Frequently Asked Questions
General
What's a Virtual Assistant?
A virtual assistant is a professional who provides remote support with administrative business tasks -helping you save time and stay focused on your priorities.
Who uses virtual assistants?
Virtual assistants are commonly used by:
Small business owners
Entrepreneurs and startups
Coaches and consultants
Executives and busy professionals
What type of tasks can you help me with?
Why should I hire you?
If you’re looking for more than just a VA to complete tasks, then that’s me.
I started my business because I wanted to work closely with passionate business owners who care about what they’re building and want their systems to actually work.
My experiences in large organisations, I saw how easy it is for processes, efficiency and customer experience to become an afterthought — and how much that impacts both teams and customers.
I genuinely love organisation, optimisation and creating efficient admin systems that save time and reduce stress. But more importantly, I care about the impact of that work. I want you to feel the difference in your day-to-day operations and see the results in your business.
Customer service is also a huge priority for me. It’s a pet peeve of mine when businesses let it slide, so I make it my mission to help implement processes that put customers first — consistently, not as an afterthought.
When you work with me, you’re not just outsourcing admin. You’re gaining a proactive partner who wants to add value, improve how things run, and support your business as it grows.
What tools and software do you use?
I actively seek out new tools and smarter ways of working to deliver the best results. If your business uses software not listed below, I can quickly adapt to fit your workflow.
Time Tracking
Clockify
Toggl
Email
Gmail
Outlook
Project Management
Asana
Notion
Office Applications
Microsoft Word
Microsoft Excel
Microsoft Powerpoint
Adobe Pro
Other CRM Systems I’m experienced with
Salesforce
Working With Me
What are your business hours?
This allows me to give your business my full attention and provide reliable, focused support.
If you need additional flexibility, just let me know and we can discuss what works best.
How do we get started?
Before booking a discovery call, I ask that you review my services and pricing first.
This helps ensure we’re aligned from the start and avoids any awkward surprises later—because transparency matters.
If you’re happy with what you see and have an idea of the support you need, the next step is to complete an enquiry form.
In the form, you’ll share:
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The services you’d like to discuss
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How I can support you
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A bit about your business and the challenges you’re facing
I’ll then review your information and prequalify your request.
If you qualify…
We’ll arrange a free 20-minute discovery call to discuss your requirements in more detail and confirm we’re a good fit.
If we both agree to proceed…
I’ll send over a Welcome Pack, which includes:
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Terms of Business (Contract)
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Payment details
Once payment is confirmed, we’ll schedule a kick-off meeting. During this call, we’ll:
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Set up access and delegations
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Agree on communication methods and check-ins
Then we begin working together-simple, clear, and structured.
How do you communicate with clients?
My primary method for communication is email.
However, I am more than happy to accommodate your preferred method whether it be email, WhatsApp, or via other CRM Tools/Platforms to highlight urgent actions and keep things moving smoothly.
Written communication is usually best to avoid misunderstandings.
Zoom, Teams, or phone calls can be arranged when needed.
How do you manage confidentialty & Data Security and protection?
Client confidentiality and data security are top priorities. I am ICO Registered ( ZC078892).
I handle all information with care and follow strict privacy practices to protect your business. Here’s how I manage it:
👍 I only access the information needed to complete tasks
👍 Sensitive data is stored securely and shared only through approved channels
👍 I’m happy to sign a Non-Disclosure Agreement (NDA) if required
👍 I use secure tools and follow best practices for password and file management
👍 Any access to accounts is limited and removed when no longer needed
If you have specific security requirements, I’m happy to discuss and align with your preferred policies.
Service & Pricing
Whats included in your pricing?
My service offers and pricing are made simple and transparent.
✨ Ad-hoc support
Perfect for one-off tasks or short projects. You pay only for the time and work completed, with no ongoing commitment.
✨ Retainers
Ideal for ongoing support. You secure a set number of hours each month at a discounted rate, ensuring consistent help and priority scheduling.
✨Packages
Best for clients who want a structured set of services. Packages include a fixed list of tasks and a set number of hours, making budgeting easy and predictable.
Whether you choose an Adhoc, Retainer or Package services, the cost covers the services agreed outlined in the scope of work, with no hidden fees.
Extra work:
Any tasks outside the agreed deliverables will be billed at my ad-hoc hourly rate or quoted and approved before work begins.
Everything is kept upfront so you always stay in control of the costs.
do you cater for urgent last-minute tasks?
Yes, I can support urgent tasks depending on availability and the nature of the work. If it can be completed during non-standard business hours, I’m likely able to help.
The more notice you provide, the better. Even if it’s pipeline work, I can provide an indication on my capacity.
Please note
❗ My retainer and package clients are guaranteed support for the hours/service they pay for each month, so their work will take priority during busy times.
❗Urgent/Last-minute tasks may incur an additional fee if they fall outside your current agreed scope or hours and are billed at the ad-hoc rate.
Any potential extra costs will be disclosed before work begins.
What are your payment terms & notice period?
All invoices are issued with 7-day payment terms from the invoice date. Invoicing covers work carried out from the 1st of the month to the last day of the month, unless otherwise agreed in writing.
Payments must be made within the stated timeframe to avoid disruption to services.
Ad Hoc Services
For ad hoc services, a 3-hour deposit is required upfront before any work commences.
The remaining balance is payable once the work has been completed.
If any prepaid ad hoc hours are unused, these may either:
Be refunded, or
Rolled over to the following month, provided the client wishes to continue using ad hoc services.
Retainers & Packages
All retainer services and packages are paid upfront.
These payments are non-refundable, and any unused hours do not roll over to the following month.
Late Payments
Late payments may be subject to statutory interest and compensation in line with the Late Payment of Commercial Debts (Interest) Act 1998.
Where payment is overdue, services will be paused or withheld until the account is brought up to date.
Notice Period & Changes to Services
Clients on retainers, packages, or ongoing arrangements are required to provide 30 days’ written notice for any cancellations, changes to services, or changes to allocated tasks.
Notice must be provided in writing via email. Services will continue, and invoices remain payable, during the notice period.
do you offer bespoke services & packages not listed?
Yes, yes i do!
I can do tailor made packages for a mixed of services that you require ongoing support for.
I am so adaptable and always up for learning new things – so please reach out if there is a system or a service that isn’t listed that you need support with.
We can discuss your requirements and see if I can put together a package that suits your needs.
do i get charged for holidays?
No, I do not charge clients when I go on holiday or have downtime (perks of hiring a VA!)
Where possible, advance notice will be given for any planned time off, and every effort will be made to manage workloads smoothly around this.
During downtime/holiday periods, work will usually be paused and no retainer or package hours will be deducted.
For certain services, support may be available while I am on holiday, subject to prior agreement. This will always be discussed and agreed in advance, including confirmation that the client is happy for services to be carried out while I am working abroad.
If time off falls within a billing period, this will be factored into invoicing, or alternative arrangements can be discussed to ensure expectations are clear.
Any public holidays observed will be communicated ahead of time.