# [BRAND] — Refund Policy, Terms of Service & Privacy Policy _Operated by [LEGAL_ENTITY_NAME] ("[BRAND]", "we", "us"). Domain: [BRAND-DOMAIN]. Contact: [SUPPORT_EMAIL]._ _Last updated: [LEGAL_LAST_UPDATED]_ --- ## 1. Refund Policy Our guarantee, exactly as advertised: > **"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 your build fee ($497 Standard or $644 Rush) for any reason or none. Email [SUPPORT_EMAIL] 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, your build fee 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 Subscriptions.** Care + Concierge ($49/mo) and the voice receptionist plan ($149/mo) are month-to-month. Cancel anytime effective the end of the current billing period; we don't pro-rate partial months, and promotional periods (e.g. half-price months, $1 win-back month) simply end with the promotion. **1.5 Content Pack.** The $297 Patient-Getting Content Pack is refundable in full until the first draft creatives are delivered to you; after delivery, it is refundable within 14 days if you find them unusable and tell us why (so we can fix them — that's usually faster than a refund). **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 5-page website (Home, Treatments, About, Reviews, Book) assembled deterministically from your intake form using our template system, launched on your domain, with the included AI website concierge free for 30 days from launch. Scope is exactly what's listed on the sales page — that's why it costs $497, not $5,000. Work outside that scope (extra pages, custom features, copy rewrites beyond the included revision flow) is quoted separately or handled under a care plan. **2.2 Timelines.** Delivery windows (72 hours Standard, 24 hours Rush) 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 [BRAND] 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. 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.** First 30 days of hosting are included with every build. After that, hosting is included with Care + Concierge ($49/mo) — or we hand you the static files and DNS instructions to host anywhere, free, forever. 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: [GOVERNING_LAW_STATE]. --- ## 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 (Payoneer). 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 [SUPPORT_EMAIL] 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 (Payoneer), 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: [SUPPORT_EMAIL]. We answer within 5 business days.