Terms and Conditions

Effective Date: April 12, 2025
Welcome to Ask Velma!

These Terms and Conditions ("Terms") govern your access to and use of the services provided by Ask Velma, LLC ("Ask Velma," "we," "our," or "us") through our website located at www.ask-velma.com, and any other related platforms or services provided by us. By accessing or using our services, you agree to be bound by these Terms. If you do not agree to all of the Terms, you may not use our services.

Contact Information

Ask Velma, LLC
801 Travis St, Suite 2101
Houston, TX 77002
United States

1. Services Overview

Ask Velma provides virtual staffing, administrative, clinical, and operational support solutions for clients across various industries, including but not limited to healthcare, wellness, legal, and administrative services. Our primary offering is the sourcing, onboarding, and placement of Virtual Medical Assistants (VMAs) and Virtual Administrative Professionals (VAPs), with a focus on HIPAA-compliant and professional-grade service delivery.

Key service elements may include:

• Recruitment, screening, and credential verification
• Initial onboarding and administrative setup
• Placement of virtual assistants based on defined role compatibility
• Monitoring of task performance and compliance through time-tracking and daily summaries
• General support for workflow documentation and basic SOP drafting based on client-provided guidance

Important Disclaimer: Ask Velma does not currently offer proprietary internal communication software. Collaboration between clients and virtual assistants typically occurs using client-preferred platforms (e.g., Slack, Zoom, Teams). While Ask Velma may provide general tips for process optimization, we do not guarantee full implementation of workflow systems or SOP architecture. These services, when offered, are advisory in nature and based on the availability of internal resources.

2. Eligibility

Our services are open to any individual or business entity that:

• Is at least 18 years of age;
• Has the legal capacity to enter into a binding agreement;
• Operates in compliance with relevant local, state, and federal laws;
• Seeks remote staffing support for professional, operational, or administrative needs.

While we have deep expertise in serving healthcare professionals, our solutions are not exclusive to licensed medical practices. Clients from other industries are welcome, provided the requested services align with our scope of work and compliance framework.

Ask Velma reserves the right to decline engagement with any party if we believe the services requested fall outside our expertise, violate applicable regulations, or pose a conflict of interest.

3. Service Engagement

Upon engagement, clients will:

• Enter into a Master Services Agreement (MSA) that outlines scope, duration, rates, responsibilities, and communication terms
• Participate in an onboarding session to clarify goals, systems, and points of contact
• Grant access to appropriate platforms and systems used by the business
• Receive baseline guidance on best practices for onboarding their virtual team member(s)

All engagements are structured around mutual collaboration. Ask Velma will make commercially reasonable efforts to match clients with the best-fit virtual staff but cannot guarantee performance outcomes or compatibility beyond initial vetting and training.

4. Client Responsibilities

Clients agree to:

• Provide accurate job descriptions, workflows, and training materials
• Onboard the VMA into internal systems and train them as needed
• Maintain a safe, respectful, and compliant virtual work environment
• Provide feedback, SOP updates, and performance reviews
• Revoke access to sensitive systems immediately upon notice of termination

Clients are responsible for:

• The VMA’s scope of work, quality oversight, and documentation accuracy
• Any compliance, insurance, or liability requirements under state or federal law
• Not using VMAs for work outside their scope, including clinical decision-making or unsupervised patient communication

5. Virtual Assistant (VA) Responsibilities

All VMAs contracted through Ask Velma agree to:

• Abide by HIPAA and all client-specific confidentiality requirements
• Accurately record hours and tasks daily using approved tracking tools
• Submit daily End-of-Day (EOD) reports summarizing accomplishments and any concerns
• Attend all required trainings and meetings
• Notify Ask Velma and client of any technical or schedule issues in a timely manner

6. Fees, Billing, and Payments

• Clients are billed on a biweekly or monthly cycle, depending on the agreement
• All fees are due on receipt unless otherwise agreed
• Late payments may result in service suspension, a 5% monthly interest fee, and referral to collections
• Payments are accepted via ACH, credit card, or third-party payment processors
• Clients are responsible for any banking or currency conversion fees

7. Refunds, Credits, and Disputes

• Ask Velma does not provide refunds for hours already worked
• Credits may be issued on a case-by-case basis, at our sole discretion
• Billing disputes must be reported within 10 days of invoice receipt

8. Confidentiality and Non-Disclosure

• All parties agree to maintain strict confidentiality regarding any sensitive information shared during service
• VMAs sign binding NDAs and receive regular training on data security
• Clients must protect Ask Velma’s proprietary processes and documentation
• Any breach may result in legal action, termination, and/or injunctive relief

9. HIPAA & Data Privacy Compliance

• VMAs receive HIPAA compliance training and acknowledge understanding through certification
• Clients must have HIPAA-compliant systems in place (EHRs, communication tools, etc.)
• Ask Velma does not act as a Business Associate unless a BAA is separately signed
• Ask Velma is not responsible for breaches caused by client-side systems or instructions

10. Technology Use

• Ask Velma uses third-party software tools for communication, documentation, time tracking, and quality monitoring
• Clients agree not to request VMAs to use platforms that violate HIPAA or compromise data security
• Clients must notify Ask Velma immediately of any known breach or suspicious activity
• Ask Velma reserves the right to record training calls, EOD reports, and performance reviews for QA purposes

11. Performance Monitoring & Reporting

• Ask Velma monitors VMAs through client feedback, task reports, and performance check-ins
• Ask Velma may intervene with retraining, reassignment, or termination of a VMA in case of substandard performance
• Clients are encouraged to share feedback regularly for optimal team function

12. Non-Solicitation & Conversion Fee

Clients agree:

• Not to solicit, hire, or contract directly with any Ask Velma VMA or former VMA for a period of 24 months after termination of services
• If violated, a conversion fee detailed in the MSA is immediately due
• This clause ensures protection of Ask Velma’s investment in recruitment and training

13. Intellectual Property

• SOPs, training guides, platform assets, and internal documentation are proprietary to Ask Velma
• Clients may not replicate, resell, or share Ask Velma’s materials outside of their organization
• Work product developed by a VMA for a client belongs to the client unless otherwise agreed

14. Termination

• Clients may terminate services with 14 days’ written notice
• Ask Velma reserves the right to terminate service with immediate effect in case of non-payment, unprofessional conduct, or misuse of services
• Upon termination, clients must:
  • Revoke all VMA system access
  • Download/export relevant documentation
  • Submit final approvals of hours worked

15. Force Majeure

Ask Velma is not responsible for delays or service interruptions due to:

• Natural disasters, war, terrorism
• Internet outages or utility failures
• Government regulations, pandemics, or labor disputes

16. Limitation of Liability

• Ask Velma shall not be liable for indirect, incidental, special, or consequential damages
• Ask Velma’s total liability for any claim shall not exceed the total amount paid by the client in the preceding 60 days
• Clients agree to indemnify Ask Velma from any third-party claims arising from client’s instructions or systems

17. Dispute Resolution & Arbitration

• Disputes must first be addressed through written notice and good faith negotiation
• If unresolved, binding arbitration will be conducted in Harris County, Texas under the rules of the American Arbitration Association
• Each party is responsible for its own legal fees unless otherwise awarded

18. Modifications to These Terms

• Ask Velma may amend these Terms at any time
• Clients will be notified at least 30 days before changes go into effect
• Continued use of services after changes implies acceptance of updated terms

19. Independent Contractor Relationship

• VMAs are independent contractors, not employees of Ask Velma or the client
• Nothing in these Terms creates a joint venture, employment, or agency relationship
• Clients agree not to represent VMAs as employees to any third-party

20. Severability

If any provision is deemed unlawful, invalid, or unenforceable, the remaining provisions remain in full effect.

21. Entire Agreement

These Terms and any signed MSA constitute the entire agreement between Ask Velma and the client. Any conflicting language from older agreements is superseded by the latest version.

22. Contact

If you have questions about these Terms, please contact us at:

support@ask-velma.com
Ask Velma, LLC
801 Travis St, Suite 2101
Houston, TX 77002, United States

23. SMS Messaging Terms

By providing verbal consent, you agree to receive SMS text messages from Ask Velma about your account, scheduling, and service updates. Message frequency may vary. Message and data rates may apply. Reply STOP to opt out, HELP for assistance. You may also email success@ask-velma.com or call 346-361-0770 for support. Consent is not a condition of purchase. We do not share mobile opt-in data with third parties.

By continuing to use our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.