The nitty gritty.

Our Terms of Service

Confidentiality & Data Protection

We are insured to work with clients worldwide and our contracts are written in UK Law. 

All our virtual assistants are UK based and sign strict confidentiality contracts. 

Your information is held securely and backed up in accordance with UK Data Protection Laws, including GDPR.

We use secure email and ISO 27001 compliant cloud storage.

We are a registered Data Protection Controller (ICO Registration: ZA843259). Data controller is: Bethan Trueman, TEG Virtual, email: hello@tegvirtual.com, tel: 0800 689 5759 and all information requests should be made via email in the first instance. 

All original work will be returned to clients as soon as work is completed, unless otherwise requested.

On written termination of contract, we delete all client data held, excluding data held for our own tax records.

Our privacy policy is viewable at www.tegvirtual.com/privacy-policy

 

Our Website (www.tegvirtual.com) is governed by the following terms of use: 

By accessing or using the Site, you agree to use the Site in accordance with the following conditions:

You agree not use the Site for any purpose that is unlawful under any applicable law or prohibited by this Policy or our website terms and conditions of use; not to use the Site to commit any act of fraud; not to use the Site to distribute viruses or malware or other similar harmful software code; not to use the Site for purposes of promoting unsolicited advertising or sending spam; not to use the Site to simulate communications from us or another service or entity in order to collect identity information, authentication credentials, or other information (‘phishing’); not to use the Site in any manner that disrupts the operation of our Site or business or the website or business of any other entity; not to promote any unlawful activity; not to represent or suggest that we endorse any other business, product or service unless we have separately agreed to do so in writing; not to use the Site to gain unauthorised access to or use of computers, data, systems, accounts or networks; to comply with the provisions relating to our intellectual property rights and software contained in our website terms and conditions of use. 

We may edit or delete any submissions you make via the Site’s comments. 

Any disputes will be dealt with in English Courts. 

 

Payments 

Payments are due on receipt of invoice, unless otherwise stated in the payment terms on the invoice. 

TEG Virtual reserves the right to halt services and not to return work if invoices remain unpaid. 

Pre-paid hours are non-refundable and are valid for that calendar month only, e.g. hours bought in January are valid for January only and can only be used in the January of that year. 

Ad-hoc hours are billed in increments of 15 minutes.  All pre-paid hours are billed in actual time. 

Postage/courier fees are not included in our hourly rates and will be billed separately. 

Any non-standard office supplies are not included in our hourly rates and will be billed separately. 

Bulk printing (over 25 pages) will be outsourced and charged at cost and will be billed separately. 

 

Submitting Work 

Unless advised otherwise in our consultation, all work requests should be submitted to our central email hello@tegvirtual.com. This ensures we can schedule and track all work. 

We will acknowledge all work within an hour during business hours of Monday-Friday 9am-5pm.  If you haven’t received an acknowledgement, please call us on 0800 689 5759 and check we have received your email. 

All details (e.g. templates, passwords or processes, etc.) should be submitted along with work at time of submission.  We will not schedule or begin work on a project until all the materials are received. 

When submitting databases or marketing work, your virtual assistant may ask you how this information was obtained and ask for proof of validation in order to comply with GDPR. 

 

Rush Fees and Performance 

Our usual turnaround of work is within one week, although often it is much sooner.  The reason behind this is that we have sufficient notice to manage our projects, prioritise tasks and schedule work as necessary. This allows us to schedule our work effectively, manage expectations and meet deadlines. 

If you have an urgent job we will try and accommodate it but it will be subject to a rush job fee of 150%, regardless of the size.  This compensates us for having to move other clients in our schedule to accommodate your work. We will always inform you of this before beginning the work. 

For work which is over an hour long will be scheduled and you will be given an ETA when we acknowledge receipt of the job. 

For non-standard or one-off jobs turnaround times will be advised in the acknowledgement email. 

It is up to you to check work which we return and raise any queries forthwith thereafter. 

Holidays: We take UK bank holidays and between Christmas and New Year off each year.  If you have urgent work to complete during these times, we may be able to accommodate it as a rush job, but please check first. 

 

Digital Formats 

We work with the following programmes and file types (this is not an exhaustive list): Microsoft Office Suite, Adobe Suite, .MP3, .MP4, .PDF, .AI, .CSV, .DOC, .SVG, .WPRESS, .PNG, .JPG, .JPEG, .HEIC. We cannot guarantee that we will be able to support other formats or programmes. However, if you have a source file in another format, it may be possible to convert it; please call or email us for advice. 

We can accommodate file sizes up to 15MB. If you have a larger file than this, please call us and we can advise on the best way of transferring it to us. 

Please note we do not accept dictation in non-digital format. This includes audio tapes and handwritten notes. If you have typed notes we can arrange for these to be dictated into digital format and then transcribed for an additional fee. 

 

Data and Privacy 

We are insured to work with clients worldwide and our contracts are written in UK Law. 

Our privacy policy can be viewed at www.tegvirtual.com/privacy-policy. 

 

Cancellation Policy 

Please note that once you have booked an appointment with us it means that we have reserved time in our schedule exclusively for you. If you cancel your appointment less than 24 hours before it is scheduled to take place, you will be subject to a cancellation fee of £25.00. 

To avoid a cancellation fee, please provide cancellation notice at least 24 hours prior to your appointment. 

You can cancel or reschedule an appointment by emailing us at hello@tegvirtual.com or calling us on 0800 689 5759. 

 

Disclaimer and Applicable Law 

We will not be liable for any losses you might sustain arising directly or indirectly from our completed work. 

This contract shall be governed by UK Law. 

Our registered office address is: Kemp House, 160 City Road, London, EC1V 2NX 

Trueman Enterprise Group Ltd T/A TEG Virtual and TEG, is a company registered in England & Wales, registered company number: 12049233. 

 

 

Complaints Procedure

Trueman Enterprise Group Ltd (TEG Virtual) is committed to providing a quality service for its clients, associates and wider community and working in an honest and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and associates, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore, we aim to ensure that: 

  • making a complaint is as easy as possible; 
  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response; 
  • we deal with it promptly, politely and, when appropriate, confidentially; 
  • we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; 
  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures. 

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to: 

  • resolve informal concerns quickly; 
  • keep matters low-key; 
  • enable mediation between the complainant and the individual to whom the complaint has been referred. 

 

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed. 

Definition: a complaint as ‘any expression of dissatisfaction that relates to TEG and that requires a formal response’. 

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction. 

 

In the event of a formal complaint, we will: 

  • acknowledge the formal complaint in writing; 
  • respond within a stated period of time; 
  • deal reasonably and sensitively with the complaint; 
  • take action where appropriate. 
 

A complainant’s responsibility is to: 

  • bring their complaint, in writing, to our attention within 8 weeks of the issue arising; 
  • raise concerns promptly and directly with TEG, 
  • explain the problem as clearly and as fully as possible, including any action taken to date; 
  • allow us a reasonable time to deal with the matter; 
  • recognise that some circumstances may be beyond our control. 
 

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and TEG associate maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant. 

 

TEG Formal Complaints Procedure 

Stage 1 

In the first instance, if you are unable to resolve the issue informally, you should email us at hello@tegvirtual.com, so that we have a chance to put things right. In your email you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. 

You can expect your complaint to be acknowledged within 4 working days of receipt. You should receive a response and an explanation within 15 working days. 

Stage 2 

If you are not satisfied with the initial response to the complaint then you can email our Directors at hello@tegvirtual.com and ask for your complaint and the response to be reviewed. You can expect the Director to acknowledge your request within 4 working days of receipt and a response within 15 workings days, after discussion with our board of directors. 

We aim to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.