Frequently Asked Questions
Clear up any doubts about our procedures here.
FAQ
How can I communicate with you and provide task lists?
We use 'Asana' – a task management platform. You can add the tasks that need to be completed and track the progress directly on the platform. If additional details or information are necessary, we will contact you via WhatsApp, email, or SMS. If you prefer another method of contact, we are flexible, although most of our clients prefer to use WhatsApp for task updates.
What if I don't use all my hours in the month?
Unused hours from your contracted plan do not carry over to the following month.
How can I track the hours I'm using?
We use 'Clockify' – a platform to monitor the time spent on each task. You will be notified when you are approaching the limit of hours included in your plan.
What happens if I need an urgent service?
For tasks that require immediate attention, depending on our team's availability, the fee will be 1.5 times the normal hourly rate for clients without a monthly plan. For clients with a monthly plan, an additional 50% of the time spent on the service resolution will be charged.
What happens if I exceed the hours in my plan?
Additional hours will be charged at €40.00 per hour (VAT applicable at the current rate). If you use 25 minutes beyond your plan, you will be charged for each half-hour (€20.00 - VAT applicable at the current rate).
What is the response time for tasks?
The response time depends on the complexity of the task. We strive to complete tasks as quickly as possible, and you will be informed about the progress.
How can I modify or cancel a task?
You can modify or cancel tasks directly in Asana up to 24 hours in advance. For urgent changes, please contact us via WhatsApp or email to ensure adjustments are made in a timely manner. If a task is modified or canceled after it has begun, a minimum of 1 hour of service will be charged.
How can I provide feedback on the services?
We value your feedback and are always open to suggestions. You can send comments and suggestions via WhatsApp, email, or directly through Asana.
What payment methods are accepted?
We accept various payment methods, including bank transfers and online payments. Please contact us for details about the available options.
Is a long-term contract required?
No, our services are based on flexible plans without any commitment. For monthly plans, contracts renew on a monthly basis. If you wish to cancel or change your plan, you must inform us in writing 30 days in advance.
Are your services exclusive to individuals?
No, our plans and all our services can be requested by both individuals and businesses.
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