Refund Policy

1. Overview

At Keystonesaas LLC, we are committed to delivering high-quality software development services. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services.

2. Service-Based Refunds

Because we provide custom software development services tailored to each client's specific needs, our refund policy differs from product-based businesses:

• Services are custom-created based on your specific requirements
• Time and resources are allocated specifically to your project
• Work performed cannot be "returned" in the traditional sense

3. Deposit and Initial Payments

Initial deposits and setup fees are generally non-refundable because:

• Project planning and architecture work begins immediately upon payment
• Resources are allocated and scheduled for your project
• Initial analysis and consultation time has been invested

However, if we are unable to commence work on your project within 30 days of the agreed start date due to our scheduling, you may request a full refund of the initial deposit.

4. Milestone-Based Refunds

For projects with milestone-based payment structures:

• Payments for completed milestones are non-refundable
• If a milestone is not completed to the agreed specifications, we will revise the work at no additional cost
• You may terminate the project after any completed milestone with no penalty
• Payments for uncompleted milestones can be refunded if the project is terminated

5. Cancellation by Client

If you decide to cancel the project:

• You are responsible for payment for all work completed up to the cancellation date
• We will provide you with all work completed and project files
• Any remaining unused payments may be refunded, minus work already performed
• A cancellation fee of up to 20% of remaining project value may apply to cover administrative costs

6. Service Guarantees

We stand behind the quality of our work:

• We guarantee our code will function according to agreed-upon specifications
• Bug fixes and corrections for issues within our scope are provided at no additional cost
• If deliverables do not meet the agreed specifications, we will revise them at no charge
• Post-launch support is provided as outlined in your service agreement

7. Circumstances for Full Refunds

A full refund may be issued in the following circumstances:

• We are unable to commence work within 30 days of the agreed start date
• We determine that we cannot complete the project as specified
• We fail to deliver any work within 60 days of project commencement without valid reason
• Mutual agreement between both parties to terminate the project before work begins

8. Refund Request Process

To request a refund:

1. Submit a written refund request via email to contact@keystonesaas.com
2. Include your project details, invoice number, and reason for the refund request
3. We will review your request within 5 business days
4. If approved, refunds will be processed within 10 business days
5. Refunds will be issued to the original payment method

9. Non-Refundable Items

The following are non-refundable:

• Third-party services, licenses, or tools purchased on your behalf
• Domain names, hosting, or cloud service fees
• Completed and delivered work
• Consultation fees for meetings and planning sessions already conducted

10. Dispute Resolution

If you are dissatisfied with our services:

• Contact us immediately to discuss your concerns
• We will work with you to address any issues or concerns
• Most disputes can be resolved through open communication
• If we cannot reach a resolution, mediation may be pursued before legal action

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your continued use of our services after changes constitutes acceptance of the revised policy.

12. Contact Us

If you have questions about our Refund Policy or wish to request a refund, please contact:

Keystonesaas LLC
Email: contact@keystonesaas.com