Refund & Cancellation Policy

At Propela Limited, we aim to provide professional, reliable, and efficient virtual assistant and business support services. This Refund & Cancellation Policy outlines how cancellations, refunds, prepaid hours, and service terminations are managed.

By engaging propela Limited's services, you agree to this policy alongside our Business Support Services Agreement and Privacy Policy.

1 Cancellation of Services

Either party may cancel ongoing services by providing at least 30 days' written notice, unless otherwise agreed in writing.

Notice of cancellation must be provided by email to: [email protected]

During the notice period:

• Services will continue unless otherwise agreed
• The client remains responsible for payment of all scheduled or completed work
• propela may continue to invoice for recurring services during the notice period

2 Immediate Suspension or Termination

propela Limited reserves the right to immediately suspend or terminate services where acting reasonably and in good faith, including where:

• Invoices remain unpaid
• Abusive, threatening, or inappropriate behaviour occurs
• Requested activities are unlawful, misleading, unethical, or breach platform terms
• Required information, approvals, or system access are not provided
• There is a significant breach of our terms or policies

Where services are suspended due to non-payment, work may not resume until outstanding amounts are paid in full.

3 Refund Policy

Due to the time-based and customised nature of virtual assistant and business support services, refunds are generally not provided for:

• Completed work
• Partially completed work
• Time already allocated or booked
• Delays caused by the client
• Work completed based on client instructions or approvals

Refund requests will only be considered where:

• Services were paid for but not provided
• Duplicate payments were made
• An invoicing error occurred
• propela agrees, at its sole discretion, that a partial refund is appropriate in the circumstances

Any approved refunds will be processed to the original payment method where possible.

4 Prepaid Hours and Retainers

Where clients purchase prepaid support hours, retainers, or monthly service packages:

• Unused hours do not roll over unless agreed in writing
• Prepaid hours are non-refundable once the service period has commenced
• Retained hours are allocated specifically for the client and reserve team capacity

If propela is unable to deliver the agreed services during the prepaid period, a partial credit or refund may be considered.

5 Project-Based Services

For fixed-fee or project-based work:

• Deposits and upfront payments are non-refundable once work has commenced
• If a project is cancelled by the client after commencement, the client remains liable for: work already completed, time already allocated, and third-party costs incurred on the client's behalf

Where a project is paused for more than 30 days due to lack of client response, approvals, or access, propela may invoice work completed to date and close the project.

6 Client Delays and Non-Responsiveness

Clients are responsible for providing information, approvals, access, and feedback in a timely manner.

propela is not responsible for delays, missed deadlines, or additional costs arising from:

• Delayed client responses
• Incomplete instructions
• Unavailable system access
• Third-party platform issues

If a client becomes unresponsive for an extended period, ongoing services may be paused or cancelled.

7 Chargebacks and Payment Disputes

Clients agree to contact propela first to attempt resolution of any billing concerns before initiating chargebacks or payment disputes through their bank or payment provider.

8 Intellectual Property

All intellectual property rights in work created by propela on behalf of a client — including written content, designs, documents, and other deliverables — will transfer to the client upon receipt of payment in full for that work.

Until payment is received in full:

• All deliverables remain the intellectual property of Propela Limited
• The client must not reproduce, publish, or otherwise use the work without propela's prior written consent

propela retains the right to use general skills, knowledge, and methodologies developed during the provision of services, provided this does not involve disclosure of the client's confidential information.

9 Offboarding and Return of Access

Upon cancellation or termination of services, propela will:

• Cease use of all client-provided logins, credentials, and system access
• Return or securely delete any client data held by propela or its team members, upon written request
• Not retain copies of client credentials, confidential information, or proprietary materials beyond what is required for legal or accounting purposes

Clients are responsible for revoking access permissions from their own platforms and systems promptly upon termination. propela accepts no liability for security issues arising from a client's failure to revoke access in a timely manner.

Where propela holds any client assets (files, documents, login details) at the time of termination, these will be returned within 10 business days of the final invoice being settled.

10 Dispute Resolution

Both parties agree to act in good faith and attempt to resolve any dispute arising from this policy or the provision of services through direct negotiation in the first instance.

If a dispute cannot be resolved through direct negotiation within 14 business days of written notice of the dispute, either party may refer the matter to mediation through a mutually agreed mediator or through the Resolution Institute (New Zealand).

Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court where necessary.

This policy and any disputes arising from it are governed by the laws of New Zealand. The parties submit to the non-exclusive jurisdiction of the New Zealand courts.

11 Force Majeure

propela will not be liable for any delay or failure to deliver services caused by circumstances beyond its reasonable control, including but not limited to natural disasters, acts of government, power outages, internet or telecommunications failures, or other events affecting propela's team members or infrastructure (including disruptions affecting team members based offshore).

In such circumstances, propela will notify the client as soon as practicable and use reasonable endeavours to resume services. Prepaid hours or retainers affected by a force majeure event will be extended or credited proportionally.

12 Consumer Guarantees Act

Where services are acquired for business purposes, the parties agree that the Consumer Guarantees Act 1993 does not apply to the extent permitted by law.

Nothing in this policy limits any rights that cannot legally be excluded under New Zealand law.

13 Changes to This Policy

propela Limited may update this Refund & Cancellation Policy from time to time.

The latest version will be available at: www.propela.co.nz

Continued use of our services after notice of changes constitutes acceptance of the updated policy.

14 Contact Us

If you have any questions regarding this policy, please contact: