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How I work (terms in plain English)
When we decide to work together, you’ll receive a Booking Form and my full Terms of Business to sign before anything starts. This page is simply a clear overview of how I work, so you know what to expect before you get that paperwork.
- What working with STERBAVA looks like
- Confidentiality, data and clinical‑grade care
- Communication and how we keep things moving
- Turnaround times
- Time, pricing and payments
- Additional, urgent or out‑of‑scope work
- If something doesn’t go to plan
- Where to read the full legal terms
- Terms of Use — Restricted professional portal
I work as an independent UK virtual assistant, usually from my own office, supporting a small number of clients rather than acting as your employee.
We’ll agree the specific tasks, goals, timelines and fees in a Booking Form so you always know what’s in scope and what’s not.
My background is in Medical Secretary and Mental Health Act administration, where a single error could have legal consequences. I bring the same mindset into your business: confidential, precise and compliant with UK GDPR.
I will only use your information to deliver the services we’ve agreed, or where I’m legally required to share it.
If I’ll be working with your clients’ or patients’ personal data, we’ll also agree simple data‑processing instructions so roles and safeguards are crystal‑clear.
I’m registered with the ICO and insured for professional indemnity and public liability, and I use tools designed to keep your data secure. If you’d like to see details of my insurance or data privacy policy, just ask and I’ll share them before we start.
Clear communication is how we keep your work moving without drama or dropped balls. Here’s how we run it:
- Email is the home base for all tasks and instructions, so there is always a written record and nothing quietly disappears in a thread.
- Where a quick conversation will unblock things faster, we can use scheduled calls or video – always agreed and booked in advance, so your diary stays in your control.
You’ll appoint one main contact on your side who can approve work and payments, which keeps decision‑making simple and avoids crossed wires.
For most ad‑hoc work, a typical turnaround is 48–72 hours, depending on complexity and how quickly I receive what I need from you.
For retainer clients, we usually work to faster agreed response times and clearer weekly rhythms.
If you need something turned around urgently or outside my standard working hours, I may be able to help, and this will usually attract an “urgent” or “out‑of‑hours” rate that we agree in advance. You’ll always know when a request will incur a surcharge rather than finding out afterwards.
If I ever can’t meet a deadline we’ve agreed, I’ll let you know as early as possible and propose a realistic alternative.
You can work with me ad‑hoc, on a project, or on an ongoing retainer. We’ll confirm the structure, rate and payment terms in writing before work starts, so there are no surprises.
New clients usually pay before work begins; returning clients are invoiced on the terms we agree in the Booking Form.
Invoices are payable in full by the due date; late payment can pause ongoing work and may attract interest in line with UK business‑to‑business norms.
You can request a simple time report with your invoice so you can see exactly where your hours have gone.
If you buy a retainer or pre‑paid hours, these need to be used within the timeframe set out in your Booking Form and can’t usually be carried forward unless we’ve agreed otherwise.
From time to time, you may need extra help beyond what we originally agreed.
If you ask for additional, urgent or out‑of‑hours work, I’ll confirm what’s possible, the rate and any surcharges before I start.
Additional expenses (for example agreed travel, specialist software, printing or postage I buy on your behalf) will be added to your invoice with clear notes.
If your requirements change significantly, we may update or re‑issue your Booking Form to match the new scope.
If the work you receive isn’t what you expected, tell me as soon as possible and be specific about what needs to change.
If an issue arises that’s down to my error and you flag it promptly, I’ll correct it at no extra cost within the boundaries of our agreement.
If either of us ever feels the arrangement isn’t working, there is a clear notice period (usually set out in your Booking Form) so we can wrap up work in an orderly way. You’ll only be charged for the work completed and agreed expenses up to the end of the notice period.
This page is deliberately written in plain English and doesn’t replace the full legal terms we’ll both sign.
Your legally binding agreement with me is made up of three documents: the Terms of Business, your Booking Form, and (where relevant) a Data Processing Form.
You can read the full Terms of Business and my Data Privacy Policy here:
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Terms of Business
NOT AVAILABLE
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Data Privacy / GDPR information
NOT AVAILABLE
You’ll receive the latest version of these, plus your Booking Form, to review and sign before we begin working together.
1. About these terms
This domain hosts a restricted, password-protected professional portal, reached through the secure login page at rtc.sterbava.online. By signing in, you agree to these Terms of Use. If you do not agree, you must not access or use the portal.
2. Authorised access only
Access is granted to named, individually authorised users only. You must not attempt to access the portal, any account, or any data without authorisation. Accounts are personal to you: you must keep your password confidential, must not share your login, and must not allow anyone else to use your access.
3. Acceptable use
You agree to use the portal only for legitimate professional purposes and in accordance with all applicable laws, professional obligations and the information-governance policies that apply to it. You must not use the portal to access, copy, alter, disclose or remove information beyond what your role requires, nor to introduce malicious software or interfere with its operation or security.
4. Confidentiality and data protection
Information held in the portal is confidential and may include special category (health) data. You must handle it in accordance with the UK GDPR, the Data Protection Act 2018, and applicable confidentiality duties, on a strict need-to-know basis, and must report any actual or suspected breach without delay.
5. Monitoring and logging
All access and activity within the portal are logged and may be monitored and audited to protect security and confidentiality and to comply with legal and regulatory obligations. By using the portal you consent to this monitoring.
6. Availability and changes
The portal is provided on an "as is" and "as available" basis. I do not guarantee that it will be uninterrupted or error-free, and I may suspend, withdraw or change it, or any account, at any time. To the fullest extent permitted by law, I accept no liability for loss arising from use of, or inability to use, the portal.
7. Suspension and termination
Access may be suspended or withdrawn at any time, including where these terms are breached. Unauthorised access, use or disclosure may result in disciplinary action and civil or criminal liability.
8. Changes to these terms
These terms may be updated from time to time; the version published here applies. Continued use after a change means you accept the updated terms.
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