NAIWOR

Refund Policy

Last updated: July 10, 2024

Our Commitment to Quality

At BALISTAN LIMITED, we are committed to delivering high-quality virtual assistant services and fostering long-term partnerships with our clients. We believe in transparent and fair policies. This Refund Policy outlines our approach to refunds and service satisfaction, ensuring clarity for both parties. Our primary goal is to address any service issues proactively through correction and collaboration rather than refunds.

General Policy

As a service-based business, we sell our time, expertise, and the completion of tasks. Therefore, once a service has been rendered or a block of time has been allocated and paid for, we generally do not issue refunds. The policies below detail how we handle different service types.

Monthly Retainer Plans (Starter, Growth, Business)

  • Non-Refundable Fees: Payments for monthly retainer plans are made in advance to secure our services for the upcoming month. These fees are non-refundable once the billing cycle has commenced.
  • No Rollover of Unused Hours: As stated in our Terms of Service, unused hours from a monthly plan do not carry over to the next month. It is the client's responsibility to utilize their allocated hours.
  • Cancellation: If you wish to cancel your monthly plan, a 30-day written notice is required as per our Terms of Service. No refunds will be provided for the final month of service, and services will be rendered as usual during this notice period.

Hourly (Pay-As-You-Go) and Project-Based Services

  • No Refunds for Time Rendered: Fees for services billed at an hourly rate or for a fixed-price project are based on the time and resources allocated to perform the work. As such, payments for hours already worked or for completed project milestones are non-refundable.
  • Pre-Paid Blocks of Hours: If you purchase a block of hours in advance, the payment is non-refundable. These hours are available for your use until they are exhausted, subject to any expiration terms agreed upon at purchase.

Service Delivery & Client Satisfaction

We understand that there may be instances where a client is not fully satisfied with a delivered task. Our process for addressing such situations is as follows:

  1. Notification: If you are not satisfied with the quality of a specific task or deliverable, you must notify us in writing (via email) within seven (7) calendar days of its completion. The notification must include specific details of the issue and the reasons for your dissatisfaction.
  2. Investigation: Upon receiving your notification, we will conduct an internal review of the task in question, comparing the output to your initial instructions and requirements.
  3. Resolution Process: If our investigation determines that the service was not performed to the agreed-upon standards or did not meet your explicit instructions, we will, at our sole discretion, take one of the following corrective actions:
    • Correction of Work: We will re-perform the specific task or make necessary corrections to meet the agreed requirements at no additional cost to you. This is our primary method of resolution.
    • Service Credit: If correction is not feasible or appropriate, we may offer a service credit equivalent to the value of the hours spent on the unsatisfactory task. This credit can be applied to future services.

When a Refund Will Not Be Issued

A refund or service credit will not be provided under the following circumstances:

  • The client changed their mind about the service after it has been rendered.
  • The client's dissatisfaction is due to a lack of clear instructions, incomplete information, or a change in project scope after work has commenced.
  • The 7-day notification period for reporting dissatisfaction has passed.
  • The client has approved the work or deliverable.

Exceptional Circumstances

In the rare and unlikely event of a complete failure to provide services after payment has been made, a full refund for the undelivered portion of the service will be considered. Such decisions are made on a case-by-case basis and at the sole discretion of BALISTAN LIMITED's management.

How to Initiate a Service Review

To initiate a review of a service you are dissatisfied with, please contact our support team directly at support@taskflow.virtual. Please provide your account information, the specific task in question, and a detailed explanation of the issue.

Disclaimer: This policy is a guideline and does not constitute a legal agreement. You must consult with a legal professional to ensure your Refund Policy is compliant with all applicable laws and regulations and suitable for your business and payment processor.