FREQUENTLY ASKED QUESTIONS

Not if you don’t want to. We offer one-year or month-to-month leases based on availability.

Yes. If you need a specific set of services or support, contact us, and we’ll custom-create a package to cover everything you need.

Yes. You can rent offices by the hour if units are available. There is a minimum 1-hour charge, and additional time beyond that can be booked in 15-minute increments.

Our offices range in size from 95 sqft to 190 sqft. Availability may vary.

We have many small businesses and corporate tenants, including independent consultants, writers, lawyers, accountants, pharmaceutical offices, corporate coaching, technology design, construction, and health & wellness specialists.

We have 120V standard outlets.

Depending on how much you need to be moved in or out, a team member can assist, or we can refer you to our network of trusted moving companies (extra charges may apply).

Yes. You can also use our commercial-grade full-colour printer and scanner.

Let us know as soon as you suspect they’ve been lost. We can get you a new set during regular business hours.

We can provide temporary or permanent keys for your guests or team members. Please do not share your key with others. 

Yes. Our team can assist with technical queries from the office during business hours if you are working remotely.

Once we have received your signed contract and you have submitted your first payment, you can begin using the address. 

Both. We can port in an existing phone number or assign a new one to you.

We personalize your greeting per your specifications.

Our receptionists are available to answer your calls every day, Monday to Friday, 8:30 am to 5 pm (except for statutory holidays).

We can program your calls in our intelligent system to forward directly to your cell, a voicemail box, or to your home office.

There are two ways to access your voice mailbox: Calling in remotely or calling reception during business hours. We can arrange to send you an email when new voicemail messages are received as well. 

Yes. You can choose to be notified by email or phone when new mail arrives and you can also select the frequency of these updates (e.g, daily, weekly, etc.).

Our reception area is open Monday to Friday, 8:30 am to 5 pm if you would like to pick it up in person. We can also open and scan and/or forward it to you by mail or courier.

Unless we are notified ahead of time, only people you have pre-authorized are allowed to pick up your mail for your security.

There is no individual key for our mailbox. Our mailbox is accessible only by our team, and all mail is kept securely in our office until you retrieve it.

Some of our packages allow for mail forwarding by post or courier. We can also scan and email your mail to you if you prefer.

Just let us know how long you’ll be absent, and we’ll securely store your mail until you get back.

We ask that you pick up all parcels within 2-3 days. We recommend you pick up your mail at least once a month.

We generally only accept small boxes. However, if you are expecting a particularly large delivery, please contact us ahead of time to ensure we have adequate storage space and can accommodate.

Yes. Please let us know in advance and provide our receptionist with a payment method.

Yes. Please let us know your preference and we’ll make the arrangements.

Our assistants are experienced, in-house employees with a college education and/or equivalent work experience. Our assistants have undergone an in-depth hiring process and extensive, ongoing training. All our assistants are supervised by a team of Managers, and we have multiple VAs that work together so they can rely on one another for vacation relief or workload assistance. You can expect professional-level deliverables from our assistants. We believe in employing locals and we are committed to providing fair wages for our assistants.

Our Virtual Assistants are all fluent English speakers.

All our Virtual Assistants are based in Vancouver, BC, Canada.

Absolutely! Thanks to technology and the remote work trend, we can work with clients anywhere and everywhere.

You can see our full list of services here and determine if your tasks are covered under our assistants’ broad range of expertise. If you don’t see your task listed, feel free to contact us to discuss.

You can communicate with your Virtual Assistant via email or phone. If you are local to Vancouver, you’re also welcome to come to meet with us in person by booking an appointment here!

Our assistants work Monday to Friday, 8:30 am to 5:00 pm Pacific Time, and you can reach out to them anytime within those hours. Please note that we have a 1-business day response time. Should you need your Virtual Assistant urgently or outside the said availability, please call us as soon as possible so our team can help you figure out the best solution.

Rushed jobs will have a surcharge applied based on the task and deadline requested. The applicable surcharge will be relayed to the client for pre-approval before our team proceeds with the task.

Our assistants are cross-trained on most platforms and skills, thus we do not necessarily assign one specific assistant to a client. Rather, we look at the type of work, size of the job and your requested due date to best align it within our team’s schedule. Requests to work with a specific team member may be made for certain projects and/or upon a client’s request. Whenever possible, we will do our best to accommodate.

You will have 1:1 direct communication with your Virtual Assistant as well as access to our Community Manager who will be able to assist when needed.

Our Virtual Assistants always strive to meet or beat all deadlines. If you have a specific timeline in mind, just let us know and we will do our best to match it! With our full team of VAs, we are often able to assign additional help when needed for larger jobs. 

Absolutely. We conduct reference checks before hiring any of our assistants. Furthermore, strict confidentiality and non-disclosure clauses are included in all of our employment contracts and Virtual Assistant package contracts.

Our assistants use a timesheet with 3-minute increments to ensure fair billing and that every task is tracked.

At any time, you can ask your Virtual Assistant to provide you with an update on how much time has been spent so far for that month. We will also notify you if you’re close to your budgeted hours.

Discovery and initial onboarding for up to 15 minutes are included at no charge. Any correspondence and/or revisions beyond that will be considered billable time.

Unfortunately, any of your unused hours will not roll over to the following month. 

If your work is not time-sensitive we can pause until your next monthly allowance resets. Otherwise, with your approval, we can continue the excess work and it will be billed at our standard hourly rate.

We have a one-hour minimum fee on all a-la-carte jobs for new clients. After that, we bill in 3-minute increments.

We have a one-time refundable security deposit that is equivalent to your monthly rate if you are opting in for a set package. Otherwise, for a-la-carte jobs, we require a prepaid retainer.

To follow our policy of billing and processing payment for packages at the beginning of the month, your package subscription’s first month will be adjusted to reflect your sign up date to the end of the current month. After that you will be invoiced and billed in full month increments on the 1st of each month.

Absolutely. Please contact our Community Manager to arrange this.

In this case, we recommend increasing your package instead. We bill all the tasks based on the hours used regardless of the VA involved. If you need more hours than what is included in your package, or you feel you need access to a VA with a more advanced toolkit, please contact us and we can adjust which package you are on or create a custom package for you.

Unfortunately, we only allow the specific user(s) agreed on in the contract to delegate work to our team. We find this helps to ensure that work isn’t overlooked by either party, and it maintains a consistent line of communication and a strong understanding of requirements/time used each month.

We do our best to make sure things like this don’t happen, but we understand that we don’t live in a perfect world. Our Community Manager is here to resolve any issues and to ensure your complete satisfaction.

Our Community Manager will contact you to discuss your work and what we need to get started right away.

Our bookkeeping subscriptions are month-to-month, and we require one clear calendar month’s notice to cancel the service. 

Yes. If you don’t see a package that meets your needs, we can handle your work based on an hourly rate.

Whenever possible, we’re going to say yes. If we have the skills and resources to help, we’re more than happy to lend a hand. Contact us about your needs, and we can find someone internally or a third-party vendor to help. 

If you have purchased a bookkeeping package with us, add-on items will be billed monthly based on what you have used.

Yes. Contact us about the scope of your needs, and we’ll do what we can to assist.

Yes. We can help organize in-person and online events, including venue and vendor sourcing, technical support, member communication, and more.

Yes. We currently use four different CRMs for our existing clients. We help with invoicing, membership processing, professional development tracking, and membership activity throughout the year. We’re happy to learn new systems you may be using too. 

Social media management and marketing are not in our general services’ scope but can often be arranged upon request. 

Yes. We can organize in-person or virtual meetings and take meeting minutes as needed.

Yes. Our boardroom has a smart TV to connect to your laptop, phone, tablet, and other devices for online conferencing. Our small meeting room has a large screen TV with an independent Polycom videoconferencing system, a high-definition camera, and speaker (an additional charge applies for the Polycom system).

No. Our meeting rooms are open to the public for booking. 

We recommend booking as early as possible to get your preferred room and time. We can also accommodate bookings on short notice based on availability.

There is no penalty if you cancel 24 hours or more before your start time. Meetings cancelled within the 24-hour window are subject to full payment.

You can book directly through our website, or by calling us, emailing us or book in person if you’re in the area.

Tenants have 24-hour access and can book outside office hours. For non-tenants, please contact us for arrangements (extra fees may apply).

Yes. We have extra chairs available for use.

Yes. Please notify us ahead of time to arrange the logistics.

Yes. Your guests can wait in the reception seating area. 

Our tenants and Virtual Complete clients receive a meeting room service package with allotted meeting room hours each month. Our virtual clients can book meeting room hours on account and get billed at the end of each month.

We review this request on a case-by-case basis. Please contact us for more information.

We accept cash, cheque, Visa, MasterCard, AMEX, and e-Transfer.

Contracts renew automatically on your preferred payment cycle.

To cancel your service package, we require one clear calendar month’s notice for virtual offices and virtual assistants, two clear calendar months for full-time tenants, and three clear calendar months for associations with Association Management contracts. 

All payments are processed in Canadian Dollars. If you pay via credit card issued from another country, the currency conversion will be handled by your card provider and appear directly on your statement.

For Office Space rentals, invoices are due on the 1st of each month. Bookkeeping and Association Management are due on the 11th of each month. Virtual Office and Virtual Assitant are due each month at your sign-up date. 

The deposit is a security requirement if a client defaults on their payment. It also acts as collateral for any damage to the office or property. 

Some of our packages require set-up fees or have add-on, paid services. These will be discussed with you at the outset so that there are no surprises. If at any time you have questions about an item on your bill, please don’t hesitate to ask.

Black & white printing is $0.16 per page, full-colour printing is $0.60 per page, and scanning is always free. Please inquire regarding additional fees for other administrative services.

The building has 3 above-ground parking levels and 2 underground levels that are managed by Impark. There is a combination of first-come-first-served stalls, monthly open, and monthly 24-hour reserved.   

No. Aside from certified service animals, the entire building is pet-free. 

Yes. Our building has a complimentary secured bike storage room that is only accessible to tenants that have pre-registered. 

We have a small bar seating area in our kitchen.

Coffee, tea, filtered water (hot/cold), microwave, dishwasher, fridge, toaster oven, plus plates, bowls, cups, glasses and cutlery.

Yes. We have an easy-to-use monitored alarm system.

You will be provided with a personalized access card to enter the building, operate the elevator, and enter our floor.

Please reach out to one of our team members immediately. You can also reach out to our general manager outside of business hours.

Our maximum download speed is 1.0 Gbps, and maximum upload speed is 150 Mbps.

We do not limit how many devices can connect to our WiFi as long as it is within a reasonable amount.

Yes. All of our offices are equipped with an ethernet connection.

Please contact one of our team members in-house. If the problem occurs outside business hours, please contact our general manager for assistance. You will be provided with all emergency and technical support contacts. 

Each of our TVs has a USB port so you can connect either your laptop or USB drive. You can also connect alternate devices such as your phone or tablet using wireless display.

Our team members can assist you with troubleshooting during office hours. Outside these hours, please contact the General Manager for assistance. 

Yes. We use Stripe as our third-party payment processor. It is encrypted, SSL protected, and PCI compliant.

Our newsletter subscribe form is available on the homepage and on the footer. You can also subscribe by clicking this link.

Our Community Digest goes out once every month. We don’t send out promotional emails regularly.

Click the unsubscribe button on the bottom of our newsletter to change your newsletter preferences.

Rewards are payable to referring party only.

We will notify you when your referrals have successfully joined our community or call us anytime.

We will issue you a cheque or an e-transfer.

Unfortunately, we cannot track referrals back. Please ensure you are included in the initial correspondence.

If cancelled before the minimum terms are completed, the reward will not be applicable. If they cancel after the completion of the minimum terms, you will still receive the full reward.

No, the more the merrier!

Yes, absolutely!

Call or email us: 604-732-3877 or offices@OfficeSpaceVancouver.com