What the review does.
And what it doesn’t.

Scope and agreement

These terms apply when you request, accept or purchase a Less Friction Digital snapshot, scorecard, expert review or diagnostic. They operate with the scope shown on the relevant product page and any written order confirmation, proposal or statement of work.

A review is an expert evaluation of the agreed digital experience using the information, access, pages, journeys, devices and context included in the confirmed scope. Anything outside that scope, including additional URLs, user groups, research, design production or implementation, requires separate agreement.

Your information, access and responsibilities

• Provide reasonably accurate business, audience, purpose and outcome information.
• Confirm that you own the experience or are authorised to ask us to examine it.
• Provide agreed access and materials on time through an appropriate channel.
• Tell us about known constraints, regulated content, accessibility requirements or important journeys.
• Do not provide personal, confidential or production data unless it is necessary and we have agreed on a secure method.

Our findings depend on the material and access available at the time. Missing, inaccurate or late information may limit the review, affect delivery timing or require a revised scope.

Scoring, findings and projected rescores

LFD scores are structured expert assessments designed to make strengths, risks and priorities easier to understand. They are not a certification, industry accreditation, legal compliance result or universal measurement of commercial performance.

A score reflects the agreed pages or journey, available context, observable evidence and LFD’s scoring framework at the time of review. Another product, audience, reviewer, research study or later version of the experience may produce a different result.

A potential rescore is an informed estimate of how the reviewed experience might improve if recommendations are implemented effectively. It is not a promise that the score, conversion, revenue, retention, accessibility, search ranking or another business outcome will increase by a particular amount.

Delivery, feedback and changes

The included deliverables, review depth, turnaround, URL or journey limits, devices, meeting time and follow-up are those stated at purchase or in writing. Delivery dates begin once required information, access and payment have been received.

We may use reasonable professional judgement to focus on the issues most relevant to the stated outcome. Unless expressly included, reviews do not cover every screen, browser, device, technical defect, accessibility criterion, security vulnerability, legal obligation or edge case.

You should raise a question about the supplied deliverable within seven days. Clarification of an existing finding is different from a new review, expanded scope, redesigned concept or implementation request.

Confidentiality, intellectual property and use

Each party must use reasonable care with the other party’s confidential information and use it only for the engagement, except where disclosure is authorised or required by law.

Once applicable fees are paid, you may use the final client-specific review and recommendations internally for your business. LFD retains ownership of its underlying methods, scoring framework, templates, reusable components, know-how and pre-existing materials.

You may share your final review with staff and implementation partners working for your organisation. You must not resell it, present it as another provider’s work, remove LFD attribution from a public extract, or use the framework to create or train a competing review product without written permission.

We will not publicly identify your organisation, publish screenshots, use a testimonial or turn the engagement into a case study without permission.

Fees, cancellation and refunds

Prices are in Australian dollars unless stated otherwise. Payment timing is shown at checkout, in the order confirmation or proposal. Third-party payment fees and applicable taxes will be shown or dealt with as required.

If you cancel before work starts, contact us promptly. If work has started, we may retain or charge a reasonable amount for work already completed and non-recoverable costs, subject to applicable law. Where a custom engagement is delayed by missing client inputs, we may reschedule delivery.

If LFD cannot provide an agreed paid service, we will offer an appropriate remedy. Nothing in these terms excludes or limits consumer guarantees or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Decisions, implementation and limits

You remain responsible for business decisions, legal and regulatory compliance, technical changes, backups, testing and implementation. Recommendations should be considered alongside your data, constraints, users and specialist advice.

We do not guarantee a particular commercial, technical or user outcome. To the extent permitted by law, LFD is not responsible for indirect or consequential loss arising from decisions made without appropriate validation, changes made by you or another provider, third-party platforms, or circumstances outside the agreed review.

Nothing limits liability that cannot legally be limited. Any specifically negotiated liability arrangements in a signed proposal or statement of work take precedence for that engagement.

Concerns and contact

If something is unclear or you believe the service has not matched the agreed scope, contact lessfrictiondigital@gmail.com. We will first try to resolve the issue directly and practically.

These terms are governed by the laws of Queensland, Australia, subject to non-excludable rights under applicable law. We may update them for future orders; the version accepted when an order is confirmed applies to that order unless we agree otherwise.