Refund Policy & Performance Guarantee Terms

Clutch The Close Effective Date: As applicable per signed engagement contract

1. Overview

This Refund Policy governs the "Broken? We Buy It Back" Guarantee offered by Clutch The Close ("CTC", "we", "us") to clients ("Client", "you") who have engaged us for our 90-day done-for-you sales system installation and coaching engagement.

This policy is binding and forms part of the engagement agreement signed between CTC and the Client. By engaging with CTC, the Client agrees to all terms outlined below.

2. The Guarantee, Stated Plainly

If, within the 90-day engagement period, the sales system installed by CTC does not outperform the sales process the Client was running prior to engagement, CTC will pay for a third-party sales consultant (selected by the Client, subject to qualification criteria below) to audit the work delivered.

If the third-party auditor concludes that CTC's deliverables were the cause of underperformance, the Client is entitled to a full refund of fees paid for the engagement.

3. Eligibility for the Guarantee

The Client is eligible to invoke this guarantee only if every single one of the following conditions is met without exception. Failure to meet even one condition voids the guarantee in full and disqualifies the Client from any refund claim.

a) The Client has completed full onboarding within 7 days of contract signing and has provided all assets, access, credentials, recordings, CRM data, lead source information, and any other materials requested by CTC within the timelines specified by CTC. Any delay caused by the Client extends CTC's deliverable timelines proportionally and does not count against the 90-day window.

b) The Client has attended 100% of scheduled weekly 1-on-1 coaching sessions. Sessions missed by the Client cannot be rescheduled beyond one calendar week, and missed sessions are forfeited. A maximum of one rescheduled session is permitted across the entire engagement, with at least 48 hours of written notice to CTC.

c) The Client has implemented the Pitch Codex, sales process, follow-up systems, hiring infrastructure, and any other deliverable installed by CTC exactly as installed, with zero modifications, edits, deletions, additions, or deviations of any kind. Any modification, however minor, voids the guarantee. Modifications include but are not limited to changes to scripts, frameworks, sequencing, follow-up cadence, CRM structure, automations, and hiring scorecards.

d) The Client has run a minimum of 150 sales calls under the installed system within the 90-day engagement window, with no fewer than 40 calls in any 30-day period. Call volume below this threshold is treated as insufficient data and disqualifies the Client from invoking the guarantee.

e) The Client has provided CTC with full call recordings (audio and video where applicable), complete CRM data, lead source data, ad spend data, pipeline reports, and pre-engagement performance baselines for the entire 90-day period. Recordings must be submitted within 48 hours of each call. Missing or incomplete recordings beyond 5% of total call volume voids the guarantee.

f) The Client has paid all invoices in full and on or before the due date. A single late payment, partial payment, or outstanding due of any amount voids the guarantee permanently and irrevocably, regardless of subsequent payment.

g) The Client has not engaged, consulted, hired, paid, or taken advice from any competing sales consultant, sales trainer, sales coach, closer-training provider, or sales infrastructure provider during the engagement period and for 60 days following completion. This includes free consultations, paid programs, courses, masterminds, and 1-on-1 advisory of any kind related to sales.

h) The Client has not publicly disparaged, defamed, or made negative public statements about CTC, its founders, employees, or methodology during the engagement period or thereafter. Any such conduct voids the guarantee permanently.

i) The Client raises a refund request in writing, signed and dated, within 15 days of completion of the 90-day engagement. Requests submitted after this 15-day window are not entertained under any circumstance, regardless of reason, including but not limited to illness, travel, business disruption, or oversight.

j) The Client must, at the time of raising the refund request, submit a complete data package containing pre-engagement performance metrics, post-engagement performance metrics, all call recordings, CRM exports, and a written statement of the specific deliverables alleged to have caused underperformance. Incomplete submissions are not entertained and the 15-day window is not extended for resubmission.

k) The Client has maintained the same offer, pricing, target audience, and lead source throughout the 90-day engagement. Any change to the offer, price, audience, or lead source during the engagement voids the guarantee, as performance cannot be attributed to the system under changed conditions.

l) The Client has maintained ad spend, organic content output, or lead generation activity at no less than 90% of the volume reported at onboarding. A drop in lead volume caused by reduced Client activity voids the guarantee.

4. Qualification Criteria for the Third-Party Auditor

The Client may propose a third-party sales consultant to conduct the audit, provided the auditor meets every single one of the following minimum standards.

These standards are non-negotiable and exist to ensure the audit is conducted by a genuinely qualified, independent practitioner whose credentials are at least equivalent to CTC's.

Experience:

Minimum 5,000 documented sales calls personally taken on high-ticket offers (₹50,000+ AOV or $1,000+ AOV equivalent), with documentation in the form of call recordings, CRM exports, or sworn affidavit

Minimum 7 years of continuous, active, full-time experience in sales consulting, training, or closing specifically for coaches, consultants, or agencies. Part-time, sabbatical, or interrupted experience does not count

Verifiable track record of generating at least ₹40 Crore (or $4.8 million equivalent) in attributable client or personal revenue, supported by written attestations from at least 3 clients

Track Record:

Has personally closed at least 500 high-ticket deals

Has trained or consulted for at least 50 clients in the coaching, consulting, or agency space, with at least 25 of those clients having generated ₹1 Crore+ in revenue under the auditor's guidance

Can produce written, signed testimonials from at least 10 verifiable clients, along with video testimonials from at least 5

Has published written material, courses, or public content on sales methodology that predates this engagement by at least 24 months

Independence:

Has no current or prior business, financial, personal, family, or social relationship with the Client, the Client's spouse, business partners, employees, or immediate family

Has no current or prior business, financial, personal, family, or social relationship with CTC, its founders, co-founders, employees, contractors, trainees, alumni, or affiliates

Is not a direct or indirect competitor running an identical or substantially similar service offering to CTC

Is not a former CTC client, employee, contractor, trainee, community member, or anyone who has consumed CTC's paid or free content within the last 24 months

Has no financial interest, equity, advisory role, or commission arrangement with the Client's business or any business the Client has equity in

Must sign a sworn declaration of independence and impartiality before commencing the audit. False declaration voids the audit and the guarantee

Commercials:

Standard consulting rate does not exceed ₹3,000 per hour (or $40 per hour equivalent). Auditors charging above this threshold are excluded to prevent inflated costs and to ensure the auditor is operating at a market-comparable rate.

CTC reserves the right to negotiate a flat audit fee in lieu of hourly billing.

The auditor must agree in writing to a fixed delivery timeline before commencing work

Verification:

The Client must submit the proposed auditor's full professional profile, signed CV, complete client list (anonymised where contractually required, but with verifiable references available to CTC), rate card, published work, sample audit reports from prior engagements, and a sworn declaration of independence to CTC in writing.

CTC has 14 business days to approve or reject the auditor based on the criteria above. CTC's decision on auditor qualification is final and not subject to challenge.

If the Client's proposed auditor is rejected, the Client may propose alternates. The Client is permitted a maximum of 3 auditor proposals. If all 3 are rejected by CTC for failing to meet the criteria above, CTC will nominate 3 qualified auditors meeting the above criteria, and the Client must select one of the three within 7 days. Failure to select within 7 days voids the guarantee.

The Client bears the cost of background verification of the auditor's credentials if CTC requests independent verification.

5. Scope of the Audit

The third-party auditor will be provided with the following materials by CTC and

the Client jointly:

The complete Pitch Codex installed for the Client

The sales process documentation

Follow-up system templates and automations

Hiring campaign assets (if applicable)

Recordings of all sales calls taken under the installed system during the 90-day window

CRM data, lead source data, ad spend data, and pipeline reports for the 90-day window

Pre-engagement sales performance baseline (close rate, AOV, revenue, call volume) provided by the Client at onboarding

The auditor will evaluate:

a) Whether the system installed by CTC was correctly built per industry standards

b) Whether the Client implemented the system as installed, without modification

c) Whether underperformance, if any, is attributable to the CTC deliverables, the Client's execution, the offer itself, lead quality, or external market factors

d) A written report of findings within 21 days of receiving materials

6. Refund Determination

Full Refund: If the auditor concludes in writing that CTC's deliverables were the sole and primary cause of underperformance, CTC will refund 100% of fees paid for the engagement within 45 business days of receiving the audit report. CTC will also bear the full cost of the audit up to the cap defined in Section 4.

No Refund: If the auditor concludes that underperformance is attributable in whole or in part to the Client's execution, the offer, the market, lead quality, or any factor outside CTC's deliverables, no refund is issued.

Partial Refund: If the auditor concludes that some deliverables were the cause of underperformance and others were not, the auditor will recommend a partial refund percentage. CTC will honour this recommendation within 45 business days, capped at 50% of fees paid.

The auditor's decision is final and binding on both parties. No appeals, reconsiderations, or further reviews are permitted.

7. What This Guarantee Does Not Cover

The guarantee explicitly excludes refunds in the following scenarios:

a) The Client did not implement the system as installed

b) The Client modified the Pitch Codex, sales process, follow-up systems, or any other deliverable in any way

c) The Client's offer, pricing, audience, or product was changed during the engagement

d) The Client's lead source, lead quality, or ad spend dropped during the 90-day window

e) The Client did not maintain the minimum call volume defined in Section 3(d)

f) The Client missed coaching sessions or did not engage with the support channel

g) The Client engaged or hired closers without CTC's vetting framework

h) Market conditions, regulatory changes, platform changes, or external events materially impacted the Client's business

i) The Client requested a refund based on personal dissatisfaction with the format, pace, communication style, or personality of CTC team members rather than measurable underperformance

j) The Client's underperformance is attributable to product delivery issues, refunds issued by the Client to their own customers, or post-sale fulfilment problems

k) The Client's business experienced founder unavailability, team turnover, health issues, or personal disruption during the engagement

l) Any condition in Section 3 was not met in full

8. Process for Invoking the Guarantee

To invoke this guarantee, the Client must:

Submit a written, signed, dated notice to CTC at the registered email within 15 days of completion of the 90-day engagement

Include the complete data package defined in Section 3(j)

Propose a qualified third-party auditor per Section 4 within the same 15-day window

Provide all materials required for the audit within 7 days of auditor approval

Cooperate fully with the auditor through the review window

Bear the cost of any delays caused by the Client during the audit process

Failure to follow this process exactly voids the guarantee.

9. Outside the Guarantee: General Refund Terms

Outside the specific guarantee terms above, CTC operates a strictly no-refund policy. This includes but is not limited to:

a) Change of mind or change in business circumstances after engagement begins

b) Client-initiated termination of the engagement before completion

c) Failure of the Client to participate, implement, or engage

d) Fees paid for completed work, completed coaching sessions, or delivered assets

e) Disputes raised after the 15-day window from completion of the 90-day engagement

All fees paid to CTC are non-refundable except as provided under Sections 2 through 6 of this policy.

10. Dispute Resolution

Any dispute arising from this policy will be resolved exclusively through arbitration in Jaipur, Rajasthan, under the laws of India. The arbitrator's decision will be final and binding. Both parties waive the right to litigate disputes covered by this policy in any court. The Client bears their own legal and arbitration costs.

11. Amendments

CTC reserves the right to amend this policy at any time. The version of this policy in effect at the time of the Client's signed engagement contract is the binding version for that Client. Amendments do not apply retroactively to existing engagements.

12. Contact

For all refund requests, auditor proposals, or questions about this policy:

Clutch The Close Email: [email protected] Address: A-67, Parth Sarthi Residency, Awadhpuri, Jaipur, Rajasthan, India Website: clutchtheclose.com

This policy is built to protect both the Client and CTC. The guarantee is real. The criteria are firm. The process is clean.