---
title: "Satisfaction guarantee"
description: "Every delivery is measured against acceptance criteria you approved. A missed criterion is fixed free of charge — if the miss remains, that milestone is free."
url: https://torn.studio/en/satisfaction-guarantee
locale: en
---

# Satisfaction guarantee

> **Short answer:** Every project starts with a requirements list of measurable acceptance criteria you approve before the build begins, and is delivered in milestones you approve one at a time. If a delivery misses an approved criterion, we fix it free of charge. If the miss remains after the fix, that milestone is free.

- **Fixed free of charge.** If a delivery misses a criterion you approved, we correct it free of charge. This applies at every milestone review, and for 30 days after final delivery.
- **The milestone is credited.** If the miss remains after the fix, you pay nothing for that milestone. Milestones you have already approved are settled and stand.
- **An exit at the concept.** Up until the first concept is approved, you can end the project and pay only for the specification. The requirements document is yours to keep.

## How it works

- **The requirements list.** The project starts with a requirements document: deliverables, measurable acceptance criteria and a timeline. You approve it before the build begins — it is the yardstick everything is measured against.
- **The milestones.** We set the milestones together in the contract phase, sized to the project. Each milestone has its own deliverables and criteria, and you approve them one at a time.
- **The review.** At every delivery we walk through the criteria point by point. You give feedback within five working days, and requirements added after the specification are priced separately as a change.

## Outside the guarantee

- Business outcomes such as rankings, traffic and revenue — the guarantee covers what can be measured at delivery.
- Requirements added after the approved specification. They are priced and scheduled as changes.
- Third-party services: their pricing, outages and behavior.
- Milestones you have already approved — the approval closes them.

## How to claim the guarantee

Email hello@torn.studio within 30 days of delivery, naming the milestone and the criterion that was missed. We reply with a correction plan or a credit decision.