Our guarantees, in writing.

These terms are part of the PIINS Relaunch Agreement, the PIINS Capture Agreement and any PIINS Territory lease. They use the same words as our product pages. We call our guarantees «Performance Guarantee» or «delivery guarantee», with their conditions in plain view.

G.1 PIINS Relaunch · delivery guarantee

The promise. Live in 7 business days after you approve the homepage, or you don't pay the second half.

What it requires:

• You approve the homepage, and you send your logo and access within 48 hours of approving.
• The date assumes one round of changes.

How the days count.

• Business days are Monday to Friday, excluding US federal holidays.
• They start the day after the later of your approval and your first installment.
• The clock pauses while we wait for your logo or access beyond the 48 hours, and while you review the round of changes. A second round of changes moves the date by the time it takes.
• "Live" means the complete site is published and publicly reachable at your domain, or at a public temporary address while your domain's DNS is still updating.

If we miss it for reasons on our side, we don't send the link for the second installment of US$498, and you never pay it. If you already paid it, we refund it. No claim is needed. We still deliver the site.

G.2 PIINS Capture · Performance Guarantee

The promise. 3 booked jobs from the calls we answer in your first 30 live days, or next month is free. (In trades other than roofing and HVAC repair, the number is the one in your order form.)

Where it applies:

• Roofing and HVAC repair: the number is 3.
• Other trades: the number is set in the Leak Audit and written into the order form before you sign.

What it requires:

• at least 20 inbound calls a week, confirmed in the Leak Audit;
• unanswered calls forwarded to your PIINS line;
• your calendar connected.

The 30 live days are the 30 consecutive calendar days that start on your go-live date. The guarantee does not apply if, during them, forwarding was off or your calendar was disconnected for more than 24 hours in total.

What counts. A booked job is a confirmed appointment with name, phone, address and time, booked by Capture in an open slot of your calendar from a call it answered, and confirmed to the caller.

• It counts once, even if it is later rescheduled.
• These don't count: test calls, a second booking by the same caller for the same job, and appointments the caller cancels within 24 hours of booking.

If we miss it, your next month is not charged. The guarantee applies once per client.

G.3 PIINS Territory · Performance Guarantee (Territory)

The promise. 10 documented calls in your first month, or the month is free.

What counts. A documented call is a recorded call from a customer in the asset's trade and service area, with a real service need. Wrong numbers, solicitors and out-of-area calls don't count.

If we miss it, that month is not charged.

The full Territory terms are in the lease signed when a territory opens.

G.4 How to use a guarantee

You don't need to claim it.

• Relaunch: the second installment is simply not charged, as G.1 says.
• Capture: we review every account at day 30, against your calendar and the call log. If the guarantee applies, your second month is not charged, or its charge is reversed if it was already made. We tell you the result in writing.
• Territory: we review the first month against the call log and the recordings, and we tell you the result in writing.

If you think we got it wrong, write to hello@piins.com with your business name within 15 days of our result. We review the record again and answer in writing within 10 business days.

G.5 What the guarantees are, and are not

• What you get: a payment you don't make, or a month you aren't charged, or the reversal of that charge if it was already made. They are not paid out in cash in any other way.
• Each guarantee can be used once per client.
• They are not a promise of revenue.
• They don't apply to delays caused by events outside both parties' reasonable control, such as a carrier or platform outage or a natural disaster, for as long as the event lasts.