Refund and Guarantee Policy

This policy is part of the Terms of Service (xtimates.com/legal/terms) between Dycern LLC, doing business as Xtimates, and your company. It's the full text of our guarantee and of every refund rule we have.

The guarantee in one sentence: "A set number of estimates a month in your first 45 days, or every dollar you paid us back." Claim it from your dashboard. After day 45 there's no guarantee: by then you've seen the results.

The number is a monthly number for your trade. The guarantee covers your first 45 days, on both plans:

The gutters number isn't set yet: set on your call. For any trade whose minimum ad budget says "Set on your call", we set the budget with you on your first call and write it into your plan. Your Guarantee page in the dashboard shows the number that applies to you.

Every dollar you paid Xtimates: your plan fee ($1,500 a month on the monthly plan, or the annual payment of $15,000) plus any per-estimate fees of $75 you paid, from your first charge to the day of the decision. Whether the per-estimate fee applies on top of both plans:

On the monthly plan, if you claim after your second monthly payment: We'll go over it on your call.

Never ad spend. What you paid Facebook and Google went to them, in your own accounts, and never passed through us. We can't refund it, under the guarantee or otherwise.

Your Guarantee page shows the money-back balance as a running total of the fees you've paid us so far. Unpaid invoices show as pending. Ad spend is shown for reference and isn't counted.

The site rebuild ($3,500) and the standalone site audit ($149) are separate one-time charges with their own rules, below.

The claim window is the first 45 days after your ads go live. Day one is the day the ads start running, after setup is done. Your Guarantee page shows which day you're on and whether you're on pace.

You can claim at any point inside the window. You don't have to wait for day 45. After the window there's no guarantee, on either plan. By then you've seen the results in your own dashboard.

The guarantee depends on four things on your side. Your Guarantee page shows each one as a light, and we email you the day one turns amber so you can fix it. All four must hold for the whole window:

1. Your accounts are connected: Google Ads, Google Analytics 4, Search Console and Facebook, through Settings › Connections, with their health lights green.
2. Your ad spend is at or above the minimum agreed for your trade, every month, paid directly to Facebook and Google.
3. New estimate requests are answered within 1 business day: you called, texted or emailed the person back and marked the request as contacted.
4. Outcomes are updated in the last 7 days: appointment results, booked and lost jobs are marked in the dashboard.

If one of the four wasn't met for part of the window, we'll talk it through on the call. A short, fixed slip doesn't void the guarantee by itself. A condition that was never met, or was ignored after we warned you, does.

"An estimate is a person who booked an estimate appointment with you or asked you for a ballpark price. A form fill on its own isn't one."

• A request you flag within 7 days as not a real estimate comes off the count once we've reviewed it and agreed. We review every flag and you can read the reason.
• A no-show that isn't rebooked within 14 days comes off the count.
• A request that came in through your own system (website, Google, ads, Facebook, referral) counts, whichever source it came from.
• A request you entered by hand that didn't come through the system doesn't count toward the guarantee and isn't billed.

1. Click "Enact guarantee" on the Guarantee page in your dashboard and pick three times you can take a call. It starts a process; it isn't an instant refund. If you can't use the button, email support@xtimates.com and it counts the same. The clock starts when we receive it.
2. We call you within 2 business days. On the call we confirm that your accounts were connected and the four conditions were followed, and we go through your board with you.
3. We give you a written decision within 5 business days of the call. It says yes or no, and why.
4. If the decision is yes, the refund is sent within 10 business days of the decision, through Stripe, back to the card or bank account you paid with. Your bank can take a few more days to show it.

Your dashboard tracks the claim through every step: Requested, Call booked, Decision, Refund sent, Done. Staff can see the same deadlines on their side.

A refund under the guarantee ends the service at the end of the current billing month, as a cancellation would. If you'd rather keep going, say so on the call.

Monthly plan: Ask us how the monthly plan ends. Annual plan: after the first 45 days, you're committed for the rest of the year. To leave, start it in your dashboard and we confirm on a quick call.

The monthly plan is $1,500 a month. How long it runs and how it ends: Ask us how the monthly plan ends.

The annual plan is $15,000 up front (2 months free). It carries the same guarantee for the first 45 days. After those 45 days you're committed for the rest of the year, and the up-front payment isn't refunded for unused months.

Leaving isn't a refund. Outside the guarantee, fees already billed aren't refunded.

Setup fee. There's none on the annual plan. On the monthly plan: Ask us on your call. Monthly fees, the annual payment and per-estimate fees are earned when billed and aren't refunded outside the guarantee, except to fix a billing mistake.

The site rebuild. The $3,500 rebuild is a one-time charge. It's refundable in full until the rebuild has started. Once the rebuild has started, it isn't refundable, because the work has been done.

The site audit. The $149 standalone audit is non-refundable once the report has been delivered. If you buy the service within 90 days of buying the audit, the $149 is credited against your first month.

Billing mistakes. If we charged you twice, charged the wrong amount, or billed an estimate that was taken off, email support@xtimates.com and we'll fix it on the next invoice or refund it, whichever you prefer.

Chargebacks. Please talk to us before disputing a charge with your bank. A refund under this policy is always faster.

Dycern LLC, doing business as Xtimates, Indiana. Questions about a refund or the guarantee: email support@xtimates.com.