The 100% Refund Policy Clients Never Use - Hooked On Code

Company: Hooked On Code
Owners: Torie Capistran
Year Started: 2014
Employees: 1-10 (Emerging)

What do tropical beaches, irrational confidence, and refund guarantees have in common? In this episode, Torie Capistran, founder of Hooked On Code, shares how she went from building websites on the beach to creating an agency model so client-friendly, no one has ever claimed her money-back guarantee. You’ll hear hard-earned lessons, how to build processes that truly serve clients, and what happens when you fire your biggest client.

Key Takeaways

• The real risk of bringing in stakeholders too late (and how to avoid it)
• Why most website projects “suck”  and the structure Torie uses to prevent that
• How a “design + development” hybrid process improves client satisfaction
• The mindset shift that helped her quit corporate and grow confidently
• One bad client experience that reshaped her entire client qualification approach