Our promises, and exactly how they work.

The Ops Map

The Ops Map takes 5 days. It maps your tools and manual work, the hours lost, what your current tools can already do, and gives a fixed price for the build.

If your team doesn't agree that we found 20+ hours a week of manual work, or if within 7 days of receiving the Ops Map you feel it wasn't worth it, tell us in writing and we refund the Ops Map fee in full. You keep the plan either way.

Working in 21 days from access, or your build fee back

Before a build starts, we agree in writing what it will do and what access we need to build it: accounts, logins, API keys, repositories and any test data.

The 21 days are counted in calendar days from the day we have all of that access. If the build isn't doing what we agreed 21 days after we get that access, you get the build fee back.

The clock pauses while we're waiting on something only you can provide, such as an approval, missing access or an answer we need to continue, and restarts when it arrives. If the scope changes after the price is fixed, we agree a new date in writing before the change starts.

Half paid only when it works

The build fee is split into two equal parts. The first half is paid when the build starts. The second half is paid only once the build is doing what we agreed it would do.

During the build the new system runs next to your current way of working, so nothing you rely on is switched off until the new one works.

Ops Care response times

On Ops Care we reply to a reported issue within 4 business hours and fix it within 1 business day. Business hours are the US hours set out in your agreement, Monday to Friday, excluding US public holidays.

If we miss either time in a month, that month's Ops Care fee is half price. Changes to third-party tools or AI models that are outside our control are re-checked as part of Ops Care, and fixing them counts as a fix, not new work.

How to claim

Email us with the promise you're claiming and why. A person replies within 1 business day, and refunds are paid to the original payment method within 14 days of being agreed.

What these promises don't cover

Third-party outages, price changes or terms changes from tools you use, and work that wasn't in the agreed scope. None of the promises above limit any rights you have under US law.