Policies

Cancellation & No-Show

• Appointments may be rescheduled with at least 24 hours' notice.
• Cancellations with less than 24 hours' notice, or a no-show, count as a completed session and are non-refundable.
• For retainer or included sessions, the scheduled time is deducted from your available monthly hours.
• Late arrival: your appointment still ends at its originally scheduled time. (Booked 2:00–3:00, arriving at 2:20 still ends at 3:00.)
• If MKM must cancel, you may reschedule without penalty, or receive a credit or refund on separately purchased sessions.
• One reschedule is permitted with proper notice. Repeated rescheduling may require cancellation and rebooking.
• Emergencies are considered at MKM's discretion.

Payment

• All sessions and consultations are paid before the booking is confirmed.
• Development projects begin only after the required payment is received.
• Projects $1,000 or less are paid in full upfront. Projects over $1,000 may be paid in full or split 50% to begin and 50% before launch.
• No site is launched, deployed, or transferred until the final balance is paid.

Revisions & New Work

Every website and system project includes two revision rounds. A revision adjusts something that already exists within the approved scope — wording, an image, a color, spacing, or an existing feature.

New functionality is not a revision. New pages, features, automations, integrations, or a redesign are separate development requests, quoted and paid for before work begins.

Design & Image Work

Design work and image creation completed as part of your original build are included in that build. Any additional design, new imagery, or image creation requested afterward is billable and quoted before any work begins.

Nothing new is designed or created without a confirmed, paid request.

Requesting New Work

Your plan includes everything listed for it. If your business needs something additional, simply request it — we'll confirm the scope and price before any work begins. Submitting a request does not authorize development; work starts after approval and payment.

Client Delays

If required materials, content, or approvals aren't provided for 14 consecutive days, a project may be placed on administrative hold. Work already performed remains payable, and the project resumes based on current availability. A reactivation fee may apply.