/01 The guarantee
| Service | What we guarantee | How it is measured |
|---|---|---|
| Core Web Vitals fix | At least a 20% improvement in the Lighthouse mobile performance score on the URLs listed in the Statement of Work, or a refund of that project's fee | PageSpeed Insights, mobile, median of 3 runs per URL, on the same URLs, before work starts (baseline, saved and shared with you) and within 7 days of delivery |
| Full speed overhaul | At least a 40% improvement in the same score, or a refund of that project's fee | As above |
| 24-hour snapshot audit | Delivered within 24 hours of receiving all the access we asked for, or a paid snapshot is free | Timestamps of the last access granted and the report sent |
"Refund of that project's fee" means the professional fee paid for that specific project. It excludes third-party costs, add-ons, other services and taxes that cannot be recovered.
/02 Conditions for a claim
The guarantee applies only if all of these are true: 1. All invoices for the project are paid in full. 2. The baseline was recorded by Mr.Ooi before work started, on URLs named in the Statement of Work. 3. Between the baseline and the final measurement, nobody other than Mr.Ooi changed the site's code, theme, plugins, apps, scripts, tags, images, hosting, CDN or DNS, and you implemented every recommendation we asked you to implement. 4. You gave access, approvals and content on time. 5. You send a written claim to hello@mrooi.com within 14 days of delivery, before using any other remedy.
/03 What is not covered
- Third-party scripts or services you require us to keep (chat widgets, tag managers, booking engines, ad pixels, embedded video) whose impact we flagged in writing.
- Scope reductions, pauses or cancellations you requested.
- Hosting, platform or network outages, and changes to how Lighthouse or PageSpeed Insights scores pages.
- Rankings, traffic, leads, conversions, sales or revenue.
- Retainers, sprints, programmatic builds, content, ads management and add-ons.
/04 How a claim is checked
We re-run the agreed test with you on a video call within 5 business days. Our measurement on that call, using the method in section 1, is final. If the target is not met and no exclusion applies, we may first, at our choice, carry out further work for up to 10 business days at no charge. If the target is still not met, we refund within 10 business days to the original payment method. The refund is your sole and exclusive remedy for the guaranteed outcome, and once it is paid, licences to the related deliverables end.
/05 Other services
| Service | Refund rule |
|---|---|
| Paid audit | Refunded in full if cancelled before work starts; not refundable once work has started. Credited to a sprint signed within 30 days of the readout |
| One-time project | Before kick-off: refunded in full. After kick-off: work done to date is charged at the project rate; the deposit covers the first 50% of work and is not refunded |
| 90-day sprint | The first instalment is not refundable once the sprint starts. If you give written notice before day 45, the second instalment is not charged; otherwise it is due |
| Retainer | Fees for any month started are not refunded. Ending a retainer within the minimum term follows clause 8 of the Master Services Terms |
| Prepaid retainer (12 months) | Not refundable, except for months after a termination caused by our uncured material breach |
/06 Your statutory rights
This policy is in addition to rights you have under laws that cannot be excluded, including the Australian Consumer Law and India's Consumer Protection Act 2019 where they apply. Where those laws give you a right this policy does not, the law prevails. Country details: India Refund and Cancellation ยท Australia Consumer Guarantees.