Frequently Asked Questions
Everything you need to know about working with us — websites, marketing, AI, pricing, and more.
— ABOUT AUSTEN AGENCY
Who is Austen Agency?
Austen Agency is a full-service website design and digital marketing agency based in Northern California, serving clients across the United States. Founded in 2017, we grew from years of helping friends with their websites and marketing, and built our reputation almost entirely through referrals. We bring a unique blend of business, creative, and technical expertise to every project.
How long have you been in business?
We formally launched Austen Agency in 2017, though our roots go back to 2010 when we began helping non-profits and small businesses with their websites and marketing. That means we bring 15+ years of real-world experience to every client engagement. We’ve also worked in corporate enterprises in the areas of project management, training, and data analytics.
Where are you located, and do you work with clients outside your area?
We're based in Northern California and proudly serve clients across the entire United States. All of our work is performed in-house by our US-based team — no outsourcing or overseas handoffs.
What kinds of businesses do you work with?
We work with a wide variety of small businesses and solopreneurs, including retailers, artists, construction and home services companies, fitness and wellness experts, educational centers, non-profits, podcasters, authors, and more. Whether you're pre-launch or an established business ready to grow, we have services tailored to where you are.
How many clients do you have?
We’re a boutique agency that focuses on quality vs. quantity. You won’t be 1 of 200 clients, for example. We prioritize listening and communication so that we can meet each client’s unique needs. 30 - 40 clients is the right number for us. Most of our business comes from referrals, and we’re happy to connect potential clients with existing clients if you’d like to learn more about how we work.
What makes Austen Agency different from other marketing agencies?
A few things stand out: 1) We bring a unique blend of business, technical, and creative experience to every project and client. 2) We’re transparent and show our pricing openly on our website — no meetings are required just to learn what things cost. 3) We're genuinely service-oriented and collaborative; many of our clients have been with us for a long time. 4) Our clients always fully own their website and digital assets — we never create dependency. 5) We don't auto-renew any service after a paid term, so you stay in control. 6) All work is done in-house by our US team, not outsourced. 7) We’re always looking out for our clients.
— WORKING WITH US
How do I get started?
The first step is always a free, zero-pressure consultation. We’ll ask about your business, your goals, and your challenges. We’ll walk you through your options and help you decide what makes sense for your business. You can schedule your consultation any time — no commitment required.
What does the free consultation include?
It's a minimum 15-minute phone call to discuss your business goals and challenges, explore which services fit your needs, and get your questions answered. There's no sales pressure and no obligation. It's simply a chance to see if we're a good match.
Do I have to use multiple services, or can I start with just one?
Absolutely — you can start with a single service. Many clients begin with a website build or technical support and add marketing services over time. That said, our Marketing Essentials Package is specifically designed for clients who want a comprehensive, connected approach from day one.
How do you communicate with clients during a project or ongoing services?
Communication is a priority for us. During active projects, we schedule weekly check-ins and respond to emails and texts within one business day. You'll never feel like you're chasing us down for an update. For marketing services, our response time depends on the level of service you choose.
What is your "advise and align" approach?
We'll always give you our honest professional recommendation on your content, design, and offerings based on experience. But at the end of the day, you have the final say — always. If you want something different from what we've suggested, we align without judgment. It's your brand and your business.
Are your services tax-deductible?
Marketing and website services are often deductible as business expenses. We recommend confirming this with your tax professional, as everyone's situation is different.
— WEBSITE DESIGN & BUILD
What website platforms do you build on?
We build primarily on Shopify and Squarespace, and also work with WordPress. Each platform has strengths depending on your goals — we'll recommend the best fit during your free consultation.
Can’t I just use AI to build a website nowadays?
Every website platform, including Shopify and Squarespace, wants to make its platform sound as easy as possible. There will always be technical advancements, and we take full advantage of those.
However, the reason most business owners end up searching for platform Partners like us is that building a professional website is never quite as straightforward and simple as it first sounds, even with AI.
We work on these platforms daily, and we’re experts who know the ins and outs of these tools and each part of the process.
There are also many decisions to be made throughout a website build project, such as business branding, integrated marketing tools, design, special feature add-ons, payment processing, terms, policies, sales tax, email marketing, form-building, templates, and many more. We guide clients through each step of this important marketing investment.
Think of it like home construction … sure, you can watch enough DIY videos and take lots of time building a house by yourself. But if you want a strong, efficient, good-looking, well-built home with quality features (that’s ready quickly), it’s best to use a professional.
What are the website plan options and pricing?
We offer three website plans:
Starter – $500 (one-time fee): A streamlined one-page site, perfect for a quick, budget-friendly digital presence. There’s no eCommerce functionality, but it can be added later.
Standard – $1,500 (one-time fee): Up to 8 pages, professional design, stronger SEO/AEO foundation. There’s no eCommerce functionality, but it can be added later.
eCommerce – Starting at $3,500 (one-time fee): A full online shop with multiple pages and up to 10 products, payment processing, point of sale (POS) capability, and more. There are also several add-on options. For larger catalogs and/or complex integrations, we’ll provide a custom quote.
Are there ongoing costs beyond the one-time build fee?
Yes. There are platform costs, paid directly to the providers, not us: 1) Your domain name, typically $12–$40+/year; 2) Platform/hosting and any added app fees paid directly to Shopify or Squarespace, starting around $350/year, and 3) Google Workspace or another provider for professional email that includes your domain name. These platform costs are set by the providers, not by us.
Ongoing costs to Austen Agency are not required. It depends on the services you select after the website is launched, if any. Some try to do all marketing themselves and just want Technical Support. Others want professional marketing services and choose a Marketing Essentials Package. Each client is different, and we never pressure clients into ongoing services.
Will I own my website after it's built?
100%. Once the project is complete and final payment is made, you fully own and control your domain, website, and all digital assets. Unlike some agencies, we never hold your website hostage or create unnecessary dependencies.
How long does a website build take?
Since we prioritize quality over quantity agency, we limit new website builds to 4 per quarter. In most cases, we can accommodate your desired publish date. If you have content ready (such as images and copy), timelines are shorter. If you want our content development services (most do), that can add time to the project. Once we have all of the content in hand, Starter sites typically take 3 business days. Standard sites take about 7 business days. eCommerce sites take 14–28+ business days.
What do I need to provide to get started?
All new clients must first sign our Agreement of General Terms & Conditions, which is a one-time document that outlines how we’ll work together including our hours, response times, and other important factors. After that, we’ll send you a Service Agreement and payment link for any project or service.
— TECHNICAL SUPPORT
What is a Technical Support Plan (TSP)?
A TSP is an ongoing website maintenance plan where our team handles updates, edits, content additions, and technical fixes to your site so you can focus on running your business. Plans are available in 3, 6, or 12-month terms. Most of our clients choose an annual TSP to save money, and some have it as part of their Marketing Essentials Plan.
Is a Technical Support Plan required?
It's optional for most website clients, though we strongly recommend it — especially if you're not comfortable making technical changes yourself. The one exception: new eCommerce website project clients are required to have at least one 6-month TSP after launch, given the transactional and technical nature of running an online shop.
Can I cancel or pause my Technical Support Plan?
You can start or stop the TSP at any time outside of a current paid term. We don't auto-renew, so you're always in control of whether you continue.
— MARKETING SERVICES
What marketing services does Austen Agency offer?
We offer a full suite of essential online marketing services, including: SEO/AEO Strategy, Content Marketing (blog posts and more), Social Media Marketing, Email Marketing, Media Mentions + Cold Pitching, Technical Support, and more. Many services can be purchased individually, but there’s a significant discount when bundled in a Marketing Essentials Package.
What is the Marketing Essentials Package?
It's a year-long, all-in-one marketing program that bundles 7 must-have services into one coordinated plan and for much less than paying for individual services. Think of it as having a reliable, experienced marketing team by your side — without the cost of hiring in-house. It comes in four levels, ranging from under $4,500/year to under $25,000/year. Our MEP pricing includes a significant discount compared to purchasing individual services. Learn more about our Marketing Essentials Package, including a special FAQ.
Do you offer Social Media Marketing?
Yes. We manage your social media presence to attract new prospects and stay connected with existing customers with consistent, engaging content across the platforms where your audience spends time.
Do you offer Email Marketing?
Yes. We help you build and nurture your email list with campaigns that keep your business top-of-mind, share exclusive offers, and turn one-time buyers into loyal customers.
What is Content Marketing and why does it matter?
Content marketing — primarily blog posts — is one of the most effective ways to drive organic traffic to your website. Regular, SEO/AEO-optimized content signals to search engines and AI-powered tools that your site is active and authoritative, which improves your visibility.
What is Media Mentions + Cold Pitching?
We monitor journalists’ story source requests daily and alert you when there’s a potential match. If a journalist uses your quote in a story, it’s essentially free publicity. We also do “cold pitches” on your behalf, proactively reaching out to journalists and media outlets to earn free press coverage. Media mentions build brand authority, reach new audiences, create SEO backlinks, and create credibility that paid advertising simply can't replicate.
Can marketing results be guaranteed?
No ethical agency can guarantee specific revenue results, and any that do should raise a red flag. What we can do is build and execute a strategy that drives measurable traffic, improves your brand's visibility, and gives your business the best possible chance to grow. Conversion ultimately depends on the quality and pricing of what you're offering. If traffic is coming in but conversions are low, we offer anonymous response surveys to gather honest feedback.
— AI & OUR APPROACH
Do you use AI in your work?
Yes, absolutely. We call our approach AI+Craft™. AI serves as a powerful foundational tool that helps us work smarter and faster, accelerating our research, coding, and content development so that we can deliver more value, more efficiently. That efficiency translates directly back to you: better output, quicker turnaround, and stronger ROI on your marketing investment. But here's what makes the difference: AI doesn't truly know your business. It doesn't completely know your voice, your client stories, your hard-won opinions, or the nuances that make your brand truly yours. That's why we Craft and layer your unique differentiators, authentic messaging, and the brand personality that makes people choose you over the competition. AI+Craft is the best of both worlds: the efficiency of AI, elevated by the expertise and human touch your brand deserves.
Will my content sound like it was written by AI?
No. Our AI+Craft approach means AI is just the starting point, not the final product. Our team refines everything to reflect your brand's voice, your specific differentiators, and your audience, so the finished content sounds like you, not a machine.
— PRICING & POLICIES
Where can I find your pricing?
All of our service pricing is listed openly on our website; no consultation is required just to see numbers. We believe in transparency, and we won't waste your time with a sales meeting just to tell you what things cost. Visit our services page to explore all options.
Do you have long-term contracts?
No long-term lock-ins. Each service has its own term structure (for example, the Marketing Essentials Package requires a 1-year commitment), but we never auto-renew anything without your active choice to continue. You're always in control.
What payment methods do you accept?
All major cards and other payment methods such as Apple Pay are accepted. All payemnts are to be madee via our payment links. We do not offer Venmo or Zelle payments. A 50% deposit is required before work begins on most projects, with the remainder due upon completion.
Do you offer refunds?
For projects, fees are non-refundable. For services, we’ll explain our policies for each type of service during our meetings and also in the Service Agreement before you pay.
Still have questions? We'd love to hear from you. Schedule a free consultation.