Terms of the engagement

What you receive

A complete diagnostic of your customer's journey, from search to payment. We examine all six stages of that journey from your customer's side and deliver a written, evidenced report with a prioritized Recovery Plan.

Delivery is within 5 business days of your intake, usually sooner. The clock starts when you submit your intake form, not when you pay. If something in your intake blocks the work, a dead link or a number that does not reach you, we email you the same day, the clock pauses, and you get a new delivery date.

Every finding in the report is anchored to evidence we captured and can show you. The evidence bundle behind your report is available on request, on the terms below.

What it costs

$450, one payment. No retainer, no upsell built into the deliverable, no charge for the walkthrough call that follows delivery.

The customer simulation

As part of your diagnostic, we contact your business exactly as a new customer would: one phone call to your main line, and one submission of your website's contact form, during ordinary hours. The call is recorded where the law allows it, so that what happened can be written down accurately with timestamps. We measure what a real customer experiences: whether the doorways work, how fast the response comes, and what it is like. This takes a few minutes of your team's time, we never book appointments or dispatch anyone, and the full written record appears in your report. The audio is used only to write that record accurately. It never appears in your report, is never shared with anyone, and is deleted when your engagement closes.

You authorize this in the intake form, and you tell us there whether to avoid any particular times. We do not contact your business before you have given that authorization.

Refunds

Full refund, no questions, any time before we begin gathering evidence. If you are not sure whether we have started, ask us, and if we have not, the refund is yours. Once your diagnostic is underway, we'll complete and deliver it; because the work is the deliverable, completed diagnostics are not refundable. Every finding in your report is evidence you can verify yourself. If it ever falls short of that, tell us and we will make it right.

Gathering evidence begins when we perform the first diagnostic act on your business, and that is usually a day or more after you submit your intake. Submitting the intake starts the delivery clock. It does not close the refund window.

Your information

What we collect and why. We ask for what the diagnostic needs to begin: your name and email so we can reach you and deliver, your role so we know the simulation is authorized, and your business name, website, and phone number because those are what we examine. Optional fields (typical job value, inquiry volume, competitors, and anything you want us to know) sharpen the estimates in your report. Every field on the intake says why it is asked.

Who else touches it. Payment is handled by Stripe; we never see or store your card details. Our transactional email is sent through Resend. Everything else lives in our own email and files. We do not sell your data, share it, or put it into any advertising or analytics platform.

Competitors you name. We use those names to build the comparison set your report is graded against. We never contact them, never tell them they were named, and your report never says that you named them.

How long we keep it. Your intake, your evidence, and your report are held for 12 months after delivery, then deleted. Call audio is deleted sooner, when your engagement closes. You can ask us at any time for a copy of your evidence, or ask us to delete everything we hold; either takes five business days.

What this is not

A sales ambush. The report ends with an honest map of what we could and could not see from outside. If deeper work ever makes sense, it will be because the evidence says so, and it will be priced like the professional engagement it is. No recommendation in your report exists because we profit from it; that is a written rule of our methodology.

Questions

Ask before you buy, not after. malachi@strayrev.com or (404) 981-1659. If you want to see how the diagnostic reaches its conclusions before you commit, that reasoning is public on the methodology page.