Terms of Service

Section 01

Definitions

For clarity throughout this agreement, the following terms have the meanings set out below:

• "Assistara HQ" refers to the virtual assistant agency operated by Ayu Pusparani and Eka Indrianti, based in Indonesia.
• "Client" refers to any individual, sole trader, partnership, or company that engages Assistara HQ for services.
• "Services" refers to any virtual assistant, administrative, data, or operational support provided by Assistara HQ.
• "Proposal" refers to the written scope of work, pricing, and timeline provided to the Client prior to engagement.
• "Deliverable" refers to any completed work product, file, report, or output produced by Assistara HQ for the Client.
• "Confidential Information" refers to any non-public business, financial, operational, or personal data shared by either party during the course of the engagement.

Section 02

Services

Assistara HQ provides remote virtual assistant services including, but not limited to: data entry, web research, transcription, word processing, invoicing support, bookkeeping support, payroll assistance, project management, and general administrative tasks.

The specific scope of services for each engagement will be outlined in a written Proposal. We reserve the right to decline any task that falls outside our expertise, conflicts with these Terms, or that we reasonably consider unethical or harmful.

Section 03

Engagement & Onboarding

An engagement begins when the Client signs a service agreement in writing (by email, message, or electronic signature) and the downpayment is received or confirmed.

Onboarding typically takes place within 48 hours of engagement confirmation. During onboarding, the Client agrees to:

• Provide timely access to tools, platforms, or information required to perform the agreed services.
• Respond to onboarding questions within a reasonable timeframe (typically 2 business days).
• Designate a primary point of contact for communication.

Delays caused by late Client responses or missing access may affect delivery timelines. Assistara HQ will not be held responsible for delays attributable to the Client.

Section 04

Payment & Billing

All prices are listed in United States Dollars (USD) unless otherwise stated in the Proposal. The following billing models are available:

• Pay-As-You-Go: Billed at $21/hour with 20-minutes increments. This hourly rate has a 1-hour minimum commitment. Invoiced upon completion of work or at the end of each week, at our discretion.
• Monthly Packages: Billed in advance at the start of each billing cycle. Packages are available at 20, 40, or 60 hours per month.

Invoices are due within 7 calendar days of the invoice date unless otherwise agreed. Late payments may result in a pause of services until the outstanding balance is settled.

The first-month introductory discount (25% off monthly packages) applies automatically to new clients and cannot be combined with other offers. Standard rates apply from the second billing cycle onward.

Refunds are not issued for hours already worked or packages already commenced. If you are dissatisfied with delivered work, please contact us and we will work to resolve the issue.

Section 05

Hours & Availability

Assistara HQ operates Monday to Friday from 9 AM - 5 PM during standard Indonesian business hours (WIB, UTC+7). We do not guarantee availability on Indonesian public holidays, and will notify clients in advance of any planned absences.

Monthly package hours are allocated per calendar month and do not roll over. Unused hours at the end of a billing cycle are forfeited. If you consistently underuse your package, we recommend downgrading to a smaller plan.

Additional hours beyond your monthly package are billed at the Pay-As-You-Go rate ($21/hour) and will be invoiced at the end of the relevant billing cycle.

Section 06

Confidentiality

Both parties agree to keep each other's Confidential Information strictly private. Assistara HQ will not disclose, share, or sell any client data, business information, or materials to any third party without express written consent.

This obligation of confidentiality continues for a period of 3 years after the termination of an engagement.

A formal Non-Disclosure Agreement (NDA) is available upon request and will be signed before any sensitive information is shared. Where an NDA conflicts with these Terms, the NDA will take precedence.

Client Confidential Information will be deleted or returned upon request following the conclusion of an engagement.

Section 07

Intellectual Property

All Deliverables produced by Assistara HQ specifically for a Client engagement are the property of the Client upon full payment. Assistara HQ retains no ownership over client-commissioned work once payment has been received.

Assistara HQ retains ownership of any proprietary templates, processes, systems, or tools created by us that are used in the delivery of services but not created exclusively for the Client. These are licensed to the Client for use but remain our intellectual property.

The Client warrants that any materials, content, or data provided to us do not infringe any third-party intellectual property rights, and indemnifies Assistara HQ against any resulting claims.

Section 08

Limitation of Liability

Assistara HQ provides services with reasonable care and skill. However, we do not guarantee specific business outcomes, revenue increases, or results from the work we perform.

To the fullest extent permitted by applicable law, Assistara HQ's total liability to a Client for any claim arising from or related to our services shall not exceed the total fees paid by that Client in the 3 months preceding the claim.

Assistara HQ shall not be liable for:

• Indirect, consequential, or incidental losses.
• Loss of profit, revenue, business opportunity, or data.
• Losses arising from the Client's failure to provide accurate information or timely access.
• Third-party service outages or failures (e.g. Google Workspace, Slack, Xero).

Section 09

Termination

Either party may terminate an ongoing engagement by providing 14 days' written notice to the other party. Written notice may be given by email.

Monthly plans cancelled mid-cycle will not be refunded for unused hours in that cycle. Pay-As-You-Go work already completed will be invoiced upon termination.

Assistara HQ reserves the right to terminate an engagement immediately, without notice or refund, if the Client:

• Fails to pay an outstanding invoice within 14 days of the due date.
• Engages in abusive, threatening, or harassing behaviour toward us.
• Requests work that is illegal, unethical, or violates these Terms.
• Provides materially false information during engagement.

Upon termination, Assistara HQ will return or delete all Client data within 30 days, upon written request.

Section 10

Client Conduct

We maintain a professional, respectful working environment. All clients agree to:

• Communicate respectfully and professionally at all times.
• Provide clear, accurate, and complete instructions and information.
• Not request tasks that are illegal, deceptive, or harmful to third parties.
• Not resell or misrepresent our services as their own to third parties without prior written consent.

Violation of these conduct expectations may result in immediate termination of services.

Section 11

Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, pricing, or applicable law. When we do, we will update the "Last updated" date at the top of this page.

For existing clients on active monthly plans, we will provide at least 14 days' notice of any material changes by email. Continued use of our services after that date constitutes acceptance of the updated Terms.

If you do not agree to updated Terms, you may terminate your engagement before the new Terms take effect without penalty.

Section 12

Governing Law

These Terms are governed by the laws of the Republic of Indonesia. Any disputes arising from or related to these Terms or our services shall first be attempted to be resolved amicably between the parties.

If a dispute cannot be resolved informally within 30 days, the parties agree to submit to the jurisdiction of the courts of Indonesia, unless otherwise agreed in writing.

For international clients, nothing in this clause limits your rights under the consumer protection laws of your own country where those laws apply.

Section 13

Contact Us

If you have any questions about these Terms, please contact us before engaging our services. We're happy to clarify anything.