Terms
Welcome!
We at CompuCoffee Virtual Assistants (PTY) LTD are elated that you have given us this opportunity to partner together in business. It is our commitment to provide outstanding services to you as your virtual assistant manager. We are devoted to making this new venture a success. We encourage and appreciate feedback from our clients on how CompuCoffee Virtual Assistants (PTY) LTD can improve their services to their clients.
Please note that the contract will need to be filled out by you and returned to CompuCoffee Virtual Assistants (PTY) LTD at info@compucoffee-va.com
What you will experience with working with us
Calls and e-mails will be dealt within 24 hours during business days (Monday – Friday).
Task Assignment
All tasks will be monitored on a task management platform where a timesheet of tasks will be created and delegated. Reports will be provided to clients upon request.
Submitting Virtual Assistant Work
- All work requests should be submitted to our central email info@compucoffee-va.com This ensures we can schedule and track all work.
- We will acknowledge all work within an hour during business hours of Monday-Friday 8am-5pm. If you haven’t received an acknowledgement, please call (+27) 0832615477 and check we have received the file.
- All details (e.g. templates, passwords or processes etc.) should be submitted along with work at time of submission. We will not schedule work until all the materials are received
Hours of Operations
Our business hours are Monday – Friday 8am – 5pm, South African times. Our office is closed on Saturday and Sunday. Different hours can be arranged and negotiated.
Rush Jobs
- Our usual turnaround of work is next working day, for all work under one hour long received and acknowledged by us before 5pm. The reason behind this is that at 5pm each evening we schedule the following day’s work. E.g. Work sent during the day on Monday would be returned on Tuesday. Work sent after 5pm on Monday would be scheduled for Wednesday. This lets us schedule our day and complete work on deadline.
- If you have an urgent job we will try and accommodate it, but it will be subject to a £25 rush job fee, regardless of the size. This compensates us for having to move other clients in our schedule to accommodate your work. We will always inform you of this before completing the work.
- Work which is over an hour long will be scheduled and you will be given an ETA when we acknowledge receipt of the job.
- For non-standard or one-off jobs turnaround times will be advised in the acknowledgement email.
- It is up to you to check work which we return and raise any queries forthwith thereafter.
Digital Formats for virtual assistants
- We use the following programmes: Microsoft Word, Microsoft PowerPoint, Microsoft Excel, Adobe Acrobat PDF, MP3, HTML. We cannot support other formats or programmes. However, if you have a source file in another format, it may be possible to convert it; please contact us to discuss.
- We can accommodate file sizes up to 10MB. We can advise on the best way of transferring it to us.
- We don’t work on databases which we have not compiled ourselves.
Holidays
CompuCoffee Virtual Assistants (PTY) LTD will be closed on all South African public national holidays. Should your business be seasonal and run during these holidays, alternative support with prior arrangement may be requested. Should you be based outside of South Africa, please note that our consultants will work during the client territory’s recognized public (bank) holidays unless otherwise indicated by the client.
Your assistant will always consult you before taking leave in order to endeavor to avoid missing peak times for your business. While they are away the supplier provides emergency cover should you request it which is to be discussed and arranged prior to the start of the leave period.
Packages & Once off Projects
Other than the once off projects, the time bundle packages are valid for a month period and it is within the client’s discretion to use these hours accordingly.
Packages are effective for the month period and work on a use it or lose it basis. It is within the client’s discretion to utilize this time.
Please note that no discounts will be offered should you not use all hours within the month as detailed by each package and you will not be able to transfer hours to the next month.
Rates quoted are in United States dollars. Please also note that our rates will be increased annually.
Sundries
Please note that should you require the CompuCoffee Virtual Assistants (PTY) LTD to make any telephone calls on your behalf, the airtime used is for the Client’s account. For this purpose, we make use of a call log which is provided monthly, with recordings of calls upon request.
Client will be billed as follows if Company X had $25 in costs for the month and had 10 calls in that time, $25 divided by 10 calls equals $2.5 per call.
Any form of travel requested by client will be billed at standard AA rates, as well as time spent travelling.
Postage/courier fees are not included in our hourly rates and will be billed separately.
Confidentiality
We adhere to a strict confidentiality code and no information will be divulged to a third party. If we need to use your credit card, we will shred the relevant information after 1 use. Please note we also use LastPass (it’s a free app), with which we save all passwords required to know.
Payment
CompuCoffee Virtual Assistants (PTY) LTD will provide Services to the Client at a time bundle hourly rate, which is valid for a month period. CompuCoffee Virtual Assistants (PTY) LTD will commence invoicing from the date of commencement of the project and/or package. Payment must be made monthly in advance to CompuCoffee Virtual Assistants (PTY) LTD by way of a PayPal payment, Pay fast, EFT or credit card. Payment is due on presentation of the invoice before work will commence. There are no refunds.
If there is an outstanding invoice, the charges shall be as follows: 5 days past the due date, a $20 late fee applies to the invoice amount. CompuCoffee Virtual Assistants (PTY) LTD will cease all services and this agreement will be placed “on hold” until the Client has paid all outstanding fees including late fee, unless prior arrangements agreed upon in writing by both parties have been made. CompuCoffee Virtual Assistants (PTY) LTD furthermore reserves the right to charge interest on the outstanding amount at a rate of 15% per annum.
Termination
No termination rules apply to the once off projects as they are only valid for the hours of the once off project.
Packages require 1 months’ written notice sent to info@compucoffee-va.com
Entire Agreement
This Agreement contains the entire agreement of the parties and there are no other promises or conditions in any other agreement, whether oral or written. This Agreement supersedes any prior written or oral agreement between the parties.
Amendment
This Agreement may be amended if the amendment is reduced to writing and signed by both parties. All notices shall be deemed delivered when delivered in person, or by email to the intended party’s current e-mail address.
Non-Disclosure
The Client recognizes that CompuCoffee Virtual Assistants (PTY) LTD has and will have the following proprietary information: products, prices, future plans, client database and personal information. CompuCoffee Virtual Assistants (PTY) LTD agrees not to, at any time or in any manner, either directly or indirectly, use any Information for its own benefit, or divulge, disclose, or communicate any Information to any third party without the prior written consent of the Client. Furthermore, CompuCoffee Virtual Assistants (PTY) LTD may be required to sign a Non-Disclosure agreement pertaining to the Client or its Client(s) upon request only by the Client.
Data Privacy and Protection
CompuCoffee Virtual Assistants (PTY) LTD acknowledges that in providing the Services to the Client, CompuCoffee Virtual Assistants (PTY) LTD will be exposed to the Client data, which will include the client database and personal information.
CompuCoffee Virtual Assistants (PTY) LTD warrants that, with regard to the personal information held by the Client to which CompuCoffee Virtual Assistants (PTY) LTD is given access to for any reason connected with this agreement, it shall use and/or hold such personal information only for purposes of performing its obligations under this agreement and only in a manner directed by the Client and shall not otherwise modify, amend or alter the contents of such personal information or disclose or permit the disclosure of such personal information to any third party, unless specifically authorised to do so by the Client or as required by law or any regulatory body and shall take all such steps as may be necessary to safeguard such personal information;
We will promptly notify the Client when it becomes aware of any unauthorised, unlawful or dishonest conduct or activities, or any breach of the terms of this agreement relating to personal information.
All Client data will only be stored on our task management platform accessible by us only through secured passwords, upon completion of project or termination of contract all client data will be return to the Client or will be delete, excluding data held for our own tax records, such demands again to be addressed to Info@compucoffee-ca.com
Client hereby agrees that any data is shared entirely at the Client’s risk.
Limitations of Liability
Notwithstanding anything to the contrary in this Agreement, neither party shall be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, economic loss or claims. We will not be liable for any losses you might sustain arising directly or indirectly from our completing work save in so far as the same arises directly from our negligence. We will not be held responsible for any damages the Client’s business may suffer. CompuCoffee Virtual Assistants (PTY) LTD cannot guarantee that the service will be uninterrupted or error-free.
Force majeure
CompuCoffee Virtual Assistants (PTY) LTD shall not be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to acts of God, strikes, lock outs, accidents, war, fire, flood or failure of any communications, telecommunications or computer system.
Applicable Law
This Agreement shall be governed by the laws of South Africa.
CompuCoffee Virtual Assistants (PTY) LTD promise.
- to conduct your business affairs in a professional manner and avoid behavior that could bring your business and reputation into disrepute.
- to conduct my business affairs based on sound, ethical principles and will communicate fairly and honestly with your clients, associates, employees and suppliers.
- to make an honest representation of my skills, experience and qualifications always.
- to respect the confidentiality of your personal and business practices and recognize your ownership of any intellectual copyright pertaining to your business activities.
- to strive to maintain my high professional standards by staying abreast of advances within my industry and to strive for excellence through professional improvement.
- to keep all acquired personal data safe and secure.
My terms and conditions may be updated at any time to suit the demands of business. If you have any questions do not hesitate to let me know: info@compucoffee-va.com
We look forward to doing business with you.
