Billing FAQs

Average Web Design and Development Agency Rates.

According to a survey of over 1,000 digital marketing agencies and freelancers across 16 countries, published by, the average hourly rate for a Web Design and Development Agency is between $101-$150 per hour. Our standard rate is slightly below average at $120/hour, however we also offer a preferred client rate of $60/hour for websites we host.

If we do not host your website our standard hourly rate will apply. 

Standard Rate: $120/hour

Preferred Client Rate: $60/hour

Our Standard Rate vs. Preferred Client Rate

We offer our preferred client rate for work completed on websites we host. If we do not host your website our standard hourly rate will apply. 

Standard Rate: $120/hour

Preferred Client Rate: $60/hour

What Is Considered Billable?

If we have to log in, it’s billable.

Updating websites is what we do for a living. It’s how we pay our staff so they can feed their families. If you ask us to log in to your website, we have to charge you.

Because we also provide Web Hosting and Domain Management, we’re often having non-billable conversations with clients. We want to have open communication, please call or email us when you have questions about your website. If you ask us how to do something, we will happily provide resources and point you in the right direction.

However, because of this, sometimes the lines between a web hosting support conversation and billable work can get a little hazy. So that’s why we boil it down to a simple rule, if we have to login to your website, it’s billable.

Examples of things we DO NOT charge for:

  • Server/hosting related requests like increasing the max execution time.
  • DNS updates for Domains under our management.
  • Answering general website questions.
  • Answering general marketing questions.
  • Things we do for you that you don’t ask us to do.
  • Sales related questions like asking us how much it would cost do to “X”.

Examples of things we DO charge for:

  • Changing pictures, colors, text, videos, files, or other content located on your website.
  • Changing HTML, CSS, PHP, JAVASCRIPT, or any other code on your website.
  • Logging into integrated systems on your behalf. For example, logging into SaleForce to retrieve lead capture form code you want added to your website.
  • Correspondence that is required in order to complete billable work. For example, if you email a list of changes, we cannot complete those changes without reading the email.

How is Time Tracked?

We use a program called Toggl to track time. We track our time to the minute, as opposed to 5 or 15 minute increments. We also use Toggl to keep track of uninvoiced time, invoiced, and paid, ensuring we do not accidentally double bill for work completed. All invoices from contain a memo with the time period of when the work on the invoice was completed.

What’s your Refund Policy/Guarantee?

We want you to be WOWED with our work! If you’re not, please let us know and we will work with you to make it right.

With any project we work on, we keep clients updated at regular intervals, taking their feedback into account along the way, so it’s very uncommon for us to have a major issue. 

If you’re so unhappy that you don’t want to pay us, you can return the work we did (by deleting it) and we won’t charge you. 

We do not provide refunds for product based services like Web Hosting and Search Engine Optimization. You can cancel future charges, but we do not provide prorated refunds. 

Our Philosophy on Billing

We bill honestly, and only for the time it takes. We do not bill in 15-minute increments or round time up. We track our time to the minute.

We work efficiently and put the best interests of our clients ahead of our own. For example, if a client calls and says “I want you to add a web form to my website and I have a budget of $500.” 

We could certainly “make” this task cost $500. Some agencies do. I once reviewed a web design proposal from a firm that charged a $500 contact form upsell.

We’d rather say “okay, we will install a reputable contact form plugin rather than coding a contact form from scratch. That will save on development time. The client gives us the green light to go ahead. We start a timer and install the plugin and configure the form fields. It takes us 16 minutes and we report back to the client. 

The client reviews the work and says “Could you add a checkbox so someone filling out the form can sign up for my newsletter?” 

We start our timer back up and add the check box. It takes another 5 minutes. The total time is 21 minutes. At our Preferred Client rate of $60, the total cost is $21.00.

Some would say that we are leaving a lot of money on the table. I say we gain something much more valuable, a client’s trust. Websites are ongoing projects. Content is evolving. There are staff changes, seasonal promotions, changes in products and services, changes in design trends such as the modern requirement for websites to be responsive/mobile friendly. At some point there is going to be more work. If we work efficiently and put the best interests of our clients ahead of our own, the client will trust that work to us.

We also gain peace of mind. The cost shouldn’t be dependent on the client’s budget. We shouldn’t be charging different clients different prices based on their budget. That leaves us with the feeling of having “ripped someone off” and we don’t like that. We enjoy sleeping soundly knowing we do business fairly and honestly and that we treat everyone equally. We work with a lot of family and friends and the formula for calculating the cost remains the same. $60/hour multiplied by the time it takes.


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