Service Refund Policy
ELARA VIRTUAL (PTY) LTD
At Elara Virtual, we are committed to delivering operational excellence and high-quality systems strategy. Because our services involve professional time, custom configurations, and digital deliverables, we adhere to the following refund policy in alignment with the South African Consumer Protection Act (CPA).
1. Nature of Services
All services provided by Elara Virtual (including but not limited to Virtual Assistance, Systems Strategy, and Workflow Automation) are considered “Professional Services.” Once work has commenced, the value is attributed to the time and expertise allocated to your project.
2. Cancellation of Service Sessions
2.1 Strategy Consultations
Cancellations with > 24 hours notice: You may reschedule your session at no additional cost. If you wish to cancel entirely, a full refund will be issued minus any banking/transaction fees.
Cancellations with < 24 hours notice: A “Late Cancellation” fee of 50% of the session value will be retained.
No-Shows: If you fail to attend a scheduled session without notice, the session will be forfeited, and no refund will be issued.
3. Retainer Packages (Virtual Assistance)
Unused Hours: Monthly retainer hours do not roll over to the following month unless explicitly stated in your Service Level Agreement (SLA). No refunds are provided for unused hours at the end of a billing cycle.
Termination: Either party may terminate a retainer agreement by providing 30 days’ written notice. You will be billed for work performed up until the end of the notice period.
4. Project-Based Services (Systems Strategy & Build)
For custom builds (e.g., CRM setup, automation workflows):
Deposit: A non-refundable deposit of [Insert Percentage, e.g., 50%] is required to secure your project slot. This covers initial research, planning, and resource allocation.
In-Progress Refunds: If a project is cancelled by the Client after work has begun but before completion, Elara Virtual will bill for the actual hours worked at our standard hourly rate. If the deposit exceeds this amount, the balance will be refunded.
Completed Projects: Once a system build has been delivered and “signed off” or implemented, no refunds will be issued due to the nature of intellectual property and digital labor.
5. The “Satisfaction Guarantee” & Remedies
In accordance with Section 54 of the CPA, if you feel that our services have not been performed to a professional standard:
Notice of Defect: You must notify us in writing at hello@elaravirtual.com within 7 days of the service delivery, specifying the areas of dissatisfaction.
Right to Cure: Elara Virtual reserves the right to remedy the defect or re-perform the service at no additional cost to align with the original project brief.
Partial Refund: If we are unable to remedy the service to a reasonable standard, a partial refund may be negotiated based on the portion of the service that was deficient.
6. Non-Refundable Costs
Under no circumstances will refunds be issued for:
Third-party software subscriptions (e.g., GHL, CRMs, Zapier) purchased by the client.
Transaction fees or currency conversion fees charged by payment processors (e.g., Paystack/PayPal).
7. Contact Us
For any questions regarding this policy or to submit a refund request, please contact:
Elara Virtual (Pty) Ltd
Email: hello@elaravirtual.com
WhatsApp: +27 68 775 4518
Last Updated: December 2025
