Client FAQ

Before embarking on our work together, you may have a few questions. I've included the most frequently asked below, which I hope you'll find helpful. It covers everything from the services I offer to pricing and billing. Need more? Please get in touch.

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• Admin & Logistics
• Billing

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Admin & Logistics

Q: Where are you based?

I live and work from the city of Bath in the South West of the UK (GMT+1).

Q: I'm based outside of the UK. Can we still work together?

Absolutely. I work with clients in Europe, the USA (EST & PST), Canada and beyond. Some early starts and late finishes on either side may be required, but we usually make it work!

Q: Can we add you to our Slack workspace and/or email you for advice between calls?

Yes! I'm happy to be added to one or two dedicated channels in your Slack workspace (preferably via Slack Connect) and make myself available via email in-between sessions. I can't promise to reply within 2 minutes or even 2 hours, but I will get back to you within 24 hours (often much sooner).

Q: Will you sign an NDA agreement?

My reputation rests on the fact that I keep our conversations private. However, if you want me to sign an NDA/confidentiality agreement, please let me know in my initial survey, and we can work it out together.

Q: May I speak with a couple of references about working with you?

Of course, please get in touch, and I'll join the dots.

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Billing

Q: Can we pause or downgrade our ongoing engagement during the holidays?

Politely, no. Our agreement will cover a fixed period and account for the eventuality of you, and occasionally me, taking time away from our businesses. I'll ensure we recognise this at the outset, so neither of us feels hard done by!

However, you can press pause on our agreement in case of a family emergency or something of similar seriousness.

Q: Do you offer refunds?

If you're unhappy with our first paid session, you can ask for your money back. After that, I do not offer refunds under any circumstances. If you choose to end our agreement early, I will issue an invoice for the remaining amount due.

Q: Do you have your own work agreement, or do we need to provide one?

I have a short and easy-to-understand agreement that I provide for us to both sign. Put simply, it covers how we work together, IP and confidentiality, and that I am responsible for paying my own taxes!

Q: What are your invoicing terms?

I issue all invoices on the first of the month in advance on seven-day payment terms. I will issue a pro-rata invoice if we start work halfway through a month.

Q: Can I pay by credit/debit card?

Whilst direct wire transfer is preferred, I am happy to accept payment by credit/debit card. Feel free to mention this in our initial conversation.

Q: Do you always invoice in £GBP?

I do. My invoice will include full details for international bank transfers. If this is a concern, let's talk about it.

Q: Are you a sole trader or a limited company?

I own and run a registered UK limited company incorporated in 2004. It's listed as Metro 55 Limited #05243642, and I trade as "Keir Whitaker" for simplicity.

Q: Are you registered for VAT in the UK?

Yes, my UK VAT registration number is #177672955. If applicable, VAT will be charged at 20% and clearly stated on the invoice.

Q: Do you charge for travel expenses?

I love to travel and am happy to get on a train or plane to meet you in person. All reasonable travel expenses will be agreed upon in advance, and I will pass on copies of all receipts with my invoice.

UK meetings outside of the South–West generally require train fare and a single night's accommodation. For trips outside of the UK, I respectfully request flights and a minimum of two nights' accommodation (i.e. the night before the meeting and the night of our meeting. This means we can get the most from our time together).