Service Refund Policy

ELARA VIRTUAL (PTY) LTD

1. Retainer services (month-to-month)

Our Virtual Assistance and Systems Management retainers are designed to provide consistent, dedicated support.

  • Notice Period: A 30-day written notice is required for the cancellation of any monthly retainer package.

  • Procedure: Notice must be sent via email to hello@elaravirtual.com. The 30-day period begins from the date the email is received.

  • Final Billing: You will be responsible for the final month’s payment in full. Elara Virtual will continue to provide services until the end of the 30-day notice period to ensure a smooth handover or completion of tasks.

2. Project-based services (systems strategy & builds)

For “one-off” projects such as CRM setups, workflow automations, or systems strategy:

  • Cancellation Before Commencement: If you cancel after paying the deposit but before the project kickoff meeting, the deposit is non-refundable (to cover administrative and scheduling costs).

  • Cancellation After Commencement (“Kill Fee”): If a project is cancelled while in progress, Elara Virtual will bill for all hours worked up to the point of cancellation. A “Kill Fee” of 25% of the remaining project balance will be applied to account for the loss of opportunity and reserved production time.

3. Strategy consultations & sessions

  • Rescheduling: We require at least 24 hours’ notice to reschedule a one-on-one session.

  • Late Cancellation: Cancellations made within less than 24 hours of the scheduled time will result in a 50% cancellation fee.

  • No-Shows: Failure to attend a scheduled session without prior notice will result in the full session fee being forfeited.

4. Termination for breach

Elara Virtual reserves the right to terminate any service agreement immediately and without a 30-day notice period if:

  1. Invoices remain unpaid for more than 7 days past the due date.

  2. The Client engages in behavior that is illegal, unethical, or abusive toward Elara Virtual staff.

  3. The Client fails to provide necessary access or information required to perform the services after three written requests.

5. Effect of cancellation

Upon termination of services:

  • Access: Client access to Elara Virtual’s proprietary project management boards or internal tools will be revoked.

  • Handover: We will provide a final summary of work completed. Any additional “Offboarding/Handover” documentation requested beyond the scope of the notice period will be billed at our standard hourly rate.

  • Data: While we ensure a clean exit, it is the Client’s responsibility to change passwords and revoke API permissions (e.g., Zapier, GHL) after the service ends.

Elara Virtual (Pty) Ltd 

Contact: hello@elaravirtual.com

WhatsApp: +27 68 775 4518