Welcome. By purchasing or participating in the Brand Experience Review (“Service”), you (“Client”) agree to these Terms of Service (“Terms”).
The Service is provided by Ryan Craig (“we”, “our”, “us”) as an independent consultant.
If you are entering these Terms on behalf of a company or legal entity, you confirm you have the authority to bind that entity.

1. Overview of the Service

The Brand Experience Review is a fixed-scope, one-off advisory service designed to review how your business is experienced — by customers, teams, and the founder — and how that experience is shaping revenue, retention, reputation, and operational load.

The Service may include (but is not limited to):

• Review of customer communications (emails, chats, tickets, calls)
• Journey and friction analysis (pre-sale, post-sale, retention)
• Offer and messaging clarity review
• Operational handoffs and internal experience review
• Founder time, decision load, and pressure points
• Written insights, priorities, and recommendations
• Live walkthrough call of findings and next steps

The Service is advisory in nature.

We do not:

• Implement changes on your behalf unless agreed separately
• Act as a marketing agency, support team, or operations provider
• Guarantee specific commercial outcomes

2. Engagement Structure & Timing

The Brand Experience Review typically includes:

• One alignment call at the start of the engagement
• Independent review and analysis period
• One walkthrough call to present findings and priorities

Delivery timing depends on timely access and information from the Client.
Once required access is provided, findings are typically delivered within a reasonable review window, based on business size and complexity.

Specific timelines are indicative, not guaranteed.

3. Fees & Payment

• The Brand Experience Review is offered at a fixed, upfront fee
• Payment is required in full before work begins
• Payments are processed via Stripe
• Prices are listed in the stated currency at time of purchase
• VAT or local taxes may apply where required

4. Refund Policy

Due to the bespoke and time-based nature of the Service:

• No refunds are available once the review work has commenced
• If cancellation occurs before any work begins, a discretionary partial refund may be considered
• Once analysis or review has started, fees are non-refundable

5. Client Responsibilities

To enable effective delivery, you agree to:

• Provide accurate and complete information
• Share agreed read-only access to relevant systems where applicable
• Respond to reasonable requests in a timely manner
• Use insights and recommendations responsibly within your business

Delays caused by missing access or incomplete information may extend delivery timelines.

6. Confidentiality & Data Handling

All client information is treated as confidential.

• Your data is never sold or shared
• Access is limited to what is required for the review
• Read-only access is preferred wherever possible
• Data is stored securely using industry-standard tools

Data retention:

• Client materials are retained only as long as necessary for delivery and reasonable follow-up
• Deletion can be requested at any time after completion

7. Intellectual Property

Client Ownership

You own all deliverables created specifically for your business, including:

• Written reports
• Review summaries
• Recommendations and priority plans

Consultant IP

Ryan Craig retains ownership of:

• Proprietary frameworks
• Methodologies
• Templates and internal tools

You are granted a non-exclusive, perpetual licence to use delivered materials internally within your business.

Materials may not be resold, redistributed, or used for consulting or training others without written permission.

8. No Guarantees

The Service provides insight, diagnosis, and recommendations.
Outcomes depend on implementation, context, and external factors beyond our control.

We do not guarantee:

• Revenue growth
• Retention improvement
• Reputation outcomes
• Operational performance changes

9. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, or consequential losses
• We are not responsible for decisions made by the Client based on recommendations
• Our total liability is limited to the fee paid for the Service

10. Termination

We reserve the right to terminate the engagement if:

• Payments fail
• These Terms are breached
• Access is misused
• Abusive or inappropriate behaviour occurs

In such cases, fees remain non-refundable.

11. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of UK courts.

12. Contact

For questions regarding these Terms, contact:
hello@ryancraig.co

By purchasing or participating in the Brand Experience Review, you confirm that you have read, understood, and agreed to these Terms.