Terms of Service
Last updated: September 23, 2026. Questions or requests: hello@virtualwise.co · See also our Privacy Policy.
Who these terms are between
These Terms of Service (the “Terms”) govern your use of virtualwise.co and the virtual assistance services provided by Virtual Wise (“Virtual Wise”, “we”, “us”, “our”). By using the website, requesting a quote, or engaging an assistant, you agree to them.
Virtual Wise is a social enterprise based in Nairobi, Kenya. We recruit, train and manage university-educated virtual assistants and place them with businesses worldwide. You can reach us any time at hello@virtualwise.co.
If you are agreeing on behalf of a company, you confirm you are authorised to bind that company, and “you” means that company.
What we provide
We match you with one or more assistants and manage the working relationship. A typical engagement includes:
- A discovery call to understand the work, the tools and the hours you need.
- Shortlisted assistant profiles for you to interview and choose from.
- Onboarding, which we aim to complete within 48 hours of your choice.
- Access to a timesheet platform from day one, showing hours logged against tasks.
- Ongoing quality assurance, backup coverage and support from our Kenya-based team.
Your assistant works to your instructions, on your tools and your systems. We remain responsible for their training, supervision, quality and continuity of cover.
Assistants are engaged by Virtual Wise, not by you. Nothing in these Terms creates an employment relationship between you and any assistant, and you are not responsible for their taxes, benefits or statutory contributions.
Hours, rates and invoicing
Work is charged by the hour. General virtual assistance starts at $8 per hour. Specialised roles such as bookkeeping, digital marketing, copywriting and web development run up to $15 per hour. The rate for your engagement is confirmed in writing before any work begins and does not change without your agreement.
You pay only for hours actually worked and logged. There is no minimum term, no retainer and no setup fee.
Hours are recorded in the timesheet platform against the tasks they were spent on. You can review them at any time. We invoice on the agreed cycle, normally weekly or monthly, and payment is due within seven days of the invoice date unless we have agreed otherwise in writing.
Where we offer introductory free hours, they apply once per client, to a new engagement, and are not exchangeable for credit or cash.
If you believe a logged entry is wrong, tell us within seven days of the invoice and we will review it with you and correct anything that should not have been billed.
Late payment may lead us to pause work. We will always tell you before we do, and we will not pause without giving you a chance to settle.
Changing, pausing or ending the engagement
You can scale your hours up or down week to week, from five hours to full time, by telling us in advance so we can plan cover.
You can pause or end the engagement at any time with seven days’ written notice to hello@virtualwise.co. You pay for hours worked up to the end of the notice period and nothing beyond it.
If your assistant is not the right fit, tell us. We will replace them at no extra cost. This is our free replacement guarantee and there is no limit on invoking it in good faith.
We may end an engagement if invoices go unpaid after reminders, if the work requested falls outside what we agreed, or if an assistant is treated in a way that breaches the standards below. We will give you reasonable notice and hand over cleanly.
Your responsibilities
To get good work out of an assistant, you agree to:
- Give clear instructions, and the access, tools and information the work needs.
- Keep the accounts and licences your assistant uses in good standing, and pay for any third-party software the work requires.
- Treat your assistant with respect, in line with ordinary professional conduct.
- Not ask for anything unlawful, deceptive or in breach of a third party’s rights, including sending unsolicited bulk email, creating fake reviews or accounts, scraping in breach of a site’s terms, or misrepresenting who you are.
- Not attempt to hire a Virtual Wise assistant directly, outside the engagement, during it or for six months after it ends. If you want to bring someone in-house, talk to us. We will not stand in the way of a career, and we will agree a fair transition.
Confidentiality
Your business information is confidential. Assistants are bound by confidentiality obligations as a condition of working with Virtual Wise, and we brief every assistant on handling client data before they start.
We will not disclose your confidential information to anyone outside Virtual Wise without your consent, except where the law requires it. This obligation continues after the engagement ends.
We are happy to sign your own non-disclosure agreement. Just send it over before onboarding.
We will not name you as a client, quote you or use your logo in our marketing without your written permission.
Who owns the work
You own the work your assistant produces for you. All intellectual property in deliverables created for you during the engagement passes to you on creation, and we will sign anything reasonable you need to confirm it.
Two things stay with us: our own templates, internal processes and training material, which are not deliverables; and any general skill or know-how an assistant gains, which they are free to use elsewhere.
You are responsible for making sure that the material you give an assistant to work with is yours to use, including images, copy, data and software licences.
Artificial intelligence in the work
Our assistants are trained to use AI tools, and many engagements involve them for drafting, research, transcription, image work or automation. We will tell you where AI is part of the work if you ask, and we will stop using it on your account if you prefer.
A person reviews AI-assisted output before it reaches you. We do not treat a model’s output as finished work.
We do not feed your confidential material into tools that train on it. Where a task needs an AI tool, we use accounts and settings that exclude your data from training, or we use your own account if you would rather.
Data protection
How we handle personal information is set out in our Privacy Policy, which forms part of these Terms.
Where an assistant handles personal data belonging to your customers or staff, you are the controller of that data and we act on your instructions. If you need a data processing agreement, ask and we will put one in place.
Our team works from Kenya, so data you share may be accessed there. If that raises a compliance question for you, tell us early and we will work through it before onboarding.
What we promise, and what we cannot
We guarantee the standard of our work: consistent output, honest reporting of hours, quality checks, backup cover, and a free replacement if the fit is wrong. If we get something wrong, tell us and we will put it right, at our cost.
We cannot guarantee a commercial outcome. No agency honestly can. Leads, rankings, revenue and growth depend on your market, your offer and factors outside anyone’s control, so we do not promise results of that kind and nothing on our website should be read as promising them.
The website is provided as it is. We keep it accurate and available, but we do not warrant that it will be uninterrupted or error free.
To the extent the law allows, neither party is liable to the other for indirect or consequential loss, including lost profits, lost data or business interruption. Our total liability for any claim arising out of an engagement is limited to the fees you paid us for that engagement in the three months before the claim arose.
Nothing in these Terms limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.
Changes to these terms
We may update these Terms as the business changes. The date at the top of this page shows when they were last revised.
If a change materially affects an active engagement, we will tell you by email before it takes effect. Continuing to use the services after that means you accept the updated Terms. If you do not, you can end the engagement under the notice provisions above.
Governing law and disputes
These Terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction over any dispute, unless your engagement letter says otherwise.
Before anyone goes near a court, we ask that you raise the problem with us directly at hello@virtualwise.co. In our experience almost everything is solved by a conversation, and we would rather have that conversation than a legal one.
If any provision of these Terms is found unenforceable, the rest continues to apply.
Getting in touch
Questions about these Terms, an invoice, or anything else: email hello@virtualwise.co, call +254 796 467 278, or message us on WhatsApp at +254 712 322 323.