David W. – We love working with GetNuVA. They’re amazing…
At GetNuva Recruitment Agency, we are committed to delivering high-quality recruitment services tailored to your business needs. Our fulfillment policy outlines our procedures and commitments regarding refunds, cancellations, guarantees, and charges. By using our services, you agree to the terms detailed below.
Refunds are issued under specific conditions aligned with the scope of our recruitment services. Eligibility for refunds depends on adherence to our policy terms and provision of required documentation. If a Virtual Assistant (VA) voluntarily terminates the contract due to personal reasons, health issues such as sickness, accidents, or maternity, or professional opportunities necessitating relocation or time zone adjustments, clients may request a refund or replacement. Written notice from the VA and supporting documentation, such as medical certificates, are required.
Refunds are also applicable when a client terminates the VA contract due to persistent low performance, lack of commitment, abusive behavior, or breaches of contract terms. In such cases, clients must provide formal warnings, written feedback, and documentation to substantiate the claim.
Refund amounts depend on the timing of the termination: Refunds are provided in full if the contract is terminated within 15 days from the start date. If terminated within 30 days, 75% of the initial service fee will be refunded. A 50% refund is available if the contract ends within 60 days. After 60 days, no refunds will be issued, although replacement candidates may be provided under the guarantee policy.
Refunds will not be provided if the VA performs tasks beyond the agreed scope or outside the specified time schedule, if the VA does not receive timely and complete compensation, if the client terminates the VA contract due to internal business changes or financial difficulties unrelated to the VA’s performance, or if the VA experiences abusive or disrespectful treatment from the client.
Clients wishing to cancel their services must submit a written request to support@getnuva.com. The cancellation must include the reason for termination and be in accordance with the terms specified in your service agreement. If services are terminated before the contract period concludes, early termination fees may apply. These fees include the full contracted amount as well as any non-refundable charges related to service delivery and implementation. If a client terminates the contract without reasonable cause, it may result in forfeiture of any refund eligibility and necessitate the initiation of a new recruitment cycle at the client’s expense.
Our Client Protection Guarantee ensures that you receive the highest quality recruitment services. This guarantee applies to all key stages of the recruitment process, from selection to onboarding. The guarantee is valid for 60 days from the start of the VA’s contract. During this orientation period, clients are protected against unforeseen circumstances leading to contract termination. This includes cases where the VA terminates the contract due to personal, health-related, or professional reasons, or where the client terminates the VA contract due to low performance, lack of commitment, abusive behavior, or breach of contract terms.
The guarantee does not apply if the client fails to comply with contractual obligations, such as timely compensation or respectful treatment of the VA. Additionally, the guarantee is void if the VA’s role, scope, or time zone is altered without prior approval.
To initiate a claim, clients must send their claim to support@getnuva.com, addressed to the HR Manager, detailing the reasons and attaching relevant documentation. Claims will be reviewed within five business days, during which additional documents may be requested. Approved claims will result in the initiation of a new recruitment process. If a claim is denied, clients may appeal the decision by providing further justification.
Our pricing structure is transparent, ensuring clarity and fairness in all financial transactions. One-time charges are due upon contract signing and may be paid in installments as specified in the service agreement. Monthly service charges are the responsibility of the client and should be paid directly to the VAs using the bank details provided in the Independent Contractor Service Agreement. GetNuva disclaims responsibility for errors or tax-related issues in these transactions.
Any modifications to the agreed scope of work or project timelines must be requested through Basecamp. Such changes may incur additional charges, with quotations provided within 48 hours. Early termination of services, unless due to GetNuva’s default, may result in fees equal to the full contract value, including upfront investment costs and agency margins.
Failure to adhere to the terms outlined in this fulfillment policy or the recruitment agreement may result in immediate termination of services and legal action. Major breaches, including misrepresentation, unauthorized termination and rehiring, confidentiality breaches, and fraudulent claims, may result in indemnification claims amounting to 50% of the contract value. Minor breaches, such as negligent supervision, discrimination, or regulatory violations, may lead to the cancellation of guarantee coverage but will not incur legal penalties.
For questions, cancellations, or claims, please contact:
GetNuva Recruitment Agency
Email: support@getnuva.com
Address: 7900-D Stevens Mill Rd, Box #241 – Matthews, NC 28104
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