Quick Summary
Find answers to the most frequently asked questions about Thrivepix service including turnaround times, revisions, satisfaction guarantees, subscription management, NDAs, client work, and cancellation policies.
What You'll Learn
- Typical turnaround times for requests
- Revision policies and limits
- What to do if you're not satisfied
- How to pause or cancel subscription
- NDA and confidentiality policies
- Using Thrivepix for client work
- What happens after cancellation
Service and Turnaround
Q: How fast will my request be completed?
A: Typical Turnaround Times:
- Simple requests: Same day to 1 business day
- Social media graphics
- Simple banner ads
- Basic image edits
- Email graphics
- Medium requests: 1-3 business days
- Landing page designs
- Multi-page documents
- Presentation decks
- Email templates
- Complex requests: 3-7 business days
- Website designs
- Brand identity
- Complex illustrations
- Multi-page websites
- Very complex requests: 1-2 weeks
- Large website projects
- Extensive brand systems
- Complex applications
- Multiple deliverables
Factors Affecting Timeline:
- Request complexity
- Queue position
- Information completeness
- Revision rounds
- Your response time
For Urgent Requests:
- Mention deadline in request
- Contact project manager
- May get priority (depends on plan)
- Plan ahead when possible
Q: Do you work on weekends?
A: Business Days Only
- Monday-Friday work days
- Weekends and holidays off
- Turnaround times in business days
- Requests submitted Friday may start Monday
Exceptions:
- Some urgent requests
- Depends on plan level
- Discuss with project manager
Revisions and Quality
Q: Can I request revisions?
A: Yes, Unlimited Revisions!
- Unlimited revisions included
- For same scope/project
- No additional cost
- Request as many as needed
How to Request Revisions:
- Review completed work
- Click "Request Revision"
- Provide specific feedback
- List all changes needed
- Designer makes updates
- Repeat until satisfied
Revision Best Practices:
- Be specific about changes
- Provide all feedback at once
- Use annotations if helpful
- Reference examples
- Consolidate feedback
Q: What if I'm not satisfied?
A: We'll Make It Right
Step 1: Request Revisions
- Provide detailed feedback
- Explain what's not working
- Share examples of what you want
- Designer will revise
Step 2: Communicate with PM
- If still not satisfied after revisions
- Discuss concerns with project manager
- Explain expectations
- PM will help find solution
Step 3: Escalate if Needed
- Contact support@thrivepix.com
- Explain situation
- Manager will review
- Find resolution together
Our Commitment:
- We want you satisfied
- Will work until you're happy
- Unlimited revisions
- Open communication
Q: What if the work isn't what I expected?
A: Let's Clarify and Revise
Common Causes:
- Unclear initial requirements
- Missing information
- Different interpretation
- Miscommunication
Solution:
- Provide clearer direction
- Share specific examples
- Explain your vision
- Request revision with details
- Designer will adjust
Prevent Future Issues:
- Provide detailed briefs
- Include reference images
- Share brand guidelines
- Be specific about requirements
- Ask questions upfront
Subscription Management
Q: Can I pause my subscription?
A: Yes, Pausing Available
How to Pause:
- Go to accounts.thrivepix.com
- Log in with your email
- Click "Pause Subscription"
- Select pause duration
- Confirm pause
- Billing stops
- Access continues until end of paid period
Pause Details:
- Pause for 1-3 months
- No charges during pause
- Can resume anytime
- Automatically resumes after pause period
- No penalty for pausing
When to Pause:
- Seasonal business slowdown
- Project hiatus
- Budget constraints
- Temporary reduced need
During Pause:
- No new requests accepted
- Existing requests completed
- Can still access account
- Download previous work
Q: Can I cancel my subscription?
A: Yes, Cancel Anytime
How to Cancel:
- Go to accounts.thrivepix.com
- Log in with your email
- Click "Cancel Subscription"
- Confirm cancellation
- Cancellation confirmed
Cancellation Details:
- Cancel anytime, no penalty
- No cancellation fees
- Access continues until end of paid period
- No refund for unused time
- Can reactivate later
What Happens After Cancellation:
- No future charges
- Access until end of billing period
- Complete active requests
- Download all files
- Account remains for 90 days
- Can reactivate within 90 days
- After 90 days, data deleted
Q: Can I change my plan?
A: Yes, Change Anytime
Upgrade Plan:
- Go to accounts.thrivepix.com
- Click "Change Plan"
- Select new plan
- Prorated charge applied
- New features available immediately
Downgrade Plan:
- Go to accounts.thrivepix.com
- Click "Change Plan"
- Select lower plan
- Takes effect next billing cycle
- Or immediate with prorated credit
Confidentiality and NDAs
Q: Do you sign NDAs?
A: Yes, Absolutely!
Standard NDA:
- All team members sign NDAs
- Covers all client information
- Legally binding
- Automatic protection
Custom NDA:
- Can sign your NDA
- Contact support@thrivepix.com
- Send your NDA document
- We review and sign
- Usually within 1-2 business days
Mutual NDAs:
- Also available
- Protects both parties
- Contact support to arrange
What's Protected:
- Your business information
- Project details
- Client information
- Proprietary data
- Trade secrets
- All confidential information
Q: Is my information confidential?
A: Yes, Completely Confidential
Our Confidentiality Commitment:
- Never share your information
- Never showcase work without permission
- Never contact your clients
- Strict internal policies
- Team member NDAs
- Secure data handling
We Never:
- Share project details
- Use work in portfolio (without permission)
- Discuss your business
- Contact your clients
- Reveal our involvement (white-label)
Client Work and White-Label
Q: Can I use Thrivepix for client work?
A: Yes, Perfect for Client Work!
Common Use Cases:
- Agencies serving clients
- Freelancers with client projects
- Consultants delivering work
- Businesses with customers
White-Label Service:
- We work invisibly
- No Thrivepix branding
- You present as your work
- Your clients never know
- You maintain relationship
How It Works:
- You submit client requests
- We create the work
- Deliver to you unbranded
- You add your branding
- You deliver to your client
- You get the credit
Benefits for Agencies:
- Scale without hiring
- Handle overflow work
- Offer more services
- Maintain margins
- Focus on client relationships
Q: Will you contact my clients?
A: Never!
Our Policy:
- All communication through you
- Never contact your clients
- Never reveal our involvement
- You control relationship
- Complete white-label
You Are the Point of Contact:
- You gather requirements
- You relay feedback
- You deliver final work
- You manage client
Licensing and Usage Rights
Q: Who owns the work?
A: You Do!
Full Ownership:
- You own all completed work
- Full commercial rights
- Use however you want
- Modify as needed
- No attribution required
You Can:
- Use for your business
- Use for client projects
- Resell to clients
- Modify and edit
- Use indefinitely
We Retain:
- Right to showcase (with permission)
- Portfolio use (if you approve)
- Case study use (if you approve)
Q: Can I use the work for multiple clients?
A: Yes, It's Yours
- Use for any purpose
- Multiple clients
- Multiple projects
- Resell if desired
- No restrictions
Team and Collaboration
Q: Can I add team members?
A: Yes, Unlimited Team Members!
Team Member Benefits:
- Add unlimited users
- No additional cost
- Different permission levels
- All share subscription
How to Add:
- Go to Settings > Team Members
- Click "Add Team Member"
- Enter email and role
- They receive invitation
- Create account and access
Permission Levels:
- Admin: Full access
- Member: Create and manage requests
- Viewer: View only
Q: How many requests can I have active?
A: Depends on Your Plan
Plan Limits:
- Check your specific plan
- Some plans: 1-2 active requests
- Higher plans: Unlimited queue
- Requests processed sequentially
Active vs Queue:
- Active = currently being worked on
- Queue = waiting to start
- Complete requests to free slots
Technical and Platform
Q: Do you have a mobile app?
A: Not Currently
- No native iOS or Android app
- Use mobile browser instead
- Access portal.thrivepix.com
- Optimized for desktop
- Mobile app may come in future
Q: What platforms do you work with?
A: All Major Platforms
- WordPress
- Shopify
- Webflow
- Wix
- Squarespace
- Custom HTML/CSS
- And more
Q: Do you provide development/coding?
A: Design Focus
- Primary focus: Design
- HTML/CSS: Yes
- WordPress setup: Yes
- Complex backend development: No
- Discuss specific needs with PM
Billing and Pricing
Q: Are there any hidden fees?
A: No Hidden Fees
- Transparent pricing
- Monthly or annual subscription
- No per-request charges
- No revision fees
- No surprise charges
Q: Do you offer refunds?
A: Limited Refund Policy
Refunds Available For:
- Billing errors
- Service not provided
- Technical issues preventing use
- First 14 days (if applicable)
No Refunds For:
- Change of mind
- Unused time
- Work already completed
Better Than Refunds:
- Pause subscription instead
- Keep access
- Resume when ready
Getting Started
Q: How do I get started?
A: Quick Start Process
- Sign up at thrivepix.com
- Choose your plan
- Create account
- Access portal.thrivepix.com
- Submit first request
- Get assigned project manager
- Receive completed work
Q: Is there a minimum commitment?
A: No Long-Term Commitment
- Month-to-month plans available
- Cancel anytime
- No contracts
- No cancellation fees
Annual Plans:
- Optional annual commitment
- Discounted pricing
- Can still cancel (no refund for unused time)
Support
Q: How do I get help?
A: Multiple Support Options
Project Manager:
- Your main point of contact
- Message via platform
- Responds within 4-8 hours
Email Support:
- support@thrivepix.com
- For account/billing issues
- Responds within 24 hours
Knowledge Base:
- Comprehensive guides
- Step-by-step tutorials
- Troubleshooting help
Q: What are your support hours?
A: Business Hours Support
- Monday-Friday
- 9am-5pm EST
- Email monitored 24/7
- Response within 24 hours
Common Questions
Q: What if I need something not listed in your services?
A: Ask! We handle many types of design work. Contact PM to discuss.
Q: Can I request specific designers?
A: Designers assigned based on expertise and availability. Can request same designer for consistency.
Q: Do you provide stock photos?
A: We can source and recommend. You provide or we use free stock. Premium stock is your responsibility.
Q: What file formats do you deliver?
A: Source files (PSD, AI, etc.) plus exports (JPG, PNG, PDF, etc.). Specify needs in request.
Q: Can you match my existing brand?
A: Yes! Provide brand guidelines, logos, colors, fonts. We'll match your style.
Q: How do revisions work?
A: Unlimited revisions for same scope. Request changes, we update, repeat until satisfied.
Q: What if I need rush delivery?
A: Mention deadline in request. Contact PM. May get priority depending on plan and queue.
Q: Do you work with international clients?
A: Yes! Clients worldwide welcome. English communication required.
Q: What payment methods do you accept?
A: Credit and debit cards via Stripe. PayPal not currently available.
Q: Can I get a custom plan?
A: For enterprise needs, contact support@thrivepix.com to discuss custom solutions.
Still Have Questions?
Contact support@thrivepix.com or message your project manager