Hours of Operation

My business hours are Monday – Friday from 9am – 5pm ET. My office is closed on the weekends. All e-mails will be returned within 24 hours during business days (Monday – Friday).

Billable Hours

Any contact with the client is billable, including emails, texts and phone calls. Time will be not be tracked in increments but instead for actual time used down to the minute. I use My Hours to keep track of any time I spend on a project for you.  If requested, time reports can be made available on a bi-weekly basis.

Holiday Work

I understand that sometimes there is work that requires immediate assistance outside of business hours. For these jobs, you will be charged a 30% surcharge for after hours, weekends or holidays. No work will be done on Thanksgiving, Christmas Eve or Christmas. The following holidays are negotiable based on my schedule (with a 30% surcharge): New Years Day, Easter, Memorial Day, 4th of July and Labor Day.

Payments and Refunds

All payments must be made up-front via Braintree/Paypal.  Don’t have a Braintree/PayPal account? No problem. Braintree/PayPal will still accept credit and debit cards without an account.  Purchasing in this manner eliminates the need for me to chase down clients and spend extra time on accounting.  On your end, this will help you know how much time and money you’re working with and there are no surprise bills.

Because of the nature of the work I do, there are no refunds.  There is no way I can get back any of my time or hard work.  My main goal is to have happy customers, you included.  If for some reason things aren’t going the way you had hoped, please talk to me about it. I aim to please!

Communication

I work strictly on an email basis. I do have some limited availability for previously scheduled phone/Skype calls, however not on a regular basis. I will not answer my phone during regular business hours unless previously scheduled because I aim to give each of my client’s work my undivided attention without the interruptions of phone calls. If you wish to speak with me either by phone or Skype, I would ask that you send me a request via email at least 24 hours in advance. If it has to be less than 24 hours, just let me know and I will see what I can do. I can always be reached via email: Holly@themodernassistant.com.

Turnaround time

Projects and task turnaround times vary and we will discuss the length of time that will fit your individual needs and my schedule.  I will be sure to keep you updated on the progress of my work and will let you know if the deadline we discussed needs to be adjusted.  Due to the fact that each task and project is unique to each customer, times for completion will vary.

I will respond to all emails and Skype messages within 48 hours (not including weekends and holidays).

I rarely will take any emergency or rush requests, but if you contact me and I have availability to do so, we can discuss it further.

Status Updates

For retainer clients I will send a weekly status update every Friday (if requested). Other clients may request status updates and we will determine the frequency of these updates together.

Referrals

Referrals are my favorite way to gain new business! Any time that you generously make a referral to my business, I will credit your account with 10% of what I earn with your referral in the first 90 days.

Confidentiality

I adhere to a strict confidentiality code and no information will be divulged to a third party. I take your confidentiality very seriously – all passwords are encrypted and I use the highest level of internet security.