Terms and Conditions of Trade
Support When Required take pride in providing flexible and bespoke support to our clients and as a result we operate in an open and transparent basis. We value our relationships with all our clients and you can ensure that we will protect your reputation. All work is completely confidential with contracts and confidentiality agreements issued and signed at the outset.
Charges are agreed depending upon the work and skill required and payment can be fixed for special projects or at a flexible hourly rate and we will work within a specified budget. Regular reviews will ascertain if the level of support provided is still effective and adequate and amended if or when necessary. We are only an email, text or phone call away.
An initial minimum commitment of one hour is required, after which charges will apply in 15-minute increments with fully itemised invoices.
The hourly rate is for agreed professional services to include time spent on the project or task and any liaison with the client in person, by phone or email.
Office hours are 9am to 5pm Monday to Friday, but work will be considered out-of-hours by prior arrangement (if possible) and at a premium of 25-50% on the standard agreed rate.
Expenses incurred for stationery & printing, post & packing & phone calls or travel will be itemised & charged separately at cost price.
In order to arrange and book travel or accommodation, credit/debit card details will need to be supplied.
A written client contract & confidentiality agreement detailing all services required will be issued & signed by both parties before any work commences.
Client documents will not be kept any longer than necessary & all files are backed up offsite daily.
We are registered for Data Protection with the Information Commissioners Office (ICO).
We are fully insured for Professional Indemnity.
Payment for hourly charged services will be invoiced upon completion of the work or at the beginning of each month. Payment terms are strictly 14 days.
If work needs to be completed for set deadlines, these need to be specified and agreed at the outset.
We will endeavour to ensure that all completed work is error free, but final proofreading is the responsibility of the client. Any errors should be reported within one week of project completion.