Company Contact Information:
Address: Office No 2, 1st floor, Sher Plaza, Sadiq abad, Rawalpinidi, Islamabad Pakistan
Phone: +923126966869
Email: thisismhammad1@gmail.com
Q: What is the standard refund policy for Assistiq Global’s BPO services?
A: We generally bill for time and services rendered. Refunds are typically handled on a case-by-case basis depending on the service level agreement (SLA) and nature of the dispute.
Q: Are setup fees and onboarding charges refundable?
A: No. Initial setup, training, and onboarding fees cover the administrative cost of sourcing and preparing your dedicated team, and are entirely non-refundable.
Q: Can I get a refund if I cancel my Virtual Assistant subscription mid-month?
A: If you cancel a prepaid VA service mid-cycle, we do not provide cash refunds. However, you can utilize the remaining prepaid hours until the end of the billing cycle.
Q: What happens if I am dissatisfied with a specific support agent’s performance?
A: We offer immediate agent replacement if an assigned agent is not meeting your KPI expectations. We do not offer retroactive refunds for hours already worked, but we will replace the staff at no extra cost.
Q: Are payment dispute assistance fees refundable if the chargeback is lost?
A: Payment dispute assistance is billed for the labor and expertise of filing the dispute response. Since banks have final say, we cannot guarantee a win and therefore do not refund fees for lost disputes.
Q: How are refunds calculated for unused prepaid support blocks?
A: If a contract is mutually terminated and there is a significant block of unused prepaid hours, a pro-rated refund may be issued, subject to a 15% administrative cancellation fee.
Q: How do I initiate a billing dispute or refund request?
A: Please email your assigned Account Manager or thisismhammad1@gmail.com with your invoice number and a detailed explanation of the service issue within 7 days of the billing date.
Q: How long does it take to process an approved refund?
A: Once management approves a refund, it will be processed within 10 to 14 business days.
Q: In what format or method will the refund be issued?
A: Approved refunds are issued back to the original method of payment (e.g., Wire Transfer, PayPal, Payoneer, or Credit Card).
Q: What if we have signed a long-term service contract?
A: Long-term contracts may contain specific early termination clauses and penalties. Please refer to your Master Service Agreement (MSA) regarding refund eligibility for early exits.