FAQ’s
GET IN TOUCH
Got questions? We’ve got answers. From starting your project to ongoing support, here’s everything you need to know about working with us and making your website work harder.
Getting Started
Answers to common questions about getting started — from first contact and project kickoff to what happens next.
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How do I connect with Webhance Digital
It starts with a Free Discovery Call. You’re welcome to book time with me online or call on 0408 569 511.
During this call we get to know your business, understand your requirements, review your current web presence and listen to your goals. From there we’ll recommend the best path forward and present our proposal for working together.
What happens after the Discovery Call?
We’ll deliver our proposal detailing our recommendations, outlining how we can work together, clarifying timelines and confirming costs. We refine this proposal in line with your budget and expectations (if required) until you’re ready to sign-off. We then start work.
What's a website audit?
A website audit is a thorough review of your site to see how it’s performing and identify opportunities for improvement. We look at everything from design, layout and user experience to SEO, speed, functionality and conversion. The goal is to highlight what’s working and what could be better.
Depending on your requirements we may complete a website audit to inform our proposal process so we can provide clear recommendations to help your website attract more visitors, keep them engaged, and turn them into customers.
What do you need before getting started?
This depends on the work you’d like us to complete. If you have an existing website we will need login credentials for your back end. If you need domain management we will need login credentials for your domain registrar. If you’d like us to connect Meta assets we will need to be granted access to your accounts.
Details of what we need to get started will be clarified in our proposal.
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Who will I be speaking with?
You’ll be speaking directly with Julie Spears, Owner and Principal Coder at Webhance Digital. Find out more about Julie here.
How long does the proposal process take?
Your proposal from Webhance Digital will be delivered within one week of our Discovery Call and refinement of your requirements.
Can we work through the proposal in stages?
Yes, I am very flexible in my approach to supporting you. If you’d like to start small and scale up, we can chunk your deliverables down and action them on a task by task basis.
What does onboarding look like?
Once you’ve signed our proposal we confirm timelines and start work. You will be advised of any content delivery dates so that we’re able to meet our commited timeframes. We will request login credentials for any required platforms if these have not been provided previously. We start work and keep you in the loop. You’ll know exactly what’s happening at all times – no guesswork and no surprises!
Our Team and how we work
Questions answered about who you’ll work with, how we collaborate, and what you can expect from us throughout your project.
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Who will I be working with?
You’ll be working directly with Julie. The person you discuss your project with is the one who performs the coding and delivers results. Our service is 100% personal.
What are your working hours?
Our office hours are 9am to 5pm Monday to Friday. We are available over weekends in case of emergency only.
Where are you located?
We’re based in the Blue Mountains, West of Sydney. We work with clients across Australia and the Pacific. For face-to-face meetings we use Zoom.
Do you outsource any work?
Never! When you choose to work with Webhance Digital you can rest assured that Julie will be performing all tasks. That’s how we ensure quality, performance and true partnership.
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What areas do you specialise in?
I specialise in WordPress website design and Shopify development, helping businesses create sites that look great and perform even better. My expertise covers the full spectrum of website design — from user experience (UX) and branding to support, maintenance, optimisation, and migrations.
Can you work with my other partners, ie SEO or Advertisting Agency?
Absolutely! We work closely with your other digital partners to ensure our work complements theirs. Collaborating with agencies is something we do regularly, and we focus on creating a seamless, coordinated approach so your website, SEO, and marketing efforts all work together to get the best results.
Do you offer white label design?
Yes, we work with many agencies as their development partner. Get in touch and see how we can partner with your agency.
Design & Development
Everything you need to know about how your website is designed and built — from planning and feedback to development and launch.
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What does the design and development process look like?
We work closely with you and your team throughout the entire process. It starts with wireframes — simple site mockups — which we refine together until the design perfectly reflects your vision. Once the design is approved, we move into development. For new websites and refreshes, we build on a secure test server, so you can review the work, provide feedback, and see your site come to life in real time. We keep you in the loop at every stage, so you always know what’s happening and can see progress as it happens.
I already have design files. Can you use them?
Yes, I can develop your website in line with your design files and bring your vision to life.
How do I deliver my content?
We make content delivery as easy as possible and are happy to work with whatever method suits you. Many clients provide content in Word or Excel documents, organised by page or product. Images can be shared via file-sharing services, or by giving us access to your Dropbox or Google Drive folders. Just let us know what works best, and we’ll make the process seamless.
What platforms do you build on?
Webhance Digital is a WordPress Expert and Shopify Partner. We build exclusively on these platforms. If you’re looking for a reliable, scaleable, professional website built for conversion WordPress and Shopify are excellent solutions.
Do you optimise for Search Engine Optimisation (SEO)?
Always! We include on-page SEO as part of our website builds. This means we set up your site so search engines can easily understand it. We focus on things like clear page structure, meaningful headings, page titles and descriptions (meta data), image optimisation, and fast load times. While we don’t offer ongoing SEO campaigns, this foundational setup gives your website the best possible starting point for visibility on Google.
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How do you ensure the websites you create are secure and perform optimally?
We build every website with security and performance front of mind. That means using clean, reliable code, trusted software, and the latest coding standards. Your site is optimised for speed, SEO and accessibility from day one, and we test extensively across browsers and devices to make sure it performs flawlessly for every visitor.
For WordPress websites we highly recommend our Webhance Managed Hosting service. This provides hosting on our Australian-based servers with Siteground, a highly reputable website hosting provider. This service also offers ongoing software management, which is key in ensuring the ongoing security and performance of your site.
Do you use templates?
Both Shopify and WordPress require themes to form the backbone of websites. At all times we start with a basic design and then custom code to create an aesthetic that is unique for your business.
At Webhance Digital we believe strongly in content driving design. Every website we create is tailored to your business goals, ensuring your message is communicated clearly, effectively, and in the most engaging way possible.
What does handover look like?
All websites undergo a comprehensive testing process before going live. This includes SEO, functional performance, responsiveness and speed. On ‘go live’ all site functionality is tested again with website owner assets to ensure performance, i.e. form submission deliverability.
For new website builds you will be given a comprehensive Admin Manual that provides step-by-step instructions on how to manage your site. Phone and video-based support is also provided throughout the warranty period.
Importantly, I don’t disappear once your new website is live! I remain available for ongoing website maintenance tasks if required and thoroughly recommend our Webhance Managed Hosting service for all WordPress websites. Webhance Managed Hosting provides hosting on our Australian-based Siteground servers and ongoing software management to keep your site current and secure. Find out more here.
Do you offer ongoing support after launch?
Absolutely! Our website maintenance service exists for exactly that reason. We don’t disappear after launch and remain available to support you, your website and your businesses growth. You can find out more about our website maintenance service here.
WordPress Care Plans
Common questions about our WordPress Care Plans — what’s included, how they work, and how we keep your website secure, up to date and running smoothly.
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How much does Webhance Managed Hosting cost?
Your investment in Webhance Managed Hosting starts from $495 p/a + GST.
Price may increase depending on the complexity of your website.
How do I sign up?
WordPress sites developed by Webhance Digital may select Webhance Managed Hosting on website launch.
Websites developed by others will first require a full website audit and review. Following this we’ll provide you with a complete list of technical issues that will require remediation before we can migrate your website to Webhance Managed Hosting. We can address all critical issues for you and perform your sites migration at our regular website maintenance rate. Contact us for a quote.
What is my minimum commitment?
Webhance Managed Hosting requires a minimum commitment of 12 months.
Can you host websites developed on platforms other than WordPress?
Yes, we can also host html/css based websites with many of the features outlined above, including free SSL certificate. Prices start at $300 p/a + GST. Contact us for a quote.
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What's included?
Our WordPress Care Plans ensure your website performs optimally. Here’s a snapshot of what’s included:
- Hosting with Siteground on Australian-based servers.
- Software updates – both WordPress Core and Plugins
- 24/7 Security
- Daily Backups
- 24/7 Uptime Monitoring
- Performance Optimisation
- Health Reporting
- SSL Certificate
- Priority Customer Support
Find out more here
Can I pause my plan?
Unfortunately not. If you don’t wish your website to be available to the public for any reason we can suspend your plan, however the time commitment remains the same.
Do I get content updates as part of my Care Plan?
No, we don’t include content updates as part of our Care Plans. Our pricing reflects this. We offer a website maintenance service separately to our Care Plans. You can find details here.
Can we sign up if our website was developed by someone else?
Absolutely! First we’ll conduct a full audit and review of your website. Following this we’ll provide you with a complete list of technical issues that will require remediation before we can migrate your website to our WordPress Care Plan. We can address all critical issues for you and perform your sites migration at our regular website maintenance rate. Contact us for a quote.
Payments & Contracts
Clear answers to questions around pricing, proposals, contracts and payment schedules, so there are no surprises.
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How will I be invoiced?
All disbursements will be billed at the completion of each design phase for website design projects. This often looks like:
30% payment on acceptance of proposal
30% payment on completion of phase 1 (interface design approved)
30% payment on completion of phase 2 (website developed and testing complete)
10% payment on “GO LIVE”
Website maintenance or website refresh projects will offer variations on these payment terms in line with the complexity of the work.
All requests for payment will be issued as a Tax Invoice.
Are you registered for GST?
Yes, Webhance Digital is registered for GST.
What are your terms and conditions?
You will find our Terms & Conditions here.
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How do you manage scope changes?
We understand that requirements can change during development. If something shifts or additional functionality is needed, we’ll let you know right away and provide an updated proposal or estimate for your approval. No surprises — just clear, upfront communication and full transparency throughout the process.
Are there any lock in terms?
Our proposal will clarify the timeline for website design projects. Project pause and restart and/or cancellation fees apply. It is important you are committed to the project and have all your content ready at project commencement.
Webhance Managed Hosting and Standard Hosting require a minimum commitment of 12 months.
Do you offer a warranty?
Yes. Webhance Digital is 110% committed to the success of your website. We firmly believe that you should not be left feeling unsupported at the completion of your project. As such, all our work comes with a free ninety-day warranty for new site builds and thirty-day warranty for maintenance tasks. This provides assurance that the software will meet its functionality specifications.
Your warranty commences from the date of ‘Go Live’ and covers:
- Rectification of any issue or problem on existing content or code
- General assistance on any queries or problems arising with the Website, Content Management System, or Ecommerce site
- Assistance with user-reported error messages and system loading problems
- Assistance with user-reported viewing problems where a digital media system may not display correctly in certain browser types
- Correction of any reported broken links
- General advice required to assist in the smooth running of your site
- Restoration of any online project that has been the victim of vandalism, i.e. hacking