ONYX Website Project Guide & Policies

Project Booking & Availability

• Project dates are secured once the deposit has been received.

• Projects cannot be held without a deposit.

• Bookings and availability operate on a first deposit received basis. ONYX Business Support will always prioritise confirmed projects and do its best to work within suitable circumstances and arrangements, while keeping clients informed if a discussed timeframe is likely to become unavailable.

• Once a deposit is paid, the project dates are locked into a schedule and that time is specifically reserved for your project.

• Deposits are non refundable as this time has been reserved within the schedule for your project.

• Once a project is confirmed, the agreed timeframe cannot be shortened unless a fast track arrangement is agreed to and available.

• Project timeframes are generally up to 35 days, however please refer to your proposal as timelines may vary depending on the scope of the project.

• The earliest day of the week a project will commence is Tuesday.

Website Project Pathway

Each website project generally follows the pathway below.

• Proposal provided

• Deposit paid

• Project confirmed and scheduled

• Build commencement date

• Website build timeframe

• First look preview of the website

• Changes and edits requested

• Requested changes actioned

• Domain connection

• Squarespace/Shopify or other website platform subscription setup

• Website ready for public launch

Website Build Phase

• The website build phase refers to the design and construction of the website only.

• This phase runs for up to 35 days, or the timeframe outlined in your proposal.

• Within this timeframe you will receive a first look preview link of your website.

• Sometimes the first look may be delivered earlier, however the maximum timeframe is the agreed build period.

• Once the first look has been delivered, the website build phase is considered complete.

Post First Look (Review & Finalisation)

From this point, the project moves into the review and finalisation stage.

This stage includes:

• client review of the website

• submission of change requests

• implementation of requested changes by ONYX Business Support

• domain connection

• website platform subscription setup

This stage falls outside of the initial website build timeframe.

Unlike the build phase, this stage does not have a fixed timeline, as progress depends on both the client and ONYX Business Support.

The overall timing will depend on:

• when the client submits change requests

• how extensive the requested changes are

• current project workload when changes are received

Once change requests are received, ONYX Business Support will provide an estimated timeframe for implementing those updates.

Changes & Edits

• After receiving your first look preview, you will be guided on how to submit change requests.

• Change requests should be provided in a clear and organised document.

• Once changes are received, an estimated timeframe will be provided for implementing them.

• While edits are prioritised wherever possible, turnaround time may vary depending on current workload and timing of submission.

• The project includes reasonable revision rounds following the first look.

• Major structural changes, additional design requests, or repeated revision rounds may require additional time or fees.

• Content changes supplied after the build phase has commenced may impact the project timeline.

Domain Connection

• Once the website is approved, the domain will be able to be connected.

• Domain propagation can take between 2 and 72 hours.

• This process is outside of ONYX’s control and depends on the domain host.

• During this time the site may briefly show a security warning until the connection fully completes, this is a normal part of the process.

Website Platform Subscription Setup

• The client is responsible for establishing the website platform subscription.

• Guidance will be provided to help complete this step.

• Website access and ownership remain with the client.

Please note that a website platform subscription (Shopify, Squarespace etc. is paid directly to the platform and not ONYX).

Launch Date Requests

• If you are working towards a specific future launch date, the website must be fully built, reviewed and approved ahead of that date.

• Once completed, the website can remain password protected until the agreed launch date.

• On the agreed date, the website will simply be set live to the public.

• The chosen launch date must fall on a date where I am available and working in order to action the launch.

• Launch dates therefore need to be agreed to in advance.

Client Responsibilities

To keep projects running smoothly:

• All requested content and information must be provided promptly before the project commencement date.

• Missing information may delay the project start date.

• If requested items are not provided within a reasonable timeframe, the project timeline may be forfeited and the project may need to be rescheduled based on availability.

Search Engine Visibility & SEO

• ONYX Business Support does not provide SEO (Search Engine Optimisation) services as part of website design projects unless explicitly stated in a proposal.

• While basic SEO settings available within website platforms (such as Squarespace, Shopify or Carrd) may be configured during the build process, this does not constitute a full SEO service.

• ONYX Business Support does not guarantee search engine rankings, website traffic levels, enquiries, or sales performance.

• Website visibility within search engines such as Google is influenced by many factors outside the control of ONYX Business Support, including content quality, competition, domain authority, ongoing SEO strategy and search engine algorithms.

• Clients are responsible for their own marketing, SEO strategy, and website promotion following website delivery.

Email & Contact Form Responsibility

• Website contact forms rely on external email systems and spam filtering, which may vary depending on the email provider used by the client.

• In some cases, emails generated through website contact forms may be redirected to spam or filtered folders by email providers.

• Clients are responsible for checking spam folders, email filtering settings and ensuring their email provider is configured correctly to receive website enquiries.

• ONYX Business Support is not responsible for missed enquiries or communication issues caused by email filtering, spam protection or third party email systems.

Platform & Third Party Services

• Websites are built using third party platforms such as Squarespace, Shopify or Carrd.

• ONYX Business Support is not responsible for outages, technical faults, updates or changes made by these platforms.

• Any platform related issues, downtime or service interruptions fall under the responsibility of the platform provider.

• Clients are responsible for maintaining their platform subscription, domain registration and associated services.

Project Scope

Website projects generally include:

• website design and layout

• website structure and page creation

• formatting and layout design

• light copy polishing where required

Any work outside the agreed project scope may incur additional charges.

Project Inactivity

• If a project becomes inactive for 30 days or more due to lack of communication, missing content, or incomplete change requests, the project may be paused.

• When the client is ready to resume, the project will be rescheduled based on current availability.

Communication

To keep communication clear and organised:

• Email is the primary method of communication.

• Phone or video calls must be booked through the Calendly link provided.

• Project communication is not conducted via: SMS, social media direct messages or voice messages

• WhatsApp may be used for project related discussion if agreed, and the chat will be named after the project for clarity.

Environmental & Connectivity Considerations

ONYX Business Support operates from the Northern Rivers region of NSW, which can occasionally experience extreme weather events.

• In rare circumstances weather conditions may impact power, internet access or safety.

• If this occurs, projects may need to be temporarily paused or adjusted.

• Clients will always be kept informed and work will resume as soon as conditions allow.

• Project work will always be prioritised wherever possible.

Image & Content Responsibility

• Clients are responsible for ensuring all images, text and content provided have the appropriate rights or permissions.

• ONYX Business Support is not responsible for copyright issues relating to client supplied content.

Technology & Platform Responsibility

While every effort is made to ensure a smooth build process, ONYX Business Support cannot be held responsible for issues outside of our control including:

• platform outages

• domain host issues

• internet interruptions

• equipment failure

• ONYX Business Support is not responsible for domain renewals, platform subscriptions, or external services once the website is delivered.

Policy Updates

ONYX Business Support may update these policies from time to time to reflect improvements to workflow and processes.

The most current version will always be available on this page.