Client Terms and Conditions  

Last Update: Tuesday 14th March 2023

Please Note: This document may be updated at any time to suit my business requirements.

This Client Terms & Conditions document lays out how I work in order for you to make the best choice possible as to whether I am the correct Virtual Assistant for you.

My Ethics
 
1) to conduct my business affairs based on sound, ethical principles and communicate fairly and honestly with you and your associates (i.e. clients, employees and suppliers) where applicable, and to avoid conduct that could bring your business and reputation into disrepute
2) to make an honest representation of my skills, experience and qualifications. to respect the confidentiality of your personal and business practices
3) to maintain my standards and efficiency by staying up-to-date on industry changes & advances, and to endeavour towards brilliance through my continued professional development
4) to keep all personal data safe and secure and ensure it is used only for its intended purpose (in accordance with GDPR and regulations set by the ICO). 

Whilst I take every precaution I am aware of and in accordance with guidance on the ICO website to keep all data safe and secure, I cannot guarantee to remain breach free. If a breach does occur, I will initially report this to the ICO as required, and then to you as the person(s) affected. 

My Working Hours 
1) I do not work weekends or post-6.30pm as standard. 
2) Due to the nature of my personal circumstances, I require deadlines to be set and held to in order for me to work effectively. I aim to respond to any and all communications within a 4-hour window. 
Scheduled calls take priority over incoming requests, so please do not beconcerned if my response is not immediate. 
3) My main business hours for communication are 9.30am to 4.30pm Monday to Friday. I do also tend to work at unsociable hours to combat the effects of my chronic illness - I do not expect to communicate during these times, however, assuming tasks are not time-sensitive, you may find that I have worked on a task overnight or the early hours rather than in standard business hours. 
The same applies to email communication - I may send requests or information, but I do not expect a response outside of standard hours.
4) I will share any pre-booked holidays a minimum of a month in advance to enable us to find a suitable alternative arrangement. I have several VA colleagues who I trust implicitly and may recommend these to you should I believe that you would be best served by a continuous service. However, this will always be a temporary measure for the duration of my absence, and any request to terminate your contract with me will only be dealt with once I have returned and have completed the tasks you have paid for – a failure to enable me to return to my contracted services will be regarded as a loss of earnings and breach of contract and will be acted upon as such. 

Please Note: I do have a young child, and as such may be required to attend to her care at any time. 
I am also chronically ill/disabled, and as such have periods of extreme pain and/or fatigue or require medical attention. 
I aim to avoid this impacting my work, however, at times it is unavoidable and will occur with no warning. 

Payments, Billing & Invoicing
1) Initial thirty-minute consultation (via Zoom, Teams or telephone) is free. 
2) Retained hours will be billed whether work has been assigned or not - this is payment for reservation of my time and skills, not for work completed. 
3) Final proofreading and checking of all work supplied is your responsibility – whilst I take ever care to proof-read and check my work, mistakes do happen and I will not be held responsible. 
Any errors must be reported within two (2) days of receipt of completed work. Errors generated by Fae Lioness VA Services will be rectified free of charge within this timeframe, but amendments or alterations requested by thereafter will be charged at the standard hourly rate. 
If, however, on receipt of the item to be worked on or at an early stage, it becomes apparent that significantly more work is required than had been anticipated in the preliminary discussion/brief, Fae Lioness VA Services may renegotiate the fee and/or the deadline. 
4) You understand that Fae Lioness VA Services’ estimated time and cost for completing the work requested is an informal calculation, and that any adjustments to the amount of work, schedule and/or the number of hours and fees is subject to review and renegotiation where necesssary. 
5) Similarly, if, during the term of Fae Lioness VA Services’ work, additional tasks are requested by the Client, Fae Lioness VA Services may renegotiate the fee and/or the deadline.
6) Should ongoing project work be suspended or delayed through any fault of the client, Fae Lioness VA Services shall be entitled to immediate payment for work already carried out and expenses incurred. If the project is based on an hourly rate, then a minimum invoice amount is for one hour and the hourly rate is then billed in increments of 15 minutes, with time rounded up to the nearest quarter of an hour.
7) Invoices will be sent on the first day of the month for all clients - retainers in advance, and Pay As You Go contracts in arrears. Ad-hoc & one-off projects will be invoiced for the project deposit up front, and then the final balance upon completion of work.
Invoices are to be settled within seven (7) days upon the delivery unless otherwise agreed. The final invoice shall include billable time (includes meetings/calls outside of contracted hours & writing/reading of correspondence) 
It is at Fae Lioness VA Services’ discretion whether work continues after a bill remains unpaid beyond my 7 day payment period. Payments against invoices should be made by bank transfer unless otherwise explicitly arranged and contracted. 

Additional charges may apply as follows: 
In-person meetings: £40 per hour (includes travel time to and from) 
Negotiated out-of-hours or rush work: £45 per hour 
Weekends & after/before hours (inc. travel to/from in-person meetings outside of regular hours) 
Additional check-in/progress calls: £30 per hour (billed at standard rate unless outside of specified work hours) 
Travel cost: reimbursed (ALL travel costs will be billed - reciepts will be provided)
Late Payment Adminstrative Fee: £40 
Statutory compensation for late invoices (over 14 days from issue/7 days from due): £40
Late Payment Interest: variable in line with Bank of England rate and HMRC guidelines for interest accrual 
Expenses Incurred in Line of Work: cost reimbursed (examples include stationery/postage etc.)

Communication 
Email - my primary mode of communication. I have my business email account on all devices. 
Calls - I use Zoom or MS Teams for scheduled calls and meetings. I do not respond to calls that are not scheduled or pre-arranged. If you would like to schedule a call with me, for progress tracking or any other reason, please book into my diary with the link I provide you during the onboarding process. 
Messages - I will respond to brief queries via Slack, Telegram or LinkedIn, but if a query will take me longer than a few seconds to answer, I will direct you to email or book a call with me. 

Terminantion & Notice Period
The standard notice period for either party is one month in writing unless otherwise agreed. Either yourself or Fae Lioness VA Services have the right to terminate a contract at any time with no notice if there is a serious breach of its terms. 

Confidentiality 
Under the terms of the Data Protection Act 1998 / GDPR, you and Fae Lioness VA Services may keep on record such information (e.g. contact details) as is necessary. Either may view the other’s records to ensure that they are relevant, correct and up to date. Fae Lioness VA Services shall keep any work undertaken confidential and not use it for personal gain or promotion without your written consent. Your business affairs shall not be discussed or disclosed to any third parties without prior written permission. All images supplied remain your responsibility, with regards to obtaining rights for use. All images supplied by Fae Lioness VA Services will be sourced with permission.

If you have any questions about this document, you can contact me via email at beth@faelioness.co.uk