Customer Satisfaction Guarantee

We understand that there can be some trepidation or doubt about signing up for a new service, particularly from a small boutique consultancy.  That’s why we designed our Customer Satisfaction Guarantee, and built it into our Terms and Conditions of Use.

The  Customer Satisfaction Guarantee enables you to obtain a refund of 100% of your first month’s subscription fees, if you meet certain basic conditions of your use of the product.

What does this cover?

The Customer Satisfaction Guarantee covers the first month’s payment made at signup.  We consider this the period of greatest risk, because we haven’t worked together before, and this is the time where expectations are most likely to be different.  We think it’s a small probability but a risk nonetheless.

What if I want to cancel after this time?

There are no fixed subscription terms, so you can cancel at any time that makes sense to you.

We will always refund you the current month’s fees, pro-rated from the date that the current subscription period commenced and the date you requested the cancellation..

Why don’t you have a Free Trial Period?

We considered offering a Free Trial period when we were designing the services.  It looks like an appealing option but eventually we decided against it for two reasons:

  1. there would always be the nagging thought in your mind about the end of the trial period: it would distract you from thinking about the longer-term benefits of the service
  2. we believe that making the investment predicates a greater commitment to make the engagement succeed.

If you think a trial period would better help both yourself and tiligent manage our respective commitment risks, please contact us to give us this feedback.  We do not offer any form of Trial Period currently but this information is useful for ongoing product review for future product enhancements.

Guarantee Details

The Customer Satisfaction Guarantee is based on our confidence that the services that you sign up to will meet and probably exceed your expectations.  If you don’t feel that you are getting what you signed up for, or even if you believe that the service needs to be upgraded to be more effective, we are more than happy for you to raise that directly with us.  In fact we love feedback, even if it’s sometimes not what we want to hear.

Based on that confidence, we want to ensure that your assessment of the service, and any decision to cancel the service, is based on a solid exploration of what the service has to offer.

So we ask that before you decide to cancel, you give it a good go.  This will differ slightly for services that have a defined set of deliverables or activities, and those that are based on Service Requests.

Please review these below.

If you have completed these activities and still want to cancel, then please let us know and we’ll be sorry to see you go but we’ll process your refund as soon as is practicable.

Remember, this requirement to complete a minimum set of activities is only if you want a full 100% refund.  At all times we will refund you the pro-rated amount for any subscription fees that you have already paid.

Also note that the Customer Satisfaction Guarantee only applies to current period fees, typically within the first month of signup.

Minimum Activity Requirements

Service Request based Subscriptions

  1. Complete the online Service Orientation Course, if one is available.  to see if one is available, refer to the Product Definition for your service, or ask your Tiligent.com contact
  2. Attend a client kickoff session, which will be scheduled when you subscribe to the service
  3. Attempt at least 2 unique Service Task Requests that are within the scope of work of the subscribed service
  4. Provide us with clear direction and feedback during the execution of the Service Task

Defined Activities based Subscriptions

  1. Complete the online Service Orientation Course, if one is available.  to see if one is available, refer to the Product Definition for your service, or ask your Tiligent.com contact
  2. Attend a client kickoff session. if the service includes regular interaction sessions, then this Kickoff session is the first of these interaction sessions.
  3. Participate in the activities of the first two (2) interaction sessions
  4. Provide us with clear direction and feedback during these interaction sessions and/or the exercises that may be set for completion between sessions