Diagnostic Terms

The short version

• Once booked, a Diagnostic can’t be cancelled.
• You can reschedule once, with at least 48 hours’ notice.
• If you withdraw after paying but before your start date, your payment becomes a credit toward a Diagnostic within 6 months.
• Once interviews begin, payments are non-refundable.
• If something in your scope isn’t delivered, TAKKLE completes it.
• If TAKKLE decides within 5 business days of payment that the Diagnostic isn’t a good fit, you get a full refund.

The full terms follow.

Scope

The Culture Diagnostic & Employee Deep Dive covers one organization or site and includes the following, scaled by team size.

Included in every Diagnostic:

• A structured assessment covering trust, communication, leadership, and workload
• Confidential one-on-one interviews with leaders and employees
• Cross-checking what people say in interviews against the survey results
• One written final report
• One leadership debrief
• One round of factual corrections
• A recommendation on what to do next

Not included: implementation (a separate conversation about the Sprint, Installation, or Enterprise Partnership), other sites or properties, and guaranteed outcomes.

1. What you’re buying

The Culture Diagnostic & Employee Deep Dive is a paid engagement that covers one organization or site and includes the items in the scope above for your team size, as described on the TAKKLE website and in your booking confirmation. Implementation is not included.

2. Timeline

TAKKLE will deliver the final report within 1 week of the final interview. Delays outside TAKKLE’s control, such as unavailable participants or late access, extend this timeline accordingly, up to a limit of 30 days. If the client stalls for more than 30 days after interviews have begun, the engagement closes and payments are non-refundable, as described in section 4.

3. Payment

The Diagnostic fee is due in full at booking. If you go on to the engagement that fits your team size (the Delegation & Systems Sprint, Culture Systems Installation, or Enterprise Culture Partnership), the Diagnostic fee is credited toward it.

4. Cancellation and withdrawal

A booked Diagnostic can’t be cancelled. Payment is due when you book, so this applies once you have paid. If you need to withdraw before the start date, your payment becomes a credit toward a Diagnostic booked within 6 months of the original booking. A reschedule to a date more than 30 days after the original counts as a withdrawal. After interviews have begun, payments are non-refundable, including if the engagement stalls for more than 30 days.

5. Rescheduling

You may reschedule once, with at least 48 hours’ notice before the first interview, to a date within 30 days of the original. A request with less notice, a second reschedule, or a missed session means that session is forfeited. In a genuine emergency (serious illness, bereavement, or disaster), TAKKLE may, at its discretion, work with you to reschedule at no charge.

6. If something isn’t delivered

If something included in your scope isn’t delivered, TAKKLE will complete it. Dissatisfaction with the findings is not grounds for a refund.

If TAKKLE needs to reschedule, TAKKLE will give at least 48 hours’ notice whenever possible, share a legitimate reason honestly, and offer a new date within 14 days. If that date doesn’t work for you, or TAKKLE cannot provide one within 30 days, TAKKLE will refund the undelivered portion to your original payment method within 10 business days.

Fit review. Within 5 business days of payment, and before the survey is sent, TAKKLE may decide that the Diagnostic is not a good fit for your organization. In that case, TAKKLE will refund the full amount to your original payment method within 10 business days. This applies only to TAKKLE’s decision. If you change your mind, section 4 applies.

7. Confidentiality

The survey is anonymous and interviews are confidential. Findings are reported as patterns and never as attributed quotes. TAKKLE and everyone involved sign a confidentiality agreement before interviews begin. Confidentiality does not apply where disclosure is required by law or to address an immediate safety concern.

8. TAKKLE’s right to pause or end the engagement

TAKKLE may pause or end the engagement immediately if:

• TAKKLE personnel, or anyone taking part, is subjected to harassment, discrimination, threats, or unsafe conditions;
• anyone attempts to identify, pressure, or retaliate against participants; or
• TAKKLE is pressured to change, soften, or withhold findings.

In that case, TAKKLE will explain its reason in writing. TAKKLE keeps payment for work already done, and the unperformed portion is refunded to your original payment method within 10 business days. Work already done is measured against the Diagnostic’s three stages: survey design and setup (20% of the fee, earned once the survey has been sent); interviews, analysis, and report (55%, earned in proportion to the interviews completed); and the leadership debrief (25%, earned once the debrief has been delivered).

9. What TAKKLE needs from you

TAKKLE will arrange a private room near your workplace for interviews, so employees can take part off-site. TAKKLE will give your named decision-maker the room, date, and times in advance. Your decision-maker is responsible for coordinating employees’ schedules, communicating the plan, and making sure everyone can attend. Employees take part during paid work time. Your decision-maker also shares the survey link and the interview booking link with all employees, so everyone knows the room is available and can book a time, and replies promptly to scheduling requests. If more people want to take part than the number of interviews in your scope, TAKKLE will agree additional fees with your decision-maker before scheduling them. Once an employee has booked an interview time, it cannot be changed, and a missed interview is forfeited.

The room is included in the price for teams of 50 employees or fewer. For teams of 51 or more, the room is billed at cost, with the amount stated before you pay, or you may provide a private on-site room instead. If you reschedule with less than 48 hours’ notice, any non-refundable room fee is your responsibility. Travel outside Metro Vancouver is billed separately.

10. The report

The report contains anonymized results only, grouped into patterns. You do not receive individual survey responses or interview details. How you share the report inside your organization is up to you. You agree not to attempt to identify individual participants from it. TAKKLE keeps ownership of its methods, tools, and templates, and will not use your name or results in case studies without your written permission.

11. Outcomes

The Diagnostic provides evidence and a recommendation. TAKKLE does not guarantee any particular business outcome, such as changes in turnover, profit, or engagement. Results depend on how the findings are acted on, and TAKKLE is not responsible for outcomes from actions taken outside its recommendations or without its guidance. Change also takes time: meaningful results are generally not measurable before 30 days for teams of 50 employees or fewer, or 60 days for teams of 51 or more.

Questions

Ask before you book: kimberley@takkle.co or 604-594-5055.

Last updated: September 26, 2026.