The guarantee.

1. The commitment

For an eligible new client on the South West Leads Growth System, we will deliver at least 45 qualified appointments during the first 90 consecutive calendar days from the agreed campaign launch date. If we deliver fewer than 45 and you meet the material requirements below, we will refund the agency fees covered by section 8.

This is a business-to-business appointment-booking guarantee. It does not guarantee attendance, a sale, revenue, profit or a particular return on advertising spend. The full terms and your campaign schedule must be supplied and accepted before you commit to the service. Browsing this website or booking a strategy call does not create a service contract.

2. Eligibility and the campaign schedule

You must be a UK business supplying and fitting kitchens, bathrooms, windows or doors, with the capacity and ability to serve the agreed market. Before launch, we record the included products, service area, minimum project requirements, agreed advertising budget, appointment format, diary availability, qualification criteria, launch date, fee breakdown and responsible contacts in a written campaign schedule.

There is no unpublished universal minimum budget or project-value threshold. The specific budget and criteria must be agreed in writing before payment for the guaranteed campaign. We do not add new eligibility conditions retrospectively. Existing client agreements remain governed by the terms accepted for those agreements.

3. What counts as a qualified appointment

A qualified appointment must meet all of the following at the time it is booked. A lead record or unanswered form submission alone never counts.

• A genuine homeowner, property owner or authorised household decision-maker has expressed interest in a supply-and-fit project covered by the campaign.
• The project is within the agreed service area and meets the written product, project-value and timing criteria, where such criteria have been agreed.
• A real member of our qualification team has reviewed and qualified the opportunity; AI-only conversations do not by themselves satisfy this requirement.
• The person has expressly agreed a specific date, time and appointment format, and has provided usable contact details. Consent and communication preferences are recorded where required.
• The appointment is attributable to our campaign, recorded in the shared CRM and scheduled to take place within the 90-day guarantee period.
• The appointment is for a distinct household and project. Duplicate records, tests, spam, suppliers, job applicants and opportunities already active in your CRM before our campaign are excluded. Rescheduling the same opportunity never creates another count.

4. Attendance, cancellations and quality checks

We guarantee qualified bookings, not homeowner attendance or completed sales. A properly qualified and confirmed appointment can count if the homeowner later fails to attend, provided its original qualification and confirmation are evidenced. A booking cancelled by the homeowner before its scheduled start does not count unless it is rebooked within the guarantee period. An appointment your business cancels or cannot honour can still count if we delivered it correctly.

Mark a suspected duplicate, incorrect qualification or cancellation in the CRM and notify your account contact within five working days of discovering it. Give the reason and supporting record. We will review the evidence and correct the count where appropriate. Late notification is not an automatic waiver: we will consider the available evidence fairly, particularly where a problem could not reasonably have been identified earlier.

Not reaching a homeowner on a later call, or failing to close a sale, does not alone prove the original booking was unqualified. Equally, a CRM label alone is not proof that an appointment met the criteria.

5. Your follow-up responsibilities

We remain responsible for the initial lead qualification and booking described in our service. Your responsibilities begin when an opportunity or appointment is handed to your team. Check the shared CRM each working day, acknowledge a handover within one working day, honour agreed appointment times and keep the diary current.

Where a handed-over opportunity needs a response from you and the homeowner has not replied, make at least six genuine contact attempts over seven calendar days, spread across at least four separate days. Use at least three telephone attempts and up to three SMS or email attempts where those channels are lawful and appropriate. Vary the time of day and make no more than two attempts in a day. Record each attempt in the shared system.

This sequence is a maximum required effort, not permission to pester someone. Stop the sequence as soon as the person responds, declines, opts out, asks you to stop or requests a different contact time. Do not repeat contact solely to meet a quota where an appointment is already confirmed. If a permitted channel is unavailable, record the reason and agree a reasonable alternative with us.

Use reasonable UK contact hours: normally 9am–7pm on weekdays and 10am–4pm on Saturdays, with no Sunday or bank-holiday contact unless requested by the homeowner. Respect the person’s preferred time and channel and all applicable consent, direct-marketing and do-not-contact rules. After a no-show, begin appropriate follow-up by the next working day unless the person has declined further contact.

6. GoHighLevel and the evidence trail

Use the South West Leads-provided CRM and communications system, normally GoHighLevel, for handover follow-up, outbound calls, SMS, email, appointment changes and outcome reporting. Calls must use the connected calling function and messages must use the connected channels so timestamps and outcomes are visible to us. Do not delete, alter or conceal relevant records or remove our agreed access during the guarantee review.

Keep factual notes and update the pipeline within two working days after an appointment, cancellation or material outcome. If a platform fault requires contact outside the system, tell us promptly and add contemporaneous evidence, such as a call log, message copy or email thread. We will accept credible evidence and will not reject it merely because our platform was unavailable.

Recording contact attempts does not require audio recording of every call. Any audio recording must have an appropriate legal basis, required notices, access controls and retention limits. Both parties must protect homeowner data; the CRM is not a licence for unrestricted surveillance or marketing.

7. Budget, access and cooperation

An isolated missed call, minor delay or technical issue does not automatically cancel the entire guarantee. If we believe a material failure is affecting delivery, we must explain it in writing, identify the evidence and give you at least five working days to put it right where it can be remedied. We may rely on a breach to decline or adjust a claim only to the extent we can reasonably demonstrate that it materially caused the shortfall or prevented verification. Our own failures cannot be used to disqualify you.

The 90-day clock starts when the agreed campaign is live, not during setup. It does not automatically restart or extend because performance is disappointing. A client-requested pause or material campaign change must have its effect and any revised deadline agreed in writing. Platform disruption does not automatically remove the guarantee; any alternative timetable or remedy must be expressly agreed.

• Maintain the advertising budget agreed in the campaign schedule and pay undisputed invoices when due. Advertising spend is separate from our agency fees and cannot be silently reduced while keeping the original performance commitment.
• Provide accurate product, price, offer, service-area and capacity information. Supply the permissions and access reasonably needed for advertising, landing pages, CRM, calendars and reporting.
• Provide reasonable diary availability as agreed before launch, attend appointments, and arrange for a suitable team member to handle them. Tell us promptly about unavailable dates or changes in fitting capacity.
• Provide feedback and approvals within three working days where reasonably possible, or promptly agree a different deadline. Make the agreed locations, projects, products and staff available for scheduled content production.
• Do not materially change targeting, budgets, campaigns, qualification criteria, CRM automations or tracking without agreement, or divert campaign enquiries into an untracked system.

8. What we refund

A valid claim entitles you to a full refund of the South West Leads agency fees paid for the initial setup and first 90 days of the guaranteed service, including the management, creative and content-production fees forming part of that service. Any relevant VAT on those refunded fees will be reversed through the appropriate credit note. We do not reduce the refund simply because some appointments were delivered.

The refund excludes advertising spend paid to Meta or another media platform and genuinely separate, third-party costs clearly itemised and agreed before purchase, such as externally billed software or telephony. We cannot reclassify our agency charges as third-party costs after the event. The written fee breakdown must make the refundable amount clear before you commit.

The guarantee is a refund commitment, not a credit-only offer. Additional work or an extension may be offered as an alternative, but you do not have to accept that instead of a valid refund. Any continuation of services after the first 90 days is governed by your service agreement and does not waive an accrued claim.

9. Making and resolving a claim

At the end of the guarantee period we review the appointment count with you. If it is below 45, raise a claim in writing with your account contact or our published business contact, identifying your company, campaign dates and the relevant CRM records. Please do so within 30 calendar days of the period ending; a reasonable delay will not automatically extinguish a valid claim or statutory rights.

We acknowledge a claim within five working days and aim to give a reasoned written decision within 15 working days of receiving the necessary evidence. We request only information reasonably needed, use the records already available to us and explain any unavoidable delay. We pay an approved refund within 14 calendar days of approval, normally to the original payment method.

If you disagree with a decision, ask for a review and state the disputed points. We will reconsider the records in good faith and provide a reasoned response. Both parties may agree mediation; this does not prevent either party pursuing an available legal remedy.

10. General provisions

Working days mean Monday to Friday excluding public holidays in England and Wales. Each client’s accepted campaign schedule and these guarantee terms form part of the written service agreement. Any change reducing this guarantee must be expressly identified and accepted before the relevant purchase; a general small-print clause cannot silently override it.

Nothing here excludes liability or rights that cannot lawfully be excluded, including liability for fraud or fraudulent misrepresentation. The guarantee does not replace remedies for breach of contract or misrepresentation. England and Wales law applies, with the courts of England and Wales having jurisdiction for business disputes, subject to any mandatory law that applies.

The version accepted for your campaign governs that campaign. Later website edits do not retrospectively reduce your rights.