What we promise

What you can count on

1. 1

   Your first month's work, or month two free

   If month one ends before we deliver your baseline, your statement and your first fixes, ready to publish, month two is free.

   Month one starts the day you sign. Delivering all three is our job, not yours.

   Wondering what the baseline and the statement are? Our first month page walks you through both.

   You get at least five fixes. If the pages your customers buy from have fewer than five problems, you get a fix for every one.

   A fix counts as delivered once it waits on a copy of your theme shoppers do not see, or once we hand it to you.

   And if we miss, you are free to leave during month two, with nothing more to pay. If you paid a year ahead, you get a 13th month instead of a free month two.

2. 2

   You decide what goes live

   On Engage, your developer publishes each fix, and we never publish to the theme your shoppers see.

   On Resolve and Defend, we publish a fix only once you say yes to it in writing.

3. 3

   A person reads it before you see it

   A person reads every finding, alert and report before it reaches you. A person checks every fix.

4. 4

   How fast you hear from us

   A person replies to every message from you or your developer within 1 business day. A full answer comes within 3 business days on Engage, 2 on Resolve and 1 on Defend.

   When our check finds a new problem, or one we fixed that has come back, we let you know within 24 hours.

   Ask for a copy of your record, and you will have it within 10 business days.

5. 5

   A record you can check

   We date every step we take on your store. We only ever add to the record, and never change or delete an entry.

   After each check, an outside service dates the newest entry, so the dates are not only our word.

   The record is yours. You, or anyone you choose, can check it without us. Our Method page says how.

6. 6

   Your statement, written from your record

   Your statement lists the known problems and the fixes our checks have confirmed. It says only what the record shows.

7. 7

   Nothing of ours on your store

   No overlay, no widget and no script of ours goes on your store. We change your theme's own code instead, so shoppers have nothing extra to load.

8. 8

   Your name kept private, unless you say yes

   We use what we find on your store only in what we send you, and in figures that name no store.

   We never name you as a client unless you say yes in writing.

9. 9

   Reports that show what we checked, and what we did not

   We say what we checked, when, at what screen width, and what we found.

   The Web Content Accessibility Guidelines (WCAG) are the published guidelines we check your store against.

   In what we send, every WCAG criterion we did not test is marked "not tested", with none left out.

   A check that needs a person is not done until a person does it. When our check cannot decide, we say so, and we do not call it a failure.