Visually Guidelines, Policies & Fees
1. Legal Terms
Visually, Inc. (“we,” “us,” “our,” or “Company”) knows that you care about how your personal information is used and shared, and we take your privacy seriously. For more details, please visit Visually privacy.
Invoicing & Payment
100% of your project fees will be invoiced once the quote is accepted, and payment is due within 30 days, unless otherwise agreed to in writing between you and Visually. Failure to pay promptly may result in the delay of your project. Ownership of assets and usage rights do not transfer until payment is made in full.
Your membership fee is due at the start of the term for the full term of membership, due within 30 days.
Cancellation & Credits
In the instance where you need to cancel your project, fees will be assessed based on work completed. This allows us to appropriately compensate the team assigned to your project. You will receive a credit for unused services. Please note that cancelling a project forfeits the right to use any deliverable.
The “credit schedule” below are guidelines only; no credit may be offered at Visually’s sole discretion. Cancellation for credit requires written cancellation to be received. If source files are requested and posted before the project is closed, the full value of the project is considered complete and delivered.
- Graphic Design
- 75% credit once your team is assigned and the project kicks off
- 25% credit after any work has begun and before client feedback
- 0% credit after client feedback
- Video Projects
- 75% credit once your team is assigned and the project kicks off
- 50% credit after any work has begun and before client feedback
- 0% credit after client feedback
- Interactive & Custom Project Types
- 25% credit once your team is assigned and the project kicks off
- 0% credit after project kick-off
- Rush Projects (All Types)
- Rush fees are non-refundable once the project has been assigned, and no credit will be offered on a rush project once work has begun.
For on-demand projects, paid unused services (credits) must be used within 90 days from the date of invoice issue to avoid a contract cancellation fee for the full amount of the original services.
For members, any credits can be applied toward future project fees indefinitely, as long as your membership fee is in good standing. If you fail to pay your membership fee within 30 days, we will draw down from your unused credits to cover your membership fee.
- Custom projects are defined as any projects not Graphic Design, Video or Interactive
- Work begun is defined as least one deliverable has been posted by creative team
Project Lifecycle & Statuses
1) Quote acceptance, brief submission and project start:
- Quotes must be accepted and projects started within 30 days of quote receipt, unless otherwise contracted.
- Unaccepted quotes, incomplete briefs and projects not started within this same timeframe will expire, giving Visually the right to adjust pricing on the quote for that project.
- Project start is defined as when you creative team has everything they need to begin work and the project is officially “kicked off.”
- Brief submitted is defined as all answers being thoroughly completed and the client pressing the “submit” button.
2) Quote accepted, brief not submitted:
- Paid unused services must be used within 90 days from the date of invoice to avoid a contract cancellation fee for the full amount of the original services.
3) Project assignment
- Visually will assign your team within 2 business days from the brief submission date.
4) To complete your project (max timeline policy)
The Visually creative teams are in high demand, and in order to keep our platform as their preferred source of projects we must respect the capacity they set aside for our clients. All project types have standard timelines and scoped durations. Every effort should be taken to complete projects within the scoped duration. Any changes to project timelines must be agreed upon in writing with Visually and may incur additional costs. However, Visually understands that projects may require some flexibility, and as a result:
- Clients are granted a grace period of 3 weeks of additional access to their project and teams without penalty. This grace period begins 3 weeks after the original duration is met, based on project kick-off date. (Any duration added from new scope from a Change Order will be tacked on before the 3 weeks begins; if there is new scope added during the grace period, that duration will be added to what remains in your grace period).
- If the project is not closed by end of these 3 weeks, clients will be invoiced 20% of the total project value to date (including any added scope from Change Orders) each month the project continues to stay open.
- Projects may remain open past the max completion time at Visually's discretion.
5) On hold
- In order to accommodate unforeseen issues, clients can request to put their project on hold once for up to 14 days to avoid reaching max timeline on their project and incurring additional fees (unless your original team is no longer available).
- Visually reserves the right to place a project on hold if there is no client activity after 14 days.
- At end of the 14 days, if the client hasn’t opted to re-active or cancel, Visually will close the project and consider it complete and the balance due.
- If a client opts to cancel, standard cancellation fees/policies apply.
6) Visually to manually close a project
- If a project has no client activity for more than 14 days, Visually reserves the right to close the project and consider it complete, at which time any remaining fees will become due and payable.
- Projects that reach the final deliverable post will be closed by Visually if the client is unresponsive after 3 business days from the post date of the final files.
7) To reopen a project after it’s been closed
- Projects may be reopened at a later date at Visually's discretion.
- If the original team supporting your project is no longer available, additional or higher fees may apply to cover the cost of re-staffing a new team for the additional work.
Beyond all other additional fees that are outlined in our policies, requesting work from your assigned team that is beyond the agreed-upon scope (e.g., additional deliverables or more revision rounds, etc.), requires a Change Order. You can view the contracted scope for your project on the Creative Brief tab on the Project Page.
Additionally, any requested edits after source files have been posted may result in additional fees; Visually is not responsible for changes made to source files by the client after the team has posted them.
Visually and its freelancers are not responsible for fees associated with stock imagery, assets, or fonts. Licenses must be purchased by the client, and procured assets must be posted to the creative team in the Project Page. This is to protect the customer and ensure the right ownership has been properly secured.
Project Center & Platform
The Visually Platform serves as a workspace and a communication hub to exchange assets, schedule meetings, reference key milestones and collaborate with your creative team.
All communication should be kept within the platform (e.g., Activity Feed, chat, etc.)
We cannot support or guarantee work done outside of the platform. Learn more about working on the Visually Platform.
Client Deliverables & Responsibilities
Clients are responsible for:
- Submitting a thorough Creative Brief to ensure that the creative team has the information they need to kick off the project.
- Providing any materials and assets (e.g., final copy, logos, etc.) required for any non-contracted deliverables and materials.
- Reviewing deliverables and providing the creative team the feedback and information needed to continue and complete work in a timely manner that follows the project schedule.
- Not requesting rush turnarounds from their creative team if rush is not included in the project’s scope.
- Not requesting additional deliverables or added scope from their creative team without going through the proper Change Order process.
Assumptions for Interactive Projects
Unless otherwise contracted:
- Maintenance services not included in deliverables (e.g., backing up site files, CMS updates, core code and plugin updates, content revision and posting, general technical troubleshooting, etc.).
- Deliverables do not include any kind of third-party systems or API integration.
- Interactive will be developed for compatibility with the latest two (2) versions Firefox, Chrome, Safari, Edge.
- Modifications to final, approved website deliverable will be treated as new project or Change Order.
- Client has one (1) week to report any critical bugs after final website deliverable is approved (e.g., broken link or plug-in due to a coding error), new or enhanced features, and bugs caused by client user errors, are not covered.
- Client is responsible for all fees, responsibilities and tasks relating to hosting, domain and launch.
- Client is responsible for any analytics and any SEO required for site.
Client acknowledges the following dependencies:
- If copywriter isn’t included in the project’s scope, final copy is dependent on Client providing all content, materials and information for new website.
- Wireframes are dependent on final, approved information architecture, site outline and final copy (client to provide all if not included as deliverables in contracted scope).
- Designs are dependent on approved information architecture and approved wireframes.
- Development is dependent on final, approved designs.
Talent Role Definitions
Any retained hours defined by your Membership will expire at the term noted.
- Designers are responsible for creating the visual language and final design for all project types, which is based on a client’s creative brief and objectives. This includes creative decisions around not only style, but also layout, structure and the hierarchy of information visualized.
- Journalists are responsible for effectively communicating a client’s or product’s message in a way that is uniquely fresh, memorable, credible, and persuasive. Our infographic projects include up to five hours of conducting relevant research that may be required to tell the right story well. For all other projects, depending on exact scope, Journalists may provide copyediting or copywriting services, and their work may or may not include original research. See your quote for exact scope details.
- Animators are responsible for for providing style frames, custom illustration, motion graphic components like iconography and 3D rendering, stock music, and voiceover (if needed).
- Creative Directors are responsible for developing high-level creative concepts for projects - often for enterprise- and retainer-level clients - and for ensuring seamless execution. They also oversee the creative entire process and provide guidance for diverse teams. Creative Directors are especially helpful for larger campaigns, where there are multiple deliverables that require the same look and feel.
- Project Coordinators are responsible for coordinating key high-level activities within the project, such as kick-off, milestone management, and monitoring scope. They work closely with Visually’s help team to communicate status and escalate issues, as needed.
- Project Managers are responsible for all project coordinator duties, but provide additional support to truly quarterback a project on a more day-to-day basis. Additional responsibilities include interpreting specification documents, such as creative briefs, as well as reviewing all client feedback to ensure it is workable, timely, and it is included in the following revision round. Project Managers are often ideal for helping better manage multiple projects under a single campaign.
- Proofreaders are responsible for proofing the initial final copy document from clients, as well as checking the final deliverable to ensure all copy is free from errors in grammar, punctuation, and syntax. They are also responsible for flagging other potential content issues, like a section that doesn’t fit logically under a heading, or a sentence that seems like it would work better in another paragraph. Proofreading does not include restructuring, editing hierarchy, fact or source-checking, conducting or checking any calculations, full copyediting, or any original writing.
- Content Strategists are responsible for consulting with clients to understand past, current, and planned content efforts - mission/vision, messaging, audience, and goals - and for developing personas, user journey mapping, content auditing, messaging development, making strategic recommendations for deliverables, and creating content calendars.
Project Resources & Additional Help
For answers to common questions and resources to help you with your project, visit the Visually Knowledge Base. Need additional assistance or can't find the answer you are looking for? Contact us at firstname.lastname@example.org - our team is standing by to help.
Please refer to our current rate cards.