Satisfaction guarantee terms

We stand behind the people we place with you. These terms explain how our satisfaction guarantee works so we are both clear on what to expect. They apply to offshore staff placements and sit alongside your signed service agreement with delegateit. If the two ever conflict, your service agreement controls.

What the guarantee covers

If the person we placed with you isn't the right fit we will recruit and place a replacement. We keep doing this until you are happy with your team. There is no time limit on the guarantee for as long as your account is active.

What the guarantee does not cover

The guarantee is a replacement promise. It does not include refunds of fees for time that was actually worked. If the role changes after placement, for example new duties or different hours or skills, we may need to re-quote it and a replacement for that new role is treated as a new placement.

Time that wasn't worked

You should only pay for real work. If a placed staff member doesn't do the work they were billed for or misreports their time, including falsified hours or unexplained no-shows, tell your client success manager in writing and we will look into it. Once we have verified it you will not be billed for that unworked or misreported time. If it has already been invoiced we will credit it back to you. We will also replace that person under this guarantee.

What we need from you

A placement works best when we work on it together. To use the guarantee we ask that you

• give us clear role requirements before we recruit
• provide reasonable onboarding and access to the tools the role needs
• share feedback in writing and in good time so issues can be fixed early
• raise any concern about performance or time in writing with your client success manager

Your client success manager

Every staffing client has a dedicated client success manager. They are your point of contact for anything covered here, including replacement requests and concerns about time or performance.

How to request a replacement

Send a written request to your client success manager that explains what isn't working. We will review it with you and may suggest coaching or a change in how the role is set up if that is likely to solve it. If a replacement is the right call we will start recruiting and place someone new within a reasonable time. Where it makes sense the current person can stay on during the transition so your work keeps moving. You can also ask us to remove someone right away when there is misconduct or time theft.

Account in good standing

The guarantee is available while your account is in good standing with invoices paid on time. We may pause replacement work while an invoice is overdue.

Working directly with placed staff

Staff we place are recruited and supported by delegateit. The guarantee does not apply if you hire or solicit a placed staff member directly or through anyone else outside of delegateit. Your service agreement sets out the details.

Good faith

We want this guarantee to be used whenever someone truly isn't working out. We may decline repeated replacement requests that aren't tied to the staff member's performance or that come from issues on the client side, such as unclear requirements or missing access. When that happens we will tell you why and work with you on a fix.

Cancelling

You can cancel your staffing service with 30 days notice as set out on our site and in your service agreement. The guarantee ends when your service ends.

Questions

If anything here is unclear ask your client success manager or email us at hi@delegateit.com and we will walk you through it.