Policies &
Client Expectations
Policies & Client Expectations
Effective Date: 04/14/2025
Last Updated: 04/14/2025
At NventSolution, we run a tight, professional operation — not a side hustle, not a “fix-it” favor service. This page sets clear expectations across all services: design, hosting, maintenance, management, and trials. It’s built to protect both of us from confusion, stress, and scope creep.
If you value structure and professionalism, you’re in the right place. If not, platforms like GoDaddy and Wix are always an option.
🔐 1. Respecting Communication & Time
💬 Respecting Hours
Our official business hours are Monday to Thursday, 11 AM – 4:30 PM (MST). / Friday, 11 AM – 5 PM (MST) / Saturday, 12 PM – 5 PM (MST)
Messages sent outside these hours will be responded to the next business day.
Urgent issues will be handled based on severity and your service level.
🚫 Phone Use Policy
Phone calls are for scheduled meetings or emergencies only.
Unscheduled calls will be sent to voicemail and followed up via email or support ticket.
🔁 Support Requests
All change requests, questions, or issues must go through the Client Portal or by email.
Repeatedly contacting outside of approved methods may delay service or impact your support priority.
2. Free Trials
🧪 Trial Expectations
Free trials (such as the 14-day maintenance trial after a design project) are strictly for previewing our service.
They are not full-service plans.
You may receive basic updates, maintenance, and monitoring — not design requests, edits, or reformatting.
⚠️ Trial Abuse & Early Termination
We reserve the right to end your free trial early if:
You repeatedly ask for services not included in the trial.
You ignore boundaries after being reminded.
You attempt to shift blame or treat the trial like a performance guarantee.
Once your website is live, it belongs to you. If you want continued support or changes, you’ll need to be on an active paid plan.
3. Design, Maintenance, and Scope
📦 Scope Clarity
If your plan doesn’t list it — it’s not included.
Examples of services not included unless specified:
Design or layout changes.
Custom form logic or validation.
Third-party plugin integration or troubleshooting.
SEO campaigns (beyond what’s included in your plan).
If you need something outside of your plan, we’re happy to quote it or recommend the right upgrade.
🔐 You Own Your Site (But That Comes With Responsibility)
Once we launch your site, you are free to:
Add new content.
Install plugins.
Tinker as you’d like.
However, if you make changes that break something, we’re not responsible unless you’re on a paid maintenance or management plan. Fixes will be billed.
4. Plugin Limitations & Custom Requests
🧩 Plugin Reality Check
We use trusted, professional-grade tools — but free plugins have limitations. Some features (like strict phone validation) may only be available in the plugin’s Pro version or require custom code.
We don’t custom-code features that fall outside your plan unless:
It’s quoted as additional work.
You’re on a plan that includes custom development.
5. Refunds, Plan Changes & Billing
💳 Refunds
Refunds are only provided when clearly stated in your service agreement.
We do not offer refunds for partial months, change-of-mind, or unused time.
🔄 Plan Changes
If you’d like to upgrade or downgrade a service plan, let us know at least 7 days before your next billing date. This gives us time to process everything without interruptions.
📌 Hosting Refund Reminder
Clients on annual hosting plans receive a discounted rate. Canceling after payment does not result in a prorated or full refund.
6. Website Responsibility Disclaimer
⚠️ When You’re Not on a Plan
If you’re no longer on a maintenance or management plan:
We are not responsible for updates, security, or plugin conflicts.
We will not retroactively fix third-party plugin issues for free.
If something breaks, we can quote the fix — or offer hourly support (if available).
7. Policy Updates & Transparency
We may update this policy to reflect changes in process or services. If we make a major change, we’ll let you know.
The current version of this page is always available at:
👉 https://nventsolution.com/policies-and-client-expectations/
👋 Final Thoughts
We love helping good people grow. These policies aren’t here to scare you — they’re here to protect both sides and keep things running smoothly. We’re a real company, not a faceless platform. So if something’s unclear, just ask.
Thanks for choosing NventSolution. Let’s build something great.
