FAQs

FAQs

Will I work with the same assistant on all tasks?

You are assigned one primary assistant with whom you will communicate and who will personally handle most of your tasks. This person's goal is to develop a trusted relationship with you, get to know your business, learn your preferences and be able to anticipate your needs. If a particular task or project requires special skill or expertise, you can count on your assistant to work closely with the "Jan & Susan" (hereafter J&S) professional who can best complete it.

How do I communicate with my assistant?

You can reach your assistant by phone, email, text or online chat during normal business hours, Monday-Friday, 8am-6pm (EST). You can also communicate via an online workspace where tasks and projects are managed. Each task or project must be submitted in writing; if you have more than one task, please submit each request separately.

What's the difference between a task, a project and a premium service?

J&S defines a “Task” as an assignment which is scheduled in 15-minute increments and charged against your monthly limit. ᅠA “Project” is defined as an assignment which is larger in scope and/or estimated to require more time than your monthly hour limit. ᅠA "Premium Service" is an ongoing service such as website hosting, payroll processing or online scheduling which has a separate monthly fee. Price quotes for projects and premium services will always be provided in advance for your approval.

How soon will my tasks be completed?

Your assistant makes every effort to complete tasks within 24 hours; tasks submitted after business hours, on weekends or holidays will be completed within 24 hours of the start of the next business day. ᅠIf a task can't be completed within 24 hours, your assistant works with you to set a reasonable deadline for completion.

What is the refund policy?

There is a three month minimum commitment requirement for subscription plans; any plan may be canceled after three months. To cancel, just contact your assistant.ᅠ Annual subscriptions are a yearlong commitment that will be billed and paid in advance with a one-time payment covering the full cost of the subscription for the year; annual subscriptions are non-refundable. 

How many hours are included with One Day VA? What about unused hours?

Choosing a one day virtual assistant includes as much work (or as many projects) as can be completed within a pre-scheduled eight hours. The date must be confirmed by J&S prior to purchase. There is no refund for unused minutes or hours.

What if my tasks or projects take more or less time than allowed in my monthly plan?

There are no refunds for unused tasks/time. If your tasks or projects require more than the monthly plan allows, you may upgrade to a higher plan or being charged at the end of the month at a rate of $8 per extra task or $32 per hour.

What if I have an urgent task outside of normal business hours?

If you have a task that can't wait until the next business day, your J&S assistant makes every effort to accommodate urgent requests which must be completed outside normal business hours. Urgent tasks are charged against your monthly hour limit and subject to an additional fee of $8 per task/$32 per hour.

How am I billed each month?

Monthly subscriptions are billed and charged to your credit/debit card on the date service begins. Premium services are billed when ordered. Ongoing premium services (payroll service, for example) are billed in advance and charged to your credit/debit card on the first day of the month. Any fees for extra hours over the limit, urgent requests outside of business hours or special projects will be charged to your credit card at the time of service. See pricing plans.

Can another person share my account?

You may designate one additional authorized user on your account—this could be a business associate or family member who can submit tasks on your behalf and communicate directly with your J&S assistant.  If you have more than one additional authorized user, each person must have his/her own monthly account.

Can I specify the computer programs/apps I want my assistant to use?

J&S assistants are proficient in commonly used programs for both Mac and PC, including MS Office (Word, Excel), Apple products (Pages, Numbers), Adobe products (PhotoShop, Illustrator, InDesign, Acrobat, Muse) and more. We also are experienced users of many cloud-based apps such as Google Apps, Basecamp, Highrise, LiveChat, Evernote, Dropbox, MailChimp, SnackTools, Asana, Olark, Squarespace and Slack.