Guarantee Terms

Last updated: 7 November 2026

1. What this page is

We put the risk of this work on ourselves rather than on you. This page sets out exactly what we guarantee, what triggers each guarantee, what you get, what you need to do, and what the limits are. It is written to be read before you buy, and it is what we will be held to afterwards.

These Guarantee Terms form part of our Terms of Service and use the definitions in it. Where this page and anything else differ — our website, an advertisement, a landing page, a message or a call — this page governs.

They apply to Clients of Zafre Media, the trading name of AL UMA ALRAQAMI COMPUTER SYSTEMS DESIGN (trade licence no. 1183327, Dubai, United Arab Emirates), who have an accepted Order and are not in breach of it.

2. Which guarantees apply to which Plan

1. On-Time Launch — live in 10 Business Days or we pay $100 a Business Day. Starter: Yes. Booking System: Yes. Growth Plan: Yes.
2. Love-It-Or-100%-Back — 100% of your first payment back. Starter: No. Booking System: Yes. Growth Plan: Yes.
3. Pays-For-Itself — free work to day 180, then 60% of your project fee back. Starter: No. Booking System: Yes. Growth Plan: Yes.

Guarantees apply to project fees. They do not apply to Growth Plan monthly fees, to third-party costs you pay directly under section 5.4 of the Terms of Service, or to any change of scope.

3. Definitions used on this page

Project Start Date — the date we confirm in writing that your project has begun, after your first payment has cleared. All day counts on this page run from it unless stated otherwise.
Content Complete Date — the date we confirm in writing that we have received everything in section 7.1 of the Terms of Service and have the access we need. The launch window runs from this date.
Business Day — Monday to Friday, excluding UAE public holidays.
First payment — the first instalment of your project fee, normally 50% of it, as stated in your Order. Guarantee 2 refunds this amount in full, because at that point it is everything you have paid us.
Project fee — the total one-off fee for your Plan as stated in your Order, excluding Growth Plan monthly fees and any third-party costs you pay directly. Guarantee 3's refund is calculated on the project fee you have actually paid us, not on the first instalment alone.
Launch — your site published and reachable on your live domain.
Review Build — the first complete build of your site that we present to you for review before Launch.
Enquiry — a new, genuine contact from a prospective customer that arrives through a channel we built or set up: a form submission, a booking, a click-to-call or tracked phone call, or a message through a channel named in your Order. Spam, tests, duplicates from the same person inside 7 days, your own staff, suppliers, recruiters, sales approaches and existing scheduled customers do not count.
Enquiry Target — one number of Enquiries for the 90-day period, agreed by both of us in writing before work begins and recorded in your Order. It is set from the figures you give us — your prices, your average customer value and your close rate — so that the Enquiries it represents would cover your project fee.
Tracking Period — the 90 days from the Project Start Date, during which we count Enquiries and report them to you.

4. Guarantee 1 — the On-Time Launch Guarantee

4.1 What we promise

Your site will be live within 10 Business Days of the Content Complete Date.

4.2 What you get if we miss it

$100 for each Business Day between the deadline and the day your site goes live.

4.3 How the clock works

The clock starts at the Content Complete Date, not at your Order, and it pauses whenever we are waiting on you — for content, for account access, for an answer, for an approval, or for a payment. It restarts on the Business Day after we receive what we asked for. Days lost to a pause, to a change of scope under section 8 of the Terms of Service, to a suspension for late payment, or to a force majeure event under section 20 of those Terms, do not count as late days.

If you ask us to delay Launch, the new date you agree becomes the deadline.

4.4 Limits

The total payable under this guarantee is capped at $1,000 per Order. It is paid as a cash refund against the fees you have paid, or as a credit if you prefer, and is the only remedy for a late Launch.

5. Guarantee 2 — the Love-It-Or-100%-Back Guarantee

5.1 What we promise

When we present your Review Build, you decide whether it is right for your business. If it is not, you are not committed to it.

5.2 What you get

If you tell us in writing within 5 Business Days of us presenting the Review Build that it is not right for you, we refund 100% of your first payment and the Engagement ends. You owe nothing further.

5.3 What happens then

The Engagement ends on the day we confirm the refund. The Review Build, the template it was built on, and everything else we produced stay ours, and are not published, transferred or licensed to you. You keep your own content, your own accounts and your own domain, and we hand back any access we were given.

5.4 Limits

This guarantee is available once per Order, and only before Launch. It is not a right to a refund after Launch, after the 5 Business Days have passed, or after you have approved the site for Launch. It is not a substitute for the revisions your Plan includes: if the build is nearly right, tell us and we will adjust it under section 8 of the Terms of Service.

6. Guarantee 3 — the Pays-For-Itself Guarantee

6.1 What we promise

Before work begins we agree one Enquiry Target with you in writing, set from your own numbers so that the Enquiries it represents would cover your project fee. We then count every Enquiry your site produces during the 90-day Tracking Period and report it to you.

6.2 What you get if the target is missed

At day 90 — if you have not reached your Enquiry Target, we keep working at no additional cost, on a revised plan, until the target is reached or day 180 arrives, whichever comes first. You pay nothing more for that work.

At day 180 — if you still have not reached the Enquiry Target, we refund 60% of the project fee you have paid us.

6.3 What you keep either way

Whatever the outcome, everything we built and set up stays yours and stays live: your website, your Google Business Profile setup, your booking flow, your enquiry inbox, your tracking dashboard, your copy and your social and AI-search setup. The licence in section 11.2 of the Terms of Service applies, and nothing is taken back if a refund is paid.

6.4 Limits

The day-90 remedy and the day-180 remedy are the only remedies under this guarantee, available once per Order, and the refund is calculated on the project fee you have paid us, not on the first instalment alone. The guarantee does not promise revenue, profit, customers won, a search ranking, or a mention by any AI assistant — only the agreed number of Enquiries, counted as defined in section 3.

7. What we need from you for the guarantees to hold

These guarantees depend on things only you can do. A guarantee does not apply, and any period under it pauses, for as long as any of the following is true:

You have not given us the content and account access listed in section 7.1 of the Terms of Service, or have not answered an approval request within the window in section 6 of those Terms.
An invoice is overdue, or you have raised a chargeback instead of contacting us.
The tracking, analytics, booking flow or enquiry inbox we installed has been removed, disabled, blocked or broken, by you or by anyone acting for you, so that Enquiries cannot be counted.
The site has been changed by you or by another agency, developer or contractor without telling us, in a way that affects its performance or its tracking.
Your hosting, domain, Google Business Profile or a paid third-party tool the site relies on has lapsed, been suspended, been cancelled or been removed by its platform.
The numbers you gave us to set the Enquiry Target — your prices, your average customer value, your close rate — were materially inaccurate.
You asked us to publish content, claims or a structure we advised against in writing, and that is the cause of the shortfall.
You stopped responding to us for more than 21 consecutive days during the Tracking Period, or declined to do the things the revised plan at day 90 reasonably asked of you.
Your business stopped trading, changed what it sells, moved out of the service area in your Order, or cannot take the Enquiries the site produces — for example because bookings are not answered or your phone goes unanswered.
The shortfall is caused by a force majeure event under section 20 of the Terms of Service.

We will tell you in writing as soon as we think one of these applies, so you can fix it. We will not rely on one of these to refuse a claim without having told you about it at the time and given you a reasonable chance to put it right.

8. How to make a claim

Write to us at hello@zafremedia.com with your business name, your Order reference, which guarantee you are claiming, and the dates or numbers you are relying on.
Do it in time. Within 14 days of Launch for Guarantee 1; within 5 Business Days of the Review Build for Guarantee 2; within 14 days of day 90 or day 180 for Guarantee 3.
We will reply within 5 Business Days, confirming the claim or explaining precisely which part of section 7 we believe applies and what would resolve it.
Approved claims are paid within 14 Business Days of us confirming them, by the same method you paid us, in the currency you paid, net of any transfer or processing charge the provider deducts. Where you prefer, we will issue a credit instead.
If we disagree, section 25 of the Terms of Service applies: we talk first, in good faith, for 30 days.

The Booking Tracker dashboard and our monthly reports are the record of Enquiries for the purposes of a claim. If you believe the count is wrong, tell us during the Tracking Period and we will check it; we cannot reconstruct an Enquiry that was never tracked.

9. Limits that apply to all three guarantees

Each guarantee can be claimed once per Order.
You may claim more than one guarantee only where the facts genuinely trigger each of them. There is no double recovery for the same event, and a refund under Guarantee 2 ends the Engagement, so Guarantee 3 cannot follow it.
These guarantees are your sole and exclusive remedies for the matters they cover: a late Launch, a Review Build you do not want, and a missed Enquiry Target.
Everything paid under these guarantees counts towards the liability cap in section 17 of the Terms of Service.
Guarantees are personal to the Client named in the Order. They are not transferable and do not pass to a buyer of your business.
Guarantees apply to project fees only. Growth Plan monthly fees are not covered and are not refundable.
A guarantee period pauses, and its deadline moves by the same number of days, whenever section 7 of this page or section 20 of the Terms of Service applies.

10. What we do not guarantee

So there is no doubt: we do not guarantee a position in Google or any other search engine, a mention or recommendation by any AI assistant or answer engine, a number of visitors, a number of customers won, revenue, profit, return on investment, the approval or continued display of any third-party listing or advert, or that any platform will not change its rules. Section 13 of the Terms of Service covers this.

What we guarantee is in sections 4, 5 and 6 of this page, and nothing else.

11. Changes to these Guarantee Terms

We may change this page for new Orders. The version that applies to you is the one in force on the date of your Order, and we will not change it for an Order already placed without your written agreement. Ask us for a copy at any time and we will send it.

12. Contact

Zafre Media
AL UMA ALRAQAMI COMPUTER SYSTEMS DESIGN — Trade Licence No. 1183327
Plot 13-S1, Dubai Investment Park 1
Dubai, United Arab Emirates
hello@zafremedia.com