Refund Policy

01

How we think about refunds

You do not pay us to start a search. There is no upfront fee, no retainer, and no setup cost: we invoice only once you have chosen someone. That puts the risk of a bad match on us, and this page sets out precisely how we carry it.

Our first remedy is always a replacement, because a replacement is what you actually needed: the role still has to be filled. Money comes back where a replacement is not possible, not wanted, or not delivered in time. What follows explains which applies, when, and how to claim.

02

Dedicated remote talent

Dedicated engagements are billed monthly in advance at a flat rate per hire, payable on the 1st of the month. No timesheets, no setup costs, and no minimum term beyond the notice period below.

The two-week risk-free trial

• Every new dedicated hire starts with a two-week trial, running from their first working day.
• If you tell us within those 14 calendar days that the fit is wrong, you owe nothing for the trial period. Anything already invoiced for it is refunded in full, or credited against a replacement if you would rather.
• The trial runs once per professional. Accept a replacement and the replacement carries a fresh two-week trial of their own.

The 90-day replacement guarantee

• If a dedicated professional leaves, underperforms, or is otherwise not right within 90 calendar days of their start date, we replace them at no additional cost.
• Tell your account manager. Where the gap is coachable we will say so and address it first; where it is not, we activate the search immediately.
• We aim to present a replacement shortlist within 5 business days and a working replacement within 15 business days.
• You are not billed for the days between one professional stopping and the replacement starting. Anything already paid for those days becomes a credit on your next invoice, or a refund if you ask for one.

If we cannot replace them

If we do not present a suitable replacement within 30 calendar days of a valid guarantee claim, you may end the engagement and we refund every amount paid for unworked days: in cash, not credit.

Cancelling an engagement

• Dedicated engagements are month-to-month and end on 30 days' written notice to your account manager.
• Notice takes effect the day we receive it. You are billed for the 30 days that follow, during which the professional keeps working for you.
• If you ask the professional to stop before the notice period ends, the remaining days stay payable, the notice period is what lets us redeploy someone fairly rather than leave them without income.
• Where you have prepaid beyond the end of the notice period, the excess is refunded pro rata within 10 business days.

03

Direct-hire recruitment

Direct-hire placements carry a one-time fee from 15% of the candidate's first-year salary, invoiced when they start. You can pay 50% on acceptance and 50% on the start date, or 100% on the start date at a slightly higher rate.

The replacement window

• Every direct-hire placement carries a replacement guarantee running 60 to 180 calendar days from the start date, depending on the seniority of the role. The exact window is stated on your placement confirmation before you commit.
• If the person resigns or is terminated for performance inside that window, we run the search again at no additional fee.
• The guarantee applies once per placement. A replacement inherits the remaining balance of the original window rather than starting a new one.

Refund instead of replacement

If we do not present a suitable replacement within 30 calendar days of a valid claim (or you would simply rather have the money than another search), the fee is refunded on the scale below, measured by how many days the placed candidate actually worked.

Taking the refund closes the guarantee. We cannot both refund the fee and run the replacement search.

04

Team builds and custom engagements

Squads of three or more, and any engagement priced around a roadmap rather than a rate card, are governed by the Statement of Work you sign. That document sets the trial, the guarantee window, the notice period, and the refund terms for the engagement.

Where the Statement of Work is silent on a point, the dedicated-talent terms above fill the gap.

05

At a glance

Where this table and the sections above disagree, the sections above win: the table is a summary, not the term.

06

What is not refundable

The guarantees above cover our work not working out. They do not cover circumstances inside your control:

• Time already worked: days a professional genuinely worked for you are payable, whatever happens afterwards.
• No work provided: where a professional was ready and available but was not given work, access, or direction.
• A changed brief: where the role you described and the role you assigned turn out to be materially different, or the required stack changes after the hire.
• Redundancy or a change of plan: funding, restructuring, project cancellation, or a hiring freeze on your side.
• Termination without notice: ending an engagement without the 30 days' written notice.
• Client conduct: where the engagement ends because of unlawful instruction, unsafe or abusive treatment of the professional, or breach of our Terms & Conditions.
• Circumvention: where you hire an introduced candidate outside our agreement. The placement fee stays payable in full, as set out in our Terms & Conditions.
• Unpaid invoices: a guarantee claim cannot be made while an invoice on the engagement is overdue.
• Third-party costs: anything we paid on your behalf at your request and cannot recover, such as a paid assessment or a background-check fee.

07

How to make a claim

• Write to your account manager, copying info@remotetalentz.com. If you are not sure who that is, email us and we will route it.
• Tell us the professional's name and start date, the date and reason the engagement ended or the concern arose, and whether you want a replacement or a refund.
• Send it inside the applicable window. A claim made after the trial, guarantee, or refund window has closed cannot be honoured, however good the reason.

What happens next

• We acknowledge every claim within 2 business days.
• We decide within 10 business days of receiving everything we need, and we give you the reasoning either way.
• If we approve a replacement, the search starts the same day the decision is made.
• If we decline, you can ask a founder to review it by replying to the decision. That review is final as far as this policy goes, nothing in it limits any right you have by law.

08

How refunds are issued

• Approved refunds go back to the original payment method wherever possible, and by bank transfer where it is not.
• We send the money within 10 business days of approval. How quickly it lands after that is up to your bank, card refunds commonly take a further 5 to 10 business days.
• Credits, where you choose one instead, are applied to your next invoice and never expire while the engagement is live.
• Refunds are issued in the currency you were invoiced in. We do not cover exchange-rate movement between payment and refund, or bank and intermediary fees charged at your end.
• Where an invoice on your account is overdue, we may set the refund off against it and return the balance.

09

Chargebacks and disputes

If you believe a charge is wrong, tell us before you tell your bank. Nearly every billing dispute we have seen was a misunderstanding we could have fixed the same day, and a chargeback raised without contacting us first freezes the engagement while the bank investigates.

We reserve the right to suspend services and recover our costs where a chargeback is raised for an amount properly due under this policy or a signed agreement.

10

Changes to this policy

We may update this policy. The version in force for an engagement is the one published when that engagement started, so a change never worsens the terms of a hire you have already made. The date at the top of this page shows when it was last revised.

11

Talk to us

Refund questions go to info@remotetalentz.com, or straight to your account manager if you have one. We reply within one business day.

Postal address: Remote Talentz LLC, 7901 4th St N, Ste 300, St Petersburg, Florida 33702, United States.