The Gap Guarantee · Refund Policy

§ 01Why refunds are rare

The Snapshot qualifies you in. Then you buy.

Every Diagnostic buyer starts with the free Market Snapshot. If the Snapshot doesn't surface a meaningful gap to the city benchmark, we tell you so before you spend $1,497. The paid Diagnostic only makes sense for operators who've seen the Snapshot and want the deeper read.

Refund risk by design

Buyers see the gap before they pay.

Across deliveries to date, zero buyers have invoked the refund remedy. The diagnostic is sized to clear $5K in gap. If your Snapshot doesn't suggest you're a fit, we send you the Snapshot result and don't take the order.

§ 02The Three Remedies

Three options if the floor isn't met. You choose.

If we deliver and the diagnostic surfaces less than $5,000 in addressable monthly revenue gap (cited & modeled, sized to your operation), you pick the remedy. We don't decide on your behalf.

01Remedy

Free re-run with different scope.

We re-do the diagnostic at a different scope you specify — adjacent ZIP set, a sister location, or a different service mix — at no additional charge. Most buyers pick this one because it gets them a second deliverable for the same dollar.

No cost · 7-day delivery

02Remedy

Free supplemental research.

Choose one supplemental deliverable: Agency Report Translation (we translate your agency's monthly report into plain English), ServiceTitan ROI Audit, or a 30-day re-audit of the same scope to track recovery.

No cost · 5-day delivery

03Remedy

$1,347 refund.

We refund $1,347 via the original payment method. The $150 retained is Gumroad's non-refundable platform fee — we don't keep any of it. Disclosed up front so the math is honest.

14 days · via Gumroad

§ 03Eligibility & Windows

Four numbers govern the guarantee.

Plain rules. No interpretation needed.

Gap floor

$5,000

addressable / month

Claim window

14 days

from delivery

Response SLA

5 days

business · from claim

Refund

$1,347

of $1,497 paid

§ 04How to File a Claim

Four steps. One email.

01 Email hello@builtontenth.com with your order number and a sentence describing why the gap floor wasn't met. Subject: Gap Guarantee Claim · Order #__
02 Choose your remedy. Re-run, supplemental, or refund. One per claim. No "we'll see" — pick on the first email
03 We respond within 5 business days confirming the remedy and timeline. From hello@builtontenth.com only
04 Resolution within 14 days of confirmation — delivered, refunded, or supplemented. No "we'll get back to you" loops

§ 05What's Not Covered

Three things the guarantee doesn't cover.

The Gap Guarantee covers our work product. It doesn't cover outcomes after delivery, which depend on your team executing the recommendations.

✕Ad-spend losses. Gaps surfaced by the diagnostic are addressable — but execution is on the buyer. If you increase ad spend and don't see lift, that isn't a guarantee event.
✕Outcomes from following recommendations. We surface the gap. We don't guarantee that running the recommended fixes produces the modeled recovery — operational execution varies.
✕Market changes after delivery. A new PE entrant, a competitor's pricing shift, or a major regulatory change after your report ships isn't a basis for a refund claim. The report is a snapshot of delivery date.

§ 06Why the Refund is $1,347

The honest math on the $150.

Plain-English fee disclosure

The Diagnostic sells through Gumroad, which charges a non-refundable platform fee of roughly 10% per transaction. On a $1,497 sale, that's about $150 we never receive — Gumroad keeps it whether the order completes, refunds, or disputes. The full $1,347 refund is the most we can return. Built on Tenth retains $0 of a refunded order.