Terms of Business

These terms set out how Virtuella works with clients. They apply alongside any written proposal or service agreement you receive; where the two differ, the signed agreement takes priority.

Virtual assistant support delivered directly by Virtuella, including business admin and recruitment admin.

VA matching, where we source, vet and place a virtual assistant from our network.

Courses and coaching for aspiring virtual assistants, sold and delivered digitally.

Work delivered directly by Virtuella is charged at £30 per hour for agreed fixed monthly hours, and £35 per hour for ad-hoc work.

Where we match you with a virtual assistant from our network, the hourly rate varies with their skills and experience. You are always quoted one fully-inclusive hourly rate covering both their fee and ours — there is no separate agency mark-up added later.

Rates are reviewed annually. You will be given at least 30 days' notice of any change.

Time is tracked and reported to you. Retainer hours are for the calendar month and do not roll over unless agreed in writing.

If a task will take you over your agreed hours, we will tell you before continuing rather than invoicing you by surprise.

Retainers are invoiced in advance at the start of each month. Ad-hoc work is invoiced on completion or monthly in arrears.

Invoices are payable within 14 days by bank transfer. We reserve the right to pause work on overdue accounts.

Either side may end a retainer with 30 days' written notice. Ad-hoc work can be stopped at any time; you pay only for hours already worked.

Scheduled calls cancelled with less than 24 hours' notice may be charged in full.

Digital products are delivered immediately on purchase. By buying, you agree to waive the 14-day cancellation right that would otherwise apply to digital content, so purchases are non-refundable once accessed.

Course materials are for your personal use only and may not be resold, shared or reproduced.

Coaching is guidance and support. We cannot guarantee a specific income, client count or business outcome.

You agree to provide the access, information and approvals needed for us to do the work, and to respond to queries in reasonable time.

You remain responsible for decisions taken in your business, including anything sent or published on your behalf with your approval.

We treat your business information as confidential and will not share it beyond what is needed to deliver the service. Virtual assistants placed through us work under confidentiality agreements.

Virtual assistants placed through Virtuella are self-employed contractors. We vet carefully and stay involved during onboarding, but they are not our employees.

If a match is not working, tell us. We will re-match you at no additional placement cost.

Approaching a VA we have introduced to you in order to work outside this agreement is not permitted during the engagement or for six months afterwards.

Nothing in these terms limits liability for death, personal injury or fraud. Otherwise, our total liability in connection with the services is limited to the fees paid in the three months before the claim arose.

We are not liable for indirect or consequential loss, including loss of profit or business opportunity.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Questions? Email ella@virtuella.info.