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This policy explains when BOVA (Back Office VA) may provide refunds for virtual assistance, back-office, creative, marketing, technical, administrative, and other digital services. It forms part of BOVA's Service Agreement and applies to services purchased directly from BOVA unless a separate written agreement states otherwise.
Last updated: 30 August 2026
Because BOVA provides time-based, project-based, and customized professional services, payments may cover reserved service capacity, work already performed, preparation, onboarding, research, production, or other resources committed specifically to the Client.
For this reason, payments are generally non-refundable once services have commenced or resources have been committed to the Client, except where a refund is expressly provided under this policy or required by applicable law.
If the Client requests cancellation before BOVA has started work and before significant resources or service capacity have been committed, BOVA may approve a refund at its discretion.
Any applicable non-refundable administrative, onboarding, transaction, third-party, or preparation costs may be deducted from the refund where permitted by law.
Monthly or recurring service fees generally cover a defined period of service availability and capacity.
Once the applicable billing period has started, the monthly fee is generally non-refundable, even if the Client does not fully use the available service capacity.
Cancellation will prevent future billing in accordance with the applicable termination or notice requirements but does not automatically create a refund for the current billing period.
For project-based services, refunds will generally not be issued for work already completed, partially completed, or delivered.
If the Client cancels a project before completion, BOVA may calculate the amount already earned based on work performed, resources committed, third-party costs, and other applicable charges.
Where appropriate, BOVA may refund any remaining unused balance.
Deposits or upfront payments may be used to reserve BOVA's time, personnel, production capacity, or project schedule.
Unless otherwise agreed in writing or required by applicable law, deposits are non-refundable once BOVA has begun preparing for or performing the engagement.
Where the Client purchases a package or allocation of service hours, unused hours are not automatically refundable.
Unless the applicable service arrangement expressly provides otherwise, unused hours:
Any rollover arrangement must be expressly agreed in writing.
If the Client cancels services after work has started, the Client remains responsible for:
Any potential refund will be assessed based on the circumstances and the applicable Scope of Services.
If BOVA terminates an engagement for reasons unrelated to Client breach and has received payment for services that have not yet been performed, BOVA may provide a refund for the unused portion of prepaid services, after accounting for completed work, committed costs, and applicable non-refundable expenses.
Where termination results from the Client's breach, non-payment, abusive conduct, unlawful requests, or other circumstances permitted under the Service Agreement, the Client is not automatically entitled to a refund.
If the Client believes that a deliverable does not meet the agreed requirements, the Client should notify BOVA promptly and identify the specific issue.
Where the request is within the agreed Scope of Services, BOVA will have a reasonable opportunity to correct the issue or provide the applicable revisions.
A disagreement regarding creative preference, strategy, style, or subjective preference does not automatically qualify for a refund where the deliverable materially meets the agreed requirements.
If BOVA materially fails to deliver an agreed service due solely to BOVA's actions and is unable to reasonably correct the issue, BOVA may, at its discretion and subject to applicable law:
The remedy will depend on the nature and extent of the issue.
Payments made by BOVA to third-party providers on the Client's behalf may be non-refundable.
Examples include:
Where a third-party provider offers a refund, BOVA may pass the applicable refund to the Client after receiving it.
BOVA does not guarantee refunds resulting from decisions made by third-party platforms, including advertising platforms, social media platforms, marketplaces, software providers, website hosts, or other services.
BOVA may assist the Client in pursuing a refund from the relevant third party where such assistance is within the agreed Scope of Services.
Clients are encouraged to contact BOVA before initiating a payment dispute or chargeback.
Unauthorized or improper chargebacks may result in suspension or termination of services and may be addressed in accordance with applicable law.
This provision does not restrict any rights the Client may have under applicable law or applicable payment-provider rules.
Refund requests must be submitted in writing through the official communication channel designated by BOVA.
The request should include:
BOVA may request additional information necessary to evaluate the request.
BOVA will review refund requests based on:
BOVA will communicate its decision within a reasonable period after receiving the information necessary to review the request.
If a refund is approved, BOVA will generally return the applicable amount through the original payment method where reasonably possible.
Processing times may vary depending on the payment processor, bank, or financial institution.
BOVA is not responsible for delays caused by third-party payment providers.
Where appropriate, BOVA may offer a service credit instead of a monetary refund.
A service credit may be offered where:
Service credits are not transferable or redeemable for cash unless otherwise agreed in writing or required by applicable law.
Nothing in this Refund Policy is intended to remove, restrict, or waive any consumer or other legal rights that cannot lawfully be excluded or limited.
Where applicable law provides a mandatory right to a refund, cancellation, replacement, remedy, or other protection, that legal requirement will apply.
BOVA may update this Refund Policy from time to time.
The version applicable to a particular transaction will generally be the version in effect when the Client accepted the applicable service arrangement, unless otherwise required by law.
Refund requests and questions regarding this policy should be directed through BOVA's official client communication channel, or by email to contact@bovaoffice.com.
BOVA (Back Office VA)
Website: bovaoffice.com