To ensure the quality of the Virtual Gurus client experience we have set up our terms of service for our mutual benefit. We’ve tried to cut down the legalese so you know exactly what to expect when you sign up with Virtual Gurus.
Virtual Gurus provides remote administrative assistant services to clients on a recurring monthly subscription basis. When you sign up for our services, we’ll do our best to understand your needs so we can match you with one, or more, of our virtual assistants. Members of our sales and client success teams will walk you through the services, monthly costs, and highlight any terms you need to be aware of to get the most from working with our Virtual Gurus team.
A profile will be created for you in our project management platform. This is the best place to communicate with your virtual assistant to record your requests and where your assistant tracks their hours against your monthly subscription. Speaking of hours, your monthly subscription package outlines the number of hours your virtual assistant is available to you and it’s important you work together to make sure your plan hours are being used. Of course, you can always go over your allotted hours if you need to – more on that in the Overages and Expenses section.
What makes us different is not only our North Star (our talent) but also our team of client success managers, or CSMs for short, who will oversee your account and work with you to make sure you are successful at delegating to your VA. You may submit your tasks the best way that works for you; we encourage you to find out what works best by talking with your VA in your kick off call. All of our VA’s will send an end of week report that shows how many hours they’ve worked and what they’ve worked on. We do this so that you can best allocate your hours. To get into a good cadence, we suggest having at least two calls a week with your VA to start.
Just like any new hire, it is important to give yourself at least 4-6 weeks to get to know your VA and how to best use their services. If there is a task that your VA does not do, no problem, we got you! Reach out to your CSM who has the ability to build you a fully remote team that fits your needs.
No one likes talking about money (except maybe our CFO) but we want to be completely transparent so you know what to expect. As a recurring monthly subscription service, we issue invoices, and require payment by credit card, in advance of each month of service. Your credit card is kept on file through our secure payment processor, Stripe.
Your card will be automatically charged on the monthly anniversary of your sign up date, unless you’ve made other arrangements with our billing department. Charges will reflect the subscription and plan hours you agreed to when you signed up for Virtual Gurus, any overage hours incurred in the previous cycle, and taxes will be charged where applicable. Any changes to plan hours will be reflected in future invoices.
If your credit card cannot be processed on your billing date, we’ll make every attempt to connect with you to get an alternate method of payment. If we haven’t been able to process your payment after two business days, we will pause your services until payment is received.
If we’re unable to process payment within 30 days of your billing date, we will, unfortunately, send you to collections. We don’t like doing that – please help us avoid it if at all possible.
During your first billing cycle, if you are unable to use all of your subscription package plan hours, we will rollover your unused hours into subsequent billing cycles and our CSM team will work with you on a usage plan.
We know that sometimes in business, things change. So we give you the flexibility to increase and decrease your monthly subscription.
You can increase your subscription plan hours at any time. Just let your virtual assistant or client success manager know.
To decrease your subscription, let your virtual assistant or client success manager know a minimum of seven business days ahead of your billing date. If you let us know after that, we’ll happily honour the decrease on your following billing date.
A couple of final notes on decreasing plan hours… Subscription decreases of more than 50% of hours are not allowed, and our smallest plan size is 10 hours per month.
If increasing your package isn’t in the cards for you but you need a few extra hours once in a while, go ahead and go over the plan hours you’ve prepaid. We’ll bill you on your next invoice, at the same hourly rate as your package plus an overage fee of $5/hour, for any hours you’ve exceeded in the previous month.
If you need your virtual assistant to make a purchase on your behalf, please ensure you make those arrangements via email so we can expense them back to you.
We make every effort possible to let you know when you’re getting near the hours you’ve signed up for. However, it’s your responsibility to manage your virtual assistant’s time, and to pay for any hours that exceed your monthly package. Feel free to reach out to the client success manager on your account for tips on how to properly manage your VA.
We value your information like it’s our own. None of the Virtual Gurus team, including our virtual assistants, will use your materials for any projects other than yours. If you’d like us to sign a Non Disclosure Agreement, we’re happy to do that.
The same holds true in reverse – any materials provided by Virtual Gurus or our virtual assistants may not be used for any purpose other than fulfilling our contract with you.
We get it. A virtual assistant isn’t for everyone, at all times. While we’ll be sad if you leave, we want to be as transparent as possible in case that comes about.
If you decide to leave, please send an email to your client success manager, providing us with at least 30 days’ notice prior to your next billing date. If you send your cancellation notice mid-cycle, we’ll bill your final 30 days of service on your next billing date. This allows you to wind down your account with us, and provides us the opportunity to find another client for your virtual assistant.
If you’re in your first month of service with us, you can cancel any time without penalty, and we will refund any unused hours minus a 25% administration fee.
If you cancel, you agree that you still owe us for any outstanding payments, including 30 days’ notice, any outstanding overage fees and/or expenses incurred.
We reserve the right to refuse service to any Virtual Gurus client at any time, for any reason, without entitlement to a refund. Ending a relationship with a client happens infrequently, but could occur for any number of reasons including, but not limited to the abusive treatment of a virtual assistant or any of the Virtual Gurus team members.
There may be times when our team determines that additional virtual assistants are needed on your account. We’ll work with you to make sure the virtual assistant(s) we assign are qualified to complete your work.
Because we’re human, there’s a chance for an unforeseen absence (sickness, vacation, the departure of a virtual assistant) and, despite the care we take in matching, sometimes it doesn’t work out. In these rare instances, we will provide you with an equally qualified virtual assistant.
Our virtual assistants are vetted through a thorough process that includes interviews, training and skill-testing. But, we’re human and mistakes can happen. Virtual Gurus offers no warranty on any of the information, tasks or projects your virtual assistant completes for you. We will do our best to provide the most effective and skilled people for your needs. If Virtual Gurus gives you information or results that are not what you expected you cannot hold us liable for it (or the results) legally or morally. As a service-based business, we’re always open to feedback so we can continue to improve our offerings.
We love when we create such a perfect match that you, the client, can’t imagine your business without your virtual assistant. We don’t love it when our clients solicit our virtual assistants, either directly or indirectly, and we take this pretty seriously. If you and your virtual assistant would like to continue the working relationship outside of Virtual Gurus, please talk to one of our client success team members. We’re happy to help this transition for a fee inline with traditional placement agencies.
If you and your virtual assistant engage outside of Virtual Gurus without involving the Virtual Gurus team for a period of 12 months following working with them, you agree to pay Virtual Gurus a sum equal to twelve times your highest monthly invoice.
Virtual Gurus has made substantial investments in recruiting, training and matching our contractors and just like any business we have a legitimate reason to make sure we are getting our return on the investments we have put into having this business. Virtual Gurus has agreements with our virtual assistants that protect this interest by requiring them to pay a substantial amount should they accept any engagement (or engage) outside of Virtual Gurus (whether as an employee, consultant, contractor or otherwise) with any of our clients. Furthermore, if the virtual assistant chooses to leave and work with you outside of Virtual Gurus, they will never be allowed to return to be a contractor in Canada’s largest virtual assistant community where our main goal is to provide remote work to people while managing our fast growing community.
As with any relationship involving two or more people, the work to keep that relationship healthy must be shared equally. Clear communication - sharing the good and the bad with our Virtual Gurus team - has truly been the main success factor for our clients.
Congratulations! You made it to the end of our Terms of Service. We tried to make it as easy to understand as possible but if there’s something that needs clarification, reach out to your client success manager or refer to the full Terms of Service you signed at the start of your subscription.
