Refund Policy

At BackHome Assist, we strive to provide reliable, professional, and transparent services. This Refund Policy explains when refunds may be available and how refund requests are handled. By purchasing or using our services, you agree to this Refund Policy.

1. General Principles

As many of our services involve planning, coordination, travel, inspections, welfare visits, property assessments, construction monitoring, document follow-ups, and other time-based activities, refunds are assessed based on the work completed and expenses incurred at the time of cancellation. Each refund request is reviewed individually and fairly.

2. Cancellation Before Work Begins

You may cancel a service request before any work has commenced. For the purposes of this policy, work is considered commenced when any of the following occurs:

• Service planning or coordination begins.
• Staff are assigned to the task.
• Travel arrangements are made.
• Appointments are scheduled.
• Third-party bookings are made.
• Preparatory research or verification work is undertaken.

If cancellation occurs before work begins, you may be eligible for a full refund less payment processing fees, currency conversion fees, non-recoverable banking charges, or any third-party costs already incurred.

3. Cancellation After Work Has Started

Once work has commenced, refunds may be reduced or unavailable depending on the stage of completion. We may deduct costs associated with staff time, travel expenses, site visits, administrative work, coordination activities, third-party service charges, and documentation and reporting work already completed. Where only part of a service has been completed, a partial refund may be considered at our sole discretion.

4. Completed Services

No refunds will be provided once a service has been fully completed and the agreed deliverables have been provided. Examples include:

• Property inspection reports delivered.
• Welfare visit reports completed.
• Construction monitoring visits conducted.
• Verification tasks completed.
• Document follow-up activities completed.
• Evidence, photographs, videos, or reports delivered to the client.

5. Third-Party Delays and Circumstances Beyond Our Control

BackHome Assist is not responsible for delays, failures, or outcomes caused by third parties, including government agencies, courts and public offices, schools and universities, hospitals and healthcare facilities, banks and financial institutions, property owners or tenants, builders and contractors, or family members or private individuals. Refunds will not be issued solely because a third party delays, refuses, or fails to provide information, access, approvals, or services.

6. Unsuccessful or Incomplete Tasks

Where a task cannot be completed despite reasonable efforts, we may at our discretion arrange a follow-up attempt, provide a partial refund, issue a service credit, offer an alternative service solution, or reschedule the service. Any refund or credit will take into account work already performed and expenses incurred.

7. Property Access and Customer Availability

Refunds may be reduced or denied where a service cannot be completed because access to a property is denied, the client provides incorrect information, the client is unavailable for required communication, required permissions were not obtained, or a third party refuses cooperation. Any wasted travel, time, or coordination costs may be deducted from any refund amount.

8. Urgent, Priority and Emergency Services

Priority, expedited, same-day, and emergency service fees are non-refundable once coordination, scheduling, or dispatch activities have commenced. This includes emergency welfare visits, urgent property inspections, fast-track document follow-ups, and priority construction monitoring visits.

9. Refund Processing

Approved refunds will be processed using the original payment method wherever possible. Refund processing times may vary depending on payment provider, bank processing times, currency conversion requirements, and international payment systems. Refunds are typically processed within 14 business days of approval.

10. Chargebacks and Payment Disputes

Clients are encouraged to contact BackHome Assist directly before initiating a payment dispute or chargeback. Where evidence demonstrates that services were delivered in accordance with the agreed scope, we reserve the right to contest chargebacks and provide supporting documentation to payment providers.

11. How to Request a Refund

To request a refund, please contact us with your full name, service reference number, date of service request, payment confirmation, and reason for the refund request. Refund requests should be submitted within 14 days of the service date.

Email: assist@backhomeassist.com
WhatsApp: +233 244 774 010
Website: www.backhomeassist.com

12. Changes to This Policy

We reserve the right to amend this Refund Policy at any time. Any changes will be published on our website and become effective immediately upon posting.

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