Terms & conditions.

Any additional-hour rate, working hours and response times will be confirmed in writing before work begins.

JENVA · Professional Virtual Assistant Services
Email: jen@jenva.co.uk · Telephone: 07471 538308

1. Services

JENVA provides professional virtual assistant and administrative support services to individuals, entrepreneurs and businesses.

Services may include:

Administrative support

Diary & Schedule management

Email and inbox management

Diary and calendar management

Customer service

Data entry and research

Document Generation

Telephone Handling

Event Management

Client Liaison

Recruitment of staff

Sourcing Products and Services

Processing Paying Invoices

Travel and Accommodation Booking

Online business support

Booking and scheduling

General virtual assistance

Other services agreed between the client and JENVA

The exact tasks and priorities will be agreed with the client.

2. Monthly Packages

Clients can choose from the following monthly support packages:

Package	Monthly Fee	Maximum Hours
10-Hour Starter Package	£295 per month	Up to 10 hours
15-Hour Most Popular Package	£395 per month	Up to 15 hours
20-Hour Premium Package	£495 per month	Up to 20 hours

The package selected provides the client with up to the stated number of hours of virtual assistant support during each monthly billing period.

The monthly fee is payable regardless of whether the client uses all of their allocated hours.

3. Use of Hours

Hours are available for use during the client's monthly billing period.

Unless otherwise agreed in writing:

Unused hours do not roll over into the following month.

Unused hours cannot be exchanged for a refund or cash payment.

Hours cannot be transferred to another client or business.

Hours are allocated according to the package purchased and cannot be exceeded without prior agreement.

Time spent completing agreed tasks will be deducted from the client's available monthly hours.

Reasonable communication, meetings, research and administration directly relating to the client's work may also count towards the allocated hours.

The client may request an update on their remaining hours at any time.

4. Additional Hours

If a client requires more hours than their selected monthly package provides, additional hours may be available subject to JENVA's availability.

Additional work must be agreed before it is undertaken.

The price for additional hours will be agreed in writing before the additional work begins.

5. Payment

Monthly packages are paid in advance.

Payment is due on the agreed monthly billing date.

For example:

Up to 10 hours — £295 per month

Up to 15 hours — £395 per month

Up to 20 hours — £495 per month

Services may be paused if payment becomes overdue.

Any additional agreed services, expenses or hours outside the client's package may be invoiced separately.

All prices are in GBP (£).

If JENVA becomes VAT registered, VAT will be added where legally applicable.

6. Changing Packages

Clients may request to move between packages.

Any change will normally take effect from the next monthly billing period unless otherwise agreed.

For example, a client on the 10-hour package may request to move to the 15-hour or 20-hour package if they require additional support.

JENVA reserves the right to refuse a package change where sufficient capacity is not available.

7. Cancellation

Either the client or JENVA may terminate the ongoing service by providing 30 days' written notice, unless a different notice period has been agreed in writing.

Monthly fees already paid are generally non-refundable once the relevant billing period has started.

Any outstanding invoices must be paid before the service is considered fully terminated.

8. Client Responsibilities

The client agrees to provide all information, instructions, passwords, access and materials reasonably required to complete the agreed work.

The client is responsible for ensuring that information supplied to JENVA is accurate and up to date.

The client is also responsible for providing clear instructions and reasonable notice for tasks and deadlines.

If a task cannot be completed because the client has not provided the required information or access, JENVA will not be responsible for any resulting delay.

9. Confidentiality

JENVA will treat confidential client information as private and confidential.

Information relating to the client's business, customers, finances, passwords, systems and operations will not knowingly be disclosed to third parties except where:

The client has given permission;

Disclosure is required by law; or

Disclosure is necessary to provide an agreed service.

Both parties agree to take reasonable steps to protect confidential information.

10. Data Protection

Both parties agree to comply with applicable UK data protection legislation.

Where JENVA processes personal information on behalf of the client, the client remains responsible for ensuring that they have the appropriate lawful basis and permissions for providing that information.

Reasonable measures will be taken to protect client information and personal data.

11. Communication and Availability

Working days and hours are agreed with each client before work begins.

Expected response times are agreed as part of the working arrangements.

The service does not provide 24-hour or emergency support unless specifically agreed in writing.

Urgent or last-minute requests will be accommodated where reasonably possible but cannot be guaranteed.

12. Deadlines and Priorities

Clients should provide deadlines and priorities as early as reasonably possible.

JENVA will make reasonable efforts to complete tasks within the agreed timeframe.

Where the amount of work requested exceeds the client's available monthly hours, the client will be informed and asked to prioritise tasks or agree to additional hours.

13. Third-Party Services and Expenses

If completing a task requires a paid third-party service, software, subscription, postage, advertising spend or other expense, the client will be informed before the expense is incurred.

The client must approve such expenses in advance.

Third-party costs are not included within the monthly package unless specifically agreed.

JENVA is not responsible for failures, outages, changes or technical problems affecting third-party platforms.

14. Intellectual Property

Unless otherwise agreed, work specifically created for the client as part of the services will belong to the client once all relevant invoices have been paid.

JENVA retains ownership of its pre-existing templates, systems, processes, methods, materials and general knowledge.

15. Work Outside the Scope of Services

JENVA reserves the right to decline work that:

Is illegal or unethical;

Requires professional qualifications that JENVA does not possess;

Presents an unreasonable risk;

Falls outside the agreed services;

Requires specialist legal, financial, medical or other professional advice.

Where possible, the client will be informed if a requested task falls outside the agreed scope.

16. Liability

JENVA will provide services with reasonable care and skill.

However, JENVA will not be responsible for losses resulting from circumstances outside its reasonable control, including third-party software failures, internet outages, technical problems, inaccurate information supplied by the client or delays caused by the client.

Nothing in these terms excludes or limits liability where such exclusion or limitation would be unlawful.

17. Force Majeure

Neither party will be liable for delays or failure to perform their obligations due to circumstances outside their reasonable control.

This may include serious illness, natural disasters, power failures, significant internet or technology failures, or other unforeseen circumstances.

Where possible, the affected party will notify the other party as soon as reasonably practicable.

18. Changes to Pricing

JENVA reserves the right to review and change its package pricing.

Clients will receive reasonable written notice of any price changes before the new price takes effect.

Existing agreements will continue under the current pricing until the effective date of any notified change.

19. Agreement to These Terms

By purchasing a virtual assistant package, making payment, or instructing JENVA to begin work, the client confirms that they have read, understood and agreed to these Terms & Conditions.

These Terms & Conditions should be read alongside any separate proposal, service agreement or written scope of work provided to the client.

20. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will first be addressed between the client and JENVA in an attempt to reach a reasonable resolution.

Where a dispute cannot be resolved, the courts of England and Wales will have jurisdiction, subject to any applicable legal rights.