Terms & Conditions

Client Terms & Conditions

These Terms & Conditions (the “Agreement”) are entered into by and between Cloud Companion (Poppy Newman), herein referred to as “Service Provider,” and the individual or business entity agreeing to services (the “Client”). These terms govern the provision of virtual assistant services by the Service Provider to the Client.

1. Services

1.1 Scope of Services

The Service Provider offers virtual assistant services, including but not limited to:

Administrative support
Inbox and calendar management
Client communication + follow-ups
Quotes, proposals, and document preparation
File organisation + digital workflows
Canva content creation
Social media content planning + scheduling
Caption writing
Engagement support (DM replies, comments)
Website updates (basic edits, uploads, links)
Research and information gathering
Basic bookkeeping support (non-regulated tasks)
Basic Start-up setup (branding basics, folders, systems, socials)

1.2 Agreement of Services

All services and expectations will be confirmed in writing prior to commencement.
No new or additional services will be performed without mutual agreement.

1.3 Not Included

The Service Provider does not provide:

Regulated financial work (tax returns, payroll, formal accounting)
Legal advice or legal drafting
On-site work or in-person tasks unless agreed otherwise
Emergency 24/7 support (unless separately agreed)

2. Hours, Communication & Availability

2.1 Working Hours

Services are provided remotely, Monday–Sunday, within standard UK working hours unless otherwise agreed.

2.2 Response Time

The Service Provider will acknowledge communication within 24 business hours.

2.3 Availability

Urgent tasks are not guaranteed and will depend on current workload.
Emergency requests may incur additional charges.

2.4 Client Instructions

Tasks must be communicated clearly with deadlines.
Poor or unclear instructions may affect task quality, speed, or delivery.

3. Payment & Packages

3.1 Monthly Prepaid Packages

All services operate on prepaid monthly packages based on agreed hours.

3.2 Hour Tracking

The Service Provider will track hours worked throughout the month.
A summary of hours used can be provided upon request.

3.3 Additional Hours / Top-Ups

If the Client’s allocated hours are reached before the end of the month, the Client may choose to:

Purchase additional hours as a bespoke top-up package, or
Upgrade to a higher package for the following month.

Additional hours will be charged at the agreed bespoke rate and must be paid before additional work is carried out.

3.4 Payment Deadline

Invoices must be paid in full no later than 3 calendar days prior to the service start date.

3.5 Non-Payment

Services will not begin (or may be paused) if payment is not received.

3.6 No Refunds

All payments are final once received.
No refunds or credits for unused hours, cancelled work, or part-month terminations.

3.7 Unused Hours

Hours do not roll over into the next calendar month unless explicitly agreed in writing.

4. Revisions, Turnaround & Boundaries

4.1 Revisions

Reasonable revisions are included and must relate to the original task, requested within 7 days.

4.2 Turnaround Times

The Service Provider will provide estimated turnaround times.
Extremely short deadlines are not guaranteed and may incur additional charges.

4.3 Out-of-Scope Work

Any new or additional tasks outside the agreed scope may require a revised package or additional fees.

5. Confidentiality & Data Security

5.1 Confidentiality

All Client information, passwords, data, and communication remain confidential at all times.

5.2 Secure Handling

Passwords and sensitive information must be provided securely.
The Service Provider is not responsible for issues arising from insecure transmission by the Client.

5.3 Third-Party Tools

Use of third-party platforms (e.g., Canva, Meta, Google) is at the Client’s own risk.

6. Holidays & Leave

6.1 Planned Leave

The Service Provider will give reasonable notice of holidays or planned time off.

6.2 Emergency Leave

In the event of unexpected leave, the Service Provider will communicate promptly.
No refunds are due, but reasonable adjustments may be made where possible.

7. Termination & Cancellation

7.1 Rolling Agreement

This is a rolling monthly agreement.

7.2 Notice to Cancel

Either party may terminate the agreement with 14 days’ written notice before the next invoice is issued.

7.3 Client-Initiated Cancellation (before the next month)

If the Client wishes to cancel services for the upcoming month, they must do so at least 14 days before the next invoice date.
Otherwise, the next month is fully chargeable.

7.4 No Refunds After Service Start

Once the service month begins, no refunds will be issued.

7.5 Premature Ending by Client

If the Client terminates mid-month, unused hours are forfeited.

8. Liability

8.1 Limitation of Liability

The Service Provider is not liable for:

Loss of profits, data, revenue, or opportunity
Delays caused by unclear instructions or late responses
Errors resulting from information supplied by the Client
Any third-party tool failures
Consequential or incidental damages

8.2 Client Responsibilities

The Client must ensure all instructions are lawful, authorised, and accurate.

9. Intellectual Property

9.1 Ownership

All deliverables created by the Service Provider become the Client’s property upon full payment.

9.2 Portfolio Use

The Service Provider may use non-sensitive work examples (e.g., Canva templates) for portfolio or marketing purposes unless the Client objects in writing.

10. Governing Law

This Agreement is governed by the laws of England and Wales.
Both parties agree to attempt resolution in good faith, with mediation as a first step where necessary.