1. Service Overview
FreedUp provides executive assistance by pairing clients with skilled Executive Assistants (EAs) to help manage tasks, systems, and workflows. This policy outlines how our services are delivered, the commitments we ask from clients, and the procedures for addressing any concerns or adjustments.
2. Fulfillment Timeline
Once you have completed the onboarding process outlined in our Executive Handbook, FreedUp will pair you with a suitable EA within 30 to 45 business days. Our onboarding process ensures that your EA is fully equipped to start making an impact from Day 1, following the structured onboarding and training modules provided in the handbook.
3. Service Commitments
To ensure a successful partnership with your EA, we ask that you adhere to the "Exec Best Practices & Suggested Commitments" outlined in the Exec Handbook, which include regular meetings, active delegation, and consistent use of Standard Operating Procedures (SOPs). These practices are critical for maximizing the value of your EA and ensuring smooth operations.
4. Adjustments and Modifications
If you need to adjust the scope or focus of your EA’s responsibilities, please communicate these changes during your regular meetings or reach out to us directly. FreedUp is committed to flexibility and will work with you to update your systems and processes accordingly.
5. Refund and Re-Pairing Policy
Our Guarantee section in the handbook details our commitment to your satisfaction. If, within the first 30 days, you are not satisfied with your EA despite adhering to our best practices, you may request a re-pairing with another EA at no additional charge. If re-pairing is not feasible, a full refund will be issued. Requests for re-pairing or refunds must be accompanied by documentation showing adherence to the best practices outlined in the handbook. Refund requests should be submitted in writing to contact@freedup.com within the first 30 days. Refunds will be processed within 10 business days of approval.
6. Cancellation Policy
You may cancel your service at any time by providing written notice to contact@freedup.com. Services will continue until the end of the current billing cycle, and no further charges will be incurred. Partial refunds are not available for mid-cycle cancellations.
7. Complaint/Issues Process
If you encounter any issues with your EA, please refer to the "Complaint/Issues Process" section in the handbook. We are committed to resolving any concerns swiftly, whether they involve performance, workflow, or delegation challenges. FreedUp will work with you to address and correct any issues or, if necessary, replace your EA at no additional cost.
8. Customer Support
For any questions or additional support, please contact our customer service team at contact@freedup.com. We are dedicated to ensuring your experience with FreedUp is productive and beneficial.
9. Agreement
By engaging with FreedUp, you agree to follow the guidelines and best practices as detailed in the Executive Handbook. This includes active participation in onboarding, delegation, and feedback processes to ensure the success of your EA partnership.