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Occasionally Asked Questions

General Questions

Do you offer a Money Back Guarantee?

We do. We offer a Conditional Money Back Guarantee. Our guarantee allows for a full refund in the first 30 days IF we do not deliver what we said we would. Of course this is contingent on you providing the information, content, images, logo, etc that any client provides in order for us to get started on your project.

However, if you find yourself not happy with our service you can simply stop your next payment since you’re not under any contractual obligation.

That being said, we can state with confidence that you’ll love what we deliver. We have clients that’s been with us for over a decade and they’re not in a hurry to go elsewhere. You’ll be happy by us.

Can you help if I need something not included in your offer?

You have a few options in this case.

1.) We can provide additional add-ons that are not included in this offer which you’ll be able to pay for if it turns out that you need some of those. Details on these add-ons are only made available to clients.

2.) Above Brand is part of a group of companies many of which provides marketing and sales related services to the B2B and B2C world. It is very likely that whatever you need can be catered for by one of these companies. We’ll put you in touch with the correct people if you require anything that Above Brand does not provide.

What forms of payment are accepted?

Paypal or Credit Card.

We currently use Paypal for payment processing. You can pay with Credit Card in the same checkout even if you do not have a Paypal account.

What is the process (step 1, step 2, etc.) after I join?

1.) You simply select the GET STARTED button on our pricing page and then proceed to checkout. If you prefer we can start by first having a quick chat so that we can better understand your needs and answer any questions you may have. You’ll be able to book a time convenient for you.

2.) After payment, you’ll receive an email from us with all information relevant to your project.

3.) This email will contain a link to a private Trello dashboard that contains everything relevant to your project. You’ll also receive an invitation to join a private Slack channel where you’ll be able to communicate with our team at any time.

How long after joining can I see my completed project?

We aim to get everything done within 7-14 days after receiving the details for your new project. This includes any text, photos, etc you want to be used on your website.

What if I only need some of what you offer?

The Above Brand offer is exclusively a package deal. It’s what we call a productized service. You pay an affordable fixed fee per month in exchange for a valuable fixed service, similar to when you pay for a SaaS product or service.

Website Questions

How does ‘Add-ons’ work?

Add-ons are extended functionality for your website. The reason we make them available as add-ons is that these add-ons are not all required by everyone. You’ll be able to choose what you want when you sign up.

Can Add-ons only be selected at signup?

You can select any of our add-ons at signup or at any point after signup. Just let us know what you need and we’ll get it done.

What do you need from me in order to get started?

After you join you’ll have the opportunity to provide us with all the details we’ll need to get started. These are questions on your target market, your domain name, other sites you like the look off, text and images you want to share with us for use in your website, etc.

How easy is WordPress to use for a beginner?

Before we answer that please know that you can also let us know if you need something done and we’ll get it done for you. That being said…

It’s not difficult. In fact, if you understand how to use Microsoft Word you’ll be able to create or edit your own page content.

To make things a little easier, we provide a range of WordPress Training Videos on all aspects related to “How To” get things done in WordPress. All these training materials will be available right inside your website Admin panel.

If you want a paper manual let us know. We’ll ship one to you for free. Anywhere in the world.

Can we add tracking pixels to our website?

You sure can. You’ll be able to do this yourself or simply email us the details and we’ll get it done for you.

Any types of websites you do NOT accept?

We reserve the right to refuse any business we deem offensive. That said, every case is unique so we’ll evaluate every case by its merits and decide based on the outcome of our deliberation. Any websites that attempt to break the law in any way will never make it into our network.

Do you provide any traininig on how to use everything?

We do.

Build right into your Website Admin Panel we provide nearly 90 How-to Training Videos related to your website and everything you can do with it. We’ll also ship a paper user manual to anyone that asks for one.

For your Hosting Admin Panel, we have How-to Training Videos build right in relevant to the section you’re viewing.

Do you support ongoing cosmetic changes to my site?

Your plan includes unlimited support for updates and basic changes (changing text, images, etc.).

It does not include changes that constitute a redesign or gradual redesign of your website.

However, all plans include an annual website makeover where we specifically cover the redesign of your website.

Important: We do have a Fair Use Policy in place that prevents abuse on our unlimited support plan.

Support Questions

Can we chat on the phone before I make a final decision?

Absolutely. You are more than welcome to book a call with us at a time convenient to you. We have a US number you can call or you can request that we call you.

Do you offer phone support?

We do not. We provide something better. After you join the Above Brand family you’ll be invited to join a private Slack channel where you and any staff you want to be added will be able to talk to us at any time. We centralize all communication in Slack instead of various channels simply because it makes us much more efficient in dealing with client requests which are good for us and very good for you.

Is Support really unlimited?

Yes. Please note that we do have a Fair Use Policy which will be enforced in cases where we identify clear misuse of this service.

What happens when someone cancels their subscription?

Above Brand is a month-to-month service that you can cancel at any time. If you do not wish to renew your commitment and your account’s been with us for 18 months or more, Above Brand will release your website in full.

If your account is not paid in full (less than 18 months), you can still cancel at any time, but you will be required to pay a release fee which is your monthly fee x the months you still have left leading up to 18 months.