Terms & Conditions

Introduction
These Terms and Conditions govern the use of this website and the services provided by MK Virtual Assist, operated by Matea Kes and based in Denmark.
By accessing this website or requesting services from MK Virtual Assist, you agree to be bound by these Terms and Conditions.
All our agreements are binding, regardless of whether they are made over the phone, via Zoom or in writing.
All hourly tasks are invoiced after the task is completed, i.e. you have no upfront payment. 
All prices are exclusive of VAT.
 
Service Agreements
All client engagements are subject to a separate written agreement or service confirmation outlining the scope of work, pricing, and duration of services. These Terms and Conditions serve as general website terms and do not replace a formal service agreement between MK Virtual Assist and its clients.
 
Pricing and Payment
MK Virtual Assist offers the following hourly rates:

Ad Hoc Support — 420 DKK/hour, for 1–5 hours per month
Ongoing Support — 370 DKK/hour, for 6+ hours per month, invoiced monthly
Specialist Projects (process optimization, AI and digital tool implementation, translation and transcription (English, Croatian), workflow development) — 600–700+ DKK/hour, scoped and quoted individually per project

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Hourly work is invoiced after the work is completed, or at the end of each month for ongoing collaborations, and is payable within eight (8) days of the invoice date. Failure to pay invoices within the specified timeframe may result in the suspension or termination of services until payment is received.
For Specialist Projects with a fixed or estimated price, 50% is invoiced before work begins, with the remaining balance invoiced upon completion.
Time Tracking and Billable Work
Billable time includes preparation, research, communication with the client beyond an initial free 30-minute introductory call, drafting, editing, proofreading, and any revisions or corrections requested after a task has been delivered.
Time is tracked and billed in 15-minute increments (e.g. 1 hour and 10 minutes of work is billed as 1 hour and 15 minutes).
A summary of hours used is available to clients upon request. It is the client's responsibility to monitor their own time usage against any agreed estimate.
MK Virtual Assist does not bill clients for its own administrative time, breaks, sick days, holiday pay, or continuing education as these are built into the hourly rate.
 
Rush and Urgent Requests
Services are generally provided during standard business hours in Denmark, Monday to Friday, unless otherwise agreed.

Tasks requiring completion within 24 hours: +50% surcharge on the agreed hourly rate
Work carried out outside standard business hours that does not fall within the 24-hour rush category: +25% surcharge
Work carried out over a weekend: +50% surcharge

No surcharge applies where MK Virtual Assist chooses, at its own discretion, to carry out work outside standard business hours.
 
Client Responsibilities
Clients are responsible for providing accurate information, materials, and instructions necessary for the completion of services. MK Virtual Assist cannot be held responsible for delays, errors, or incomplete work resulting from insufficient or inaccurate information provided by the client.
 
Communication and Availability
Communication between MK Virtual Assist and clients will typically take place via email or approved communication platforms. MK Virtual Assist aims to respond to inquiries within one business day.
 
Confidentiality
MK Virtual Assist treats all client information, documents, and communications as confidential and will not disclose such information to third parties without the client's consent, except where disclosure is required by law.
 
Third-Party Platforms and Services
MK Virtual Assist may use third-party software platforms and tools to deliver services. While reasonable care is taken when working with such platforms, MK Virtual Assist cannot be held responsible for technical failures, outages, or issues arising from third-party systems.
 
Travel Planning Disclaimer
Where services include assistance with travel planning or booking coordination, MK Virtual Assist acts solely as an administrative support provider. The client remains responsible for reviewing and confirming all bookings and travel arrangements. MK Virtual Assist cannot be held liable for cancellations, schedule changes, or issues caused by travel providers.
 
In-Person Meetings
MK Virtual Assist operates primarily as a remote service. Whether communication takes place via Zoom, phone, or another platform will be agreed with the client.
Physical meetings can be arranged for larger assignments or longer-term collaborations, subject to availability. MK Virtual Assist is based in Copenhagen and can typically meet within the wider Copenhagen area; meetings further afield can be discussed on a case-by-case basis.
Where an in-person meeting is agreed, MK Virtual Assist covers up to 2 hours of transport time each way; time beyond this, along with any related transport costs, will be invoiced. Any extra travel costs (e.g. tolls, parking) will be agreed and invoiced separately.
 
Cancellations and Termination
Clients may cancel or modify an ongoing collaboration by providing at least seven (7) days' written notice. Unused hours within a monthly arrangement are non-refundable and do not roll over to subsequent months unless otherwise agreed in writing.
For individually booked sessions or tasks: cancellations made with less than 24 hours' notice will be billed for a minimum of 30 minutes. Tasks cancelled after work has already begun will be invoiced for the time already spent, with a minimum of 2 hours.
MK Virtual Assist reserves the right to terminate services immediately in cases of non-payment, unlawful activity, or inappropriate conduct.
 
Limitation of Liability
MK Virtual Assist will perform services with reasonable care and professionalism. However, MK Virtual Assist shall not be liable for indirect or consequential losses, business interruptions, or damages resulting from client decisions, delays in communication, or circumstances beyond reasonable control.
 
Responsibility
Clients are responsible for the tasks they delegate to MK Virtual Assist and for the outcomes those tasks contribute to their business. MK Virtual Assist takes no responsibility for business results such as improved search engine rankings, increased social media engagement, or higher revenue.
It is the client's responsibility to ensure that the tasks and instructions they provide comply with applicable laws and regulations.
MK Virtual Assist commits to contributing its knowledge and expertise and to advising clients to the best of its ability on all delegated tasks.