VA Force Refund Policy

1. Scope and Agreement Priority

This VA Force Refund Policy applies to virtual assistant service plans, prepaid service hours, custom projects and related professional services purchased directly from VA Force. It explains the standard rules used to review cancellations, unused balances, billing errors and refund requests.

Your signed service agreement, order form, proposal or statement of work may contain engagement-specific payment, notice, credit or refund terms. If those written terms conflict with this page, the signed or expressly accepted engagement document controls for that service.

2. Cancellation Is Different From a Refund

A cancellation request tells VA Force to end an engagement or prevent a future renewal in accordance with the notice and billing terms in your service agreement. A cancellation does not automatically reverse charges for work already performed, capacity already reserved, onboarding already completed or third-party costs already approved or committed.

To cancel future service, email hire@virtualassistantforce.com from an authorized account contact. Include the company name, service plan and requested cancellation date. VA Force will confirm the effective date and any remaining handover, billing or access steps in writing.

3. Advance Payment and Work Start

VA Force may bill in advance for a service plan, agreed hours, project milestone or monthly engagement. Work begins after the required payment, onboarding information, access and service requirements have been received. Advance payment may also reserve assistant capacity and delivery time for the agreed period.

The applicable scope, hours, billing cycle, deliverables, start date and any cancellation notice should be stated in the proposal, invoice or service agreement before work begins.

4. When a Refund May Be Approved

A full or partial refund may be approved after review when:

• A duplicate payment, overpayment or incorrect charge is confirmed.
• VA Force cannot begin the agreed service for a reason within its control and no acceptable replacement, revised start date or service credit is agreed.
• A material service issue within VA Force’s control cannot be corrected through reasonable remediation, re-performance or reassignment.
• A client cancels before work, onboarding or resource allocation begins and the applicable written terms permit a refund.
• A refund is required by the client’s signed agreement or applicable law.

Eligibility depends on the facts, service records and governing agreement. Submitting a request does not by itself guarantee approval or determine the refund amount.

5. Generally Non-Refundable Amounts

Unless a signed agreement or applicable law requires otherwise, the following are generally non-refundable:

• Completed or accepted work delivered within the agreed scope.
• Hours already worked, including meetings, training, research, reporting and administrative time.
• Setup, onboarding, recruitment, matching or account configuration already performed.
• Custom project work after execution has started or resources have been allocated.
• Reserved capacity or scheduled work where the governing agreement identifies it as committed or non-refundable.
• Approved third-party expenses, software, advertising, paid tools, subscriptions, licensed assets or external vendor charges already paid or committed.
• Fees for services delivered as agreed where a desired commercial, platform or market result was not achieved, because outcomes outside VA Force’s control are not guaranteed.

6. How Partial Refunds Are Calculated

When a partial refund is approved, VA Force calculates the refundable amount from the eligible prepaid amount remaining after deducting the value of work already performed or delivered and any non-recoverable commitments attributable to the engagement.

The calculation may use time records, milestones, the effective package rate, approved expenses and the applicable service agreement. VA Force will explain the basis of an approved partial refund on request. Any calculation remains subject to non-waivable legal rights.

7. Unused Prepaid Hours and Rollovers

Unused hours within an agreed service plan are generally not redeemable for cash and do not automatically become refundable when a client pauses or cancels service. This reflects the assistant capacity and delivery time reserved for the client.

A plan may allow unused hours to roll over, convert to a service credit or receive different treatment when that option is stated in a written agreement. Any rollover or credit must be used within the period and under the conditions stated in that agreement.

8. Service Issues and Available Remedies

If work does not match the agreed scope or reasonable service standard, notify VA Force promptly and identify the task, date, expected result and issue. Depending on the circumstances, VA Force may offer one or more of the following remedies before deciding whether a refund is appropriate:

• Correction or re-performance of the affected task.
• Additional quality review or clearer operating instructions.
• Reassignment or re-matching to another virtual assistant.
• A service credit for verified, undelivered work.
• A partial refund for an eligible, unearned portion when the issue cannot reasonably be corrected.

Offering a remedy does not limit any right that cannot legally be waived.

9. Client Responsibilities

Timely instructions, access, approvals, information and feedback are necessary for service delivery. A refund may be reduced or declined when the claimed issue results from:

• Delayed, incomplete, inaccurate or unclear instructions.
• Missing login access, files, tools, documents, approvals or feedback.
• Requests outside the agreed scope or changes made after work starts.
• Failure to attend scheduled meetings or cooperate with reasonable remediation.
• Third-party platform changes, outages, vendor decisions, market conditions or other factors outside VA Force’s reasonable control.

10. Billing Errors and Duplicate Payments

If you believe an invoice or payment is incorrect, contact VA Force promptly with the invoice number, payment date, amount, payment method and supporting record. If a duplicate payment, overpayment or incorrect charge is confirmed, VA Force will correct the account and issue any approved refund or credit.

11. Third-Party Costs, Taxes and Currency Charges

Third-party charges may include software subscriptions, advertising spend, paid tools, hosting, licensed assets, postage, payment services or external vendors approved for the engagement. Once paid or irrevocably committed, these amounts are generally not recoverable from VA Force.

Taxes, bank charges, card fees, payment processor fees and currency conversion differences are handled according to the payment provider, governing agreement and applicable law. VA Force will not deduct a fee from a refund where doing so is prohibited.

12. Refund Method and Processing Time

Approved refunds are normally issued to the original payment method. An alternative method may be used only when the original route is unavailable and VA Force agrees to the alternative in writing after any necessary account verification.

VA Force will initiate an approved refund within a reasonable time after the decision and receipt of any required payment details. The date funds appear in the client’s account is controlled by the payment processor, bank, card network or financial institution and may be later than the date VA Force initiates the refund.

13. Payment Disputes and Unauthorized Charges

Contact VA Force first when possible so the team can review an invoice, service record or cancellation status directly. If you believe a payment method was used without authorization, contact the issuing bank or payment provider promptly and notify VA Force.

VA Force may provide invoices, approvals, time records, communications and proof of service to a payment provider reviewing a dispute. A chargeback or payment dispute does not by itself change the parties’ rights under the governing agreement or applicable law.

14. How to Request a Refund Review

Email hire@virtualassistantforce.com as soon as you identify the issue. Use the subject line “Refund Review Request” and include:

• Your full name, company name and authorized account email.
• The invoice or transaction number, payment date and amount.
• The service plan, project or billing period involved.
• A clear description of the issue and the resolution requested.
• Relevant invoices, screenshots, task records, emails or other supporting documents.

VA Force may request additional information or verify that the requester is authorized to act for the account. The team will acknowledge and decide the request within a reasonable timeframe, subject to the governing agreement, payment records and applicable law.

15. Changes to This Refund Policy

VA Force may update this policy to reflect service, payment, legal or operational changes. The revised version will be posted on this page with a new effective date. An update does not override a signed service agreement and will apply only as permitted by the agreement and applicable law.

16. Contact VA Force

For a cancellation, billing question or refund review, contact VA Force in writing.