I want you to be familiar with policies/procedures so that things can run smoothly between us. Please read these very carefully so that there are no misunderstandings later on.

The procedures, practices, policies and benefits described here may be modified or discontinued from time to time. We will try to inform you of any changes as they occur. Should you have any questions, please email accounting@vagladiator.com.

Usage of our services constitutes customer’s acceptance of VA Gladiator's billing policy. Following is the billing policy with which all customers must comply.

BILLING OPTIONS:
Hourly – Our hourly rate for all services is $55/hr, unless specified otherwise.

Project – Projects (ie. Virtual Summits, excluding trials) are quoted in advance. 50% retainers are due prior to beginning work. The final 50% is due prior to receiving the final deliverables.

Packages – All Monthly Service Packages are set up on a pre-paid basis. Payment must be received before any billable service is provided or activated.

Recurring – Customers are required to keep a valid credit/debit card on file to charge for additional fees (ie. out of scope, over time charges, shipping fees)

PAYMENT OPTIONS:
We accept Credit/Debit Cards. Other options must be approved.

GENERAL POLICIES:
Customers are responsible for keeping all credit/debit card details and contact information current.

Please email accounting@vagladiator.com to inform us of any changes.

All fees are automatically invoiced and charged to the credit/debit card on file between 2-5 business days BEFORE the due date. This allows a grace period prior to service interruption to address any issues with the payment method on file. Unless otherwise agreed upon in writing, services and project (ie: website builds which have a set completion date) packages purchased expire in 30 days. Invoice and payment receipts are available to customers upon request.

CREDIT/DEBIT CARD BILLING:
All credit/debit cards are automatically charged 2-5 business days prior to the customer’s specific billing cycle date. If the credit/debit card is declined, we will attempt to charge the card on file for 30 days.

DELINQUENT ACCOUNTS:
All accounts past due may be disabled until balances are paid in full. Client accounts that are consistently delinquent may be required to keep an alternative payment method on file and will be charged once billable time remaining drops below 20% of total package.

DEACTIVATION:
After an account is delinquent for 30 days, it will be canceled due to non-payment.

RETURNED ITEM FEE:
There is a $50.00 insufficient funds check fee for returned checks in addition to the amount still due.

LATE FEE:
Invoices that remain unpaid after five days will be assessed a late fee of $55.00. No fewer than three attempts to contact the customer will be made before any late fee is assessed.

CHARGE BACKS:
If a customer initiates a charge back, we may assess a $55.00 processing fee for each individual charge back.

COLLECTIONS FEE:
If a customer initiates a charge back, we may assess a $55.00 processing fee for each individual charge back.

RUSH FEE:
A 25% surcharge will be assessed for urgent, off-hour, or vacation/holiday requests. Urgent is defined as tasks that require less than 48 hour turnaround. Off-hour is defined as tasks that require work during a time we would not usually work. 

OVERAGE FEE: Clients who exceed their package hours will be assessed an overage fee of 5% to all hours worked over time.

CANCELLATIONS:
We require a 30-day written notice, prior to the upcoming due date, to cancel any service. In the event of cancellations, Customers are still responsible for the remainder of their terms. Verbal requests to cancel do not constitute acceptance of any cancellation. Customers are encouraged to keep records of all cancellation communication.

Cancellation of an account does not dismiss outstanding invoices. At the time of cancellation, any outstanding balance must be settled. All canceled accounts with an outstanding balance may be automatically turned over to a third-party collection service.

REFUNDS:
VA Gladiator has a NO REFUNDS policy. However, we want you to be thrilled with our service. If you are not satisfied with our work, please let your Project Manager know, and will do our best to make it right. 

From time to time, we may refund deposits or consultation fees should we determine working together is not a good fit, prior to beginning work or the scheduled call.

BILLING DISPUTES:
As a current or prior customer, each customer agrees to provide 30 days to attempt settlement of any billing dispute before disputing with any third-party credit/debit card company or bank.

We must be the first option in billing disputes.

Should VA Gladiator receive a charge back from a third-party credit/debit card company or bank on the customer’s behalf before we have been given a chance to resolve the issue, we have the right to collect on the rendered services and any fees associated with those disputes.

Regardless of the outcome of the charge back, VA Gladiator retains the right to collect on any rendered services or fees that are due. VA Gladiator will submit any disputed amounts to a collection agency.

Once a chargeback has been received, we will immediately suspend the account until the matter is resolved.