Terms of Service

Last Updated: January 1, 2026

These Terms of Service govern all services requested from or provided by Freestate Investigations, LLC (“FSI,” “we,” “us,” or “our”). By submitting an order, requesting services, sending documents, approving work, using our website, communicating with us by email or telephone, submitting a ServeManager request, submitting a purchase order, paying an invoice, or otherwise accepting services from FSI, the client agrees to these Terms of Service.

For current service rates, service levels, optional enhancements, and related fees, please review our pricing page. These Terms of Service apply together with any written quote, invoice, order form, email confirmation, service agreement, ServeManager entry, or written instruction accepted by FSI.

These Terms are intended to apply broadly to all services requested from FSI, including service of process, document retrieval, court filing support, skip tracing, investigative support, stakeouts, court appearances, nationwide forwarding, registered agent related services, and related legal support work.

1. Scope of Services

FSI provides professional process serving, legal support, document retrieval, court filing support, skip tracing, investigative support, stakeouts, court appearance support, nationwide forwarding, and related services. Services may include routine, rush, same day, specific date, specific time, subpoena, registered agent, corporate, residential, government agency, courthouse, and nationwide assignments.

FSI is not a law firm and does not provide legal advice. The client is responsible for determining what documents must be served, who must be served, where service is legally permitted, what method of service is required, and whether any court deadline, rule, statute, or procedural requirement applies. FSI may provide general operational information based on experience, but such information is not legal advice.

The client remains responsible for consulting with an attorney or other qualified legal professional regarding legal strategy, court rules, service requirements, deadlines, filing requirements, alternative service, substituted service, publication, posting, or any other legal issue.

2. Acceptance of Terms

Any request for services submitted to FSI constitutes acceptance of these Terms of Service, whether the request is made through our website, by telephone, by email, through ServeManager, through a court filing platform, by purchase order, by referral, by payment of an invoice, or by any other method.

If a client does not agree with these Terms of Service, the client should not submit documents, request services, approve work, or make payment. Once services are requested, assigned, scheduled, reviewed, printed, routed, researched, or otherwise started, the client is responsible for all applicable charges.

The person submitting the request represents that they have authority to bind the client, law firm, company, agency, organization, or party on whose behalf the request is made.

3. Pricing and Payment

Unless the client has an established account and a pre-approved billing arrangement with FSI, all fees must be paid in full before services are scheduled or performed. Pre-approved billing arrangements may be established in writing or verbally at FSI’s discretion.

Clients with approved billing accounts are generally billed on net 30 terms from the invoice date unless otherwise agreed. First time clients, pro se clients, individuals, and any client without an approved billing account are required to pay in advance.

Pricing is based on the service type, location, urgency, number of parties, number of addresses, document volume, required attempts, special instructions, court requirements, travel, and any optional services selected. Current pricing and common service categories are listed on our pricing page.

Published pricing is subject to change. Unless otherwise stated in writing, the pricing in effect at the time the service is ordered applies.

Payment is for professional services rendered, not for guaranteed results. Fees compensate FSI for professional time, labor, administration, travel, document handling, assignment, route planning, communication, reporting, and service efforts.

4. Client Responsibilities

The client is responsible for providing accurate, complete, and current information, including the correct name of the person or entity to be served, service address, known aliases, physical description, vehicle information, workplace information, known schedules, special risks, deadlines, court requirements, and all documents required for service.

FSI is entitled to rely on the information provided by the client. FSI is not responsible for delays, unsuccessful attempts, additional fees, missed deadlines, or non-service caused by inaccurate, incomplete, outdated, misleading, or late information supplied by the client or any third party acting on the client’s behalf.

Clients must respond promptly to requests for clarification, missing documents, corrected information, additional payment, or authorization for further work. Failure to respond may delay, suspend, or close the assignment.

The client is responsible for reviewing all documents before sending them to FSI. FSI is not responsible for defects in the documents supplied by the client, including wrong names, wrong case numbers, missing pages, improper parties, unsigned documents, expired summonses, incorrect court information, or documents that are not legally sufficient for the client’s intended purpose.

5. Service Attempts

Service fees may be charged as a flat rate for a defined service level, as a per attempt fee, or as otherwise quoted. Unless otherwise stated in writing, service pricing applies to one address and one party to be served.

If the provided address is incorrect, outdated, inaccessible, unsafe, vacant, incomplete, or otherwise unsuitable for service, additional fees may apply for a new address, additional attempts, skip tracing, stakeout time, travel, or related work.

FSI does not guarantee successful service. Payment is for professional time, labor, travel, expertise, administration, document handling, route planning, communication, reporting, and diligent service efforts. Payment is not contingent on successful service, locating the subject, the subject accepting documents, or any legal outcome.

Refusal to accept documents, evasion, no contact, inability to access a building, lack of response at an address, incorrect information, third party obstruction, or other circumstances outside FSI’s control do not entitle the client to a refund.

6. Non-Service and Affidavits

If service cannot be completed, FSI may issue an Affidavit of Non-Service, declaration, report, or similar document describing the relevant attempt history and reason service was not completed.

If a client declines to authorize additional attempts, declines to provide updated information, declines to pay additional required fees, or does not respond to requests for direction, FSI may close the assignment and issue an Affidavit of Non-Service or equivalent report. Once closed, no further work will be performed unless a new request is submitted and all required fees are paid.

FSI may determine, in its professional judgment, when additional attempts are unlikely to be productive without further information, additional fees, skip tracing, surveillance, stakeout time, alternative service authorization, or further client instruction.

7. Additional Fees

Additional fees may apply for extra attempts, additional addresses, additional parties, rush service, same day service, specific date service, specific time service, stakeouts, wait time, courthouse work, document retrieval, certified copies, notarization, special handling, excessive document volume, printing, scanning, mailing, mileage, tolls, parking, travel, court filing, e-filing, affidavit preparation, revised affidavits, corrected documents, difficult access locations, gated communities, secured buildings, military installations, hospitals, correctional facilities, government agencies, and other special circumstances.

Additional fees may also apply when documents exceed the page count included in the quoted service level. Printing and document handling charges are listed on our pricing page or may be separately quoted.

If additional services become necessary due to circumstances outside FSI’s control, the client is responsible for the applicable published fee or any separately quoted amount.

Unless otherwise agreed in writing, FSI is not required to advance third party costs, court costs, filing fees, certification fees, postage, shipping, vendor costs, parking, tolls, or other expenses on behalf of the client.

8. Cancellations and Refunds

All fees are nonrefundable once a service request has been submitted and work has begun. Work includes, but is not limited to, file review, administrative setup, conflict review, document review, printing, scanning, routing, scheduling, assignment to a process server, skip tracing, database research, communication with the client, communication with a process server, travel, or any service attempt.

If a client cancels by email to [email protected] before work has begun and before any attempt has been made, FSI may assess a cancellation and handling fee of $35.00. Once work has begun, the full fee may be deemed earned.

Fees are paid for services rendered and efforts made. FSI does not issue refunds merely because service was unsuccessful, the subject avoided service, the address was bad, the client later resolved the case, the client no longer needs service, the court rejected a filing, or the client changes instructions after work has started.

Refunds, credits, or courtesy adjustments, if any, are issued only at FSI’s sole discretion and do not create any obligation to provide similar refunds, credits, or adjustments in the future.

9. Rush, Same Day, and Special Service Requests

Rush, same day, specific date, specific time, and other priority services are subject to availability, geography, document readiness, payment, staff capacity, server availability, weather, traffic, court access, building access, and safety considerations.

A rush or priority fee increases the urgency and handling priority of the assignment. It does not guarantee successful service, personal contact, immediate completion, or completion by a particular time unless FSI expressly agrees in writing.

If a same day, rush, or specific time request cannot reasonably be completed due to circumstances outside FSI’s control, FSI may continue the assignment under the closest available service level unless the client gives timely contrary written instructions.

10. Court Appearances

If a process server, investigator, records custodian, or FSI representative is required to appear in court, testify, attend a hearing, participate in a deposition, or provide testimony regarding service, records, or related work, court appearance fees apply.

Virtual appearances are billed at $75.00 per hour with a one hour minimum. In-person appearances in Maryland, Washington, D.C., and Northern Virginia are billed at $150.00 per hour with a three hour minimum. In-person time is billed portal to portal, meaning time begins when the individual departs their starting location and ends upon return.

Payment for court appearances must be made in advance. All appearances are subject to availability. Subpoenas, court orders, and appearance requests should be provided as far in advance as possible.

FSI does not guarantee that any current or former process server, investigator, contractor, or representative will be available for a requested appearance, especially if the request is made on short notice.

11. Weather, Safety, and Delays Beyond Our Control

Service times may be delayed, rescheduled, or suspended due to severe weather, unsafe conditions, road closures, courthouse closures, government closures, illness, emergencies, natural disasters, civil unrest, law enforcement activity, transportation interruptions, building restrictions, gated access, security policies, or other events beyond FSI’s reasonable control.

FSI reserves the right to decline, delay, or discontinue any service attempt that appears unsafe, unlawful, unethical, impractical, or inconsistent with company policy.

FSI is not responsible for delays caused by courts, clerks, government agencies, registered agents, correctional facilities, hospitals, military installations, private security, building management, reception staff, law enforcement, or any other third party.

12. Independent Contractors and Nationwide Services

FSI may use employees, independent contractors, affiliated process servers, investigators, court runners, vendors, or nationwide service partners to complete assignments. FSI may assign, forward, or subcontract work when appropriate.

Nationwide forwarding and out of area services may be subject to the policies, availability, and pricing of local service providers. Additional fees may apply based on jurisdiction, location, urgency, document volume, and service requirements.

When work is forwarded to an outside provider, FSI may rely on the reports, affidavits, notes, charges, and representations of that provider. The client remains responsible for all approved or applicable charges.

13. Affidavits, Records, and Corrections

FSI prepares affidavits, declarations, service reports, GPS records, photographs, timestamps, body worn camera recordings, attempt histories, and related documentation based upon the observations and records created during the assignment. Clerical or typographical errors may be corrected when appropriate.

The client acknowledges that affidavits, declarations, and service records are sworn factual documents or business records based upon the facts known to FSI and its personnel. FSI will correct clerical or typographical errors when appropriate, but FSI will not modify truthful factual statements, observations, dates, times, descriptions, GPS records, photographs, video recordings, or other evidence to accommodate litigation strategy, settlement negotiations, client preference, or any requested version of events that is not supported by the record.

FSI will not alter truthful affidavits, declarations, GPS records, timestamps, photographs, video recordings, body worn camera footage, attempt notes, descriptions, service details, or factual observations to accommodate a client’s preferred wording, litigation strategy, or legal position. Requests to modify truthful factual records will be declined.

The client is responsible for reviewing all affidavits, invoices, reports, service records, and related documentation immediately upon receipt. Any request for correction or dispute must be submitted in writing within seven (7) calendar days after delivery. After seven (7) calendar days, all affidavits, invoices, reports, and service records shall be deemed accepted as accurate unless FSI determines, in its sole discretion, that a clerical error should be corrected.

FSI may maintain internal records, notes, GPS data, photographs, video, communications, and supporting documentation in the ordinary course of business. FSI is not required to provide every internal record, note, photograph, video, or administrative file unless required by law, court order, subpoena, or separate written agreement.

All photographs, body worn camera recordings, video recordings, GPS data, internal notes, investigative materials, administrative notes, and records created by FSI remain the property of FSI unless otherwise required by law, court order, subpoena, or separate written agreement.

14. Electronic Communications

The client agrees that invoices, receipts, affidavits, status updates, notices, reports, requests for payment, and other communications may be sent electronically by email, ServeManager, website form, payment platform, or other electronic means.

Electronic records, electronic signatures, electronic invoices, emailed documents, and electronically delivered affidavits shall have the same effect as paper records unless a court or applicable law requires otherwise.

The client is responsible for providing and monitoring a valid email address. FSI is not responsible for delays caused by spam filtering, blocked emails, incorrect addresses, ignored emails, unread messages, or client failure to monitor communications.

15. Invoice, Affidavit, and Record Disputes

Any concern or dispute regarding an invoice, charge, service attempt, affidavit, report, service record, photograph, GPS entry, video record, body worn camera record, or completed assignment must be submitted in writing within seven (7) calendar days after delivery of the invoice, affidavit, report, service record, or other challenged item.

Failure to submit a written dispute within seven (7) calendar days may be considered evidence that the invoice, affidavit, report, service record, charge, or assignment was accepted as accurate and complete.

FSI will review timely disputes in good faith. Submitting a dispute does not relieve the client of responsibility for undisputed amounts or for payment obligations that are otherwise due.

A dispute submitted to a credit card company, payment processor, bank, or other financial institution does not satisfy the client’s obligation to submit a written dispute directly to FSI under this section.

16. Late Payment and Collection Costs

Any account balance remaining unpaid more than 30 days after the invoice date may be assessed a delinquent account administrative fee of $10.00 per month for up to 12 months while the account remains unpaid.

This delinquent account administrative fee is intended to reasonably compensate FSI for ongoing administrative costs associated with maintaining and servicing delinquent accounts, including account review, billing administration, statement generation, collection follow up, bookkeeping reconciliation, record maintenance, and related overhead expenses. This fee is not interest and is not intended as a finance charge.

The client is responsible for reasonable court costs, collection costs, filing fees, service fees, attorney’s fees, and related expenses incurred by FSI in collecting any unpaid balance, where permitted by law.

FSI may suspend or refuse additional work for any client with an unpaid balance, disputed payment history, revoked payment, chargeback, returned payment, or prior collection issue.

17. Returned Payments, Chargebacks, and Payment Disputes

A chargeback, payment dispute, ACH reversal, stop payment, returned payment, returned check, revoked authorization, or other reversal of funds does not cancel, reduce, waive, or otherwise affect the client’s obligation to pay for services requested, assigned, attempted, performed, or completed.

Before initiating a chargeback or payment dispute with a credit card company, bank, Stripe, payment processor, or other financial institution, the client agrees to first notify FSI in writing and provide FSI with a reasonable opportunity to review and resolve the matter directly. Initiating a chargeback or payment dispute does not satisfy the client’s obligation to dispute an invoice, affidavit, report, or service record under Section 15 of these Terms of Service.

If FSI is required to respond to a chargeback or payment dispute relating to services that were authorized, requested, assigned, attempted, performed, or completed, the client agrees to reimburse FSI for a Chargeback Administrative Fee of $75.00 per disputed transaction. This fee represents a reasonable estimate of the administrative costs associated with gathering documentation, reviewing the file, responding to the dispute, communicating with payment processors, preserving records, and addressing the administrative burden caused by the payment dispute. This fee is intended solely to reimburse administrative costs and is not intended as a penalty.

The client further agrees to reimburse FSI for all payment processor fees, bank fees, chargeback fees, returned payment fees, ACH reversal fees, merchant account fees, and similar expenses actually incurred as a result of the payment dispute or reversal.

If the payment processor, bank, card issuer, or financial institution resolves the chargeback or payment dispute in favor of FSI, the client remains responsible for the original invoice balance, any applicable delinquent account administrative fees, the Chargeback Administrative Fee, and all actual payment processor or banking fees incurred by FSI.

If the payment processor, bank, card issuer, or financial institution resolves the chargeback or payment dispute in favor of the client, that decision does not determine the legal validity of the debt, does not waive FSI’s right to pursue collection, and does not prevent FSI from seeking recovery through court or other lawful means.

If FSI is required to pursue collection through litigation, small claims court, post judgment collection proceedings, or other lawful means, the client shall remain responsible, to the fullest extent permitted by law, for the original balance, all recoverable court costs, filing fees, service fees, collection costs, post judgment enforcement costs, reasonable attorney’s fees, administrative fees, and any other reasonable expenses incurred in collecting the unpaid balance.

The parties expressly agree that obligations relating to attorney’s fees, court costs, collection costs, administrative fees, chargeback costs, returned payment costs, post judgment collection costs, post judgment enforcement costs, and other collection related expenses shall survive entry of judgment and shall not merge into any judgment entered in favor of FSI.

The obligations in this section survive any payment reversal, chargeback decision, judgment, settlement, dismissal, cancellation, closure of the assignment, or termination of the client relationship.

18. Limitation of Liability

To the fullest extent permitted by applicable law, Freestate Investigations, LLC (“FSI”), its owners, employees, independent contractors, agents, affiliated process servers, investigators, vendors, and representatives shall not be liable for any direct, indirect, incidental, consequential, special, exemplary, punitive, or lost profit damages arising out of or relating to any services requested, assigned, attempted, performed, delayed, discontinued, or declined, regardless of the legal theory asserted.

To the fullest extent permitted by applicable law, FSI makes no warranty or guarantee that service of process will be completed, that an individual can be located, that a person will accept documents, that substitute service will be available, that posting or alternative service will be authorized, that a court will accept any affidavit or declaration, that a filing will be accepted, or that any legal matter will result in a favorable outcome. The client acknowledges that legal proceedings involve factors beyond FSI’s control.

To the fullest extent permitted by applicable law, FSI shall not be responsible for missed deadlines, statutes of limitation, court scheduling, filing errors, attorney error, client error, inaccurate information supplied by the client, incorrect addresses, evasive subjects, refusal to accept documents, court rulings, dismissal of actions, denial of motions, defaults, vacated judgments, inability to locate a subject, unsuccessful service, third party conduct, third party obstruction, or any legal consequence arising from the client’s underlying matter.

To the fullest extent permitted by applicable law, FSI is not responsible for the legal sufficiency of documents supplied by the client, the legal sufficiency of the method of service requested by the client, the client’s selection of parties to be served, the client’s selected address, or the client’s interpretation of applicable court rules or law.

Under no circumstances shall FSI’s total aggregate liability arising from any assignment exceed the total amount actually paid to FSI for the specific assignment giving rise to the claim, regardless of the number of claims asserted or the legal theories used.

The client expressly agrees that this limitation of liability is a material part of the agreement and that the fees charged by FSI are based upon these limitations. If the client does not agree to these limitations, the client should not request services from FSI.

19. Client Indemnification

The client agrees to defend, indemnify, and hold harmless Freestate Investigations, LLC, its owners, employees, independent contractors, affiliated process servers, investigators, agents, vendors, successors, and assigns from and against any and all claims, demands, lawsuits, damages, liabilities, judgments, fines, penalties, costs, and expenses, including reasonable attorney’s fees and litigation expenses, arising out of or relating to:

• Information provided by the client that is inaccurate, incomplete, misleading, or outdated;
• Documents supplied by the client that are incorrect, defective, expired, incomplete, or legally insufficient;
• The client’s violation of any applicable law, court rule, order, deadline, or procedural requirement;
• Instructions provided by the client or anyone acting on the client’s behalf;
• The client’s misuse of FSI’s services, reports, affidavits, records, or work product;
• Any dispute between the client and the person or entity being served;
• Any claim, complaint, threat, lawsuit, or allegation made by the person served, a household member, employer, registered agent, business, building representative, third party, or opposing party;
• The client’s failure to provide timely, accurate, complete, or lawful instructions;
• Any claim arising from the client’s underlying legal matter that is unrelated to FSI’s own intentional misconduct;
• Any subpoena, court order, deposition, hearing, records request, or testimony requirement arising from the client’s assignment, except to the extent separately paid as required by FSI’s appearance or records fees.

The client’s indemnification obligation includes payment of reasonable attorney’s fees, court costs, defense costs, investigation costs, staff time, administrative costs, and any other reasonable expenses incurred by FSI in responding to or defending against such claims.

This indemnification obligation shall survive completion of the assignment, cancellation of services, closure of the file, payment of the invoice, non-payment of the invoice, and termination of the client relationship.

20. Right to Refuse or Discontinue Service

FSI reserves the absolute right, at its sole discretion, to refuse, suspend, postpone, or discontinue any requested service at any time, with or without prior notice, whenever FSI determines that continuing the assignment would be unlawful, unethical, unsafe, impractical, impossible, commercially unreasonable, inconsistent with company policy, outside the scope of services offered, or likely to expose FSI or its personnel to unreasonable legal, financial, reputational, operational, or physical risk.

FSI further reserves the right to refuse service to any client who provides false or misleading information, engages in abusive or threatening conduct, refuses to comply with payment terms, initiates a chargeback without first contacting FSI, repeatedly changes instructions after work has commenced, demands alteration of truthful records, requests unlawful or unethical conduct, refuses to provide necessary information, or otherwise interferes with the orderly completion of an assignment.

FSI may also refuse, suspend, or discontinue service if a requested assignment appears to involve harassment, stalking, improper surveillance, misuse of legal process, fraud, threats, unsafe locations, hostile parties, unlawful documents, defective documents, or any purpose inconsistent with lawful legal support services.

If services are refused, suspended, postponed, or discontinued after work has begun, the client shall remain responsible for all fees earned, costs incurred, and services performed up to the date the assignment is closed.

21. Reliance on Client Information

FSI is entitled to rely upon all information, documents, addresses, names, and instructions provided by the client without independent verification. FSI has no duty to investigate the legal sufficiency, accuracy, completeness, or validity of information supplied by the client unless specifically engaged in writing to do so.

The client assumes all responsibility for the accuracy of the information provided. If the client requests skip tracing, investigation, address verification, or other research services, those services are limited to the scope ordered and do not shift responsibility for legal strategy or case deadlines to FSI.

22. Reliance on FSI Records

The client agrees that FSI’s contemporaneously created GPS records, timestamps, photographs, body worn camera recordings, field notes, attempt notes, electronic communications, affidavits, declarations, reports, payment records, and internal business records may be relied upon by FSI in responding to disputes, chargebacks, litigation, court proceedings, collection actions, subpoenas, records requests, or other proceedings.

The client further agrees that FSI’s ordinary course business records may be used to establish services requested, services performed, attempts made, communications sent, documents delivered, payments owed, and amounts due.

23. No Legal Advice

FSI is not a law firm. No employee, contractor, process server, investigator, or representative of FSI provides legal advice on behalf of the client. Communications from FSI are for administrative, operational, billing, or service coordination purposes only.

The client should consult an attorney regarding court rules, service methods, deadlines, sufficiency of service, alternative service, substituted service, publication, posting, jurisdiction, venue, pleadings, motions, subpoenas, or any other legal issue.

24. Confidentiality and Records

FSI handles client information in the ordinary course of providing legal support services. FSI may share documents, instructions, addresses, and relevant assignment information with employees, contractors, affiliated servers, vendors, court personnel, government offices, registered agents, or other persons as reasonably necessary to complete the requested work.

FSI may retain records in paper or electronic format according to its internal recordkeeping practices. FSI is not required to retain records indefinitely unless required by law or separate written agreement.

FSI may withhold internal notes, internal communications, administrative records, raw video, raw photographs, GPS metadata, investigative materials, or other internal business records unless production is required by law, court order, subpoena, or separate written agreement.

25. Chargebacks Do Not Replace Contractual Disputes

The client agrees that FSI’s seven (7) calendar day dispute procedure is a material part of these Terms of Service. A dispute filed with Stripe, a credit card company, bank, or other payment processor is not a substitute for timely written notice to FSI.

If a client initiates a payment dispute without first notifying FSI in writing and allowing a reasonable opportunity to resolve the matter, FSI may treat the dispute as a failure to follow the agreed dispute procedure.

26. Survival of Obligations

The client’s obligations regarding payment, collection costs, attorney’s fees, indemnification, limitation of liability, confidentiality, record retention, chargebacks, returned payments, dispute resolution, post judgment collection costs, administrative fees, and venue shall survive completion of the services, cancellation of the assignment, closure of the file, termination of the parties’ relationship, and payment or nonpayment of the invoice.

27. Governing Law and Venue

These Terms of Service, all invoices, and all services provided by FSI are governed by the laws of the State of Maryland.

Any claim, dispute, lawsuit, collection action, or proceeding arising out of or relating to these Terms of Service, an invoice, or services provided by FSI shall be brought exclusively in the state courts located in Charles County, Maryland. The parties consent to personal jurisdiction and venue in those courts.

The client waives any objection to jurisdiction or venue in the state courts located in Charles County, Maryland, to the fullest extent permitted by law.

28. Severability

If any provision of these Terms of Service is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.

If any provision is deemed overly broad, the provision shall be interpreted and enforced to the maximum extent permitted by law.

29. Changes to These Terms

FSI may revise these Terms of Service from time to time. The version in effect on the date services are ordered shall govern the assignment unless otherwise agreed in writing by FSI.

Continued use of FSI’s services after updated Terms are posted constitutes acceptance of the updated Terms for future assignments.

30. Entire Agreement

These Terms of Service, together with any applicable invoice, written quote, order confirmation, service agreement, pricing page, or written instruction accepted by FSI, constitute the agreement between the client and FSI for the requested services.

If there is a conflict between these Terms of Service and an invoice or written quote, FSI may determine which provision applies unless a separate written agreement signed by FSI expressly states otherwise.

No waiver, modification, or exception to these Terms is valid unless approved by FSI in writing. FSI’s decision to make a courtesy adjustment, perform extra work, delay collection, or waive a fee in one instance does not waive FSI’s right to enforce these Terms in any other instance.