Terms of Service

Business Hours

Buchanan Virtual Office is generally available for work, email contact, messaging and telephone calls during standard business hours, Monday to Friday from 9:00 am to 5:00 pm EDT.

Chargeable Hours

Any agreed service, including scheduled telephone calls or video calls, falls under chargeable hours.  However, any written communication with the client, such as email and text messages, will not be billed.

Communication

Email is the prefer method of communication.  Video calls are always planned in advance to avoid any possible interferences.  We respond to non-urgent emails within 24 hours or on the first working day and urgent emails as soon as possible.

Programs/Software

On a regular basis, we work with Trello a project management software, Dropbox a cloud storage, Google Docs & Drive a word processing and cloud storage, Microsoft Office, Toggl a time-tracking software, QuickBooks an accounting software.  Most of these programs are suitable for sharing and collaborating.  Using a program of the client’s choice is always possible, provided that the client will cover any fees.

Time-Tracking

Time will be tracked in increments of one minute, rounded to the closest minute.  Toggl is a specialized software the we use for accurate time-tracking.

Monthly Retainer Package

Hours that are not used by the end of the month will generally not be carried over to the next month.  In the case of exceptional circumstances, however, unused hours may be used later or they may be deducted altogether.  Once the client is reaching their set hours for the month, a notification will be sent informing them of such.  If the client, would like to continue beyond the scope of hours of the monthly package, client may do say at the billable hourly rate of $60.  If a change in the number of hours in a monthly retainer package is desired, Buchanan Virtual Office kindly request that you provide at least a 30 days’ notice before the start of the next month.

Status Reports

With a digital relationship, it’s important to check in on each other on a regular basis.  This does not happen automatically when two parties work from a different location – it requires conscious planning.  For that reason, each client with a monthly retainer package will receive a weekly update email about the status of projects, including timesheet with the number of hours used in that week.  Weekly update emails are sent out every Friday when new project updates are available.  The monthly retainer package also includes an optional video call in which the client’s priorities, objectives and potential ideas for the future are discussed.  Update emails and video call are also available for hourly rate clients and will largely depend on the scope of their projects.

Invoicing & Payment

Clients will receive an invoice with a 30-day payment period at the beginning of the month.  With a monthly retainer package, the invoice is always a month in advance of the hours.  Hourly rate clients will also receive an invoice at the beginning of the month, based on the number of hours worked in the month before.  Please note that, if the payment is not received before or on the due date, an overdue payment fee of 10% of the initial invoice will charged.  In the case of continued delay (14+ days overdue), services may be suspended until the payment is received.

Payment Methods

Payments can be made via the invoice by credit card or by ACH transfer (e-check).  Through the client portal or invoice link you may use PAY NOW tab and enter a credit card or ACH transfer (e-check) through a secure, encrypted STRIPE account. If you wish to pay by another method, please contact us to discuss other options.

Refund Policy

We feel strongly about our services.  If for any reason you are unsatisfied please contact us in writing via email, within 30 days of the service(s) provided with the details listed below:

  • The date of service;
  • Invoice number; and
  • The reason for your discontent.

Once we have received and processed the request, you will receive a refund within 30 days.

Referral Bonus

Clients who refer a new client to Buchanan Virtual Office will be rewarded with a discount of 20% on one invoice.  This discount will be applied after the new client’s first payment.

Meetings

Although virtual meetings are preferred, we are open to meetings on location.  Appointments are charged for meeting time (based on either the monthly retainer package rate or the hourly rate), travel time (based on 50% of either the monthly retainer package rate or the hourly rate) and travel expenses.

Holidays & Abscence

Buchanan Virtual Office is not available for work on the following days:

  • Memorial Day
  • Independence Day
  • Labor Day
  • Veteran’s Day
  • Thanksgiving
  • Christmas Day to New Year’s Day

If at any point an absence due to holidays, vacations or travelling occurs, clients will receive a notice at least 30 days in advance, but always as early as possible.  Of course, it’s also possible that you, client, 

will be absent for a(n) (in)definite period.  We kindly request that you inform us about your absence at least 14 days in advance.  In exceptional and / or acute circumstances (such as illness or death in the family), however, we understand that it’s clearly not possible to communicate this well in advance.

In the case of absence, there are several options:

  • If you are a client with a monthly retainer package, extra work may be taken on before the planned period of absence. Work can also be halted temporarily, in which case unused hours can rollover to a future month.  Otherwise, we will apply a discount to deduct any unused hours from the monthly balance.
  • Both clients with a monthly retainer package and hourly rate clients can, in the case of your virtual assistant’s absence, be transferred over to another virtual assistant temporarily, request for a temporary virtual assistant until they return or request for your services to be placed on hold till your virtual assistant returns.

Policy & Price Changes

We reserve the right to change this policy and the prices of our services.  This Policy may occasionally be updated, and our clients will be notified timely if there are significant changes.  In the case of a change in price, clients will receive a notice 30 days prior before any changes become effective.

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