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 Client Portal vs Direct Messaging
To ensure your projects are handled efficiently, the supplier asks that all major requests be submitted through the dedicated Client Portal. This streamlines the process and ensures no important details get lost.
Major requests include:
- Support Tickets
- New Project Briefs (e.g., designs for a new flyer, event advertising materials, or a new brand logo)
While the supplier will still make their best effort to attend to major 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 Client 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. | The client will use this option for everything else. |
Communications
Creative Media
After receiving a project brief:
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
- The client will submit feedback, changes or approvals via the supplier’s online proofing system, Ziflow.
I.T. Solutions
After submitting a brief:
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
After reporting a problem:
- The client and the supplier will maintain official communication via the supplier’s online ticketing system, Freshdesk.
Web Development
After submitting a brief:
- The client will submit to the supplier via email any additional information, assets or copy requested from the supplier.
After reporting a problem:
- The client and the supplier will maintain official communication via the supplier’s online ticketing system, Freshdesk.
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 |
Punctuality Policy
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.
2. Client Delays and No-Shows
If the Client is delayed beyond the fifteen (15) minute grace period without prior notification, the Consultant reserves the right to consider the meeting a “No-Show.” No-Shows or meetings canceled after the Consultant has already arrived at the designated location may be subject to a cancellation fee or billed at the standard hourly rate for the time reserved.
3. Unforeseen Consultant Delays
While the Consultant maintains a strict commitment to punctuality, unforeseen circumstances (e.g., severe traffic, emergency technical escalations from other clients, or transit issues) may occasionally cause delays. In such events, the Consultant will notify the Client as soon as safely possible. The Consultant shall not be held liable for meeting delays caused by circumstances outside of their reasonable control.
4. On-Arrival Dispatch Protocol (Conditional)
To ensure the efficient use of both parties’ time, the Consultant reserves the right to implement an “On-Arrival Dispatch Protocol” for scheduling. Under this protocol, the Consultant will hold the meeting time 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 Consultant’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.