Issued by: Westshore Group Limited (Globally Award-Winning Company)
Trading As: Westshore VA Services
Registered Office: 128 City Road, London, EC1V 2NX, United Kingdom
Effective Date: 24 August 2025
Last Updated: 24 August 2025
This Refund & Cancellation Policy applies to all services provided by Westshore VA Services, a subsidiary of Westshore Group Limited. Westshore Group is a globally award-winning organisation, setting benchmarks in luxury service, compliance, and client care.
1. Introduction
1.1 This Refund & Cancellation Policy forms part of the wider Terms & Conditions of Business.
1.2 By purchasing a package, booking services, or engaging Westshore VA Services, the client acknowledges and agrees to the terms outlined in this policy.
1.3 This policy ensures clear financial expectations, cost transparency, and legal compliance for both parties.
2. Non-Refundable Fees
The following fees are strictly non-refundable under all circumstances:
2.1 AML Check Fees
- £8 per director for AML checks when onboarding corporate clients.
- Required to comply with UK Anti-Money Laundering Regulations 2017.
- These checks are a legal requirement and separate from service package fees.
2.2 Setup Administration Fee
- £25 per client, charged during onboarding.
- Covers account creation, encrypted wallet setup, and internal system configuration.
2.3 Travel Bookings
- Westshore VA Services does not pre-fund travel costs for clients.
- Travel bookings must be paid directly by the client via their approved payment method.
- No refunds or compensation will be given for:
- Missed flights or events due to insufficient client funds.
- Payment failures caused by declined cards or banks.
- Client cancellations outside of supplier terms.
3. Service Packages & Hour Management
3.1 Westshore’s Responsibility for Tracking Hours
- Westshore VA Services’ Directors and senior staff are responsible for monitoring client hours, ensuring packages are used efficiently.
- Clients will receive proactive notifications when they are approaching their monthly limit.
- Clients are not expected to track their own usage, as we handle this internally.
3.2 Package Recommendations
- If a client regularly exceeds their package hours, Westshore VA Services may recommend upgrading to a higher package to better suit their needs.
Example:
- If a client is on a 3-hour monthly package but consistently uses 4.5 hours,
- We may recommend upgrading to a 6-hour package, allowing extra hours for new tasks while remaining cost-effective.
3.3 Overages & Non-Contracted Hours
- If a client exceeds their allocated hours without upgrading to a larger package:
- Additional hours will be billed at £50 per hour.
- These charges will be invoiced separately at the end of the billing cycle.
Example:
A client on a 3-hour package uses 5 hours.
The extra 2 hours are billed at £50 per hour, totalling £100.
3.4 Rollover Hours
- Unused hours at the end of a month may roll over to the following month, but only for 30 days.
- After the 30-day grace period, any remaining unused hours expire permanently and cannot be refunded or credited.
Example for Clarity:
- Month 1: Client rolls over 20 unused hours into Month 2.
- Month 2: Client buys 30 new hours, totalling 50 hours available.
- If only 40 hours are used, the remaining 10 hours from Month 1 expire permanently at the end of Month 2.
4. Cancellation by the Client
4.1 Clients must provide 30 days’ written notice to cancel their service agreement.
4.2 Notice Requirements:
- Notice must be given in writing via email or formal letter.
- The 30-day notice period begins once Westshore VA Services acknowledges receipt of the cancellation notice.
4.3 Services During Notice Period:
- Services will continue as usual during the notice period unless both parties agree otherwise.
4.4 Non-Refundable Payments:
- Any remaining hours or fees at the point of cancellation are strictly non-refundable.
- Clients are responsible for settling all outstanding balances before termination.
4.5 Failure to Give Notice:
- If a client fails to provide proper notice:
- The current month’s fees remain fully due.
- Any pre-paid amounts will be retained as liquidated damages.
5. Cancellation by Westshore VA Services
Westshore VA Services reserves the right to immediately cancel services without refund if a client:
- Fails to comply with UK laws (Equality Act 2010, Health & Safety, Data Protection).
- Shares passwords or sensitive data outside of the approved encrypted wallet system.
- Creates unsafe work conditions for staff attending events or physical locations.
- Fails to pay AML fees or invoices within required timeframes.
- Engages in abusive, discriminatory, or illegal behaviour.
6. Refund Rules for Hours & Rollover
6.1 No Refunds for Expired Hours:
- Rolled-over hours not used within 30 days expire permanently.
- They cannot be refunded or credited to future packages.
6.2 Westshore Monitoring Commitment:
- Our team ensures clients are informed well before hours expire.
- If a client consistently requires more hours, we will recommend upgrading their package for better value.
7. Travel Booking & Financial Responsibility
7.1 Clients must ensure they have sufficient funds available prior to making any travel bookings.
7.2 All travel-related charges must be processed directly against the client’s own payment method.
7.3 Westshore VA Services will not pre-pay or advance funds for any travel bookings.
7.4 No Refunds or Liability:
- Westshore VA Services is not responsible for:
- Missed flights, trains, or events due to lack of client funds.
- Payment failures caused by banks or card issuers.
- Losses arising from delays in client approvals or decision-making.
8. Security & Password Protocols
8.1 Approved Sharing Method Only:
- Clients must share all sensitive credentials exclusively via Westshore VA Services’ encrypted, secure password wallet.
8.2 Prohibited Methods:
- Email
- WhatsApp or similar messaging apps
- Text message
- Telephone (verbal communication)
8.3 Immediate Termination for Breach:
- Any breach of this security protocol results in immediate contract termination without refund.
9. Health, Safety & Equality Compliance
9.1 Clients must ensure any physical location where Westshore VA Services staff attend is safe, hazard-free, and compliant with UK Health & Safety standards.
9.2 Legal Requirements:
- Clients must comply with all UK laws, including:
- Equality Act 2010
- Modern Slavery Act 2015
- Data protection regulations
- Employment and health regulations
9.3 Immediate Termination:
- Illegal activities, unsafe conditions, or non-compliance will result in immediate termination of services without refund.
10. Refund Processing
10.1 Refunds, where applicable, will be processed within 14 business days of approval.
10.2 Refunds will only be issued to the original payment method used.
10.3 Refunds will not be issued for:
- AML fees
- Setup administration fees
- Expired rollover hours
- Non-refundable travel bookings
- Non-refundable package fees during the 30-day notice period
11. Summary of Client Responsibilities
- Provide 30 days’ written notice before cancellation.
- Understand that Westshore tracks hours, not the client.
- Respond to recommendations about upgrading packages when usage increases.
- Ensure sufficient funds for travel bookings.
- Share sensitive information only via the encrypted wallet.
- Provide safe, legal, and compliant work environments for any on-site work.
This policy is issued under the authority of Westshore Group Limited, the globally award-winning parent company of Westshore VA Services, Westshore Escapes, Westshore Property Care, and all future subsidiaries. All companies under the Group adhere to these policies to maintain a consistent standard of excellence.
