Refund Policy

Introduction

Black Hills Virtual Assistant Co. is committed to providing high-quality remote administrative support services. We take pride in our work and want every client to feel confident in their decision to work with us. This Refund Policy outlines our approach to payments, cancellations, and refund requests in a clear and straightforward manner.

Because we provide service-based work — not physical products — our refund policy is designed to reflect the nature of that work while protecting both our clients and our business fairly.

Service-Based Business Explanation

Virtual assistant services are delivered through time, skill, and effort. Unlike a product that can be returned, the work we perform — organizing your inbox, updating your CRM, scheduling your appointments, conducting research, or formatting your documents — represents real labor that cannot be undone or returned once completed.

This is an important distinction that shapes our refund policy. We are fair and reasonable in our approach, and we will always work with clients who have legitimate concerns. However, we cannot issue refunds for work that has already been completed and delivered in good faith.

Payment Terms

Payment terms are established during the onboarding process and outlined in your service agreement. In general, our payment structure operates as follows:

• Ongoing service arrangements are billed in advance on a weekly or monthly basis, depending on the arrangement agreed upon.
• Project-based work may require full or partial payment upfront before work begins.
• All invoices are due upon receipt unless otherwise specified in writing.
• Late payments may result in a pause in service delivery until the outstanding balance is settled.

Project Deposits

For certain project-based engagements, we may require a deposit before work begins. This deposit covers the time spent on initial setup, onboarding, consultation, and early task completion. Project deposits are non-refundable once work has commenced, as they compensate for time and resources already allocated to your project.

If a project is cancelled by the client before any work has begun and before the deposit has been applied to any services, we will review the situation on a case-by-case basis and may issue a full or partial refund at our discretion.

Cancellation Requests

Clients may cancel ongoing service arrangements at any time. We request a minimum of five (5) business days' written notice before your next billing cycle to avoid being charged for the upcoming period. Cancellation requests should be submitted in writing via email to hljaeaston@hotmail.com.

If a cancellation request is received after a new billing period has already begun and services have been initiated for that period, the full billing period charge applies and is non-refundable.

Refund Eligibility

We review refund requests on a case-by-case basis. A refund may be considered in the following circumstances:

• You paid for a service period during which no work was performed or initiated on our end.
• A billing error occurred that resulted in an overcharge.
• You cancelled a project before any work had commenced and before your deposit was applied.
• We were unable to deliver a service due to circumstances on our end, and no alternative arrangement was offered.

Refund requests based on dissatisfaction with completed work will be reviewed, but we encourage clients to communicate concerns early so we can correct course before work is finalized. We are committed to making things right when something genuinely falls short of expectations.

Refund Review Process

To request a refund, contact us at hljaeaston@hotmail.com with your name, the nature of your request, and the amount in question. We will acknowledge your request within two business days and provide a final decision within five business days of receiving all relevant information.

We may request documentation or clarification to evaluate your request fairly. Our goal is to resolve all refund inquiries promptly and professionally.

Non-Refundable Services

Completed Services

Services that have been completed and delivered are non-refundable. This includes but is not limited to: email management performed during a billing period, calendar updates made on your behalf, data entry completed and submitted, research reports delivered, and documents formatted and returned to you.

Digital Deliverables

Digital deliverables such as formatted documents, research summaries, data spreadsheets, and other file-based outputs are non-refundable once delivered, as these represent completed work product.

Consulting and Onboarding

Time spent on initial consultations, onboarding setup, workflow planning, and strategy discussions is non-refundable, as this represents professional time and expertise that cannot be recovered once delivered.

Client Responsibilities

Clients are responsible for providing accurate information, timely access to required accounts or platforms, and clear instructions for the tasks they need completed. Delays or errors caused by incomplete or inaccurate information provided by the client do not qualify for refund consideration. We will always flag unclear instructions and seek clarification before proceeding.

Processing Time

Approved refunds will be processed within seven to ten business days of the approval decision. Refunds will be issued using the same payment method used for the original transaction where possible. If the original payment method is unavailable, we will work with you to arrange an alternative.

Chargebacks

We ask that clients contact us directly to resolve any billing disputes before initiating a chargeback with their bank or credit card provider. Chargebacks initiated without prior communication may result in the suspension of services and may be disputed with supporting documentation of services rendered. We are always willing to work toward a fair resolution when approached directly.

Dispute Resolution

In the event of a billing or service dispute that cannot be resolved through direct communication, both parties agree to attempt resolution through good-faith negotiation before pursuing any formal legal action. Any unresolved disputes will be governed by the laws of the State of South Dakota.

Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be reflected on this page with an updated effective date. Continued use of our services after a policy update constitutes acceptance of the revised terms.

Contact Information

For refund requests or billing questions, please contact us directly: