Operations Audit Agreement

This agreement is between Fathom Business Solutions ("Fathom") and you, the business named at checkout. It takes effect when you accept it and pay.

1. What you are buying

Fathom looks at your business from the outside, the way a customer sees it, and then talks to you about what it found.

The outside pass covers how findable you are, what your website does for someone who lands on it, your social presence, your reviews and whether you answer them, how fast a real inquiry gets a real reply, whether your customer messaging is set up to actually reach people, and whether you turn up when somebody asks a question rather than types a search.

Then a conversation with you, once there is evidence worth talking about.

You get a written report and a call to walk through it. Every finding carries the evidence behind it: a timestamp, a screenshot, a measured number, or a quoted line.

The report reaches you within a week of your payment. If anything is going to make that slip, Fathom tells you before the week is up rather than after.

2. What this is not

• Not implementation. The audit finds and documents. It does not fix, build, install, or configure anything. Any work that follows is quoted and agreed separately.
• Not a guarantee of results. Fathom promises rigor, not outcomes. Nobody can promise what a finding is worth to you before it is found.
• Not legal, tax, accounting, or financial advice. Where a finding touches a regulated area, it is a flag to take to your own professional, not an opinion you should act on.
• Not an ongoing commitment. This agreement covers one audit and ends when the review call is done.

3. The mystery shop, disclosed up front

Part of this audit means contacting your business as an ordinary prospective customer and measuring what happens. Your staff will not know it is happening, because knowing would destroy the measurement.

By accepting this agreement, you consent to that contact on behalf of the business.

Findings about response time describe the system, not the person who happened to be on shift.

Fathom does not identify individual employees in the report and does not provide material for a disciplinary process. If you want to use it that way, that is your call to make without Fathom's help.

4. Fee, credit, and walking away

The fee is the amount shown at checkout, payable before the audit begins.

If you go on to a paid engagement with Fathom, the full fee is credited against it.

If the report does not show you anything worth acting on, say so on the review call and walk away.

No pitch, no follow-up sequence, nothing further owed. The fee is not refunded, because the work was done. Nothing beyond it is owed and nothing further will be sold to you.

5. Your information

Most of what the audit looks at is already public.

Your website, your listings, your reviews, your social accounts. No access to your systems is needed and none will be asked for. If Fathom ever asks for a login, that is a separate conversation with its own terms.

Beyond the public material, Fathom holds only what you say in the interview and the record of the mystery shop.

• Kept privately, restricted to Arthur Khachatryan, and not stored in any public or shared location.
• Used only to produce your report. Not sold, not shared, not used to market to you, and not used to train any AI system.
• Fathom uses ordinary third-party software to do this work, including search, analysis and writing tools. Nothing identifying you is submitted to any tool that is not necessary to produce your report.
• Deleted on request. Ask in writing and your material is removed within 30 days, other than anything Fathom has to keep for tax or accounting.

6. Confidentiality, both directions

Fathom will not disclose your non-public information to anyone.

Fathom may describe the work in anonymized form, for example "a home services business with eleven employees," with nothing that identifies you. If you would rather Fathom did not do even that, there is a box to decline at checkout, and declining changes nothing else about what you get.

You are free to share the report inside your business. Please do not publish it or pass it to a competitor of Fathom's.

7. Limits

Fathom's total liability under this agreement is limited to the fee you paid.

Fathom is not liable for indirect or consequential losses, such as lost profits or lost revenue.

Findings are based on what was observable at the time of the audit. Businesses change, and a report describes a moment.