FAQ’S

Can we talk about what I need before I commit to any hours or package?

Yes of course! I offer a complimentary discovery call to discuss your needs and answer any questions you have – contact me HERE 

What if I don’t use all my hours in the monthly retainer/block package?

Within my retainer packages I allow 10% to be carried over, any more than that will be lost. Howeverwith a carefully structured plan and regular catch-ups, it’s highly unlikely your hours won’t get used each month. Rolled over hours only last for the 1 following month. 

For block packages you need to use your purchaed hours within 60 days of booking start date – these do not roll over. 

What if I need more than the agreed hours?

If you need more hours than we originally estimated, I will do all I can to accommodate you and I always try to be flexible. Please note this will be dependent on my availability. If in doubt, always choose a package that allows a buffer – remember for retainer packages 10% rolls over! 

My work is urgent and deadlines are tight - can you meet them?

My standard turnaround times are within 48 hours. I try to accomodate urgent tasks where possible but If you require a turnaround in less than this time then you will need to raise an urgent request.

For urgent requests I do charge an increased hourly rate (+£10ph). If there are any delays you will be notified immediately. 

Urgent work required outside of Monday – Friday 9-5 is subject to availability and charged at an additional £35 p/h and is not included in any packages purchased. 

Urgent requests are not covered on Block packages, unless agreed and paid in advance. 

What are your payment terms?

Invoices have 7 day payment terms, payment to be made via BACS transfer.  

Monthly retainers – Invoices are sent on or before the 21st of each month. With payment required in advance of service commencement. Monthly retainers have a 3 month minimum contract, with one month notice period.  

Block packages – Require payment inadvance to secure my time. 

Project work – Requires a 50% deposit on agreement and the remainder will be invoiced upon completion.  

A Contract and Terms & Conditions will be sent out when work is agreed and will commence once the signed agreement has been returned (digitally) and invoice paid (where appropriate).  

What's the best way to contact you if I need to?

Whichever is your preferred method of communication: email, teams, zoom or phone – don’t forget I am here to make your life and business easier!  

Are you insured?

Absolutely! I’m insured with PolicyBee (Hiscox) for Professional Indemnity and Public Liability as well as Cyber-security insurance and are registered with the ICO for your data and business protection.

Is my companies information secure?

We use the latest and most trusted systems, applications and best practices to ensure your information is secure and are ICO registered.

If you require me to have access to websites, systems and social media accounts then we use LastPass. This way I never see your actual passwords and you stay in control over what you want me to have access to and when, plus it’s free!

Using LastPass we can also securely share other confidential information such as credit card details and company registraions all encrypted and protected.

You can find out more on how this works in our LastPass Blog here.

Can I see your T&C's?

I believe in being open and transparent, after all you are trusting me with your business, therefore, our T&C’s , Data Privacy Policy and Cookies Policy can be found in the footer menu of our website or click above to link directly to them.

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