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1. Services Provided

Productive Edge agrees to provide virtual assistant services as agreed in writing with the Client. These may include (but are not limited to) administrative, marketing, customer support, or other professional support tasks.

2. Term & Termination

This agreement is on a rolling monthly basis and will continue until terminated by either party. Either party may end this agreement by giving one month’s written notice.

3. Fees & Payment

All fees are payable in advance, no later than the 1st of each month.

Services are billed either as a monthly package or in “support units” (blocks of hours).

If payment is not received on time, work may be paused until payment is made.

The Client may, from time to time and subject to availability, choose to upgrade their monthly plan or purchase additional support units to increase their service capacity.

The Client will be informed when their available hours reach an agreed threshold, allowing them the option to increase capacity as needed.

4. Rollover & Expiry of Hours

Up to 2 unused hours from a monthly package may be rolled over to the following month. Any hours beyond this are forfeited.

Upon cancellation, any unused hours remaining after the notice period ends, will be forfeited without refund.

For support units, hours are valid for 45 days from the date of purchase. No refunds will be issued for unused or expired support units.

5. Subcontracting

Productive Edge may delegate or outsource tasks to trusted subcontractors or team members where appropriate. All subcontractors will operate under the same terms and standards set out in this agreement. Productive Edge will remain the main point of contact and will be responsible for the quality and delivery of services.

6. Expenses

Any expenses incurred in the course of providing services to the Client, including but not limited to printing, postage, call charges, subscriptions, or any other out-of-pocket expenses, will be chargeable to the Client. The Client agrees to pay an allowance for these expenses in advance. These amounts will be billed separately and added to the monthly invoice as required.

7. Access & Login Information

The Client is responsible for providing Productive Edge with any necessary access/login information for systems, platforms, and subscriptions required to undertake duties on behalf of the Client. This includes any third-party software or tools that Productive Edge may need access to to perform the agreed-upon services.

The client is also responsible for organising and paying for training on any platforms or software. Time spent on training, unless agreed in advance, will be chargeable against the time billed.

8. Reporting

Productive Edge will provide the Client with a monthly work log detailing how time has been spent across tasks. Where agreed, Productive Edge will also provide progress updates outlining progress and outcomes relating to tasks.

The Client may specify a time limit for specific tasks, where reasonable; work on these tasks will be paused once the allotted time is used unless otherwise agreed.

All activity is recorded and rounded up to the nearest 15 minutes.

Where a client portal is provided for communication or reporting, it will be deactivated and removed 60 days after the contract ends.

9. Referral Scheme

From time to time, Productive Edge may run a referral reward scheme, with the agreed referral fees either credited against future billing or paid directly to the Client at the Client’s preference. To allow for a cooling-off period for new Clients, referral fees will become payable 30 days after the referred Client’s contract start and payment.

10. Confidentiality

Productive Edge agrees to treat all client information as confidential and will not disclose it to any third party without permission unless legally required to do so.

11. Independent Contractor

Productive Edge operates as an independent contractor, not as an employee. Productive Edge is responsible for its own taxes, insurance, and equipment. This agreement does not create an employment relationship.

12. Ownership & Intellectual Property

All work created during this agreement becomes the property of the Client once full payment is received.

13. Liability

Productive Edge will perform services with reasonable care. However, liability for any loss or damages (direct or indirect) is limited to the total amount paid by the Client in the previous month.

14. Governing Law

This agreement is governed by the laws of England and Wales.

15. Service Commitment & Availability

Productive Edge will use reasonable care and effort to complete all agreed tasks within the timescales discussed with the Client. While every effort will be made to deliver work promptly and to a high standard, no guarantee of completion time is given unless explicitly agreed.

The Client will be informed of any planned unavailability (e.g. holidays) in advance. In the event of unplanned disruption (e.g. illness, emergencies, or technical failures), the Client will be notified as soon as reasonably possible. Productive Edge will aim to minimise disruption and may reassign work to team members or subcontractors where appropriate.