Refund Policy

Overview

This Refund Policy explains when Xpert-Career gives refunds, rebates or credits for the services we provide. It forms part of our Terms and Conditions. Where a client has signed our Terms of Business or an individual agreement, the refund terms in that agreement apply. Where they differ from this policy, the agreement takes priority.

Candidates and job seekers

As we do not take payments from candidates, no refunds apply. If anyone asks you for money in the name of Xpert-Career to secure a job, it is not us. Please do not pay, and report it to us at info@xpert-career.com.

Permanent placement fees

If a candidate we have placed in a permanent role leaves or is dismissed during the rebate period, the client may be entitled to a partial refund of the placement fee. The following scale applies, measured from the candidate’s start date:

Instead of a refund, the client may choose for us to search for a replacement candidate free of charge.

Conditions

A rebate or free replacement applies only where:

• the placement fee was paid in full within the payment terms on our invoice;
• the client tells us in writing within 7 days of the candidate’s employment ending;
• the candidate has not been made redundant, and the role has not been significantly changed from the job description we were given; and
• the candidate was not dismissed because of the client’s breach of employment law or of the candidate’s contract.

No refund is due if the client re-engages the same candidate within 12 months.

CV sourcing and screening services

• Cancellation before work starts: if you cancel a CV sourcing or screening project before we start work, we will refund any amount you have paid in full.
• Cancellation after work starts: we will refund any prepaid amount for work not yet done, on a fair pro-rata basis. Work already completed and CVs already delivered are not refundable.
• Quality guarantee: if the CVs we deliver do not meet the requirements we agreed in writing, tell us within 7 days of delivery. We will source replacement CVs at no extra cost. If we cannot meet the agreed specification, we will refund the fee for the CVs that did not meet it.
• Subscriptions or retained programmes: you may cancel with the notice period stated in your agreement. Fees for the current billing period are not refundable unless your agreement says otherwise.

Temporary workers

Clients are charged for the hours temporary workers actually work, as recorded on approved timesheets. If you believe an invoice is incorrect, please raise it within 7 days of the invoice date. If we agree it was overcharged, we will issue a credit note or refund for the difference.

Your statutory rights

Our services are mainly provided to businesses. If you are a consumer, nothing in this policy affects your statutory rights. These include your rights under the Consumer Rights Act 2015 and, for services agreed at a distance or off-premises, your right to cancel within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

How to request a refund

1. Email info@xpert-career.com with the subject line “Refund request”, your company name, the invoice number and the reason for your request.
2. We will acknowledge your request within 2 working days.
3. We will review it and give you our decision within 14 days.
4. Approved refunds are paid within 14 days of our decision, using the original payment method or by bank transfer.

If you are not happy with how your request has been handled, you can use our Complaints Policy.

Contact us

For questions about this Refund Policy, please contact: