General FAQ
Where are you based and who do you work with?
We are at 301 North Kanawha Street in Beckley, West Virginia, and most of our clients are within a couple of hours of here - Raleigh, Fayette, Greenbrier, and the surrounding counties. Web, hosting, SEO, and social work can be done from anywhere. Filming and live event work is priced portal to portal from Beckley. Call 304.250.0123.
Do I have to get on a call to find out what it costs?
No. Every number we charge is published on the pricing page - builds, monthly care plans, video and AV rates, SEO, social, and add-ons. The only work we quote case by case is custom development such as online stores, booking systems, memberships, and integrations, and that gets scoped and quoted in writing before anything starts.
How do I get started, and when do you begin?
The sign-up form takes about two minutes: pick your build and your care plan, tell us about the business, and sign. Work starts the same day - hosting is provisioned, a staging site goes up, and your plan hours go into the build. If you are not ready to commit, the free audit gives you a written review of the site you already have within two business days, with no call and no obligation.
What do you need from me before work can start?
Three things: the initial payment, the completed project questionnaire, and the content you agreed to supply. Development begins once all three are in. If the questionnaire and content have not arrived within 60 days of signing, we close the build request. You can reopen it any time while your care plan is active, and the timeline starts fresh from the day both arrive.
How does billing work, and is sales tax added?
Two things get billed: the build, once, and the care plan, monthly. Your first month of care is prorated from the day you sign and charged at signature along with any build deposit, so something is always charged when you sign. Regular billing then runs on the first of each month, and autopay drafts on the 1st. All prices exclude 7% West Virginia sales tax, which is added unless a valid exemption certificate is on file. A returned check or failed ACH draft carries a $50 fee.
How do I pay, and do you keep my card details?
You enter your card or bank details directly with Intuit through the invoice link, never on this website. We do not see them and we do not store them. Invoices and receipts are paperless and go to the billing email address you give us, so tell us promptly if that address or your payment method changes.
Am I locked into a contract, and how do I cancel?
There is no long-term lock-in, but the website care plan, domain management, and business email are three separate products on three separate invoices, and each one is canceled separately - canceling the care plan does not cancel your domain or your mailboxes. Cancellations must be in writing to web@cucumberand.co, and a cancellation is not effective until we confirm it in writing.
How do I request changes after launch, and how quickly do you respond?
Send every request by email to web@cucumberand.co. We do not take work requests by text, phone, or social media. Response time depends on your care plan: two business days on Essential, next business day on Standard, same day on Priority. Response means we acknowledge the request and tell you when it will be done - standard content updates are usually finished within three business days of that acknowledgement, and larger changes are scheduled with you.
What happens to my website if I leave?
Your site and its content stay on our servers for at least 30 days after the service end date before they are removed. Anything you supplied is yours, and you can request a copy of it before it comes down. Design elements, code, and licenses that we built or bought are not transferable unless we agree to that in writing, and we do not hand out administrative access to our hosting or CMS.
Do you use AI to write our content?
AI tools may be used during initial content creation, and everything is reviewed and approved by you before it is published. Nothing goes live on your site that you have not signed off on.
Video Production FAQ
What types of video projects do you produce?
We produce commercial videos, brand stories, interviews, testimonials, event coverage, documentaries, broadcast-ready TV spots, social media content, and long-form narrative pieces. Many projects are built from real conversations, interviews, and on-location filming rather than scripted actors.
Do you handle filming and editing in-house?
Yes. We handle everything in-house, including filming, audio capture, lighting, drone footage when appropriate, editing, color correction, audio mixing, and final delivery.
How long does a typical video project take?
Most projects take two to six weeks depending on scope, number of shoot days, and revision rounds. Short-form social content can move faster. Larger narrative or multi-location projects may take longer.
Do you help with planning and structure or just filming?
Yes. We outline talking points, plan the interview order, list the shots needed, and build the edit from that plan.
Can you work from transcripts or existing footage?
Yes. We often build edits directly from interview transcripts or existing footage. We do this for nonprofits, community projects, sermons, and event recaps.
Do you create versions for social media and TV?
Yes. We regularly deliver multiple cuts from a single project, including broadcast, website, YouTube, and vertical versions for social platforms.
How many revisions are included?
Most projects include a set number of revision rounds. More can be added.
Do you travel for video projects?
Yes. We regularly travel throughout West Virginia and surrounding states for projects. Travel time is billed from the time the crew leaves.
Who owns the final video?
Once the project is paid in full, you own the final delivered videos. We may request permission to use clips for portfolio purposes.
What kind of footage do you shoot?
Real people at their real locations - your staff, your customers, and your building - rather than stock footage or hired actors.
Web Design FAQ
What platforms do you build websites on?
Most of our sites are built on WordPress using Elementor.
Do you handle both design and content?
Yes. We handle layout, structure, page flow, and content writing when needed. Many clients come to us with ideas or rough notes rather than finished copy.
Is SEO included in your web builds?
Basic on-page SEO is included on every site: page structure, metadata, headings, and internal linking. Advanced SEO is part of the Pro build.
Can you redesign an existing website?
Yes. We rebuild or restructure existing sites, including the navigation, the page order, and how the site works on phones.
Do you build service-specific and location-based pages?
Yes. We build separate pages for individual services and for the towns and counties you serve.
Will my website work well on mobile devices?
Yes. Every site is designed and tested on phones, tablets, and desktops.
Can you help with hosting and domains?
Yes. We regularly manage hosting, domain setup, DNS, email connections, and migrations as part of our web projects or as ongoing support.
Do you provide ongoing updates after launch?
Yes. We offer ongoing support for updates, content changes, new pages, SEO adjustments, and general site maintenance.
How long does a website project usually take?
Your first prototype is delivered within 15 business days of us receiving your completed questionnaire and your content. Build work is scheduled only once both are in, so late content moves the date. Time to launch after that depends on how quickly revisions come back.
Who updates the site after launch?
We do, under your care plan. If you want your own staff to edit the site, add an editor account.
Can I cancel, and is there a contract?
No contract and no minimum term. Every plan, including the Starter Build, is month to month with 30 days notice. There is no exit fee. Cancellation is in writing, and the notice period runs from the day we receive it.
Is there a setup fee?
No. There is no setup fee on any plan, and the Starter Build carries no build fee either. What you pay on the day you sign is the prorated first partial month of your care plan, plus a one-time build fee only if you chose the Pro Build or a migration of an existing site.
If I cancel my website, do my domain and email cancel too?
No. Your website care plan, your domain, and your business email are three separate products on three separate invoices. Canceling one does not cancel the others. Each has to be canceled separately, in writing, and each has its own process.
AV Services FAQ
(For live events, streaming, conferences, church support, etc.)
What types of A/V services do you provide?
We provide live event audio, video projection, live streaming, uplighting, stage lighting, microphones, mixers, and on-site technical support.
Do you support live streaming events?
Yes. We regularly handle live streams for events, meetings, conferences, churches, and community organizations using dedicated hardware rather than laptop-only setups.
Can you work without internet at the venue?
In many cases, yes. We can use bonded cellular or a hotspot, depending on the location.
Do you handle setup and teardown?
Yes. We handle setup, operation during the event, and teardown afterward.
What size events can you support?
We support small meetings, large conferences, banquets, fundraisers, and multi-room events. Equipment is scaled to the event size.
Do you provide microphones and sound reinforcement?
Yes. We provide handheld, lavalier, and headset microphones, and we set up the mixing and speakers for the room.
Can you record events while running live sound or video?
Yes. Many clients want both live operation and a recorded version for later use. We plan for that from the start.
Do you work with venues and event planners?
Yes. We coordinate directly with venues, planners, and other vendors on power, layout, and timing.
How early should A/V services be booked?
As early as you can, especially for large events. A deposit holds the date.
How long have you been doing AV?
We have run event AV since 1992.