Service guarantee and commitment
Effective from May 2026
At JOINLEAN we back every delivery with a clear guarantee: our goal is for your site to work, communicate and convert as agreed. This document describes what we cover, our response times and how to request support without friction.
1. Scope of the guarantee
We cover at no additional cost any functional defect, visual issue or performance problem attributable to our development during the 30 calendar days following final site delivery. This includes layout issues in supported browsers (last two versions of Chrome, Safari, Firefox and Edge), contact form errors, loading problems and deviations from the agreed project scope.
2. Response times
We respond to any report within 24 business hours (Monday to Friday, 9:00 to 18:00 Mérida time). For critical incidents that prevent the site from functioning, we begin diagnosis the same business day. Minor fixes are typically delivered within 48 to 72 hours; larger changes are scheduled in agreement with you.
3. Post-delivery support
During the first 30 days we do not charge for fixes covered by the guarantee. Afterwards, we offer monthly maintenance plans or hour-pack support at preferential rates for active clients. Any change in scope, new content or new functionality is quoted separately and transparently before starting.
4. Exclusions
The guarantee does not cover: (a) failures derived from modifications made by third parties or by the client directly on code or content; (b) outages of hosting, domain or external services contracted under your name; (c) requested changes that imply redesign, new sections or new integrations; (d) updates forced by changes in external platforms (e.g. new Google, social media or payment gateway policies).
5. How to request support
To report an incident, write to info@joinlean.com or via WhatsApp at +52 999 355 7343 with (a) a brief description, (b) the affected URL, (c) a screenshot or short video if applicable and (d) the browser/device where it occurs. You will receive acknowledgment and a resolution plan within the timeframe described in section 2.
6. Continuity and backups
Before each major delivery we generate a backup of the site. If you contract maintenance, we keep periodic backups according to the chosen plan. In case of a serious incident, we can restore the last known stable version while we diagnose the issue.
7. Changes to this guarantee
We may update this document to reflect new practices or services. The current version is always published on this same page with the update date. Ongoing projects keep the terms in effect at the moment of proposal signing.