The guarantee, in full.

What counts as an attended consultation

This definition decides whether you pay us, so it is written to be counted rather than to flatter us. One attended consultation is counted when all four of these are true:

• The person is either a new patient or a reactivated patient, as those two are defined immediately below.
• They booked a consultation for a treatment you offer.
• They came to your practice for that appointment and were seen by your team.
• The enquiry reached you through a channel we run for the campaign: our tracked telephone number, our tracked enquiry form, a message account we manage on your behalf, or the tracked reply route on a reactivation campaign we send.

The two kinds of patient

• A new patient is someone new to your practice. They are not on your books at all, and they reached you through one of our campaign channels.
• A reactivated patient is someone already on your books who has not attended any appointment at your practice in the 6 months before your campaign goes live, and who books and attends because of a reactivation campaign we run on your own list. That means our tracked SMS, our tracked email or another tracked channel we send on your behalf.
• An active patient never counts. If someone has attended any appointment with you inside those 6 months, they are your patient and no campaign of ours can turn them into one of the 15. Nor does anyone who books through your own channels of their own accord. Both remain yours, and we say so before you sign rather than after you count.

How they are counted

• One person counts once. If the same person books more than one consultation inside the window, that is one consultation towards the 15, not two. That holds across both kinds. Nobody is counted once as new and again as reactivated.
• A booking that is not attended does not count. If a patient does not turn up, it is not a consultation attended. We chase and rebook no-shows, and it counts on the day they actually attend.
• Consultations attended after the window do not count towards the 15 that decides whether we met the guarantee. They do count towards the 15 that ends a free period under clause 06, because that period exists precisely to reach the number after the window has closed. Either way they are chased, booked and tracked. They simply fall outside the 30 days.
• Every consultation is timestamped in a dashboard you can see. The count moves in front of you. There is no reveal at the end and no judgement call by us.
• Every counted consultation is labelled new or reactivated. The label sits on the record from the day it is counted, next to the channel it came from. You can see the split at any point, so there is nothing left to argue about on day 30.

How we know where a patient came from

Attribution is not an opinion. Every enquiry we generate arrives through infrastructure we run: a tracked telephone number, a tracked form, or a managed message account. Each one is logged with a timestamp, the channel it came from and what happened to it next, all the way to the appointment.

A reactivated patient is traced the same way, and to the same standard. Every reactivation message we send on your list carries a tracked link, a tracked reply route or a tracked number, so a return booking is tied back to the exact message that caused it. If a lapsed patient books without ever touching one of those, we have no way to show we brought them back, so we do not count them. They simply came back on their own.

If a patient reaches you another way, we do not count them. A walk-in, a referral, a call to your existing practice line or an enquiry through your own website is your patient, not ours. The same applies where a patient cannot be traced back to one of our channels: if we cannot show where they came from, they do not count. That rule cuts against us, and it should.

If you disagree with any number at any point, ask for the export. We will send the raw log rather than a summary of it.

When the 30 days start

The window is 30 calendar days, and it runs from the day your first advertisement goes live. We confirm that date to you in writing on the day it happens, so the start of the clock is never arguable.

Nothing counts from signature, from the audit call, or from the day we film. Only from go-live.

The two conditions

These are the same two conditions printed on the page you came from. There is not a third one hiding here.

• Your ads run at the budget we agree in your audit, for the whole 30 days. That agreed budget is never less than £1,500 per month, and you pay it directly to the advertising platforms rather than to us. The exact figure is set in your audit and may be higher than the floor, depending on your area and the treatments you want to fill. We set it together before anything goes live, and we write it down.
• Your diary has room for the bookings. The consultation availability we agree in your audit stays open, and the bookings we deliver into it are accepted.

If either condition slips, we will tell you in writing at the time it happens and what it does to the count. You will not hear about it for the first time on day 31.

If we miss the number

If fewer than 15 consultations are attended inside the window, counting both kinds, then:

• You pay no monthly fee for that month. Not a partial credit, not a discount held against something else later.
• That means our whole fee, not part of it. Our pricing is a monthly base plus a performance fee on each consultation attended. If we miss the number, neither is charged for that month, including the performance fee on the consultations that did attend.
• We keep working at no charge until 15 attended consultations are reached. The ads, the calling, the booking and the chasing all continue exactly as before. The count carries on from where the window left it, and consultations attended after day 30 count towards this 15 even though they did not count towards the guarantee itself.
• The free period runs while the two conditions in clause 05 keep being met. The ads keep running at the agreed budget and the diary stays open. If the ads are stopped or the budget is cut below the agreed level during the free period, the free period pauses with them and resumes on the day they do, the same way the clock pauses in clause 07. This is not an escape hatch for us. It exists so that a campaign cannot be frozen and free work claimed on it forever.
• Nothing is asked of you in return. No extended term, no fresh commitment, no testimonial or case study in exchange for the waiver.
• You do not have to claim. We hold the numbers and we can see the count, so we apply the waiver ourselves. If we have missed, we will tell you before you have to ask us.

What the waiver does not cover

Two things sit outside it. We would rather you read them here than find them for the first time in an agreement.

• Your advertising spend. That money goes to the ad platforms, not to us. We never hold it, so we cannot return it.
• The one-off setup and production fee. That pays for the filming, the creative and the build of your campaign, and those are delivered whether the number lands or not. It is not refunded.

So, stated plainly: the guarantee waives our monthly fee and buys you our continued work for free until the number is hit. It is not a refund of everything you have spent, and we are not going to imply that it is.

When the guarantee does not apply

Three situations, and only these three.

• The campaign is paused. If ads stop at your request, the clock stops with them and starts again on the day they resume. That applies to the 30-day window while it is running, and to a free period under clause 06 if we are in one. The guarantee is not lost, it is held.
• Ad budget is cut below the agreed level. The number is built on a known volume of enquiries at a known spend. If the spend drops below what we agreed, the guarantee does not apply for the period it was below, and a free period under clause 06 pauses for that period in the same way.
• Bookings are refused. If we deliver bookings and your practice turns them away, cannot see them, or closes the availability we agreed, we cannot be held to consultations that were never allowed to happen.

We will not use any of this as a technicality. If we missed, we missed. These exist so that both of us know what the number actually depends on before anyone signs, not so that we have somewhere to hide afterwards.

After the window

Once the guarantee window has closed, the service runs month to month. There is no six-month term and no twelve-month term. No minimum commitment, no tie-in.

That is the same argument as the guarantee, held one month later. By then you have seen what the campaign actually puts in your diary, so you no longer need our promise about it. If we stop earning it, you stop paying for it.

How notice is given, and when a month ends for billing, are set out in your service agreement rather than here. We are not going to print a second version of them on this page for you to discover later that the two do not match.

What this guarantee is not

It is a promise about consultations attended. It is not a promise about treatments accepted, case values or revenue. What happens once the patient is in the chair depends on your clinicians, your treatment planning, your pricing and your team, and we are not going to pretend we control any of that.

What we control is everything between the scroll and the chair, and that is the part we have put a number and a deadline on.