1. Agreement to Terms
By placing an order, using our website, or engaging our services, you ("Client") agree to be bound by these Terms and Conditions ("Terms"). These Terms govern all transactions and interactions with Alexara Marketing Group ("Alexara," "we," "us," or "our"), a business registered in British Columbia, Canada.
We reserve the right to update these Terms at any time. Continued use of our services following any changes constitutes acceptance of the updated Terms.
2. Orders and Payment
Order Confirmation
All orders are subject to written confirmation from Alexara. An order is not considered accepted until you receive a written order confirmation or approved invoice from us. Verbal agreements or informal communications do not constitute a binding order.
Pricing
All prices are quoted in Canadian dollars (CAD) and are subject to applicable taxes. Prices are valid for 14 days from the date of quotation unless otherwise stated. We reserve the right to adjust pricing for supply cost changes, currency fluctuations, or prolonged project timelines beyond the quoted validity period.
Payment Prior to Production (PPO)
All orders operate on a Paid Prior to Production (PPO) basis. Full payment of 100% of the order total is required before production begins. No order will enter production until payment has been received and cleared in full.
Important: Any delay in payment will result in a corresponding delay in production and delivery. Alexara is not responsible for missed deadlines or late delivery caused by delayed payment.
Net Terms
Net payment terms are not available by default. Net terms may be extended exclusively to returning clients who meet Alexara's internal creditworthiness and account history requirements. Net terms must be pre-approved in writing by Alexara prior to order placement and are subject to revocation at any time.
Deposit Option for Digital & Select Projects
For digital marketing projects and certain other service engagements, Alexara may at its sole discretion accept a 50% deposit to initiate work, with the remaining balance due prior to delivery, launch, or handoff of any assets. This arrangement is not guaranteed and must be agreed upon in writing prior to project start.
Accepted Payment Methods
We accept e-transfer, credit card, and bank transfer. Credit card payments may be subject to a 2.5% processing fee. All payments must be made in Canadian dollars (CAD).
Late Payments
Invoices not paid by the agreed due date are subject to a 1.5% monthly interest charge on the outstanding balance. We reserve the right to pause or cancel services for accounts with overdue balances.
3. Artwork, Proofs & Approvals
Client Artwork Responsibility
You are responsible for ensuring that all artwork, logos, copy, and content you provide to Alexara are accurate, print-ready, and do not infringe on any third-party intellectual property rights. Alexara is not liable for errors in client-supplied artwork.
Proof Approval
A digital proof will be provided for all custom orders before production begins. Production will not commence until written proof approval is received from the Client. By approving a proof, the Client accepts full responsibility for the accuracy of the artwork, including spelling, colours, sizing, and placement.
Important: Once a proof is approved and production has begun, changes cannot be made. Any modifications after approval may require a new order and will be subject to additional charges.
Colour Accuracy
Digital proofs are representations only. Actual printed colours may vary slightly from on-screen previews due to differences in monitors and printing processes. Pantone-matched colour requests are available for most products; please specify at time of order. We are not responsible for colour variations that fall within industry-accepted tolerances.
4. Returns, Refunds & Exchanges
Summary: Branded and custom products are final sale. We stand behind our work — if the error is ours, we make it right.
No Returns on Custom/Branded Products
All custom and branded products are produced specifically for you and are final sale. We do not accept returns, exchanges, or issue refunds on branded merchandise once the order has been approved and produced. This applies regardless of whether you change your mind, no longer need the items, or ordered the wrong quantity.
Exceptions — Production Errors
If Alexara makes a production error — including but not limited to the following — we will reprint, replace, or credit the affected items at no cost to you:
- The product printed does not match the approved proof
- Incorrect colour(s) outside of accepted industry tolerances
- Incorrect sizing or garment specifications shipped that differ from the approved order
- Significant print defects (misprints, smearing, misalignment) that render the product unusable
- Wrong product shipped (item different from what was ordered)
Reporting a Production Error
All claims for production errors must be submitted in writing (email) within 5 business days of the delivery date. Claims must include:
- Your order number
- A clear description of the issue
- Photographs showing the defect on multiple items
Claims submitted after the 5-day window may not be eligible for replacement or credit. Upon review and acceptance of a valid claim, Alexara will offer a reprint, replacement, or store credit at our discretion.
Print & Signage Errors
For print and signage products (banners, posters, business cards, etc.), if the printed piece does not match the approved proof due to our error, we will reprint the affected items at no charge. Client-approved errors (spelling mistakes, incorrect information on the approved proof) are not eligible for reprints.
Approved Exchanges
In exceptional circumstances, Alexara may at our sole discretion approve an exchange or partial credit. This is not a guarantee and will be evaluated case-by-case. Any approved exchange must be pre-authorised in writing by Alexara before items are returned. Unauthorised returns will not be accepted.
Blank / Non-Customised Products
Blank products (items with no customisation applied) may be returned within 14 days of delivery in original, unused condition with original packaging. Return shipping costs are the responsibility of the Client.
5. Production & Delivery
Lead Times
Standard production lead times are estimates only and begin upon receipt of full payment of deposit and written proof approval. We are not responsible for delays caused by supplier shortages, carrier delays, weather, or other circumstances outside our control.
Shipping
Shipping costs are the responsibility of the Client unless otherwise agreed in writing. Risk of loss passes to the Client upon handoff to the carrier. We recommend requesting shipping insurance for high-value orders — please advise us at time of order if you require this.
Quantity Variances
Branded merchandise production may result in a quantity variance of up to ±5% of the ordered quantity. This is an industry-standard tolerance. You will only be charged for the quantity actually delivered.
6. Digital Marketing Services
Digital marketing retainers operate on a monthly basis. Either party may cancel with 30 days' written notice. Work in progress at the time of cancellation will be completed and invoiced. Prepaid retainer fees are non-refundable for work already performed.
Alexara cannot guarantee specific results (follower counts, click-through rates, conversion rates, or revenue) from digital marketing services. We commit to best practices, transparent reporting, and continuous optimization.
7. Intellectual Property
Upon full payment, the Client owns the final deliverables produced for them. Alexara retains the right to display completed work in our portfolio and marketing materials unless the Client requests otherwise in writing. All design work, templates, and systems developed by Alexara that are not specific to the Client's brand remain the intellectual property of Alexara.
The Client warrants that all artwork, logos, and content supplied to Alexara are owned by them or that they have the rights to use. The Client indemnifies Alexara against any claims arising from intellectual property infringement in client-supplied materials.
8. Limitation of Liability
Alexara's total liability for any claim arising from an order or service shall not exceed the amount paid for that specific order or service. We are not liable for indirect, incidental, special, or consequential damages, including loss of business, lost profits, or reputational damage.
9. Governing Law
These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein. Any disputes shall be resolved in the courts of British Columbia.
10. Contact
For questions about these Terms, to submit a warranty claim, or to request a pre-authorised return, contact us at:
Alexara Marketing Group
Surrey, British Columbia, Canada
info@alexara.ca
(778) 798-4936
