Refund Policy

This Refund Policy outlines the terms under which StepUp Hire processes refunds and replacements for its recruitment and placement services. We are committed to delivering quality service and handling all refund requests fairly and transparently.

StepUp Hire offers recruitment services to three primary client segments — candidates (job seekers), employer companies, and college institutions. Each segment has a distinct fee structure and corresponding refund policy.

StepUp Hire does not charge any fees to job seekers or candidates for any of its services, including:

• Profile registration and resume submission
• Job matching and referral to employer clients
• Interview scheduling and coordination support
• Career guidance and placement assistance

If any individual or entity claims to be StepUp Hire and requests payment from a candidate, please report this fraud immediately at hello@stepuphire.com.

StepUp Hire charges employers a service fee upon successful placement of a candidate. The refund policy for employers is as follows:

Full Refund Scenarios

• Services not yet commenced at the time of the refund request
• Duplicate payment made for the same service or invoice
• Technical error resulting in an incorrect charge
• StepUp Hire is unable to fulfil the agreed service within the committed timeline

No Refund Scenarios

• Candidate has successfully joined and completed the joining formalities
• Employer withdrew the job requirement after shortlisting and interviewing candidates
• Employer hired the candidate through an alternative channel after StepUp Hire's introduction
• Employer violated the terms of the Service Agreement

StepUp Hire offers a replacement guarantee for placed candidates who exit employment within the agreed guarantee period. This is our primary resolution mechanism and is considered before any refund request is processed.

Standard Replacement Terms

• Guarantee period: 30 days from the candidate's joining date (unless otherwise agreed in writing)
• If the placed candidate leaves within this period, StepUp Hire will provide a replacement search at no additional fee
• The replacement search will be initiated within 5 working days of the employer formally notifying us
• The replacement guarantee applies only once per original placement

Conditions for Replacement Eligibility

• Full service fee must have been paid by the employer
• The candidate's departure must not have been caused by employer-side actions (termination, role change, hostile work environment)
• Written notification must be sent to StepUp Hire within 7 days of the candidate's last working day

The following table summarises refund eligibility across common scenarios for employer clients:

All eligible refunds follow this structured process to ensure transparency and timely resolution:

• Refund requests must be submitted within 30 days of the qualifying event
• Refunds are processed to the original payment method (bank transfer, UPI, or cheque)
• Processing time: 5–7 working days after approval
• All refund requests must include the original invoice number and written reason for request

The following situations are explicitly excluded from refund eligibility regardless of circumstances:

• Services that have been fully or substantially delivered as per the agreed scope
• Fees paid for premium shortlisting or assessment services that have been performed
• Cases where the employer or client has violated StepUp Hire's Terms and Conditions
• Situations where the candidate introduced by StepUp Hire was hired through an alternative arrangement to avoid fees
• Campus drive fees where the placement drive was conducted as agreed, regardless of placement outcome
• Any fees paid more than 90 days prior to the refund request (unless covered by active Service Agreement)

If you believe your refund request has been unfairly assessed, you may raise a formal dispute through the following process:

• Submit a written dispute to legal@stepuphire.com within 14 days of the refund decision
• Your dispute will be escalated to senior management and reviewed within 7 working days
• A written response with final resolution will be provided
• If the dispute remains unresolved, both parties may seek mediation before pursuing legal action

StepUp Hire is committed to resolving all disputes fairly, quickly, and in the best interests of both parties. We value long-term relationships and approach every dispute with transparency.

For refund requests, billing queries, or any questions related to this policy, please contact:

• Billing & Refund Queries: billing@stepuphire.com
• General Support: hello@stepuphire.com
• Phone: +91 800 456 1234
• Address: Plot 42, Techpark Road, Bhubaneswar, Odisha – 751024
• Working Hours: Monday – Saturday, 10:00 AM to 7:00 PM IST