Refund Policy refund policy

Overview

At SelectRoyal Maids, we are committed to providing a service you can trust. Our refund policy is designed to be fair to both employers and domestic professionals while protecting the integrity of the placement process.

All fees paid to SelectRoyal Maids are for our placement and intermediary services — not for the employment of any individual. The terms below govern when refunds or replacements are available.

Refund Eligibility Criteria: Registration/Application money is refundable only if the Agency fails to present

any candidate for an interview due to non-availability of matching profiles within ten (10) working days of

the application. Absolutely no refunds will be granted once the video call interview process has

commenced (defined as the Client conducting at least one video interview with a prospective candidate).

Medical Test Costs: All fees, payments, or expenses incurred for candidate medical examinations or

screenings are completely non-refundable under any circumstances.

Market Rate Salary Variations: Market expectations for domestic worker salaries fluctuate constantly. The

Agency does not guarantee that a replacement worker will accept the same salary as a previous worker.

Refund claims based on a Client's inability or refusal to adjust their salary budget to match prevailing

market rates will be summarily rejected.

Replacement Timeline & Caps: The Agency undertakes to replace a worker with a suitable candidate

willing to fulfill the original agreement within 72 hours, subject to candidate availability. Maximum sourcing

time may extend up to 15 days. Premium package users are entitled to a maximum of five (5)

replacements within a one (1) year period at no extra cost if a worker leaves without a valid reason or

exhibits unsatisfactory performance.

Replacement Alterations: Any modification to the original job specifications during a replacement process

without the written consent of the Agency is null and void. Changes to the job description require a fresh

agreement, and supplementary charges may apply. Replacements requested exceeding the package caps

will be billed at standard package rates.

Medical or Family Emergencies: If a worker is absent due to temporary illness or a family emergency but

promises to return once fit, no temporary replacement will be provided. If the worker fails to return within

seven (7) calendar days, the Client may formally request a permanent replacement.

Live-Out Notice Period: Requests for the replacement of live-out domestic workers strictly require a

minimum of two (2) weeks' prior written notice.

Replacement Guarantee

All placements made through Select Royal Maids come with our Replacement Guarantee. If your hired candidate does not work out within the guarantee period, we will find you a suitable replacement at no additional charge for premium users.

Guarantee Periods by Service Type

The guarantee period begins on the candidate's first official day of employment. To activate the replacement guarantee, you must notify us ahead or within 7days window max from the day the maid stops work.

Eligible Refund Scenarios

A full or partial monetary refund may be issued in the following circumstances:

• No Suitable Replacement Found — If we are unable to provide a suitable replacement within 21 business days after you activate the guarantee.
• Candidate Misrepresentation — If a candidate is found to have materially misrepresented their identity, qualifications, or experience and we cannot provide a replacement.
• Failed Verification — If a candidate passes our screening but is later found to have a serious undisclosed criminal record that we failed to detect.
• Duplicate Payment — If you were charged more than once for the same placement due to a system error.

Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The guarantee period has expired at the time of the complaint.
• The candidate was dismissed due to personal disagreements, personality conflicts, or changed household circumstances unrelated to performance.
• The employer changed their requirements after placement (e.g. different duties, hours, or location).
• The employer failed to provide reasonable working conditions as agreed.
• The complaint was not submitted through our official support channels.
• The placement fee was paid more than 90 days ago.
• The employer violated the candidate's rights or our Terms of Service.

How to Request a Refund

To request a refund or activate the replacement guarantee, follow these steps:

1. Contact our support team within the applicable guarantee period.
2. Provide your account email, placement reference number, and a clear description of the issue.
3. Our team will review your request within 3 business days.
4. If a replacement is appropriate, we will begin sourcing within 5 business days.
5. If a monetary refund is approved, it will be processed within the timeline below.

You can reach our support team via:

• Phone: +234 913 789 4958 (Mon–Fri, 8am–6pm)
• In-platform: Use the "Help & Support" section in your account dashboard

Partial Refunds

In certain situations, we may issue a partial refund based on the proportion of service already rendered. For example:

• If you activate the replacement guarantee but a replacement is found, no monetary refund is issued — the replacement is your remedy.
• If you cancel a multi-placement package after one placement has been completed, a partial refund may apply to the unused portion.
• Partial refund amounts are calculated at our discretion based on the circumstances and value of services already provided.

Disputes

If you disagree with a refund decision made by our team, you may escalate the matter as follows:

• Submit a formal dispute in writing to info@selectroyalmaids.ng within 14 days of the initial decision.
• Our senior management team will review the dispute within 10 business days.
• If still unresolved, the dispute may be referred to mediation under Nigerian law.

We are committed to resolving all disputes fairly and promptly. Our goal is always a satisfactory outcome for both parties.

Contact Us

For all refund and replacement enquiries:

• Phone: +234 913 789 4958
• Hours: Monday – Friday, 8:00am – 6:00pm WAT