The Booked Clinic — Refund Policy, Terms of Service & Privacy Policy
1. Refund Policy
Our guarantees, exactly as advertised:
"The Day-28 List — on day 28 we email you every consult request your new site produced. If that list is empty, you get every dollar you have paid us back and you keep the site, the files and the domain."
"Love it or full refund — any time before launch approval AND for 30 days after. And if your site doesn't load in under 2 seconds on mobile, it's free."
What that means in practice:
1.1 Before launch approval. From the moment you pay until the moment you approve your site for launch, you may request a full refund of every amount you have paid us for the site, for any reason or none. Email [email protected] with "refund" in the subject; no form, no exit interview.
1.2 For 30 days after launch approval. The same full refund remains available for 30 calendar days after the date you approve launch. If we refund after your site is live, we may take the site offline and the license in §2.6 reverts to us.
1.3 The speed promise. If your launched site's median mobile load performance — measured as Largest Contentful Paint (LCP) on Google PageSpeed Insights (mobile), median of three consecutive runs against your live homepage within 7 days of launch — is 2.0 seconds or more, every amount you have paid us is refunded in full and you keep the site. Third-party scripts you ask us to add after launch (pixels, chat tools, boosters) are excluded from the measurement if they are the cause.
1.4 The Day-28 List. On day 28 we email you the list of every consult request your new site produced in its first 28 days: first name, phone, date, and the treatment requested. It is sent automatically, whether or not you ask for it. You check it against your own booking software — the record that settles this sits in your system, not ours.
- The bar is one. One consult request on that list and the guarantee is met. An empty list means it isn't.
- The window is the first 28 calendar days your site is live on your own domain, counted from the day we launch it.
- The evidence is the emailed list itself, checkable line by line against the booking software you already use.
- The remedy is a full refund of every amount you have paid us and you keep the site, the files and the domain. There is no clawback here: unlike §1.2, we do not take the site offline and the license in §2.6 does not revert.
- Exclusions, and they are stated here rather than in a footnote: the site must have been live on your domain for the full 28 days; the booking link you gave us must still resolve for that period (change or retire it and we'll re-wire it — tell us); and consult requests you delete before day 28 cannot appear on a list generated on day 28. We do not promise you visitors. We promise to hand you the record of what the site did with the ones who arrived.
- To claim: email [email protected] with "Day-28" in the subject, or reply to the day-28 email itself. No form, no exit interview. Paid as in §1.6 — normally within 5–10 business days.
- The same mechanic in plain words, with the bar, the window, the evidence, the exclusions and the claim procedure written for the buyer rather than the lawyer: The Day-28 List.
1.5 Subscriptions. The Booked Plan is $297 per 4-week cycle (28 days), and The Booked Plan+ (sold as the Premium Plan) is $397 per 4-week cycle — the Plan plus front-of-line changes, a seasonal homepage photo refresh each quarter, and same-day support replies. An annual option — The Year, $2,970 paid up front — is also available, and it carries Plan+'s service levels in full: the 24-hour release window, 20 edits per cycle, front-of-line handling. Measured against what it contains, that is $2,191 less than thirteen 4-week cycles of Plan+ ($5,161). Your first payment is taken on the day you start the plan (the day you claim your site), on the exact date and amount shown on the checkout before you pay, and it auto-renews on its own cycle from there — every 4 weeks for the Plan and Plan+, every 12 months for The Year. Going live on your domain costs nothing beyond the plan; your site is release-ready inside 72 hours of your completed intake (§2.2), and it appears on your domain once your DNS points at us — pointing it is your step, about five minutes at your registrar. The Receptionist — the AI phone line — is $179/mo and is a separate optional product. Both are cycle-to-cycle, cancelled self-serve from your billing page, effective at the end of the current billing cycle. There is no notice period, no cancellation fee and no exit fee, ever. We don't pro-rate partial cycles, and any promotional period simply ends with the promotion.
- Rate lock. Your plan price is locked for as long as you stay subscribed — we will not raise it on you. Cancel and come back later and you return at the price current then.
- What the plan contains: three components and an edit allowance. (i) Your 6-page site as described in §2.1, including hosting, monitoring, the wired booking link and local search setup; (ii) The Concierge (the AI chat), which stays on past day 28; (iii) The Review Engine, including the QR review card. In addition, the plan includes 10 minor edits per cycle as defined in §2.11 (20 on Plan+). Nothing outside those components and that allowance is included in the plan price.
- Edit requests. The Booked Plan includes 10 edit requests per 4-week cycle; Plan+ and The Year include 20, handled front-of-line. Unused requests do not roll over. Before your site is released, you can change anything yourself in the build flow at no cost.
- What stops when the plan stops is the plan's services, never your ownership of the site. See §2.7.
1.6 How refunds are paid. To your original payment method via our payment processor, normally within 5–10 business days of approval.
2. Terms of Service
2.1 What you're buying. A productized website build: a 6-page website (Home, Treatments, About, Reviews, Book, plus your private review page) assembled deterministically from your intake form using our template system, launched on your domain, with the AI website concierge included with your plan from the day you claim. Scope is exactly what's listed on the sales page — that's why it starts at $297 per 4-week cycle, not $5,000. Work outside that scope (extra pages, custom features, copy rewrites beyond the included revision flow) is quoted separately or handled under The Booked Plan.
2.2 Timelines. Delivery windows (72 hours on The Booked Plan; 24 hours on Plan+ and The Year) run from the moment your completed intake form is received — not from payment. A completed intake is one where required fields are filled and any photos you chose to supply are attached. Windows are measured in business-adjacent hours: we build seven days a week, but if your intake lands after 6pm your local time, the clock starts 8am the next day. Preview turnaround on change requests: one business day per round.
2.3 Your responsibilities. You confirm that everything you give us — clinic details, prices, photos, logo, review quotes, claims about credentials — is true, is yours to use, and doesn't infringe anyone's rights. Medical/aesthetic services are regulated: you are responsible for ensuring your site's claims comply with the rules of your state and licensing board. We assemble; you approve; you own the compliance of your facts.
2.4 Truthful trust signals. We display a Google rating badge only when you provide your real rating and review count. If you leave those blank, no badge appears. We do not estimate, default, or fabricate ratings or testimonials — and we'll decline requests to.
2.5 The concierge (chat) and voice receptionist. These are AI systems. They are configured on your real prices, hours and treatments, and they perform well, but they can occasionally misunderstand or answer imperfectly. They are not medical professionals and give no medical advice; they answer logistics (services, starting prices, hours, booking) and capture contact details. You'll review their transcripts in your reports and can flag corrections; we tune them. You agree not to hold The Booked Clinic responsible for an AI answer as if it were professional or medical advice.
2.6 Ownership. On full payment and launch approval, you own your domain, your content, your photos, and a perpetual license to your assembled site as delivered. And separately, a milestone in your favor: the assembled site becomes yours outright — and we host it free for as long as you keep it — once your sixth paid 4-week cycle completes on The Booked Plan, or your fourth on Plan+ (the Premium Plan). From that point, cancelling ends the plan's ongoing services (the Concierge, the Review Engine, your included edits), never your site or its hosting. On The Year the milestone is immediate: the assembled site is yours outright — and its hosting free for life — from the day you claim. Our underlying template system, build tooling, copy-pattern library and concierge configuration remain ours. If a full refund is issued, the license to the assembled site reverts to us.
2.7 Hosting. Hosting is included with The Booked Plan ($297 per 4-week cycle) or Plan+ ($397) from the day you claim. The site is yours — you paid for it. The Plan is what keeps it working. Cancel anytime; we hand you the files the same week. Concretely: no exit fee, ever; on request we hand you the static files and DNS instructions, free, in the same week you ask, so you can host it anywhere, forever. What stops when the plan stops is the plan's services — The Concierge, The Review Engine and its QR card, and your included edits — never your ownership of the site. Hosting follows the milestone in §2.6: before your fourth paid cycle completes it is a plan service like the rest; from month 4 on it is free for life, plan or no plan. No hostage-taking: the site is portable by design.
2.8 Liability. To the maximum extent permitted by law, our total liability for any claim arising from the services is capped at the amount you paid us in the 12 months before the claim. We're not liable for indirect or consequential damages, lost profits, or the performance of your clinic's marketing.
2.9 Capacity. We accept a limited number of new builds per week (currently 12). Checkout may place you in the next available week; your delivery window runs from intake as in §2.2 regardless of queue position.
2.10 Changes. We may update these terms; material changes are emailed to active customers 14 days before they take effect. Governing law: New York, United States.
2.11 Edit requests. The Booked Plan includes 10 edit requests per 4-week cycle; Plan+ and The Year include 20, handled front-of-line. A minor edit is a change to text, prices or hours, or a photo swap. Those are the things that actually change about a clinic, and each one counts as a request. A new page, a redesign, or a new feature is not a minor edit: we quote those separately and don't start until you've said yes to the quote. Unused requests do not roll over. Each cycle starts again at your plan's number, and the previous cycle's unused balance is gone. Before your site is released, you can change anything yourself in the build flow at no cost; this cycle allowance applies from launch.
3. Privacy Policy
3.1 What we collect.
- Intake data: everything you enter in the intake form — clinic details, contact details, prices, hours, photos and logo you upload, review quotes you paste, free-text notes. Used solely to build and operate your site and provide support.
- Payment data: payments are processed by our payment provider, Paddle (Paddle.com Market Ltd), which is the merchant of record on your receipt. We see transaction status and your name/email — never your full card number.
- Website analytics & advertising (our site): we use the Meta Pixel on our marketing pages. It sets cookies and reports events (page views, checkout starts, purchases) to Meta, which may combine them with your Meta profile for ad measurement and retargeting. You can limit this via your Meta ad preferences, browser tracking protection, or by declining cookies where a consent banner is shown.
- Email engagement: our emails include a 1-pixel open beacon and wrapped (tracked) links served by our own click tracker. This tells us whether an email was opened and which link was clicked, so we can send fewer, better emails. It's our own infrastructure; engagement data isn't sold or shared.
- Concierge conversation data (your site): the AI chat widget on client sites stores conversation transcripts and any contact details a visitor chooses to leave. This data belongs to the clinic (our client); we process it on the clinic's behalf to operate the concierge, compile reports, and improve answer quality. Visitors are shown a notice in the widget that they're chatting with an AI assistant and that leaving contact details means the clinic will contact them — that consent line must remain enabled.
- Voice receptionist (if subscribed): calls answered by the AI receptionist are recorded and transcribed for the clinic's records and quality tuning, with the disclosure required by applicable call-recording law played or stated at the start of the call.
3.2 What we don't do. We don't sell personal data. We don't send SMS/text-message marketing. We don't use concierge transcripts to train models for other businesses. We don't fabricate reviews, ratings, or testimonials from any data we hold.
3.3 Retention. Intake data and site content: for as long as you're a customer plus 12 months. Concierge transcripts: 24 months rolling, or deleted sooner on the clinic's request. Email engagement data: 24 months. Refund/accounting records: as required by law.
3.4 Your rights. Email [email protected] to access, correct, export, or delete personal data we hold about you. If you're a visitor who chatted with a clinic's concierge, contact the clinic first (they control that data); we'll assist them in fulfilling your request. California residents: the rights above serve as your CCPA request channel; we honor them for everyone regardless of state.
3.5 Processors. We use a small set of service providers to run the business — payment (Paddle), email delivery (Google Workspace), hosting/CDN, the Meta Pixel, and our self-hosted click tracker. Each receives only what it needs to do its job.
3.6 Children. Our services are for business owners and are not directed at anyone under 18.
3.7 Contact. Privacy questions, complaints, or requests: [email protected]. We answer within 5 business days.