Terms and Conditions

These are the terms and conditions of an agreement between us (Indigo Eleven, Allia Future Business Centre, London Road, Peterborough. Cambridgeshire. PE2 8AN) and 'You' the client.

​Please note that from time-to-time Indigo Eleven may need to update these terms and conditions without prior notice. If significant changes are made that affect our working agreement you will be notified by email.

​Terms and Conditions last updated: March 2025.

Written approval

• Written approval must be received before work commences, this is confirmation of the work required, timescales for completion and the adopted pricing plan. This is accepted via email.
• A signed copy of our Terms and Conditions must be returned before any work is completed. 

Pricing plans and payment terms

(for standard VA services)

Packages (Guaranteed monthly resource):

• Hours must be agreed and purchased in advance before any work commences. 
• Monthly invoices will be issued on the last working day of each month. Payment is accepted by standing order only, payable by the 7th of each month. 
• Monthly retainer clients must agree to a minimum period of three continuous months. 
• A months’ notice must be given by either party to terminate the contract.
• All work is logged and billed to 15 minute increments.
• All hours worked on retainers are recorded and detailed on your monthly invoice (Unused time cannot be carried forward, except in special circumstances agreed in advance with Indigo Eleven).
• If retained hours look to run out before the end of the month, we will contact you to notify you in advance. Additional hours can be purchased at our standard VA hourly rate (see below) and will be invoiced independently at the end of the month. 
• If we notice a consistent trend over a 3 month period of either increased, or decreased hours worked Vs your agreed package, we will contact you to discuss adjusting your retainer as necessary.
• All retainer packages are priced at £32 p/hr.

 Pay as you go (Subject to availability):

• All work is logged and billed to 15-minute increments.
• The minimum invoice amount is one hour.
• Work completed using our 'Pay as you go' service (VA, PA and administrative support only) is charged at our standard VA hourly rate of £38 p/hr.
• Invoices will be issued on the last working day of each month, payable within 7 days.

​Day rates (Subject to availability):

• A standard day is classed as 7.5 hours.
• Any travel or accommodation costs and expenses are billed separately.
• Work completed using our day rate is charged at our standard day rate.
• Invoices will be issued on the last working day of the month, payable within 7 days.

Specialist services (ad-hoc and one-off Projects)

(Including CRM, MailChimp, Social Media, Graphic Design and Website Projects). Subject to availability.

• A quote will be provided detailing the nature of the work required with an agreed timescale for completion (where applicable).
• Invoices will be issued on the last working day of each month, payable within 7 days.

General terms

• All initial meetings/consultations (up to 1 hour) and quotations are provided free of charge.
• All calls and face-to-face meetings, plus any other use of our time including the initial set-up of systems, training or familiarisation is fully chargeable.
• Additional expenses including mileage (45p per mile), postage, couriers, premium rate telephone calls, bulk printing and items of stationery will be added to your invoice at cost.
• Our standard working hours are Monday - Friday, 9.00am-5.00pm. Additional hours, if available may be purchased at an agreed hourly rate.
• Overdue invoices (after 14 days) may incur interest added at 4% above the Bank of England base rate. 
• Payment is accepted by monthly standing order or bank transfer. 

Responsibilities

• Final proofing is the responsibility of the client.
• Any errors attributed to Indigo Eleven must be notified to us in writing within 5 working days of receipt and will be rectified free of charge.
• Indigo Eleven cannot be held responsible for liability or damage caused by computer viruses. Clients are advised to ensure that they are utilising appropriate virus protection at all times to avoid this risk.
• We are happy to sign non-disclosure and confidentiality agreements.
• Indigo Eleven have Professional Indemnity and Public Liability insurance with Markel Direct.

Data protection and privacy policy

• You can review our Privacy Policy here.
• You can review our Cookie Policy here.
• We use the following systems to store and process personal data and non-personally identifiable information: Capsule CRM, Wave Accounting, Dropbox, LastPass, Trello and MailChimp.
• Personal data is deleted from our files and systems within 12 months after work ceases.  Confidential information and files will be deleted immediately on completion of the work, following written confirmation from the client.
• Our PCs and laptops have anti-virus software installed and are all password protected. 
• Files are saved in a cloud-based service and are backed-up monthly using an external hard drive.

Copyright Indigo Eleven

As a user of our website, you agree not to reproduce, retransmit, disseminate, sell, publish, broadcast, or otherwise use any material from the Indigo Eleven website without our express prior written consent. ​