General Terms:

 

• Consultations and quotations are free and are carried out by email or telephone or in person if required.

• Work can be accepted from the client by email, post, CD-Rom, USB drive or courier.

• All work carried out by us will be proof-read, however final proof-reading of the work is the responsibility of the client.

• All work will have a projected time frame and will be negotiated with the client.

• We do not accept liability or responsibility for the end use of any documents or materials produced or edited by us on behalf of the client.

• We reserve the right to reject any work which we believe to be unethical, unlawful or immoral.

 

Payment Terms:

 

• Payments can be made by cheque, bank transfer or PayPal.

• Packages must be paid for in advance. Thereafter, a package will be valid for 4 weeks from the date of the first request for services. The first request for services must be made within 2 weeks of the date of payment.

• A fee of £20 will be charged for any returned cheques.

• Project work (pay as you go work) payments will be invoiced on completion of the work and payment is due 14 days from the date of  invoice.

• Any additional costs incurred for example, postage, courier fees, travel expenses etc. will be itemised and invoiced separately to the client as ‘Additional Expenses’ with related receipts.

• Overdue invoices may result in interest charges (at the rate of 8%) for the total outstanding per month.

• In the event of a contract being cancelled/terminated, the client agrees to pay for all work completed up to that point.

• A Cancellation Policy applies to all booked work.

 

Privacy Policy:

 

We guarantee the highest level of confidentiality at all times. We do not pass or sell client information on to 3rd parties unless requested to do so by the client. If required, we are happy to sign a Confidentiality or Non-Disclosure Agreement.

 

Cancellation Policy:

 

• If you need to cancel or reschedule your booking or appointment and to avoid being charged, please contact us at least 48 hours in advance of the commencement date of your booking.

• Any work cancelled within 24 hours will forfeit a refund of the full rates paid.

 

Submitting work:

 

• All work requests should be submitted via our Book Online page. This ensures we can schedule and track all work.

• We will endeavour to acknowledge all submissions as soon as possible Monday-Friday 9am-5pm.  However, if you have not received an email acknowledgement, please call 07958 785 769.

• All details, e.g. templates, passwords, web links, files and processes should be submitted along with work at time of submission.  We will not schedule work until all the materials are received.

 

Turnaround time:

 

• For all work under one hour long received and acknowledged by us before 5pm the usual turnaround of work is next working day.  Please note the following day's work is scheduled by 5.00pm.  For example; work sent during the day on Monday would be returned on Tuesday.  Work sent after 5pm on Monday would be scheduled for Wednesday.  This enables work to be scheduled and facilitates deadlines being met.

• If you have an urgent job we will try and accommodate it but it will be subject to a £25 rush job fee, regardless of the size.  This compensates us for having to move other clients in our schedule to accommodate your work.  We will always inform you of this before completing the work.

• Work which is over an hour long will be scheduled and you will be given an ETA when we acknowledge receipt of the job.

• For non-standard or one-off jobs turnaround times will be advised in the acknowledgement email.

• It is up to you to check work which we return and raise any queries forthwith thereafter.

• Holidays: We do not work on UK bank holidays and or Christmas and New Year.  If you have urgent work during these times, we may be able to accommodate it, but please check first.

 

Digital Formats:

 

• We use the following programmes: Microsoft Office; Word, Powerpoint, Excel, Adobe Acrobat PDF, Audio Files; MP3, WAV, CDA, Video Files: MP4, Website Templates: Wix, Wordpress.  At present we cannot support other formats or programmes. However, if you have a source file in another format, it may be possible to convert it; please call us for advice.  Alternatively, we work closely with Associate Virtual Assistants who may be able to assist.

• Sofware & Apps:  We are happy to use recommended Software and Apps but currently use these software applications to assist with our clients' work:- Xpress Scribe, Wave, Flextel, Avaya, Minutedock, Toggle, Slack, Asana, Buffer, Hootsuite, Canva, Go Cardless, Cliniko.  

• We use Dropbox or We Transfer for secure downloand of large files.

• We use VoIP phones for call handling.

• Please note we do not accept dictation in non-digital format.  You may wish to considering digital transcription for difficult to read handwritten notes - most Smart Phones have Voice Memo recorders to enable this and you can send the audio file to us.

• We work with Excel/CSV databased files only at present.  However, we can possibly arrange secure remote access to work on your preferred system databases or can consider other software packages such as iContact.

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