Terms of Engagement

At Doodle Design Co., we want every support interaction to be clear and respectful, whether you're talking to our Design, Development, or Research team. Here's what you can expect from us, and what we ask from you.

Last updated: [date]

Our Commitment to You

  1. We'll respond within 48 to 72 hours on business days.
  2. Our team will treat you with respect, every time.
  3. We'll do our best to fully answer your question or solve your issue. If we can't, we'll tell you why and point you to what can.

Where to Reach Us

You can reach us by email or Help Scout. Wherever it comes in, we'll get your message to the right team:

  • Design for branding, visual, and UI/UX questions
  • Development for website, app, and store questions
  • Research for studies and survey questions
  • General for billing, accounts, or anything else

What Support Doesn't Cover

So we can keep response times fair for everyone, general support has some limits:

  1. We don't debug live or fully built apps through support. If something needs that level of digging, it needs to be its own project.
  2. We don't book calls through general support. Calls are for active projects only.
  3. If your question is outside what we build (like general marketing or business advice), we'll try to point you somewhere helpful, but we can't promise a full answer.

What We Ask of You

  1. Be respectful with our team.
  2. Give us clear details about what's going on.
  3. Follow the steps we give you.
  4. No abusive or discriminatory language.

What We Won't Tolerate

  1. Racist, sexist, or other discriminatory language.
  2. Threats or harassment of any kind.
  3. Excessive swearing directed at our team.
  4. Lying to get support or a resolution.

What Happens If Those Lines Get Crossed

Depending on how serious it is, we may:

  1. Give you a warning.
  2. Pause your access to support for a while.
  3. End your access to support entirely.
  4. In serious cases, end the account or project relationship altogether.

How We Use AI

We sometimes use AI to help draft support replies or documentation. We never use it to create final client-facing design work, and we don't put confidential client info into AI tools. If you'd like to know whether AI helped with something, just ask.

Have a Concern?

If a support interaction didn't go the way it should have, or you think these terms were broken, email us at [contact email].

Updates to This Page

We may update these terms from time to time. The latest version will always be here. If you reach out to us for support, you're agreeing to these terms.

Drafted with AI writing assistance and reviewed by Will. Not legal advice, have this checked before it goes live.