Delivery

v        If desired, projects can be delivered via email, ftp download, Dropbox.com, CD/DVD, or other as requested by client.

v       No charge for e-mail delivery or download from website. (All project files are virus checked before transmission).

v         Any mail or package over 1 ounce will be billed at current USPS rates.

v         Other delivery methods will be billed to customer at cost (ie: FedEx, UPS, etc.).

 
General Information

v         Hourly rates are billed in 15 minute increments with a 1 hour minimum per project.
v         Pricing includes, if requested, 1 draft copy for proofreading and revisions.
v         Client changes/revisions will be billed at the regular hourly rate.
v         Most projects will be completed in the late evening hours and will either be delivered to your email inbox, made available for download from our website, client Dropbox, or sent by courier the following day.  Client may specify the desired media transfer. 
v         We may be contacted in the office between the hours of 9:30 a.m. and 9:30 p.m. Pacific Time.  If a specific need arises, a message service is available after hours but is not guaranteed to be answered until the following workday.  Please note that an additional service fee will be applied to “RUSH” and immediate turnaround projects.
v         We are available for receipt of projects Monday thru Saturday.  Our office is closed on Sunday.
v         All estimates are based on information provided during initial review and consultation of project. Final invoice is based on actual project requirements and may differ from estimate cost. Differences greater than 25% between estimate and actual will be discussed with client prior to project completion.
v         Final responsibility for proofreading and approval of the final draft lies with the client. After this approval, Pen & Letter Virtual Assistance cannot be held liable for errors or omissions.
v         Client files will be stored for the period of one year, free of charge, with the exception of a Retainer Plan being in place or other requests have been made. Under a Retainer Plan, files will be stored for up to five years at no charge, unless otherwise requested.  If a client provides project information on disk, the client is responsible for retaining a backup for safe keeping. Pen & Letter Virtual Assistance cannot be responsible for loss due to error or damage.
v         All project information is held in strict confidence via our signed Confidentiality Agreement, and will never be disclosed without Client written consent. This document can be signed and provided upon request. 

 

Payment Policy & Terms of Service

v         Local Clients – For services totaling $50.00 or less, payment is due prior to receipt of completed project. For larger projects, a deposit of 50% of project estimate will be required for project to commence. Payment is due in full prior to delivery of completed project, unless billing arrangements or agreements have been made in advance (ie: the Monthly Retainer Plan).

v         Distance Clients – Until a work history has been established, a deposit of 50% of the project estimate will be required for work to commence. Balance of payment is due in full prior to delivery of completed project, unless otherwise agreed upon.

v         Supplies, materials, postage, or any other items purchased on your behalf for the specific completion of your assigned project, will be billed separately. These are usually paid up-front, unless other arrangements have been agreed upon.

v        Invoices are prepared bi-monthly and payment is due within 5 days of receipt, unless otherwise agreed upon. However, for smaller projects, invoices are submitted and due prior to delivery of completed project.

v         As an option, invoices may be paid via credit card, utilizing PayPal. For convenience, click the PayPal button below to be linked directly into our business account for an ease of payment.

v         Unpaid accounts 30 days over project completion date are subject to an additional $30.00 monthly late fee. This fee will continue to occur for each 30 day period in which the account remains unpaid.

v         Returned checks are subject to a $40.00 NSF fee and no projects will be accepted or work continuing until the debt is settled.

 

v         Retainer fees are paid monthly and are due between the 1st and the 5th of each prospective month to reserve the desired hours and guarantee the discounted rate.  To secure a retainer, there are no contracts involved; a client is simply to pay the corresponding amount for desired hours within the perspective month, being received between the 1st and the 5th, on a month-to-month basis. 

v         Retainer Plans cannot be purchased after the 5th of the month. Clients cannot switch to a retainer plan after hours worked are invoiced at the regular rate.  

v         All hours within your chosen retainer plan must be used within the month purchased. 

v         Unused hours are non-transferable; cannot be applied towards the following months' services; cannot be used for credit towards future services; and are non-refundable. 

v         Please Note: hours purchased within a Retainer Plan are not valid toward on-site services, highly skilled desktop publishing, logo or graphic design projects.  These services are billed at an agreed upon additional hourly fee, with payment due with the next billing cycle.

v         Any applicable taxes, supplies, materials, postage, or any other items purchased on your behalf to complete your assigned project, are not included in retainer fees.  These items are billed separately and are usually paid up front, unless otherwise agreed upon.

v         As an option, invoices may be paid via credit card, utilizing PayPal. For convenience, click the PayPal button below to be linked directly into our business account for an ease of payment.

v         Returned checks are subject to a $40.00 NSF fee and no projects will be accepted or work continuing until the debt is settled.

 

** We Accept Credit Card Payments via PayPal **
     For your convenience, the following link will direct you to our account: