What happens if you can't deliver our agreed onboarding or support plan?

We take customer satisfaction very seriously and are proud of the collaborative relationships we build with our clients. We promise we will do everything we can to fulfil your onboarding and/or support plan as agreed at the point of project kick-off. If for some reason, your dedicated consultant is not able to deliver your sessions, we will work with you to find the best solution.

Solutions may include, but are not limited to:

  • Handing over your support plan or onboarding to another specialist HubGem consultant
  • Postponing some sessions (short-term solution, for a small number of sessions only)
  • Pre-recording some sessions

As per our Terms of Service, in the highly unlikely event that HubGem Marketing is unable to perform the agreed services due to unforeseen circumstances beyond our control, we will not be liable for costs in excess of the amount the client has paid. For HubSpot-related services, HubGem Marketing shall refer the Client to HubSpot directly, or another HubSpot Solutions Partner and will work in good faith to find the best replacement agency possible for the required services.

HubGem Marketing shall not be responsible for the services provided by any such replacement agency, the Client should agree terms of service with any such replacement agency. HubGem Marketing shall have no further liability with respect to the agreement.