Overview
This Refund Policy governs the circumstances under which Assistethra Link ("we," "us," or "our") may issue refunds or service credits to Clients who have purchased white-label customer support services. Because our services are labor-intensive and begin upon engagement, our refund policy reflects the professional nature of the work performed.
We are committed to delivering services that meet the standards described in each applicable Service Agreement. Where we fall short through our own fault, we take responsibility and will work with affected Clients to reach a fair resolution — including issuing refunds or credits where appropriate.
Nature of Services
Assistethra Link provides professional services billed on a monthly retainer basis. Because our services involve dedicated human agents, operational setup costs, and ongoing resource allocation specific to each Client, the following general principles apply:
- Retainer fees are earned upon commencement of each billing cycle and are not automatically refundable upon cancellation
- Onboarding fees, where applicable, cover setup, training, and configuration costs and are non-refundable once the onboarding process has commenced
- Partial-month billing is available upon termination and calculated on a pro-rata basis where services were not delivered for the full billing period
Eligible Refund Scenarios
The following circumstances may qualify a Client for a full or partial refund, evaluated on a case-by-case basis:
Non-Refundable Circumstances
The following circumstances do not qualify for a refund under this Policy:
Refund Request Process
To submit a refund request, please follow these steps:
Refund requests must be submitted within sixty (60) calendar days of the billing date in question. Requests submitted outside this window will not be considered.
Refund Processing
Approved refunds will be processed using the original payment method where possible. Processing timelines are as follows:
- ACH / Bank transfer: 5 – 10 business days from approval
- Credit card: 7 – 14 business days from approval, depending on your card issuer
- Wire transfer: 3 – 7 business days from approval
- Check: 10 – 15 business days from approval
We will send written confirmation once a refund has been initiated. If you do not receive the refund within the stated timeframe, please contact us at projects@assistethra-link.com.
Service Credits
In some cases, rather than a cash refund, we may offer a service credit applied to future billing cycles. Service credits may be appropriate in situations where:
- A service disruption occurred but services have since resumed satisfactorily
- The Client wishes to continue the service relationship and prefers credit over a cash refund
- The affected billing amount is below a minimum refund threshold of USD $100
Service credits are non-transferable, carry no cash value, and expire if not used within six (6) months of issuance. Credits may not be applied toward onboarding fees or third-party platform costs.
Disputes
If you disagree with a refund decision made by Assistethra Link, you may escalate the matter by submitting a written dispute to projects@assistethra-link.com within fourteen (14) calendar days of receiving our decision. Your dispute must clearly explain the basis for your disagreement and include any additional supporting evidence.
We will assign a senior team member to review the escalated dispute and respond within ten (10) business days. Our response to the escalation constitutes our final internal decision on the matter.
If a dispute cannot be resolved internally, it will be subject to the dispute resolution procedures and governing law provisions set forth in our Terms of Service and the applicable Service Agreement.
Contact
For all refund requests, billing inquiries, or questions about this Refund Policy, please contact us using the information below.