Get answers to the most common questions about Virtual Workmate

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Frequently Asked Questions

1. What happens if I don't want the Virtual Assistant assigned to me?

 If you don’t want the Virtual Assistant assigned to you then please let us know and we can change this for you at no extra cost.

2. What about confidential information?

All our Virtual Assistants have signed a Non-Disclosure Agreement (NDA) to protect your confidential information. If you require any form of an online course to be undertaken then we are happy about this.

3. How are my hours tracked?

All Virtual Assistants will track their time and advise you after each task how much they have spent. Our Virtual Assistants will notify you when you a low on hours, it will then be your decision to add more hours if required.

4. Are the plans flexible?

 Yes, you can amend, cancel your plan at any time. Just let your Virtual Assistant know.

5. What Virtual Assistant will be assigned to me?

We will find out what requirements you are after, we will then give you a few different Virtual Assistants for you to then choose from.

6. Can my Virtual Assistant's make payments?

Yes, you can supply your Virtual Assistant with your payment details securely or you can provide your Virtual Assistant with a pre-paid Mastercard.

7. Where will my Virtual Assistant be located?

Currently, our Virtual Assistants are located in the Philippines.

8. How do you provide a high-quality service at up to 50% less than other well know Virtual Assistant providers?

While we are a UK company registered and headquartered in the UK, all of our VAs are based in the Philippines. With high levels of education, but low living costs and wages, we can pass on the savings to you. In most cases, you save over 50% when compared to other high-end Virtual Assistant providers but without sacrificing any of the quality, trust and security.

9. How long will I work with my Virtual Assistant?

As long as you want! If you are happy with your Virtual Assistant they’re yours as long as you keep your monthly membership.

10. How do I communicate with my Virtual Assistant?

We find online video calls to be one of the most cost-effective and easiest applications to use for video conferencing and phone calls, but you can email, WhatsApp, etc– it’s up to you! We can also look into other communication methods if you prefer.

11. Will my Virtual Assistant be working on the weekend?

Our team work standard business hours (Monday to Friday). You can submit your tasks anytime, day or night, weekday or weekend and your Virtual Assistant will receive the task(s) the following business day to begin working on them.

12. How does holiday allowance work?

Your Virtual Assistant will always consult you before booking a holiday to avoid missing peak times for your business. While they are away we can arrange cover should you need it.

13. What If I only need one hour of support?

If you don’t think you’ll need the amount of work that makes up a package, you can simply purchase individual hours. Individual hours are charged at £12 per hour and are invoiced at the end of a week/project (whichever comes first). All invoice payments are due within 7 days of receipt of the invoice.

14. Am I tied to a contract?

No, you can cancel your subscription at any time. However, please note that as money is taken on a monthly rolling basis, we cannot issue refunds if you cancel after your subscription renewal date.

15. Can I monitor my employee’s work?

Using state of the art technology we allow our clients to monitor their employee’s screens and stay in continuous contact using video calls.

16. How can we contact you?

Communication usually takes place via Skype and e-mail (official correspondence); some clients communicate with us additionally through their mobile applications, such as WhatsApp, Viber or other available means of communication. If it is necessary, we organize joint conferences with the help of other available communication services at the appropriate time agreed by the parties.

17. Can I swap my Virtual Assistant if needed?

Sure, we will consider your request and will swap your Virtual Assistant as soon as possible

18. How many hours can Virtual Assistant work with my tasks?

Everything depends on your own needs and your business needs. Taking them into account, we can choose the best package for your maintenance. Ultimately, you always can start with fewer hours and gradually increase them.

19. What kind of projects do you usually deal with?

Our team handles a variety of routine business tasks assigned to us by business people seeking help with product listings, order processing, graphics, managing spreadsheets, web research, word processing, social media management, website content writing and updating, web development, supplier research, and much more.

20. How many hours a week can I save?

You can save anywhere between 5 to 15 hours per week. You’ll save even more time than your assistant clocks in because we’re very experienced in administrative tasks and can typically handle them faster.

21. What if I’m too overwhelmed to train someone?

That happens. Fortunately, we can pair you with a Virtual Assistant who is already trained in the skills you need. Of course, you will have to show them the ropes of your specific business, but the good news is that they’ve already done similar work for other clients and they have a ton of experience in serving clients remotely.

22. Can I work with more than one Virtual Assistant?

We usually find that our clients tend to stay with one Virtual Assistant at a time. However, you can have any number of Virtual Assistants assigned to you. It depends on your requirement and the particular skills of the Virtual Assistant.

23. What if I want to upgrade my plan or need more hours?

If you go over your limit you can purchase additional hours or upgrade your plan at any time. Just ask your Virtual Assistant.

24. Can I cancel at any time?

Yes of course. Simply contact our Client Support team before your next billing cycle and we’ll take care of your request. If you have already been billed, your cancellation request will not take effect until the following month. We do not offer prorated refunds or cancellations for unused time.

25. What is the 14-day money-back guarantee?

Customer satisfaction is our top priority. In the event,  if you are displeased with the services provided, we will refund back the money, provided the reasons are genuine and proved after a quality check. Also, if you wish, we can arrange another virtual assistant to carry out the service for you. We’re confident that you’ll love our services, that we’re willing to offer a 14-day risk-free money-back guarantee. If you are not satisfied with the service for any reason, you can get a refund within 14 days of the final delivery of the project.

26. How does the pricing work?

You will be billed at the end of each month according to the plan you’ve signed up to. Prices for packages start at £60 per month for 5 hours. If you’re unhappy with the service, you cancel your plan anytime in the first 30 days.

27. Is there a setup fee?

No, you will only be charged for the plan you choose. There are no hidden costs.

28. Do I need to worry about payroll, taxes and other liabilities?

No, our Accounts Team look after all financial liabilities related to your employee.

29.How do I pay?

All of your payments – usually Direct Debit are processed through our third-party provider GoCardless. Your payment is taken on the same date each month. We also take one-off payments for an existing customer. The monthly price is a recurring subscription charge for using VA Services UK, which varies depending on the plan you choose.

30. How do I pay?

Please get in touch with us if you are unable to pay by Direct Debit. Depending on your geographic location, we may be able to accept payment by bank transfer or international wire transfer and on occasions debit/credit card (Note: cards will attract a 3% surcharge).

31. I'm outside of the UK. Do I have to pay VAT?

THE FOLLOWING IS SUBJECT TO BREXIT CHANGES. Please provide us with your EU VAT number. We will verify this via the VIES VAT number validation system (European Commission). We can then use the reverse charge scheme to remove the VAT from your invoices. Please let us know if you have an EU VAT number before you create an account.

We have tried to address as many question possible, encase we have missed something you would like to know, just drop us a message. We are a click away!