Refund
Policy

1. Overview and Philosophy

Assistvex is a professional services business. Unlike physical product purchases where a return involves shipping an item back, our services involve the investment of time, expertise, professional judgment, and resources that cannot be fully recovered once applied. For this reason, our refund policy is structured to reflect the nature of professional service delivery while remaining fair and transparent to all clients.

We stand behind the quality of our work. Before any engagement begins, we invest significant effort in discovery, alignment, and scoping to ensure that both parties have a clear and shared understanding of expectations, deliverables, and timelines. This upfront investment is the foundation of a successful engagement — and it is why disputes about deliverable quality are rare in practice.

That said, we understand that circumstances change, misalignments can occur, and there may be situations where a refund request is warranted. This Policy establishes the conditions, process, and limitations that apply.

2. Monthly Retainer Services

Monthly retainer fees secure a defined allocation of administrative support capacity and are generally non-refundable for the current active service month. The following conditions apply:

2.1 Pre-Commencement Cancellations

If a Client provides written notice of cancellation of a monthly retainer prior to the commencement of the first service month — meaning before any work has been initiated or any hours allocated — a full refund of any deposit or advance payment will be issued within ten (10) business days of the written cancellation notice.

2.2 Mid-Month Cancellations

Once a service month has commenced and work has begun, the retainer fee for that month is non-refundable. Assistvex will continue to deliver services through the end of the current billing month and will cease services at the end of that month if the Client has given proper notice of non-renewal.

2.3 Advance Payments

Where a Client has paid for future months in advance (beyond the current active month), those advance payments are eligible for a refund upon written cancellation request, provided that the Client provides notice at least fifteen (15) calendar days prior to the start of the month(s) in question.

2.4 Quality-Based Disputes for Retainer Services

If a Client believes that the services delivered during a given month did not meet the agreed standards or scope as documented in the applicable Service Agreement, the Client must submit a written dispute within fifteen (15) calendar days of the delivery of the work in question. Assistvex will review the dispute in good faith and, where a failure of delivery is substantiated, will offer one or more of the following remedies at its discretion: revision and correction of the work at no additional charge; a credit toward future services; or a partial refund proportionate to the scope of the shortfall.

3. Project-Based Engagements

For defined-scope project engagements, the following refund conditions apply:

3.1 Pre-Commencement Deposit

A deposit of fifty percent (50%) of the total project fee is collected prior to the commencement of work. This deposit covers the planning, scoping, resource allocation, and preparatory work invested by Assistvex before substantive project work begins.

If the Client cancels the project after the deposit has been paid but before substantive work has begun (defined as work occurring within the first five (5) business days following formal project kickoff), a refund of up to seventy-five percent (75%) of the deposit may be issued, with twenty-five percent (25%) retained to cover administrative and opportunity costs. No deposit refund is available after substantive work has commenced.

3.2 Mid-Project Cancellations

If a Client terminates a project after work has commenced, they are responsible for payment of all work completed through the date of termination. Assistvex will prepare and deliver a final invoice reflecting completed deliverables at the pro-rated project rate. Where a deposit has been collected and the value of work completed is less than the deposit amount, the difference will be refunded within fifteen (15) business days of project termination.

3.3 Milestone-Based Projects

For projects structured around defined milestone payments, each milestone payment is considered earned and non-refundable upon delivery of the milestone deliverable. The Client has seven (7) business days following delivery of each milestone to raise any substantive concerns, after which the milestone is considered accepted.

4. Circumstances Warranting a Full Refund

Assistvex will issue a full refund of amounts paid in the following circumstances:

• Assistvex is unable to deliver the agreed services due to internal operational failure for which the Client bears no responsibility.
• Assistvex unilaterally cancels a confirmed Service Agreement prior to commencement of work, for reasons other than Client breach.
• A material misrepresentation by Assistvex regarding the nature, scope, or capabilities of its services can be demonstrated to have induced the Client to enter into the Service Agreement.
• A force majeure event prevents Assistvex from performing services for a period exceeding thirty (30) consecutive calendar days, during which no alternative arrangement is feasible.

5. Non-Refundable Circumstances

No refund will be issued in the following circumstances:

• The Client changes business direction, strategy, or priorities after work has commenced, rendering the agreed services no longer relevant to their organization.
• The Client fails to provide required information, access, approvals, or feedback within agreed timelines, causing delays or scope changes.
• The Client is dissatisfied with a deliverable that was completed in accordance with the agreed scope and specifications without substantive deviation from those specifications.
• The Client requests services outside the agreed scope and later objects to the cost of those additional services.
• Delays or changes in delivery timeline that are directly attributable to the Client's failure to fulfill their responsibilities as outlined in the Terms of Service or Service Agreement.
• Unused capacity within a monthly retainer period, where the Client did not submit sufficient work within the period to utilize the full retainer allocation.

6. Refund Request Process

To submit a refund request, the Client must follow the process outlined below. Requests that do not follow this process may not be processed within standard timelines.

1. 01. Submit a written refund request to Assistvex at the contact information provided below. Include your full name, company name, service type, the amount in question, the basis for your refund request, and any relevant documentation.
2. 02. Assistvex will acknowledge receipt of your request within two (2) business days and will complete its review within ten (10) business days of receiving the full set of required information.
3. 03. Where a refund is approved, it will be issued to the original payment method within fifteen (15) business days of approval. Where the original payment method is no longer available, an alternative will be arranged in writing.
4. 04. Where a refund is denied or partially approved, Assistvex will provide a written explanation of the decision and, where applicable, propose an alternative resolution such as service credits or supplementary work.

7. Chargebacks and Disputes

We strongly encourage Clients to contact us directly before initiating a chargeback or payment dispute with their bank or payment processor. Chargebacks that are subsequently determined to be unfounded may result in the suspension of services, reporting to credit bureaus where applicable, and pursuit of outstanding balances through available legal channels.

Assistvex maintains detailed records of all work performed, communications, and deliverables, which are available to substantiate the legitimacy of any charge in the event of a payment dispute.

8. Amendments to This Policy

Assistvex reserves the right to modify this Refund Policy at any time. Changes will be reflected in the "Last Updated" date and, for active clients, communicated via email. Any changes will not affect refund requests that were submitted prior to the effective date of the change.