Our goal is to provide the best customer service and answer all your questions in a quick and timely manner. Below are some of the frequently asked questions.
How do I make modifications to the services?
We guarantee that 100% of the efforts will be made to complete the work. We ask that you make an effort to notify us in a timely manner of any observations or changes you wish to make to the project taking into account the expected delivery time. All changes can be made in a period not exceeding 72 continuous hours before the final delivery of the contracted service.
The Client is responsible for reviewing the design, texts, data, communications. Before starting any process of printing, reproduction, use and/or dissemination.
Release the Company (XdigitalPro), its collaborators and its suppliers from any responsibility for errors that may occur and provided that the customer has not previously communicated them and the Company (XdigitalPro) has not taken them into account by mistake.
Once received the final design with the final files, the client will have 48 hours to inform the Company (XdigitalPro) about any error in the received files. This time the company will be ready to repair or correct the errors.
What is the stipulated time to deliver a service?
Although we can't give you an exact delivery date, we will give you an estimated time, it will all depend on certain factors such as the delivery of base material (text, base images, reference images, designs, videos, audios, tracks) all this will depend on the type of project and its complexity.
You can see some of the delivery time estimates here.
What are the ways of contacting you once you contract the service?
A group will be created with each client in which part of the creative team and you will be integrated. The objective of this is to maintain a constant, clear and effective communication with the contracted service and, consequently, to improve the continuous and clear communication to improve the delivery times.
Groups can be created through WhatsApp or Telegram platforms.
Please note that these groups will only be created if your service is recurrent, otherwise all information or contacts will be via email.
Can I cancel my service order?
Cancellations must be made before the 24-hour grace period. Cancellations after the 24-hour grace period will be considered same-day cancellations and the following fees will apply: for projects that span more than one day, 60% of the total amount must be cancelled and a fee equivalent to this amount will apply. 20% of the invoice when the paid invoice is refunded. For projects whose delivery time is between 24 and 48 hours, 100% of the project payment is due. If the client cancels after 8 hours after the contract has been made, a charge equivalent to 20% of the invoice will be applied when the paid invoice is refunded.
How do I pay for the service?
The payment of your service must be online, through PayPal (a PayPal account is not required). You will receive an invoice by email that you can pay online through PayPal. You can also request payment by phone with the help of one of our authorized agents. (We do not accept checks or cash, or any other currency or form of payment other than this paragraph) because of the company's financial security policies.)
IMPORTANT - WE MAKE YOU FULLY AWARE THAT ALL PAYMENTS OR INVOICES MADE HAVE A 3.5% COMMISSION SURCHARGE FROM THE PAYPAL PAYMENT SERVICE PROVIDER, WHICH IS REFLECTED IN YOUR INVOICE TOTAL. BY THIS WE MEAN THAT ALL PROPOSALS OR ESTIMATES YOU RECEIVE FROM XDIGITALPRO DO NOT REFLECT THAT 3.5%, YOU WILL ONLY SEE IT WHEN YOU RECEIVE THE INVOICE.
All invoices will be sent to your email detailing the service purchased, the day of payment, your payment method and any additional information you should know regarding the proper development of our service with your company, brand or project.
The agreed rates may vary in case the client cannot fulfill the agreed frequency of the service.
I have a recurring service, when should I make the payments?
They must be paid in advance and this payment must be made within the first 3 days of each month. Services started outside the first 3 days of each month will be prorated for the remaining days of the month and you must pay that amount immediately to start the contracted service.
Failure to pay for service within the first 3 days of each month will suspend all service from the company (XdigitalPro) with or for the customer. Once the payment is made, the service will be resumed.
How can I be successful with my brand/project/company in the online world?
To achieve success or the desired objectives within the online world you must take into account that you must have a budget that will be used to promote the publications or marketing campaigns within the social networks, otherwise our service will be limited by not being able to expand the work done within them.
Our main objective as a Digital Media Agency is that your company, brand or project has the best presence in the digital world and develops marketing strategies under a budget and performance structure.
The ideal minimum amount is within the range of 10 / 20 dollars per day. The more we manage to invest in expanding positions or marketing strategies, the more chances we have to attract more potential customers or target audience to your project or company.
The domain is yours, we just connect it to your website.
The domain name of the website must be acquired by the client through any company of Web Domain Registries as it will be their property. XdigitalPro is not responsible for any transaction, negotiation, users and registration keys, however, we can give you that service of acquiring your Web Domain and we will invoice you in the process.
IMPORTANT NOTE. If you already have a web domain that we are going to migrate to the new website design, you must make a backup of all email accounts associated with the domain, as at the time of transfer all data associated with the domain will be lost. XdigitalPro is not responsible for the loss of content or database within the emails associated with the domain at the time of transfer.
We recommend you to create an email account through Google Suite with your domain, this way you can have a better backup of your information and your database. We can help you in this configuration process, but all the expenses generated by G-Suite are assumed by you.
What are the customer service hours?
The opening hours for agents and customers will be from Monday to Friday from 7:00 a.m. to 5:00 p.m. After these hours and on weekends, the response time will be a maximum of 24 hours.
other important things to know
.-The final result and part of the development of the project may be attached to the public portfolio of the Company (XdigitalPro) in order to disseminate the work that has been done as a company.
.-The Client exempts the Company (XdigitalPro) from any legal responsibility that the actions, campaigns or projects developed with the delivered design may produce.
.-XdigitalPro is an equal opportunities company. We do not discriminate or discriminate on the basis of race, color, religion, creed, sex, age, nationality, marital status, sexual orientation or military status in any of our activities or operations. That said, XdigitalPro reserves the right to refuse service if it is considered a threat to life, if it is incompatible with legal and/or ethical behavior or if it affects personal freedoms, also if it does not comply with local state and federal laws, or if it makes any XdigitalPro employee feel unsafe.
.-We are committed to providing all our employees with a work environment free from harassment, including but not limited to verbal, physical or sexual harassment. Both parties, XdigitalPro and the client, must accept and comply with these rules as a prerequisite for the services to be provided. Any harassment (as mentioned above) will result in immediate termination of the contract at the discretion of XdigitalPro and may result in possible legal action against the offender.
For more information or to clarify any questions you can contact us now or contact your service agent.