Terms and Conditions

General

• Responsibility of final proof reading of documents lies with client and any errors notified within 48 hours of receipt will be corrected free of charge. After 48 hours it shall be deemed that the work has been accepted as free of errors and omissions and the VA will accept no liability or loss arising from the performance of any services carried out under the agreement
• Errors or omissions reported after 48 hours will still be corrected but the additional time spent will be charged to client
• We work to a maximum 48-hour (working) turnaround where possible, if this is not achievable you will be advised at time of receipt.
• Work that will take over one hour will be scheduled and you will be provided with an ETA within 2 hours of receipt.
• For reasons of safety and insurance, personal visits to our premises are not permitted. Any and all necessary meetings will be held at an alternative location
• RHVA recommends any original documents to be sent via secure post
• A signed contract is required before commencement of work. This indicates client’s acceptance of our terms and conditions
• RHVA will not be held liable or responsible for the end use of any document or work carried out by us. We retain the right to reject work which involves material we feel is illegal, immoral or objectionable
• Written quotations will be provided prior to any work commencing
• Work will be presented using Microsoft Office applications
• Contracts can be terminated with 30 days written notice by either party. We reserve the right to charge for any work carried out prior to cancellation
• On termination of contract we only retain data for accounting purposes, all other data and files will be transferred to the client and then deleted.
• Although every effort will be made to ensure reliable service, in event of equipment failure, RHVA cannot be held liable for any loss of information
• Our office is closed on Weekends, Bank holidays and between Christmas and New Year.

Charges & Payments

• Monthly retainer packages must be paid in advance and a maximum of 10% of the retained hours can be carried over to the subsequent month.
• All charges are billed in 15-minute increments and charged on a monthly basis.
• A Deposit of up to 30 % may be requested before commencement of work for PAYG clients.
• Payment is to be made via BACS transfer.
• If client’s original requirements change, we reserve the right to change our original quotation following suitable consultation with the client.
• Payment is strictly 14 days from receipt of invoice.
• Failure to pay within 14 days will result in interest being charged (at a rate of 5% over base rate) per month on outstanding balance.
• We reserve the right to stop services and not to return any work if invoices are not paid.
• Any and all costs incurred for chasing and/or recovering the outstanding payment will be added to account.
• Telephone, travel, printing, stationery, postage and other expenses will be charged separately to hourly rate / package cost where incurred.
• Mileage for required car travel will be charged at a rate of 45p per mile plus £30 per hour.
• If turnaround of work of 24 hours is requested, additional charges of 25 % may be applied.
• All charges will be reviewed on 1^st July of each year and clients will be notified of any new charges in writing.

 

Confidentiality & Data Protection

• Confidentiality is always guaranteed.
• No information will be made available to any third party.
• All work will be kept on file for a period of 12 months. After this time, work will be deleted unless specifically instructed.
• All our virtual assistants are UK based and sign strict confidentiality contracts.
• Your information is held securely and backed up in accordance with UK Data Protection Laws, including GDPR.
• In order to comply with GDPR you will be asked how you obtained any details contained in databases for marketing work.
• We use secure email and compliant cloud storage which is backed up to an external hard drive for continuity.
• We are a registered Data Protection Controller (ICO Registration: ZA317645). Data controller is: Rachel Hands, RHVA Virtual Assistant, 26 Livingstone Avenue, Long Lawford, Rugby, CV23 9BU and all information requests should be made via email in the first instance.
• Our Privacy policy can be viewed here https://www.rhva.co.uk/Privacy-Notice/
• Contracts issued will be governed by English Law.