Terms of Service
In the absence of a contract, the Terms of Service outline the services that the client will receive from Emerge Interactive (hereinafter referred to as “the supplier”) and the payment agreement between the two parties.
The Portal
To ensure efficiency and accuracy, the supplier asks that all major requests be submitted through the Portal. This streamlines the process and ensures no important details get lost.
Major requests include:
- Support Tickets
- Project Briefs (For Example: New Graphic Design Requests, Photoshoots, Videoshoots, I.T. Projects and New Websites)
While the supplier will still make their best effort to attend to all requests sent via WhatsApp, phone calls, texts or email, the client understands that the supplier cannot be held liable for errors or delays caused by major requests submitted outside of the Portal.
Small requests and general communication, such as requesting files to be resubmitted or clarifying details do not need to go through the client portal and can absolutely be handled via our other standard communication channels.
Report a Problem vs Submit Brief
| Report a Problem | Submit Brief |
| The client will use this option if they are experiencing issues with websites or I.T. solutions that are actively being administered by Emerge Interactive under a contract. | The client will use this option for everything else. |
The Process
Creative Media
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to these Terms of Service before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project and provide a proof to the client via an online proofing tool. The client will submit feedback, changes or approvals via the online proofing tool. The supplier holds no responsibility for errors or delays due to feedback, changes or approvals being provided outside of the online proofing tool.
- Once approved, the supplier will email the client a link to download their files.
- The supplier will bill the client accordingly for the balance.
I.T. Solutions
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to these Terms of Service before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project.
- The supplier will bill the client accordingly for the balance upon completion of the project.
After reporting a problem:
- The supplier automatically receives the ticket in their online helpdesk tool.
- The supplier and the client will maintain formal communications via the online helpdesk tool, which primarily operates on email threads. The client will be able to update their ticket by simply replying to the email updates they receive.
- The supplier will make their best efforts to resolve issues in accordance with the support contract in effect with the client.
- The supplier will bill the client upon resolving the issue, in accordance with the support contract in effect with the client.
Web Development
After submitting a brief:
- The client and the supplier will discuss further if needed.
- The supplier will provide the client with a quotation and/or an invoice for approval.
- The client will be required to agree to these Terms of Service before proceeding.
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The supplier will commence work on the project.
- The supplier will bill the client accordingly for the balance upon completion of the project.
After reporting a problem:
- The supplier automatically receives the ticket in their online helpdesk tool.
- The supplier and the client will maintain formal communications via the online helpdesk tool, which primarily operates on email threads. The client will be able to update their ticket by simply replying to the email updates they receive.
- The supplier will make their best efforts to resolve issues in accordance with the support contract in effect with the client.
- The supplier will bill the client upon resolving the issue, in accordance with the support contract in effect with the client.
Timelines
The following are the expected minimum turnaround times for projects and troubleshooting. These turnaround times may be extended dependent on the complexity of the project or problem.
Graphic Design
| Item | Minimum Turnaround Time |
| Banners | 7 Days |
| Billboards | 14 Days |
| Business Cards | 7 Days |
| Flyers | 7 Days |
| Logos | 14 Days |
| Vehicle Wraps | 14 Days |
| Other | 48 Hours |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
Photography
| Item | Minimum Turnaround Time |
| Delivery | 7 Days |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
Videography
| Item | Minimum Turnaround Time |
| Delivery | 7 Days |
| Revisions
Revisions are considered to be collective changes to creative media which does not substantially alter the entire concept and does not require a complete redesign of said creative media. |
48 Hours |
I.T. Solutions
| Item | Minimum Turnaround Time |
| New Projects | Dependent on Project Complexity |
| Support With I.T. Solutions Actively Administered by Emerge Interactive | 24 Hours |
Web Development
| Item | Minimum Turnaround Time |
| New Projects | 1.5 - 2 Months |
| Support With Websites Actively Administered by Emerge Interactive | 24 Hours |
Meetings
Both parties agree that time is valuable and commit to prompt attendance for all scheduled in-person and virtual meetings. A mutual grace period of fifteen (15) minutes will be granted for all scheduled appointments to accommodate unforeseen traffic, technical or logistical delays.
Delays
If either party is delayed beyond the fifteen (15) minute grace period without prior notification, the other party reserves the right to cancel the meeting. If the delayed party provides notice before the fifteen (15) minute grace period is over, it is ultimately at the discretion of the other party whether the meeting should be cancelled or not.
Repeated Delays
For customers who are repeatedly late, the supplier reserves the right to hold meeting times open but will only dispatch to the physical meeting location upon receiving direct confirmation from the client that they have arrived at the agreed-upon venue. This protocol may be implemented at the supplier’s sole discretion.
Operating Hours
- Operating hours are listed at EmergeSLU.com.
- Services provided on dates of closure are not guaranteed unless by prior arrangement only and may be billed separately.
Exclusions
- Delays in services rendered could occur due to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: War or natural disasters, delays in receiving product, etc.
Creative Media
- In the event of war, natural disasters or inclement weather, photoshoots and videoshoots may be rescheduled to another suitable date and time within a two (2) month period of the original scheduled date by either the supplier or the client without any changes to the rest of the agreement made. In the event said photoshoot or videoshoot cannot be rescheduled, for example due to scheduling conflicts, the agreement will be considered as terminated and the client understands that their security deposit remains nonrefundable.
I.T. Solutions
- The supplier holds no responsibility for any issues, damage, breach of data or other adverse circumstances which may occur as a direct or indirect result of the client’s actions, which can include but is not limited to the client attempting to troubleshoot, diagnose and/or repair any issues on their own or have a third party attempt to do so. Any adverse circumstances which arise as a direct or indirect result of the client’s doing which the supplier has to resolve may be billed separately.
Web Development
- The supplier holds no responsibility for any issues, damage, breach of data or other adverse circumstance which may occur as a direct or indirect result of the client’s actions, which can include but is not limited to the client attempting to troubleshoot, diagnose and/or repair any issues on their own or have a third party attempt to do so. Any adverse circumstances which arise as a direct or indirect result of the client’s doing which the supplier has to resolve may be billed separately.
Payments
- 50% non-refundable deposit before commencement or confirmed booking.
- Balance due upon completion.
- Overdue invoices accrue a 5% daily penalty from the day after the due date on the increasing balance.
- Services may be suspended if payments aren’t received on time.
- Payment by cash, cheque or bank transfer.
- Make all cheques payable to Frans van Santbrink.
- PayPal for overseas customers only and may incur an additional fee.