Pop's Pocket-Watch Promise: late costs us, not you
Every Move and Counter has a launch-ready date in writing. If we miss it for reasons on our side, we refund 5% of the unit price for each business day late, up to 25%, without you filing a claim. The clock pauses only for things outside our hands. On the Standing Order, missing the one-day first response more than twice in a cycle makes the next cycle 25% off.
A worked example
A Tailored Move ($8,900, 15 business days) starts on a Monday after the Start Line is met.
| What happens | Effect on the date |
|---|---|
| Start Line met Friday; day 1 is Monday | Launch-ready date: Friday of week 3 |
| Design-direction approval sent on day 4; you reply on day 7 | Reply window is 2 business days, so 1 day pauses: date moves 1 business day later |
| We finish 2 business days after the new date | Refund: 2 × 5% × $8,900 = $890 |
| Had we been 7 days late | Refund capped at 25%: $2,225 |
What counts as launch-ready
Launch-ready means the store is built to the agreed spec, your data is imported and checked, the redirect map is loaded, and the store is ready for ownership transfer or domain switch. It doesn't depend on when you choose to go live. Many people launch on a quieter day of the week, and that's your call.
What pauses the clock
- Missing or broken access to the old platform or apps.
- Content, assets or answers we asked for and haven't received.
- Approvals past their window: 2 business days for the design direction (Tailored) and each design round (Made-to-Measure).
- Shopify platform incidents or app-vendor outages.
Pauses are day for day and written into the Basecamp project the day they start, so there's never an argument at the end about what happened.
How the refund is paid
It's a refund to the original payment method, not a credit toward future work, and you don't need to ask for it or fill in a form. If the unit was paid as two halves, it's calculated on the full unit price.
The Standing Order version
Our promise there is a first response within one business day on every new ticket. Miss it more than twice in a billing cycle and the next cycle is 25% off, applied automatically. See the monthly plan and the full terms.
Get a fixed price and a launch date in 15 minutes.
Tell us what you're running today. You'll have a written scope, a price that won't change and the date we'll be held to within one business day.