Refund Policy | VA Horizon

Thank you for choosing VA Horizon. We are committed to providing high-quality virtual assistant services. However, we understand that there may be circumstances where you need to cancel your service or request a refund. This policy outlines the terms and conditions for refunds, cancellations, and our replacement guarantee.

1. Definitions

"Service" refers to the virtual assistant services provided by VA Horizon.
"Setup Fee" refers to the one-time fee charged for recruiting, vetting, and onboarding a virtual assistant.
"Subscription Fee" refers to the recurring monthly fee for the virtual assistant's services.
"Client" refers to the individual or entity purchasing the Service.

2. Setup Fees

The Setup Fee covers the immediate costs associated with sourcing, interviewing, background checking, and training a dedicated virtual assistant for your specific needs. This process begins immediately upon your payment.

Therefore, Setup Fees are non-refundable once the onboarding process has commenced. The onboarding process is deemed to have commenced 24 hours after payment is received or when we present you with candidate profiles, whichever occurs first.

3. Subscription Services & Cancellation

VA Horizon services are billed on a subscription basis. You will be billed in advance on a recurring and periodic basis (such as monthly).

Cancellation Policy

You may cancel your subscription at any time by providing us with at least 30 days' written notice via email to youssef@vahorizon.site.

Your service will continue until the end of the 30-day notice period, and you will be billed for this final period. No refunds will be issued for partial months of service or for periods where the Client did not utilize the available services.

4. 5-Day Replacement Guarantee

We strive to match you with the perfect Virtual Assistant. However, if you are not satisfied with the performance of your assigned Virtual Assistant within the first 5 business days of their start date, we offer a Replacement Guarantee.

How it works:

Notification: You must notify us in writing at youssef@vahorizon.site within the first 5 business days of the VA's start date.
Replacement: We will immediately begin the process of finding a replacement VA for you at no additional Setup Fee.
Credit: We will credit the unused portion of your first month's Subscription Fee towards the new VA's service.

Note: This guarantee entitles you to a replacement VA, not a cash refund of fees paid.

5. Refunds for Service Failure

In the unlikely event that VA Horizon is unable to provide the Service due to our own operational failure (e.g., we cannot find a suitable candidate within 30 days of payment), you will be entitled to a full refund of all fees paid, including the Setup Fee.

Refunds will be processed to the original method of payment within 5-10 business days.

6. Chargebacks and Disputes

We are committed to resolving any billing issues directly with our clients. If you believe a charge is incorrect, please contact us immediately at youssef@vahorizon.site.

Unjustified Chargebacks: If you initiate a chargeback with your credit card issuer or bank for a valid charge under these terms (e.g., a non-refundable Setup Fee or a Subscription Fee during the notice period), we reserve the right to:

Immediately suspend all services.
Dispute the chargeback with evidence of your agreement to these terms.
Recover any costs associated with the dispute, including legal fees and administrative costs.
Ban you from using VA Horizon services in the future.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

Refund & Cancellation Policy