Terms and Conditions of Service
Last Updated: 10/06/2026
These Terms & Conditions govern the provision of services by Virtual Support ("the VA", "we", "our", "us") to the Client ("you", "your").
By engaging our services, you agree to these Terms & Conditions.
1. Services
We provide Virtual Assistant and business support services, including but not limited to:
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Administrative support
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Diary and inbox management
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Social media administration
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Website updates and maintenance
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Newsletter creation and distribution
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Project support
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Research
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Customer service administration
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Systems and process support
Services will be agreed in advance between the Client and the VA.
2. Working Hours & Availability
Working hours are generally:
Monday to Friday
8am - 6pm
Services are provided remotely unless otherwise agreed.
While every effort will be made to meet deadlines, response times may vary depending on workload, holidays, illness, and availability.
Urgent requests may incur additional charges.
3. Client Responsibilities
The Client agrees to:
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Provide clear instructions and sufficient information to complete tasks.
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Supply access credentials, permissions, files, and materials required for the work.
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Respond to requests for information in a timely manner.
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Review and approve work where required.
Delays caused by missing information or delayed responses may impact completion times.
4. Fees & Payment
Fees will be agreed before work commences.
Invoices are issued monthly to regular clients and upon completion for project work/ad hoc clients.
Payment is due within 7 days of the invoice date unless otherwise agreed.
Payments should be made via bank transfer.
Late payments may result in:
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Suspension of services
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Delayed project completion
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Statutory interest and compensation as permitted under the Late Payment of Commercial Debts (Interest) Act 1998
5. Retainers & Minimum Commitments
Where a retainer agreement is in place:
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Retainer hours must be used within the agreed period.
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Unused hours do not roll over unless agreed in writing.
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Additional hours may be charged at the standard hourly rate.
Where no retainer exists, work will be scheduled subject to availability.
6. Confidentiality
All information shared by the Client will be treated as confidential.
We will not disclose confidential information to third parties unless:
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Required by law
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Necessary to provide agreed services
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Authorised by the Client
This obligation continues after the termination of services.
7. Data Protection
Both parties agree to comply with UK GDPR and the Data Protection Act 2018.
The Client remains the Data Controller of any personal data provided.
The VA acts as a Data Processor where applicable and will only process data according to the Client's instructions.
Further information can be found in our Privacy Policy.
8. Intellectual Property
The Client retains ownership of all materials supplied.
Upon full payment, ownership of completed work created specifically for the Client transfers to the Client unless otherwise agreed.
The VA retains ownership of:
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Templates
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Internal processes
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Methodologies
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Training materials
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Proprietary systems
9. Limitation of Liability
While reasonable care and skill will be exercised at all times, we cannot guarantee:
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Increased sales or revenue
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Specific business outcomes
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Third-party platform availability
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Third-party software performance
Our liability shall be limited to the value of services supplied in the preceding three months.
We shall not be liable for indirect, consequential, or business losses.
10. Third-Party Platforms
Where services involve third-party software, websites, social media platforms, membership platforms, or applications, the Client acknowledges that:
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Platform policies may change without notice.
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Platform outages are beyond our control.
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We are not responsible for technical failures caused by third parties.
11. Website Services
Where website updates or website builds are provided:
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The Client is responsible for reviewing and approving content.
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The Client remains responsible for maintaining hosting, domain registration, and software subscriptions.
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We are not responsible for third-party hosting failures or platform outages.
12. Termination
Either party may terminate services by providing 4 weeks written notice unless otherwise agreed.
Outstanding invoices remain payable upon termination.
Any work completed up to the termination date will be invoiced accordingly.
13. Force Majeure
Neither party shall be liable for delays or failure to perform obligations due to circumstances beyond reasonable control, including:
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Illness
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Internet outages
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Natural disasters
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Government restrictions
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Utility failures
14. Complaints
Any complaints should be submitted in writing to:
We aim to acknowledge complaints within 5 working days and provide a response within 14 working days.
Further details can be found in our Complaints Procedure.
15. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Contact Details
Virtual Support