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If something goes wrong

Something's not right?
You won't be left guessing.

Things break sometimes, even on well-built apps. What matters is that you know what's happening, what I'm doing about it, and when you'll hear from me next.

Email hi@shebuilds.online

How to tell me

  1. What you were trying to doe.g. "I tried to book a slot as a customer."
  2. What happened insteadA screenshot or a short screen recording is perfect.
  3. Is anyone affected right now?If customers, payments or private data are involved, put URGENT in the subject.

You don't need the technical words. Describe it however makes sense to you.

How fast I respond

My hours are 9am to 5pm UK time, Monday to Saturday.

Something looks off

A typo, a layout glitch, a button in the wrong place.

Reply: I reply within 2 working days.

Fix: Fixed free within 7 days of handover.

Something isn't working

A form isn't saving, an email isn't sending, a page shows an error.

Reply: I reply within 1 working day, and update you every working day until it's fixed.

Fix: Fixed free within 7 days of handover, or if it's in what we agreed.

Money, data or your customers are affected

Payments failing, someone seeing data they shouldn't, the site down.

Reply: Put URGENT in the subject line. I reply the same working day.

Fix: First I stop the harm, then I fix the cause, then you get a written summary.

What I'll always do

  1. Tell you I've seen itEven before I know the answer, with the time of my next update.
  2. Stop the harm firstIf customers or payments are affected, I switch that part off or roll it back before fixing the cause.
  3. Explain it in plain EnglishWhat happened, who's affected, what I've done, and whether you need to do anything (usually not).
  4. Give you the choiceIf there's a quick fix and a proper fix, I'll tell you the difference and let you decide.
  5. Show you it workingA short video, and what I've changed so it doesn't happen again.

If you're not happy with the work

Tell me straight. I'd much rather know. I'll ask for the two or three things that bother you most and come back within 2 working days with what I'll change and when.

If it turns out we're not the right fit, we'll talk about a refund for the work that hasn't met what we agreed. You won't be left stuck. Your statutory rights are never affected. See the refund policy.

Agreed before any project starts

  • What's included, and what isn't
  • Who owns the Base44 account, and when I get access
  • How many rounds of changes, and what a change costs after that
  • 7 days of free fixes after handover
  • The date, and what happens if it moves