At Family Assistants West London, we strive to provide excellent and flexible services that meet the needs of each family we work with. To ensure that our services remain fair, efficient, and accessible for all clients, we have implemented the following Fair Usage Policy:
General Guidelines
1. Hourly Plan (Membership + Hourly Rate)
• The £50/month membership fee grants you access to our services, but additional charges apply for tasks completed, billed at £50 per hour, billed at the end of each task or monthly. In person tasks have a. minimum charge of 3 hours.
• Clients are expected to use our services within reasonable limits. Excessive or frequent usage of hours within a month may be reviewed, and additional fees may apply.
• We ask that clients notify us of high-volume tasks or unusually large projects in advance so we can allocate sufficient time and resources.
2. Fully Remote Option
• The monthly fee covers up to 15 hours of remote assistance per month.
• Requests exceeding the allocated time will be billed at £35 per hour, with prior approval from the client.
• Remote tasks must be clearly defined and reasonable in scope to ensure efficient service delivery. Large or complex projects may be subject to an additional charge, agreed upon in advance.
3. In-Person Plan (One Day per Week)
• The £1000/month plan grants you access to one guaranteed full day (6 hours) of in-person assistance each week.
• If the allocated time is exceeded or if additional in-person support is requested on an ongoing basis, extra hours will be billed at £40 per hour.
We aim to ensure that all clients receive the highest level of service. Excessive or unreasonable use of services—such as last-minute, frequent requests for high-volume tasks—may lead to a review of the client’s plan and additional charges for non-urgent or time-consuming requests. In cases where requests become unreasonable or disruptive to normal service delivery, we reserve the right to discuss the adjustment of the client’s plan or introduce additional fees.
Cancellations and Changes
• For all plans, cancellations or changes to scheduled services (such as in-person bookings or remote assistance) must be made at least 24 hours in advance to avoid cancellation fees.
• Any tasks or appointments cancelled with less than 24 hours’ notice may be subject to a charge of up to 50% of the agreed fee for that service.
Additional Charges
• Overnight or Extended Hours: Requests for extended hours or services outside of regular business hours may incur additional charges, which will be agreed upon in advance.
• Special Requests: Any specific, time-intensive, or specialised tasks outside the scope of the regular services offered may be subject to a one-time or ongoing additional charge, depending on the nature of the request.
By using our services, you agree to adhere to this Fair Usage Policy. We are committed to providing a flexible, personalised experience for every family, and this policy ensures that our services remain efficient and fair for all of our clients.
If you have any questions or concerns about our Fair Usage Policy, please do not hesitate to contact us.