Our Policies
Typical Working Hours
Monday through Friday - 9 AM - 5 PM PST
Saturday and Sunday - Closed*
Calls and emails will be returned within 24 hours during regular business hours.
*Please note that due to the nature of our consultancy, some of our VA’s work outside of these hours. Your VA will keep you up to date on their schedule.
Holidays and Vacations
We observe the following US National holidays each year. We will not be available on these days: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Independence Day, Juneteenth, Labor Day, Veterans Day, Thanksgiving Day, and following Friday, Christmas Eve, Christmas Day, and New Year’s Eve.
When vacations or time off happen, we will give you ample notice and ensure your account is covered if needed.
Change in Scope of Service
If there is a change in the scope of services the AVA team provides, we will require a separate contract for those expected services. While we are always happy to change your scope in service as your business needs change and grow, Scope Creep will not be tolerated.
Time Tracking for Hourly Clients
We use a time tracking tool to record any time spent on your business. All time spent on your business, including meetings* and any correspondence, are billable. Weekly reports are available for your review via email including an overview of what was worked on and accomplished. In addition, you will be notified if we are nearing the amount of time contracted. Hours beyond your contracted time are billed at a higher rate than package hours and are available as per your Contract Agreement and upon availability.
*Your Onboarding and Initial Project Meetings are not billable. All meetings beyond your Initial Project Meeting are billable.
Rush Jobs
We are happy to accommodate rush jobs for your company if our schedule allows. Please note the following surcharge for rush jobs:
25% Surcharge for less than 24 hours’ notice.
50% Surcharge for Evenings, Weekends, or US Holidays
Contracting Team
On occasion, we may choose to include additional AVA team members to provide you with quick and proper service. Additional team members must sign a confidentiality agreement and are held to the same high standards we provide to our clients.
Confidentiality
Your privacy is of the utmost importance to us. Any and all of your personal and business information shared with Atelier Virtual Assistants is kept secure through passwords and internet security. You can review all confidentiality measures through our Virtual Assistant Contract Agreement and your NDA if you choose to sign one. NDAs can be requested at any point, either by the client or the AVA team.
Payment and Billing for Custom Services
You will receive an invoice on the day of your Onboarding Meeting. Any other payments and Invoices will be sent according to your payment schedule noted in your service contract agreement. Payment is due on receipt. Any overdue invoices are subject to a late fee stated in your contract agreement.
Payment and Billing for Hourly Monthly Packages
You will receive an invoice on the day of your Onboarding Meeting. All following invoices will be sent on the first of the month for prepayment for set hourly services. Payment is due on receipt. Any overdue invoices are subject to a late fee stated in your contract agreement. Early invoices can be sent upon request.
Late Payments and Delinquent Accounts
All overdue invoices are subject to a late fee stated in your contract agreement. If a client’s monthly payment has not been received, or a client has any late payment on any monthly retainer, customer service, or otherwise, the AVA team reserves the right to stop all services until the payment has been received.
Rollover Hours for Hourly and Monthly Retainer Clients
If you do not use the total hours paid for with your Monthly Retainer Package, your remaining hours will roll over to the following month. All Rollover Hours may be used within 60 days. Rollover Hours are subject to availability and may be declined if the AVA team’s time is fully booked. Total Rollover Hours may not exceed 15 hours at any time. At no time will refunds be due for Rollover Hours.
Referrals
We love referrals. If you refer someone to our business and the new client signs, you receive one free hour of virtual assistance.