The terms that govern your use of this website and our services.

These terms set out the basis on which PainKiller Consulting provides services to you. They're written in plain English. If you book a service or use this website, you agree to them.

1. About PainKiller Consulting

PainKiller Consulting ("we", "us", "our") is operated by Sam Mustatea as a sole trader, trading as PainKiller Consulting. We provide warehouse operations consultancy services to UK businesses, including diagnostic audits, operational improvement programmes, and related advisory work.

Throughout these terms, "you" means any individual or business engaging with our website or services.

2. Using this website

You're welcome to browse, read, and download free content from this website. By using the site, you agree to:

• Use the site only for lawful purposes
• Not attempt to disrupt, hack, or interfere with the site's operation
• Not copy substantial portions of our written content for republication elsewhere without permission
• Not represent yourself as us or use our brand to mislead others

The website is provided "as is." We do our best to keep it available and accurate, but we don't guarantee uninterrupted access and we're not liable for any loss arising from temporary unavailability.

3. Services and pricing

Our services are described on the Services page. Each service has a specific scope, price, and delivery format. Current pricing at the date of these terms:

• Operations Toolkit — £49, instant digital download
• Warehouse Operations Scorecard — £99, instant digital report
• Rapid-Resolve session — £297, fixed-fee single session
• On-Site Audit — from £950, paid as £475 deposit and £475 on report delivery, UK travel inclusive
• Transformation Programme — £4,500 per month, 90-day engagement, UK travel inclusive
• Operational Health Retainer — £650 per month, ongoing, 30 days notice to cancel

Prices may change from time to time. The price you pay is the price displayed at the time of booking or purchase. Any quoted price in writing (for example, a formal proposal) is valid for 30 days from the date of the quote unless otherwise stated.

4. Booking and payment

For digital products (Toolkit, Scorecard), payment is taken at the point of purchase via Stripe and the product is delivered immediately. For services involving a booking (Rapid-Resolve, Audit, Transformation, Retainer), the booking process and payment terms are confirmed in writing before any work begins.

For the On-Site Audit specifically:

• A £475 deposit secures the audit date and is taken on booking
• The £475 balance is invoiced on delivery of the written findings report
• Payment of the balance is due within 14 days of invoice
• UK travel and reasonable accommodation are included in the fee — no separate expense claim

For the Transformation Programme and Retainer, the first month is invoiced in advance, with subsequent months invoiced monthly. Payment terms are 14 days from invoice.

5. The zero-risk audit guarantee

Every on-site audit carries a zero-risk guarantee. The terms of the guarantee are:

• If the findings report does not identify operational savings or improvements greater than the audit fee, the second £475 instalment is waived
• The £475 deposit covers our delivery costs and is not refundable, even if the guarantee is invoked
• You keep the findings report regardless of outcome — there is no obligation to return or destroy it
• The guarantee is total, not partial — we don't pro-rate
• The guarantee is invoked by you, in writing, within 30 days of receiving the findings report, with a clear explanation of why the identified savings do not exceed the audit fee
• We may discuss our findings with you to clarify any disagreement, but the final judgment on whether to invoke the guarantee rests with you

6. Service delivery

We aim to deliver every service to the timelines published on the site:

• Rapid-Resolve: 90-minute working session within 14 days of booking, written action plan within 48 hours of the session
• On-Site Audit: findings report within 7 working days of the audit day
• Transformation Programme: 2 to 3 days per week on-site over a 90-day period, with weekly leadership reviews and monthly written progress reports
• Retainer: monthly review call, async KPI review during the month, ad-hoc advisory, and quarterly half-day site visit

If exceptional circumstances delay delivery (illness, transport disruption, force majeure), we'll communicate this proactively and reschedule promptly. Persistent unjustified delay on our part entitles you to a partial or full refund as appropriate.

7. Cancellation and refunds

Digital products (Toolkit, Scorecard)

Digital products are delivered immediately upon payment. Under UK consumer law, you have the right to cancel within 14 days for digital products that haven't been accessed. Once a digital product has been downloaded or accessed, the right to cancel is waived. If you believe a digital product is defective, contact us and we will resolve it promptly.

Rapid-Resolve

You may cancel and receive a full refund up to 48 hours before the scheduled session. Within 48 hours, the fee is non-refundable, but the session can be rescheduled once without charge.

On-Site Audit

You may cancel up to 14 days before the audit date for a full refund of the £475 deposit. Within 14 days of the audit date, the deposit is non-refundable due to scheduling and travel commitments, but the audit can be rescheduled once without additional charge.

Transformation Programme

Either party may terminate the Transformation Programme by giving 30 days written notice. Fees paid for the current period are not refunded, but no further fees become due. If we terminate the engagement for any reason other than your material breach, we will pro-rata refund any unworked period.

Retainer

Either party may cancel the Operational Health Retainer with 30 days written notice. Cancellation takes effect at the end of the current billing month.

8. Intellectual property

All content on this website — including text, design, photography, downloadable templates, and audit methodology — is the intellectual property of PainKiller Consulting unless otherwise stated. You may not reproduce, republish, or commercialise this content without our written permission.

When we deliver an audit findings report or other written deliverable to you, the report itself becomes yours to use within your own organisation. You may:

• Share the report internally within your business
• Implement the recommendations using your own team or other consultants
• Quote from the report for internal communications

You may not:

• Republish the report or substantial portions of it externally without our permission
• Resell or licence the report to third parties
• Remove or alter our branding or attribution from the report

The underlying methodology, frameworks, and intellectual property used to produce the report remain ours.

9. Confidentiality

We treat all information shared with us during the course of an engagement as confidential. We will not disclose specific operational details about your business to any third party without your written permission. Anonymised case studies on our website are published only with the client's explicit permission and with sufficient generality to prevent identification, unless otherwise agreed.

We expect the same in return. If we share methodology, templates, or strategic analysis with you that is clearly proprietary to us, we ask that you keep it confidential within your organisation.

10. Liability and limitations

Our services are advisory. We provide diagnostic findings, recommendations, and frameworks based on our professional experience and observation. The decision to implement any recommendation, and the responsibility for implementation, rests with you.

We make no guarantee that any specific operational or financial outcome will be achieved. Past client results referenced on our website are real, but every operation is different — your results will depend on your operation, your team, and how the recommendations are implemented.

Our liability to you is limited to the total fees you have paid us for the engagement in question, except where liability cannot be limited by law (for example, fraud, death, or personal injury caused by our negligence).

We are not liable for:

• Indirect, consequential, or punitive losses
• Loss of profits, revenue, or business opportunity
• Losses arising from your implementation (or non-implementation) of our recommendations
• Losses arising from third-party tools, software, or providers we may recommend

Nothing in these terms excludes or limits liability where it would be unlawful to do so under English law.

11. Disputes and governing law

These terms, and any contract for services arising from them, are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.

Before any legal proceedings, we ask that you contact us at info@painkillerconsulting.co.uk to resolve the matter directly. We commit to engaging in good-faith discussion within 14 days of any formal complaint.

12. Changes to these terms

We may update these terms from time to time. The version that applies to your engagement is the version in force at the date of your booking. We won't apply changes retrospectively to existing contracts. The "last updated" date at the top of the page reflects the most recent change.