Refund Policy
This section explains when you can receive a refund on the Agency Placement Fee.
Disclaimer: This summary is for easy understanding only. In case of any dispute, the complete legal text in our Terms and Conditions will prevail.
A refund is only provided when all the following conditions are satisfied:
1. The placement was a Permanent Placement (not Temporary/Short Term (<1 month)).
2. You paid the full Agency Fee on time (within 3 days of invoicing), activating the 3-Month Guarantee Period.
3. The placement ends during the 3-Month Guarantee Period (the helper leaves or you terminate the placement for any reason).
4. We are unable to provide a suitable replacement helper within seven (7) working days of the previous helper's departure.
If all the above criteria are met, we will refund the Agency Fee amount.
The Goods and Services Tax (GST) amount cannot be refunded because it is remitted directly to the government.
No refund will be issued in the following scenarios:
1. You terminate the service and inform us that you do not want a replacement helper.
2. We offer a suitable replacement but you remain unresponsive to our offer(s) for 7 calendar days.
3. You failed to pay the initial Agency Fee within the required 3-day window, which voids the guarantee.
4. During the guarantee period, you substantially change your original request (for example, the work profile, working hours/duration, or the agreed budget/salary).
5. The placement was Temporary/Short Term (<1 month).
For any clarification regarding refunds, please review the full Terms and Conditions or get in touch with our support team.