Client Commitments 

• To provide requested information prior to support editing work.  
• To be available for your booking slot where needed.
• To provide 30days notice of changes to retainer for cancellation or pausing of services. 

Monthly Check in Meeting 

• Included in your retainer is a complimentary 30min check in meeting to discuss your design requirements for the month ahead.
• If additional engagement time is required to discuss work this will be deductible from your retainer.

Booking Time

• This can be booked at your check in meeting or independently
• Our priority booking calendar is available to you to book - this link will be emailed to retainer clients
• If you need a longer time frame booking just ask us to assist.

Priority Booking Calendar

• As a retainer client you have priority booking that is not available to pay as you go clients
• You can access the calendar through our website login click here
• Once you login your priority and free check in meeting options are visible from our online booking page click here 

Email Correspondence 

• Emails will be responded to within 24hrs.
• For emergencies enter emergency in the subject of your email.
• For design enquiries you may be asked to book into the diary to ensure we can give appropriate focus and time to your needs.

Keeping track of your hours

We share a live tracker just for your retainer works.  This is typically updated daily for you to see progress and your remaining allowance.

Information errors/delays

Delays or errors generated by the client will incur additional work that will be chargeable and deductible against your retainer hours.

Delays or errors generated by Jilly Mac Consultation will be rectified free of charge and will not be chargeable against your retainer hours.

Meeting Cancelations & Rebooking

If for any reason you need to cancel booking appointments please contact us or use the cancellation option on your confirmation email.  Additional contact information - click here

Booking slots cancelled with less than 48hrs notice prior to the start time of the calendar slot are counted as part of your retainer hours. 

Booking slots cancelled with more than 48hrs notice prior to the start time of the calendar slot may be rebooked without any additional charge counted on your retainer.  

Keeping track of your hours

Remaining hours 

If you have hours remaining at the end of the month we will notify you and these can be used for upto an additional two weeks.

Additional hours 

If you need additional hours:

• Purchase additional time upfront  - you can purchase a additional block of time at the same rate.  Simply drop us a message to check availability and we will send you an invoice.  Invoice to be paid on receipt and prior to works carried out. 
• Pay afterwards - Receive an invoice following the hours used. This will be noted on your live timesheet and invoiced weekly for immediate payment. **Note this option is being discontinued as on November 2022.

Overdue Payments

Accounts that are unpaid need to be remedied at the earliest opportunity.                                                     

We will notify you that your account payment is overdrawn.

Failure to make payment after 21 days

• We may employ a debt collection agency to redeem the outstanding payment.
• Your website will be taken offline until payment is made.  Note this will an administrative charge to reinstate your website online. 

If you are struggling to make payment for whatever reason do get in touch and we will support you with a payment plan however please note this is at our discretion.