1. Warranty Coverage
Every virtual assistant purchased through the AxA marketplace includes a 14-day warranty period commencing at the moment of delivery (when the VA's contact information is sent to your email). During this period, you are entitled to a refund if the VA demonstrates documented underperformance.
2. Refund Tiers
Refund amounts are determined by when the underperformance is reported and documented:
First 24 Hours
100%
Full Refund
Reported within 24 hours of delivery
Day 2 – Day 14
90%
Guaranteed Refund
Reported within the warranty period
After the 14-day warranty period has expired, no refunds will be issued under any circumstances. We strongly recommend thoroughly evaluating your VA's performance within the first two weeks.
3. Evidence Requirements
All refund claims must be accompanied by clear, verifiable proof of VA underperformance. Acceptable evidence includes but is not limited to:
- Screenshots of conversations demonstrating unresponsiveness, repeated tardiness, or failure to follow reasonable instructions.
- Documented evidence of missed shifts or extended periods of inactivity during agreed working hours.
- Evidence of the VA providing false information about their skills, availability, or capabilities.
- Any other verifiable documentation that substantiates a legitimate performance complaint.
No proof, no refund. Subjective dissatisfaction without documented evidence does not qualify for a refund. "I changed my mind" or "I no longer need a VA" are not valid grounds for a claim.
4. How to File a Claim
To initiate a refund request, contact the AxA team through our Telegram community or via the contact information provided in your delivery email. Please include the following:
- Your order reference or the VA's name.
- The date of purchase and delivery.
- A clear description of the issue.
- All supporting evidence (screenshots, recordings, logs).
Refund claims are typically reviewed and resolved within 48 hours of submission. If approved, the refund will be processed to the original cryptocurrency wallet used for payment.
5. Non-Refundable Scenarios
Refunds will not be issued in the following situations:
- The warranty period has expired (beyond 14 days from delivery).
- No verifiable proof of underperformance is provided.
- The Buyer has violated the Terms & Conditions, including abusive conduct toward the VA.
- The Buyer failed to provide reasonable onboarding instructions or expectations.
- Performance issues are caused by circumstances outside the VA's control (internet outages, natural disasters, etc.).
6. Refund Processing
- Approved refunds are processed exclusively in cryptocurrency to the wallet address used for the original transaction.
- Refund amounts are calculated based on the USD value at the time of purchase, converted to crypto at the current exchange rate at the time of refund processing.
- Processing typically takes 1–3 business days following approval.
- Blockchain transaction fees incurred during the refund are deducted from the refund amount.
7. Warranty Is Non-Transferable
The warranty applies solely to the original Buyer and the specific VA purchased. It cannot be transferred to another individual, applied to a different VA, or extended beyond the stated 14-day period under any circumstances.
8. Modifications
AxA reserves the right to update this Refund Policy at any time. Any changes will be reflected on this page with an updated revision date. The policy in effect at the time of your purchase applies to that transaction.
9. Contact
For refund inquiries or to file a claim, please reach out through our Telegram community or the email address provided in your order confirmation.