Excellent client service is paramount at Virtual Business and Accounting Services.  Which is why we aim to provide you with the highest level of support across our range of services. Where agreed we may bill on a flat fee, subscription based service, which means we’re not clock-watchers and we don’t always bill by the hour.  We value open communication and welcome your phone calls and meetings and messages. That said, while we love to have-a-chat, there is an expectation for clients to understand when dealing with us.

• Our Fair Use Policy is intended to ensure that our services are not used in an unreasonable manner.
• We reserve the right to vary the terms of this Fair Use Policy from time to time.
• We may rely on the Fair Use Policy where your usage of our services is unreasonable, as defined below.

Our service commitment to you
We strive to always treat clients fairly and honestly. As a result, our services to clients aim to be:
• efficient
• accurate, and
• reliable.

We aim to make our contact with clients:
• timely
• professional
• courteous, and
• fair.

We also expect that when clients liaise with our business and its representatives they too are courteous and fair at all times.
Our company policy does not tolerate the poor treatment of our staff, representatives or business.

Our staff aim to:
• be accessible
• provide accurate and meaningful information, and
• accept and respond to your feedback.

Making contact with us
You can contact us by phone, email or make an appointment to arrange a meeting. When contacting us by phone or email, we aim to respond to you either at the first point of contact or within 24 to 48 hours. If we cannot respond to your query within this timeframe, we will acknowledge your communication, let you know why we cannot fully respond and give you an estimated time when you can expect a more detailed response.

Unreasonable use
It is an unreasonable use of our services, where your use is reasonably considered excessive by Virtual Business & Accounting Services.

Examples of excessive use include:
– Repeated and consistent contact with Virtual Business & Accounting Services on matters that would otherwise be addressed through formal training or through use of other professionals, for example; lawyer.
– Excessive contact with Virtual Business & Accounting Services on matters that are clearly outside the scope of the outlined engagement.
– Regularly requesting information or advice on matters that have previously been advised or information provided.

Our Rights
If we reasonably consider your use of our services unreasonable, we may, at our discretion, cancel, suspend or limit our service in accordance with our agreement with you. We are also able as per the terms of service agreement, to charge for out of scope and excessive service use.

For any questions and notices, please contact us at:
Virtual Business and Accounting Services – ABN: 63 631 541 216

Last update: 08.02.2019

Get in touch for a free no obligitation quote, we will ask you some questions to ensure we tailor the solution to your specific requirements. You are in a good hands with us.