Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy applies to all services provided by Backcountry Tech Solutions ("BTS"), including web development, network installation, managed IT services, and hosting. Specific terms in individual client agreements take precedence over this general policy where they differ.

2. Project Development Services

For custom development work (websites, web applications, integrations):

• Deposits are non-refundable once work has commenced, as they cover planning, architecture, and initial development effort
• If BTS has not yet begun work, deposits are fully refundable upon written request
• Milestone-based projects: completed milestones are non-refundable; work in progress on the current milestone is negotiated in good faith
• If BTS fails to deliver agreed-upon work within the contracted timeline (excluding delays caused by client-side dependencies), the client is entitled to a pro-rata refund for undelivered milestones

3. Hosting & Managed Services

For ongoing hosting, infrastructure, and managed IT services:

• Hosting fees are billed quarterly and are non-refundable for the current billing period
• Clients may cancel hosting services with 30 days written notice
• Upon cancellation, BTS will provide a full export of client data and assist with migration within 30 days
• No cancellation fees are charged — we do not believe in locking clients into contracts
• If BTS experiences sustained service outages (>24 hours cumulative in a billing period) not caused by third-party infrastructure, affected clients receive a pro-rata credit

4. Emergency & Incident Response

For emergency response and incident resolution services:

• Emergency response fees are non-refundable once a technician has been dispatched or remote work has begun
• If the issue is determined to be outside BTS's scope of service, we will communicate this promptly and only bill for time spent on diagnosis
• Clients are never charged for follow-up related to the same incident within 72 hours

5. Network & Hardware Installation

For on-site network design and installation services:

• Hardware purchased through BTS is subject to manufacturer warranty terms and return policies
• Installation labor is non-refundable once completed, but BTS guarantees the work and will resolve installation-related issues at no additional charge for 90 days
• If installation cannot be completed due to site conditions not disclosed at the time of the estimate, any unused materials will be returned or credited

6. Satisfaction Guarantee

We stand behind our work. For all service types:

• If you are not satisfied with delivered work, contact us within 14 days of delivery
• We will work with you to address concerns and make reasonable revisions at no additional cost
• If we cannot resolve the issue to mutual satisfaction, we will negotiate a fair partial refund
• We prioritize long-term client relationships over short-term revenue — our goal is your success

7. How to Request a Refund or Cancel Services

To request a refund or cancel services:

• Email backcountry@tronboll.us with the subject line "Refund Request" or "Cancellation Request"
• Include your name, project or service details, and reason for the request
• We will acknowledge your request within 1 business day
• Approved refunds are processed within 10 business days via the original payment method
• You may also call (760) 782-8476 during business hours to discuss your request

8. Disputes

If you disagree with a billing charge or refund decision, please contact us directly. We are committed to resolving billing disputes fairly and promptly. If we cannot reach a resolution, disputes are subject to the governing law provisions in our Terms of Service.

9. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Existing client agreements are not retroactively affected by policy changes.