Case study
Terms of Service humans can read
Turning 9,000 words of legalese into terms that customers actually accept — without weakening a single protection.
- Client
- Confidential SaaS client
- Type
- Legal copy rewrite for a B2B SaaS
01
The problem
The client's Terms of Service were losing them deals. Enterprise buyers flagged the document in procurement, sales cycles stalled for weeks, and support kept answering the same questions the terms were supposed to settle.
02
The process
I mapped every clause to its legal purpose with their counsel, interviewed the sales team about which sections triggered objections, and benchmarked five competitors' terms for tone and structure.
03
The solution
A full rewrite in plain English with a two-tier structure: a summary layer for humans, a precise layer for lawyers. Every protection preserved, every ambiguity removed, defined terms cut by half.
04
The result
Procurement objections on the terms dropped to near zero, and the median enterprise deal closed measurably faster. Support tickets referencing the terms fell by more than half.
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