How Outgriid packages are delivered: scheduling, call format, rescheduling, missed calls, written follow-up and validity.
1. How the service is delivered
Every package is delivered online. Calls are live, one-to-one video calls of up to 60 minutes on Google Meet or Zoom, held in English. Written materials (summaries, plans, reviews and feedback) are sent by email or shared as online documents. There are no physical goods and nothing is shipped.
2. After you pay
- Stripe emails you a receipt straight away.
- Within 24 business hours we email you from support@outgriid.com with a link to book your first call and a short questionnaire about your business.
- We aim to hold your first call within 7 days of purchase, depending on your availability.
Business days are Monday to Friday, excluding Brazilian national holidays. Our working hours are Monday to Friday, 9:00 to 18:00 Brasília time (UTC-3). We offer call times across that window so that clients in the Americas and Europe can find a slot.
3. Before each call
Before the first call we review your website and the answers to your questionnaire. If you give us view-only access to tools such as Search Console, Google Analytics or an ad account, we review those too. Before later calls we look at the progress since the previous one.
4. After each call
Within 2 business days after each call, we send a written summary with the decisions made and the next steps. Depending on your package, we also deliver an action plan or roadmap and feedback on your pages, ads or emails, as described on the Pricing page.
On packages that include email questions between calls, we answer within 2 business days. Email support is for short questions related to your plan. Larger topics are best kept for the next call.
5. Rescheduling and missed calls
- You can reschedule any call for free with at least 24 hours' notice.
- If you cancel with less notice or do not attend, the call counts as used. We allow one courtesy exception per package.
- If you are more than 15 minutes late, the call still ends at the scheduled time, or we may treat it as missed if we cannot reach you.
- If we need to reschedule, we tell you as early as possible and you choose a new time or a refund of that call.
6. Validity of your package
Calls must be used within the validity period of the package, counted from the date of purchase:
- Strategy Call: 1 call, valid for 60 days
- Growth Sprint: 3 calls, valid for 90 days
- Growth Partner: 8 calls, valid for 120 days
If something gets in the way, ask us before the end of the period and we will extend it when we reasonably can. Calls not used by the end of the validity period expire.
7. Recordings
We do not record calls by default. If you would like a recording, ask at the start of the call. A call is recorded only if everyone on it agrees. We send you the recording and delete our copy after 30 days.
8. Who can join
Calls are for your business. You can invite colleagues to any call, or send a colleague in your place. Please tell us in advance if someone new will join.
9. Questions
For anything about scheduling or delivery, write to support@outgriid.com or call +55 16 99414-4545 during our working hours.