Refund Policy
This policy covers fees paid by Clients. It does not apply to Applicants, who are never charged anything — see section 6.
1. The free first week
A new seat’s first week is not billed. If you decide during that week that the fit is wrong, you are not charged for the hours worked and there is nothing to refund. Billing begins in the second week, for hours already worked.
2. If the seat never starts
If a seat does not begin work on the agreed start date and the reason is ours — we could not staff it, or the assistant withdrew — anything you have paid toward it is refunded in full. There is nothing to argue about: no work happened.
If the delay is yours — a change of plan, a project put back — tell us and we will hold the seat or release it. Nothing is billed for hours nobody worked either way.
3. Replacement, or a refund, at your choice
If an assistant is not working out, our first answer is to replace them, at no cost, with the handover done for us rather than by you. There is no replacement fee and no charge for the overlap while the handover happens.
You are not obliged to take the replacement. If you would rather stop, you can have a prorated refund of anything paid in advance for time not yet worked instead. The choice is yours, not ours — we prefer replacing because a refund leaves you where you started, still short a person, but that is a preference and not a condition.
4. Billing and cancellation
Billing is weekly and in arrears — you are billed for hours already worked, at the rate quoted to you. You can end the arrangement with two weeks’ notice. Hours worked during the notice period are billed normally; hours not worked are not.
Because billing follows work rather than preceding it, there is rarely anything to refund. Where you have been billed for hours that were not worked, or billed at a rate other than the one you were quoted, we correct it in full.
5. When we will not refund
- Hours that were worked, delivered and billed at the agreed rate.
- Ending the arrangement for reasons unrelated to the assistant’s work, such as a change in your own plans — the two weeks’ notice applies instead.
- Subscription or retainer fees, if you are ever on one. There are none today — billing is weekly and in arrears — and this policy will be updated before that changes.
- Where the Terms of Service have been breached.
6. Applicants are never charged
SecureJobVA does not charge Applicants to apply, to be listed, to be assessed, or to be placed, and takes no percentage of their pay. There is therefore nothing for an Applicant to be refunded. If anybody asks an applicant to pay us, it did not come from us.
7. Asking for a refund
Write to support@securejobva.com with your account details and what happened. We review requests within 15 business days and usually much sooner.