1. Service Overview

All virtual assistant services are provided on a monthly retainer basis. This means that a set number of hours or tasks are agreed upon each month, with the flexibility to tailor services to meet your unique business needs.

2. Retainer Agreement

Upon engaging in a monthly retainer agreement, you will receive a customized proposal outlining the scope of services, number of hours included, and the monthly fee. This agreement will be renewed automatically each month unless otherwise stated or canceled by either party.

3. Payment Terms

• Retainer fees are billed monthly in advance and are due by the first day of each month.

• Payment must be made through the approved payment methods as outlined on the invoice.

• Late payments may result in a pause or cancellation of services until payment is received.

4. Service Hours & Availability

• Services are provided during standard business hours, Monday through Friday, 7am-6pm. Any requests outside of these hours will be addressed on the next business day, unless prior arrangements have been made.

• Hours included in the retainer must be used within the billing cycle (monthly) and cannot be rolled over to the next month unless otherwise specified in the retainer agreement.

5. Request Submission

• All service requests should be submitted via email or the designated project management tool as specified in your retainer agreement.

• Requests are fulfilled in the order they are received, with priority given to urgent or time-sensitive tasks as pre-determined.

6. Turnaround Time

• Turnaround times vary based on the complexity and nature of the task. An estimated timeline will be provided upon request submission.

• Urgent requests will be accommodated based on availability and may incur an additional fee.

7. Scope of Services

• The scope of services is defined in the initial retainer agreement. Any additional services outside of this scope will require a separate agreement or an adjustment to the existing retainer.

• Should the client require more hours or services beyond the retainer, additional hours can be purchased at the standard hourly rate.

8. Unused Hours

• Hours included in the monthly retainer must be utilized within the month they are purchased. Unused hours do not roll over to the next month and are non-refundable unless otherwise agreed upon.

9. Changes & Cancellations

• Changes to the retainer agreement, including increasing or decreasing service hours, can be made with a 15-day notice before the next billing cycle.

• Retainer services can be canceled with a 30-day written notice by either party. No refunds will be issued for partial months, and any unused hours during the notice period will be forfeited.

10. Satisfaction Guarantee

We strive to provide the highest quality of service. If you are unsatisfied with any aspect of our work, please reach out within 7 days of service completion, and we will make every effort to resolve the issue promptly.

11. Confidentiality

All client information and project details are kept confidential. A Non-Disclosure Agreement (NDA) can be provided upon request to ensure the utmost privacy and security of your business information.

For any questions or concerns regarding this fulfillment policy, please feel free to contact me! I’m committed to providing exceptional service and support to help you achieve your business goals.