Effective From: February 1, 2024

Thank you for choosing Benmak Virtual Assistants for your virtual assistance needs. We strive to provide excellent services in Social Media Management, Book Editing, Book Review, Graphic Design, Website Design and Development, Data Entry, and Digital Consultancy, among other related Services. In this Refund Policy document, all these are collectively referred to as our “Services”.

Your satisfaction is our focus. We understand that there may rise circumstances in which a refund is initiated by the Users of our Services, referred to as “Clients” herein. Here are the guidelines within which a refund may be initiated, at times by the Client, or by us, by our sole discretion.

1. Eligibility for Refund

Benmak Virtual Assistants offers refunds under the following circumstances:

• Overpayment: You may initiate a refund in case you have mistakenly paid more than what we charge for a service.
• Repeated payment: There may be instances where your preferred payment method has issues or any other cause, leading to erroneous repeated payments. Once you realize you made a repeated payment, you should immediately contact us and initiate a refund.

• Errors or deviations from agreed specifications: While our system guides you until the last step on the amount you should pay for the Services you have added to cart, there may be cases where you may make mistakes when feeding the payable amount, resulting to the payment of the wrong amount.

• Unused funds from a cancelled, terminated or paused Service: Once you terminate or pause a Service you had already paid for either in full or in deposit, there may be instances where some of the amount you had paid is yet to be covered by the services offered up to the effective date of Service Termination or Pausing.

2. Timeframe for Refund Requests

Refund requests must be submitted within seven (7) days of service delivery or the discovery of the issue prompting the refund. You should expect a back and forth with you as we work on establishing the grounds on which your refund is viable, especially when there are several things to be considered before authorizing the refund process to start.

These include the amount to be refunded, the payment method used, whether the amount was received by Benmak Virtual Assistants or is still on hold, transaction costs and other factors.

Upon the start of processing of your refund request, we will inform you via our official communication channels, about the progress. We advise that you expect regular communications from us concerning the process, and that you exercise patience because we may not be in control of some of the refund process dynamics such as Direct Bank Transfer time frames, refund processing delays by the payment handling entity, our ability to use same payment method you used to execute a refund, among other dynamics. Understanding here, on both Benmak Virtual Assistants and the Client, is key and highly encouraged.

3. Refund Amount Dynamics

While Benmak Virtual Assistants welcomes initiating a refund claim when necessary, it takes understanding to agree on the refund percentage in some cases. In the case of repeated payments and overpayments, the overdraft amount is refundable in full, only that the Client may incur transaction costs, which are deducted from the amount being refunded.

In the case of an initiation of a refund for cancelled, terminated or paused services, Benmak Virtual Assistants and the Client will determine the unused funds for services undelivered, and agree on the amount which should be refunded. This is sensitive to the remaining period before the cancellation, termination or pausing of Services Notice becomes effective, among other factors such as transaction costs, possibility of restoring the services, among others. By default, all refunds must consider the transactions costs, which are not to be incurred by Benmak Virtual Assistants.

4. Documentation Required

Customers must provide relevant documentation or evidence supporting their refund request, such as screenshots of payments, messages from the payment services provider through which payments were done, bank statements, detailed descriptions of issues, or any pertinent information.

All payment and refund enquiries must be made through our official Contacts, and never on our social media platforms. Benmak Virtual Assistants will not handle or respond to any payment or refund complaints made through unofficial channels, including on our social media pages, and it risks you losing the refund, even after reaching out via official channels.

You will be required to fill the Refund Form to initiate your refund claim. 

5. Partial Refunds

Benmak Virtual Assistants expresses genuine commitment to settling any refund claims. Simultaneously, as earlier noted in this Refund Policy and the Terms and Conditions and Disclaimer documents, initiating a refund complaint does not guarantee you getting the refund, whether in full or partially.

Partial refunds may be considered based on the extent to which services meet expectations. This will be determined on a case-by-case basis.

6. Non-Refundable Services

The following services are non-refundable:

• All charges incurred while seeking to get on-boarded to use our Services.
• All services involving graphic design, website design and development, digital consultancy, and book reviews and editing, cannot be refunded. Refunds from these services can only be done if there is an overpayment or repeated payments.

Even when the circumstances for a refund are clear and straightforward, the Client may choose to leave the refund to cover for the next payment session (especially for long term or recurrent payments of services). That is allowed and the Client will be given a paid invoice for the services already paid for, including those covered by the overpayment or repeated payments.

7. Refund Process

To request a refund, please refer to the Documentation Required section in number 4 above. You will be required to fill the Refund Form to initiate your refund claim. 

8. Refund Method

Refunds will be processed using the original payment method whenever possible. The timeframe for completion may vary depending on the payment method and the other dynamics already discussed in this document.

9. Cancellation Fees

Certain services may be subject to cancellation fees. These fees will be communicated in advance and are designed to cover any substantial preparation or resources expended in preparation of serving you. Such include already designed branded content, already edited or reviewed books by us, among other services.

10. Refund Policy Updates

As Benmak Virtual Assistants, we reserve the right to update this refund policy at any point when we feel changes are necessary. You are advised to keep checking this Refund Policy for any updates which may affect how we serve you.

If you have any questions or concerns regarding our refund policy, please talk to us at our Contact Us page.

Thank you for choosing Benmak Virtual Assistants. We appreciate the opportunity to serve you and soar with you to greater heights.