Last Updated January 2025

Overview

At Nomphix, we strive to provide exceptional virtual assistant services to our clients. We understand that circumstances may arise where you need to cancel services or request a refund. This policy outlines our procedures for handling such situations.

1. Service Cancellation

a. Monthly Subscription Plans

  • You may cancel your virtual assistant subscription at any time through your client dashboard or by contacting our support team
  • Cancellations made at least 7 days before your next billing cycle will prevent future charges
  • Mid-month cancellations will not result in partial refunds for the current billing period

b. Package Plans

  • Pre-purchased hour packages are valid for 6 months from the date of purchase
  • Unused hours from packages cannot be refunded but may be transferred to other services within our agency

2. Refund Eligibility

a. Qualifying Circumstances

  • Technical issues preventing service delivery for more than 48 consecutive business hours
  • Failure to provide assigned virtual assistant within 3 business days of subscription start
  • Service quality substantially different from agreed-upon terms in the signed contract
  • Duplicate or erroneous charges

b. Non-Qualifying Circumstances

  • Change of business needs or priorities
  • Dissatisfaction with communication style preferences
  • Unused service hours within the agreed service period
  • Cancellation after services have been delivered

3. Refund Process

a. How to Request

  • Submit a refund request through our client portal or email support@nomphix.com
  • Include your account details and reason for the refund
  • Provide relevant documentation or examples supporting your request

b. Processing Timeline

  • All refund requests will be reviewed within 2 business days
  • Approved refunds will be processed within 5-7 business days
  • Refunds will be issued to the original payment method used for purchase

4. Service Quality Guarantee

  • First-time clients may request a full refund within 72 hours of their first virtual assistant session if completely unsatisfied
  • This guarantee applies only to first-time clients and cannot be combined with other offers
  • Limited to one guarantee claim per client

5. Disputed Charges

a. Resolution Process

  • Contact our billing department immediately if you notice unauthorized charges
  • Provide transaction details and any relevant documentation
  • Our team will investigate and respond within 2 business days

b. Payment Provider Disputes

  • We encourage clients to contact us directly before initiating chargebacks
  • Unauthorized chargebacks may result in service suspension and additional fees

6. Policy Amendments

  • We reserve the right to modify this policy at any time
  • Changes will be communicated via email and posted on our website
  • Policy updates will take effect 30 days after posting

7. Contact Information

For questions about our refund policy or to submit a refund request:
Email: support@nomphix.com
Hours: Monday-Friday, 9 AM – 5 PM GMT+1

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