Terms & Conditions

1. Who These Terms Apply To

These terms and conditions explain the rules for using this website and, where expressly agreed, the terms that apply when you enquire about or buy services from It’s Me Grace.

It’s Me Grace is the trading name of Grace Baker, a sole trader. The business address is 45 The Churchills, Newton Abbot, TQ12 2JL. Email: [email protected]. NOT VAT REGISTERED.

In these terms, “I”, “me”, “my” and “It’s Me Grace” refer to the business. “You” means the person, business or organisation using the website, making an enquiry, requesting a quote or buying services.

If you are using this website or buying services on behalf of a company, organisation or other person, you confirm that you have authority to do so.

2. Website Use

You may use this website for lawful purposes only. You must not misuse it, attempt to gain unauthorised access, introduce viruses or harmful code, scrape content in a way that overloads the site, interfere with security features, or use the website in a way that could damage the website, business or other users.

The website is intended to provide general information about Virtual Assistant and business support services. It is not intended to create a client relationship by itself, and browsing the website does not mean I have agreed to provide services to you.

3. Website Information

I aim to keep website information accurate, practical and up to date. However, website content is provided for general information only and may change without notice.

Nothing on this website is legal, financial, tax, HR, medical, regulated professional or specialist technical advice. You should obtain advice from an appropriately qualified professional before relying on information in those areas.

Service descriptions, examples, case studies, timescales and outcomes are illustrative. They do not guarantee that the same results will apply to every client or project.

4. Enquiries, Quotes And Formation Of A Contract

Submitting an enquiry, booking a discovery call or asking for a quote does not create a binding contract. A contract is formed only when:

• I have provided a written proposal, quote, booking confirmation, statement of work or other written service terms;
• you have accepted those terms in writing, electronically or by making payment where payment is requested as acceptance; and
• any required deposit, first payment or onboarding step has been completed, unless I agree otherwise in writing.

If a separate written agreement, proposal, booking form or statement of work is agreed for a project, that document will apply alongside these terms. If there is any conflict, the more specific written agreement normally takes priority for that project.

5. Services

It’s Me Grace provides Virtual Assistant, administrative, customer-support, project-support and business-support services. The exact services, deliverables, working pattern, turnaround times, systems, responsibilities and exclusions will be agreed in writing before work starts.

Services may include, depending on what is agreed: inbox and diary support, customer communication, document preparation, data entry, CRM updates, research, process support, project coordination, quote and invoice administration, content support, travel or event support, and similar administrative work.

Unless expressly agreed in writing, services do not include regulated legal, financial, accounting, HR, tax, medical, debt advice, insurance, investment, immigration or other regulated professional advice.

6. Client Responsibilities

You are responsible for giving clear, accurate and timely instructions, information, files, access credentials, system permissions, deadlines and approvals needed for the work.

You are also responsible for:

• checking that any information you provide is accurate and lawful to use;
• making final business, legal, financial, HR, regulatory or strategic decisions;
• reviewing and approving work before it is published, sent, relied on or used externally;
• ensuring you have suitable policies, consents, licences and permissions for the work requested;
• maintaining secure access to your own accounts, devices and systems;
• responding promptly where your input is needed to avoid delay; and
• using any deliverables in a lawful and appropriate way.

If you delay, withhold information, change requirements, fail to provide access or do not respond when needed, deadlines and fees may need to change.

7. Access To Systems And Confidential Information

Where services require access to your email, calendar, CRM, website, file storage, payment platform, customer records, supplier information or other systems, access should be limited to what is reasonably needed for the agreed work.

You should use secure access methods wherever possible, such as individual user accounts, role-based permissions, password managers, multi-factor authentication and revocable access. You should not share unnecessary administrator access unless it is genuinely required.

I will treat confidential information with reasonable care and will use it only for the agreed services, unless disclosure is required by law, professional advisers, insurers or with your permission. A separate confidentiality or data-processing agreement may be needed for some clients or projects.

8. Data Protection

Where I process personal information for my own business purposes, the Privacy Policy explains how that information is used.

Where I handle personal information on your behalf as part of the services, the roles and responsibilities should be confirmed before work starts. In many client-service situations, you will be the controller and I may act as your processor. If so, a suitable data-processing agreement may be required.

You must make sure you have a lawful basis and any required notices, consents or contracts for personal information you ask me to handle. You must not send unnecessary sensitive information or special-category data unless it is genuinely required and appropriate safeguards have been agreed.

9. Pricing, Payment And Expenses

Fees will be confirmed in writing before work starts and may be hourly, retainer-based, package-based or project-based.

Prices are in pounds sterling. It’s Me Grace is not currently VAT registered, so VAT is not charged. If VAT registration becomes legally required, VAT will be added only where legally due and you will be told before it applies to new work or a renewal.

Standard invoices are payable within 7 calendar days of the invoice date. Properly agreed expenses and third-party costs will be charged as stated in the quotation or approved by you in advance.

If an undisputed invoice remains overdue, I may give reasonable notice and pause work. For business clients, statutory late-payment interest and compensation may apply.

10. Deposits, Retainers And Booked Time

No deposit is normally required. I may request advance payment for a large one-off project, new-client work over £500 or work that reserves a substantial block of capacity. Any advance payment will be stated in the quotation before you accept it.

Monthly retainers are invoiced in advance and reserve capacity for that billing month. Unused retainer hours expire at the end of the billing month and do not roll over.

Either party may end an ongoing retainer arrangement by giving 30 days’ written notice, unless the accepted proposal states a longer minimum term.

11. Changes To Scope

If you ask for work beyond the agreed scope, I may provide a revised quote or estimate before carrying out the additional work. I am not obliged to complete out-of-scope work unless it is agreed in writing.

Examples of scope changes include extra pages, additional rounds of revisions, new systems, substantially different instructions, urgent turnaround, new deliverables, extra meetings, or work that was not reasonably included in the original brief.

12. Timelines And Availability

I will use reasonable care and skill to meet agreed deadlines. However, timelines may depend on receiving information, feedback, approvals, access and payments from you on time.

Unless agreed in writing, deadlines are estimates rather than guarantees. I am not responsible for delays caused by missing client information, third-party platforms, technical faults, illness, emergencies, force majeure events or other circumstances outside my reasonable control.

Usual office hours are Monday to Friday, 9:00am to 5:00pm, excluding bank holidays, unless agreed otherwise in writing. I aim to respond to messages within 1–2 working days. If urgent or out-of-hours support is needed, this should be agreed in advance and may be subject to availability and additional charges.

13. Review, Approval And Corrections

You are responsible for reviewing work promptly and telling me if changes are needed. Unless a different review period is agreed, please raise any issue within 5 working days of receiving the work.

If I have made an error within the agreed scope, I will use reasonable efforts to correct it. Changes caused by new instructions, changed preferences, incomplete information, third-party changes or client delay may be chargeable.

You remain responsible for final approval before any content, communication, report, invoice, quote, data entry, website update, email, document or other output is sent, published, relied on or used.

14. Cancellation By You

You may cancel or reschedule work by contacting me in writing.

• At least 5 clear working days before the scheduled start: no cancellation charge and any unused prepaid fees will be refunded.
• 3–4 clear working days before the scheduled start: a charge of up to 25% of the affected booked fees may apply, but never more than the reasonable loss actually caused.
• Fewer than 3 clear working days, or after work has started: you will pay for work already completed plus genuinely reserved time or other demonstrable loss, capped at the price of the affected booking.

I will take reasonable steps to reduce any loss and will not apply a punitive cancellation fee. Consumer cancellation rights in section 16 continue to apply.

15. Cancellation Or Suspension By Me

I may suspend or end services after reasonable notice if an undisputed invoice remains overdue, necessary access or information is not supplied, or continuing would involve unlawful instructions, fraud, serious confidentiality or data-security risk, abusive or threatening conduct, or another material breach that is not corrected within 14 days of written notice.

Immediate termination may apply where the circumstances are serious and cannot reasonably be corrected. If I cancel and cannot reasonably reschedule work for reasons that are not your fault, I will refund all prepaid fees relating to work not supplied.

16. Consumer Cancellation Rights

This section applies only if you are a consumer—an individual acting wholly or mainly outside your trade, business, craft or profession.

If you enter into a distance contract, you normally have a statutory 14-day cancellation period. Work will not begin during that period unless you expressly request an early start in a durable form.

If you request an early start and then cancel, you must pay a proportionate amount for work properly supplied up to cancellation. The right to cancel is lost following complete performance only where the required prior consent and acknowledgement have been provided. Your statutory rights for services not supplied with reasonable care and skill are unaffected.

To cancel, email [email protected] with your name, contact details, the service ordered and a clear statement that you wish to cancel.

17. Refunds

When a refund is due, it will be paid within 14 days after the accepted cancellation, normally using the original payment method. The refund may be reduced only by a fair charge for work completed and any demonstrable, legally recoverable loss.

No refund is due merely because you change your mind after agreed work has been properly completed, but statutory rights remain unaffected. If work is deficient, I will first have a reasonable opportunity to correct or repeat the service where appropriate.

If I cannot deliver agreed work, all fees relating to the undelivered portion will be refunded. Unused monthly retainer hours expire at the end of the billing month and do not create a refundable balance.

18. Intellectual Property

Unless agreed otherwise, I retain ownership of my pre-existing materials, templates, methods, know-how, processes, systems, checklists and background intellectual property.

Once you have paid all amounts due for a piece of work, you will usually receive the right to use the final deliverables created specifically for you for your own internal business purposes or the purpose agreed in writing.

You must not resell, license, publish, share or reuse my templates, processes, working files, training materials or internal documents as standalone products unless I agree in writing.

You confirm that any materials, logos, brand assets, documents, data, images, text, software, accounts or third-party content you provide can lawfully be used for the services.

19. Portfolio, Testimonials And Case Studies

I will not publish confidential client information without permission. If I would like to use your name, logo, testimonial, project summary or case study, I will ask for your consent first unless the information is already public and its use is lawful and appropriate.

Client logos, testimonials, project summaries or case studies will only be used with the client’s permission. If permission is given, the agreed wording, format and level of detail will be confirmed before anything is published.

20. Third-Party Tools And Platforms

The services or website may involve third-party tools such as email providers, calendar platforms, CRM systems, booking tools, website platforms, payment providers, file-storage tools, automation tools, analytics, plugins or client systems.

Third-party tools are controlled by their own providers and may be subject to their own terms, privacy notices, availability, fees and technical limitations. I am not responsible for failures, outages, changes, data loss, security incidents or charges caused by third-party providers unless the law says otherwise.

You are responsible for maintaining your own subscriptions, licences, accounts, access permissions and backups unless agreed otherwise.

21. Website Links

This website may link to third-party websites, tools, articles or resources. Links are provided for convenience only. I am not responsible for third-party content, security, availability or accuracy.

22. Acceptable Use Of Work And Communications

You must not ask me to create, send, publish, process or support anything that is unlawful, misleading, discriminatory, defamatory, abusive, harassing, spam-related, fraudulent, infringing, unsafe or otherwise inappropriate.

I may refuse or stop work if I reasonably believe the requested work could cause harm, breach legal obligations, breach platform rules, infringe rights, misuse personal data or damage my business reputation.

23. Liability

Nothing in these terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or rights that cannot legally be excluded.

Subject to those exceptions and mandatory consumer rights, I am not responsible for indirect or consequential business loss, loss of profit or data, or loss caused by your instructions, omissions or third-party systems.

My aggregate liability arising from the affected contract is capped at the greater of the fees paid under that contract in the preceding 12 months or £10,000. This cap does not apply to liabilities that cannot legally be capped.

24. No Guarantee Of Outcomes

I will provide services with reasonable care and skill. However, I cannot guarantee particular commercial outcomes, sales, rankings, response rates, revenue, productivity improvements, client retention, platform performance or third-party decisions.

Any estimate of likely time, cost, result or benefit is an estimate only unless expressly guaranteed in writing.

25. Force Majeure

I will not be responsible for delay or failure caused by events outside my reasonable control. This may include illness, accident, bereavement, extreme weather, power failure, internet outage, cyber incident, platform outage, supplier failure, strike, legal restriction, war, terrorism, epidemic, pandemic or other emergency.

If such an event continues and materially affects the services, either party may discuss revised timing, suspension or cancellation on fair terms.

26. Complaints And Disputes

If you are unhappy with the website or services, please contact me first at [email protected] so I can try to resolve the issue.

Please include your name, contact details, the relevant service or invoice, what has gone wrong, and what outcome you are seeking. I will acknowledge complaints within 3 working days and normally provide a substantive response within 14 working days. If more time is needed, I will explain why and provide an updated timescale.

If a dispute cannot be resolved informally, the parties should consider mediation or another suitable alternative dispute resolution process before court action, where appropriate.

27. Governing Law And Courts

These terms are governed by the law of England and Wales, unless mandatory law gives you other rights.

The courts of England and Wales will have jurisdiction, except that if you are a consumer living in Scotland, Northern Ireland or another country, you may have the right to bring proceedings in your local courts under applicable law.

These terms are intended to be governed by the law of England and Wales. If you are a consumer, this does not affect any mandatory rights you may have under the law of the country or part of the UK where you live.

28. Changes To These Terms

I may update these terms from time to time. The updated version will be posted on this page with a new last-updated date.

Changes will not usually affect work already agreed unless the change is required by law, relates to website use only, or both parties agree to the change in writing.

29. Contact Details

Questions about these terms should be sent to:

It’s Me Grace, Grace Baker

[email protected]

45 The Churchills, Newton Abbot, TQ12 2JL

07308910696