Policies & FAQs
CLEAR TERMS.
NO SURPRISES.
HeyCEO operates with full transparency. Everything below governs how engagements are structured, what is expected from both parties, and how HeyCEO protects the work.
Current Services
Three ways to work with HeyCEO.
Entry
Retail Snapshot Audit
$497
A focused audit that identifies where your retail business is losing customers and revenue. Delivered with a clear, prioritized action plan.
Growth
Retail Growth Audit
$1,497
For owners ready to increase sales, improve inventory productivity, and build a more profitable shopping experience with a 90-day roadmap.
Partnership
Retail Growth Partnership
$3,000+
Ongoing implementation support, accountability, and strategic guidance. Custom scope. Limited to six active clients at any given time.
Store Reflow and Merchandising Execution is available by invitation only for select Growth Audit and Growth Partnership clients when implementation support is recommended by HeyCEO.
Booking & Intake
How engagements begin.
Step 1
Intake Form Required
All prospective clients must complete an intake form before a Retail Fit Call is scheduled. HeyCEO reviews all submissions within one business day. Completing an intake form does not guarantee a booking. HeyCEO reserves the right to decline engagements that are not an operational fit.
Step 2
Complimentary Retail Fit Call
All engagements begin with a complimentary 15-minute Retail Fit Call after HeyCEO reviews your intake. If your business is a fit, you will receive an invitation to schedule your call. The Fit Call confirms the right package and identifies the immediate opportunities HeyCEO will address.
Virtual clients: Submit store photos, video walkthrough footage, a floor plan, and a current inventory report before the engagement begins. HeyCEO reviews all virtual submission materials within one business day and confirms readiness to proceed.
Payment Policy
How payment works.
Payment Structure
60/40 Split
All project-based engagements require a 60% deposit to begin. The remaining 40% is due upon final delivery. The 60% deposit is non-refundable once the engagement begins.
Invoices sent within 24 hours of signed agreement
Accepted via secured payment processor: ACH or credit/debit card
Auto payment setup required before work begins
Late Payments
Late Payment Policy
Invoices not paid within 3 business days of the due date will incur a 15% reinstatement fee. Work pauses at 6:00 PM Eastern Time on the third day if payment has not been received.
Late threshold: Day 3 at 6:00 PM ET
Reinstatement fee: 15% of outstanding balance
Voided engagement: deposit is forfeited in full
Cancellations & Rescheduling
What happens when plans change.
Cancellations
Cancellation Policy
The 60% deposit is non-refundable under all circumstances once work has begun. If a client cancels after work has started, the entire engagement is cancelled, including all services and sessions scheduled under that agreement. The client is responsible for payment of all completed work to date in addition to the forfeited deposit.
One complimentary reschedule is permitted per engagement with 48 hours advance notice. Additional reschedules are billed accordingly.
To resume work after a cancellation, a new signed agreement and a new deposit are required.
No-Shows
No-Show Policy
Virtual Sessions
If a client has not joined within 15 minutes of the scheduled start time, the session is a no-show. There is no session after the 15-minute mark.
In-Person Sessions
If HeyCEO arrives and the client is not present or the location is not ready within 30 minutes of the scheduled start time, the session is a no-show. A travel fee is charged in addition to the forfeited deposit.
In all no-show cases, the 60% deposit is forfeited in full and the entire engagement is cancelled, including all services and sessions scheduled under that agreement.
HeyCEO will not resume or continue any work under a cancelled engagement without a new signed agreement and a new deposit. No reschedule credit is issued.
Client Responsibilities
What clients agree to.
Engagement Requirements
Provide accurate and complete information during intake and throughout the engagement
Submit required materials on time for virtual engagements
Participate actively in sessions
Provide timely feedback when requested
Complete assigned preparation or action items necessary for the work to proceed
Maintain professional communication throughout the engagement
Honor all payment terms and auto payment agreements
When HeyCEO May End an Engagement
HeyCEO reserves the right to terminate an engagement at any time if the client violates these terms, the engagement becomes misaligned with HeyCEO's scope or values, or the client engages in unprofessional or disrespectful conduct.
In all termination cases, the client is responsible for payment of all completed work to date. The non-refundable deposit is retained. No partial refunds are issued for work already performed.
Confidentiality & IP
How your information is protected.
HeyCEO Does Not Share Client Information
All client information, business details, store data, financial figures, and session content are strictly confidential. HeyCEO does not disclose client information to any third party without written consent, except where required by law.
A Mutual NDA is required for all engagements. It protects you and HeyCEO. The NDA is provided during onboarding and must be signed before any proprietary business information is shared.
HeyCEO Frameworks Remain HeyCEO Property
All frameworks, audit tools, templates, reports, and materials provided by HeyCEO remain the intellectual property of HeyCEO Consulting. Clients receive a non-exclusive license to use materials for internal business purposes only. Redistribution, resale, or public sharing without written permission is prohibited.
HeyCEO may use anonymized engagement outcomes and results to inform marketing, content, and case study development. No client name, business name, or identifying information will ever be used without a separate signed content release.
Communication Policy
How HeyCEO communicates.
Response Targets
Email: within 1 business day
Client requests: within 2 business days
HeyCEO responds during normal business hours
Session Recording
Retail Fit Calls are recorded by HeyCEO for internal reference only. Active client sessions may also be recorded for quality assurance. Clients are notified at the start of any recorded session.
No client name, business name, or identifying details will be used in any HeyCEO marketing, content, or public communications without a separate signed content release.
Clients may request that a specific session not be recorded in writing before the session begins. Video participation is strongly encouraged for all virtual sessions.
Scope, Deliverables & Liability
How the work is protected.
Scope Changes
Any work requested outside the agreed engagement scope requires written approval, an updated project scope, and a revised invoice if applicable.
Work outside the original scope will not begin until these requirements are met.
Deliverable Acceptance
Each deliverable includes up to 2 rounds of revisions. Revision requests must be submitted within 7 business days of delivery.
A third round or any revisions submitted after the acceptance window are billed at HeyCEO's standard hourly rate. Deliverables with no revision requests submitted within 7 business days are considered accepted.
Limitation of Liability
HeyCEO's liability shall not exceed the total amount paid by the client for the engagement in question. HeyCEO is not liable for indirect, consequential, or speculative damages of any kind.
Results Disclaimer
What HeyCEO delivers, and what it doesn't guarantee.
HeyCEO Consulting draws on documented operational experience. Prior results reflect work performed before the founding of HeyCEO Consulting and are shared as context, not as guarantees.
Individual results depend entirely on the size of the business, the industry, market conditions, and most critically, the client's commitment to executing the recommendations delivered. HeyCEO provides the strategy, the audit, and the plan. Results are the direct outcome of what the client does with that work.
No specific outcome is guaranteed.
HeyCEO cannot be held responsible for results if the client does not implement the recommendations. The work delivered is the service. Execution is the client's responsibility.
Force Majeure
Events Beyond Control
HeyCEO shall not be liable for delays caused by events beyond reasonable control, including:
Severe weather or natural disaster
Travel disruptions
Power or internet outages
Illness
Any event beyond reasonable control
Governing Law
State of Georgia
These policies are governed by the laws of the State of Georgia. Any disputes will be resolved in Fulton County, Georgia. By booking, purchasing, or participating in any HeyCEO service, the client acknowledges that they have read, understood, and agree to these terms in full. Effective date is the date of signed engagement agreement.
FAQ
Frequently asked questions.
Ready to Find What's Costing Your Store Revenue?
Submit your intake form today. HeyCEO reviews every submission within one business day and determines whether the Retail Snapshot Audit, Retail Growth Audit, or Retail Growth Partnership is the best fit for your retail business.
HeyCEO works with a maximum of six active clients at a time. Fit Calls are offered based on availability.
Submit Intake Form