Refund & Payment Policy

1. Overview

This policy explains how payments are handled on PrimeAssist and the circumstances under which refunds apply. It works alongside our Terms of Service.

2. How Payments Work

When you create a Task, you authorise two amounts: (a) the Spending Limit, which is the maximum funds the Assistant may spend on your behalf to complete the Task; and (b) the Service Fee, which is PrimeAssist's fixed fee for facilitating and managing the Task. Funds are held securely and only released as described below.

3. Spending Limit Refunds

• Any portion of the Spending Limit not used by the Assistant is refunded to you in full.
• All spending is supported by receipts uploaded to the Task Log. You are charged only for verified, receipted spending.
• Unused funds are returned to your original payment method within 5–10 business days.

4. Service Fee Refunds

The Service Fee is refundable in the following situations:

• Task not started: Full refund if you cancel before an Assistant accepts the Task.
• Assistant fault: Full refund if a Task cannot be completed due to Assistant error or unavailability.
• Partial completion: Pro-rated refund where only part of a Task was completed, determined by review of the Task Log.

The Service Fee is generally non-refundable once a Task has been satisfactorily completed and confirmed.

5. Dispute & Review Window

You have 72 hours from completion notification to confirm the Task or raise a dispute. If no action is taken within 72 hours, the Task is automatically confirmed and the Service Fee released. Disputes are reviewed against the Task Log within 5 business days.

6. Unauthorised Spending

Assistants are contractually prohibited from spending beyond your Spending Limit. Any unauthorised spending is the responsibility of the Assistant and will not be charged to you. Report any such incident to billing@primeassistcare.com immediately.

7. Chargebacks

We encourage you to contact us before initiating a chargeback so we can resolve the issue directly. Fraudulent chargebacks may result in account suspension.

8. Contact

Billing questions: billing@primeassistcare.com