Frequently Asked Questions
Welcome to our FAQ page! We’ve put together a list of common questions to help you feel confident and informed about our AI-enhanced virtual assistant services. Our goal is to make your experience as smooth as possible, from understanding our plans to managing your daily workflow.
If you read through the questions below and still have something on your mind, don’t hesitate to reach out. We’re here to provide the clarity you need. You can contact us for support here.
HOW IT WORKS
When you sign up, you’re assigned a dedicated VA and a Client Success Lead (your main point of contact for escalations and workflow improvements). You assign tasks directly to your VA; if you ever have issues, your Client Success Lead steps in.
No — we carefully match you with the most suitable VA based on your workflow, industry, and communication style. This ensures you get someone trained and ready for your needs without wasting time on interviews.
Yes. If for any reason you’d like a different VA, your Client Success Lead will assign a new one and manage the transition smoothly, so there’s no disruption to your tasks
We recommend Discord. You’ll get a private channel within Virtary client dedicated server together with your VA and Client Success Lead, monitored by management.
We’ve made the onboarding process as simple as possible. Your dedicated team will provide a quick training session and a guide video to help you get comfortable with the platform. We’ll even set up your account for you, so all you need to do is change your password and log in to get started.
Yes, but since they aren’t monitored by Virtary, we can’t guarantee the same level of oversight.
Once you purchase a plan, we’ll schedule a briefing call within 24 hours and your VA will be ready to onboard immediately.
Yes, your Client Success Lead is always available for escalations, feedback, and workflow improvements.
Tasks & Services
Our VAs are highly skilled professionals who use AI tools like Gemini and ChatGPT internally to perform their tasks. The AI helps them work faster and more accurately, but it’s the human assistant who applies strategic thinking, empathy, and judgment to get the job done right. You get the benefit of AI-powered efficiency without having to manage the technology yourself.
Our expert VAs are trained to handle a wide range of tasks that eat up your day. We specialize in managing your inbox, scheduling, and finance, as well as providing dedicated support for CRM, social media, Canva design, Shopify, and technical troubleshooting. If your needs fall outside these areas, we’ll build a custom plan just for you.
Yes, you communicate directly with your VA for day-to-day tasks.
We’ll assign a VA trained in the tools you need (e.g., QuickBooks, Xero, HubSpot, Canva, Shopify).
Yes, as long as tasks remain within the same focus area.
Yes. Your dedicated Client Success Manager will guide you through the process to ensure a smooth transition. Please note that some specialized service focuses may have a different hourly rate. In such cases, your monthly plan will be re-calculated and adjusted based on the new service and its corresponding hourly rate.
No, our virtual assistants do not handle client-facing calls such direct calls or sales outreach. All of our services and communication are managed through chat and email-based tasks to ensure every action is documented and easy to track. However, our VAs can assist with meeting-related tasks like scheduling, sending invites, and providing follow-up summaries.
We can create a custom plan tailored to your needs. Drop us a message here.
Payments
We accept PayPal and WooCommerce checkout.
Yes — simple, transparent USD pricing.
Yes! Our Kick Off Trial Pack is designed for exactly that. It offers 10 hours of service over 7 days for just USD 80. If you decide to upgrade to a monthly plan within that week, the full trial fee will be credited toward your first month’s subscription. We are confident in our service, and this package is backed by our money-back guarantee. You can find more details in our refund policy.
We have a clear Refund Policy: refunds are only applicable if services haven’t started. Once hours are assigned or work has begun, refunds aren’t possible.
Usage & Hours
On your contract start date, valid for one month. Example: sign up Aug 6 → valid until Sep 6.
Yes, unused hours can be rolled over, but with a specific condition. Rolled over hours must be utilized within the first two weeks of your next billing cycle. To help you manage this, your dedicated Client Success Manager will contact you every Monday morning with an update on your hours status. We recommend choosing a plan that closely aligns with your typical monthly workload to get the most value from your subscription.
Yes, but availability depends on the agreed VA schedule.
Yes, you can. We can split hours to accommodate a large or varied workload. However, to ensure a seamless workflow and to help your VA become a true expert in your business, we recommend assigning one dedicated VA for contracts of 40 hours per month or less.
We use a secure, internal time-tracking application to ensure every minute is accounted for. Your dedicated Client Success Lead meticulously monitors and checks all logged hours. You will receive a detailed hours report every Monday to keep you fully updated on your project’s progress and remaining hours.
Yes, you can. You have two options for adjusting your plan:
From the next billing cycle: You can change your plan at any time, and the new hours and price will take effect at the start of your next billing cycle.
- Mid-cycle: You can also upgrade or downgrade your plan in the middle of your current cycle. In this case, your monthly price will be recalculated based on the new hours.
Your dedicated Client Success Manager will guide you through the process to ensure a smooth transition. Please note that some specialized service focuses may have a different hourly rate. In such cases, your monthly plan will be re-calculated and adjusted based on the new service and its corresponding hourly rate.
You can purchase a Top-Up package at any time. Simply get in touch with your dedicated Client Success Lead, and they will guide you through the process of adding extra hours to your plan, so you can continue your projects without interruption.
Our longer-hour plans (120 or 160 hours) are priced with a lower hourly rate to reward your commitment. For large-scale or custom projects that require a significant number of hours, we are also happy to discuss a custom rate. Please contact us to learn more.
Security & Confidentiality
Yes, your data is completely safe with us. We have strict security protocols in place, and all of our virtual assistants are trained to follow secure workflows. Our key security measures include:
- Two-Factor Authentication (2FA): All VAs are required to use 2FA on their accounts for an extra layer of security.
- Confidentiality Agreements: Every VA is bound by a strict confidentiality agreement to protect your sensitive information.
- Limited Access: We use a “need-to-know” basis, ensuring that access to your files and data is limited to only the team members who are directly working on your project.
For an added layer of protection, all data that is used with our AI-enhanced workflows is processed internally.
Your sensitive information is never used to train or improve any public AI models, ensuring your privacy is always our top priority.
Your security is our top priority. We strictly avoid sharing any sensitive information, such as passwords or payment details, over unsecured channels like email or chat. Instead, we use and recommend a secure password manager like LastPass or 1Password.
We will guide you through the process of sharing access to specific accounts through an encrypted vault, ensuring that your data remains completely secure and confidential at all times.
Yes, you control what accounts/tools they can access.
Yes — NDAs can be signed upon request. This ensures the complete confidentiality of your business and project information.
Yes. All of your workflows and communication are monitored by your dedicated Client Success Manager via our shared Discord channel.
This proactive approach allows us to ensure that every task is completed on time, provide immediate support if any issues arise, and maintain a seamless workflow, all without you having to manage your VA directly.
Only with your permission, and securely through approved platforms.
Yes. We have proudly served over 500 clients across the United States, Europe, and the Asia-Pacific region. Our team is also recognized as a Top Rated Plus Agency on Upwork, a testament to our commitment to delivering high-quality service to businesses worldwide.
Primarily Indonesia, fluent in English and global business culture.