Refund policy

The principle

A search fee buys the work of searching, not a hire. We do the sourcing, screening and shortlisting whether or not you go on to hire someone, so those fees are not contingent on an outcome. What we do instead is guarantee the work itself, below.

Slate, $999 to run

Paid upfront and non-refundable once we begin, because beginning is the deliverable. If none of the three operators fit, tell us within 14 days of delivery and we will source a second slate of three at no further charge. If we fail to deliver a shortlist within five business days of an accepted brief, you may ask for a full refund.

Engaged, $2,500 to run

Paid upfront and non-refundable once sourcing starts, on the same principle. A second slate is included if the first does not land. If we fail to deliver a slate within the window we agreed, you may ask for a full refund.

The $2,500 success fee

Due only if you engage somebody we introduced to you, within 12 months of that introduction. If you hire nobody, it never falls due and there is nothing to refund. If an engagement is cancelled before your operator does any work, tell us and we will cancel the fee. It is invoiced after the engagement is agreed, never before.

Permanent and full-time hires

Permanent search runs through our retained search practice, delivered with our search partner. You contract with the partner directly and their terms govern that engagement, including its retainer, replacement guarantee and refunds, all agreed in writing before anything starts. Their fee is the only fee. We add nothing on top of it, and we are compensated through the partnership rather than by you separately.

Subscriptions

There are none on sale right now. Listing on the bench, browsing it, opening full profiles, posting a role and booking an operator are all free while we build the bench, and nobody is being billed a monthly fee. Anyone who was previously on a paid plan keeps everything it gave them at no charge.

If we introduce a paid plan later it will be monthly and cancellable at any time, cancelling will stop the next payment and keep access to the end of the paid period, and we will tell you before it applies to you rather than after.

Listing on the bench, browsing it, and booking an operator are free and always will be, so there is nothing to refund there.

How to ask

Email support@getoperators.co with your reference (every brief has one, in the form OPS-000000) and what went wrong. We answer within one business day. Subscription refunds are processed through Polar, our merchant of record, and search fees to the original payment method, both within 10 business days of approval.

Chargebacks

Please talk to us first. We would rather fix a problem than argue about one, and every case above is resolved faster by email than by your bank.