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HOME / LEGAL / CLIENT ONBOARDING & COMMUNICATION

CLIENT ONBOARDING
& COMMUNICATION

Last Update January 1st, 2025.

*Subject to change at any given moment without notice.

 

Welcome to Chevellii. To ensure a seamless, transparent, and professional experience for all clients, this policy outlines the standards and expectations for onboarding, communication, and project flow. By working with Chevellii, you agree to the terms.

I. ACCEPTANCE OF TERMS

By accessing or using Chevellii.com, you agree to be bound by these Terms. If you do not agree with any part, you may not access the website or use our services.

II. ONBOARDING PROCESS

To maintain the highest quality standards for each brand we elevate:

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I. Initial Consultation

 

  • All new projects begin with a discovery call or questionnaire.

  • During this phase, we assess alignment, scope, budget, timeline, and brand fit.

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II. Project Acceptance

 

  • Projects are accepted based on availability, project fit, and capacity.

  • A signed Service Agreement and a non-refundable deposit (as outlined in your proposal) are required before work begins.

 

III. Client Intake Requirements


Clients must complete all onboarding steps before the project start date, including:

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  • A completed brand questionnaire (sent via secure link)

  • Submission of content, images, logos, brand assets, or any required materials

  • Any requested documents or references

  • Payment of the initial deposit

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PLEASE NOTE : Failure to complete onboarding within 7 business days of contract signing may result in your project being rescheduled or canceled without refund.

III. COMMUNICATION STANDARDS

I. Approved Channels


All communication must be conducted via:

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  • Email: [your email here]

  • Client Portal (if applicable)

  • Scheduled Zoom/Google Meet calls

  • DMs via Instagram, Threads, Facebook, or text messages will not be used for client communication to ensure we maintain an organized and legally trackable process.

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II. Office hours are :

 

Monday–Friday, 10:00 AM – 5:00 PM (PST)

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  • Response time is typically within 24–48 business hours

  • Any inquiries received outside business hours, weekends, or holidays will be addressed on the next business day.

 

III. Project Feedback & Approvals

 

  • Feedback must be delivered within 48 hours of request unless otherwise agreed.

  • Delayed feedback may result in timeline extensions or rescheduling of your project slot.

  • Final approval is required before any design handoff or brand launch.

IV. BOUNDARIES & ETIQUETTE 

To respect both our time and energy:

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  • Please consolidate feedback into one organized message per revision round.

  • Harassment, disrespectful tone, or demanding behavior will result in immediate termination of your project with no refund.

  • Emergencies or rush requests must be communicated clearly and may incur additional fees.

 

 

PLEASE NOTE : We are collaborators, not on-call creatives.

V. TIMELINE & DELAYS

  • Project timelines are based on mutual commitment.

  • If you are unresponsive for more than 5 business days, your project will be placed on hold.

  • If unresponsive for more than 14 business days, your project will be considered abandoned and closed with no refund.

VI. REVISIONS & BOUNDARIES 

  • All projects include a set number of revisions, as outlined in your contract or service package.

  • Excessive revisions or scope changes may require an additional fee or time extension.

  • Revisions must be submitted in writing only.

VII. NO CONTACT POLICY

At Chevellii, we take pride in delivering high-quality design and branding services with full transparency. In order to maintain efficient workflows and protect our business boundaries, we enforce the following post-project communication policy:

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Scope of Policy


This policy applies to all custom design services, including but not limited to:

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  • Branding packages

  • E-flyer design

  • Website branding elements

  • Digital marketing collateral

  • Any deliverable-based service sold through Chevellii.com

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21-Day Communication Window


Once a project is marked complete and all final files have been delivered, the client will have a 21-day window to request:

 

Minor adjustments (if included in the service)

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  • Ask follow-up questions related to the completed project

  • Address any concerns directly related to the deliverables

 

After 21 calendar days from the date of project completion:

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  • All communication related to the completed project will be considered closed.

  • Any further assistance, adjustments, or edits will require a new service order or maintenance package, if available.

  • Chevellii reserves the right to decline unpaid revision or support requests outside of this timeframe.

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Project Completion Definition


A project is considered complete when:

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  • The client has received all final deliverables via email or download link

  • No pending revisions remain (or the revision period has expired)

  • An official completion notice or final message has been sent by Chevellii

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Legal Limitation


By purchasing any service through Chevellii.com, the client agrees to this 21-day post-completion policy and understands that:

Chevellii is not legally obligated to provide ongoing support or file maintenance after the communication window expires.

It is the client’s responsibility to download and securely store all project files upon delivery.

Chevellii will not be liable for any lost files, branding misuse, or miscommunication arising after the 21-day window.

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PLEASE NOTE: For clients needing extended support, file recovery, or design maintenance after 21 days, Chevellii offers continued service packages upon request, billed separately.

VIII. EMERGENCIES, CANCELLATIONS, & RUSH WORK

A. Client-Initiated Cancellations


All payments made to Chevellii are non-refundable. This includes but is not limited to cancellations due to : 

 

  • Scheduling conflicts

  • Project delays on the client’s end

  • Budget changes

  • Dissatisfaction due to personal preference

  • Switching to another service provider.

 

PLEASE NOTE: Upon cancellation by the client for any reason, Chevellii retains all fees paid and all intellectual property created up to that point, unless otherwise agreed in writing.​ No refunds will be granted for completed or in-progress work, regardless of the reason for cancellation.

 

B. Chevellii-Initiated Termination


Chevellii reserves the right to terminate any project or client relationship at its sole discretion under the following conditions:

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  • Repeated micromanagement or demands outside the agreed scope

  • Unprofessional or disrespectful communication, including tone, language, or behavior

  • Breach of contract, non-compliance with onboarding or communication requirements

  • Lack of client responsiveness causing delays beyond 7 business days

  • Hostility, hate speech, harassment, or threats of any kind

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PLEASE NOTE: In the event of such termination, all payments are forfeited, and no refunds will be issued.

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C. Designer Illness or Unavailability


In the rare event that the lead designer becomes unable to fulfill their duties due to illness or unforeseen circumstances:

 

  • Chevellii will notify the client immediately

  • If possible, a qualified substitute designer will be assigned to complete the project with minimal delay

  • If no suitable substitute is available, Chevellii will issue a pro-rated refund for the incomplete portion of the project based on remaining deliverables

 

D. Rush Projects & Emergency Requests


Rush or last-minute project requests (outside normal production timelines) are available on a case-by-case basis and may incur an additional 25%–50% rush fee, depending on urgency and scope.

 

  • Rush requests must be confirmed in writing

  • Acceptance is not guaranteed and will depend on Chevellii’s availability

  • Weekend, holiday, or after-hours delivery may be subject to additional charges

 

E. Force Majeure Clause


Chevellii shall not be held liable for delays or failure to perform due to causes beyond reasonable control, including but not limited to:

 

  • Natural disasters

  • Pandemic

  • War

  • Civil disturbances

  • Acts of terrorism

  • Labor disputes

  • Power outages

  • Internet failures

  • Actions of governmental authorities

 

In such events:

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  • The client will be notified promptly of the delay and its expected duration

  • Chevellii will resume performance as soon as reasonably possible

  • Timelines may be extended without penalty or liability

  • If the project must be canceled due to extended force majeure, Chevellii will issue a fair refund for any unrendered work

XI. CONFIDENTIALITY & INTELLECTUAL PROPERTY PROTECTION

​I. Confidential Information


Each party (“Disclosing Party”) may disclose to the other (“Receiving Party”) certain non-public, confidential, or proprietary information, including but not limited to business strategies, financial data, brand assets, marketing plans, client lists, login credentials, technical processes, and any other information that is designated as confidential or that, under the circumstances surrounding disclosure, ought reasonably to be treated as confidential (collectively, “Confidential Information”).

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The Receiving Party agrees to (a) maintain the confidentiality of the Disclosing Party’s Confidential Information using at least the same degree of care that it uses to protect its own confidential information, but in no event less than a reasonable degree of care; (b) not disclose such Confidential Information to any third party without prior written consent; and (c) use the Confidential Information solely for the purpose of fulfilling its obligations under this Agreement.

 

II.  Exclusions


Confidential Information does not include information that: (a) was publicly known at the time of disclosure; (b) becomes publicly known through no fault of the Receiving Party; (c) was lawfully known to the Receiving Party prior to disclosure by the Disclosing Party; (d) is lawfully disclosed to the Receiving Party by a third party without restriction; or (e) is independently developed by the Receiving Party without use of or reference to the Disclosing Party’s Confidential Information.

 

III.  Chevellii’s Intellectual Property


Client acknowledges that all materials created by Chevellii, including but not limited to concepts, designs, drafts, templates, project frameworks, internal workflows, custom strategies, brand documents, and proprietary tools, are and shall remain the exclusive property of Chevellii unless expressly stated otherwise in writing. Client shall not replicate, share, resell, license, or redistribute Chevellii’s materials outside the scope of the agreed-upon services without written consent.

 

VI. Portfolio Use


Unless otherwise agreed in writing, Client grants Chevellii the right to display the final deliverables and a description of the project for portfolio, marketing, and promotional purposes, including but not limited to websites, social media, case studies, and printed materials. If the Client requires confidentiality, a request must be submitted in writing prior to the start of the project or an NDA must be executed.

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V.  Duration of Confidentiality


The confidentiality obligations in this Agreement shall survive the termination of the Agreement and shall remain in effect for a period of five (5) years following the completion or termination of the project, or as otherwise required by law.

X. GOVERNING LAW & DISPUTE RESOLUTION

This Client Onboarding & Communication Policy shall be governed by and construed in accordance with the laws of the United States of America, without regard to conflict of law principles. By engaging with Chevellii for branding, design, digital products, or any related services, you agree that any disputes arising from or relating to this Policy shall be subject to the exclusive jurisdiction of the federal or state courts within the United States. You expressly consent to the personal jurisdiction and venue of such courts.

 

Binding Arbitration


At Chevellii’s sole discretion, any dispute or claim arising under this Policy—including but not limited to client onboarding, service delivery, communication procedures, or revisions—may be submitted to final and binding arbitration administered by the American Arbitration Association (AAA). Arbitration may be conducted remotely or in a mutually agreed location within the United States. The arbitrator’s decision shall be final and binding. By entering into a client relationship with Chevellii, you waive any right to a jury trial and to participate in a class action or class-wide arbitration.

 

International Clients


If you are located outside of the United States, you agree to comply with your local laws while also recognizing that this Policy is governed exclusively by U.S. federal law. All disputes shall be resolved within U.S. jurisdiction regardless of your country of residence.

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Language of the Policy


This Policy is written in English and shall be interpreted solely in the English language. Any translations are provided for convenience only, and in the event of any inconsistency or conflict, the English version shall control.

 

Export Compliance


You agree not to transmit, share, or redistribute any proprietary communications, onboarding materials, or deliverables in violation of U.S. export control laws, regulations, or sanctions. This includes any unauthorized transfer of protected materials to embargoed countries or sanctioned individuals.

XI. CHANGES TO TERMS

Chevellii reserves the right to change or replace these Terms at any time. Updated versions will be posted on this page with a revised date. By working with Chevellii, you acknowledge and agree to abide by this Client Onboarding & Communication Policy.

XII. CONTACT US

If you have questions or concerns regarding these Terms and Conditions, please contact us.

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