Client policies.

Great partnerships run on clear expectations, so here's what you can expect from me, and what I'll need from you, as we work together.

Your signed client agreement is the official version of these terms. If anything here ever differs from your agreement, the agreement wins.

Communication

Your point of contact

Please choose one person on your team to be my main contact. It can be you or a colleague who can gather feedback and make decisions.

Response times

I reply to messages within 24 to 48 business hours, unless I've shared that I'm out of office. My office hours are listed in my email signature. Your timely feedback matters too, since many project steps depend on your approval, and delays on either side can shift timelines.

How we'll talk

Email, calls, texts, and DMs are all welcome during business hours. For approvals and important decisions, please send them by email so we both have a clear record.

Shared files

I'll set up a shared Google Drive folder for your project, and all files, content, and approvals will live there.

Monthly planning calls

We'll meet once a month to plan ahead. These calls usually run 30 to 60 minutes. My calendar often books 4 to 6 weeks out, so please schedule early.

Getting started

To kick off any project, I'll need:

• A signed client agreement
• A 25% deposit, unless your agreement says otherwise
• A credit card on file, stored securely

Rush projects must be paid in full before work begins.

Monthly partnerships

• Minimum commitment: Most partnerships require a 6-month minimum. Shorter terms, down to 3 months, may be available for specific projects.
• Renewal: After your minimum commitment, your partnership automatically continues month to month until either of us gives 30 days' written notice. Want to lock in savings for another longer term? Just ask.
• Onboarding: Your first month includes a minimum of 10 hours to get your strategy, accounts, and content set up.
• Billing: A 25% deposit is due when you sign. The remaining 75% of your first month is billed two weeks later and due by the end of that month. After that, invoices are due at the end of each month.
• Hours: Unused monthly hours don't roll over, unless a delay was caused on my end.
• Ad budgets: Ad spend is paid directly by you and is separate from my management fee.

Payments

• Invoices can be paid by credit card or check and are due within 30 days.
• Invoices unpaid after 30 days are charged a late fee of 1.5% per month on the overdue balance, or the maximum amount allowed by your state's law, whichever is lower.
• If an invoice is 60 days overdue, the card on file will be charged for the balance and late fee, as authorized in your agreement.

Additional services

Work outside your agreed scope, including emergency crisis communications, is billed at the rates listed in your client agreement. I'll always check with you before starting any extra work.

Cancellations

To cancel, send written notice at least 30 days before the first of the month you'd like services to end. For example, to end services on December 1, notice is due by October 31.

Early termination fees

• During your minimum commitment: the fee is 50% of the monthly fees remaining in your term.
• If you received a discount for a longer term: the discount you've received so far is also due.
• After your minimum commitment: there's no termination fee. If 30 days' notice isn't given, one month's fee is due in place of notice.

Your client agreement lists the exact amounts for your partnership.

Timelines

Project timelines depend on approvals, communication, and outside vendor schedules. I'll always keep you updated if anything shifts.

Ownership and recordings

You own your work

Once your invoice is paid in full, you own the final content and deliverables created for you.

Showcasing the work

Paradigm Collective reserves the right to showcase work created for you on its website, social media, print materials, and other marketing materials.

My methods

Paradigm Collective keeps ownership of its strategies, processes, templates, and any concepts that weren't used in your final deliverables.

Recordings

Workshops, trainings, and presentations may not be recorded without my written permission.

Questions?

If anything here is unclear, just ask. I'd much rather talk it through than have you guess. Email sara@paradigmcollective.co.