Policy



This is just a quick summary of our policies to make working together an enjoyable experience. Please let us know if you have any questions or concerns.

Office Hours
Our office hours are Monday to Friday from 9AM to 4:30PM EST. If you need assistance outside of our normal business hours please let us know and we will accommodate as best as we can.
If you have an urgent or off-hour request please email emergency@thesavvyredhead.com. Include as many details as possible and we will get back to you in 4 hours.
Please note that there is an additional fee of $50.00 for urgent or off-hour requests that will be added to your invoice.

Communication
Please submit all financial management requests to info@thesavvyredhead.com. To discuss projects via phone, please email us to schedule a call in advance so that we may prepare your information.
Only written requests are considered official. Therefore, please follow up in this manner for any requests made via phone call.
We will do our best to respond to all requests within 48 hours to confirm receipt and if needed, provide an estimated timeline for the completion of the task.
If a request is received during a holiday or weekend, a response will be made before the business hours end the following workday.

Holiday Schedule
Our office is closed on the following holidays in 2017:

New Year’s Day (January 1st)
Family Day (February 13th)
Good Friday (April 14th)
Easter Monday (April 17th)
Victoria Day (May 22rd)
Canada Day (July 3rd)
August Civic Holiday (August 7th)
Labor Day (September 4th)
Thanksgiving (October 9th)
Remembrance Day (November 11th)
Christmas Holidays (December 22nd to January 4th 2018 Inclusive)

Vacation
We will provide you with 2 weeks notice prior to any vacation time of your account manager.
While your account manager is away you will be provided with the contact information of a back up person should you have any tasks or new projects.

Billing
Credit Card information is required to purchase any retainer packages.
The Bookkeeping Redhead offers a variety of monthly retainer packages based on company needs. Please contact us at info@thebookkeepingredhead for a consultation and a customized package.

Invoicing
Clients will receive an invoice from Freshbooks at the start of each month/ quarter as specified in their service agreement with The Bookkeeping Redhead.

Any projects require a 50% deposit with the balance being due upon project completion. If the project is less than $500 the full amount is due in order to commence the project
Terms:
Invoices are due within 15 days of being issued.
A reminder will be sent on the 15th of each month if payment is missed.
Rush requests on financial tasks are subject to price negotiations at the discretion of The Bookkeeping Redhead.

Payments
Accepted Payment Methods:
Credit Card
Cheque
Paypal
Email Transfer
Other payment options must be requested for approval.

Past due payments:
A late fee of 2.5% will begin the 17th of each month, and will be incurred per day until the full invoice amount is paid.
If an invoice is more than 30 days past due services will cease until payment has been received along with any fees to reinstate the account

Cancellations:
We require a 30-day written notice to cancel any service. Written communication is required to ensure that records are kept for the benefit of both parties.
In the event of a cancellation, clients are responsible for the remainder of their terms.
Cancellation of an account does not dismiss outstanding invoices. At the time of cancellation. At the time of cancellation, any and all outstanding balances must be settled, or will be automatically turned over to a third-party collection service.
There is a $35.00 insufficient funds fee for any returned checks in addition to the amount still due.

Tasks – Projects
Projects:
All individual projects will be subject to varying specifics, such as costs and timeline, depending on the work required to complete them.
Status Reports:
Status reports will be provided to clients based on the length and extent of the project they have commenced with The Bookkeeping Redhead. The report will include the following:
Status on outstanding tasks
Information on completed tasks
Questions, issues and concerns

Turnaround Time:
We work with our clients to determine the estimated completion for their tasks or projects based on their needs and priorities and the requirements of the tasks/project. Our average turnaround time on tasks is 48 business hours.
We use Teamwork for tracking of all projects and tasks. Clients are provided a log in to our client portal where they can check the status of tasks and projects at their leisure.

Security
We want our clients to be comfortable with using our services and providing us with important financial information. Any confidential files that are submitted via the internet is safely stored on cloud based applications such as Google Drive, and is constantly backed up in case of a potential system failure.
This information is under restricted access and is only visible to The Bookkeeping Redhead. We use paper shredders and delete files on laptops and desktops on a monthly basis to ensure any information no longer needed is destroyed.
Our office also contains personal filing cabinets so that any paper-based documents provided are kept safely stored.
We frequently manage information sent via info@thebookkeepingredhead.com to ensure all documents are organized.
Due to the sensitivity of financial information we do not use public internet connections (Starbucks, McDonalds etc) when doing bookkeeping work.

Training
The Bookkeeping Redhead provides training on accounting software’s such as Wave, Xero, Freshbooks and Quickbooks. We will aid in the setup, process and management of these systems through email, phone calls, or scheduled appointments.

Tools
We use the following tools to provide our services, and will gladly offer training for them if needed:

Teamwork – Project software management system where we organize tasks, projects, milestones, new clients and sales.
Freshbooks – Accounting system in which we create and deliver our invoices.
Quickbooks – Accounting system that offers invoicing and billing.
Xero – Accounting system that provides bank feeds, account statuses, AR/AP, financial reporting, invoice and sale creations, etc.
Shoeboxed – Receipt processing system for AP management.
Wave – Accounting system used for payroll.
Skype – Video conference and instant message service for appointments and consultations.

HelloSign – electronic signing contracts
Google Apps – Email, Calendar and file management
Base – CRM and sales management

Client Information
All confidential information provided by clients of The Bookkeeping Redhead, such as credit card information and financial documents, is kept on private online files only visible by our business at the client’s discretion. Any paper documents are handled with care and are stored in private filing cabinets and can be destroyed or returned upon request.

Ethics
I will maintain the highest level of ethics and honesty in all dealings with clients, colleagues and the general public.
I will seek to deal with colleagues, suppliers and employees in a fair and equitable manner, and maintain the highest standards of personal conduct.
Client information will be held in the strictest of confidence and will not be shared with others or used for personal gain.
I highly value each client relationship and will not place one client above another.
I will make a commitment to possess and increase the required knowledge, skills and training to be proficient and relevant in the provision of services.
I will be honest about my intentions and never misrepresent my skills, peers, or my profession as a whole, whether to networks or to prospects, clients, and the community at large (virtual or otherwise).
I will not knowingly be a part of any illegal or unethical activity.
I will provide my services with the utmost professionalism.

Our Team
Leslie McKeown, leslie@thesavvyredhead.com, founder and owner of The Bookkeeping Redhead, responsible for bookkeeping and accounting services.
Alexandra Tsakiris, alex@thesavvyredhead.com, administrative assistant at The Bookkeeping Redhead.
Emergencies
In the case of an emergency and I am unavailable, please contact Alexandra Tsakiris, our administrative assistant. She will be available to answer any questions and concerns during normal business hours.
Alexandra Tsakiris alex@thesavvyredhead.com