Frequently Asked Questions (FAQ) & Disclaimers
Below you will find answers to common questions about Reno Gold Solutions LLC’s services, as well as important legal disclaimers regarding the use of our services. We present this information in plain language for clarity. If you have additional questions not covered here, please feel free to contact us directly.
Frequently Asked Questions
Q: What services does Reno Gold Solutions LLC provide?
A: Reno Gold Solutions LLC offers professional virtual assistant and call center services designed to help businesses manage their tasks and communications efficiently. In practical terms, this means we can handle a variety of administrative and support tasks remotely. For example, our team can answer and route phone calls for your business, schedule appointments with your clients, manage your calendar and emails, perform data entry and record-keeping, assist with customer service inquiries, and other general office support duties. We act as an extension of your team, ensuring your customers and operations are well taken care of even when you’re busy or unavailable. In summary, if you need an extra pair of hands for office tasks or a friendly voice to greet your callers, we’re here to help. We tailor our services to each client’s needs, so feel free to ask if you have a specific task in mind.
Q: What industries do you specialize in or support?
A: We are versatile and work with clients across a range of industries. Our team’s experience includes working with professionals in real estate, legal offices, medical and dental clinics, e-commerce stores, home services contractors, and more. Because our skills are centered on communication, organization, and customer service, we can adapt to almost any industry. We take the time to learn about your business and industry-specific needs during our onboarding process. Whether you’re a solo entrepreneur, a small business, or a larger company needing overflow call support, we can likely assist. If there is a task that requires very specialized knowledge (for instance, technical IT support or detailed financial advice), we’ll let you know upfront and can often still help by acting as a liaison or finding the information under your guidance. Our goal is to apply our administrative expertise to your field effectively.
Q: What are your hours of operation and typical response times?
A: We operate during standard business hours to ensure we’re available when most businesses need us. Our typical hours are Monday through Friday, 9:00 AM to 5:00 PM (your local time or Eastern Time, depending on the service agreement). During these hours, our virtual assistants are actively handling tasks. If a call comes in or you send us a request during operating hours, we strive to respond immediately or within a few minutes. For tasks that you assign (for example, an email to be sent or a document to be prepared), we usually complete same-day if received in the morning, or by the next business day if received later in the afternoon, unless it’s something very extensive. We understand that responsiveness is critical, so we aim for rapid turnaround.
Outside of standard hours, our system can take messages or our voicemail will be active to capture any after-hours calls. We then prioritize those first thing the next business day. If you have an urgent requirement outside normal hours, we offer by-request extended hours or on-call support in some cases (which would be arranged in advance and may have additional fees). In short, you can expect prompt, same-day responses during the workweek, and clear communication from us if any task will take longer. We do not generally operate on weekends or major holidays unless explicitly arranged, allowing our team to recharge and be fully effective during the week.
Q: Do you use AI or automated systems as part of your service?
A: Yes, we do leverage advanced technology, including AI tools, to enhance our services – but always in a controlled and thoughtful manner. For example, we might use an AI-powered transcription service to quickly convert voicemails or call recordings into text, or utilize AI software to draft email responses or summarize information. Using these tools helps us work faster and often more efficiently. However, human oversight is a core part of our process. Any AI-generated content (like a drafted email or a message) is reviewed by one of our team members to ensure accuracy and appropriateness before it goes out. We understand that AI can occasionally make mistakes or sound a bit unnatural, so we fine-tune and correct its output with a human touch.
Importantly, if we use an AI assistant to help answer calls or chats directly, we will be transparent about it and ensure it’s properly supervised. As of now, most client-facing interactions (like phone calls or important emails) are handled by our trained human staff, sometimes assisted quietly in the background by AI for information lookup or suggestions. We consider AI a helpful tool in our toolkit – it boosts our productivity but does not replace the personal judgment and service that we provide. We also ensure that any AI or third-party tool we use complies with our privacy standards (for instance, we wouldn’t feed sensitive personal data into an unreliable system). If you have any concerns about the use of AI in a particular aspect of your service, we’re happy to discuss and adjust as needed. Our priority is to provide you with efficient service without sacrificing quality or accuracy.
Q: How do you ensure my information is kept confidential and secure?
A: Protecting your confidential information is one of our top priorities. We have several measures in place to ensure your data and business information remain safe with us. First, every member of our team (including any subcontracted virtual assistants) signs a strict Non-Disclosure Agreement (NDA) before handling any client work. This legally binds them to confidentiality – they are not allowed to share or use your information for any purpose other than serving you. Second, we use secure technology and practices for all our work. Our computers and devices are protected by strong passwords and encryption. We use reputable software tools that have robust security. For example, our task management and CRM systems are cloud-based with high-grade security, and we enforce two-factor authentication to access them. When we communicate sensitive information (say, login credentials or personal customer details), we do so over encrypted channels. If we store files for you (like documents or spreadsheets), they are stored in secure, access-controlled folders. We also regularly backup data (in encrypted form) to prevent loss and have cybersecurity protocols in place (like up-to-date antivirus and security monitoring).
Additionally, we follow the principle of least privilege – meaning, we only give our assistants access to the information they truly need for your tasks. If you have multiple projects, only the team members involved will have access to those specific files or details. We’re also open to using any specific security measures you prefer. For instance, if you want us to use a particular encrypted email service or a password manager for logins, we can accommodate that.
Finally, we advise all our clients to share information in a secure way. If you need to send us passwords, we might use a secure password portal rather than plain email. We treat your business data as carefully as we treat our own. In summary, confidentiality is guaranteed through legal agreements and robust security practices on our end. We encourage you to check out our Privacy and Data Policy (link) for more detailed information on our security measures and data handling.
Q: How does pricing work? What are your payment policies?
A: We offer flexible pricing plans to suit different needs, but generally our services are billed either on a monthly plan or an hourly rate model:
Monthly Service Packages: Many of our clients choose a flat-rate monthly package which includes a certain number of service hours or tasks per month. This helps you budget and ensures you have dedicated support. For example, we might have a package that covers up to 40 hours of assistant time per month for a set fee, and another for 80 hours for a higher fee. We will discuss and agree on the scope that fits your requirements. If in any month you need more hours than your plan covers, we’ll let you know in advance and can accommodate extra hours at an overage rate.
Hourly Billing: If you prefer a pay-as-you-go approach, we can bill on an hourly basis. We track the time spent on your tasks (down to the minute) and invoice you for the hours worked, typically either weekly or monthly. You’ll receive a detailed timesheet or report along with your invoice, so you know exactly what tasks were done in that time. This model is transparent – you pay only for the actual time we spend working on your requests.
Payment Methods: We accept various convenient payment methods. Most clients pay via credit or debit card – we use a secure payment processor and can set up automatic recurring billing for monthly plans so you don’t have to worry about manual payments. We also accept ACH bank transfers. If needed, we can arrange PayPal or other methods, though standard card/ACH are preferred. Payment schedules are typically either at the start of the billing cycle (prepaid for the upcoming period) or net 15 days after an invoice, depending on our agreement. We’ll clarify all these details in our service agreement before we start.
Late Payments: We understand things get busy, so we do send reminders if a payment is overdue. However, we do expect timely payment for continued service. If an invoice goes significantly past due, we reserve the right to pause services until it’s resolved. We don’t charge interest on late payments except in prolonged cases, but a reactivation fee might apply if services were suspended due to non-payment.
In summary, we try to keep pricing straightforward: you’ll know the plan or hourly rate upfront, and there are no hidden fees. Any additional costs (for example, if you ask us to use a paid third-party service on your behalf or make a purchase for you) would be discussed and passed through with your approval. We want our services to be both valuable and cost-effective for you, so we’ll work with you to find the best pricing arrangement.
Q: What is your cancellation and refund policy?
A: We aim to be as flexible as possible for our clients. You can cancel our services at any time. If you decide to discontinue, just let us know in writing (an email is fine) and we will stop the service. There is no long-term contract locking you in – we earn your business month to month.
However, please note our refund policy: In general, payments you have made are non-refundable.
If you’re on a monthly plan and you cancel midway through a month, we will not issue a cash refund for the unused portion of that month. The same goes for unused hours on an hourly plan that you’ve pre-paid – typically, we don’t refund those either. That said, we understand there can be exceptional circumstances. For example, if you prepaid for a month and had an unforeseen business closure after just a week, we might offer to credit the unused time towards a future service if you return, or make other accommodations. Refunds or credits are given solely at our discretion on a case-by-case basis. We do try to be fair – our primary goal is your satisfaction.
Also, if you ever have concerns about the quality of service (maybe you feel a task wasn’t handled properly), please tell us. We offer a satisfaction guarantee in the sense that we will work with you to make it right. Sometimes that might mean re-doing a task at no cost or providing a small credit if appropriate. While we cannot promise refunds, we do promise to address any issues and strive for an outcome you’re happy with.
When you cancel, we will confirm the end date of service (for example, we might continue working for the remainder of the current billing period if you’ve paid through the end of the month, unless you want us to cease immediately). We’ll ensure a smooth handoff of any information or assets of yours we hold. For instance, if we have any of your login details stored, we’ll delete them, and if we have any files or data belonging to you, we can return them or securely destroy them at your request.
In summary, you’re free to cancel any time, and while we don’t generally issue refunds for unused time, we’ll always listen to your concerns and do our best to reach a fair resolution. For the full legal details of cancellations and refunds, see the disclaimer section below and our service agreement.
Q: Do you guarantee specific results or outcomes from your services?
A: We guarantee that we will do our utmost to provide high-quality service, but we do not guarantee specific outcomes or results. It’s important to understand that the effectiveness of some tasks can depend on factors beyond our control. For example, if we are making sales calls or lead follow-ups for you, we can’t promise that every call will result in a sale or a meeting – the outcome also depends on the market, the leads, the external response, etc. Similarly, if we manage your calendar, we can promise to handle scheduling meticulously, but we can’t guarantee, say, that using our service will double your productivity (though we hope it helps!).
Our commitment is to perform the tasks you assign accurately, promptly, and professionally. We hold ourselves to high standards and continuously look for ways to improve our service to you. Many of our clients do see significant benefits – time saved, faster customer responses, smoother operations – but each client’s situation is unique. Therefore, we avoid making blanket promises like “guaranteed sales increase” or “complete error-free operation”. We believe in transparency, so we won’t set unrealistic expectations.
What we can guarantee is that if we ever fall short of your expectations in our work quality (for instance, if a mistake is made), we will take responsibility and correct it. We stand by the quality of our team and will work hard to get you the best possible results. Just keep in mind that certain outcomes (like your business’s financial gains, customer behavior, etc.) are influenced by numerous factors. We position ourselves as your reliable support partner, but not as a magic solution – no one can honestly guarantee specific business results. Many service providers echo this sentiment: your success depends on various factors including your own input and market conditions
In summary, you can expect diligent service from us, but not a guarantee of a particular result (especially if it’s outside our direct control). We encourage setting clear goals together and we’ll do everything we can to help you achieve them, with the understanding of those external variables.
Q: How do I get started with your services or get in touch?
A: Getting started is easy! Here are the steps:
Contact Us: Reach out via phone or email (see our Contact section below) and tell us a bit about what you need. We’ll likely ask to schedule a consultation call so we can discuss your requirements in detail. This initial consultation is free and is meant to ensure we understand how we can help and to answer any questions you have.
Proposal/Agreement: After we understand your needs, we will propose a service plan. This could be one of our standard packages or a custom plan tailored to you. We’ll send you a written proposal or service agreement outlining the scope of work, pricing, and any specific terms. You should review it and make sure everything looks right. We’re happy to adjust the plan until you’re satisfied that it covers everything you need.
Onboarding: Once you agree and sign the service agreement, we’ll begin the onboarding process. During onboarding, we collect all the information and access we need to get started. For example, we’ll get the list of tasks you want us to handle, any scripts or FAQs you want us to use on calls, access to calendars or software we’ll be managing (with your permission), etc. We’ll introduce you to the dedicated assistant or team that will work with you. This is also when we’d sign any additional confidentiality agreements if you require (we already have our NDA, but if your company wants a specific one, we’re open to it).
Kickoff: After onboarding, we’ll schedule a kickoff or start date. From that point on, we’re operational and handling tasks for you! We like to keep communication strong, especially in the first few weeks, to ensure everything is running smoothly and adjust any procedures if needed. You can reach out anytime to give feedback. We might also have regular check-ins with you (weekly or monthly) depending on what cadence you prefer, to review performance and any new needs.
To contact us: You can call us at [Your Phone Number] during business hours, or email us at renogold@renogoldsolutions.com. There’s also a contact form on our website’s Contact page – if you fill that out, we typically respond within one business day (often much sooner). If you’re in the area and want an in-person meeting (and we offer that), we can arrange that too. We try to be as accessible as possible.
We are excited to work with new clients and will make the sign-up process as seamless as we can. No heavy bureaucracy or waiting – just a clear conversation, agreement on details, and quick ramp-up to start helping you.
Limitation of Liability
To the fullest extent permitted by law, Reno Gold Solutions LLC’s liability to you for any claim arising out of or relating to our services is limited in amount and scope. Specifically:
Cap on Liability: Our total cumulative liability for any and all claims (whether in contract, tort, negligence, or otherwise) is capped at the amount you have paid us for services in the three months immediately preceding the event giving rise to the claim
. For example, if an issue occurs, our maximum financial responsibility to you will not exceed what you paid us in the last quarter. If no payment was made (for instance, a free trial period), then our liability in such cases will be capped at a nominal amount (e.g., $100).
No Indirect or Consequential Damages: Reno Gold Solutions LLC will not be liable for any indirect, incidental, special, or consequential damages. This means we are not responsible for losses that do not flow directly from our actions but are side effects – such as lost profits, lost revenue, loss of business opportunities, loss of goodwill, or damages resulting from data loss or business interruption. For instance, if our service had an error and as a result you lost a potential sale, we are not liable for the profit from that lost sale or other downstream effects.
No Punitive Damages: We are also not liable for punitive or exemplary damages (damages intended to punish) or any damages that might be considered disproportionate compared to the fee you paid for the service.
Service Errors or Omissions: In the event we do make a mistake or fail to perform as agreed, you may be entitled to a correction of the service (we will re-perform the task correctly) or a credit/refund if deemed appropriate by us, but not damages beyond that. We will always attempt to remedy any issue as part of our commitment, but the disclaimers above apply to limit additional liability.
Third-Party Claims: We shall not be liable for any claims or demands made by any third party against you, even if those relate to our service. For example, if a third party (like one of your customers) claims they suffered a loss due to an action we took under your direction, you would be responsible for handling that claim, not us. (In practice, we work to prevent any such scenario through careful service, but this is the legal stance.)
Exceptions: Some jurisdictions do not allow the exclusion or limitation of certain warranties or liabilities, so if you are in such a jurisdiction, some of these limitations may not fully apply to you. However, in any dispute, our liability will be limited to the maximum extent permitted by applicable law. Nothing in these terms is intended to limit liability more than what the law allows nor to waive any rights you have that cannot be legally waived.
By using our services, you acknowledge this limitation of liability as a fundamental part of the agreement between us. Essentially, we can’t owe more to you in damages than you’ve paid us, and we won’t be responsible for large categories of losses as described above. This allocation of risk is reflected in the service fees we charge. If you require a higher liability cap or special terms, those would need to be negotiated explicitly and would likely involve higher fees due to the increased risk.
Intellectual Property and Ownership
Client’s Intellectual Property: You retain all rights to the materials and information you provide to us. For example, any documents, logos, customer lists, or proprietary data you share remain your intellectual property. We will only use them for the purpose of delivering services to you. Likewise, if as part of our tasks we are managing content that you created (like posting your blog articles or using your product information), you own all that content. We claim no ownership over anything you supply or any of your business’s intellectual assets.
Work Product: As for the output of our services – any work product that we create specifically for you as part of our service (such as drafted emails, reports, call scripts, schedules, spreadsheets compiled with your data, etc.) will become your property once you have paid for the service in full. In other words, after you’ve compensated us for our work, the things we delivered to you are yours to use as you see fit. For instance, if we design a customer intake form for you as part of our service, that design is yours after payment; we won’t supply the same customized form to another client.
Reno Gold Solutions LLC’s IP: We do, however, retain ownership of our pre-existing materials, tools, and know-how. This includes any templates, processes, methodologies, or software we use to deliver the service. For example, if we use a proprietary checklist for handling calls effectively, that checklist remains our property. If we developed a script framework that we then tailor to your business, the general framework is ours, though of course the customized final script for your business is yours. We also retain rights to any training materials or operating procedures we’ve created for our assistants. Essentially, anything that is not uniquely created for you but is part of our general service toolkit remains owned by Reno Gold Solutions LLC. We often continuously improve our internal processes based on client work, but those improvements don’t transfer ownership.
Marketing and Portfolio Use: We will not use your trademarks or business name in our marketing materials without your permission. We respect that some clients prefer confidentiality regarding outsourcing support. If we are proud of work we’ve done for you and would like to mention it (for example, as a case study or testimonial on our site), we will explicitly ask for your consent. If you give permission, we might describe the service in general terms (avoiding any sensitive details) and possibly use your logo, but only with prior approval. If you decline, that’s absolutely fine – it will have no impact on our service to you.
IP Infringement: You also assure us that any materials or data you ask us to work with do not infringe on others’ intellectual property rights. For example, if you supply us with a contact list, we proceed assuming you have the rights to use those contacts (i.e., it’s not a stolen list or such). If any third-party claims arise alleging that the content or tasks we handled for you violated someone’s IP (like copyright or trademark), you will be responsible for addressing those claims and you agree to indemnify (protect) us from any resulting liability. We will, of course, cooperate with you in resolving any such issue and follow any legal guidelines required.
In short, you own what’s yours, and you own what we create for you, while we retain what’s ours (the tools and knowledge that enable us to serve many clients). Neither party gains ownership of the other’s intellectual property simply by virtue of the service relationship
This way, when our work together is done, you have everything you need from our engagement, and we can continue using our general expertise elsewhere.
Cancellation and Refund Terms
While our FAQ above explains our approach to cancellations and refunds in plain language, here are the formal terms:
Cancellation by Client: You may cancel services at any time by providing written notice to Reno Gold Solutions LLC. Upon cancellation, we will cease providing services from the effective date of cancellation. You will remain responsible for any fees or charges incurred up to the cancellation date. If you have pre-paid for a period that has not yet concluded, the decision to issue a pro-rated refund or credit for the unused portion of the service will be at our sole discretion.
As a default, payments are non-refundable, including for unused time or incomplete periods of service, as our assistants are allocated and standing by to serve you during that time. We try to be accommodating, but we do not guarantee any refund for early cancellation.
No Refunds for Used Services: If services have been rendered, those fees are earned and not reversible. For example, if we provided support for the first two weeks of a month and you cancel mid-month, the fees for those two weeks are due and non-refundable. Any work already delivered to you is provided “as is” at the point of cancellation.
Satisfaction Guarantee (if any): If we have explicitly offered a satisfaction guarantee or trial (as part of a promotion or agreement), the terms of that offer will be honored. For instance, if a money-back guarantee for the first 14 days was advertised, we would refund according to that promise, superseding the general no-refund policy, as long as the conditions (e.g., requesting the refund within the trial window) are met. Absent an explicit guarantee, our standard policy applies.
Cancellation by Company: Reno Gold Solutions LLC reserves the right to terminate or suspend services to a client at our discretion, typically with notice, if: (a) the client breaches any material term of our agreement or these disclaimers (for example, non-payment or misuse of our services), (b) the client engages in behavior that makes the working relationship untenable (for instance, if someone were to demand illegal actions, or treat our staff in an abusive manner), or (c) we decide to discontinue the service or operations entirely. If we initiate termination without cause (meaning you did nothing wrong), and you have pre-paid for services, we will refund the unused portion. If termination is due to a breach on your part, no refund will be provided for any remaining prepaid period.
Outstanding Payments: Upon cancellation by either party, any outstanding invoices or accrued fees become immediately due and payable. For hourly clients, we will calculate any time worked but not yet billed through the cancellation date and issue a final invoice.
Return of Property: Both parties should return or destroy the other’s confidential information upon cancellation. For example, we will return or securely delete any login credentials, files, or data you provided, and you should delete any of our internal documents or software we may have shared. Our obligation to maintain confidentiality of your information survives the cancellation. Likewise, any provisions in the agreement that by their nature are meant to continue (such as limitations of liability or indemnification) will remain in effect.
In summary, cancelling is your right and is straightforward — just note that fees already paid are typically not refunded and any usage up to cancellation must be paid. We value our relationships and will handle any termination professionally and ethically.
Changes to Services and Terms
Modification of Services: Reno Gold Solutions LLC may at times modify, update, or discontinue certain aspects of our services. This could be for reasons such as improving efficiency, adapting to new technologies, or adjusting to market demands. For example, we might introduce a new feature, change the way a process works, or phase out an old feature that is no longer practical. We reserve the right to make such changes at our discretion. However, if a change significantly affects the service you are receiving, we will strive to give you advance notice and discuss alternatives if the change is not acceptable to you. Our goal is never to negatively impact our clients without warning. In the event we discontinue a service that you have paid for, we will either provide a prorated refund or offer an alternative solution.
Changes to Terms: We may also update the terms and conditions under which we offer our services (including these disclaimers). Reasons might include changes in laws/regulations, updates to our business policies, or clarifications of terms. If the changes are material, we will notify our active clients (for instance, via email or a notification on our website) that an update has been made. The latest version of our terms will always be available on our website. By continuing to use our services after updates to the terms, you agree to the revised terms.
No Liability for Changes: We shall not be liable to you or any third party for any modification, price change, suspension, or discontinuance of the service. We do not guarantee that the service will remain unchanged forever. As an example, if we need to shut down a particular software platform we use and replace it with another, we are not liable for any inconvenience or required adjustments on your part, though we will assist in a smooth transition. If our pricing structure changes, existing clients would typically be grandfathered in for a period or until the end of a contract term, after which new prices may apply – we would communicate this clearly. If we must suspend service due to unforeseen events (like a major system failure or force majeure event), we will not be responsible for any damages due to the interruption (again, beyond possibly crediting fees for downtime).
Your Options: If you do not agree with a material change in service or terms, you always have the option to cancel the service (as per the cancellation terms above). We want our clients to be comfortable with how we operate, and we will do our best to accommodate reasonable concerns related to changes.
Keeping Updated: We encourage you to review any communications about changes. Most updates are aimed at improving the service or clarifying obligations, and we appreciate your understanding that running a service sometimes means evolving how we do things. Rest assured, any changes will not override rights you may have that are protected by law, and our commitment to fairness and transparency remains constant.
By using Reno Gold Solutions LLC’s services, you acknowledge that you have read and agree to the above disclaimers and terms. These FAQs and disclaimers are intended to provide clarity and protect both the client and the service provider by setting proper expectations. If anything is unclear or if you have further questions about these terms, please let us know. Open communication helps ensure a trustworthy relationship.
Thank you for trusting Reno Gold Solutions LLC with your business needs. We look forward to providing you with excellent service, and we present these guidelines to ensure we have a mutual understanding every step of the way.