Refund & Replacement Policy

01Overview

This policy applies to all helper placements arranged by Care Global Recruitment Services, and is organised by two things: the applicant's category, and who initiates the withdrawal — the helper or the employer. Whether a free replacement, a partial refund, or no refund applies depends on where in the process the withdrawal happens: before visa issuance (or the helper starting work), or after.

This policy sits alongside your Smart Package or Basic Packages agreement and does not replace either party's obligations under the Standard Employment Contract or Hong Kong employment law.

02Finished Contract — Hong Kong Applicants

Helper is already working in Hong Kong under a finished / completed contract.

03Ex Hong Kong / Ex Abroad / First-Timer — Overseas Applicants

Helper is processing from overseas — previously worked in HK, previously worked abroad, or applying for the first time.

04Direct Hire — Employer's Own Helper

Applies where the employer has already found their own helper and engages Care Global only for visa/documentation processing.

Because Direct Hire fees cover documentation and processing work carried out on your behalf regardless of outcome, this service is not eligible for replacement or refund once the application has been lodged.

05Good to Know

• "Before visa issuance or helper starts work" means the withdrawal happens before the Immigration Department issues the visa/entry permit, or before the helper's first working day — whichever is relevant to the case.
• Government fees, visa/consulate charges, and air travel already paid out on your behalf follow the same category rules above and are not separately refundable once incurred.
• A "Free Replacement" gives you a new candidate at no additional agency service fee — it is not a cash refund.
• This Refund & Replacement Scheme is effective from April 15, 2024 and applies to all new placements from that date.

06How to Request a Replacement or Refund

• Contact Care Global as soon as the issue arises — the sooner we hear from you, the more options are available.
• Have your contract reference ready and a brief description of the situation.
• We'll confirm which category and stage applies to your case and walk you through next steps within one business day.