My guarantee

If I miss the mark, I put it right

Every diagnostic, session, training and deliverable I produce is covered by a money-back guarantee. If something isn't right, I redo it. If it's still not right, you get your money back.

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How it works

Three steps, no small print

It covers every diagnostic, session, training and deliverable I produce. You don't need to build a case, just tell me what missed the mark.

Tell me within 7 days

Email me to say where the work fell short. A sentence or two is enough.

I redo it first

I rerun the session, redo the work or rewrite the deliverable at no cost, and walk you through the new version.

Refund if I still miss

If you're still not happy, email me again. I'll refund that work in full, with no questions asked.

At every stage

A promise for the start, the middle and the end

The redo-then-refund promise covers everything. These three go further, at the points where founders tell me they worry most.

The third one is the promise a retainer business can't make. An agency that earns more the longer you stay has no reason to make itself easy to leave. I do, because that's the whole point of the work.

The diagnostic

If the Marketing Diagnostic & Priorities doesn't tell you what to fix first, you don't pay for it.

Your deposit comes back, the balance isn't invoiced, and the findings are yours either way.

If you go on to work with me within 90 days, the full £1,500 comes off your first invoice.

The work

Any deliverable that misses the mark gets redone, then refunded.

On a Fractional Marketing Director engagement, if it isn't working at the 90-day review, you can leave on 30 days' notice and I waive the rest of the six-month minimum.

On a HubSpot project, the final invoice is raised at completion on 30-day terms, so anything you're unhappy with is fixed or discounted before you pay.

The hand-over

From the end of your minimum term, everything I build is ready for your team to take over, whenever you choose.

If you decide to take over and can't because of something I was responsible for, I'll finish it at no charge.

The detail

What the guarantee covers

The guarantee covers everything I deliver myself. It doesn't cover money paid to other companies, or results that depend on things outside my control.

Covered:

Marketing Diagnostic & Priorities: the whole diagnostic, from the interviews to the walkthrough and the 60-day check-in.

Fractional Marketing Director: planning sessions, workshops, training, and everything I build or write, such as plans, content, website changes, email, reporting and HubSpot setup.

HubSpot Strategy & Implementation: the architecture document, the build, the documentation and the training.

HubSpot Portal Management: any work done from your support hours, such as a new form, a report or a workflow.

Not covered:

Third-party costs: HubSpot licences, software, ad spend and travel. That money goes to other companies, so I can't refund it.

Results I don't control: I don't guarantee lead numbers, search rankings or appearing in AI answers. Anyone who guarantees those is guessing.

Endless Customers Coaching: this is IMPACT's programme, so it's covered by IMPACT's own guarantee instead (see below).

The Portal Management monthly fee: the fee for the monthly upkeep isn't refundable, but you can stop it any month with 30 days' notice, and the monitoring stays in your account.

Why I can offer it

Why this doesn't worry me

A guarantee is only easy to offer when the work is built to be checked. Three things make it a promise I'm comfortable keeping.

I only take on work I can help with

If the diagnostic or our first call shows I'm not the right fit, I'll say so and point you somewhere better. You agree the scope before any work starts.

Everything is in your name

Every account, login, document and process is set up in your systems from day one. There's nothing of yours I'm holding, so there's nothing to hold over you.

I trust you

There's no cap on claims and no "reasonable use" clause. If you use the guarantee often, that's a problem with my work, and it's mine to fix.

Tom Wardman sitting back on a sofa with a laptop, relaxed as he reviews a client’s work.

If it isn't working

When the problem is the whole engagement

Sometimes it isn't one piece of work. It's the fit, the focus or the timing. Tell me plainly that it isn't working, and we'll agree one of these

Change the scope

Change the focus to fit where the business is now, move up or down in days, or change the mix of strategy, hands-on work and training.

Pause

Stop for up to a quarter if something big happens, such as a leadership change, a sale of the business or losing a key person.

Bring in someone else

If a specialist would do part of the job better, I'll say so and help you find them. If your team would be better served by Endless Customers Coaching, I'll tell you that too.

Wind down

Leave with 30 days' notice, with no exit fees and a proper hand-over of everything I've built. During a Fractional Marketing Director minimum term, this applies from the 90-day review.

Coaching through IMPACT

Coaching is covered by IMPACT's guarantee

Endless Customers Coaching is IMPACT's programme, and I deliver it as an independent certified coach.

Your agreement is with IMPACT, so IMPACT's money-back guarantee applies, and it works the same way as mine: tell your coach within seven days, the work is redone at no cost, and if it still misses, IMPACT refunds it.

It also lets you change coach with no penalty, which a one-person business like mine can't offer.

Read IMPACT's guarantee

Questions about the guarantee

Do I have to justify a claim?

What counts as a deliverable?

Is it a refund or a credit?

Is there a limit to how often I can use it?

What if I'm unhappy with something after seven days?

Do you guarantee results, like more leads?

What does the hand-over guarantee mean in practice?

What happens to my accounts if we stop working together?

Does the guarantee cover Endless Customers Coaching?

Is the guarantee part of my agreement?

Start here

Work with someone who's easy to leave

If it isn't working, you shouldn't be stuck. Book a call, and we'll work out whether I can help. If I can't, I'll say so.

Book a call See my pricing