Effective Date: January 1, 2026 | Last Updated: April 2, 2026
Our Promise: Top Virtual has no long-term contracts. You can cancel at any time. We believe you should stay because you're happy, not because you're locked in.
1. 2-Week Trial Period
Every new placement includes a free 2-week trial period.
- If you're not satisfied with your VA during the trial — for any reason — we will provide a replacement at no additional cost
- If you choose not to continue after the trial, you only pay for the hours actually worked during the trial period. No penalties, no cancellation fees
- Trial period begins on the VA's first working day
2. Cancellation
| Scenario | Notice Required | Fees |
|---|
| Cancel during 2-week trial | None | Pay only hours worked. No penalty. |
| Cancel after trial (standard) | 7 days written notice | Pay only hours worked through end of notice period. No penalty. |
| Cancel immediately (no notice) | None | Pay only hours worked to date. No penalty. |
| Pause services temporarily | 3 days notice | No charge during pause. VA reserved for up to 30 days. |
Bottom line: You can cancel anytime. The 7-day notice is a request (not a requirement) so we can help transition tasks smoothly. Even with zero notice, you're never charged for unworked hours.
3. Refund Policy
3.1 Eligible for Refund:
- Hours not worked: If you were invoiced for hours that were not actually worked (tracking discrepancy), we issue a full refund for those hours within 5 business days
- Quality issues during trial: If your VA fails to meet agreed-upon quality standards during the 2-week trial period and you choose not to continue, we refund up to 50% of trial hours worked
- Service failure: If we are unable to provide a suitable replacement VA within 14 days of a replacement request, we refund the most recent invoice in full
3.2 Not Eligible for Refund:
- Hours that were worked and verified via time-tracking software
- Dissatisfaction raised more than 30 days after the work was completed
- Issues caused by Client-side factors (unclear instructions, lack of access, delayed feedback)
3.3 How to Request a Refund:
- Email jaycel@topvirtualph.com with subject line "Refund Request"
- Include your company name, invoice number, and reason for the request
- We review all refund requests within 3 business days
- Approved refunds are processed within 5-7 business days via the original payment method
4. Replacement Policy
- During trial (first 2 weeks): Free replacement, no questions asked
- After trial: If your VA leaves, underperforms, or you need a change, we provide a replacement within 5-7 business days at no additional recruitment cost
- Transition support: We ensure knowledge transfer between outgoing and incoming VAs, including task documentation and handoff meetings
5. Scaling Up or Down
- Scale up: Need more VAs or more hours? Contact us anytime. We can add team members within 48 hours using the same matching process
- Scale down: Need to reduce hours or team size? Give us 3 days notice. No penalty. Reduced billing starts immediately
- Pause: Going on vacation or slow season? Pause services for up to 30 days. Your VA is reserved and ready to resume when you are. No charge during the pause
6. Disputed Invoices
- If you believe an invoice is incorrect, contact us within 14 days of receipt
- We will review the time tracking data and provide a detailed breakdown
- Disputed amounts are suspended (not due) until the dispute is resolved
- We aim to resolve all billing disputes within 5 business days
7. Contact
For refund requests, cancellations, or billing questions:
Email: jaycel@topvirtualph.com
Subject Line: "Refund Request" or "Cancellation" or "Billing Question"
Response Time: Within 1 business day