Terms of Service

Last updated: 25/10/2025

1. Contact Details

PW Streamline Solutions Ltd (PWSLS LTD) provides professional remote admin and workflow support services.

Registered with the Information Commissioner’s Office (ICO) – Registration No: ZB954919

Registered office: 3rd Floor, 86–90 Paul Street, London, EC2A 4NE, UK

Email: info@pwstreamlinesolutions.co.uk

Telephone: (+44) 7392 322044

Website: www.pwstreamlinesolutions.co.uk

2. Definitions

• “Virtual Assistance” means the general admin, coordination, and project management support
  provided by PWSLS LTD.

• “Creative & Design Services” means Canva-based design work (logos, marketing materials,
  social media content, business stationery) and website design/setup using no-code platforms.

• “Website Projects” means any website design, setup, or related work (including email or domain setup).

• “Priority Service” means work requested outside standard hours or requiring completion
  within 24 hours, billed at +50%.

3. Use of Our Website

You must use the website lawfully. You must not introduce viruses, attempt unauthorised access, or disrupt the site. We may suspend or restrict access if we believe these terms have been breached. Content is provided for general information only and is not professional (e.g. legal/tax) advice. External links are provided for convenience; we are not responsible for their content or privacy practices.

4. Our Services (Scope & Limits)

PW Streamline Solutions provides remote virtual assistance, workflow, and creative support services to help businesses stay organised, compliant, and efficient.

We deliver the following core service areas:

Virtual Assistance

• General Admin Support – spreadsheets & trackers, data entry, document creation, report chasing, invoicing and finance admin, compliance tracking, filing and archiving, onboarding, course and equipment tracking, and general office coordination.

• Project Coordinating & Managing Support – organising and monitoring projects, liaising with field teams and contractors, tracking job progress and WIP, collating photo evidence and reports, creating project trackers and process documentation, and assisting with client communication and compliance records.

Creative & Design Services

• Canva Design Services – logo design (3–5 concept options), flyers, posters, brochures, business cards, social media designs (£30 single/£25 per design for packs), and email signatures.

• Website Design & Setup – creating websites using no-code builders (Google Sites, GoDaddy, Squarespace, or similar), including content layout, branding alignment, and basic functionality setup.

• Optional Add-Ons – domain registration and linking, professional email account setup, and Canva Print coordination (printing paid separately and approved by the client before ordering).

Design work includes two revisions per project unless otherwise agreed. Additional revisions are billed at the standard hourly rate. 

Out of Scope

PWSLS LTD does not provide:

• Website hosting, custom coding, SEO, or digital marketing services

• Printing, physical fulfilment, or responsibility for third-party print quality (e.g. Canva Print orders)

• Regulated or specialist services such as legal advice, HR/disciplinaries, payroll, tax advice, or compliance auditing

Where a request falls outside our scope, we will notify you and may recommend a qualified professional.

5. Service Availability, Hours & Turnaround

• Service hours: Monday–Friday, 08:00–18:00 (UK), excluding UK bank holidays.

• Response time: we aim to reply within 1 business day.

• Standard turnaround: non‑urgent tasks within 2 business days.

• Cut‑off: requests received after 16:00 roll to the next working day unless Priority Service is agreed (see §7).

6. Requesting Work & Communication

Submit requests via email or ClickUp. WhatsApp is reserved for urgent same‑day items. We will confirm scope and deadline in writing before starting. Calls/meetings must be booked during service hours (e.g. via Calendly).

7. Packages, Pricing & Extra Hours

We offer flexible support packages and one-off services across our virtual assistance and creative service range.

Virtual Assistance Plan Options

• 5 hours – billed weekly (in advance or on completion)

• 10 hours – billed weekly (in advance or on completion)

• 20 hours – billed fortnightly (in advance or on completion)

• 30/40/60/80 hours – billed monthly (in advance only or 50% upfront, rest on completion)

Packages are tracked to the minute using our time-tracking system. Standard packages are capped at 40 hours per client per month. High-Volume (60 and 80 hour) plans are available for heavier workloads. Unused hours do not roll over unless agreed in writing.

• Minor revisions (up to 2) per task are included; additional revisions are billed at the current hourly rate.

• Feedback/revisions to reports or trackers are deemed complete upon written acceptance or after 5 working days without further revision requests.

• Any deposits are non-refundable once work has commenced.

Ad-hoc & Extra Hours

• Ad-hoc (Flexible) Support – billed on completion with 7-day terms

• Extra Hours – added with prior written approval, billed at the applicable rate

• Priority Service – +50% surcharge for work required within 24 hours or outside standard hours

Design & Website Projects

For website or Canva-based design work:

• A 50% deposit is payable before the project begins; the remaining 50% is due upon final delivery or at agreed milestones for multi-stage projects.

• Deposits are non-refundable once design work or setup has commenced.

• Minor revisions (up to 2) are included; additional revisions are billed at the current hourly rate.

• Projects are deemed complete upon written acceptance or after 5 working days without further revision requests.

• Optional Canva Print fulfilment can be arranged on request. Printing costs are passed through at cost or paid directly by the client. PWSLS LTD is not responsible for third-party print quality or delivery.

Tailored Support Plans

Bespoke plans and retainers are available by written agreement to match specific workflows, tools, or capacity requirements.

8. Priority Service

Work is classed as Priority Service if it:

• Requires completion in under 24 hours.

• Falls outside standard service hours (Mon–Fri, 08:00–18:00 UK).

• Is requested during planned leave/holidays.

Priority Rules:

• Surcharge: +50% on the applicable hourly or package rate.

• Must be pre-approved in writing before work starts.

• Priority hours are itemised separately on invoices.

• We provide a minimum of 2 weeks’ notice of planned leave.

• Hours are not automatically carried over or made up unless agreed in writing.

9. Time Tracking & Reporting

We track time in Clockify by client/project.

• Flexible (Ad-hoc) clients receive a weekly breakdown of time spent.

• Package clients receive a monthly summary of hours used and tasks completed.

10. Payments, Invoicing & Surcharges

All invoices are issued through QuickBooks and itemised by service type (package, ad-hoc, extra hours, or project).

Payment Terms

• 5 & 10 hour packages – billed in advance or on completion weekly. Payable within 7 calendar days.

• 20 hour packages – billed in advance or on completion fortnightly. Payable within 7 calendar days.

• 30/40/60/80 hour packages – billed monthly in advance or 50% upfront, rest on completion. Payable within 7 calendar days.

• Ad-hoc (Flexible) support – billed on completion weekly with 7-day terms.

• Design & Website Projects – 50% deposit due before commencement; balance payable on final delivery or milestone approval. Deposits are non-refundable once work has begun.

Accepted Payment Methods

Preferred method: Bank Transfer (BACS/Faster Payments). Stripe and GoCardless are available on request, with processing fees itemised on each invoice.

Late Payments

• Services may pause if payment is more than 3 days overdue.

• A 5% late fee applies to invoices more than 14 days overdue.

• Continued non-payment may result in service termination and further collection action as per Section 10.

Surcharges & Adjustments

• Priority Service (+50%) – applied to work required within 24 hours or outside standard hours.

• Third-party transaction fees – itemised where Stripe or GoCardless is used.

• Printing Costs – Canva Print or third-party printing charges are passed through at cost and clearly itemised.

• Additional Design Revisions – billed at the current hourly rate after the first two included rounds.

Refunds & Credits

Refunds are not normally issued for completed work or unused hours. Pro-rata refunds or credits may be offered at our discretion only in cases of service error or cancellation prior to commencement.

11. Cancellations, Changes & Pauses

You may pause or change package level with 7 days’ notice.

• Work already completed is non-refundable.

• Unused hours are not carried over unless agreed in writing.

• If you cancel mid-month, unused hours are not refunded but may be rescheduled within the same month
  at our discretion.

12. Client Responsibilities

You must provide accurate and timely information, access, and approvals required to deliver the services. We are not liable for delays or issues arising from incomplete, inaccurate, or late information. Where you request we work within your systems (e.g. Microsoft 365), we will process data inside those systems but are not responsible for their security, configuration, or availability.

13. Subcontractors

We may also assign a dedicated Virtual Assistant (‘VA’) as your primary point of contact for day-to-day service delivery. Whether services are provided by an assigned VA or by subcontractors, PW Streamline Solutions Ltd remains fully responsible for quality, confidentiality, and compliance with this Agreement.

14. Insurance

PW Streamline Solutions Ltd carries professional indemnity insurance with a limit of £250,000, legal expenses cover of £100,000, and business equipment insurance up to £10,000. Evidence of cover is available on request.

15. Confidentiality

We treat client information as confidential and use it only for the agreed services unless disclosure is required by law.

16. Data Protection

Personal data is handled in line with our Privacy Notice, which explains what we collect, why, how long we keep it, and your rights.

In brief:

• Client working files are stored securely in Google Workspace.

• Credentials are shared via NordPass secure links.

• Large files may be transferred using WeTransfer.

• E-signatures may be managed through SignWell.

Retention:

• Client working files are typically retained for 6 months after contract end, unless otherwise agreed.

• Financial and account records are retained for 6 years for HMRC compliance.

• Certain compliance or legal records may be retained longer if required by law.

For full details, please see our Privacy Notice: www.pwstreamlinesolutions.co.uk/privacy-notice

17. Deliverables & Acceptance

All deliverables are provided digitally unless otherwise agreed.

Clients are responsible for reviewing completed work within five (5) working days of delivery. Unless an issue or request for revision is raised in writing within that time, the deliverable will be deemed accepted and approved.

This applies to:

• Admin and reporting outputs (e.g. spreadsheets, trackers, summaries)

• Design files (e.g. Canva assets, logos, social media graphics, brochures)

• Website projects (e.g. completed Google Sites, GoDaddy or Squarespace builds)

Once approved, or after the five-day period, the project is considered final and any further amendments may be billed at the current hourly rate.

18. Intellectual Property

All creative work, including design files, website layouts, written content, and visual materials, remains the property of PW Streamline Solutions Ltd until full payment has been received.

Upon receipt of final payment, ownership and usage rights for the completed deliverables transfer to the client.

PWSLS LTD retains the right to:

• Display completed work samples in portfolios, brochures, and marketing materials (unless the client requests otherwise in writing).

• Retain copies of designs and project materials for record-keeping and compliance purposes.

Editable source files (e.g. Canva templates or website admin access) will be shared once the project balance has been paid in full.

19. Technology & Force Majeure

Neither party shall be liable for delay or failure to perform any obligation under this Agreement if such delay or failure is caused by events beyond reasonable control, including but not limited to: natural disasters, strikes, power outages, pandemics, internet or platform outages, government restrictions, or acts of third-party providers.

This includes:

• Third-party printing failures (e.g. Canva Print delays, misprints, or courier issues)

• Hosting or platform failures affecting website builders such as Google Sites, GoDaddy, or Squarespace

In such cases, PWSLS LTD will notify the client promptly and make reasonable efforts to resume or reschedule the affected work.

20. Limitation of Liability

We will provide services with reasonable care and skill. To the fullest extent permitted by law, we are not liable for indirect or consequential losses. Nothing limits liability for fraud or for death/personal injury caused by negligence.

21. Disputes & Complaints

Please raise any complaint in writing. We will work to resolve issues amicably. If unresolved, the matter may proceed through the courts.

22. Referral Rewards Programme

PW Streamline Solutions Ltd may offer referral or recommendation rewards as part of its marketing activities.

Referral rewards are issued at our discretion once eligibility has been verified and the referred business becomes a paying client.

Rewards may be provided as cash payments or percentage-based incentives, depending on the service purchased by the referred client.

The value of rewards varies by service type and is published in our current referral information.

Referral rewards are treated as marketing expenses only and do not create any employment, agency, or partnership relationship between the parties.

PW Streamline Solutions Ltd reserves the right to amend, pause, or withdraw the referral scheme at any time without prior notice.

23. Changes to These Terms

We may update these Terms from time to time. The latest version will be posted on our website and will apply from the date of posting.

24. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

25. Affiliate & Promotional Partnerships

PW Streamline Solutions Ltd (PWSLS LTD) may participate in affiliate marketing programmes and other promotional partnerships with trusted software, platforms, and service providers. Any affiliate or referral links shared on our website, social media, or other marketing materials are based on genuine use or professional experience with those tools. We only promote products or services that align with our values of transparency, reliability, and small business efficiency.

All affiliate content is clearly identified where applicable, and disclosures are provided in line with the UK Advertising Standards Authority (ASA) and Committee of Advertising Practice (CAP) Code guidelines. Our approach ensures honesty, integrity, and full compliance with UK consumer protection regulations.