Policies

Terms of Business

 

An individual or business that requests the services of CrackerjackPA Ltd (‘CrackerjackPA’) will herein be referred to as ‘the client’.

 

These 'Terms of Business' form the contract between CrackerjackPA and the client.  Upon instructing CrackerjackPA to commence work the client automatically confirms agreement with and is bound by these terms of business as set out below.

 

 

Insurances

 

CrackerjackPA offers our clients peace of mind that we have Public Liability and Professional Indemnity insurance in place.

 

 

Instructing CrackerjackPA

 

  • Written quotations/confirmations will be provided prior to the commencement of a project.  Any verbal quotations/confirmations will be confirmed in writing.

 

  • CrackerjackPA kindly requests that a completed client registration form is returned for all new clients, and a signed project booking form is received prior to the commencement of a project.  However, we understand that in certain unavoidable circumstances (such as emergency assistance) this is not always possible, and we therefore may choose to accept another form of confirmation in these instances.

 

  • Any timeframes and deadlines will be discussed and agreed prior to the commencement of a project.

 

  • If additional work or changes to a project that has already commenced are required, then CrackerjackPA reserves the right to amend our original quotation at any time.  These changes will be agreed in advance with the client.  If, for whatever reason, we are unable to reach the client to discuss the additional work or changes, CrackerjackPA will make a professional judgement regarding if/how to move forward with them.

 

  • Should the client cancel a project before completion CrackerjackPA reserve the right to invoice the client for any outstanding charges relating to the project to date, with a minimum charge of 1 hour.

 

  • CrackerjackPA will not be held liable or become involved in any disputes between the client and their customers.  We cannot be held responsible for any wrongdoing on the part of the client.

 
  • Clients are kindly requested to adhere to any copyright or plagiarism laws and publishing requirements.  CrackerjackPA will not be held liable or responsible for the content of any document or material supplied to us by the client, nor for the end use of any document or project completed by us.

 

  • CrackerjackPA retains the right to reject work that we feel is illegal, immoral or objectionable.

 

  • CrackerjackPA will aim to communicate with the client by whichever method they prefer, usually telephone and email.  Whilst we take reasonable precautions to ensure that our emails and electronic media are virus free, we cannot be held responsible for the security of our electronic correspondence, and kindly request that clients ensure that they have their own adequate antivirus protection in place.

 

  • CrackerjackPA will naturally make every effort to ensure that our service remains reliable and uninterrupted. We cannot be held responsible for loss of information resulting from an equipment failure.  However, in the unlikely event that our project delivery is compromised we will offer the client a full refund if they so wish.

 

 

Confidentiality

 

CrackerjackPA offers our clients unreserved confidentiality and discretion at all times.  We abide by the General Data Protection Regulation (GDPR) and the Data Protection Act 2018,  and are registered with the Information Commissioner’s Office (ICO).  No details regarding clients or information relating to work carried out on behalf of the client will be disclosed without prior consent or unless we are obligated by law to do so.

 

We will not accept any projects that we feel would cause a conflict of interest with our outstanding clients or projects.

 

CrackerjackPA would be very happy to sign a Confidentiality Agreement/Non-disclosure Agreement should the client so wish to provide.

 

 

Code of Conduct

 

CrackerjackPA is bound by our strict 'Code of Conduct'.  We promise to;

 

  • Communicate with clarity, professionalism, transparency and honesty at all times.
  • Uphold the confidentiality of our clients.
  • Refrain from conducting business that may be deemed immoral, harmful, unethical or illegal.
  • Conduct all business in a fair, efficient and professional manner.
  • Be polite and courteous to each other, clients, suppliers and all business contacts.
  • Strive for excellence in all that we do.
  • Treat our clients with respect and fairness.
  • Resolve any issues quickly and to mutual satisfaction.
  • Have a zero tolerance on discrimination of any kind.
  • Empathise with our clients' business objectives, goals and deadlines.
  • Protect the reputation and interests of our clients.
  • Refrain from accepting projects that may be considered a conflict of interest.

 

 

Security & Backup

 

CrackerjackPA uses antivirus protection, performs regular system scans, and all incoming emails are scanned for viruses.  However, if an unexpected email containing an attachment is received we reserve the right to delete it without opening.  The client is responsible for their own antivirus protection.

 

CrackerjackPA has a backup system in place and will keep copies of all project related work for 2 years, after which shall destroy in accordance with our Privacy Policy.

 

Project Completion, Delivery & Time Keeping

 

It is the clients' responsibility to ensure that CrackerjackPA is provided with all documentation and materials necessary to complete the project prior to commencement.

 

CrackerjackPA strongly advises that any hard copies of documentation or material sent to us by the client are sent via recorded post or courier.  We can accept no responsibility for failed receipt or any loss, damage or theft of any items relating to a project during transit to or from our possession.

 

All projects will usually be completed using the standard Microsoft applications such as Word, Excel, PowerPoint, Outlook, PDF, etc.  Should the client require use of an alternative application we will be happy to accommodate whenever possible.  How projects are delivered will be agreed with the client before commencement of the work.  Usually this will be either email, digital file sharing software (i.e. dropbox, sharefile, etc...), recorded/special delivery post or courier.  However, should you require an alternative delivery method please discuss this with us.

 

Please note that all original documents and materials will usually only be returned to the client upon full payment of the invoice.

 

Only time taken to directly complete a project will be recorded and charged.  Any breaks or interruptions will not be included in the completion time.  The cumulative time will be rounded up to the nearest 15 minutes and invoiced accordingly.

 

 

Errors or Omissions

 

Final proofreading of all work delivered by CrackerjackPA is the sole responsibility of the client.  Naturally, any errors or omissions will be corrected by CrackerjackPA as quickly as possible and at no charge to the client.  However we kindly request that notification of any errors is received within 48 hours of delivery (unless otherwise agreed in writing), after which time CrackerjackPA reserves the right to charge the client additional costs to amend the work.

 

After 48 hours, CrackerjackPA shall consider the work to be accepted as free of errors and omissions, and we will not be held responsible nor accept any liability resulting from any errors or omissions that are not flagged to us by the client within this time.

 

Final proofreading of all work delivered by CrackerjackPA is the sole responsibility of the client.

 

 

Payments

 

All ad hoc projects will be invoiced upon either completion of the project or on a weekly basis, whichever is sooner.

 

All advanced bookings or retainer packages are payable in advance in full, and will include any outstanding additional charges from the previous week or month.

 

Invoices will be in GBP (£) and payment is due upon receipt. Payments should be made by electronic transfer. Any bank charges which may occur as a result of cancelled payments are the responsibility of the client and will be recovered accordingly.

 

The material, postage and miscellaneous costs of all project work must be settled in advance of a project, unless otherwise agreed with the client.

 

If payment is not received on time, CrackerjackPA will accept no further instruction from the client and reserves the right to charge 5% interest per week on the outstanding balance from the date of invoice until the date of payment.

 

 

Additional Charges

 

All usual office stationary and telephone calls with the client are included within in our charges.  However, any mileage, project specific telephone calls, postage, courier, accommodation, travel costs, stationary or special miscellaneous project related purchases or expenditures will be chargeable back to the client at cost.  CrackerjackPA will always ensure every attempt is made to keep any additional costs to a minimum and that they are agreed with the client in advance.

 

 

Services

 

Pay As You Go Support

Minimum charge is 1 hour, after which charges are made in 15-minute increments.  Charges are invoiced upon completion of a project or on a weekly basis, whichever is sooner.

 

Advanced Block Bookings

Minimum booking is 10 hours and time is recorded in 15-minute increments.  Payment in full is required before the commencement of the any work, and invoices will include any outstanding additional charges from the previous week or month.

 

Block bookings must be used within 1 month.  A maximum of 2 hours is permitted to be carried over into the next month.

 

Retainer Packages

Advanced booking retainer packages are available in full or half day options on either a weekly or monthly frequency.  Payment in full is required before the commencement of any work, and invoices will include any outstanding additional charges from the previous week or month.  Invoice are usually issued on either a weekly or monthly frequency, unless otherwise agreed with the client.

 

A notice period of 1 month from either party is kindly requested upon termination of a retainer package. CrackerjackPA reserves the right to charge for any work carried out prior to termination.

 

Emergency Assistance

Minimum charge is 1 hour, after which charges are made in 15-minute increments.  Charges are invoiced upon completion of a project or on a weekly basis, whichever is sooner.  This service is available outside of normal business hours of 9.00am to 5.30pm, and can be accessed by calling the mobile number at the top of the website page.

 

 

All services listed may be subject to additional charges.  Please refer to ‘Additional Charges’ for further details.

 

Time spent on each booking is recorded and a copy of these will be supplied with each invoice.

 

Our usual business hours are 9.00am to 5.30pm.  Any work required outside these hours will be chargeable at our out of hours ‘Emergency Assistance’ rate.

 

Clients will be notified in writing of any changes or amendments to the Terms of Business or Pricing of CrackerjackPA.

Last updated: 28th August 2018

 

PHEW!  Please have a lovely cup of tea and slice of cake as reward for reading to the end.