Terms and Conditions
Terms of Service
User’s Acknowledgment and Acceptance of Terms
Violation of Terms of Service may result in a termination of your account.
Tasks and concierge requests are non-transferable. If your plan implies only one user – you cannot sell or give away tasks on your plan. You may either upgrade to a different plan with multiple users or benefit from our referral program to make your colleagues or friends happy with our service. Your Extrabrains account is also non-transferable. Thus, you cannot provide your account details (login and password) to another person.
Ad Hoc plans are defined by hours used per 180 days. Thus, if any amount of hours is not used up by the end of the period, these hours will not carry over to the next period.
Monthly plans are defined by hours used per 31 days. Thus, if any amount of hours is not used up by the end of the period, these hours will not carry over to the next period.
Yearly plans are defined by hours used per month and year. If a certain amount of hours is not used during a month, it will carry over to the next month within a year. Maximum overlap (both carry over of unused hours and credit of hours from upcoming month) between months within a year is 20 hours.
Dedicated Virtual Assistant plan is defined by working hours of one person dealing with your tasks for 8 hours every workday. No hours can carry over to a different period in this plan.
All Extrabrains plans are recurring subscriptions that can be canceled at any time.
Extrabrains is not an employment agency, recruitment organization or introducer. You may not at any time (either during or after five years of the last provision of service) contract with, employ, reward or pay – either directly or indirectly – any Extrabrains employee. $5000 is the penalty becoming payable immediately in case this condition is breached.
Requests & Tasks
Each request (task) must be submitted by email, simple tasks and comments are accepted by phone. Please send your requests individually: this means that each communication you have with your assistant should contain one, defined, task. You’re more than welcome to send multiple tasks simultaneously, but we ask that you create a separate email for each. This ensures the fastest response for each task.
If you would like to make a comment on the quality of our service – kindly send an email at firstname.lastname@example.org. Please visit the following webpage to see the full list of services we offer: http://extrabrains.net/how-we-can-help/. Agreeing to these terms of service means you understand and agree to keep your tasks within the scope of our business. Any additional service is the subject of a separate agreement.
Extrabrains working hours are Monday to Friday, from 8 a.m. till 8 p.m., UTC+2. All tasks submitted on working days after 5 p.m. UTC+2 will be put into work the next working day.
Working outside of working hours is a subject of the additional agreement. We need to be notified 2 working days in advance to plan personnel availability. Double hours are charged for every hour outside official working hours.
Extrabrains is adhering to official Ukrainian banking days and holidays schedule. Kindly discuss this schedule with your assistant directly.
Ownership and Confidentiality of Work Product
Extrabrains owns all the original Work Products created by our Virtual Assistants (i.e. research projects, reports, templates, spreadsheets, forms, etc.). Extrabrains grants to you a non-exclusive, royalty-free, perpetual, irrevocable, non-transferable license to use the Work Product for your personal and commercial purposes. Extrabrains has the right to use and disclose the Work Product to any third party, provided that your confidential information will not be disclosed to any third party.
You keep sole ownership of your confidential information and your intellectual property. It will be removed from Extrabrains Work Product before it is disclosed to any third party.
As used in these Terms of Service, your confidential information means non-public information that you provide to Extrabrains that you reasonably expect Extrabrains to keep secret, including your personal information (i.e., your name, your social security number, your credit card information, and similar information), but does not include information that (1) becomes generally available to the public other than an unauthorized disclosure by Extrabrains; (2) was or becomes available to Extrabrains on a non-confidential basis prior to your disclosure of the information to Extrabrains; (3) is independently developed by Extrabrains without using your confidential information; or (4) information we are required to disclose by a warrant, subpoena or other request in an investigation or legal proceeding or where disclosure is necessary to protect Extrabrains’ rights or property, or the rights of our other clients.
As used in these Terms of Service, your intellectual property means patents, trademarks and copyrights owned by you and any insights, knowledge, and ideas provided by you in connection with the creation of the Work Product.
Guarantee & Warranty
Extrabrains provides no warranty on any of the Work Products developed by our personnel. We will do our best to provide the most accurate information available though we cannot be held liable for any unintentional mistakes.
Hourly memberships can be cancelled at any time without cancellation fees but are non-refundable.
Monthly memberships can be canceled at any time. If the cancellation occurs within first 10 days of the month – the subject of refund is the unused hours. To cancel, just email your assistant or email us at email@example.com and ask us to cancel your subscription. No cancellation fees are applied at any time.
Annual memberships can be cancelled within the first 30 days and will result in a prorated refund for unused time. After the first 30 days, annual memberships are non-refundable.
We may cancel your membership of any type for any or no reason immediately upon notice to you. In this case we will give you a refund of all the remainin hours at the standard rate of your plan for any period for which you have already paid.
Information we collect
Types of personal information we collect when you communicate with us include:
- Billing address
- Email address
- Telephone number
- Credit card number (solely for payment purposes)
To provide the service, you requested we may need to collect additional information including, for example, loyalty program cards numbers, addresses to deliver items you ask us to order on your behalf, and your travel document information.
We may also collect and analyze information from the content of communications you have with us (including text messages and emails) using automated systems.
How we use your information
To Provide Services.
As described above, we collect information from you so that we can provide services that you request from us. We use your personal information to:
- Contact you about your service requests
- Perform the services you requested
- Process credit card/debit card transactions necessary for the services you requested
- Personalize your experience
- Improve our services
- To process your membership fees
Third Party Access
We may provide information to third party service providers when it is necessary to fulfill your request. We may also use third parties to help host our Site, send out email updates about the Site, provide marketing, analytic, and advertising services for us, remove repetitive information from our user lists, and process payments. These service providers will have access to your personal information to provide these services, but when this occurs we implement reasonable contractual and technical protections to limit their use of that information to helping us provide the service.
Your feedback and suggestions related to our services you submit through any channel available including social media will be considered non-confidential and non-proprietary to the extent permitted by law. We may use any of your feedback or suggestions to improve our services or for marketing purposes on our website or any of our social media sites without any obligation to you.
For the purpose of improving our services and customer relationship, we may use your information to perform statistical, demographic, and marketing analyses of the users of the Extrabrains services.
Delegation Of Your Inbox And Calendar
In case you grant us access to your email or calendar accounts, we will not share their contents with third parties without your consent except cases when it’s necessary to fulfill the services requested and as required for Legal Proceedings as described below. We reserve the right to turn over any information related to any potentially illegal activity contained in these accounts to law enforcement for civil and/or criminal penalties. It is solely your responsibility to notify any senders of email or meeting invitations or responses that you have delegated your email and calendar to us and that their emails may be observed by us on your behalf.
We will share personal information with third party companies, organizations or individuals outside of Company if we have a good-faith belief that access, use, preservation or disclosure of the information is reasonably necessary to:
- Meet any applicable law, regulation, subpoena, legal process or enforceable governmental request
- Detect, prevent, or otherwise address fraud, illegal activity, network security or technical issues concerning our service
- Protect against harm to the rights, property or safety of Company, our users (including you), customers or the public as required or permitted by law
- Detect, prevent, or otherwise address risks to national security or other vital public interests
In addition to the sharing described elsewhere in this Policy, we will share personal information with companies, organizations or individuals outside of Extrabrains when we have your express consent to do so.
Access and choices
For security reasons we cannot provide you with precise information we have about you (i.e. passwords, credit card details, etc.) At the same time, we will list the categories of information we have about you on your request. If you want us to remove any information we have about you – please send your request to firstname.lastname@example.org.
You may close your account as described in our Terms of Service. If you do so, we will no longer use your online account information or share it with third parties. We will delete your information if you specifically request us to do so. We may, however, retain a copy of the information for archival purposes, and to avoid identity theft or fraud.
Despite we use physical, technical and administrative security measures to protect the confidentiality and security of your personal information, we cannot guarantee 100% security of any information you share with us. It is your responsibility to protect the security of your login information. We encourage not share any sensitive information with us through emails or any forms on our site, as these means are not encrypted.