Refund Policy

Refund and Cancellation Policy

Effective Date: April 22, 2026
Last Updated: April 22, 2026

This Refund and Cancellation Policy applies to all services provided by Harbor Software LLC (“Harbor Software,” “we,” “our,” or “us”). It forms part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.

We want every engagement to end with a Client who is glad they chose us. This policy sets out how refunds and cancellations work so expectations are clear from day one.

1. Summary

• Fixed-fee implementation projects are refundable in defined stages before acceptance, and non-refundable after acceptance.
• Monthly retainers can be cancelled by either party with 30 days’ written notice. Paid retainer fees are not refunded for partial months.
• Third-party costs such as API usage, hosting, software licenses, and infrastructure are non-refundable.
• All refund requests are handled directly by Harbor Software. We ask Clients to contact us before raising a payment dispute with their card issuer.

2. Fixed-Fee Implementation Projects

Implementation work is delivered under a Statement of Work (SOW) that defines scope, deliverables, acceptance criteria, and a payment schedule. Refunds on implementation projects work as follows:

2.1 Before Work Begins

If Client cancels an SOW before Harbor Software has allocated resources or begun work, Client receives a full refund of any deposit paid, less any non-refundable third-party costs already incurred on Client’s behalf (for example, software licenses or domain purchases).

2.2 During Active Work

If Client cancels after work has begun but before acceptance of deliverables, Harbor Software will:

1. Stop work within two business days of written notice.
2. Invoice or credit based on completed milestones, as defined in the SOW. Partially completed milestones are billed on a time-and-materials basis at our standard rates.
3. Deliver all work product completed to the point of cancellation, subject to payment of any outstanding amounts.

No refund is due for work already completed and invoiced.

2.3 After Acceptance

Once Client has accepted a deliverable (either by written confirmation or by passing the acceptance period stated in the SOW), the fee for that deliverable is non-refundable. Post-acceptance issues are handled under the warranty clause in the Terms of Service, which provides a 30-day correction period for material defects.

3. Monthly Retainers

Retainers cover ongoing maintenance, hosting, support, and development work beyond the initial implementation.

3.1 Billing

Retainers are billed monthly in advance, on the same day each month (the “Billing Date”).

3.2 Cancellation

Either party may cancel a retainer by providing at least 30 days’ written notice before the next Billing Date. Service continues through the end of the paid period. No refunds are issued for partial months or for unused hours within a retainer.

3.3 Pausing a Retainer

Client may request to pause a retainer for up to 60 days. During a pause, Harbor Software will not perform active development work but will maintain system availability and respond to critical issues. Paused retainers are billed at 50% of the standard rate. Pauses longer than 60 days require a new agreement.

3.4 Service Downgrades

Clients may downgrade to a lower retainer tier with 30 days’ notice. The new tier takes effect at the next Billing Date.

4. Hourly and Time-and-Materials Engagements

Work billed hourly is non-refundable once performed. Any unused prepaid hours may be carried forward to the next invoicing cycle, subject to the terms of the SOW, or refunded if Client terminates the engagement in accordance with the SOW.

5. Third-Party Costs

Costs paid to third parties on Client’s behalf are non-refundable. These include, without limitation:

• API usage fees (OpenAI, Anthropic, Twilio, and similar providers)
• Hosting, cloud infrastructure, and domain fees
• Third-party software licenses and subscriptions
• Paid integrations or premium plugin fees

Where reasonably possible, Harbor Software will transfer third-party accounts or services to Client at the end of an engagement so that Client continues to benefit from any prepaid amounts.

6. Chargebacks and Payment Disputes

We ask Clients to contact us first if there is any concern about an invoice or charge. In almost every case, we can resolve the issue quickly and directly.

Raising a chargeback or payment dispute with a card issuer or bank without first contacting us is a breach of these terms. If Client raises such a dispute, Harbor Software may:

• Suspend Services immediately
• Provide the card issuer with the signed SOW, invoices, delivery records, acceptance confirmations, correspondence, and any other evidence of Services performed
• Treat the engagement as terminated for breach, in which case all outstanding fees become immediately due

Nothing in this clause limits any right Client has under applicable law.

7. How to Request a Refund or Cancel

To request a refund or cancel Services, send written notice to billing@harborsoftware.com from the email address associated with the engagement. Include:

• Client name and billing entity
• SOW or invoice reference number
• Reason for the request
• Preferred method of refund (original payment method where possible)

We acknowledge every request within three business days.

8. Processing Time

Approved refunds are processed to the original payment method within 10 business days of approval. The time for the refund to appear on Client’s statement depends on the payment method and the issuing bank, typically 5 to 10 additional business days for cards and 2 to 5 business days for ACH.

9. Changes to This Policy

We may update this policy from time to time. Material changes will be posted here with an updated “Last Updated” date and communicated to active Clients by email. Policy in effect at the time an SOW is executed applies to that SOW for its duration.

10. Contact

For all refund and cancellation questions:

Harbor Software LLC
Attn: Billing
1309 Coffeen Ave
Sheridan, WY 82801
United States
billing@harborsoftware.com