Frequently Asked Questions

Working with me 1:1

General Questions

  • There are always lots of ways to create logos and graphics, but generally you get what you pay for.

    You may get a logo that looks ok. However, what I am offering is the opportunity for you to have a design that lets your personality shine and that also attracts your ideal client to you because it also speaks to them. I am also tapping into my years of experience, seeing lots of different designs and using this knowledge when working with you.

  • In a world with so many people shouting you need your branding to stand out. We all know how much money big companies spend on their brand and there is a reason for that. They want their brand to be easily recognised, they want to stand out and be remembered. You don't have to have their budget to get the same result, you want your ideal client to see you, remember you and come back to you when they need to use your services. This is something that you can achieve working with me.

  • I offer full branding design, which includes logo design and branding guidelines that help you apply your brand, without being a boring complicated document.

    Canva templates, social media graphics, presentation decks, documents, website page mock-ups, letterheads and business cards can all be added if needed - we can scope it together. Just mention it on your discovery call and I'll quote for it alongside your project.

Payment

  • A non-refundable deposit of 40% of the agreed amount will be due within 14 days. Work will not be scheduled until payment is received and funds cleared.

    Further payments will be split 30% of the agreed amount when the first set of samples are supplied then 30% of the agreed amount when you sign the project off as approved. Files will not be released until the final payment is received and funds cleared.

  • I accept BACS payments, details will be included on the invoice.

  • Before Work Commences: If you need to cancel a project, immediate written notice via email is required.

    • A refund may be issued at my discretion, less any irrecoverable costs already incurred in connection with your project, and less a 10% administration charge

    • After work has commenced: No refund will be given

    The 40% deposit secures your scheduled time with me. Once payment is received and cleared, I will confirm your project start date via email.

    Exceptional Circumstances: If you need to cancel due to a genuine emergency - such as a bereavement or serious illness - please get in touch. I will always try to be fair, and in most cases will still offer a refund even where the situations above would not normally allow one. Any refund given will be the amount paid less any irrecoverable costs already incurred in connection with your project - for example, third-party costs already committed, or the value of work already carried out - as these cannot be recovered once incurred.

  • I believe in being transparent and upfront with costs.

    When you receive a proposal from me it will detail, the scope of the work that will be carried out and what you should expect to receive. This will also detail an hourly rate for any work outside the scope of the project.

    If your project requires stock images or anything that requires an additional cost, I will let you know in advance before making a purchase.

    Before you sign the proposal you can raise any questions you may have about the scope of the work.

    Before the project starts

Before the Project Starts

  • The process varies slightly with the type of project but is always follows these simple steps;

    1. Book a call so we can chat about your project and get to know each other.

    2. I will supply a detailed proposal for you to review and accept so we can start working together.

    3. You will receive a Personalised Notion Board with questions to answer so I can find about about you in more depth.

    4. We will have a call to go over your answers, to make sure I have clear understanding of everything.

    5. You will recieve mood borads to review so we have a visual direction to go in.

    6. You will receive samples to review.

    7. We will work through the amendments to get you design to a point you are super excited to start using it!

    8. All done! and you will receive the files detailed in the proposal.

  • It is always best for us to meet, I prefer to meet remotely via video call.

    I offer a free discovery call to all clients as it’s a great way to ask any questions you may have without any commitment. It is the best way for us to get to know each other and see if we are a good fit to work together.

  • All design projects are different, generally a project will take up to 8 weeks. When we discuss your project, I will give you a timescale for when the work could be completed.

  • If you have a specific timeframe, please make me aware of this in advance, preferable during our discovery call. I will confirm if I am able to accommodate your timescale once I have checked current workload. Failure to inform me in advance may mean that I am unable to accommodate your project.

  • Once we have had our discovery call. I will put together a detailed proposal for you to look over and sign.

    Once the deposit has been paid and funds cleared, I will send you your Notion board so that you can start filling out the information and we can start the project.

Completing the Project

  • Depending on your project, you may receive a variety of files such as EPS, JPG & PNG. I will always supply you with all the files used for your project so you have a copy for your records.

    You will also receive documentation explaining where and when to use each file type. Please note that this will depend on the work carried out, as outlined in the proposal document.

    Where possible, I’ll use free fonts that are suitable for commercial use and that you’ll be able to download onto your computer easily.

  • Upon completion and payment, you will have full ownership of your project and files. I will also hold a copy of your files for reference. You agree that I hold the right to showcase the project and testimonial on my website, across social media platforms and on promotional material as means of advertisement.

During the Project

  • Yes absolutely! The idea is that we are working together. I may come up with a designs and you may want just a few amendments. Hopefully it won't happen, but you may not like the designs I present, so we will have to try something else.

    Designing something is a bit of a journey that we will go on together. I am here to guide you and to get the best out of the idea that you have.

    The proposal will detail the number of amendments that you can make within the scope of the work. It is best to communicate any changes you would like to make clearly and concisely on the project Notion board to avoid having to pay an additional charge for changes outside of the scope of work.

  • If you do require more amendments than the number detailed in the proposal, these will be subject to charge at my hourly rate as outlined in the proposal document. An additional proposal for the scope of the amendments will be provided. Work will not continue until the proposal has been signed and returned showing that you agree to the charges.

  • You will have 5 working days to look over your proofs and come back with any amendments.

Canva Templates

About the Templates

  • No! All templates are designed to work with Canva's Free version. However, some Canva elements may have Pro designations - you can swap these for free alternatives or upgrade to Canva Pro for full access.

  • Absolutely! All templates are fully customisable. Change colours, fonts, images, and text to match your (or your clients') brand identity.

  • Post templates are optimised for Instagram, Facebook, and LinkedIn (1080 × 1350px format). They work across all three platforms.

  • Immediately after purchase, you'll receive a PDF via email containing clickable links to access your Canva templates. Simply click the links to copy the templates into your Canva account.

  • Yes! Individual licenses allow unlimited use for your own business.

    Multi-client licenses allow unlimited use for up to 5 clients.

About Licensing

  • Individual licenses are for one person using templates for their own business only. Multi-client licenses allow social media managers, VAs, and consultants to use templates for up to 5 different paying clients.

  • No. Multi-client licenses allow you to create content FOR clients, but you cannot give them access to the editable template files. You should export final graphics (JPG, PNG, PDF) and deliver those to clients.

  • One client = one business entity. You can create unlimited posts, graphics, or projects for that same client business using the templates.

  • You'll need to purchase an additional multi-client license to cover more than 5 clients. Each additional license covers another 5 clients.

  • Yes! The license covers UP TO 5 clients, so you can use it for fewer and add more clients later as your business grows.

  • No. Once purchased, you own the templates and can use them indefinitely within the terms of your license type.

Technical Questions

  • First, check your spam/junk folder. If it's not there, email claire@20penceproductions.co.uk with your order confirmation and I'll resend it as soon as possible.

  • Yes! If your download link expires, just click it again and a new link will automatically be sent to your email address.

  • Due to the digital nature of these products, all sales are final. However, if there's a technical issue preventing you from accessing the templates, please contact me and I'll help resolve it.

  • Canva has built-in website publishing. You can publish for free with a Canva subdomain (yourname.canva.site), or connect a custom domain if you have Canva Pro. Instructions are included in the quick-start video guide.

  • The quick-start video guides show you how to customise everything yourself.

    For additional support, I offer limited technical help for accessing templates.

    For custom design work, please enquire about my client services at claire@20penceproductions.co.uk

Still Have Questions?

Contact me via the contact page and I'll get back to you within 2 working days.