Last updated: November 2026
These terms are specific to the Funnel Audit service and apply alongside, not instead of, the general Client Terms of Service and Refund and Cancellation Policy. In the event of any conflict between those general terms and these product-specific terms, these product-specific terms apply.
The Funnel Audit is a diagnosis-only check of one funnel. You will:
The Funnel Audit does not include any implementation or fixes. Diagnosis only is delivered.
The Funnel Audit covers the customer experience, along with the checkout and tech setup of one funnel, as described at intake. It is not a full system audit.
For transparency, the service is only available to those who have their funnel set up and ready to go live on the ThriveCart platform at this time. Any other platforms are currently out of scope. While the Funnel Audit can be used on funnels that have not yet been made live or turned a profit, it cannot be used on funnels that are partially built, or as a consulting device for feedback on how to make a funnel better.
The intake form asks about the integrations connected to your funnel, such as Zapier, Slack, Google Sheets and webhooks. These are asked about so that your funnel can be understood, but they are not tested:
Funnel Audit tests what can be seen from inside ThriveCart and what a customer receives. Anything that happens inside another tool is outside its scope.
If you purchase in error and your funnel is not on ThriveCart, or the platform does not match ThriveCart at this time, you forfeit any right to a refund of any sort.
By submitting the intake form you confirm that all the information you give is correct to the best of your ability. You acknowledge that any discrepancy in platform or in the final total item count is subject to forfeiture of any refund and to any additional costs set out in section 2.1.
The Funnel Audit is available in three tiers, based on the total number of items in the funnel. An item is the main product, or any bump, upsell or downsell, each of which is classed as 1 item:
Funnels with more than 12 items are not covered by these tiers. Please email support@gemroberts.co.uk for a tailored quote. A 20-minute call to view the funnel in full may be required before the quote is sent, as longer pages increase the time needed.
The Funnel Audit itself includes no calls. All communication is by email.
Where a client has not disclosed all relevant information, Gem Roberts is not responsible for any issue this omission causes or fails to resolve. Scope is limited to what was disclosed at intake. If another issue outside the scope of the funnel described at intake is uncovered, Gem Roberts is not responsible for diagnosing it as part of this service.
Implementation of any findings is your responsibility, unless a separate service has been purchased. Gem Roberts is not responsible for outcomes resulting from your failure to implement findings, partial implementation, or implementation errors made by you or any third party.
When Gem Roberts logs in to your ThriveCart account, she counts the items in your funnel.
If there are more items than you listed at intake:
If your funnel has more items than the tier you purchased, or than the number quoted to you, work stops and the items are tallied. Work is considered commenced and no refund of any kind will be issued.
An email with an invoice attached is sent to you for the difference between the price you paid and the correct price for your funnel, plus an additional fee of £147, which applies regardless of the number of items. You have 24 hours from the time the email is sent to pay. The time is dictated by the time stamp on the outgoing email in Gem Roberts - Systems Strategist email box. Your email service provider and inbox show the date and time of arrival, and it is your responsibility to note this and pay accordingly. A reminder email is sent at 12 hours. No other reminders are sent.
If you pay, work resumes and your deliverable may arrive one day later than the stated delivery time.
If you do not pay within 24 hours, work stops and the Funnel Audit will not be completed. The full amount you paid is forfeited and any request for a refund will not be accepted. You are responsible for removing Gem Roberts and her access from your ThriveCart account.
If your funnel has fewer items than you listed at intake:
No refund is given if your funnel has fewer items than the tier you purchased. It is your responsibility to count the items in your funnel correctly before you purchase. If you are unsure as to how many items your funnel contains, email support@gemroberts.co.uk, before purchasing.
One full baseline test cycle is carried out on the main product. A lighter test cycle is then carried out on each additional bump, upsell and downsell, checking that item's tag, access and email only.
What is a Test cycle?
A test cycle is where your product is purchased as a customer. Your sales page is gone over to check all buttons and formatting are correct, the product is then 'purchased' and the subsequent emails are gone through and checked. The funnel set up is monitored at the same time to follow all the steps and to see whether what is meant to happen does actually happen. If it does not, this is noted for your report.
Where an email service provider (ESP) is connected, the ESP check is limited. No ESP login is used. The check compares the tag names set on your products in ThriveCart against the tags listed on the ThriveCart rules page for your ESP connection, and compares the ThriveCart cart rule or tag name against the email received as a test customer.
Where a match is ambiguous, it is flagged in the report as "unconfirmed, please check". A flag is not a confirmed error. For example, if a product is tagged "ProdA" in ThriveCart but the rules page shows the rule tagging buyers with "ProodA" in the ESP, this is flagged.
Test purchases are made using a dedicated testing email address belonging to Gem Roberts - Systems Strategist, gemrobertsopstest@gmail.com, and aliases of it, for example gemrobertsopstest+1@gmail.com or gemrobertsopstest+bump1@gmail.com.
At the end of testing, any email addresses inside of your funnel will be removed, however, there is no access to any ESP and so a list of the email addresses used during testing is included in your delivery email, so that you can remove them from your email service provider.
Access is arranged by inviting Gem Roberts to your ThriveCart account as an Assistant. Assistant access is required to carry out the check. Access is used only for the purpose of checking the funnel described at intake. Please do not send login credentials or passwords through the intake form.
Once testing is complete, it is your responsibility to remove Gem Roberts and her access from your ThriveCart account, including her Assistant access and any customer or student records created by her test purchases. If you have also bought the Email Automation Check, removing access to your Kit account is covered by the Email Automation Check Product Terms.
Any information observed or accessed during the check is treated as confidential, in line with Section 1.15 of the Client Terms of Service, and is used solely for the purpose of delivering this service.
You must send your ThriveCart invitation within 7 days of purchase. If the invitation has not been received by the end of day 7, the full amount you paid is forfeited and no refund will be issued, unless a pause has been approved under section 13 in these terms (Pause and Store Credit).
An invitation sent after day 7 will not be accepted and work will not commence.
The entire funnel being tested will be cloned from the original funnel, whether this is live or not and switched to ThriveCart sandbox mode, so all test purchases are made in sandbox and no live purchases are made.
By completing the Funnel Audit, you consent to Gem Roberts' testing email address remaining on your email list, if it has not been removed, and to it receiving your marketing or promotional content unless it unsubscribes.
Once testing is completed, all access to any products, whether that be by platform access, membership, download or otherwise will be removed from the desktop of Gem Roberts. At no point is your product kept after testing has been completed.
Gem Roberts will set up her access, log in to your ThriveCart account and email you to confirm. This is the start of testing. She will email you again when testing is complete.
At the start of testing, Gem Roberts clones the funnel being checked and renames the clone "[funnel name - IN TESTING]". All testing is carried out on the clone, so your original funnel is not affected, even if it is live. Once the clone has been made, you are free to make changes to the original funnel. Your deliverable is based on the cloned funnel as it was at the time of duplication. Gem Roberts does not update the work or check for changes made between duplication and delivery. If you make changes and the report no longer reflects your funnel, this is your responsibility. The cloned funnel is removed at the end of testing.
ThriveCart numbers products sequentially. Creating and then removing the clone means the product number sequence moves on, so any new product you create afterwards will receive the next number.
A short PDF explaining the testing email address and the duplicate funnel is included in your confirmation email after purchase, alongside the video showing how to add Gem Roberts as an Assistant.
You are responsible for monitoring your email throughout. Delays resulting from emails being missed, sent to spam, or filtered into promotional folders are not the responsibility of Gem Roberts - Systems Strategist and may affect delivery timelines, in line with the Client Terms of Service.
As good practice following any Funnel Audit, we recommend reviewing the users and access on your ThriveCart account once your findings have been delivered. This is standard security hygiene rather than any indication of a concern with how your access was handled.
Your booking reference is created when you submit the intake form. It is shown on the access page after payment and is emailed to you. Your booking reference links your intake answers and your payment together. Please keep it accessible until your Funnel Audit is complete. If you have not paid within 7 days of submitting the intake form, the reference expires and you are welcome to complete the intake form again.
Your booking reference is valid for 7 days from the day you submit the intake form, and payment must be made within that time. Reminder emails are sent to help you if you accepted marketing emails on the intake form, but it remains your responsibility to pay before the reference expires. If you pay after it has expired, your payment cannot be matched to your intake answers, and no Funnel Audit will be carried out.
If you pay late, you acknowledge that this is outside the terms of service for the product. You may request a refund within 48 hours by contacting support@gemroberts.co.uk, and any service fees will be deducted from your final total. If you do not make contact by the end of 48 hours, the full payment is forfeited. You may still ask for a refund, which is granted at Gem Roberts' discretion, and any service fees will be deducted from it. If you would still like a Funnel Audit after your booking reference has expired, it is at the discretion of Gem Roberts whether to complete the service or to issue a refund.
Where a Force Majeure event as defined in the Client Terms of Service (Section 1.18) prevents Gem Roberts - Systems Strategist from delivering within the 7-day invitation or 7 working day delivery deadline, these deadlines are paused for the duration of the event and will resume once normal service is restored. You will be notified of any impact to your timeline as soon as reasonably possible.
Your written findings and video overview will be delivered within 7 working days of access being granted. Access is granted once Gem Roberts has received your ThriveCart invitation email, created her account and logged in successfully. She then emails you to confirm this, and the 7 working days start on the day of that email. Working days are Monday to Friday, excluding UK public holidays. Timelines begin once payment is confirmed and all required intake information has been received in full, in line with the Client Terms of Service.
The written findings are provided for each test cycle (baseline and one per additional item). One video overview is provided at the end, showing visual and interaction issues such as broken buttons and links. Deliverables are shared via Google Drive. A Google account is not required to view them. If Google Drive does not suit you, you can ask for WeTransfer instead by emailing support@gemroberts.co.uk within 48 hours of sending your ThriveCart invitation. If you do not, your deliverables are shared by Google Drive.
The intake form asks whether you are happy for AI to be used, and your choice is followed. Where AI is used, it is for expediency, to support research and to help work through platform logic alongside Gem Roberts' own knowledge and experience. The Funnel Audit is a manual, person-led process: the testing is carried out by Gem Roberts herself, the final report is written by her, and any AI-assisted input is reviewed before anything is delivered to you. See the AI Usage Policy and the Services Disclaimer for full details.
If an issue is identified as a platform-level bug or limitation that cannot be resolved through configuration or user-level changes, Gem Roberts will provide a written diagnosis and recommended next steps within the same 7 working day window. This constitutes delivery of the service. No refund will be issued in these circumstances, as the diagnostic work has been completed.
The video overview follows the same retention rules as other recordings under our Data Retention and Deletion Policy:
The video is deleted because it may show parts of your ThriveCart account and your funnel on screen. Deleting it after 21 days limits how long that information is held, in line with the Data Retention and Deletion Policy.
Your 14-day statutory cancellation period runs from the day after you purchase Funnel Audit. This is fixed by law and does not change depending on when you send your ThriveCart invitation or when work by Gem Roberts begins.
As your service may begin within this period, before proceeding to payment you are asked to expressly request that it begins within this period, and to confirm that you understand this waives your statutory cancellation right. This acknowledgement is collected on the intake form and is binding, in line with the Consumer Cancellation Rights section of the Refund and Cancellation Policy.
Work is considered commenced as soon as either of the following happens: (1) Gem Roberts has received your ThriveCart invitation email, created her account, logged in and emailed you to confirm; or (2) you have asked for help with sending your invitation and a response has been sent to you.
Once work has commenced, no refund will be issued. If your ThriveCart invitation has not been received by the deadline in section 4.1, the full amount you paid is forfeited.
If you wish to cancel before work has commenced, contact support@gemroberts.co.uk. A partial or full refund, minus payment processing fees, may be offered at Gem Roberts' discretion.
The 21-day goodwill resolution window set out in the Refund and Cancellation Policy applies to Funnel Audit as it does to other services.
If you contact support@gemroberts.co.uk within the 7 days for help sending your ThriveCart invitation, Gem Roberts will send you the video showing how to do it, or direct you to ThriveCart support. If you need ThriveCart support, you must let her know. The help given is all part of the service. The Funnel Audit is considered commenced once this response has been sent, as set out above, and no refund can be requested. This does not change the delivery time in section 6, which starts when Gem Roberts emails you to confirm she has logged in.
Pauses and store credit are covered in section 13.
Funnel Audit delivers diagnosis of the funnel presented at intake. It does not guarantee improved conversions, revenue or customer behaviour, as these depend on factors outside the scope of this service. Implementation of any findings is the client's responsibility unless purchased separately. See the Services Disclaimer for full terms.
Funnel Audit is available to clients worldwide, with the exception of the European Union and territories subject to UK sanctions.
We are not currently able to supply this service to clients based in the European Union. This is a business decision based on the requirements of the EU General Product Safety Regulation (GPSR), which requires businesses selling products or services to EU-based consumers to appoint an authorised representative within the EU. We have chosen not to meet this requirement at this time and therefore cannot accept purchases from EU-based clients.
We are also unable to supply this service to clients based in any territory subject to UK sanctions. A current list of sanctioned territories is maintained by His Majesty's Government and is available at gov.uk/government/publications/the-uk-sanctions-list.
If you are based in the EU or a sanctioned territory and have purchased this service in error, please contact support@gemroberts.co.uk. All monies paid will be returned in full, with no deduction of payment processing fees.
The answers you give in the intake form are used to decide whether Gem Roberts - Systems Strategist can help and to carry out your Funnel Audit. See the Privacy Policy for full details.
You will always receive the emails needed to deliver your Funnel Audit, such as your booking reference, confirmation and reminders. These are classed as service or transactional emails and are not marketing. Marketing emails are sent only if you chose 'Yes' on the intake form. You can change your mind and unsubscribe from any email at any time by using the link at the bottom of any email. You can also email hello@gemroberts.co.uk with a request to be removed from the mailing list, which may take up to 14 days to take effect. See the Privacy Policy and Anti-Spam Policy.
You will always receive the emails needed to deliver your Funnel Audit, such as your booking confirmation, reminders and product deliverables. These are service emails and are not marketing. Tips, offers and news are sent only if you chose Yes to the marketing question on the intake form. Buying does not subscribe you to marketing emails. You can change your mind and unsubscribe from any email at any time. See the Privacy Policy and Anti-Spam Policy.
13.1 Requesting a pause. If you contact support@gemroberts.co.uk before the end of day 7 to say that circumstances outside your control are stopping you from sending your ThriveCart invitation, Gem Roberts may approve a pause under the goodwill resolution window. Approval is at her discretion. Difficulty finding the invitation setting, or not feeling comfortable sending the invitation, does not qualify.
13.2 Store credit. If a pause is approved, your Funnel Audit is paused and you are issued store credit for the amount you paid, which can only be used for the Funnel Audit you bought. The credit expires on a fixed date, 3 months after the day of purchase. You can return at any time before that date without penalty, even if the price has increased in that time. After that date, the credit is lost. If your funnel has more items when you return, the credit is accepted based on the amount you paid. As a goodwill gesture, one extra item is covered, and anything beyond that is invoiced for the difference.
13.3 No refund. By choosing store credit, you agree that no refund will be issued if you change your mind. This does not affect any rights you have by law.
13.4 Returning. When you return, email support@gemroberts.co.uk to tell Gem Roberts you are back, and she will send you the returning client form to complete. Completing that form is treated as submitting the intake form again, so all timelines start again and you then have 7 days to send your ThriveCart invitation. If the number of items in your funnel has changed, you may receive an invoice, as set out in 13.2.
13.5 Section 4.1. If a pause is approved, the fee is not forfeited under section 4.1.
