Guarantees · SLAs

Plain-English SLAs. Written into the contract, not the brochure.

Every promise below has a measurement and a consequence. If a guarantee doesn't have a clean "if we miss" line, it isn't a guarantee — it's marketing. See /terms for the legal version.

These SLAs are delivered by MixBound-certified practitioners on the MixBound platform — third-party audited, agency-neutral, India-built. More on who runs the engine →

30 days 30-day install or 70% setup refund < 60s Sub-60-second WhatsApp first reply 15 / ₹50K 15 booked appointments per ₹50K of ad spend 100% Every ad ASCI-compliant. Every lead DPDP-compliant 30-day exit 30-day cancellation. No lock-in ₹0 markup Zero markup on ad spend

30 days

30-day install or 70% setup refund.

What we mean

From signed agreement to live engine — ads running, WhatsApp answering, bookings landing — in 30 calendar days. We track this as a binary milestone, not a fuzzy "mostly done."

How we measure

Engine considered live when all four pillars are operational: ad spend running, WhatsApp Business API connected with a >95% first-reply rate over a 48-hour sample, booking calendar accepting and confirming appointments, no-show reminder sequence firing 24h and 2h before each appointment.

If we miss

Standard plan: 70% of the ₹44K setup fee refunded automatically (~₹30K back) — no need to ask, no review committee, no penalty clauses we exercise instead. Performance plan: the 6-month revenue-share window extends by exactly the number of days we ran over.

< 60s

Sub-60-second WhatsApp first reply, 95% of the time.

What we mean

When a lead WhatsApps your business from a Pleomatic-installed ad, the first reply lands in under 60 seconds — at 3am, on a Sunday, on a public holiday. AI handles the first reply; a practitioner is on call for escalations.

How we measure

Rolling 7-day window, all inbound WhatsApp messages from Pleomatic ad sources, 95th percentile of time-to-first-reply. Measured by the WhatsApp Business API timestamps — not by us.

If we miss

Within 48 hours of a missed week, we send a corrective-action review: root cause + the fix already deployed + a re-measurement schedule. Two consecutive missed weeks triggers a credit equal to one week of retainer.

15 / ₹50K

15 booked appointments per ₹50K of ad spend.

What we mean

Sustained over a calendar month — not a one-good-week claim. Applies to mature engines (Month 3 onwards) at standard category competition levels. We tell you on the intro call whether your city + treatment combination supports this rate or whether we should commit to a different target.

How we measure

Booked = appointment on your calendar with a confirmed customer (WhatsApp confirmation, SMS confirmation, or booking-link click with intent). We report the ratio monthly, on the 1st.

If we miss

Spend pauses immediately at our cost. Free re-audit within 7 days to find the leak. Spend resumes only when we've identified the fix and you've approved it. If two consecutive months miss, you can exit Performance plan early with full asset handoff.

100%

Every ad ASCI-compliant. Every lead DPDP-compliant.

What we mean

We refuse to publish ads that violate Meta, Google, or ASCI policy — even when the client requests them. Every lead we capture carries DPDP-required consent. Customer data is stored in India. Deletion-on-request within 30 days.

How we measure

ASCI: every ad creative passes a documented claims review before publication; the whitelist of allowed phrases per category is published in `_data/asci_compliant_copy.py`. DPDP: consent capture rate at 100% of leads, audit log available on request.

If we miss

Genuine policy violation → ad pulled within 4 hours of notice, rebuilt at our cost. Any platform suspension caused by our non-compliance: we pay the ad-account reinstatement cost and underwrite the equivalent spend through a parallel channel during the down period.

30-day exit

30-day cancellation. No lock-in.

What we mean

Standard plan: any month after the 30-day install, you can cancel with 30 days' written notice and a clean handoff of ad accounts, creative library, lead database, and dashboard credentials. Performance plan: 6-month minimum because we carry install risk, then the same 30-day exit.

How we measure

Handoff completed within 14 days of cancellation date. Asset checklist signed by both sides confirms the transfer.

If we miss

Any asset we fail to hand off within 14 days entitles you to a full month of retainer back as a credit / refund. We do not litigate to hold accounts hostage. The contract makes that explicit.

₹0 markup

Zero markup on ad spend.

What we mean

Ad spend goes on your card directly. You see every rupee that leaves your account. We charge zero agency markup on media — ever, on either plan. Our money comes from the retainer or the revenue share, not from skimming media buys.

How we measure

Card-on-file is yours; platform receipts go to your email; the dashboard reconciles spend numbers to the rupee against ad-platform reporting.

If we miss

Any rupee of undisclosed markup discovered = 10× refund of the marked-up amount. This has never been triggered because we don't do it — the language exists to make it contractually impossible.

Read the contract before you sign it.

On the intro call we walk you through the service agreement section-by-section. No surprises — and no "see exhibit B" footnotes.

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