Legal
Refund Policy
Last updated: 23 Jul 2026
The short version
Credits and introductions are final. All purchases are non-refundable except where the law requires otherwise. You can see a VA's full Vetted Score, rating and test results before you request an introduction, so you always know exactly what you are buying before you spend a credit. Nothing in this policy affects your statutory rights.
Credit purchases are final
When you buy credits, whether as a one-off top-up pack or as a monthly subscription plan, the credits are delivered to your account instantly. Because they are digital content supplied immediately, and you expressly ask for that and agree to it at checkout, credit purchases are non-refundable. This includes credits you have not yet spent, each monthly renewal once its credits are delivered, and purchases you later change your mind about.
Introductions are final
Credits are spent when you request an introduction, which reveals a VA's contact details to you instantly and permanently. That is the product you are paying for, so an introduction cannot be refunded or reversed for any reason. That includes cases where the VA does not reply, is no longer available, declines the work, or where you decide not to hire them. Every profile shows its Vetted Score, rating and test results before you request an introduction, so you can judge who to contact before spending anything.
No guarantee of outcomes
Vetted is an advertising directory of independent virtual assistants, not an employment agency or a recruiter. We do not guarantee that a VA will reply, be available, accept work, or be a good fit, and we take no part in your dealings with them. What we verify is that, at the time of listing, each VA passed our tests. We do not sell an outcome, so there is nothing to refund if an outcome does not follow.
Free credits
Any starter or promotional credits are free extras. They have no cash value and cannot be refunded, exchanged or transferred, and may be withdrawn if an account breaks our Terms.
Credit expiry
Top-up credits do not expire. On a subscription plan, each renewal adds that plan's credit allotment, and any unused plan credits roll over for one month.
Subscriptions
Subscription plans renew automatically each month until cancelled. You may cancel future renewals at any time from your account; cancellation takes effect at the end of the current billing period, and the plan credits already delivered for that period remain non-refundable. We do not provide pro-rata refunds for partial periods. This does not affect your statutory rights.
Business use
Vetted is provided for business and trade use. The cancellation rights that apply to consumers under the Consumer Contracts Regulations 2013 do not apply to business customers.
If you are buying as a consumer
A consumer normally has a 14-day right to cancel a distance purchase. At checkout you ask us to supply your credits immediately and acknowledge that this right ends as soon as supply begins, which it does the moment your credits land, so the cancellation right no longer applies. Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015. If your credits are faulty, not as described, or are not delivered, you are entitled to the remedy the law provides and we will honour it.
Billing errors
If you were charged in error, for example a duplicate charge, or credits were not added after a successful payment because of a technical fault, email us from your account email and we will put it right. That is us correcting a mistake, not a discretionary refund.
Payment disputes
If something is wrong, contact us first, we sort genuine issues quickly. Every purchase and introduction on Vetted is logged, and we contest chargebacks on delivered credits and introductions with that evidence. Accounts with unresolved chargebacks are suspended.
Hiring disputes
This policy covers credit purchases and introductions only. Vetted is not a party to any agreement between you and a VA you hire, and cannot refund or mediate payments you make directly to a VA.