we have a number of products available for you. We stride to uphold high standards and provide you with a high quality product to elevate your business or personal goals.

 

Each product outlines what the digital product includes in advance of and at the point of purchase. For some products, we will reach out to you following your purchase to discuss specific aspects to your order, in line with the digital made-to-order products. This will usually take the form of an initial consultation where the business and client can agree on the specific requirements prior to production beginning.

 

We will always endeavour to ensure your product is exactly as you desire it to be. We will inform you if a feature or functionality is not possible or if restrictions need to be applied to it. 

 

For some of our products, Domain and Hosting rights must be purchased independently by you in relation to Pamela Design Shop transferring the product to you. Pamela Design Shop will not purchase domain or hosting rights on your behalf but ask if any assistance is required.

 

Due to each project being personalised to fit your specifications, these digital products are made-to-order. This means that there are restrictions around refunds. See refunds below.

 

Some products require information that is only available from the client. This may be information, content, or imagery, specific to you or your business. At Pamela Design Shop, we cannot determine all the content you want displayed on your product. We would not want it to be factually incorrect or to assume want message you want to convey. Therefore we may ask you to provide information, content, imagery, you wish to have displayed. We will not rush you for this, as we know sometimes times get busy, but it means there may be delays to your product being completed, if this information is not provided or delayed. 

 

You agree NOT to copy, sell, share or re-distribute product(s) and that made-to-order digital items do not accept returns or exchanges.

 

Pamela Design Shop reserves the right to include branding on your product to identify Pamela Design Shop as the creator.

 

Payment Process

Payment is taken via Paypal on the chosen hosted platform. This can be taken in local currency or as standard, $USD. Other payment methods may be available upon discussion with Pamela Design Shop. Pamela Design Shop does not have access to or control over the payment process offered by Paypal. 

 

Price at Point of Purchase

Each product outlines the cost in advance of and at the point of purchase.

Pamela Design Shop reserves the right to cancel an order, prior to production, if a price has been displayed incorrectly or if a service is incorrectly displayed.

 

Additional Costs 

Each product outlines what the digital product includes in advance of and at the point of purchase. For some products, we will reach out to you following your purchase to discuss specific aspects to your order, in line with the digital made-to-order products. If, during this consultation period or once production on your order has begun, you decide you want additional functionality, upgrades or services, we would love to hear from you! We are always happy to support you in achieving your goals. But because additional production is required for much of these requests, we may need to outline additional charges that would apply for these features. Pamela Design Shop reserves the right to outline additional charges for any additional requests outside of the original agreed product purchased and will inform you of the quoted charge, prior to commencing on any additional requests. Pamela Design Shop may, at their discretion, offer to complete additional requests at a discounted rate or at no additional charge. Additional costs may also apply for ongoing support as below.

 

Timeframes

At Pamela Design Shop, we do not have any specific agreed timeframes for the majority of our products, because we know that every personalised project is different. Some of our smaller projects will have short set timeframes that are viewable ahead of purchase. However for the made-to-order products we offer, at the point of order or during the consultation period, we should outline a realistic timeframe to you, based upon your product ordered and any specific requests. We seek to inform you of any significant delays to your order and can discuss any concerns you may have around this. Some of our products do come with a priority service, with more defined timeframes to your needs. If in doubt, feel free to reach out and ask around timeframes ahead of ordering!

 

Point of Transfer

Many Pamela Design Shop products are personalised to your wishes and as such we want to make sure we have got it right. We offer unlimited revisions and amendments in line with the original order and consultation period for your product, to make sure it meets all the specifications required. Once we are satisfied the production of the product is complete, we have the capability to send you a link to view the product. Any concerns or amendments should be raised at this time. If you are satisfied with the product, we will transfer it to you to go live. At this point, you hold ownership of the product and we will seek to mark the original order as complete. The order being considered complete, will mean that any additional requests may be subject to additional charges. Any additional requests agreed that were made during the production process, ahead of transfer, will continue, at your request, but the original order will still be considered complete.

 

You do have the right to request we transfer the product so it is live and/or in your possession as soon as it has basic functionality and/or visual appearance. However doing so, you acknowledge that the product may not have all the features, content or functionality outlined in the original order and that at your request, PamelaDesignShop, will continue to conduct production on this live product, post transfer.

 

Ongoing Technical Support/Upgrades/Amendments

If upon completion of your Pamela Design Shop order, you require ongoing technical support or amendments to be made to your product, such as updating functionality, adding or removing features or giving the product a refresh/upgrade, we are more than happy to offer our services.

 

Touch base with Pamela Design Shop to discuss what is required and we will quote a price for the additional production to be undertaken. 

 

We offer ongoing technical support to your product once it has been transferred. Pamela Design Shop reserves the right to outline additional charges for ongoing technical support.

 

Where Pamela Design Shop seeks to set additional charges, no production to the product will take place until this is agreed and/or paid by the client through an approved payment method.

 

We are also happy to assist with support on products not created by us. Do reach out if an existing product needs an upgrade, amendment or if you wish to utilise any of our services. 

 

Pamela Design Shop reserves the right to remain a collaborator on some of our products. This is so we can continue to offer you the support required. You are welcome to request we are removed as a collaborator, and you as host, will have this functionality, however this will end our availability to support you with this product in the future.

 

Discounts

Discounts and offers may be offered at the discretion of Pamela Design Shop. Pamela Design Shop reserves the right to check validity of any offer/discount or remove an existing discount/offer from a hosting site, at any time, prior to purchase. Discounts and offers may also be offered directly by Pamela Design Shop, at their discretion, outside of the hosting site. Any refund issued, will be considered at the discounted rate applied at the point of purchase, as opposed to any variation in price. 

 

Priority Services

Some of our products are shown as Priority Services. These will be clearly outlined in advance of and at the point of purchase. We will reach out to you following your purchase to discuss timeframes to ensure both business and client are informed. The priority service timeframe begins once consultation between business and client is complete. Please note, whilst we endeavour to complete all orders within the specified timeframe, you acknowledge that this timeframe may be extended in the event of, additional requests, amendments or upgrades from the client not discussed at the point of purchase/consultation and/or sudden unavailability of Pamela Design Shop services (see refunds). 

 

Refunds

At the point of purchase, you have the right to request a full refund at anytime prior to the commencement to Pamela Design Shop starting on your order. This includes the initial consultation period. If, following this consultation period but before commencement of the production, you are not satisfied with the service/products being offered, the quality and or standard, or the timeframes proposed, you are welcome to request a full refund. Pamela Design Shop will seek to process this request within 5 working days, although we are usually quicker. Pamela Design Shop does not have any control over financial institution’s processing timeframes for an issued refund. 

 

Once we have started on your order, this is a digital, personalised, made-to-order product. These products are typically non-refundable. This is because the product cannot be used by another or for another purpose and Pamela Design Shop will seek to disregard any production undertaken of an unused order. Any incomplete orders, where the order has been cancelled prior to completion, will be retained for no longer than 14 days before it is considered for deletion. 

Prior to a product being transferred to you, you reserve the right to request a refund. We will stop production on your product whilst we ascertain the reasons for your request and how to proceed. Depending on the extent of production, a partial refund may be offered. A full refund will never be offered where production has taken place. Pamela Design Shop reserves the right to determine a suitable refund amount, dependent on the original purchase price. If a product is close to transfer or almost complete, Pamela Design Shop reserves the right to offer a partial refund of ten percent (10%) of the original purchase price. Discounts or offers applied at point of purchase of a product will be considered and factored into any refund offered. 

 

Post transfer of a product, Pamela Design Shop reserves the right to refuse any request for a refund. This is because the product is no longer under our full control and you have possession and ownership of a live product once it is transferred. 

In circumstances where the product is non-functional or support is required, please reach out to us so we can support any changes required, rather than seeking a refund in the first instance. If it is determined that Pamela Design Shop is at fault, a refund may be issued.

 

Technical 

Pamela Design Shop primarily utilities Wix services to complete digital product orders. Other platforms are also available at your request and we are more than happy to discuss all available options. If these host design platforms become unavailable due to technical issues, we ask that you are patient whilst their services become available. Some technical issues are beyond our control and we will not be able to progress your order. Pamela Design Shop, at their discretion, may offer a discounted rate or partial refund for delays, or a full refund if no product can be provided.

 

Reviews

We welcome your feedback and reviews. If you are happy with your product, we’d love to hear it! Send us a message or email or write directly on the host site you purchased from. 

If you are dissatisfied with your product, please do get in touch so we can try and resolve any issues or offer support. We ask that you would make contact with Pamela Design Shop before leaving a bad review, as we may be able to resolve your concerns. 

Pamela Design Shop reserves the right to respond and/or engage with any publicly available reviews.

Pamela Design Shop reserves the right to remove any publicly available reviews which contain unsatisfactory language or are not an accurate reflection of the circumstances to your order.

 

Complaints Process

If you have a complaint you wish to raise, we always request you direct your complaint via one of our agreed methods of communication in the first instance. We really do value your feedback and concerns and will always try to find a suitable resolution to your complaint. We agree to respond to any complaint made within 10 business working days (Monday-Friday), although usually we are much quicker. If you are not satisfied with how we have handled your complaint or if the resolution offered is not satisfactory, and you wish to escalate to the host platform your purchase was made from, or an independent body, we will always seek to engage in this process. We will provide a summary specific to your case, outline the policy and conditions of purchase and address the issues raised.

 

Data 

Pamela Design Shop reserves the right to retain versions of the product, including the final version. Pamela Design Shop also reserves the right to retain materials, including communications and content obtained in relation to an order or proposed order. Pamela Design Shop does not have control over communications sent via other platforms. 

You have the right to request deletion of materials and/or personal data held by Pamela Design Shop about an order or proposed order.

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