Effective date: 4 June 2026
This policy explains how our virtual assistant Services are delivered, how you can cancel, and how refunds work. It is designed to be fair and transparent, and it forms part of our Terms of Use. All amounts referenced are in United States Dollars (USD).
1. How the Services are delivered
Our Services are delivered remotely (digitally) — there is no physical shipment. After you purchase a package:
- We begin with a short “Strategy First” onboarding call to confirm fit, scope, and KPIs.
- We match you with a suitable dedicated virtual assistant, typically introducing your match within a few business days of onboarding.
- Your assistant delivers the agreed hours each week/month, with weekly progress check-ins via chat or email.
Each package is sold as a set number of hours per week (and per month). Hours are allocated to the calendar month and, unless otherwise agreed in writing, unused hours do not roll over.
2. Billing cycle
Monthly packages are recurring subscriptions billed in advance at the start of each billing cycle to your chosen payment method, until cancelled. You will be charged the package price shown at checkout in USD.
3. Cancellation
You may cancel your subscription at any time by contacting us at hello@vaconnect.co.za or +27 71 674 9339. Cancellation stops future renewals. When you cancel:
- Your Services continue until the end of the period you have already paid for, unless you request earlier termination.
- We ask that you let us know as early as possible so we can ensure a smooth handover of any work in progress.
4. Refunds (pro-rata)
We offer a fair, pro-rata refund approach:
- Unused hours: If you cancel during a billing period, you may request a pro-rata refund for the hours in that period that have not yet been delivered. The refund is calculated as: (hours paid for in the current period − hours already delivered or scheduled and reserved) × the effective hourly rate of your package.
- Delivered work: Hours that have already been worked, or work already completed, are non-refundable, as the service has been provided.
- How to request: Email hello@vaconnect.co.za with your account details and the reason for your request. We aim to acknowledge refund requests within 2 business days and to process approved refunds within 5–10 business days, back to the original payment method.
5. Service issues and remedies
If you are not satisfied with the quality of work, contact us promptly. As a managed service, our first remedy is to address the issue directly — including re-doing work, additional quality assurance, or, where appropriate, re-matching you with a different assistant at no extra cost. We would rather make it right than have you leave.
6. Failed payments
If a scheduled payment fails, we may pause the Services until the balance is settled. Repeated non-payment may result in cancellation of the subscription.
7. Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve billing questions quickly and fairly. This helps both of us avoid unnecessary disputes.
Contact us
If you have any questions about this policy, please contact us:
- Email: hello@vaconnect.co.za
- Phone: +27 71 674 9339
- Post: Block B, Infinity Business Park, Cnr William Nicol Dr / Pieter Wenning Rd, Fourways, 2191, Johannesburg, South Africa
VAConnect is the trading name of Virtual Assistant Connect LLC (United States) and its South African operating affiliate. Virtual Assistant Connect LLC — Registration No. 10275605, EIN 36-5147421. South African operating affiliate — Company Registration No. 2014/179499/07.