This Refund & Cancellation Policy governs the terms under which clients may cancel services and request refunds from PennyRecruiters. Please read this policy carefully before engaging our services. By accepting our service terms, you agree to the cancellation and refund provisions set forth below.
1. Service Commitment
PennyRecruiters is committed to providing high-quality talent acquisition and staffing services. We stand behind the quality of our placements and strive to ensure that every engagement delivers value to our clients. This policy is designed to provide clarity and fairness in the event that services need to be cancelled or modified. Our key service commitments include:
- Placement Guarantee: All new placements include a 14-day trial period to ensure the placed professional meets your requirements.
- Replacement Guarantee: If a placed professional does not meet expectations during the trial period, we will provide a replacement at no additional cost.
- Service Uptime: We commit to 99.9% uptime for our client portal and platform services, subject to scheduled maintenance and force majeure events.
- Responsiveness: We aim to respond to all cancellation and refund requests within 2 business days and process them within 10 business days.
2. Cancellation by Client
Clients may cancel their engagement with PennyRecruiters under the following conditions. Notice periods are calculated from the date written notice is received by PennyRecruiters:
- Full Service Cancellation (Convenience): The Client may terminate the entire service agreement for any reason by providing 30 calendar days' written notice to PennyRecruiters. Services will continue during the notice period, and all fees for the notice period remain due and payable.
- Partial Cancellation (Team Reduction): The Client may reduce the number of placed professionals by providing 15 calendar days' written notice. The reduction applies to specific professionals identified in the notice.
- Individual Professional Replacement: If a placed professional is not meeting expectations during the 14-day trial period, the Client may request a replacement with 5 business days' notice. Outside the trial period, replacement requests are subject to availability and may require notice as specified in the service agreement.
- Cancellation for Cause: The Client may terminate immediately upon written notice if PennyRecruiters commits a material breach of the service agreement that remains uncured for 14 calendar days after receipt of written notice specifying the breach.
3. Cancellation by PennyRecruiters
PennyRecruiters may cancel or suspend services under the following circumstances:
- Client Breach: PennyRecruiters may terminate the agreement immediately if the Client commits a material breach that remains uncured for 14 calendar days after written notice. Material breaches include non-payment of fees, violation of our Acceptable Use Policy, or failure to comply with applicable laws.
- Non-Payment: PennyRecruiters may suspend services immediately upon written notice if any invoice remains unpaid for more than 30 calendar days past the due date. Suspended services will be reinstated once payment is received in full.
- Insolvency: PennyRecruiters may terminate immediately if the Client becomes insolvent, files for bankruptcy, makes an assignment for the benefit of creditors, or ceases operations.
- Force Majeure: PennyRecruiters may suspend services for the duration of any force majeure event beyond its reasonable control, including natural disasters, war, terrorism, pandemic, or government actions.
4. Refund Eligibility
Refunds are available under the following specific scenarios. All refund requests must be submitted in writing and include supporting documentation where applicable:
- Trial Period Refund: New placements include a 14-day trial period commencing on the professional's first day of work. If the placed professional does not meet the Client's reasonable requirements during this period, the Client may choose either: (a) a replacement professional at no additional cost, with the trial period restarting for the replacement; or (b) a full refund of all fees paid for that specific placement, excluding any setup or onboarding fees.
- Prepaid Services Refund: If the Client has prepaid for services (e.g., monthly retainer or block of hours), a pro-rata refund will be issued for the unused portion of the prepaid period, calculated from the effective cancellation date. A 5% administrative fee may be deducted to cover processing costs.
- Service Failure Refund: If we fail to deliver a core service as specified in the service agreement (e.g., failure to provide a qualified candidate within the agreed timeframe), the Client may request a full or partial refund of relevant service fees, as determined on a case-by-case basis.
- Duplicate Payment Refund: If the Client has been charged in error or billed twice for the same service, a full refund of the duplicate amount will be issued promptly upon verification.
5. Non-Refundable Items
The following fees and charges are non-refundable under any circumstances, except as expressly stated otherwise in the service agreement:
- Setup and Onboarding Fees: One-time setup, onboarding, and implementation fees are non-refundable once the onboarding process has commenced. These fees cover the initial work of understanding your requirements, configuring our systems, and initiating the talent sourcing process.
- Consulting and Advisory Fees: Fees for consulting, advisory, or project-based services are non-refundable once the service has been delivered, regardless of whether the Client is satisfied with the outcome of the advice.
- Completed Placements: No refunds will be issued for successfully completed placements where the placed professional has worked beyond the 14-day trial period, unless otherwise specified in the service agreement.
- Administrative Fees: Any administrative, processing, or convenience fees charged for payment processing are non-refundable.
- Services Rendered: Fees for services already rendered up to the effective date of cancellation are non-refundable and must be paid in full.
6. Service Credits
In certain situations, PennyRecruiters may issue service credits instead of cash refunds. Service credits are governed by the following terms:
- Service credits may be offered for service interruptions exceeding our stated 99.9% uptime guarantee, calculated on a pro-rata basis for the duration of the interruption.
- Credits are applied as a deduction against future invoices and are not redeemable for cash or any other form of payment.
- Service credits expire 12 months from the date of issuance and are forfeited if not used within that period.
- Credits are non-transferable and may only be used by the Client to whom they were issued.
- No service credits will be issued for scheduled maintenance periods, force majeure events, or interruptions caused by the Client or its agents.
7. Processing Time
Our standard processing timelines for cancellations and refunds are as follows:
- Cancellation Acknowledgment: We will acknowledge receipt of your cancellation or refund request within 2 business days.
- Cancellation Effective Date: Cancellations take effect on the date specified in your notice or, if no date is specified, on the last day of the applicable notice period.
- Refund Processing: Approved refunds will be processed within 10 business days from the date of approval. Processing times may be longer for international payments.
- Refund Method: Refunds will be issued via the original payment method used for the transaction, unless otherwise agreed in writing. For payments made by bank transfer, refunds will be made via bank transfer to the original account.
- Delays: If we anticipate any delay in processing your cancellation or refund, we will notify you within the acknowledgment period and provide an estimated timeline.
8. Dispute Resolution
If you disagree with any cancellation or refund decision made by PennyRecruiters, you may escalate the matter through the following process:
- Internal Review: Submit a written dispute to our management team at info@pennyrecruiters.com within 30 calendar days of the decision. Include your account details, the specific decision you are disputing, and the reasons for your disagreement.
- Response: Our management team will review the matter and respond in writing within 10 business days. The response will include our final decision and the rationale supporting it.
- Further Escalation: If the dispute remains unresolved, the parties agree to resolve the matter through mediation followed by binding arbitration in accordance with the dispute resolution provisions of the Terms & Conditions.
- Good Faith: Both parties agree to participate in the dispute resolution process in good faith and to use reasonable efforts to resolve the dispute amicably before resorting to formal proceedings.
9. Contact
For questions about this policy or to initiate a cancellation or refund request, please contact us: