Basecamp's Value: Be fair and do the right thing

What’s fair? What’s the right thing? We all have to use our best judgment, and everyone’s judgment varies, but a good rule of thumb is “what would you do for a friend or a neighbor if they asked for help?” An example might be providing a refund even if it’s a little outside the refund window. Or being someone who says ’Sure we can do that for you’ when a customer expected you to say ’sorry, we can’t.’ If the request is reasonable, grant it. At the same time, saying no is sometimes the right thing! If that’s the case, don’t feel badly about it.