Any contact for brief discussion is recommended to be in writing, via email or post. However, voice calls either via the telephone, Zoom or similar are more than welcome. These will be noted and emailed to the client to ensure clarity of the tasks or discussions outlined in the conversation. This eliminates any miscommunication or confusion.
Every piece of work requires approval by the client. Although every effort is taken to make sure any work undertaken is error free, work is done by a human, not a machine and errors may possibly slip through. Any errors on Virtual Bird’s part will be corrected free of charge. Any amendments requirement through fault of the client will be charged at the standard hourly rate.
Any documents sent to Virtual Bird via post should be sent using Royal Mail recorded delivery to ensure safety of delivery. It is also recommended that photocopies of any documents, as opposed to the original, should be sent just in case.
Virtual Bird will not be held liable or responsible for the end use of any document or work carried out by us. We retain the right to reject work which involves material we feel is illegal, immoral or objectionable.
A progress report will be sent via email on a regular basis (Frequency depends on the nature and time span of the project or task). These will include any completed work or items needed for approval. All work completed is backed up on OneDrive, and then will be kept for a period of 28 days before being deleted, unless expressed otherwise, or the work is ongoing.
Payments can be made via PayPal or Bank Transfer. In both cases an invoice and receipt will be sent outlining the amount paid and the work completed. If you require to pay with a different method than those stated above, please ask before work commences.
All charges are billed on either a project basis, retainer basis or hourly basis.
With respect to hourly basis, the charges are based on the time of work completed. If less than 1 hour is worked, the time will be divided on the standard hourly rate.
Retainer packages must be paid in advance and unused hours can be carried over for up to 3 months.
Phone calls to discuss the brief or business development at the request of the client are billed at the standard hourly rate.
If the client’s original requirements change, Virtual Bird reserves the right to change our original quotation or following a suitable consultation with the client.
All work will have an estimated time frame allocated, however sometimes tasks can take more or less time than anticipated. Your final bill will reflect this and you will be informed if such a situation arises.
If you require work to be completed within a certain amount of time, please state this before work commences. In certain cases an extra charge will occur.
If turnaround of work of 24 hours is requested, additional charges may be applied, this charge will also be incurred if out of hours work is specifically requested.
Payment is required ahead of work commencement unless otherwise agreed. If payment on account is agreed, payment must be made within 14 days from receipt of invoice. Failure to pay within 14 days will incur a £10 penalty charge per 7 days the balance is outstanding.
No further work will be undertaken whilst there is an outstanding invoice.
Extra expenses such as printing, postage, and any other specific expenses required will be charged separately to standard hourly rate.
Cancellations and refunds
If you require work to be commenced before your 14 day cooling off period, you waive the right to a refund.
Following the 14 day cooling off period, refunds are not permitted.
Should you pay for services and not provide a brief, you are permitted to submit your brief for up to 3 months following payment – after 3 months you forfeit your right to undertake services and your payment will be retained as a deposit for being available to complete work in the prior 3 months. This also applies to web design clients, website briefs must be fully completed and returned within 3 months of payment being made, any information given after this date and project sign off will be required to be paid at the standard hourly rate.
Virtual Bird guarantee the highest level of confidentiality at all times. We do not pass or sell client information on to 3rd parties unless requested to do so by the client. If required we are happy to sign a confidentiality agreement.
Coaching & Packages
Virtual Bird will seek to enable the client to set and achieve goals that will help to achieve desired outcomes for the client. The client has sole responsibility for any decisions and implementation they may make following coaching with Virtual Bird.
Virtual Bird accepts no liability for the client’s actions and has no liability for any loss incurred by any client, whether financial or otherwise, following commencement of coaching sessions, or for any perceived failure by the client, whether justified or otherwise, to achieve a material improvement in quality of life or to achieve their desired outcomes or goals.
A minimum of 4 hours is required to reschedule any coaching sessions.
For packages with a specific allocated timeframe, Virtual Bird reserves the right to extend the package length at our discretion to enable clients to get the most from their investment.
For packages with no specific allocated timeframe, a rough guideline will be given for the business journey, however this is subject to client implementation, learning styles and prior capabilities of the client.
Coaching and other packages are non-refundable for any reason once the 14 day cooling off period has ended.
By giving approval for work to be commenced, you agree to the terms outlined above & any specific terms outlined below which are particular to your project.
Virtual Bird 2021