1. What “measurable improvement” means

We define measurable improvement against the metrics that matter to your business. Before we start, we will agree the primary KPI with you in writing. Usually that is one of:

• Cost per lead (form submission or tracked phone call)
• Cost per acquisition (booking, sale, or qualified enquiry)
• Lead volume at a flat or reduced budget

Measurable improvement means a clear, measurable move in the right direction on that agreed primary KPI, compared to the 90 days prior to PositionWorks taking over. For new accounts with no previous data, the baseline is the first 30 days of our management.

We do not promise specific numbers. No agency can guarantee specific Google Ads results because click costs, competitor activity, search demand, and Google’s own auction dynamics are all outside our control. What we promise is that the trend is moving in the right direction on the agreed KPI.

2. Your responsibilities

For the promise to apply, you need to:

• Give us full admin access to your Google Ads account, Google Analytics 4 property, Google Tag Manager container, and Merchant Center if relevant
• Allow us to install or repair conversion tracking, including phone call tracking where appropriate
• Respond to leads within a reasonable timeframe (see section 4)
• Keep your landing pages live and functional and let us know about planned changes
• Pay invoices on time so management work continues without pause
• Be available for a 30 minute setup call and one mid period review call

If we cannot complete the setup because of missing access or unreturned approvals, the 90 day clock pauses until access is in place.

3. Tracking requirements

Tracking is the foundation of any promise of improvement. We cannot prove improvement without it.

You agree to allow us to:

• Set up or fix Google Ads conversion tracking
• Set up GA4 with proper events and conversions
• Install call tracking where calls are a significant part of your enquiry flow
• Install enhanced conversions where appropriate

If your tracking is fundamentally broken or unable to be fixed because of restrictions on your website (for example, you cannot install GTM, or your CMS blocks our access), and we have flagged this to you in writing, the promise is paused until tracking is working. We will tell you within the first 14 days if we believe tracking is going to be a blocker.

4. Client response time

Google Ads sends people to your business in real time. How quickly you respond to them affects whether they become customers.

You agree to respond to leads (form fills, calls, and other tracked enquiries) within 24 hours during business days. We do not require you to convert every lead. We do require you to engage with them.

If we can show that more than 50% of leads in any month went unresponded to for more than 48 hours, the 90 day promise does not apply to that period because we cannot fairly assess our management against an unworked lead pool.

Note: this 48 hour lead response window applies to leads generated by your live Google Ads campaigns and is separate from our 24 hour free audit turnaround for new prospects.

5. Ad spend

Your Google Ads spend is paid by you directly to Google. It is not part of our management fee and is not refundable by us under any circumstance.

The 90 day promise covers our management fee only. It does not cover any ad spend you have paid to Google during that period.

6. What is excluded

The 90 day promise does not apply if:

• You change your offer, pricing, opening hours, geography, or website significantly during the 90 days without telling us in advance
• Your website goes offline for more than 7 days in total during the 90 days
• You ask us to pause or reduce spend below the budget agreed at setup
• Conversion tracking is broken on your site and you do not let us fix it
• You do not respond to leads (see section 4)
• You do not pay your management fees on time
• You change your phone number, contact email, or form provider without telling us
• A major Google policy change or platform shift outside our control affects your industry (for example, a vertical being newly restricted)

We will always tell you in writing if we believe one of these exclusions applies. We do not use exclusions to avoid accountability. They exist because there are some situations where the result is not fairly on us.

7. How to claim

If you believe we have not delivered measurable improvement at the end of the 90 days, email Simon at [email protected] with the subject “90 Day Promise” within 14 days of the 90 day mark.

We will review the agreed KPI together using shared dashboards. If we agree the promise has not been met, we will:

• Waive your management fee for the month following the 90 day point
• Release you from any remaining initial term obligations
• Hand the account back to you cleanly, including any tracking, audiences, and assets we built

You stay in control of your Google Ads account, conversion data, and remarketing audiences at all times. We do not lock you in.

8. If the promise is met

If the promise is met, the agreement continues as normal under the main Terms and Conditions. We keep managing the account, you keep paying the monthly fee, and we move on to the next phase of optimisation.

The 90 day promise is a one off check, not a rolling guarantee. It is designed to make the first 90 days low risk so you can see what we do without the usual agency fear of being locked in to a year long deal.

9. Disputes

If we cannot agree whether the promise has been met, we will look at the agreed KPI data together. If we still disagree, you can ask an independent Google Ads consultant of your choice (not anyone we suggest) to review the data and make a recommendation. We agree to abide by their decision in good faith.

This clause does not affect your statutory rights as a consumer or business under UK law.

10. Changes to these terms

We may update these terms from time to time. The version that applies to you is the version that was live when you signed up. We will email you any material changes.

11. Contact

Email: [email protected]
Company: Suburbia Limited (trading as PositionWorks)
Registered office: 39 Lilestone Street, London, NW8 8SS
Company number: 10713013