Terms & Conditions

Terms and Conditions

Effective Date: October 15, 2025
Last Updated: October 15, 2025

1. Agreement to Terms

Welcome to Altura. These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“Client,” “you,” or “your”) and Altura (“Company,” “we,” “our,” or “us”) governing your access to and use of our virtual assistant services.

By accessing our website, registering for our services, or engaging our virtual assistants, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our services.

2. Services Description

Altura specializes in recruiting, training, and managing highly skilled virtual assistants who provide remote business support services, including but not limited to:

Administrative Support: Data organization, email management, document preparation and handling
Customer Service: Responsive customer support, inquiry management, client relationship building
Data Entry: Data collection, input, management, CRM system updates, invoice processing
Bookkeeping: Financial record management, transaction tracking, basic accounting support
Scheduling: Calendar management, appointment coordination, meeting organization, reminder services
Social Media Management: Content creation, posting, audience engagement, analytics reporting

Services are provided remotely by Kenya-based virtual assistant professionals and are customizable based on client needs and business requirements.

3. Service Engagement and Onboarding

3.1 Registration and Account Creation

To engage our services, you must:

Provide accurate, current, and complete information during registration
Maintain the security of your account credentials
Promptly update your information if it changes
Accept responsibility for all activities under your account

3.2 Client Eligibility

Our services are available to:

Businesses and organizations of all sizes
Entrepreneurs and professionals requiring virtual assistance
Clients who are at least 18 years of age
Entities with legal capacity to enter into binding contracts

3.3 Service Matching and Onboarding

We will:

Assess your business needs and requirements
Match you with appropriate virtual assistant(s) based on skills and experience
Facilitate introductions and initial communications
Provide onboarding support to establish working relationships
Offer cultural sensitivity training to virtual assistants as needed

4. Client Responsibilities

4.1 Cooperation and Communication

You agree to:

Provide clear instructions, expectations, and necessary information to assigned virtual assistants
Respond to communications in a timely manner
Provide feedback to help improve service delivery
Maintain professional and respectful interactions with virtual assistants

4.2 Access and Credentials

When services require access to your systems, you agree to:

Provide necessary login credentials and system access
Ensure security protocols are in place
Notify us immediately of any security concerns
Review and approve access permissions

4.3 Compliance

You are responsible for ensuring that:

Tasks assigned to virtual assistants comply with applicable laws and regulations
You have appropriate rights and permissions for work delegated to us
Your use of our services does not violate third-party rights
Information provided to us is accurate and lawful

5. Pricing and Payment Terms

5.1 Service Fees

Pricing for our services is based on:

Scope of services required
Number of hours or tasks contracted
Complexity and specialization of work
Duration of engagement

Specific pricing will be provided in your service agreement or quote.

5.2 Payment Schedule

Payment terms will be specified in your service agreement
Invoices are typically issued monthly or according to agreed billing cycles
Payment is due within the timeframe specified in your invoice (typically 15-30 days)
We accept payment via [specify payment methods: bank transfer, credit card, etc.]

5.3 Late Payments

Late payments may incur interest charges at a rate of [specify rate]% per month
Services may be suspended for accounts with overdue balances exceeding 30 days
Persistent non-payment may result in termination of services and collection actions

5.4 Taxes

Quoted prices do not include applicable taxes unless otherwise stated
You are responsible for any sales, use, value-added, or similar taxes
We will invoice applicable taxes as required by law

5.5 Price Changes

We reserve the right to modify pricing with 30 days’ written notice
Price changes will not affect active contracts until renewal
Continued use of services after notice constitutes acceptance of new pricing

6. Service Level and Performance

6.1 Service Commitment

We commit to:

Providing skilled, English-proficient virtual assistants
Ensuring professional standards and work ethic
Delivering services with reliability and timeliness
Maintaining quality control and ongoing training
Offering responsive support and communication

6.2 Availability

Standard business hours are [specify hours and time zone]
24/7 support may be available depending on service tier and time zone advantages
Response times for inquiries are typically within [specify timeframe]
Emergency support procedures will be outlined in your service agreement

6.3 Performance Standards

While we strive for excellence, we:

Cannot guarantee specific outcomes or results
Are not liable for delays caused by circumstances beyond our control
Will make reasonable efforts to remedy service issues promptly
Encourage feedback to continuously improve performance

7. Confidentiality and Data Protection

7.1 Confidential Information

Both parties agree to maintain confidentiality of:

Business strategies, plans, and proprietary information
Customer data and databases
Financial information and records
Technical information and processes
Any information designated as confidential

7.2 Virtual Assistant Obligations

All virtual assistants are required to:

Sign comprehensive confidentiality agreements
Complete data protection training
Follow secure data handling procedures
Report any security concerns immediately

7.3 Data Security

We implement security measures including:

Encryption of sensitive data
Secure access controls
Regular security audits
Incident response procedures

Please refer to our Privacy Policy for detailed information on data handling practices.

7.4 Data Ownership

You retain ownership of all data, content, and materials provided to us
Work product created by virtual assistants becomes your property upon payment
We may retain copies for quality assurance and legal compliance purposes

8. Intellectual Property

8.1 Your Content

You retain all rights to content, data, and materials you provide. By using our services, you grant us a limited license to use, reproduce, and distribute your content solely for the purpose of delivering contracted services.

8.2 Our Property

All rights, title, and interest in our website, branding, training materials, processes, and methodologies remain our exclusive property. You may not:

Copy, modify, or distribute our proprietary materials
Use our trademarks or branding without permission
Reverse engineer our processes or systems
Directly solicit or hire our virtual assistants without our consent

8.3 Work Product

Upon full payment, you receive all rights to deliverables and work product created specifically for you. Generic templates, processes, or tools we develop remain our property.

9. Term and Termination

9.1 Contract Duration

Service agreements may be month-to-month or for fixed terms as specified
Contracts automatically renew unless either party provides termination notice
Minimum contract periods, if any, will be specified in your service agreement

9.2 Termination by Client

You may terminate services by:

Providing written notice as specified in your service agreement (typically 30 days)
Paying any outstanding fees for services rendered
Returning or destroying confidential information as directed

9.3 Termination by Altura

We reserve the right to terminate services if:

You breach these Terms or your service agreement
Payment is not received within 60 days of invoice date
You engage in abusive, harassing, or illegal conduct
Continuing service would violate applicable laws

9.4 Effects of Termination

Upon termination:

You must pay all outstanding fees for services provided
We will return or securely destroy your confidential information
Access credentials will be revoked
Confidentiality obligations continue indefinitely
No refunds for prepaid services unless otherwise agreed

10. Limitation of Liability

10.1 Service Limitations

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

Our services are provided “as is” without warranties of any kind
We disclaim warranties of merchantability, fitness for a particular purpose, and non-infringement
We do not guarantee uninterrupted, error-free, or secure service delivery
We are not responsible for results, outcomes, or business impacts

10.2 Liability Cap

Our total liability for any claims arising from our services is limited to:

The amount paid by you for services in the three (3) months preceding the claim, or
$5,000 USD, whichever is less

10.3 Excluded Damages

We are not liable for:

Indirect, incidental, consequential, or punitive damages
Lost profits, revenue, data, or business opportunities
Costs of substitute services or products
Third-party claims against you

10.4 Exceptions

Liability limitations do not apply to:

Our gross negligence or willful misconduct
Breach of confidentiality obligations
Violations of intellectual property rights
Matters that cannot be limited by applicable law

11. Indemnification

You agree to indemnify, defend, and hold harmless Altura, its officers, employees, contractors, and virtual assistants from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

Your breach of these Terms
Your violation of applicable laws or third-party rights
Content or instructions you provide
Misuse of our services
Your negligence or willful misconduct

12. Dispute Resolution

12.1 Informal Resolution

Before initiating formal proceedings, parties agree to:

Notify the other party in writing of the dispute
Attempt good faith negotiations for 30 days
Escalate to senior management if needed

12.2 Governing Law

These Terms are governed by the laws of [specify jurisdiction: Kenya/applicable state], without regard to conflict of law principles.

12.3 Arbitration

If informal resolution fails, disputes will be resolved through binding arbitration in accordance with [specify arbitration rules], except:

Claims for injunctive relief or intellectual property violations
Small claims court matters within jurisdictional limits

12.4 Class Action Waiver

You agree to bring claims only in your individual capacity and not as part of any class or representative action.

13. General Provisions

13.1 Entire Agreement

These Terms, together with your service agreement and our Privacy Policy, constitute the entire agreement between parties and supersede all prior understandings.

13.2 Modifications

We may update these Terms at any time by:

Posting updated Terms on our website
Notifying you via email for material changes
Providing 30 days’ notice before changes take effect

Continued use of services after changes constitutes acceptance.

13.3 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights to affiliates or in connection with a business transfer.

13.4 Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full effect.

13.5 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

13.6 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, labor disputes, internet failures, or government actions.

13.7 Notices

Legal notices must be sent to:

For Altura: [insert official email and address]
For Client: The email and address provided in your account

Notices are effective upon delivery.

13.8 Relationship

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between parties. Virtual assistants are our contractors, not your employees.

14. Acceptable Use Policy

You agree not to:

Use our services for illegal, fraudulent, or unauthorized purposes
Transmit malicious code, viruses, or harmful materials
Attempt to gain unauthorized access to our systems
Interfere with service operations or other users
Harass, abuse, or mistreat virtual assistants
Request services that violate third-party rights
Circumvent security or access controls
Reverse engineer our proprietary processes

Violations may result in immediate termination of services.

15. Contact Information

For questions about these Terms or our services, please contact us:

Altura Virtual Assistant Services
Email: partnerships@aturaassist.com
Website: https://alturaassist.com

Acknowledgment

By using our services, you acknowledge that you have read these Terms and Conditions, understand them, and agree to be bound by them. These Terms protect both your interests and ours, ensuring a professional and mutually beneficial partnership.

Thank you for choosing Altura as your virtual assistant partner. We look forward to supporting your business growth and success.