Seven-day refund window
You may request a refund of the one-time service amount by contacting FirstForward LLC within seven (7) calendar days after service completion. The seventh day ends at 11:59 p.m. in the customer’s local time.
How to request a refund
Email FirstForwardLLC@gmail.com with the customer name, work order, ticket, or invoice reference, payment date, and a short description of the issue. This information helps us review the request promptly.
When a full refund applies
We will issue a full refund of the authorized one-time service amount if the service was not delivered; if the agreed issue was not resolved and cannot be resolved through the follow-up process below; or if the customer was charged more than the authorized one-time amount. Any excess charge will be refunded in full.
Follow-up and partial refunds
Where an issue can reasonably be re-attempted, we may first offer one additional session at no charge. You are not required to accept that offer, and declining it does not affect eligibility for a refund. If a service covered more than one device, item, or issue and only part was delivered, we may issue a partial refund for the undelivered portion and explain the calculation in writing.
What is not covered
This policy does not cover requests made more than seven calendar days after service completion; new or unrelated issues arising after delivery from third-party software updates, hardware failure, internet interruptions, power events, account-access changes, or network changes; issues we could not diagnose because required access, credentials, or information were not provided; or amounts paid to third parties for separately authorized software, subscriptions, or hardware unless those amounts can be recovered from that third party.
How approved refunds are processed
Approved refunds are returned to the original payment method within five (5) business days of approval. Your bank or card issuer may need additional time to post the credit. FirstForward LLC does not charge a refund-processing fee.
Your rights and questions
Nothing in this policy limits a right that cannot lawfully be waived. For questions about a refund or billing matter, contact FirstForwardLLC@gmail.com.