What is the Clutch Guarantee?

What is Clutch Guarantee?

A 14-day, no-questions-asked refund of the eligible fees you’ve paid for your project, offered by participating providers.

Which providers can offer the Guarantee?

Only providers who commit to the terms in writing can carry the badge. Only select providers confident in their services participate, which is what makes it a meaningful signal when offered.

Does Clutch Guarantee cover the whole engagement?

The Guarantee covers 100% of the eligible fees you've paid for your project if you cancel within the first 14 days. It doesn't cover fees for services outside the scope of your agreement, third-party costs incurred at your direction, or fees paid under separate agreements. Cancellation requests must be received in writing before the 14-day Guarantee Period expires.

How do I know which providers offer the Guarantee?

Look for the Clutch Guarantee badge at the top of the provider's profile. It means that the provider is committed to backing new engagements with the 14-day refund.

How do I get the Guarantee protections?

You don’t need to do anything extra to activate it. If you hire a provider who has the Clutch Guarantee badge, the Guarantee clause should already be in your contract from day one. Confirm the Clutch Guarantee clause is included in the contract before signing.

Don't see it? Ask your provider to add it before signing. The clause spells out exactly how the Guarantee works in your engagement, so you're covered clearly and can act fast if needed.

What does the Guarantee actually promise me?

If your engagement isn't working out in the first 14 days, you can send a written cancellation to the provider, no reason required. The provider is required to refund 100% of the eligible fees you've paid for the project within 15 business days.

When does the 14-day Guarantee period start?

The period starts on your Project Start Date (the date of your kickoff meeting), or if no kickoff is scheduled, the start date written into your contract.

Your contract establishes the Project Start Date in this order:

1. The date of your kickoff meeting.
2. If no kickoff meeting is held, the start date agreed to in writing.
3. If neither is defined, the date you signed the contract.

The period runs for 14 calendar days from that date, not 14 business days. It's the same 14 days in every qualifying contract, because the Guarantee Clause is standardized rather than adjusted per engagement.

How to request a refund in your 14-day window?

Send a written cancellation request directly to your provider via email or any other written channel you've been using during the engagement . You don't need to give a reason, use a special form, or notify Clutch. As long as your request is received before the Guarantee Period expires (11:59 PM ET on the 14th calendar day after your Project Start Date), the provider must refund 100% of the eligible fees you've paid for the project within 15 business days.

One thing to know before you cancel: once the refund is issued, you must stop using all work product the provider created during the Guarantee Period. This includes code, designs, strategy documents, and other deliverables. The provider can ask you to return or destroy your copies and to confirm in writing within 5 business days that you've done so. Anything you owned before the engagement stays yours.

What if the provider doesn't honor the refund?

If a disagreement comes up regarding the enforcement of the Guarantee, you and the provider must first attempt to resolve it directly, in good faith. If that fails, the Clutch Guarantee clause routes to binding arbitration through New Era ADR, which concludes within 30 days of filing. The provider bears the arbitration fees. Clutch isn't a party to your contract and has no impact on the outcome.

You can bring unresolved refund issues to Clutch, and at your request we can open the arbitration case with New Era ADR on your behalf. This is an administrative step that doesn't make Clutch a party to the dispute or affect the outcome. Providers who don't honor a valid refund put their Verified and Guaranteed status at risk. Full terms are in the Clutch Guarantee Clause in your contract.

Does it cost any money to file an arbitration claim?

Under the Clutch Guarantee Clause, the provider is responsible for all arbitration fees and administrative costs. Arbitration is handled by New Era ADR and concludes within 30 days of filing. You don't need an attorney to participate; if you choose to hire one, those costs are yours.