Service Agreement – For Virtual Line
Are you looking for a Virtual Assistant in Ottawa? Our VPA’s will not physically provide any work such as pick-ups, mailings, drop offs, or any errand services whatsoever. This service is strictly virtual. If you would like errand or on the ground services, our Concierge Services through Balance InStyle would be more than happy to serve you. Rates are $65/hour and you can learn more about those services here: https://www.balanceinstyle.com/concierge-service-pricing/
VPA’s will do their best possible to fulfill your requests. When things are questionable, immoral or unethical, your request will be declined. VPA’s will do the best they can to service your requests, but Balance InStyle Inc. nor its operators will be held accountable, liable or financially responsible for any inaccurate information provided.
Please take note that your VPA will not be available 24/7 (after all, they need their beauty rest too). You will be able to reach your VPA on business days Monday through Friday from 9am – 5pm EST
Scope of Requests
Each request must be clearly articulated with as much information as possible. Each request should be sent in separately. If you have several requests that need to be done, send each request in separately. This will ensure quick turnaround, clear communication.
What is considered a request? Scheduling, emailing, travel planning & booking, online purchases, research, data entry, reservations, outbound calling to name but a few.
What services are not considered a request? That’s a great question. There are a lot of services that we don’t deem request. These services would include, video editing, web design/SEO, legal advice, and accounting/taxes, writing blogs and social media management. That being said, we have preferred partners with those areas of expertise and credentials that would be happy to help and we can connect you to the one that best suits your need.
Occasionally a user submits a request that is considered a project rather than a request and we will notify you as soon as we’ve determined that it’s our beyond our service level. In those cases we will always try our best to provide you with a solution and or find a service provider that can help with the project in question. You will only be billed for time spent on researching alternative solutions.
Memberships – Each membership allows you to share time with another person or team. Please be advised that the primary account holder’s information will be the only information stored on the account. The primary membership holder is the only person who can add other users.
Monthly Subscription – All plans are recurring subscriptions. When you sign up for the monthly plan, your card will continue to be charged each month until you cancel. Please note that your membership will begin from the date you signed up and automatically renew every month. If you want to cancel your membership, we ask that you please submit a request by phone asking to have your account terminated. Sometimes things get lost in cyberspace and we want to ensure that this doesn’t happen. There are no contracts and you can terminate your membership by providing 14 days advance notice. You will receive new credits each time your membership renews. Unused credits and requests do not roll over.
Membership Pricing – Balance InStyle’s membership pricing is as follows: Starter $199 per month, Executive $599 per month, Entrepreneur $999 per month and Balanced $1999 per month. Please note that membership prices may change at any time, however, you will be notified in advance to this happening.
Request/Credits – Each request is billed in 20-minute increments. Each membership level possesses its own number of hours. Currently, membership credits are as follows; Starter 5 hours, Executive 15 hours, Entrepreneur 25 hours and Balanced 50 hours. A number of hours for each membership level may change at any time, however, you will be notified at least 1 month prior to a change.
At the beginning of each month, we will replenish your account with your total number of hours based upon your membership level.
We will not honor any unused or rollover requests that were not used from the prior month. You can allot a maximum of up to 6 requests ( 2 hours ) in a 24 hour period. Should you submit your request on the last days of your current cycle we will do our best to accommodate however we have many clients and projects on the go at one time so always best to get your requests in early to avoid disappointment. You have the ability to advise Balance InStyle how much time you would like to be used in handling your requests.
Hours of Operation – Balance by Balance InStyle is a 24/7/365 operation, however, some of our services will not be available around the clock. We are capable of receiving requests at any time, but emails and requests will only be answered during business hours of 9am to 5pm EST Monday – Friday. Furthermore, please note that Balance InStyle may be limited at times to process requests, in the event the businesses we are being asked to reach are closed or are in a different time zone.
Cancellations – You can cancel your Balance InStyle membership 7 days prior to your renewal date and during business hours (9am – 5pm EST) by calling our offices and speaking to a live person. Cancellations are subject to review and must be requested 7 days prior to the next billing cycle. Balance InStyle will not provide refunds should you request cancellation after your membership has already renewed.
Renewals – Your membership will automatically renew each month. You will not be notified of the renewal. Therefore, you consent allows Balance InStyle Inc. to charge your card each month without contacting you in any way unless you notify us to cancel your account.
Your Responsibility – You are responsible for providing us with your information and there are inherent risks such as fraud, identity theft, wrong purchases, etc.. Balance InStyle utilizes state of the art and industry standard SSL encryption tools, however, you will bear the responsibility and liability for the information that you share or store on our websites. Furthermore, VPA’s will also not lie on your behalf for any reason or be involved or responsible for any of your personal, business, accounting, legal, financial or other actions.
We will also not be held accountable or liable for any illegal or fraudulent activities that you impose or request upon our services. In such cases, we will terminate your account immediately.
Limitations – By agreeing to our terms, you realize that there are inherent limitations to the services we provide. We will not make illegal purchases on your behalf or represent you in any unlawful or illegal way. Furthermore, you agree that information provided to you is not eligible for publication and that you should contact a professional in the field which you are inquiring advice, prior to engaging in official services of any kind. For purchases made on your behalf by your VPA, Balance InStyle nor its employees or operators will be held accountable for returns, refunds, or guarantees on behalf of the products or services you are purchasing.
Usage restrictions – You also agree that you are not to abuse our VPA’s, our time or our services in any other way outside the scope of our virtual services. You are not to resell our services, forward calls to your friends or relatives, exchange membership cards or spam our VPA’s with fraudulent and erroneous requests and inquiries. Such actions will result in immediate termination of our account and additional charges for our lost time. Our VPA’s will not honour fraudulent outbound calling, money collections, prank calling or other illegal activities. You also agree that in some cases such as purchases and appointments, Balance InStyle’s VPA’s will need to speak on your behalf, enter your personal information to create profiles (amazon.com for example), and you authorize for us to use your personal profile information to get the things done that you are asking for us to do. Alternatively, we welcome you to explore the option of using and sharing Lastpass.com with your VPA. This way your passwords and information stay encrypted.
Travel arrangements – Travel arrangements are also offered as part of our services. Balance InStyle will try to find you the best deal for air travel, hotel accommodations, limo services, etc… We will not be responsible in any way and do not represent the service quality of any of these service providers. As the customer, you are accountable for the final selection of your destination or service provider. If you are not pleased with any services referred to by our assistants, please contact the service provider rather than Balance InStyle. Once we make a purchase or place an order for flights, hotels, or any other travel related services, we will not be held responsible for any refunds or disputes. It will be your responsibility to inquire upon any cancellation rules prior to booking and dispute any concerns you have directly with the service provider. Balance InStyle will not refund, credit or be held responsible whatsoever for any travel related purchases.
Refunds – You must cancel your membership 7 days prior to it renewing and during business hours (9am – 5pm EST) by calling our offices in order to avoid a charge. There will be no refunds for services that are rendered. Also, credits will be only be refunded if there was an error committed by our VPA’s. In that case, please contact customer service at firstname.lastname@example.org. There will also be no refunds for purchases made on your behalf. Should you ask one of our VPA’s to make a purchase on your behalf, we will not be held accountable should the product or service you’re purchasing not meet the expectations you had in mind.
You will be required to review, any and all refund and exchange policies with the service providers you intend for us to make purchases on your behalf, prior to asking that we make any purchases for you. We will not be held accountable, liable or responsible in any way for purchases on your behalf that are lost during shipping, tickets arriving late, goods damaged in the mail, etc… We will make purchases on your behalf simply to save you time, but in no way will be responsible for the goods or services we are purchasing.
Our Agreement – We appreciate your business and want to provide you with the best rewarding lifestyle possible. We will do our very best to service you. Should you encounter a problem please just let us know. By agreeing to our terms you promise to be reasonable and considerate of our business, services, and our staff.