Terms Of Service
Terms of Business
1. PARTIES
a. These Terms are supplemental to the agreement outlined in the Booking made between the parties.
b. We will commence work upon your acceptance of our Booking, which can be done by notifying us of your acceptance or requesting us to begin work.
2. SERVICES
a. We will arrange for one or more independent Virtual Assistants (VAs) to perform tasks for you (the “Services”). The specific details of the Services are outlined in the Booking and may be amended by mutual agreement via email or through an updated Booking.
1. You can request changes or additions to the Services at any time by submitting a written request via email.
2. The standard scope of Services is detailed on our Services page. You may choose a Monthly Package or a different service level during the Booking process. For monthly hour allocations, hours reset at the start of each month, with no carry-over of unused time.
b. Fees for Monthly Packages and other services are outlined during the Booking process. Unless otherwise specified, additional office expenses (e.g., stationery, phone charges, postage, consumables) will be charged separately.
c. Any specific quality standards for a project will be outlined in the Booking.
3. BASIS OF AGREEMENT
a. Our Services are provided on a business-to-business basis. If you are using the services for personal (non-business) purposes, please notify us by email immediately. Consumer cancellation rights do not override your obligation to pay for work completed under a Booking.
b. Authority: The individual named in the Booking will be our primary contact, authorized to approve payments and assign work. We will not order goods or services on your behalf unless approved by this person. We are not liable for any losses resulting from you providing your VA with your credit or debit card information for purchases.
c. The primary Service provider will be introduced via email as part of our onboarding process.
d. Associates: We may engage associates to provide Services under your Booking and will inform you via email of their involvement. You may request alternative associates if preferred. For system access, please provide individual log-ins for security and tracking. We contract with our associates to ensure appropriate security and confidentiality measures are in place. Where personal data is involved, we will ensure compliance with English data protection standards.
e. We will provide time reports for Services rendered so you can monitor your usage. Unused time cannot be rolled over to subsequent months.
4. TIMING AND STANDARD OF SERVICE DELIVERY
a. We will use reasonable efforts to deliver Services according to the schedule outlined in the Booking. If we anticipate delays, we will notify you. Please align your priorities and deadlines with the number of hours or scope of work purchased. Additional or urgent work will require payment authorization and confirmation of availability.
b. Proofreading and Sign-off: While we strive for accuracy, final approval rests with you. It is your responsibility to review work before its release.
c. Timetables: Our ability to meet deadlines depends on your timely provision of the necessary information and resources.
d. Availability: Our standard working hours are 9 am to 5 pm (UK time) as specified in the Booking. Availability outside these hours must be arranged in advance and will incur additional charges. We are unavailable on weekends and Bank/Public Holidays unless agreed upon and subject to surcharges as stated in the Booking.
e. We provide certain software and equipment free of charge. However, any licenses or tools required for your project will be billed to you if you authorize their purchase. Equipment and charges will be specified in the Booking or Booking amendments.
5. Fees, Payments, and Expenses
a. Fees will be charged as outlined in the Booking. VAT will be added where applicable, and additional expenses will be billed as specified in the Booking.
b. Standard working hours are from 9 am to 5 pm (UK time). Work outside these hours may incur additional charges as agreed during the Booking process.
c. For urgent work requested with less than 24 hours’ notice, we reserve the right to charge an urgent work fee as described in the Booking.
d. Both out-of-hours and urgent work fees may apply if the work is both urgent and outside of normal hours. In such cases, the out-of-hours surcharge will be applied first, followed by the urgent work fee on top of the adjusted rate.
e. For fixed-fee retainers or project-based Bookings, additional work outside the agreed scope will be billed at our standard hourly rate unless otherwise stated in the Booking (subject to points c. and d.).
f. By subscribing to a Monthly Package, you agree to an initial and recurring monthly fee at the current subscription rate, and you accept responsibility for ongoing charges until cancellation. You may cancel your subscription at any time in accordance with our cancellation policy.
g. Unless otherwise specified in the Booking, unused project hours cannot be carried over to the following month.
h. A deposit is required before work commences. Failure to pay may result in a delay in starting the project, even if the terms have been accepted and work requested. Payment is considered made when funds clear in our account.
i. Payment terms are as outlined in the Booking, or if not specified, payment is due within seven days from the invoice date. Failure to pay on time may result in a delay in further work, and additional fees may be charged for specific payment methods such as PayPal or credit cards (see Booking for details).
j. If payment via credit or debit card fails, you agree to settle all outstanding amounts immediately. We may require a valid backup card before continuing to provide services. You authorise us to charge any unpaid fees to the credit card on file. We securely store all payment information and may take necessary steps, including legal action, to collect overdue amounts.
k. We reserve the right to charge interest on overdue payments at the rate specified in the Booking, or if not specified, at a rate of 2.22% per month. Payments will be applied to interest and charges before any outstanding fees.
l. Any time spent fulfilling requests related to GDPR audits or complying with legal requirements may incur charges at our standard rate.
m. Additional charges at our standard hourly rate may apply for post-termination work, including handing over data or responding to inquiries.
n. If you request us to store your data beyond six weeks after the end of a Booking, we reserve the right to charge £500 per year or another amount specified in the Booking.
o. As this is a business-to-business agreement, statutory holiday rights do not apply. While we ensure continuity of service through a dedicated Virtual Assistant (VA), a substitute may be provided during holidays. The substitute may not be fully familiar with your requirements, and we recommend planning accordingly with your primary VA.