Terms of Service

Last updated: 20th September 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

2. 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.

3. Our Services (Scope & Limits)

We deliver remote admin support including: creating spreadsheets & trackers; data recording; chasing and collating reports; collecting and filing photo evidence; creating invoices and resolving invoice/job issues; calculating and valuing job packs; creating company documents and inspection reports; research and process creation; handling calls/online meetings; onboarding engineers and organising training; equipment and vehicle tracking.

Out of scope: we do not provide regulated or specialist advice/services such as legal advice, HR/disciplinaries, payroll processing, tax advice, or compliance auditing. Where a request is out of scope, we will notify you and may refer to a qualified third party.

4. Service Availability, Hours & Turnaround

• Service hours: Monday–Friday, 09:00–17:00 (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 15:00 roll to the next working day unless Priority Service is agreed (see §7).

5. 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).

6. Packages, Pricing & Extra Hours

We offer flexible support packages ranging from 10 to 80 hours per month.

• Billing cycles depend on package size:

  • 10 hrs – weekly (advance or completion).

  • 20 hrs – fortnightly (advance or completion).

  • 30 hrs – fortnightly or monthly (advance only).

  • 40/60/80 hrs – monthly only (advance only).

• Extra Hours may be added with prior approval.

• Flexible (Ad-hoc) support is billed on completion with a 7-day term.

• Tailored Support Plans are available by agreement in writing.

• Priority Service is charged at +50% on the client’s applicable rate and must be pre-approved in writing.

• Packages are capped at 40 hrs/month under standard plans. High-Volume (60 or 80 hr) plans are available for heavier workloads.

7. Priority Service

Work is classed as Priority Service if it:

• Requires completion in under 24 hours.

• Falls outside standard service hours (Mon–Fri, 09:00–17:00 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.

8. 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.

9. Payments, Invoicing & Surcharges

• Invoices are issued via QuickBooks.

• 10 hr and 20 hr packages may be billed on completion, payable within 7 calendar days.

• All other packages are billed in advance as set out above.

• Preferred payment: Bank Transfer (BACS). Stripe and GoCardless are available on request, with processing fees itemised.

• Services may be paused if payment is more than 3 days late. A 5% late fee applies to invoices more than 14 days overdue.

10. 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.

11. 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.

12. 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.

13. 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.

14. Confidentiality

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

15. 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

16. Deliverables & Acceptance

Unless an issue is raised in writing within 5 working days of delivery, deliverables will be deemed accepted.

17. Technology & Force Majeure

We are not liable for delays caused by third‑party outages (e.g. internet, SaaS downtime). Neither party is liable for failure or delay caused by events beyond reasonable control (including natural disasters, strikes, pandemics, government restrictions).

18. 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.

19. Disputes & Complaints

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

20. 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.

21. Governing Law

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