Terms & Conditions

1. Services
1.1 Scope of Services

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

Administrative support
Inbox + calendar management
Client communication + follow-ups
Quotes, proposals + document preparation
File organisation + workflow management
Canva content creation
Social media content planning + scheduling
Caption writing + engagement support
Website updates (basic edits, uploads, links)
Research + information gathering
Basic start-up support (branding basics, systems, folders, socials)
Light bookkeeping support (non-regulated tasks only)
General business support as agreed
CRM System updates and optimisation

1.2 Agreement of Services

All services will be confirmed in writing before commencement. Any additional or new services must be agreed upon in writing.

1.3 What Is Not Include

The Service Provider does not undertake:

Legally regulated financial work (tax, payroll, formal bookkeeping)
Legal advice or contract drafting
In-person tasks or on-site work
Emergency 24/7 availability
Work outside remit of government regulation

2. Hours, Communication & Availability

2.1 Working Hours

Work is completed remotely, Monday-Saturday, during standard UK working hours (or other time zones) unless otherwise agreed.

2.2 Response Time

Communications will be acknowledged within 24 business hours (excluding weekends, bank holidays & pre agreed time off).

2.3 Availability

Urgent tasks are not guaranteed.
Emergency or same-day requests may incur additional charges.

2.4 Task Instructions

The Client must provide clear instructions, deadlines, materials, and access required. Poor or unclear instructions may impact delivery.

3. Packages, Payment & Services

3.1 Monthly Packages

Services are delivered through bespoke monthly support packages, tailored to the individual needs of each Client and business.
Each package is designed around an agreed scope of work rather than a fixed number of hours, allowing Cloud Companion to focus on delivering outcomes, support and continuous improvements.

3.2 Payment

Invoices are issued in advance and must be paid before the agreed package commencement or renewal date.
Work may be delayed or suspended until payment has been received.

3.3 Scope of Services

Each package includes an agreed level of ongoing support based on the services outlined within the Client's proposal and then signed via agreement before commencement.
Should the Client require work outside the agreed scope, this may be quoted separately or incorporated into a revised package.

3.4 Additional Services

Additional projects, one-off tasks or consultancy work outside the agreed package may incur additional charges.
Where possible, these will be discussed and approved by the Client before work begins.

3.5 Package Reviews

As every business evolves, Cloud Companion may recommend adjustments to the agreed package to ensure it continues to provide the appropriate level of support.
Any changes to package pricing or scope will always be agreed in advance.

3.6 No Refunds

Monthly package payments are non-refundable once the service period has commenced.

3.7 Suspension of Services

Cloud Companion reserves the right to pause or suspend services where invoices remain unpaid or where required information has not been provided to allow work to continue.

3.8 Hourly Agreements

Where an hourly package or hourly rate has been specifically agreed in writing, Cloud Companion will accurately track all time worked. This includes all agreed tasks undertaken on the Client's behalf, including administration, communication, meetings, research, content creation, planning and system development.
A summary of hours can be provided upon request.

4. Revisions, Quality & Boundaries

4.1 Revisions

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

4.2 Turnaround Times

Deadlines will be discussed and agreed. Short notice or additional tasks are not guaranteed.

4.3 Out-of-Scope Work

Any work outside the agreed package may require additional hours or a new agreement.

5. Confidentiality & Data Security

5.1 Confidentiality

Cloud Companion will treat all Client information as strictly confidential and will not disclose any confidential information to third parties without the Client's prior consent, unless required to do so by law.

5.2 Secure Handling of Information

The Client is responsible for providing all passwords, login credentials and sensitive information securely. Cloud Companion accepts no liability for any loss, damage or data breach resulting from information shared through insecure methods by the Client.

5.3 Third-Party Platforms

Cloud Companion may use third-party platforms and software, including but not limited to Microsoft 365, Google Workspace, Canva, Meta, ServiceM8, Typeform, Calendly and other agreed business systems, to deliver services.
Whilst reasonable care is taken when using these platforms, Cloud Companion cannot accept responsibility for outages, technical issues, data loss, security breaches or changes made by third-party providers that are outside of its control.

5.4 Data Protection

Cloud Companion is committed to handling personal information responsibly and will process Client data in accordance with applicable UK data protection legislation. Personal information will only be used for the purpose of providing agreed services.

6. Holidays & Leave

6.1 Planned Leave

The Service Provider will provide reasonable notice of holidays or planned absences.

6.2 Emergency Leave

In the case of unforeseen circumstances, the Service Provider will communicate promptly. No refunds will be issued, but reasonable adjustments may be made if possible.

7. Termination & Cancellation

7.1 Rolling Agreement

This agreement renews monthly unless terminated.

7.2 Notice to Terminate

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

7.3 Client Cancellation

Where less than 14 days' notice is provided, 50% of the upcoming package fee will remain payable to cover time reserved, scheduling commitments and work undertaken in preparation for the upcoming service period.

7.4 No Refunds Post-Start

Once the service period has commenced, the full package fee remains payable and is non- refundable.

7.5 Mid-Month Cancellation

If the Client cancels mid-month, all remaining hours are forfeited.

8. Liability
8.1 Limitation of Liability

The Service Provider is not liable for:

Loss of profits or revenue
Delays caused by missing information or unclear client instructions
Errors in Client-provided material
Third-party software failures
Consequential or incidental damages

8.2 Client Responsibility

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

9. Governing Law

This Agreement is governed by the laws of England & Wales.
Both parties agree to attempt resolution in good faith, through mediation if necessary, prior to legal action.