Refund Policy

Policy Statement: Afloat Virtual Assistants LLC provides professional retainer-based services. Because our work is custom-scoped, relationship-based, and delivered on an ongoing basis, all retainer fees are non-refundable as a general rule. Refunds are not automatic and are granted solely at the discretion of Afloat under exigent circumstances as described below.

 

1. General No-Refund Policy

Given the nature of our services — retainer-based, outcome-driven, and custom-scoped — the following

fees are non-refundable once rendered:

• Monthly retainer fees for any period in which services were initiated or work was performed

• Onboarding fees or setup fees

• Fees for completed deliverables (SOPs, frameworks, documented systems)

• Partial-month fees where services were provided

This policy reflects the reality that Afloat's value is delivered through time, expertise, and proprietary frameworks applied to each client's specific business — resources that cannot be returned once committed.

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2. Refunds at Afloat's Discretion — Exigent Circumstances

Afloat may consider a refund request, in whole or in part, solely at our discretion, under the following exigent circumstances:

 

Circumstance Conditions Required for Consideration

Service Not Delivered Afloat failed to initiate or deliver any agreed scope of work within the billing period due to reasons within Afloat's control, and Client notified Afloat in writing within 5 business days of the billing date.

Documented Billing Error A verifiable duplicate charge or billing error occurred. Client must provide documentation within 15 days of the charge.

 

Force Majeure An extraordinary event beyond either party's control (natural

disaster, severe illness of key personnel) prevented service delivery

entirely.

 

Mutual Agreement at Termination

Both parties agree in writing at the time of engagement termination

that a partial refund reflects the equitable resolution of the

engagement closeout.

To request consideration of a refund under exigent circumstances, the Client must submit a written request to principal@afloatvirtualassistants.com within 15 calendar days of the charge in question.

 

The request must include: the amount in question, the basis for the request, and any supporting documentation.

Afloat will acknowledge receipt within 3 business days and issue a determination within 10 business days.

Afloat's determination is final.

 

3. Cancellation Policy

Clients may cancel ongoing retainer engagements by providing written notice to principal@afloatvirtualassistants.com no less than 30 days prior to the desired last day of service.

Cancellation does not entitle the Client to a refund of fees already paid for the current or any prior billing period. The Client remains responsible for fees through the end of the 30-day notice period.

 

Afloat will deliver all completed Client Deliverables in its possession as of the cancellation effective date. Early termination by the Client within a fixed-term engagement (where applicable) does not release the

Client from payment obligations for the remaining term unless otherwise agreed in writing.

 

4. Chargebacks & Disputes

If a Client initiates a payment dispute or chargeback with their financial institution without first contacting Afloat, Afloat reserves the right to:

• Immediately suspend all services

• Provide the Client's signed Service Agreement and billing records to the financial institution

• Pursue recovery of all fees owed, including any chargeback fees imposed on Afloat

Clients are encouraged to contact Afloat directly at principal@afloatvirtualassistants.com to resolve any

billing questions before initiating a dispute.

 

5. Discovery Call — No Fee

The Operations Clarity Call is complimentary. There is no fee charged for this call and therefore no refund applies.

 

6. Modifications to This Policy

Afloat reserves the right to update this Refund Policy at any time. Changes take effect upon posting to afloatvirtualassistants.com. Active clients will receive 30 days' advance written notice of any material changes. The version of this policy in effect at the time of an engagement commencement governs that engagement unless the Client agrees in writing to updated terms.

 

7. Contact for Refund Inquiries

Refund requests and billing questions:

Email: principal@afloatvirtualassistants.com

Phone: (888) 423-5621

Response time: within 3 business days