Who the heck are we

About Us

  • An open way of looking at things

    Pebbled thinks about design and web development a little differently. We don’t think you should have to chase a gaggle of different freelancers or pay a truckload of money for sexy designs and web development. So we’ve wedged ourselves somewhere in the middle. Into the sweet spot!

    Our subscription model means you can use our team of designers and coders for one low, fixed monthly payment. Plain and simples. That’s us. And if you’ve got ideas you want to make real, we can’t wait to meet you.

  • We hear you ask “So how can Pebbled help me?”

    We know what we do best. We keep our subscription prices low by making sure our team can deliver the most bang for your buck. How do we do it? We have specially crafted our do's and don’ts list, and built a team to match, ensuring we can offer the most essential services you’d need for your project or business. Websites, ecommerce stores, web and print designs, web applications—that’s our jam. Wanna see? Mmmm… Pebbled flavoured jam.

  • The magic of subscription

    The greatest thing about an ongoing subscription is that there are no nasty surprises. We won’t charge you extra because things got delayed or you changed your mind half way through a task! One revision or five, it all comes at the same cost!

    Subscription service means you can also pop in with design or development needs at any time, and we’re ready and waiting. Got an idea at 2 am that you need to get going now? No need to call someone tomorrow and organise meetings (ewww). Ain’t nobody got time for that. Hop on and let us know when the inspiration strikes and we’ll get busy cooking. Welcome to the good life, my friend.

  • Q & A Party

    When did you start? 2016

    How many staff do you have? 20-ish and growing

    Where are you based? We started in Australia and now we’re here. Where’s here? It’s everywhere. We love to roam the world like good little Millennials.

    What are your trading hours? We like to keep it fresh and flexible Monday to Friday in AEST. Our standard is to respond to our beautiful clients within 1 business day.

    How do you communicate with clients? We’re currently using Slack which is a much better option to emails. However, we’re also building a client portal so we won’t need Slack OR emails in the near future. YAY. Also - we don’t offer phone support as it doesn’t fit into our efficiency model but who talks on the phone these days anyway?

Core Values

We want you to have the best and most awesome design. Visit our Plans page for a complete overview of resources or see some highlights below.

  • Add value

    Our mission is to make life easier for our clients. We know that when you run your own business or manage an important venture, things can get really hectic and stressful. Our team is here to support you so you can be a little more zen!

  • Be human and be excited

    We believe in having personality, and not being a boring professional robot that's just running through scripts, we love what we do, and we're excited and passionate about the direction of the company.

  • Be hungry to grow and learn

    Our entire team is driven to find solutions for growth inside of our company, and we're always researching and learning what is the latest when it comes to modern amazing design and development so our clients can have only the best.

  • Build a positive team spirit

    We're close, I mean really close ... We're always joking with each other and creating a fun workspace, we dance, we play music, we send funny pictures to our clients, we're weird and we like it.

  • Do more with less

    We’re all about efficiency, and we won’t try something on just for fun or to see how it'll pan out because vague ideas result in lost time. Time is the most valuable resource we have so we’re always looking for ways to be more efficient because this means we stay affordable to our clients!

Getting Started

We try to make things as simple as possible! When you sign up you’ll get access to our communication tool, Slack and all of our questionnaires. Fill out the required questionnaire, return it on Slack and voila – easy as 123!

  • Your first step with getting started is going to our plans page and selecting a plan that has the features you need for your business, keeping in mind that each plan has the features of the plan before it. You don't need to have your end goal in mind or know exactly how you want things to be because we allow you to change plans based on your requirements.

  • Last but not least, we're here to help! And if you can't find the answer to your question in our FAQ, be sure to ask us by clicking here which will open up a chat so you can ask us anything (although we’re not sure about the meaning of life so maybe don’t ask us that)

Terms Of Service

  • The language in this document

    Although we like to be as human as possible, some of the below points are worded in a way that cannot be written how we’d like, due to legal reasons for both parties…
    If you've done work with us you know that we don't like sounding highly professional, so this terms of service does hurt our soul a little bit but it’s necessary. 😢
  • We're a service, not a product

    When you join Pebbled, you're not paying for a product, a logo, a website, a certain design, or a particular piece of stationery. You're paying for the use of our team who will provide digital products to you.

    However, design is incredibly subjective.

    You're entitled to request revision after revisions from our designers and developers within the limitations of your selected plan, however we may not be the right flavour for everyone! We do our best to ensure you're happy and that's why we allow for ongoing concepts and revision, however if at any point you feel that we're not meeting your vision, you're more than welcome cancel your membership.

    Unlike a lot of design companies out there that charge per concept or per revision, we're not here to rip anyone off. Hence it being a subscription based model until you're 100% thrilled.

    Therefore, each membership payment is deemed as services rendered.

  • Payments & billing

    Date of billing

    Subscriptions are debited on the same date monthly - within 24 hours of the same date of signup.

    Payments for active subscribers happen on the same date every month unless the sign up date was on the 31st and the debit date falls on a month that does not have 31 days - then the debit will occur on the last business date of the month.

    Cancellations

    Cancellations of your subscription can be done whenever you wish. Prior to cancellation we recommend you have all the files you need to move forward with another designer or developer which can be provided to you by our support staff. Once a subscription has been cancelled, any files kept on our server related to that subscription will be removed immediately.

    Cancellations cannot be for a future date.

    When a subscription has been cancelled, any service provided by Pebbled will be immediately suspended and/or cancelled until the subscription has been renewed. This is inclusive of any pending jobs, tasks, revisions, hosting and support.

    Cancelling outside of business hours

    If a cancellation happens outside of business hours, the cancellation takes effect upon the next operating business day. Cancellation requests must be made at least a business day before payment is due. Upon cancellation any files of the clients kept on our server will be removed.

    It's the client's responsibility to ask for all needed files prior to their subscription being cancelled, and to download any files from the links given to them previously.

    Past due subscriptions

    If a subscription becomes past due, any pending projects and revisions will be halted until the subscription has been reactivated by a successful debit.

    Declining Payments

    If your subscription payment becomes past due, the debit attempts will happen intermittently until the subscription payment attempt is successful or cancelled. Once the overdue payment is successful the debit will continue as normal on the same date as the initial signup.

    If you don't use it you lose it

    Payments are recurring regardless of how much or how little you use the service. Think of it as an unlimited phone plan - just because you didn't use it doesn't mean you don't have a phone bill.

    Pausing of memberships

    At this point in time we do not offer the ability for pausing memberships, however you can cancel your subscription and re-join at any point in time at the current plan rates.

    Alternatively, if you're going to be away for a bulk period of time, you're more than welcome to give us a bulk amount of tasks to be distributed over that period of time.

    Zombie apocalypse

    In the event that you become a Zombie, we're not liable for if you're unable to stop any of your recurring payments, you're more than welcome to continue utilising our services as long as you do not cause any harm ourselves, staff, clients or any penguins.

  • Communication & support

    Response Time

    We endeavour to respond to our clients within 24 business hours.

    Requests outside business hours

    Any revisions sent by clients will be commenced to within 24 hour of receipt, during the business hours of 0900 to 1700 AEST (excluding weekends or public holidays). Meaning anything sent outside of the aforementioned business hours will not be attended to until the following business day.

    Meaning officially the job request was received on the next business day.

    Communication channels

    Slack is currently our preferred method of communication for any matters including tasks and revision. We will respond to emails as well but response times will be longer than those on Slack 

    Also, we cannot promise that revisions or requests will not be missed if you’re using email, especially if these are spread over multiple e-mails and various project revisions are mentioned inside an unrelated email.

    Igloo

    We're in the process of building a backend client portal for job submissions (and much more!) called Igloo. This will have a communication channel built into one portal for your convenience.

    Phone Support

    We do not offer phone support as this does not fit into our efficiency model. However, we can organise to have online discussions and meetings if required at a particular time.

    Time Off

    We're an Australian company and we take Australian national holidays off.

    This includes:

    Christmas Break

    We're always off between 23rd of December until January 2nd unless those dates fall on a weekend and/or there's a public holiday pushed forward, then we will return to work on the following business day.

  • File Sharing

    Pretty please learn Dropbox or another file sharing tool, you'll love yourself for it, once you start using it, you'll never go back!

    We cannot promise emails are received if you're sending attachments.

    • Because some email servers will automatically pop it in spam folders
    • Sometimes the email won't even be received if the file size is too large and sometimes no one will even be notified that the email was blocked by your server
    • Your hosting provider's fair use policy and your server space - some hosting companies that say you have unlimited hosting space in fact don't give you unlimited hosting space, and the attachments you send through contribute to your server space which your hosting company won't like. Considering you may be with us for some time, each file you send will be contributing to your server space which and one day you may discover that you in fact don’t haven’t been given unlimited server space!

    We recommend sending shareable Dropbox links pasted into the email’s body, this takes away the risk of emails being stopped by spam filters due to email size and also frees up your own email space.

    Why shareable links and not just invite one email address to view the file?

    Because if you give access to only one person, then we can't share the link with our team and that then puts us back at the start of sending attachments. 🙂 Shareable links are an amazing resource. Please, just trust us on this one.

    File keeping:

    If you cancel your service or let your subscription lapse, we keep your files on our server for 72 hours. Due to the large volume of clients we cannot hold files beyond this time.

    Please ensure you download and save all files properly upon us sending them or ensure you have done so before cancelling.

  • Timeframes

    Revisions and additional concepts:

    You can have as many revisions as you like until you're happy! 🙂 It's important to understand, that as long as you're making revisions, the time-frame of having an end digital product is going to be stretched out.

    Typical Turnaround Times:

    Initial design concept: 2-3 business days for the majority of tasks

    Design revision: 1-2 business days

    Website Home Page concept: 4-5 business days

    Internal webpage concepts: 2-3 business days

    Content management system integration: 5-7 business days (varies according to # of pages)

    Minor web revisions (e.g. content): 1-2 business days

    Structural web revisions (e.g. layout change): 3-4 business days

    All the time-frames mentioned above are approximates. We can be quicker or some complex tasks will take longer, which we’ll be sure to communicate to you!

    Tweaks on existing websites

    Anything involving an existing website is impossible to guesstimate, due to the variables and

    Tweaks on an existing website are incredibly unpredictable as one minor revision on a page may involve a minor tweak in a line of code, however somewhere on another page inside of thousands of lines of code there may be something that is interconnected with the original code that's changed.

    It's often easier to start from scratch than to make revisions on an existing website.

    In saying that, we're happy to modify and do minor revisions on an existing website if your plan allows it, and as long as you're patient, and understand the potential risks involved for even making the slightest revision.

    We recommend prior to us making any revisions on an existing website that you have a safe and secure backup.

    We also prefer not making revisions to a live website and creating what's known as a testing link to make revisions on for you to then test thoroughly prior to overwriting your existing website with the updated website.

    We hold no responsibility for what any of your requested revisions could break internally inside your website, however our plans allow for unlimited use of our development team so if there's a known issue you can then make the job request for that particular glitch / error to be repaired.

    Any repairs on any glitches could create a domino effect and make cause challenges on an unknown location of the website, when tweaking an existing website, the testing process is the client’s responsibility as it could take several hours.

    Any changes or updates may impact the content management system and its permissions

    Under any circumstance we will not touch an existing website if a third party is working on the website simultaneously, trust me this is for your own good ... anytime we've done this previously it's turned into an absolute poop storm.

    So with all that being taken into consideration, any suggested time-frames that we may mention for existing websites must be understood that when quoting it could be like looking at an ice-burg, what may seem like a task that could take a couple of hours to complete may actually be not the case once we look inside the code.

    Cooperation

    This is a joint relationship with an equal share of responsibility.

    The more responsive you are, and the more cooperative you are, the faster things can move.

    Although we do wish we had the ability to read minds, unfortunately we can't, so if you go missing in action, we can't develop an entire website or finish your designs without getting a sufficient amount of information from you. We can’t continue to work on things without your approval.

    We're a company of relationships, and a relationship is a two-way street, meaning we need to bounce around ideas, and make sure we're moving in the right direction, if you're distracted by life ... it's not our job to stay on your back.

    Although, we absolutely don't mind if you take your time getting back to us, and we don't mind at all if you go MIA for long period of times, but just understand we can't work on your materials if we haven't had communication from you.

  • Domain Names

    Buying domain names

    We do not register or manage domains names.

    If a company buys a domain name for you, they own the domain name, and it's often a way for them to trap you with that company. We do NOT buy domain names for our clients, specifically for that reason.

    We're more than happy to help and coach you through how to buy your own domain name.

    We're not responsible for any domain names that may expire, and have no notice or ability to notify clients of when their domains names expire, if a domain name is expired their website will become unavailable which has nothing to do with their website hosting.

    Changing of DNS Nameservers

    Whenever we change DNS nameservers it can take the world wide web up to 2 business days to recognise your site is live. This is out of our control so when requests come in such as “Okay, the site is exactly how I want it ... make it live” - this doesn't exactly happen immediately. It might be worth googling what happens when DNS nameservers are changed for clarification

  • Search Engine Optimization (SEO)

    We do ALL on-page Search Engine optimisation at your request, the process that's important to Google for your ranking, like compressing your website to make sure it loads faster, embedding robot.txt, meta tags, alt tags, naming images to what you wish, and putting in your keyword rich content.

    We do NOT do off-page Search Engine Optimization

    When companies say they can promise you the first page of Google, it's based on the keywords they choose, which may not get you very many clicks, they say this to suck you in! Don't fall for it! We truly believe off-page SEO costs more and is less effective than other marketing strategies you could be putting your money into.

    No one can promise amazing conversions with SEO, hence why we only take care of what's needed to get your site actually on Google, the rest is a bit of a rabbit hole.

    We can't, and no other company can promise you number 1 on any search engine.

  • Content Management System (CMS)

    The choice of content management system is entirely yours. We hold no responsibility over what limitations your choice in content management system has on your custom designed / developed website. Nor are we liable for any security flaws of your chosen CMS, nor the user friendliness or the functionality.

    We recommend you do some thorough research and make the right choice based on the requirements of your website. For security reasons, we actually recommend to not have a CMS.

  • Severability

    In the event any one or more of the provisions of this agreement shall be held to be invalid, illegal or unenforceable, the remaining provisions of this Agreement shall be unimpaired and the Agreement shall not be void for this reason alone. Such invalid, illegal or unenforceable provision shall be replaced by a mutually acceptable valid, legal and enforceable provision, which comes closest to the intention of the parties underlying the invalid.

  • Misuse of Service

    Abuse or disrespectful language

    If a client becomes disrespectful or abusive at any point in time, their communications will be ignored and will halt work on any active tasks. The client’s subscription may also be cancelled at any point in time if we feel the client is failing to understand particular circumstances; abusing us for their domain name expiring when it's not our responsibility; having the content management system they have chosen to utilise get hacked; plugins no longer working due to the CMS updates.

    We're happy to work with all understanding clients through any challenges as long as it's done in a respectful manner, we do not work for you ... we work with you.

    Harrasment

    It will be found to be harassment if you're found to be contacting any of our staff members via their personal social media profiles without their permission.

    If this occurs we will remove your subscription and discontinue any ongoing work and delete any files of yours that we have on our server.

    Suspected illegal activity / unethical use of our services

    If we find out you're using our services for something we think is unethical we may stop any tasks / jobs that you have pending, and withhold any files that we feel could be used for any illegal or malicious intent. In this scenario we would pause your membership until further notice or confirmation that your activity is not breaking the law in any way.

  • Hosting

    Backups

    Your web hosting allows for unlimited space and bandwidth for your website, we backup your website every 3 hours and keep backups for 7 days, monthly and kept for 2 months from the backup point.

    If the client's website does require a backup to be restored for any reason this will be done at the cost of the client as long as the restore is within the time-frames of our restore points.

    Email Client Support

    We do host clients emails and you're permitted to have unlimited email accounts with unlimited space as long as your subscription is active, when setting up 3rd party email clients we recommend seeking advice from the support provided for that particular email client.

    If your webmail works, than your emails work and any support knowledge of the email client you're choosing to use would be limited.

    If a subscription becomes past due, this will impact your hosted services with us.

  • Refunds

    Refund Policy

    The subscription for our services is for ongoing use of your chosen plan and we do not offer refunds for any services rendered or for unused subscriptions.

  • Privacy

    At Pebbled, we take privacy and security very seriously, so much so that it's even an internal procedure between staff. We need to, and are legally obligated to not make this a joking matter.

    So, here is our privacy agreement is below! 🙂

    Trademark and Copyright

    This is something we don't do, as the laws for these are very different for each country, and we're not trademarking lawyers, We're not responsible for if someone decides to steal any of your design elements and use them once your visual culture is public.

    We do provide you with all the raw design files you would require in order to have your materials overseen by your trademarking lawyer and have anything you wish trademarked and so forth.

    As all our plans include unlimited revisions we're more than happy to accommodate for any revisions which are required by your trademarking lawyer for you to meet the trademarking requirements.

    One more time for good measure I'd like to type the word ... trademarking.

    Imagery

    Any images we use are always stock images, and you're more than welcome to provide your own images / photography, as we only use royalty free images that we can dig up based on your specifications. We do not have a library for you to browse through.

    We do not hold any rights to any of the images that we use on our websites or anything designed by us, we do use free images which are royalty free for any of the photo's for display on your website. We do recommend and instruct that you purchase or provide your own photos as we do not hold any responsibility for any consequences that could arise from the photos displayed on your website once your website is published.

    Content Writing

    We do not nor are responsible for any content that is on any of the materials we design, we're roles are strictly only design and development. All content for all materials must be provided by the client. Thus, we're not liable for any content that's on said website.

    NDA / NDS Agreements

    Do we sign them? Yes! But ... Only if they're sent in an electronic format, we're strictly a paperless environment for obvious reasons, and refuse to print and manually sign documents.

    Any agreement we feel strays outside of the normal privacy agreement will need to be adjusted prior to signing.

    We authorise our Creative Directors at Pebbled permission to sign these documents on the company's behalf once it's been reviewed by our privacy culture team.

    And hold no responsibility for anything once it's in the public domain.

    Marketing and re-targeting

    That by visiting pebbled.io third party advertises may place cookies on users’ browsers for targeted advertising purposes.

    IP addresses, cookie identifiers, website activity will be collected for targeted advertising.

    This data may be used by third parties to target advertising on other sites based on our users’ online activity.

    Users can opt out of receiving targeted advertising by visiting DAA opt-out site www.aboutads.info or the NAI opt-out site at networkadvertising.org/choices, or for those in Europe, the EDAA opt out site at youronlinechoices.eu.

    It was just a bit of an urgency due to a digital agency we're using for advert re-targeting paused our campaigns until we updated a section on our privacy statement.

  • Review

    These terms of service were last reviewed on:
    December 18, 2017.