1. Overview

Freebound ("we," "our," or "us") is committed to delivering high-quality software engineering services. This Refund & Dispute Policy outlines the terms under which refunds may be issued and how disputes are resolved. By engaging our services, you agree to the terms set forth in this policy.

2. Nature of Services

Our services include custom software development, MVP building, technical consulting, and related engineering work. Because software engineering services are inherently custom and labor-intensive, refund eligibility depends on the stage of the engagement and the nature of the issue.

3. Refund Eligibility

Refunds may be considered under the following circumstances:

Before Work Begins

If you cancel your project before any development work has commenced, you are entitled to a full refund of any payments made, minus any non-refundable deposit or discovery-phase fees explicitly agreed upon in your contract.

During Active Development

If you choose to cancel during an active engagement, you will be billed for all work completed up to the cancellation date. Any prepaid amounts for undelivered work will be refunded on a pro-rata basis. Completed milestones or deliverables that have been accepted are non-refundable.

After Delivery

Once deliverables have been accepted or a project has been completed and handed over, refunds are generally not available. If the delivered work contains defects or does not meet the agreed-upon specifications, we will address the issue under our warranty and revision process (see Section 5).

4. Non-Refundable Items

The following are generally non-refundable:

Discovery, research, or strategy sessions that have been completed
Third-party costs incurred on your behalf (e.g., hosting, domain registration, API subscriptions, software licenses)
Completed and accepted milestones or deliverables
Rush or expedited service fees

5. Warranty & Revisions

We stand behind the quality of our work. After delivery:

We provide a 30-day warranty period during which we will fix bugs or defects in the delivered software at no additional cost, provided they relate to the original agreed-upon specifications.
Requests for changes that fall outside the original scope of work are not covered by this warranty and will be treated as new work subject to separate pricing.
The warranty does not cover issues caused by modifications made by you or third parties after delivery.

6. Dispute Resolution Process

If you are dissatisfied with any aspect of our services, we encourage you to follow this process:

Step 1: Direct Communication

Contact us as soon as possible to describe the issue. Many concerns can be resolved quickly through open and direct communication. We aim to respond to all disputes within 2 business days.

Step 2: Review & Resolution

We will review the issue, including any relevant project documentation, communications, and deliverables. We will work with you in good faith to find a fair resolution, which may include revisions, partial refunds, or credits toward future work.

Step 3: Mediation

If we are unable to reach a resolution through direct communication, either party may propose mediation through a mutually agreed-upon third-party mediator. The costs of mediation will be shared equally between both parties unless otherwise agreed.

7. How to Request a Refund

To request a refund or initiate a dispute, please contact us using the link at the bottom of the page. Include the following information:

Your name and contact information
A description of the project or service in question
The reason for your refund request or dispute
Any supporting documentation (e.g., project agreements, correspondence)

We will acknowledge your request within 2 business days and aim to resolve all refund requests within 14 business days.

8. Chargebacks

We ask that you contact us directly before initiating a chargeback with your payment provider. Filing a chargeback without first attempting to resolve the issue with us may result in suspension of services and additional fees. We reserve the right to dispute any chargeback that we believe to be unwarranted.

9. Changes to This Policy

We may update this Refund & Dispute Policy from time to time. We will notify you of any changes by posting the updated policy on this page and updating the "Last updated" date. Your continued use of our services after any changes constitutes acceptance of the revised policy.

10. Contact Us

If you have questions about this Refund & Dispute Policy or need to submit a refund request, please contact us using the link at the bottom of the page.