This page summarises the money-back guarantee in clause 5 of our Client Service Agreement, which you accept before you pay. If anything here differs from the agreement, the agreement applies.
The short version
The guarantee is the same on Findable Complete and Findable Essential. We measure how often AI names your business before we change anything. 28 days after that baseline, we ask the same questions, on the same AI tools, and measure again.
We improve AI visibility or you get your money back. If that number has not gone up, email us within 7 days of the date we send your four-week audit results and we'll refund everything you have paid us.
The 7 days start on the date we send you your four-week audit results, not on the day you sign up. Any increase counts: if even one more answer names your business at the re-measurement than at the baseline, the number has gone up. On the monthly plans no monthly payment is taken while you can still claim.
How it works, step by step
- Your access date. This is the date you have given us the access and information we need to start work: for example your domain or DNS settings, your website, your Google Business Profile and the relevant directory listings, and accurate details about your business. We confirm the date to you by email. (Clause 5.1.)
- Your baseline. On or shortly after your access date, before we make any changes, we ask a set of real customer-style questions, currently 20 questions, each asked 3 times, on ChatGPT and Gemini (120 answers in all), and count how many answers name your business. The questions are then fixed, and we send you the list with your baseline result. The day the baseline is completed is your baseline date (day 0), and we tell you the date. (Clause 5.2.)
- The re-measurement. We repeat the measurement with the same questions, the same AI tools and the same method, and send you the before and after 28 days after your baseline date (day 28). The date we send them is your results date; if we send them later than day 28, the results date is the day we actually send them. Any progress updates, including Findable Complete's monthly audits, are not your results for the guarantee. (Clause 5.3.)
- The guarantee. If the number of answers naming your business at the re-measurement is not higher than at the baseline, you can claim a refund of everything you have paid us under the agreement by emailing us no later than 7 days after your results date. That is your refund window (when the results are sent on day 28, day 28 to day 35). Any increase, even one more answer naming you, counts as the number going up. (Clause 5.4.)
- On a monthly plan, your monthly payments wait for the window to close. On Findable Complete and on Findable Essential's 6-month and 12-month options, your first monthly payment is taken the day after your refund window ends: day 36 counted from your baseline date when the results are sent on day 28. Nothing is scheduled before your baseline, and no monthly payment is taken while you can still claim a refund. (Clause 5.6.)
How to claim
Email [email protected] no later than 7 days after the date we sent you your four-week audit results. Tell us your business name. If the number has not gone up, we refund everything you have paid us to the card you paid with.
What a valid claim does
- We refund everything you have paid us under the agreement, and the agreement ends straight away. No further payments are owed and you do not need to cancel anything separately. (Clause 5.5.)
- Because the agreement ends, the website and our work do not pass to you (on Findable Essential paid in full, a transfer that has already happened is reversed), and we may take down the site we built and host. (Clauses 5.5 and 8.6.)
- Your domain name, logo, photos, branding and anything else you gave us stay yours, and we return any of your materials you ask for. (Clauses 8.1, 8.6 and 9.1.)
When the guarantee does not apply
The guarantee depends on you giving us, and keeping in place, the access, information and approvals we ask for. It does not apply if any of these happen (clauses 5.7 and 5.8):
- you have not given us the access and information we need to start work within 30 days of your initial payment, or you later withdraw access we reasonably need;
- the website we built cannot lawfully be connected to your domain;
- a dispute with someone else, for example a previous web developer, an agency or a domain owner, stops or delays the work or the website operating; or
- information you gave us about who owns, or has authority over, your domain, website or listings was wrong.
Where the guarantee does not apply, on a monthly plan your monthly payments may start the day after the date six weeks from your initial payment, and we tell you before charging. If you cause a delay before the baseline, your baseline date and every date counted from it move back with it; if you cause a delay after it, we may move the re-measurement and results date back by a similar period. (Clauses 5.6 and 5.7.)
What you pay
Two plans. Findable Complete (recommended), £99 a month for 12 months (£1,188 in total): a new AI-optimised website we build, host and manage, with your baseline and four-week audits, plus replies to your Google reviews, your Google Business Profile kept up to date, your business listed and kept accurate on relevant directories, changes to your website within reason (fair use: small edits, not rebuilds) and a monthly AI visibility audit. Findable Essential: an AI-optimised website, plus a baseline AI visibility audit and a four-week audit to measure the change. Pay £499 once, £99 a month for 6 months, or £99 to start then £49.99 a month (12 payments in total). The website transfers to you once your final payment has cleared (on Findable Essential paid in full, once your payment has cleared). Hosting is included while you are paying, or for 6 months from when the website goes live on Essential paid in full. After that, £29.99 a month Hosting and Maintenance is optional and only starts if you separately choose it. (Clauses 3 and 4.)
On Findable Complete (12 payments) and on Findable Essential's 6-month and 12-month options, all the payments in your plan are your minimum term. The guarantee is separate from the minimum term: where its conditions are met and you claim it in time, it is the way to leave early. Otherwise, if you end early, the remaining payments are still due. On Findable Essential paid in full your one payment is the whole price. (Clause 4.) The guarantee does not apply to the optional Hosting and Maintenance service. (Clauses 9A and 15.1.)
If you signed version 6
Clients who signed version 6 (the three ways to pay, before the two plans) keep its terms, including its 14-day refund window. For them: If that number has not gone up, email us within 14 days of your results and we'll refund everything you have paid us. Your signed copy is on your agreement page.
If you signed version 5
Clients who signed version 5 (£99 to start, 12 payments) keep its terms. For them: If that number has not gone up, email us within 14 days of your results and we'll refund your £99. No monthly payment is taken while the window is open, so that is everything paid by then. Your signed copy is on your agreement page.
The only guarantee about results
This guarantee is the only promise we make about results. AI tools are run by other companies and we do not control what they say, so beyond this refund we do not promise that any AI tool will name, recommend or cite your business, or that you will rank in any position. (Clauses 5.9 and 6.)