Refunds and guarantee

1. The guarantee

• Paid in full up front: 40 showed install estimates across the 90 days.
• Paid monthly: 30 showed install estimates across the 90 days.

The 90 days start the day your ads go live, not the day you pay. The number is measured across the whole 90 days, not month by month. The first month is usually the lightest while Facebook learns who your customers are, and the third is usually the biggest.

2. What counts as a showed estimate

An install estimate we booked for you, in your service area, for a residential full system replacement, heat pump or mini split install, where you or your team turned up within the booked window and the homeowner or another adult was there for it.

It counts whether or not you close the job, write up a quote, go inside the home or decide not to go ahead. If you don't turn up, arrive outside the window, cancel without reasonable notice, or don't tell us how it went within 48 hours, it still counts if we have reasonable evidence the customer was available. We check shows using CRM, call, text and calendar records, your feedback and, where needed, by asking the customer.

3. What the guarantee needs from you

1. The ads ran. Your ad account stayed funded at no less than $100 a day, paid by you directly to Facebook, and the ads stayed on. Any day below that, or with ads off for a reason on your side, pauses the 90-day clock and adds a day to the end.
2. You told us how the estimates went. Feedback on at least 80% of booked estimates, within 48 hours of each one.
3. You came to the review calls. We hold one every two weeks. Rescheduling with us is fine.
4. You kept our access in place. Access to your ad account, CRM, calendar and tracking stayed open, and your calendar stayed open for booking at the capacity agreed at onboarding.

These conditions make sure the guarantee measures our work, not things on your side we can't control. If they're met, the guarantee applies in full. Days where we choose to spend less than your budget don't count against you.

4. If we come up short

We keep running your ads and our booking team keeps working your leads, at no further program fee, until you have the full number of showed estimates. You keep funding your ad spend to Facebook during that time, the same as before. This is a promise of continued work, not a refund.

5. Payments and refunds

• You can pay for the 90-day program in full up front, or in three monthly payments.
• Payments are non-refundable.
• Ad spend goes straight from you to Facebook. It never passes through us, and we never refund or credit it.
• If a payment is more than 7 days late, we can pause work until it's paid, and late amounts carry interest of 1.5% a month.

6. Ending the agreement

• The agreement doesn't renew automatically. Before the 90 days end, we review the results together and agree in writing what happens next.
• Either of us can end it early in writing. If you end it early, what you've paid isn't refunded, any unpaid part of the program fee is still due, and the guarantee no longer applies.
• If our access to your accounts is removed without agreement during the 90 days, the rest of the program fee becomes due and the guarantee no longer applies.

7. Billing questions and disputes

If you think a charge is wrong, tell us in writing at [email protected] within 5 business days and we'll look at it straight away. Please raise it with us before contacting your bank or card provider. Anything we can't settle between us goes to arbitration in Franklin, Tennessee, under the rules of the American Arbitration Association and the laws of Tennessee.