Policies

Last Updated on May 22, 2026

This page covers the practical details of working together. If you have a question that isn't answered here, send me a note and I'll get back to you.

Deposits and payment

A 50% deposit is required to reserve your project start date. The remaining balance is due before your site goes live. Deposits are non-refundable.

If you need to cancel or reschedule

Life happens. If you need to cancel or reschedule a project that's already underway, send me a written note as soon as you know. You'll remain responsible for any work that's already been completed or is in progress at the time of cancellation. Refunds aren't automatic, but I do consider them case by case depending on where we are in the project and the circumstances.

If you need to pause or reschedule for personal reasons (illness, family, capacity), I'd rather hear from you than have you push through. Tell me what's going on and we'll figure out a path forward.

If I need to cancel

If something on my end prevents me from completing your project, I'll let you know right away and either find a reasonable replacement, refund based on the work completed, or release you from any further payment obligations.

Professional liability insurance

I carry professional liability insurance through The Hartford, a US-based insurer.

Accommodations

Most of my work happens by email and shared documents, with calls only when they're genuinely useful. If that's how you'd prefer to work too, great. If you'd rather have more calls, fewer calls, written summaries instead of video recaps, extra time between rounds, or anything else that makes this easier on you, just tell me. There's no separate process or form. Note that extra time between rounds will extend the overall project timeline, which is fine. We'll just plan around it together.

Communication

You can reach me at kayla@kaylaholsomback.com. I aim to respond to client emails within two business days during active projects. I have systems in place to keep things from falling through the cracks, but I'm one person, and once in a while something slips. If you haven't heard back when you expected to, please send a follow-up. I'd rather you check in than wonder.

Questions about something not on this page?

Email me at kayla@kaylaholsomback.com.