How We Work (The Policy)

The TimeFixr Team

The members are all carefully hand-picked by the director of TimeFixr. With over 7 years of administrative experiences in corporate environment, she picked with high quality and emphasized on the VA attitudes. She is the sole project manager for all incoming requests, oversees the tasks, and do a lot of the work herself to gain clarity, first-hand knowledge and knowing the clients by heart. All team members believe in what she believes – Supporting clients by providing expertise with a genuine heart!

Hours of Scheduled Meetings / Calls

Our active hours for scheduled meetings / phone calls are Monday– Friday from 9:00am – 5:00pm GMT. Our office is closed on the weekends. All e-mails will be returned within 24 hours during business days (Monday– Friday). 

Contract / Welcome Packet

It is necessary for new client to sign a service contract stipulating our mutual agreement on the services, except for the 2-hours On-the-Go client, unless you insisted. All new clients will receive a Welcome Packet from us together with the service contract. Welcome Packet consists of documents such as “Our Policy”, “New Client Information Intake”, ”Web Research Request Template”, “Credit Card Authorization Form”, “Hotel/Restaurant Search/Booking Form”, “Translation Request Template” and other useful templates that we designed for our clients. 

Communication

We work strictly on an email basis. We do have some limited availability for pre–scheduled phone/Skype calls, however not on a regular basis. We will not answer the phone unless pre-scheduled because we aim to give each of our client’s work our undivided attention without the interruptions of phone calls. If you wish to speak with us either by phone or Skype, we would ask that you send us a request via email at least 24 hours in advance. If it has to be less than 24 hours, just let us know and I will see what I can do. we can always be reached via email: candysiew@timefixrva.com.

Billable Hours

Any contact with the client is billable, including emails(if more than a simple answer required), IMs and phone calls. Time will be not be tracked in increments but instead for actual time used down to the minute. We use My Hours to keep track of any time we spend on a project for you. If requested, time reports can be made available on a bi-weekly basis.

Turnaround time

Projects and task turnaround times vary and we will discuss the length of time that will fit your individual needs and our schedule. We will be sure to keep you updated on the progress of the work and will let you know if the deadline we discussed needs to be adjusted. Due to the fact that each task and project is unique to each customer, times for completion will vary. We will respond to all emails and Skype messages within 24 hours (not including weekends and holidays). Rarely we will take any emergency or rush requests, but if you contact us and we have availability to do so, we can discuss it further.

Urgent or Holiday Work

We understand that sometimes you’ll have urgent task that requires immediate attention that is not stated in the service contract or outside of business hours. For these jobs, you will be charged a 10-20% surcharge for urgent delivery, after hours, weekends or holidays(holidays will be announced through email). No work will be done on Christmas Eve or Christmas, others will be negotiable.

Status Updates

For retainer clients, we will send a weekly status update every Friday (if requested). Other clients may request status updates and we will determine the frequency of these updates together.

Payments and Refunds

All payments must be made up-front via PayPal after contract signed and first invoice issued. If you do not have a PayPal account, PayPal will still accept credit and debit cards without it. Purchasing in this manner eliminates the need for us to chase down clients and spend extra time on accounting. On your end, this will help you know how much time and money you’re working with and no surprise bills.

Because of the nature of the work we do, there are no refunds. There is no way we can get back any of the time or hard work. However, we will work closely for the first few weeks to make sure we are synced and happy. If for some reason things aren’t going the way you had hoped, please do let us know in any way.

Referrals

If you are happy with our works, and introduced our services to your fellow network, we will happily credit your account (existing client) or pay you (non-client) with 20% of what we earn with your referral on their first invoice.

Confidentiality

We adhere to a strict confidentiality code and no information will be shared with a third-party. We take your confidentiality very seriously – all passwords are encrypted, and we use the highest level of internet security.