Refund Policy

1. General Refund Policy

1.1 Services Already Delivered

Payments for services that have already been completed or substantially delivered are generally non-refundable, except as expressly provided in this Refund Policy or an applicable written agreement.

1.2 Refund Requests

Refund requests must be submitted in writing by email to support@vassist.io within 15 calendar days of the original payment date.

Your refund request should include:

• Your full name or company name.
• Invoice number or payment reference.
• The reason for your refund request.
• Any supporting documentation or evidence, where applicable.

1.3 Processing Time

Approved refunds will generally be processed within 15 business days after we receive and approve a valid refund request.

The time required for the funds to appear in your account may vary depending on your payment provider, bank, or financial institution.

2. Eligible Refund Scenarios

2.1 Service Interruption

If VAssist is unable to deliver agreed Services due to a technical issue or operational failure on our side, we may, depending on the circumstances, provide a prorated refund or service credit for the affected portion of the Services.

2.2 Service Quality Concerns

If you believe that our Services do not meet the agreed requirements or standards, we encourage you to contact us as soon as possible with reasonable supporting information.

2.2.1 Reported Within 7 Days

If a service quality concern is reported within 7 calendar days of the payment date:

• We will review the complaint and the relevant circumstances.
• We will make reasonable efforts to address and resolve the issue within 48 hours, where reasonably possible.
• If the issue cannot reasonably be resolved, you may be eligible for a refund of up to 75% of the applicable service fee.

The remaining amount may be retained to cover work already performed and applicable administrative or operational costs.

2.2.2 Reported Within 15 Days

If a service quality concern is reported between 8 and 15 calendar days after the payment date:

• We will review the complaint and relevant supporting information.
• We will make reasonable efforts to resolve the issue within 48 hours, where reasonably possible.
• If the issue cannot reasonably be resolved, VAssist may approve a partial refund of up to 50% of the applicable service fee, depending on the circumstances.

The remaining amount may cover work already completed and applicable operational expenses.

2.3 Non-Refundable Fees

The following fees are generally non-refundable unless otherwise stated in a written agreement:

• Setup or onboarding fees.
• Consultation fees.
• Custom project planning fees.
• Completed milestones or completed portions of a project.
• Third-party software, subscriptions, or services purchased on behalf of the client.

2.4 Force Majeure

If Services are interrupted or delayed because of circumstances beyond our reasonable control, including natural disasters, war, government actions, widespread internet outages, or other force majeure events, VAssist may, depending on the circumstances, provide one of the following:

• A service credit.
• A prorated refund.
• Rescheduled service delivery.

2.5 Recurring Services

Clients may cancel recurring monthly Services by providing 30 days' written notice before the next billing cycle, unless a separate written agreement provides otherwise.

• No refunds will generally be issued for the current billing period once work has commenced.
• If payment has been made for future Services that have not yet started, VAssist may provide a prorated refund or service credit where applicable.

3. Refund Method

Approved refunds will generally be issued using the same payment method used for the original purchase.

If returning the funds through the original payment method is not reasonably possible, VAssist may offer an alternative method, including:

• Bank transfer.
• Service credit.
• Another mutually agreed payment method.

4. Exclusions

Refunds will generally not be issued for:

• A change of mind after work has begun.
• Delays caused by the client's failure to provide required information, approvals, materials, or access.
• Refund requests submitted after the applicable refund eligibility period.
• Services completed according to the agreed scope of work.
• Dissatisfaction based solely on subjective preferences after deliverables have been accepted.

5. Chargebacks

Before initiating a payment dispute or chargeback with your bank or payment provider, we encourage you to contact us directly at support@vassist.io so that we can review the issue and attempt to resolve it.

A chargeback submitted without first allowing VAssist a reasonable opportunity to address the issue may result in the suspension or termination of Services while the dispute is being reviewed.

6. Limitation

Refunds provided under this Policy are intended to represent the available financial remedy for eligible refund claims relating to the applicable Services, except where otherwise required by applicable law or expressly provided in a written agreement.

7. Changes to This Refund Policy

We may modify or update this Refund Policy from time to time to reflect changes to our Services, business practices, or applicable legal requirements.

Any updates will be posted on this page with a revised "Last updated" date.

Your continued use of our Services after an updated Refund Policy has been posted constitutes acceptance of the revised Policy to the extent permitted by applicable law.

8. Contact Us

If you have questions regarding this Refund Policy or would like to submit a refund request, please contact VAssist using the information below.