Business Policies

 

Office Hours
I can be reached between 9 AM and 7 PM CET Monday through Friday, except on holidays (see Holiday section). If you need assistance outside of normal business hours, please let me know and I will assist you as best I can. Please note that all tasks assigned by clients are estimated to have a 48-hour turnaround period.

Tasks and Projects
I use either Asana or Trello to communicate tasks with clients, based on the client’s preference. If the request was received during a holiday or weekend, you will receive a response before the close of the business the following workday.

Contact Information
You will receive your contact information after your team is created in the task management system. I will respond within 24 hours, except on holidays and weekends.

If you have questions or concerns that are not task-related, please contact me.

All packages include status call with me per month. In the case of urgent concerns, I should be contacted via email.

Status Meetings
I will schedule monthly status meetings with you to discuss tasks, priorities, and any issues. This will be set up after our initial strategy call.

Holidays
I observe the following holidays:

New Year’s Eve and Days (December 31/January 1)
New Year’s Day (January 2)
Orthodox Christmas Eve (January 6)
Orthodox Christmas Day (January 7)
Orthodox New Year’s (January 14)
Statehood Day of the Republic of Serbia (February 15 / February 16)
Orthodox Easter Day (2 days in March or April)
Veneration of the family’s patron saint (November 16)

Vacation
I will provide 3 weeks.You will be notified before any vacation time. Someone will be available to cover my absence and make sure there is no oversight in service.

Sick Time
I will notify you as soon as possible if I’m sick and unable to work. You will be given the option of another assistant to cover in my absence. If my illness is prolonged and interferes with my ability to perform the tasks or complete projects for the month, it can be deducted from your bill if no substitute assistant is available.

Billings
Packages require a 50% deposit at the beginning of the month and the rest of work will be charged at the end of the month.

Payments
I accept payment by Paypal or Payoneer.

Services will cease after payments are 7 days past due.

Refunds
Because I offer intangible goods and services, I do not offer refunds.

Rush Hours
All tasks assigned to me is understood to have a 48-hour turnaround time unless other arrangements are made in advance. If a task arises that needs to be completed in less than 48 hours, acceptance of the task is at the discretion and will incur a $30 rush delivery fee that will be added to your next invoice.

Tools
Trello/Asana – Task management system.
Dropbox/Google Drive – for sharing files associated with tasks/projects.
Skype/Zoom/Flock – chatting and training.
HelloSign – for electronic contracts and signatures.
LastPass – secure password sharing.
Calendly – scheduling calls, meetings, and appointments.