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Legal

VA Policy & Acceptable Use — Built to Protect VAs, Agencies & End Users Equally

The engagement policy for our Hire-a-VA service — notice & cancellation rules, mutual protections, billing terms, and VA welfare commitments — plus the acceptable use rules for our GoHighLevel automation products.

Last Updated: August 19, 2025

Why this policy exists. Many software companies 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 the peace of mind to focus. At the same time, agencies and SaaS teams 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 SaaS founders and agencies trust us with sensitive product accounts, customer data, and live billing automations.

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.

  • Client cancels during trial (first 3 months): 2 business days' notice before the next invoice charge. Holidays don't count.
  • Client 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 client. 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 Clients

You're trusting us with your GHL account, customer data, billing automations, 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
  • Least-privilege access — VAs get only the permissions they need
  • Off-boarding within 24 hours — access revoked, credentials 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 client from a VA disappearing without warning. VA continues working through the notice period; client 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 & data 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 SaaS companies trust us with live billing automations and customer 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 company.

  • 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

  1. Annual leaves earn monthly — 1 day per completed month. VAs cannot take 12 days at once in their first month.
  2. Sick leave without proof — maximum 2 consecutive sick days without a doctor's note. Beyond that, proof required.
  3. Emergency leave approval — required where possible. Used for genuine personal emergencies only.
  4. Carry-forward limit — unused annual leaves carry forward, maximum 6 days into the next year.
  5. Vacation trip notice — must be approved at least 30 days in advance.
  6. No bonus during notice period — Eid bonuses are not paid if the VA is serving notice or has resigned.
  7. Resignation cuts pending bonuses — bonus or vacation allowance not payable after a resignation notice has been submitted.
  8. Force majeure — severe internet outages, illness, or natural disasters are handled case-by-case, not deducted from leave balance.

8. Acceptable Use of Our Products & Automations

Whether your VA builds it or you do, everything created with our GoHighLevel snapshots, AI agents, and automations must follow these acceptable use rules. They interact with real customers over SMS, email, and voice — misuse harms end users and creates legal exposure for you and for us.

Permitted uses

  • Transactional messages (confirmations, onboarding, product updates) to users who have opted in.
  • Lifecycle email and SMS sequences to trial users who signed up for your product and consented to marketing.
  • Support follow-ups, NPS surveys, dunning notifications, and churn recovery outreach — to your own customers.
  • Inbound AI receptionists, chatbots, and voice agents for your own business operations.
  • CRM pipelines, automations, and workflows within GoHighLevel for your own agency or SaaS product.

Prohibited uses

  • Unsolicited commercial messages (spam). All SMS and email outreach must go to users who gave clear, affirmative opt-in consent under TCPA and CAN-SPAM.
  • Harvesting or purchasing contact lists for bulk outreach without individual opt-in consent.
  • Impersonating another business or individual in automated messages or AI agent scripts.
  • Violating A2P 10DLC rules. All SMS campaigns must run under a properly approved A2P 10DLC campaign.
  • Transmitting illegal, defamatory, harassing, or harmful content through any automation, AI agent, or workflow.
  • Circumventing opt-out requests. Any contact who replies STOP or UNSUBSCRIBE must be removed immediately. Our snapshots include this logic by default — do not remove it.
  • Any purpose that violates applicable law, including GDPR, CCPA, or financial-services regulation.

SMS / TCPA & email / CAN-SPAM compliance

You are responsible for obtaining prior express written consent before sending marketing SMS, keeping consent records for at least 4 years, including clear opt-out language in every message, honoring opt-outs immediately, and registering all SMS campaigns under your own A2P 10DLC brand. Every marketing email must include a functioning unsubscribe mechanism and your physical mailing address, use non-deceptive subject lines, and honor unsubscribes within 10 business days. We are not liable for violations arising from your failure to comply.

AI agents & voice automation

  • The AI must not claim to be human when a user sincerely asks whether they are speaking with a person or a bot.
  • You must disclose AI involvement in accordance with applicable law (e.g., California AB 1424 and equivalents).
  • AI agents must not make false claims about your product, pricing, or capabilities.

Enforcement

We may investigate suspected violations. If a violation is confirmed, we may suspend or terminate access without notice or refund, report violations to GoHighLevel, Twilio, or relevant authorities, and pursue damages under applicable law.

9. Contact

Questions about this policy? Email support@saasghlsnapshot.com.