Clear terms, before the work begins.

1. The Emotional Friction Audit

The £750 Audit is a focused business-to-business review of one agreed website or customer journey. It includes five identified friction points, five recommendations, and a written or recorded evaluation. Implementation, design production, research, testing and additional routes are excluded unless agreed separately in writing.

2. Timing and information

The five-working-day turnaround begins once payment has cleared and all information reasonably needed for the review has been received. You are responsible for supplying accurate information and for confirming that you have authority to share it.

3. Payment, scheduling and cancellation

Payment is required before work begins and reserves capacity. If you need to change scope or timing, email before payment. If EA cannot accept the work, payment will be returned. Any cancellation or refund request will be considered against work already scheduled or completed and any non-recoverable cost.

4. Recommendations and outcomes

The Audit provides strategic and creative judgement, not legal, financial, medical or regulated professional advice. Recommendations do not guarantee a particular commercial result. You remain responsible for implementation, testing, approvals and business decisions.

5. Confidentiality and intellectual property

Information supplied for the Audit will be treated as confidential, subject to lawful disclosure requirements. Once the fee is paid, you may use the final recommendations internally for the agreed business. EA retains its pre-existing methods, frameworks, know-how and reusable tools. Wider licensing, resale, publication or transfer requires written agreement.

6. Website material

Unless stated otherwise, website material belongs to Emotional Architecture Ltd or its licensors. Independent concept studies are illustrative, are labelled as such, and do not imply a client relationship or endorsement.

7. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.