Seven steps. The clock starts at the end of step four.
Pick to challenge back
Step 1
Pick
You choose in the cart. The cap is on every line: URLs, pages, hours, working days. Not sure what to buy? Write to us before you pay, and we'll say which one we'd buy.
Step 2
Brief
A short form, before payment: company, billing country, the URLs, your goals in your own words, and how you'll give access. We never ask for passwords in the brief. VAT ID is optional. You'll also tick that you're buying for your business or profession, because we only sell to businesses and professionals.
Step 3
Pay
The button says “Go to payment (order with obligation to pay)”, which is exactly what it does. Payment is on Stripe's own page. We never see your card. You get an order confirmation with the scope, the cap, the price, how VAT is treated, the terms version and a short refund summary.
Step 4
The clock starts here
Access
Within 1 working day of payment we email the steps. Usually it's: add us as a manager or editor in Search Console, Analytics, your Business Profile, your CMS. The clock starts when we have everything we asked for.
Step 5
Work
Nothing for you to do. If we need something, we ask once, in one email, not six.
Step 6
Deliver
Delivery means we send the report, recording or files to the email in your brief. The working-day number on the product is a target. Italian public holidays don't count.
Step 7
Challenge back
For 7 days after delivery you get one clarification round on the audit and challenge products. Ask what a finding means, ask for the evidence, tell us a fact is wrong. Details below.
What 10 working days means
It means 10 working days from the day after we have your brief and your access. Not from payment. If access takes you a week, the dates move by a week. We'd rather say this on the page than in an apologetic email. It's also why we ask for access immediately.
You own the accounts. We borrow a seat.
Search Console, Analytics, your Business Profile, your CMS: they're yours. We ask to be added as a manager or editor, not for your main login. When the job ends, we're removed. Before we change anything on your site, you should have a backup. That's on you, and we'll remind you. If an invite isn't possible, we tell you how to share a login safely.
Verona, in English, on your clock
Reports are in English. We're in Verona, so working hours are CET, or CEST in summer: Monday to Friday, 9:00 to 17:30. Video is the default, because it works across time zones. You watch it when you're awake.
Calls exist on three products only: Standard audit (45 minutes), Large audit (60 minutes) and the Challenge + Fix bundle (45 minutes, with the Standard audit). We offer you three slots in our window and write the times in yours too.
When it goes quiet
If we're waiting on access, we chase twice. If the quiet goes past 14 days, we tell you plainly that we can close the order. Any part we haven't started is refunded. The part we've done stays payable.
If the site turns out bigger than the cap, we tell you before we go over. You can buy a bigger product (we credit what you've paid) or ask for a refund of what hasn't been done.
Challenge us back
You've got 7 days after delivery, one round, on the 8 audit and challenge products. It covers questions about a finding, a request for the evidence, “can you rank these for my developer”, and “this fact is wrong”. If a fact is wrong, we fix the report. It doesn't cover new URLs, a new scope, or a re-audit after you've made changes. That's a new order. Fix hours aren't covered either.
Pages you pay us to write (a landing page, an article) include one revision.