How Do We Communicate?

​

Trello is our best friend! It is important that everyone involved has access to all tasks and information, conveniently located in one place. This is an easy way for everyone to see exactly where we are production wise. If you’re unfamiliar with Trello, no worries! It’s free to use and highly intuitive. Using a drag and drop interface, it’s almost like using digital sticky notes.

We will review Trello at length with and clients that are new to the program to get familiar and we can be reached by email during business hours if you run into any problems along the way!  

​

If I refer someone, can I get a discount?

​

We are extremely excited to share our new referral discount program with you! Reverie Refined offers one free hour of services (once the new client is signed) for each referral. There’s no cap on the number of referral hours you can earn, however it is important to note that we do limit at two hours per month.

​

 

Can I Roll Over Hours If I Don't

Use Them All?

​

We allow up to (2) unused hours to roll over into the next month, however we do require that they be used within 30 days or they expire. It's important to note that rollover hours are limited to monthly packages. For example, if you choose our hourly minimum of (5 hours) roll over hours are not available.  We guarantee our communication to be open & consistent. We send frequent reminders when months are coming to a close and reach out to confirm when hours may go unused. 

​

What Is The Process Like?

​

We like to start the process with a discovery call. You can request a booking by reaching out here. During the discovery call, we will get an idea of what services you need based on the goals you are looking to accomplish. After the discovery call, we will send you our contract via HelloSign and an initial invoice via Wave. You will also also receive our welcome packet, which describes in more detail our policies and procedures and our a client questionnaire. Filling out the questionnaire will give us more of an idea of how your business works. After that, we will assign you an Asana board, and then we can get started! 

​

 

Can I Update My Package if I End Up Needing Different Hours ?

Of course! We understand that some times in year are busier than others, so we are happy to increase or decrease hours for the following month if needed. It is important to note that we still require 5 hours minimum monthly and that as our client base evolves, upgraded packages are subject to availability.

 

What’s Your Turnaround Time?

​

We will work together to set timely and realistic timelines for each project. In general, we have tasks done within 2-3 business days depending on the size of the project. Frequently we are able to finish faster than that. If you have a project that is urgent, we are typically able to accommodate this at a higher fee.

​

What Are Your Business Hours?

​

Our office is located in upstate New York, so our hours are in Eastern Standard Time. Our office is open from 9AM-5PM Monday through Friday.  It is important to note that we are closed on most major and federal holidays. You can feel free to contact us at any time, but please be aware we will only be available to answer and work on client work during these hours.

 

How Does it Work When Your Office is closed? 

​

It's important to know our will be closed on federal holidays and weekends, in addition to 2 weeks for vacation every year. For those weeks, I'll let my all clients know at least week in advance. This way we have enough notice to get their work requests in well before beforehand.

​

How Many Hours Will I Need?

​

This is something we can discuss during our discovery call. It will all depend on the types of work you are looking to hand off as well as the goals you are looking to accomplish. 

​

 

How Does Billing Work?

​

We bill for half of the monthly fee up front, before services will commence. When the month or hours expire, you will be billed for the rest of the month, and the first half of the upcoming month.

​

Your particular billing month will start on the day you make your first payment, and restart every month on that day. For example, if you sign our contract and pay our initial invoice on June 4th, you will be billed on the 4th of each month (excluding weekends as we will bill on the next business day).

 

We request payment upon the receipt of our invoice. A late fee will be assessed if the invoice remains unpaid 15 days after it is due. We will pause services until we receive payment.

All of our billing is done via Wave at this time. 

​​