We believe that great marketing comes with great partnership.

We are here to support you throughout your project, ensuring you launch with confidence and clarity.

Office & Response Hours

We are dedicated to providing prompt support during our regular business hours:

• Response Time: We aim to reply to all emails and messages within 24 hours (Monday–Friday) during South African Standard Time (SAST).
• Weekends & Holidays: Messages sent on weekends or public holidays will be answered first thing on the next business day.
• Project Timelines: Specific project work and design requests strictly follow the timeline agreed upon and set in your chosen package.

Project Support & Deliverables

Depending on your chosen package, you will receive clear and comprehensive support:

• Agreed Deliverables: We deliver all agreed items, including branding kits, templates, social setup, content plans, roadmaps, and more—exactly as specified in your package description.
• Hands-on Empowerment: For our supported packages (S, M, L), you receive dedicated, hands-on sessions where we guide you through posting best practices, Canva, AI tools, and managing your marketing strategy.
• Clear Communication: Expect clear updates at every project stage: concept, draft, revision, and final delivery.

Support Between Sessions (M & L Packages Only)

For clients on our M & L packages, you may send short questions via WhatsApp or Email for quick clarifications (non-urgent). We will respond within your dedicated support window to keep your momentum going.

Revisions & Additional Work

Setting clear boundaries helps us focus on delivering your project efficiently:

• Revisions Included: Each package includes a fair number of revision rounds, specifically detailed in your package description.
• Extra Work: Extra revisions, new design requests, or strategy work that falls outside the agreed-upon package scope are available at an additional fee. This will always be quoted and approved by you before we proceed.

Upsells & Optional Add-Ons

Should you wish to grow and scale beyond your starter kit, we have optional services available to maintain your professional visibility:

• Monthly content calendars
• Ongoing social media management
• Email newsletters & blogging, white papers, case studies, etc
• Campaign strategy development
• Extra templates, flyers, posters, or video editing
• Additional 1-on-1 marketing sessions
• Website content creation and updates

These services are optional and will be billed separately. A clear quote and project timeline will be provided for all add-ons before work begins.

Complaints, Concerns & Feedback

If something doesn’t feel right, we genuinely want to know so we can fix it quickly.

• How to Report: Please email all concerns or feedback directly to clivia@thevisiblehaus.co.za
• Our Commitment: We take all feedback seriously and promise to resolve issues quickly, fairly, and professionally. Your satisfaction and progress matter deeply to us.

Refunds, Cancellations & Changes

• Changes & Concerns: If you need to change your package, timeline, or have a concern (e.g., illness, emergency), please contact us as soon as possible.
• Rescheduling: Please contact us at least 48 hours in advance if you need to reschedule a session.
• Policy: Refunds or rescheduling are considered case-by-case, following the full details outlined in our Terms & Conditions.
• Work Completed: Please note that work already completed cannot be refunded, but we always aim to find a fair, forward-looking solution.