PERSONALIZED SERVICES TERMS

These Personalized Services Terms ("Service Terms") are the master terms governing personalized services provided by Feather & Fire Systems ("Feather & Fire Systems," "we," "us," or "our") — services we perform, configure, build, or set up for a client's own business. They apply to every personalized service engagement, together with our Terms of Sale and Refund & Cancellation Policy.

The specific scope, price, and timeline for an individual project are confirmed in writing for that project (in an approval notice, proposal, order form, or agreement). Where a written project document conflicts with these Service Terms, the written project document controls for that project.

1. WHAT PERSONALIZED SERVICES ARE

Personalized services are done-for-you or done-with-you work product: configurations, setups, builds, and implementations tailored to a client's business, performed within the scope described for the service and confirmed for the project in writing. Work, features, data handling, integrations, content, revisions, or support not stated as included are not included, and may be available separately by written quote.

No training sessions, walkthrough calls, or ongoing support are included in a personalized service unless expressly stated in writing for that project. Guidance materials, instructions, and resources provided with a deliverable are part of the deliverable.

2. HOW A PROJECT STARTS

Our process for personalized services is:

1. Request and intake. The client completes the intake process for the service and provides the information and materials the project requires (which may include data files, business details, and preferences).

2. Review. We review the request and materials — ordinarily within 2 business days of receiving a complete intake — and confirm in writing whether the project is accepted, or decline it if it falls outside the service's scope or cannot be performed as requested.

3. Approval and payment. If the project is accepted, we confirm the scope, price, and timeline in writing and provide payment instructions. No charge is made before approval. An approval states how long it remains open; an approval that is not paid within its stated window lapses, and the project must be re-reviewed if the client later wishes to proceed.

4. Production. Work begins only after payment is received and the materials the project requires are in hand. Paying for one project does not start any other project.

5. Delivery. Completed deliverables are delivered electronically, ordinarily by email or download link, as described in Section 6.

We are not obligated to accept any project. A declined project is not charged; if any amount was paid for a declined project before review, it is refunded in full.

3. TIMELINES

- The timeline for each project is confirmed in writing before payment. Time estimates run from the later of payment received and receipt of all materials the project requires.

- Timelines assume the client responds to reasonable requests for information within a reasonable time. Delays caused by missing, late, or unusable client materials, or by client-requested changes, extend the timeline by at least the length of the delay.

- Dates we give are good-faith estimates based on the confirmed scope; a change in scope may change the timeline, and any such change is confirmed in writing.

4. CLIENT RESPONSIBILITIES

The client is responsible for:

- Providing accurate, complete, and usable information and materials, in the formats the intake requests. We are entitled to rely on what the client provides; errors, omissions, or defects in client-provided materials are the client's responsibility, and correcting them is not part of our error-correction obligation in Section 7.

- Having the right to provide, and to authorize us to use, all data, files, and content submitted for the project.

- Responding to reasonable questions and reviewing deliverables promptly.

- Reviewing the delivered work and reporting any errors within the correction window in Section 7.

- Their own business decisions and compliance. Our services configure systems and tools; the client remains responsible for how they use the deliverables in their business and for their legal, tax, platform, and regulatory compliance.

If required materials are not provided, or a client becomes unresponsive, we may pause the project; if the situation is not resolved within a reasonable period, we may close the project, with refunds (if any) governed by our Refund & Cancellation Policy based on the work performed.

5. SCOPE, CHANGES, AND WHAT IS NOT INCLUDED

- The confirmed written scope defines the project. Requests beyond it — including additional data, features, configurations, cleanup of client data, reconstruction of records, custom development, integrations, content creation, and ongoing maintenance or support — are outside the project and require a separate written quote and, where applicable, a separate project.

- We will not silently expand a project's scope: additional work is quoted and approved by the client before it is performed or charged.

- We configure and build within the capabilities of the platforms and tools involved. Platform limitations, changes, outages, or policy decisions by third-party providers are outside our control and are not defects in our work.

6. DELIVERY AND ACCEPTANCE

- Deliverables are delivered electronically. Delivery is complete when the deliverable is sent or made available to the email address or account the client designated.

- The client should confirm receipt and review the deliverable promptly. If a deliverable cannot be opened or accessed, the client should contact us at support@featherandfiresystems.com so we can re-deliver it.

- A project is complete on delivery, subject to the correction window in Section 7.

7. CORRECTION OF OUR ERRORS

- If a deliverable contains an error we made in the work we performed (for example, a configuration that does not match the confirmed scope or the accurate materials the client provided), the client may report it within 14 days after delivery, and we will correct it free of charge.

- Corrections under this section are limited to making the delivered work match the confirmed scope and the accurate materials provided. They do not include new work, changes in preference, or fixes for errors or omissions in client-provided materials — those are handled as a new request under Section 5.

- After the 14-day window, correction and support requests may be available by separate quote.

8. CLIENT DATA, FILES, AND CONFIDENTIALITY

- We use the information, data, and files a client provides only to perform and support that client's services, and for our ordinary business records as described in our Privacy Policy.

- We treat a client's non-public business information as confidential and do not sell it or share it for third parties' marketing.

- Retention: working copies of client-provided files and materials are deleted within 30 days after delivery of the project. We retain a copy of the final deliverable and ordinary project records (such as invoices, approvals, and correspondence) for our business records. A client who needs their materials returned should download or request them before the 30-day period ends.

- The client is responsible for keeping their own copies of everything they send us. Our deletion of working copies is permanent.

9. CANCELLATION AND REFUNDS

Cancellation and refund treatment for personalized services — including full refund before work begins, partial refund after work has begun, and no refund after delivery — is governed by our Refund & Cancellation Policy, which is part of these Service Terms.

10. NO GUARANTEED RESULTS

Personalized services deliver the configured work described in the confirmed scope. We do not guarantee specific business outcomes or results from the use of any deliverable, as stated in our Terms of Sale.

11. LIABILITY

Our liability for a personalized service project is limited as stated in our Terms of Sale — in no event more than the amount paid for that project — and excludes indirect, incidental, special, consequential, and lost-profit damages, to the fullest extent permitted by law.

12. GENERAL

These Service Terms are governed by Indiana law and the dispute process in our Terms of Sale. We may update these Service Terms from time to time; the version in effect when a project is approved governs that project.

CONTACT

Feather & Fire Systems Email: support@featherandfiresystems.com Website: featherandfiresystems.com