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All services will be performed in a timely and efficient manner, and all client related communication handled with empathy and professionalism.

 

Business Hours
Monday to Friday, 9:00 am – 5:00 pm. Australian Eastern Standard Time.  All correspondence received outside business hours will be answered the next business day.

 

Leave/Holidays
Email notifications will be sent to all current clients if we will be unavailable during normal business hours due to ill health or pre-planned holidays.

 

Urgent Tasks

We understand that you may, on the rare occasion, need assistance with unexpected tasks.  If you do need urgent support, please send us an email with “URGENT” in the title, and we will endeavour to get back to you as soon as we are able.

  

Projects that require work outside of our normal business hours, on weekends or public holidays will be subject to fee increase of $10 per hour on top of your normal rate, and is to be paid prior to us commencing work.
 

Referrals

Referrals are our preferred method of sourcing new clients. Any time you make a referral to our business, please let us know, so we can offer you one free hour of virtual assistance on any mutually agreed upon task. (Once the new client has paid their first invoice).

 

Confidentiality

We take your privacy very seriously and have set out our confidentiality measures in our Client Service Agreement.
 

Payment/ Billing

Prearranged Per-hour Packages are to be paid in full prior to the commencement of work, as agreed upon by both parties prior to commencement.
 

Weekly Virtual Reception Packages are to be paid in full at the beginning of each week. If payment is not made by the subsequent Friday, all work will be halted until payment is made.

 

Time Tracking

We use the Toggl online tracking app to accurately record time spent on your file. Please note that phone calls and email communications are all included in billable time.  

 

If we are nearing the amount of time that you have paid for in your Per-hour package, we will let you know, and if more time is required to finalise your tasks, we will issue an additional invoice with your approval for payment.