The Diagnostic
Diagnostic terms
The Diagnostic is a fixed-price look at where your business stands online, done by hand and presented to you in person or on a video call. These are the terms that apply when you book one. They are written in plain English on purpose; if anything is unclear, ask me before you book.
What you get
- A review of your website, search, AI search, Google profile and maps, and reviews.
- The enquiry test: one real phone call and one real form enquiry to your business, made as a customer would.
- A short written report with each area rated and a fix list in order of what each item is worth to you.
- A presentation of the report, in person in Melbourne or on a video call, within ten business days of the date we agree to start.
Price and payment
$750 plus GST, paid in full when you book. The price is fixed: there are no extra charges for the Diagnostic itself.
The credit
If you sign up for a project or an ongoing plan within 90 days of the presentation, the full $750 is credited to you. On an ongoing plan, it comes off your first three monthly invoices in equal parts (on a founding price, the seventh, eighth and ninth instead). On a project, it comes off the project’s invoices in order, and any part a small project doesn’t use comes off the next work you sign up for within those 90 days. If an ongoing plan ends before the credit has all been used, what’s left comes off your last invoice. The credit cannot be paid out as cash.
Access I may ask for
The Diagnostic works from what anyone can see in public. Where your own figures would sharpen it, I may ask you to add me to your Google Business Profile as a manager (it has no read-only role), or as a read-only user to Search Console or analytics. I never ask for your passwords. Access is optional, and you can remove it as soon as the report is presented.
The enquiry test
I will tell you the week the test call and form enquiry will happen, but not the day, so the result is real. I do not record the call. If you would rather I tell your team, or skip the test, say so.
Confidentiality
What I learn about your business stays between us. I do not share the report or your figures with anyone, and I do not use them in marketing without your written permission.
The report is yours
You can keep the report and act on it with me, with someone else, or on your own. My methods, templates and checklists remain mine.
The guarantee
If the Diagnostic doesn’t find at least three things worth fixing, tell me at the presentation and I’ll refund the full $750 plus GST. A refunded Diagnostic carries no credit.
Changing the date, cancelling and refunds
- You can move your presentation at no cost with at least two business days’ notice.
- If you cancel before I start the work, I refund the full fee.
- Once the work has started, the fee is not refundable, except where the Australian Consumer Law gives you a right to a remedy.
- If I cannot deliver the Diagnostic for any reason, I refund the full fee.
What I can and can’t promise
I promise to do the work with care and skill, and to tell you plainly what I find, even when it is not what you hoped to hear. I cannot promise any particular ranking on Google or mention by an AI tool, because no one controls those but the platforms. Nothing in these terms limits your rights under the Australian Consumer Law.
If something isn’t right
Tell me. My complaints process explains how I respond and how quickly.