Frequently Asked Questions

for our full terms & conditions see here

1   Sending your files

Do you take confidentiality seriously?

Absolutely: We routinely handle unpublished, copyrighted or sensitive files so we completely understand your concerns and take confidentiality very seriously. Information and files will only be shared with our staff and associates, all of whom have individually signed a confidentiality agreement.

We are happy to exchange our standard NDA upon request. Should you have your own NDA, we may be willing to sign that too, but please allow time for us to review it. To avoid delay, ensure the terms of your NDA are sensible. For example, we cannot agree to permanently "destroy" all copies of a document upon completion of work. Modern documents are electronic, not paper based, and any system back-ups taken whilst your job is active cannot in any way be altered to remove your files.

How do I send my files?

Email: If you’re just sending a few files that total less than 10MB then emailing these as attachments is fine. Some email clients will allow you to embed images into the body of your message, this will reduce both the size and quality of the image so we would not recommend it.

Upload: If you have multiple files to send you can upload these directly on our contact page. All common filetypes are accepted.

WeTransfer: This is another easy and secure way to send us multiple files. Simply go to our WeTransfer page and drag-drop your files to send them to us. You do not require a WeTransfer account to do this.

Dropbox: If you use Dropbox we are happy to receive a download link for your files sent to contact@justdocumentz.com. Please note that for security reasons we are unable to accept shared folder requests.

Other: Other file transfer methods may be considered on a case-by-case basis. However, we will not download files from unknown FTP servers, or from services that require us to sign up for new accounts.

What files do I send?

Text files: Provide your text in editable format, ideally as an MS Word file. If you have used an alternative word processing package to write your text such as OpenOffice or Pages, please make your file MS Word compatible.

Images: Please provide any images at the highest quality possible. This is particularly important if your document is for print.

Charts, graphs, tables: Wherever possible please provide these in source format such as Excel or Illustrator files. This enables us to update styling without rebuilding the items from scratch.

What instructions do I send?

Each of our service pages starts with a what you need to send us section and a list of everything we need to get started. Generally we need to know about:

Files: For each file you send we need to know what it is and why you've sent it. Using clear filenames is always a really good start. We also need to understand the structure within each file so using numbering, fonts, weights, size or color to distinguish between levels is very helpful.

Branding: Most business documents will be styled to work with your logo, website and color scheme so please send these over. If your document is to remain unbranded just let us know.

Preferences: You may also have an opinions on how you want your material to be laid out, in which case please tell us and/or provide any examples of things you particularly like. Alternatively you can leave it up to our designers to use their creative skill to produce something they feel really works for your material.

What happens after I send my files?

Once our team receives your files we will schedule them for review by our designers. If we have everything we need we will issue an itemized quotation including the job specification, price and turnaround time.

Alternatively, if we still have questions, we will send a discussion email highlighting any points for further clarification. We respond to every request within one working day and typically much sooner. We won't start work until you have accepted our quotation; this confirms you are entirely happy and we have completely understood your requirements.

Can I white label your services?

There are a number of consultants that choose to white label our formatting services for their customers. In this case we understand it is important that our company details are not included on the files.

Properties: We do not add our name to document properties just a general job number eg. JN1234 to track the document through our workflow. You can simply delete this when you receive the file.

Username: The username on our computers is “wordzworth” so by default Microsoft Word will show the file as “last edited by wordzworth” but as soon as you open and save the file on another machine you will then be displayed as the last user.

2   Receiving your quotation

Why do you need my files to quote?

The time and effort required to do a job can vary enormously depending on how the file has been created, its content, its structure and what is required.

As a result, our designers will always need to review your files and instructions before we can provide a quote for the work. It is important to read the quote we send you carefully. It is customized for your job and includes a breakdown of all your requirements, our design suggestions, delivery times, pricing explanation and our terms and conditions.

If your document is not yet complete then send us what you have so far along with a description of how similar you expect the remaining pages to be and we should be able to give you an indication of price. We also realize most people will want a rough idea of costs before contacting us so we’ve included a list of typical prices on each of our service pages.

How long before I get my quote?

We aim to get back to every customer in one working day.

In this time our designers will review your files, instructions and production details. If we have everything we need we will then issue an itemized quote including the job spec, price and turnaround time. If we still have questions, we may send an email highlighting any points for further clarification.

For simple jobs we often get them priced up and quoted within a few hours. For larger or more complex jobs we may require longer to properly review all the files in which case we will send an email to let you know how long we expect this take.

We will never start work until you have accepted our quotation. All quotations will be sent by email to the address you give us so if you upload your files do check you have entered your address correctly.

Can I have a sample?

We cannot produce a free sample without first receiving your agreement to proceed with the full job. This is because your designer will spend time reviewing your document and developing the design. You can however see examples of work we have produced for other customers at the bottom of each service page on our website. We have also included pages of testimonials from a wide range of happy customers.

Large jobs will always include a sample stage. This gives you the opportunity to see a section of your document and give us feedback on the styling before we proceed with the rest of it. If we have not included a sample stage for your job, you may request one for no additional fee. Please note that this may extend the total turnaround time.

You may request a paid sample. If your job requirements are particularly unique and you want to see a mock-up of a section to help you decide how to proceed then we are happy to produce a paid sample first. This will be charged upfront and is non-refundable.

Can I have a discount?

Our rates are very competitive and openly published on our website. Unless a discount for repeat work or larger volumes has been agreed, we are not able to reduce our prices.

A minimum price applies for each service to cover the handling time as well as the design itself. Before working on a job a designer will need to review your files, instructions and ask any outstanding questions before getting started. Any files need to be sorted and properly compiled. The text, images and tables are then processed and prepared for design. Once the job is completed every file needs to then be independently quality checked by another member of the team.

What if my deadline is urgent?

When we quote a time, we deliver to it. The only deadlines we have ever missed have been due to power or server issues beyond our control. Even so, wherever possible it is advisable to leave contingency between the time we are delivering your files and your actual deadline. This allows for any issues or requested changes you may have, and the time to make payment and deliver final files.

If you need your files sooner than quoted please ask for our express service and where possible we will re-issue your quotation with a shorter turnaround time. Express jobs are subject to a 30%, 50% or 100% fee depending on the speed required. This is because we will need to prioritize the work over other customers and/or work outside normal business hours.

Can you "fix" my existing file?

We occasionally receive requests from customers asking if, rather than designing their document, we would be able to just fix a few specific problems such as print compliance issues, table of contents, running headers or numbering schemes.

Unfortunately, in the majority of cases, this is not something we can do. This is because in most cases problems are usually caused by a core issue like incorrect page setup, poor resolution images or inconsistent use of underlying styles. We could therefore potentially spend a long time just to understand the problem well enough to just apply a 'fix'. Even then we would be concerned not to have done the job properly as other errors may remain in the file which would cause problems at a later date.

We will therefore almost always quote for the full service described on our site. As part of this service we will set the layout up properly, completely clean up your text, fix and place images and apply only carefully designed character, paragraph and object styles. This will ensure your document is stable and easy to update in the future.

What happens once I accept?

By clicking accept you are telling us that the files we have received from you are ready to be worked on, you agree with our quotation and are happy for everything to be sent to our design team.

We will then request initial payment (or submission of invoice details where applicable) in order to get started on your job. See payment section for details. If, after accepting you need to replace the file you sent us, a charge may apply for repeating work completed on a new version.

3   The design process

How do I know if I will like the design?

Our team are extremely experienced in designing documents for a very wide range of requirements. Any instructions, preferences and examples you provide us with are passed to our team for careful review and we will always design your document with best practice in mind.

Larger jobs will also include a sample stage to give you the opportunity to review the proposed styling before we proceed with the main job, see can I have a sample. For jobs requiring us to follow very specific instructions, we will execute these accurately and carefully. Any mistake on our part will then be corrected without charge.

Can I choose my font?

Absolutely, this is your document and if you have a strong preference on the font then certainly share it with us. However, do keep in mind if you are receiving an editable file that you want to be able to update then you will need to have the font installed. In most cases this means using Microsoft fonts available in Windows 7 and Office 2010 upwards, see the following link to Microsoft typography for more information.

Do you design from templates?

No: We believe our job as designers is to carefully consider your design needs and opinions as well as the content and subject matter. So while there may be design tools and techniques that we use for multiple jobs, the design we propose is completely customized for you.

We do not have a catalog of design templates to show you, simply because we don't use them. Instead, across our site we have a number of example documents for you to see the quality of our designs. Just keep in mind these examples are all for different customers with different requirements, they do not necessarily represent what we would suggest for you.

Will you change my text?

We provide design services. We do not proofread text, edit references or index entries, and we do not run spellchecks, or grammar checks. Ensuring your text is correct is certainly important but it is very different work. If you would like recommendations for good proofreaders or editors then we can provide these.

We do however run typographic checks to make the styling of the text consistent. This means we ensure headings have consistent casing, check that “quotation” marks come in pairs, that all sentences end with punctuation. And all punctuation is followed by a single space. There are also a few more fussy things specific for books, such as converting double hyphens -- to en dashes —, converting dots ... to proper ellipses … and using italics rather than spot underline or bold for emphasis.

What software do you use?

Our team is extremely experienced with a wide range of design software packages and will select the best software for each job.

The commercials section of each service page lists the software used for that service, MS Word or PowerPoint for all editable files, with brochures created in InDesign and graphics work in Photoshop or Illustrator.

A range of other specialist software and tools are then used for tasks like PDF conversions. If you need your document returned in multiple file formats such as MS Word and PDF, please let us know prior to issuing your quotation.

Will you contact me during job?

Before starting a job we will always take the time to make sure we have understood the files and are clear on any instructions. We clearly explain our understanding of the task in the quotation. As a result we do not usually need to contact customers during the course of the design work.

If, having started work, our designer finds something still doesn't make sense we will try to interpret as best we can. Where this is not possible and the decision may have a significant impact on the rest of the job, we will get in touch with you quickly and in the meantime continue with another part of the job.

4   Reviewing your document

What will you send for review?

If your job includes a sample stage you will receive this first to review the proposed styling and provide your feedback. See can I have a sample for me for further details.

Once your job is complete we will convert it to a PDF and send this file for review. Small files will be sent as email attachments. Larger files will be sent for you to download via secure WeTransfer link.

The PDF will be prepared for easy review on-screen and may include comments from our designers to explain the thought behind some of the styling choices. Before payment, the review files we return may also include our watermark on the first few pages.

How do I open my review files?

We recommend using Adobe Reader to review your PDF. This is free software and is the most reliable way to ensure you view your file correctly. It will also allow you to see any comments added by our designers. If you’re not sure how to review comments or add comments to your file please see our how-to page on reviewing PDF comments for details.

It is very important to view your files on a proper screen, not a small mobile device, in order to appreciate them properly. Fonts will also appear quite differently on paper so you may want to test print a few pages.

What if my PDF file won't open?

Firstly, it is important to confirm the file we sent you has not become corrupted in the process of opening it. If your file was sent as an email attachment, save it to your computer before attempting to open it; do not click on it directly from the email. If your file was sent as a WeTransfer link you should ensure it has fully downloaded to your computer before clicking to open it.

Secondly, please confirm you have the correct software installed to open the file. For PDF files this should be Adobe Reader. If you have saved the file to your computer and have the correct software installed but it still will not open, please contact us for further help.

What if I am not happy with the design job?

We do everything we can to try and ensure this does not happen. We clearly outline our understanding of your requirements in the quotation, provide design suggestions for your feedback and in many cases produce a styling sample before proceeding with the main job.

However, design is subjective. Customers will often want to change a few aspects of document styling and that is absolutely fine. This is not the same as being unhappy with the job it's simply part of the design process. We are extremely careful with the work we do and every document is independently quality checked for errors. But it is always important to check we have interpreted your material correctly. And if we have made a mistake, we will always fix it. See the next section on making changes for further details.

5   Requesting changes

How should I provide my changes?

PDF comments: Adding comments to your PDF pages in Acrobat Reader is always the best way to provide your feedback. Simply add one of these little virtual post-its to your page at the exact point you want a change made. It's easy and quick for you and very clear for our designers to follow. See our guide on how to add PDF comments.

By email: If you’re not sure about using PDF comments and prefer to list your changes in an email, that's fine. However, please make sure you include specific page and paragraph references to ensure our designers can easily find the exact point in the document.

Not over the phone: Unfortunately we are unable to accept changes over the phone. Having our customer services team try to record spoken changes is time consuming and error prone as they do not have detailed knowledge of your job. Instead, we need all changes to be written so they can be passed on to the designer working on your document. This way they can ensure the changes have been properly understood. Sometimes they may need further clarification or they might advise against something for production reasons.

Mark once: It is possible that something you don't like about the styling will appear over and over again across lots of pages. If this happens, please do not mark out every instance of the same change. Just mark the issue once and we will update every instance with a single change to the style. For example: If you want your headings to be larger, mark one heading with the note ‘make headings larger’ and we will update all headings at the same level throughout the document.

What changes are free?

Updates to the sample: If your job includes a styling sample we are happy to revise the sample until you are entirely happy with it before we continue with the main job. So if there is anything about the design you’re not sure about, wish to question or want changed then tell us. Maybe you don't like the font, the weight of the letters, the image placement, the color scheme, the spacing. Whatever it is, we want to know before we continue with the rest of your job.

Single set of styling changes: Once the whole job is completed, a single set of styling changes to the file we have produced is included free of charge. This can be changes to the layout, the design choices, the font, the sizing, the placement of images etc. The specific changes policy for every job is included in your quotation. If you have just a few edits and you request them at the same time as your styling changes then we will usually make these without charge.

What changes are chargeable?

Changes to approved sample: The following changes require extra time from our designers to complete work that was not covered by your quotation. They are therefore subject to a changes fee: edits to text, inclusion of new material, providing new instructions, changes to previously approved sample styling.

Edits and new instructions: If you would like us to make edits for you these are charged at $0.96 USD when marked as PDF comments. Where we are providing you with an editable file we would encourage you to make any text edits directly once you receive your final file. Any other type of change is charged based on the time required to update the files. All changes are subject to a minimum charge.

Replacement file: If, after your job is completed, you notice some more substantial changes and/or sections you want to rewrite then please contact us so we can advise on the most cost effective route forward. Should you decide you wish to completely re-write your text please first complete payment for the work done to date. Once you have updated your manuscript, re-submit this to us and we can typically complete the job a second time for 70% of the original fee.

How long will my changes take?

We appreciate you will be keen to your receive your final file and we will always look to make changes as quickly as possible. However, we will need to schedule your changes around other work and projects so it is important to always allow a minimum of one working day for minor changes and longer for anything more complex involving additional design work or moving things around. The exact amount of time required depends on the size of the job and the number of changes. We will let you know how long we need as soon as we have reviewed them.

I am entirely happy with my job, what next?

To make final payment simply click the payment link in the email sent along with your review file. Once payment is received we will then return your final file. See payments section for further details.

6   Making payment

When do I pay?

For most customers we split payment 50:50 with the initial 50% payable before we start work and the final 50% on completion. This is very standard practice for design work. By making initial payment you are accepting your quote and asking our designers to start work. By making the final payment you are confirming you are happy to receive your files to complete the job.

For customers who already have an account, we will issue an invoice following completion of each job and request payment under the agreed terms.

How do I pay?

All instant payments are handled by PayPal. PayPal are one of the largest and most trusted online payment system in the world and accept secure payments in a wide range of currencies. You do not require a PayPal account to make payment, follow these steps to find out how to pay with your debit or credit card.

Please note that paying by e-cheque may delay your job as clearance can take several days. For your security all transactions are processed via PayPal. We cannot accept checks or cash or take payments over the phone. Once you have completed payment PayPal will send us automatic notification of your payment and will send you an email receipt.

For business customers on account, payment can be made by direct bank transfer and the details will be included on your invoice.

Can I pay by invoice?

We ask that the first job for any new customer is paid 50:50. This gives us both the opportunity to see how we work together. Subsequently we can proceed in the confidence that we are able to follow your instructions and complete work to your satisfaction.

For companies with a high volume of work we may then recommend setting up a business account. We will issue a link to setup your account where you can enter the name and contact details of the person responsible for payment. For each job we will then request the invoice reference details you wish to include to help your accounts department identify and process payment. Completed work is invoiced on a regular basis and a standard 30 day credit period applies. Payment can be made by PayPal or direct bank transfer.

Can I have a receipt?

If you make an instant payment, PayPal will send an automatic receipt to your email address, which you can easily print, save and submit for expenses.

Can you help with my PayPal problem?

Very occasionally customers may have an issue making payment and we appreciate this can be frustrating. According to PayPal the most common causes are the billing address not matching the card being used or card details with an old expiry date.

If you have a tight timeline and need to sort payment urgently then you might want to try an alternative card or ask a friend to make payment for you. You may also want to contact PayPal directly or visit the PayPal FAQs. We do not have access to your financial information and cannot contact PayPal on your behalf.

We can provide bank details if you wish to make a BACS transfer instead, however please note this is not a method of instant payment and may delay the job by a day or so.

7   Receiving your final file

When will I receive my final files?

Once final payment is received we will return your final output files as quickly as we can within the course of our working day. This gives us time to process your payment, update the job and prepare your files for sending. If you specifically requested having your files back quickly, we will prioritize returning these to you as previously agreed.

Do I have full rights to my final files?

Absolutely. The documents we return to you are entirely your property. We carried out the design, under your instruction and on your behalf, but make no claim to the ownership or copyright of the final work.

Can I have the InDesign source files for my job?

For high design documents like brochures or posters we will not use Word but a proper page layout design package called Adobe InDesign. The file we return to you will be a PDF. If you want changes made in future you will need us to update the source files and re-create your PDF. In some cases customers wish to receive the Adobe InDesign file so they can make changes themselves. We are happy to provide these but there are a few considerations to keep in mind:

Fonts: In order for your source file to appear correctly, you must have the right fonts installed. The license for a professional typesetting font means we can only embed it into your final-form PDF, we cannot include the font in your source files. We are happy to provide details on how to purchase these licenses for yourself but please keep in mind that a full professional font family can be expensive.

Imagery: In addition to licensed fonts, if your brochure includes licensed imagery, we cannot include the images in your source files. Under the terms of the license, these may only be embedded into final-form material.

Software: In order for you to open and edit your source files you will need to have, and be familiar with using, the latest version of Adobe InDesign. Unfortunately we are unable to provide ongoing assistance on how to update your source files.

Admin charge: A $48 USD admin fee applies for us to prepare, package and upload your source files to you.

Text only: Customers will sometimes just need the text from their brochure for editing to create a new edition or for translation into other languages. In this case we can export your InDesign file to Word. A charge will apply as, for complex files, this is not automatic. The output is a totally clean version of your most current manuscript in MS Word for future use.

Can you send my files to someone else?

Each job we work on has one customer. This is the person who accepted our quote.

Clarity: A single point of contact avoids the risk of us receiving conflicting instructions from different sources. If you would like to change the ownership of a job please let us know and we can update it for you.

Approval: It is very important that you, as the customer, approve the files you are paying for to ensure you are entirely happy before they are printed, uploaded or distributed. We will therefore only send files to you, we cannot send them to a printer or customer on your behalf.

Confidentiality: We will not send your files to another party without your permission. If you have asked us to copy other people onto your emails please keep in mind these will contain prices and links to make payment.

Can you provide tips for updating Word files?

Your Word document will have been produced using cleanly produced paragraph styles, so with a reasonable knowledge of Word, this will be easy to update. We have also put together some tips and guidance for updating your Word file. If you wish to make more extensive changes to your document we can update the file for you, our standard changes fee applies.