While we aim to find the right match for your business, there are occasionally times when a Virtual Assistant (VA) underperforms in a position. In these circumstances, it’s possible to pause the subscription to the Virtual Assistant service.

Please note that unless the VA has been terminated or a project has been completed, the only reason accepted for pausing a subscription is underperformance. If you need to close during a holiday or take a vacation, you will need to continue the subscription, as our VAs rely on this regular source of income.

Follow these steps to pause a subscription:

1. Before pausing your subscription, we ask that you first contact your HR representative or the HR department at HR@tawk.to. Let them know about any underperformance issues or unmet expectations. We’ll then reach out to the VA and work with them to manage their performance.

2. If the HR team has worked with the VA and the role is still not working out, we will pause the subscription. Once we’ve found a replacement VA, we will unpause the subscription and provide a refund for the days that the VA service was inactive based on the time required to source another qualified candidate.

When a VA is replaced mid-cycle, we will provide you with a credit for the days unused. We will leave a record of these days on your account and provide you with written confirmation of the credit amount owed.

You can apply this credit toward other services. For example, you can use credit to pay for overtime or bonuses. Alternatively, we can provide you a refund for the days that the subscription or service was not active. This is decided on a case-by-case basis.

3. Once we’ve found a replacement for the VA, we will restart the subscription and provide a refund for the days that the VA service was inactive based on the time required to source another qualified candidate.

Canceling a subscription

If you close your business or take an extended break, you will need to cancel your subscription. Cancellation stops your payments from rolling over the next billing cycle. When you are ready to work with a VA again, you may restart the subscription.

Keep in mind, however, that the VA that you’re currently working with may no longer be available. If the subscription is paused over an extended period of time, the VA will either be repurposed to another client or will look for other opportunities outside of tawk.to.

Have questions about payments or subscriptions for the tawk.to Virtual Assistant program? Schedule a call.