Customer Service, Policies and Disclaimers

Customer Service

For support, please contact us by email at support@sproutnewmedia.com, or complete and submit the Contact Form.

Our mailing address is Sprout New Media, 112 S. Main St. #224, Stowe VT 05672

Payment Policy

All website design & development work requires a 50% non-refundable advance deposit, and full payment on approval of the test site, before we launch the website on your server. Payment plans may be available on request.

Website maintenance retainer packages are billed monthly at the beginning of the month for the current month.

Website hosting is billed annually for the upcoming year. If payment is not received within 30 days of invoice we reserve the right to suspend your account until payment is received in full (this will take down your website!).

All other products and services require payment in full prior to engagement or delivery, unless specified otherwise.

We accept payments via PayPal, credit card, or company check.

Cancellations and Refunds

When you hire us, we reserve time in our calendar specifically for your project, which means saying no to other projects. Therefore initial deposits and retainer fees are non-refundable. If you cancel your project more than 30 days prior to your project start date, no further payment is expected. If you cancel your project less than 30 days prior to your start date, the entire project amount is payable in full and non-refundable.

For website design & development projects, final payment is due prior to launch on your server. If at any point during the project you delay the project for over 30 days, you will be billed for the full balance of the project estimate and the project will be considered complete.

For consulting and coaching services, we provide an initial 20-minute discovery session at no cost to you. Once you choose to work with us after that, payments for services performed are non-refundable.

For website hosting services, should you choose to cancel your service mid-year you will receive a pro-rated refund for unused time, and you will have 14 days from the date of cancellation to move your website files to your new host’s server. After 14 days we will remove your site’s files from our server.

For website hosting renewals, you will be billed for the upcoming year 30 days before the renewal date. If we do not receive payment within 30 days of the due date we reserve the right to suspend your account until payment is received.

For products and classes: Products delivered via digital download are not “returnable” and therefore are non-refundable unless the product sales page explicitly says otherwise. Classes and programs will each have their own specific return policy, clearly explained on the respective sales page.

Warranties and Guarantees

We guarantee that our work is free from defects to the best of our knowledge at the time of delivery. We cannot, however, guarantee services from third parties, such as website hosting, WordPress, and any plugins or other software solutions used.

At our discretion, we reserve the right to terminate a project at any time for any reason. At which time we would voluntarily refund the unused portion of the client’s deposit.

We also reserve the right to choose not to accept a project for any reason at any time.

Affiliate Disclaimer

From time to time, we will endorse, promote or suggest services and/or products for sale. In some cases we receive compensation if you decide to purchase that product through this website. In other cases we may receive a product for free for review purposes. It is our policy to only recommend products and services that we have used personally and/or believe to be of the highest quality.