This page is strictly for clients of The Mindful Virtual Assistant.
Below are some of the FAQs received and their answers. Please bookmark this page for future reference.
Frequently Asked Questions
How do we communicate with MVA?
We know that we all live very busy lives. Especially as business owners. In order to keep communication streamlined, please use the following, in the order shown, to communicate:
1. Slack
2. Email
3. Phone [text-friendly]
We ask clients to use Slack as the first method of communication so we can maintain a structured, organized communication system for all work effort requests, status updates and deliverables. When messages are sent via multiple avenues, it can get confusing for both the client and MVA. Additionally, information can be lost, deadlines can be missed, etc. Having one place for communication for all parties involved is ideal for efficiency and productivity.
What is Slack?
Slack is an app-based communication tool that is super simple to use. You can send messages, share attachments, provide links related to work efforts, save messages for later, and even set reminders for yourself. The tool is available as a smartphone app and a desktop app.
Following the signature of a Service Agreement, we will create a private Channel and invite you to it so we can begin communicating with each other regarding work efforts, requests and deliverables.
What details are needed for work effort requests?
When requesting any work efforts, please be very clear and provide as many details as possible. The best bet is to think like a reporter when sending in work effort requests. If you can, provide MVA with the following:
• Who will be involved in the project (Are there any team members MVA will need to collaborate with?)
• What work will need to be done and what should the final deliverable look like (Include specifics like logos, images, fonts, sizing, colors, preferred layouts, etc.)
• Where does MVA need to perform the work (What systems will MVA need access to?)
• When does the work effort need to be completed (Be specific whether it’s 3 months or 11/22/20__.)
• Why is this work effort being done (What’s the intention, purpose or reason for this work effort?)
• How do you want MVA to perform the work effort (If there is a specific way, say so!)
Be sure to include any goals, timelines and all information that is pertinent for MVA to know. My goal is to complete the work effort in a timely manner and provide you with deliverables that meet your expectations. We understand that there will be some back and forth, but having as much information up front is helpful for all involved.
Also, do not forget about login information. We will need access to programs and systems you use and want me to use. You can share logins through your password manager or set up a call to share those with us verbally.
Are there specific hours in which the work will be performed?
One of the benefits of being a freelancer is that we are able to perform work efforts when we can, wherever we can. While we do have “office hours”, they change frequently based on the day-to-day. That being said, most of the work we perform will take place Monday through Friday. This excludes holidays, medical appointments, scheduled vacations and unexpected emergency situations.
On the first of each month, each client will receive an email newsletter that indicates everything we need you to be aware of during that month. The email includes a brief update, as well as any scheduled days off and on occasion, a tip that can help you in business.
Is there a term for my Service Agreement?
Yes! All retainer clients will be expected to sign a Service Agreement that indicates the working relationship will be continuous for 90 days. If the client wishes to continue working with MVA at the end of 90 days, they will be asked to sign an addendum.
For project clients, the Service Agreement will specifically indicate the length of the working relationship.
What are the fees for service?
Every client is unique and has their own wants, needs, priorities and budgets. Because of this, each client has their own unique agreed upon fee for services that MVA will perform. Please refer to your Service Agreement for additional information. If you need a copy of your signed Service Agreement, please contact us.
How do we pay for services?
How you pay for the services that will be rendered depends on your unique Service Agreement.
Currently [in 2025]
Retainer clients are invoiced on the first day of the month. These invoices should be paid within three (3) days. If an invoice is not paid within three (3) days, a reminder will automatically be sent. No work will begin until the invoice is paid. Please make every attempt to pay the invoice within three (3) days.
Project clients are invoiced prior to the start of the project. If the invoice is not paid in full within three (3) days, a reminder will automatically be sent. However, only 50% of the invoice is due within three (3) days in order to reserve the roster spot and make time available for the project; the remaining balance will be due three (3) days after the project is complete. Please make every attempt to pay 50% of the invoice within three (3) days.
All invoices are sent via Hubspot.
Is there a cancellation policy?
While we would hate to lose a client, we understand that wants and needs change. As indicated in the Service Agreement, in order to cancel services, we require a 10-day written notice through a new email (not a reply to previous emails). We understand that this is an exception to the communication preferences mentioned above, but we require this level of formality in order to ensure the request for cancellation is received and seamless.
Once we receive your email requesting a cancellation of services, we will begin wrapping up any outstanding tasks. If we are able to within the given 10 days, we will provide you with any completed and/or finalized work efforts.
What happens to the fees for services if I cancel?
If you are invoiced on the first of the month as a Retainer client, and you have paid in full, your fee will be prorated and the appropriate refund will be sent.
If you are invoiced as a Project client, and you have paid 50% of your invoice as required prior to the start of the project, you will not be required to pay the remaining balance.
Still have a question?
If you have any other queries, feel free to reach out to us. Our knowledgeable team is here to help!