Last Updated: August 19, 2025
Why this policy exists. Many businesses hire a VA, then wonder why the work isn't good. The answer is almost always the same — the VA isn't paid fairly, isn't given time off, or doesn't have peace of mind to focus. At the same time, agencies often get burned by VAs who quit without warning, take on too many side jobs, or mishandle account access.
This policy fixes both problems. It tells the agency exactly what they get and what they owe. It tells the VA exactly what they get and what they owe. When both sides know the rules, nobody is left guessing — and the work that comes out is excellent.
Most of our VAs work the night shift to align with US hours. That's hard. So we make sure they're paid on time, get fair holidays, get bonuses, and have a clear career path. This is why agencies trust us with sensitive accounts — including HIPAA-compliant mortgage firms.
1. Notice & Cancellation — At a Glance
Three rules that protect both the agency and the VA. Read this carefully before you sign up — these aren't negotiable, and they exist for a reason.
- Agency cancels during trial (first 3 months): 2 business days' notice before the next invoice charge. Holidays don't count.
- Agency removes a permanent VA (after 3 months): 15 business days' advance written notice via email. VA continues working through the notice period; final invoice prorated.
- VA leaves voluntarily: 15 business days' advance written notice. Same rule applies to the VA — they cannot disappear on the agency. Knowledge transfer and replacement handled by us.
- Mid-cycle refund: Not available. Once an invoice is paid, no partial refund. Cancel before the next invoice runs.
- Notice on a holiday or weekend: Does not count. The clock starts the next business day.
Plain-English version. If you've already paid for this month, the VA works the full month — there's no mid-cycle refund. To stop the next charge during trial, email us at least 2 business days before the invoice date. To remove a permanent VA after 3 months, send 15 business days' written notice. Same 15-day rule applies if a VA wants to leave.
2. How We Protect Agencies
You're trusting us with your CRM, client data, and brand. Here's what you get in return:
- NDA signed before any account access
- Background-checked VA hires only
- Replacement guarantee — new VA within 5 business days at no extra cost
- Free dedicated project manager on every plan
- Daily progress reports + Loom walkthroughs
- Full IP transfer — all work belongs to you
- Strict legal action against any VA misconduct
- HIPAA-aware protocols for sensitive accounts
- Off-boarding within 24 hours — access revoked, passwords rotated
- Predictable billing — paid in advance, no surprise charges
3. How We Protect Our VAs
The VA is doing the work. Here's what we promise them:
- Salary paid in advance, on time — every month, no exceptions
- 15-day termination notice after probation — no surprise dismissals
- Pakistani public holidays — 19 paid days/year
- 23 paid leaves/year — annual, sick, emergency
- 2 Eid bonuses per year (20–30% of monthly salary)
- Annual vacation trip benefit (after 12 months)
- Insurance coverage after 1 year of service
- Yearly increment minimum 5%
- Direct grievance line — never punished for raising issues
- Clear career path from intern → senior permanent VA
4. Engagement Terms & Billing
Onboarding & start date
From the day you sign up, your dedicated VA will start working on your account within 5 business days. We use the time to match you with the right specialist, run an account audit, and set up communication channels (Slack, ClickUp, Zoom).
First 3 months — trial / internship
Your VA is on a probation period. You can cancel before the next billing cycle by giving at least 2 business days' notice before the invoice runs. Already-paid months are honored — the VA continues working. Switch VAs free if it's not the right fit.
Payments — always paid in advance
All VA service fees are paid in advance. After your first payment, you'll receive a recurring invoice that automatically charges the next month's fee on the same day each cycle. Email receipts every cycle. Update your card on file any time.
No mid-cycle refunds
Once a recurring invoice is paid, that month is locked in. You cannot cancel mid-month and request a partial refund. If you want to stop service, notify us before the next invoice runs.
After 3 months — permanent employee (15-day mutual notice)
After 3 months, your VA transitions from probation to permanent employee. Both sides owe 15 business days' written notice to end the engagement. This protects the VA from sudden dismissal — and protects the agency from a VA disappearing without warning. VA continues working through notice period; agency pays through it.
Replacement guarantee
If your VA is not performing — missing deadlines, poor communication, or quality issues — contact us immediately. We will investigate, address the issue, or assign a replacement VA within 5 business days at no extra charge.
Legal protection & HIPAA trust
Every VA signs an NDA before accessing any client account. We perform background checks during hiring. Any VA found doing illegal activity inside a client's account will face strict legal action in court. This is why HIPAA-compliant mortgage firms trust us with sensitive intake data. All work product is owned by you (full IP transfer).
Working hours & time-zone alignment
Standard: 8 hours/day, Mon–Fri (full-time plans). US ET / CT / PT time zones supported. Daily updates via your preferred channel. Loom video walkthroughs for every major task.
5. VA Welfare — Tiered Benefit Structure
Most of our VAs are based in Pakistan and work the night shift. They get fair pay, paid holidays, performance bonuses, and a real career path. Happy VAs do better work for your firm.
- Months 0–3 (Intern / Trainee): Full salary paid, Pakistani public holidays, limited paid leaves. No Eid bonus or vacation benefit yet.
- Months 3–6 (Probation VA): 19 public holidays, limited sick & emergency leave, on-time payments. No Eid bonus or vacation benefit yet.
- After 6 months (Permanent VA): Full annual leaves (12), sick (8), emergency (3); both Eid bonuses (20–30%); 19 public holidays. Insurance + vacation come at 12 months.
- After 12 months (Senior Permanent VA): All previous benefits; insurance (5% of monthly salary); yearly increment minimum 5%; annual vacation trip benefit; vacation allowance (10–20%).
This tiered structure protects our business from people joining only for bonuses, while rewarding VAs who genuinely commit long-term.
6. Yearly Paid Public Holidays (Pakistan)
Our VAs are based in Pakistan, so we observe Pakistani public holidays. These are paid days — VAs receive full salary while not working.
- Eid-ul-Fitr — 5 days
- Eid-ul-Azha — 5 days
- Ashura (9th & 10th Muharram) — 2 days
- Kashmir Day (Feb 5) — 1 day
- Pakistan Day (Mar 23) — 1 day
- Labour Day (May 1) — 1 day
- Independence Day (Aug 14) — 1 day
- Eid Milad-un-Nabi — 1 day
- Allama Iqbal Day (Nov 9) — 1 day
- Quaid-e-Azam Day / Christmas (Dec 25) — 1 day
Total paid public holidays: 19 days/year.
7. Paid Leaves
Beyond public holidays, permanent VAs get personal time off — earned monthly and protected by clear rules.
- Annual paid leave (earned 1 day/month) — 12 days
- Sick leave — 8 days
- Emergency leave — 3 days
Total paid leaves: 23 days/year.
Leave rules & conditions
- Annual leaves earn monthly — 1 day per completed month. VAs cannot take 12 days at once in their first month.
- Sick leave without proof — maximum 2 consecutive sick days without a doctor's note. Beyond that, proof required.
- Emergency leave approval — required where possible. Used for genuine personal emergencies only.
- Carry-forward limit — unused annual leaves carry forward, maximum 6 days into the next year.
- Vacation trip notice — must be approved at least 30 days in advance.
- No bonus during notice period — Eid bonuses are not paid if the VA is serving notice or has resigned.
- Resignation cuts pending bonuses — bonus or vacation allowance not payable after a resignation notice has been submitted.
- Force majeure — severe internet outages, illness, or natural disasters are handled case-by-case, not deducted from leave balance.
8. Contact
Questions about this policy? Email [email protected].