Service Policies

1.1 Deposits. Larger fixed-price engagements are booked with a deposit. The Operations Walkthrough is payable on the day of the visit, with nothing due when you book it. The Leak Audit, Leak Audit + Fix Plan, and Multi-Site Diagnostic are 50% when the engagement is booked and 50% on delivery of the written report. Monthly retainers are billed monthly in advance, as set out in the Retainer Policy below.

1.2 Dates are held once the deposit is received. GRWN does not reserve dates against an unpaid deposit, because a held date is a date not offered to anyone else.

1.3 Invoices. Deposits are payable on receipt. Balances are payable within 14 days of the invoice date. All amounts are in US dollars. Fees are exclusive of any sales or use tax that may apply; where tax applies it is shown separately on the invoice.

1.4 Travel and expenses. On-site work within about two hours of Newton, New Jersey is included in the published fees. Work outside that area, and any cost specific to your engagement such as overnight accommodation, software, or materials, is agreed with you in writing before it is incurred and invoiced at cost with no markup.

1.5 Late payment. If an invoice is overdue, GRWN may pause work until the balance is settled and may charge interest of 1.5% per month on the overdue amount. GRWN will contact you before doing either. Work resumes when payment is received.

1.6 Disputed invoices. If you think an invoice is wrong, tell GRWN within 14 days of receiving it and the disputed part is put on hold while it is sorted out. The undisputed part remains payable on the original date.

2.1 Before work begins. You may cancel a booked engagement at any time before work begins, for any reason, and any amount you have paid is refunded in full. Work is treated as beginning on the first day of on-site or scheduled remote work, whichever comes first.

2.2 After work begins. Once work has begun, fees for work already performed are non-refundable, because the time has been spent and cannot be resold. If you cancel partway through a multi-day engagement, you are charged only for the days worked and for any non-recoverable costs already committed, and the balance is returned.

2.3 If you disagree with the findings. A diagnostic is delivered once the written report and the session walking you through it have been provided. Disagreeing with what it says, or concluding that you already knew it, does not make the work undelivered and is not a basis for a refund. If you believe something in the report is factually wrong, tell GRWN and it will be checked and, where it is wrong, corrected at no charge. More generally, dissatisfaction with delivered work is not by itself a basis for a refund, a discount, or a reduced invoice.

2.4 If the work is not delivered. If GRWN fails to deliver the agreed deliverable and the reason is within GRWN's control, you receive a full refund of amounts paid for that deliverable. This is separate from the No-Guarantee Disclaimer below: not delivering the report is a refund matter, and the business outcome that follows from the report is not.

2.5 The Operations Walkthrough credit. The Operations Walkthrough fee is credited in full against the fee for a Leak Audit, provided the Leak Audit is agreed in writing within 30 days of the Walkthrough summary being delivered to you. The credit applies once, to a single engagement, and has no cash value on its own. If the Leak Audit is subsequently cancelled by you after work on it has begun, the credit is forfeited and the Walkthrough fee stands as charged.

2.6 Rescheduling. Scheduled work may be moved once at no charge with at least five business days' notice. Later changes, or repeated changes, may incur a charge for time that could not be reallocated, which will be told to you before it is applied.

2.7 The 30-day follow-up. Where an engagement includes a follow-up, it is a site visit or a telephone call of up to 30 minutes, held within 30 days of the written review being delivered to you. GRWN honors the follow-up whether or not you continue with any further work, and whether or not you acted on what was found. It is part of what you already paid for, and declining further work does not forfeit it.

2.8 How to request a refund. Email [email protected]. Requests are answered within five business days, and approved refunds are returned by the original payment method within ten business days of approval.

3.1 What you are buying. A retainer buys an agreed amount of GRWN's time and attention each month, described in your Service Agreement. It is not a fixed list of deliverables, and it is not an unlimited call on GRWN's time.

3.2 Billing. Retainers are billed monthly in advance. The monthly amount, the start date, and any minimum term are stated in your Service Agreement before you sign.

3.3 Renewal. After any minimum term, the retainer continues month to month until either party ends it. You will be told the monthly amount, the billing date, and how to cancel before you agree to the first payment, and those terms are repeated on every invoice.

3.4 Cancelling. Either party may end a retainer with 30 days' written notice, effective at the end of the following billing month. Notice by email to [email protected] is sufficient and is the only step required. You never have to telephone anyone, sit through a retention offer, or give a reason. Cancelling is deliberately no harder than starting.

3.5 Unused time. Retainer time is allocated monthly and does not roll over into the following month, because the capacity was reserved for you whether or not it was used. Where a month is unusually light and the following month is unusually heavy, GRWN will accommodate that where it reasonably can.

3.6 Pausing. A retainer may be paused by agreement for up to two consecutive months. Paused months are not billed, and the arrangement resumes on the agreed date without a new agreement.

3.7 Rate changes. The monthly amount does not change during a minimum term. Afterwards, any change requires at least 30 days' written notice before it takes effect, and you may cancel within that notice period without paying the new rate.

3.8 Late payment. If an invoice is unpaid, GRWN may pause work until the balance is settled. Work resumes once payment is received. Repeated late payment may be grounds for ending the engagement under the Terms of Service.

3.9 Business clients. GRWN's services are sold to businesses and organizations, not to consumers for personal, family, or household purposes. This policy is written to meet the standards applied to consumer subscriptions regardless, because those standards describe how GRWN intends to behave.

4.1 No guaranteed outcome. GRWN does not guarantee any specific financial result, revenue increase, cost saving, efficiency gain, or timeline. Operational work depends on decisions, people, market conditions, and follow-through that are outside GRWN's control.

4.2 About the figures published by GRWN. Figures on getgrwn.com and in GRWN's materials describe specific past engagements and specific businesses. They are examples of what happened in those situations. They are not typical results, not averages, not projections, and not a representation of what your business will achieve. Some figures describe work GRWN supported alongside others rather than performed alone, and each is described accordingly where it appears.

4.3 Findings are not outcomes. A diagnostic engagement identifies where money or time appears to be leaking. Identifying a leak is not the same as recovering the money. Whether findings turn into a financial result depends on whether, and how well, they are acted on by you and your team.

4.4 Estimates are estimates. Dollar figures in GRWN's reports are calculated from the information available at the time, which is usually information provided by you. They are informed estimates, they can be wrong, and they should be checked against your own records before you rely on them for a material decision.

4.5 Not professional advice. GRWN does not provide legal, tax, accounting, audit, investment, insurance, or medical advice, and nothing GRWN produces should be treated as any of those. Where a matter calls for a licensed professional, engage one.

4.6 Your decisions remain yours. You remain responsible for decisions made about your business, including decisions informed by GRWN's work.

5.1 GRWN will never ask for your passwords. Not for your email, your bank, your accounting software, your point of sale, or anything else. If you ever receive a request appearing to come from GRWN asking for a password, a one-time code, or a two-factor authentication code, it is not from GRWN. Do not act on it, and tell us at [email protected].

5.2 How access is actually granted. Where GRWN needs access to a system, you grant it through that system's own sharing or user-management features: a named user account issued to GRWN, a delegated or guest account, a view-only share, or an export you produce yourself. Access is always traceable to a named individual and is always revocable by you.

5.3 Least access necessary. GRWN asks for the narrowest access that allows the work to be done, and read-only wherever read-only is enough. If GRWN asks for more than seems necessary, ask why, and say no if the answer does not satisfy you.

5.4 You can revoke at any time. You may withdraw any access at any time without notice and without explanation. Doing so may pause work that depends on it, and GRWN will tell you if that is the case.

5.5 At the end of an engagement. GRWN will tell you what access it holds and ask you to revoke it. GRWN also removes its own copies of your material in the ordinary course, except where a record must be kept for legal, tax, or accounting reasons, as described in the Privacy Policy.

5.6 On your premises. Site visits happen at times you agree, and GRWN follows your site rules, safety requirements, and visitor procedures. GRWN will not photograph or record anything on your premises without asking you first.

5.7 Confidentiality. Everything GRWN sees under this notice is confidential under the Terms of Service. GRWN will sign your non-disclosure agreement before work begins, or provide its own if you prefer.

5.8 AI-assisted tools. GRWN uses AI-assisted tools when preparing analysis and documents. Anything that identifies your business is processed only on GRWN's own equipment, using tools that run locally and send nothing to an outside service. Where a general-purpose AI service is used, it is used for work that does not name you, describe you, or contain your figures. Output is read and checked by a person before it reaches you, and remains subject to the No-Guarantee Disclaimer above.

5.9 Why it is written that way. Consumer AI services let you switch off model training, but switching it off does not delete what they hold, retention periods are theirs to change, and a court order can require them to keep material they would otherwise have removed. GRWN therefore does not rely on those settings for anything identifying you. Keeping that work on local equipment is a rule GRWN follows, not a promise about somebody else's product.

6.1 The commitment. getGRWN wants this website to be usable by everyone, including people who browse with a screen reader, navigate by keyboard alone, need larger text, or prefer reduced motion. We aim to meet the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA.

6.2 What has been done. Every image carries a text alternative. Every form field has a visible, programmatically associated label. Headings follow a correct order so a screen reader can navigate by structure. Body text meets or exceeds the 4.5:1 contrast ratio required at Level AA. A skip link lets keyboard users jump past the navigation. Interactive elements show a visible focus outline. The site honours your operating system's reduced-motion setting, turning off smooth scrolling and fade-in animation if you have asked for less movement. The menu button reports its open or closed state to assistive technology.

6.3 Where it may still fall short. This site has been checked by hand rather than audited by a specialist, and no automated check catches everything. Some pages are long, and the contact form depends on a third-party service whose behaviour we do not fully control.

6.4 Tell us and we will fix it. If any part of this site stops you getting what you need, email [email protected] or call (862) 203-8288 and say what happened and what you were trying to do. We aim to reply within five business days and to fix genuine barriers promptly. If something here is unusable for you, ask for it another way and you will get it. Any service getGRWN offers through this website is available by phone or email instead, at no extra cost and with no disadvantage to you.

6.5 Last reviewed. September 18, 2026.