Frequently Asked Questions
Q: What are your hours?
A: We can be reached and can be expected to respond quickly between 8 am and 5 pm ET, Monday through Friday with slower response times midday. We occasionally check our messages in the evenings and on weekends, but that is more the exception than the rule.
Q: What’s the best way to reach you?
A: Using the portal within HoneyBook will send us an email, but also helps keep all our communications in one place, so this is best. Emails and texts are also options, but less reliable. We are also on Voxer during business hours. We’ll give you the contact information during onboarding.
Q: How do I communicate assignments?
A: For virtual assistant services, your fees include 30 minutes per week which does not count against your pre-paid hours. Please communicate with your VA during onboarding on how you’d like to attend your check-in (phone call, Zoom, Google Meet, etc.). Any time spent in that meeting over 30 minutes will be applied toward your pre-paid hours; we do not roll over the check-ins from one week to the next.
Q: I need a meeting that’s more in-depth.
A: We are happy to jump on a quick call if time allows. If you need more than 15 minutes, please give us 24 hours' advance notice to schedule.
Q: Who do I contact if you are out of the office?
A: Reach out to us via HoneyBook and one of your team members will be able to respond within 24 hours.
Q: Am I allowed to pause work with the VA if I need to?
A: Yes. Any hours that you haven’t used will be held for you for 90 days, after which time you will forfeit the hours.
Q: What happens when my VA meets their hours for the month and I still have more tasks for them?
A: We do our best to estimate hours as closely as possible. Should your hours be used before the end of the month, we will reach out to you. You can either choose to add additional hours to your account by making a payment or pause the work until the following month.
Q: Do my hours roll over if they’re not used by the end of the month?
A: We have a minimum requirement of 8 hours per month, so if you use less than that, they do not roll over. However, if you pay for more than 8 hours, any time OVER 8 hours that is not used will be rolled over to the next month, and we’ll just ‘top you off’.
Q: What time zones do you work in?
A: We serve clients located all over the United States.
Q: What types of contracts do you provide? (Monthly, weekly, short-term, long-term…)
A: Most of our clients are monthly clients, but we also offer one-off projects. Our Efficiency Diagnostic Evaluation is performed in a VIP day format.
Q: When is payment due? What forms of payment do you accept?
A: Payment is due before work begins, and we send out invoices at the beginning of each month. If we use up the prepaid time before the month ends, we will contact you to determine if you’d like to add additional time to your account or pause work until the next billing cycle.
We accept all major credit/debit cards, bank transfers, and PayPal. Bank transfers are preferred due to lower fees. If you’d prefer to mail a check, please let us know and we can set that up for you.
Q: Can I change my VA if my current VA isn’t a good fit?
A: Yes. Please reach out to Kristen to discuss the options.