This Refund Policy explains the circumstances under which Freeman Solutions 250 Ltd ("Freeman Solutions", "we", "our", or "us") will provide a refund for services, quotations, or product purchases. It applies to services delivered in Rwanda and product sales arranged through our company.

Our priority is to deliver work that meets the agreed specification. Where a genuine issue arises, we aim to resolve it fairly and quickly.

If you cancel a scheduled service before work has commenced, any deposit paid will be refunded in full, less any costs we have already incurred (such as materials purchased specifically for your project or travel expenses for a booked site visit).

If you cancel after work has commenced, you will be charged for all work completed and materials supplied up to the date of cancellation, and any balance of the deposit will be refunded.

Cancellation of a booked site inspection less than 24 hours before the scheduled time may incur an aborted-call-out fee to cover our technician's time and travel.

If you believe work we have completed is defective or does not meet the agreed specification, please contact us within 14 days of noticing the issue, and before any third-party repair is attempted.

We will inspect the affected area at no charge. If the issue is due to our workmanship or materials supplied by us, we will repair or rectify the issue at no additional cost to you, in line with our warranty terms.

If the issue is found to be caused by factors outside our scope (such as structural movement, third-party damage, or failure to perform required maintenance), we will provide a written report explaining the cause and a quotation for any rectification work, should you wish to proceed.

Where we are unable to rectify a genuine workmanship or material defect after a reasonable number of attempts (typically two), you may request a refund. The refund amount will be calculated based on the proportion of the works that have been satisfactorily completed, less the value of any materials consumed.

Refunds for services do not extend to claims arising from site conditions we could not reasonably have identified before work commenced, or from causes outside our control.

Physical products (such as construction chemicals and hardware) that are unopened, in their original packaging, and in resaleable condition may be returned within 7 days of purchase for a refund or exchange, subject to transport costs being borne by the customer.

Opened product containers, mixed products, or products that have been installed or applied cannot be returned, for safety and quality reasons.

Special-order or custom items (including products ordered specifically for your project) are non-refundable unless faulty.

Product warranty remains the responsibility of the original manufacturer, and we will assist you in making a claim where applicable.

Deposits are applied toward the total project cost and are not additional fees. Where a project proceeds to completion, the deposit is deducted from the final invoice.

Deposits are non-refundable where work has been scheduled, materials have been ordered, or significant preparation has been undertaken on the customer's behalf, except as described in this policy.

To request a refund, contact us by email at freemansolutionsltd@gmail.com or by phone at +250 799 833 663, and provide: your name, the project or invoice reference, a description of the issue, and any supporting photos or documentation.

We will acknowledge your request within 2 business days and aim to resolve it within 14 business days of receiving all required information.

Approved refunds will be issued using the original payment method where possible (bank transfer, mobile money, or cash). Refunds may take up to 5 business days to appear, depending on your payment provider.

No refund will include compensation for inconvenience, indirect losses, or costs incurred by the customer beyond the value of the services or products concerned.

We may update this Refund Policy from time to time. The latest version will always be published on this page, with the date of the last update shown at the top.

If you have any questions about this Refund Policy, please contact us at:

Freeman Solutions 250 Ltd — Kigali, Rwanda. Email: freemansolutionsltd@gmail.com Phone: +250 799 833 663