You should read these Policies & Procedures carefully before using our services. These Policies & Procedures explain our set of rules, methods, and are communicated to structure our processes within our organization. These Policies & Procedures embrace Teatime Assistant set of instructions given to the Client for general guidelines to specific steps applicable to receiving virtual assistant services.
Get In Touch
Office Number: 844-480-4010
General Inquires: office@teatimeassistant.com
Client Support: support@teatimeassistant.com
Client Meeting: clientmeeting@teatimeassistant.com
Hours of Operation
Business hours are Monday through Friday from 9:00 AM to 5:00 PM CST
Note: Work completed outside of these hours will be billed at a 25% increase in our hourly rate.
Weekend Hours
The business will be closed on Saturdays and Sundays.
Note: In certain circumstances, Teatime Assistant will allow virtual assistants to work on the weekend for an additional fee.
Holidays and Absences
The business will be closed on the following holidays:
- New Year’s Eve
- New Year’s Day
- Memorial Day
- Fourth of July
- Labor Day
- Thanksgiving Day
- Black Friday
- Christmas Eve
- Christmas Day
Note: About absences, the client will be notified at least 30 days in advance if a virtual assistant will be unavailable due to time off for vacation.
Communication
Our preferred method of communication is email but texting is also acceptable as it creates a reference trail. Telephone calls, zoom video meetings, and google video meetings should always be planned and scheduled to avoid any scheduling conflicts. Non- urgent emails will be responded to within 24 hours or the next business day and urgent emails as soon as possible.
Note: All client urgent emails should always be titled URGENT in bold letters in the subject area of an email and text message to distinguish between non-urgent and urgent requests or inquirers.
Meetings
We prefer meeting virtually through zoom. However, google hangout is also acceptable for virtual meetings.
Note: There will be a thirty-minute cost reduction from your service plan hours for any scheduled client meetings through zoom or phone call meetings.
Task Management
We use project management software to manage clients’ tasks, invoicing, scheduling, time tracking, and more.
Note: Clients’ who onboard with us will have access to our client portal to delegate tasks, manage membership, send and receive documents, sign proposals and contracts, and much more.
Programs and Software
We use Word, Excel, PowerPoint, and Adobe Acrobat. We use Drop-Box for cloud storage, Google Docs for word processing, and Google Drive for cloud storage. Also, we use Task Management software to manage tasks and communication, Zapier to allow other platforms to communicate with one another, Zoom for virtual meetings, and LastPass for password management.
Note: Our programs and software are suitable for collaborating with clients. You will never incur any fees related to our use of these programs and software.
Status Reports
Clients with an ongoing project will receive a daily project report and used hours status report via email.
Note: It is essential to regularly be in contact regarding ongoing projects such as projects that require two weeks or more. Our core foundation of the virtual process is the communication between the client and the virtual assistant.
Referral Bonus
Referrals are always welcome. If an existing client refers a new client, we will apply a 20% discount on the referring client’s next invoice.
Note: The discount will be applied after the new client’s first billable payment cycle.
Billable Hours
Any agreed-upon services including scheduled meetings and telephone calls are considered billable hours.
Note: Emails and text messages with clients will not be billed.
Invoicing and Payment
Based on the client’s chosen billing cycle we will email an invoice after the completion of services. Payment is due five (5) days from the invoice date.
Note: If payment is not received on or before the due date, there will be a late fee of 5% of the invoice.
Payment Methods
Payments are accepted via PayPal or Stripe. The client does not need a PayPal or Stripe account to make payment.
Note: PayPal and Stripe accept all major credit cards, debit cards, and bank ACH transfers.
Terms and Service Agreement
Five (5) business days in advance are required before the start of any services for scheduling purposes.
Note: Service plan hours do not roll over to the following month.
Time Tracking
We use an online time tracking software that tracks billable hours in one-minute increments.
Note: The client will receive a daily or weekly project report whichever the client chooses.
Privacy and Confidentiality
Privacy and client confidentiality are crucial to us. clients’ information will never be disclosed or sold to third parties or made public without the client’s permission unless we are legally obligated to do so. Our non-disclosure agreement assures you that we will not share any information with anyone outside our company. We do not store any important information on our computers. Instead, we store your information in our secure network. No one outside of our company network has access to your information, files, documents, emails, or contacts. We use state-of- the-art security software to prevent spyware or computer viruses.
Note: We highly recommend using solid passwords and using a password manager to keep your accounts safe.
Policy and Price Changes
We serve the right to change our policies, procedures, and service prices. If we update our policies and procedures, we will notify the client immediately.
Note: If our service prices change, we will send the client notice at least 30 days before effectuating any price changes.
Agreement and Termination
As part of the remote virtual assistant services and business relationship, we ask clients to sign an agreement to protect the working relationship. After the client reads the agreement and indicates an understanding of said agreement by signing it, we will begin work. Either of us is free to terminate the working relationship at any point with the understanding that the client can cancel service at any time before their next billing cycle.
Note: If the client has already been billed, the client cancellation request will not take effect until their next billing cycle. Unfortunately, we do not offer prorated refunds or cancellations for unused hours.
Contact Us
If you have any questions about these Policies & Procedures, you can contact us:
By email: office@teatimeassistant.com
By phone number: 844-480-4010
