These Terms & Conditions apply to services provided by Hope Joy-Smith PA Services (“we”, “us” or “our”).
By engaging our services, you (“the client”) agree to these Terms & Conditions together with any quotation, proposal or service agreement provided to you.

1. Our Services
Hope Joy-Smith PA Services provides personal assistant, administrative, business support, lifestyle and concierge services.
The exact services provided will be agreed with each client before work begins and may include, but are not limited to:

• Administrative support

• Diary and calendar management

• Email and inbox management

• Research

• Travel and accommodation research or arrangements

• Appointment and reservation management

• Lifestyle and personal administration

• Business support

• Event or occasion assistance

• General concierge services

Specific deliverables, timescales and costs may be agreed separately in writing.

2. Enquiries & Quotations
Submitting an enquiry through our website does not create a contract or obligation to purchase services.
Where appropriate, we will discuss your requirements and provide information regarding availability, pricing and the proposed scope of work.
Any quotation is based on the information available at the time and may be amended if the scope or requirements subsequently change.

3. Client Responsibilities
To allow us to provide services effectively, clients agree to:

• Provide accurate and complete information

• Provide instructions within reasonable timescales

• Respond to requests for information or approval where required

• Provide appropriate access to accounts, systems or documents where necessary

• Ensure they have permission to share any third-party personal information provided to us

• Inform us promptly of changes that could affect the work

We will not be responsible for delays caused by missing, inaccurate or late information supplied by the client.

4. Fees & Payment
Fees will be communicated and agreed before work begins.
Depending on the service, fees may be charged:

• Hourly

• As a fixed project fee

• As a package

• On a retainer or ongoing-support basis

Invoices must be paid within the payment period stated on the invoice.
Where additional work is requested outside the originally agreed scope, additional charges may apply. These will be communicated where reasonably possible before the additional work is undertaken.

5. Third-Party Costs
Some concierge or PA requests may involve purchases or services provided by third parties, including accommodation, travel, restaurants, tickets, couriers or other suppliers.
Unless otherwise agreed, the client is responsible for all third-party costs incurred in fulfilling their request.
We will not knowingly incur significant additional third-party costs without the client's approval.
Third-party purchases may also be subject to the individual supplier's own terms, cancellation policies and refund conditions.

6. Bookings & Reservations
Where we make a booking, reservation or purchase on your behalf, we act on the instructions and information you provide.
You are responsible for checking booking details and notifying us promptly of any errors.
Availability, pricing, cancellation policies and other conditions imposed by third-party providers are outside our control.
We cannot guarantee that a particular booking, reservation, ticket or service will remain available until it has been successfully confirmed.

7. Cancellations
If you need to cancel or change an agreed service, please contact us as soon as possible.
Any cancellation fee or amount retained will depend on the work already completed, time reserved, expenses incurred and other reasonable losses resulting directly from the cancellation.
Where third-party bookings have already been made, refunds will also depend upon the relevant supplier's cancellation and refund policy.
Nothing in these Terms & Conditions affects any cancellation rights you may have under applicable consumer law.

8. Consumer Cancellation Rights
If you are purchasing services as a consumer and the agreement is entered into online, by telephone or otherwise at a distance, you may have a legal right to cancel the contract within 14 days.
If you specifically request that we begin providing services during this cancellation period, you may be required to pay a reasonable amount for services supplied before you cancel.
Where a service has been fully performed during the cancellation period following your express request and acknowledgement, your right to cancel may end once the service has been completed.
Your statutory rights are not affected by these Terms & Conditions.

9. Confidentiality
We recognise that clients may provide us with confidential, personal or commercially sensitive information.
We will take reasonable steps to keep this information confidential and will only use or disclose it where necessary to provide the agreed services, where authorised by the client, or where disclosure is required by law.
Clients must also respect any confidential business information provided by Hope Joy-Smith PA Services.

10. Data Protection
Personal information will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
Where we process personal information on behalf of a client while providing services, the client remains responsible for ensuring that they are entitled to provide that information to us.

11. Passwords & Account Access
Where a client provides access to an account, platform or system for the purpose of completing agreed work, access will only be used as reasonably necessary to provide the service.
Clients should use appropriate methods for securely sharing passwords and account credentials.
We recommend removing or changing access permissions when they are no longer required.

12. Availability & Communication
Working hours, response times and availability may vary depending on the service arrangement agreed with the client.
Unless specifically agreed otherwise, we do not guarantee immediate responses or 24-hour availability.
Urgent or out-of-hours work may be subject to availability and additional charges where agreed in advance.

13. Changes to Services
Clients may request changes to the agreed scope of work.
Where a change requires additional time, work or expense, we reserve the right to revise the price or timescale. Any material changes will be discussed with the client before proceeding.

14. Third-Party Services
We may recommend or interact with third-party businesses or service providers when carrying out client requests.
Unless specifically stated otherwise, we are independent from those providers and cannot guarantee the quality, availability, pricing or performance of services provided by third parties.
Any contract entered into directly with a third-party provider will be subject to that provider's terms and conditions.

15. Liability
We will provide our services with reasonable care and skill.
However, we will not be responsible for losses resulting from circumstances outside our reasonable control or from inaccurate, incomplete or late information supplied by the client.
Where we arrange services supplied by independent third parties, we are not responsible for the acts or omissions of those third parties except where liability cannot legally be excluded.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Nothing in these Terms & Conditions affects a consumer's statutory rights.

16. Intellectual Property
Unless otherwise stated, the content, branding, written materials and other original materials appearing on the Hope Joy-Smith PA Services website belong to Hope Joy-Smith PA Services or are used with appropriate permission.
Website content must not be copied, reproduced or commercially distributed without prior permission, except where permitted by law.

17. Website Information
We aim to ensure that information on our website is accurate and up to date, but website content is provided for general information purposes.
Services, pricing, availability and other information may change from time to time.
Any specific service arrangement will be governed by the information agreed directly between Hope Joy-Smith PA Services and the client.

18. Ending an Ongoing Service
Either party may end an ongoing service arrangement in accordance with any notice period agreed when the service begins.
Where no specific notice period has been agreed, reasonable notice should be provided.
Outstanding fees for services already supplied and authorised expenses remain payable following termination.
We may end or suspend services where there is a serious breach of these Terms, including persistent non-payment, unlawful requests, abusive behaviour or circumstances that make it unreasonable or unlawful for us to continue providing the service.

19. Events Outside Our Control
We will not be responsible for delays or failure to perform services caused by events outside our reasonable control, including significant technical failures, internet or communications outages, transport disruption, severe weather, illness or disruption to third-party services.
Where this occurs, we will make reasonable efforts to communicate with affected clients and minimise disruption.

20. Complaints
If you are unhappy with any aspect of our service, please contact us as soon as possible so that we have an opportunity to investigate and resolve the matter.
Please contact:
Hope Joy-Smith PA Services
Email: hope@hjs-pa.com

21. Changes to These Terms
We may update these Terms & Conditions from time to time.
Changes will not retrospectively alter the terms of an existing agreed service unless both parties agree or a change is required by law.

22. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in this section limits any rights a consumer may have regarding the jurisdiction in which they are entitled to bring legal proceedings.

23. Contact
For questions regarding these Terms & Conditions, please contact:
Hope Joy-Smith PA Services
Email: hope@hjs-pa.com