How We Work (The Policy)

How We Work

The Heartworks Team

The members are all carefully hand-picked by the director of Heartworks. With over 12 years of administrative experiences in the corporate environment, she picked with high quality and emphasized the VA attitudes. She is the sole project manager for all incoming requests, oversees the tasks, and do a lot of the work herself to gain clarity, first-hand knowledge and knowing the clients by heart. All team members believe in what she believes – Supporting clients by providing expertise with a genuine heart!

Hours of Scheduled Meetings / Calls

Our active hours for scheduled meetings/phone calls are Monday– Friday from 10:00 am – 6:00 pm GMT. Our office is closed on the weekends. All e-mails will be returned within 24 hours during business days (Monday– Friday).


It is necessary for a new client to sign a service contract stipulating our mutual agreement on the services, except for the 2-hours On-the-Go client, unless you insisted. All new clients will receive a Welcome Email from us together with the service contract


We work on an email basis for task delegation. Client and Assistant may agree in a separate, written document to expand the scope of Services to include additional tasks. Such a written document may be informal, such as an email or WhatsApp. If you wish to speak with us either by phone or Virtual meeting, we would ask that you send us a request via email at least 12 hours in advance. You can also schedule for a face to face meeting to get to know us or needs us to be there for meeting arrangement. If it has to be less than 6 hours, just let us know and I will see what I can do. We can always be reached via email:

Billable Hours

Any contact with the client is billable, including emails(if more than a simple answer required), IMs and phone calls. Time will be not be tracked in increments but instead for actual time used down to the minute. We use Clockify to keep track of any time we spend on a project for you. If requested, time reports can be made available on a bi-weekly basis.

Turnaround time

Projects and task turnaround times vary and we will discuss the length of time that will fit your individual needs and our schedule. We will be sure to keep you updated on the progress of the work and will let you know if the deadline we discussed needs to be adjusted. Due to the fact that each task and project is unique to each customer, times for completion will vary. We will respond to all emails and Whatsapp messages within 24 hours (not including weekends and holidays). Rarely we will take any emergency or rush requests, but if you contact us and we have availability to do so, we can discuss it further.

Urgent or Holiday Work

We understand that sometimes you’ll have urgent task that requires immediate attention that is not stated in the service contract or outside of business hours. For these jobs, you will be charged a 10-20% surcharge for urgent delivery, after hours, weekends or holidays(holidays will be announced through email). No work will be done on Christmas Eve or Christmas, others will be negotiable.

Status Updates

For retainer clients, we will send a weekly status update every Friday (if requested). Other clients may request status updates and we will determine the frequency of these updates together.

Payments and Refunds

All payments must be made up-front via bank transfer after the contract signed and the first invoice issued. Purchasing in this manner eliminates the need for us to chase down clients and spend extra time on accounting. On your end, this will help you know how much time and money you’re working with and no surprise bills.

Because of the nature of the work we do, there are no refunds. There is no way we can get back any of the time or hard work. However, we will work closely for the first few weeks to make sure we are synced and happy. If for some reason things aren’t going the way you had hoped, please do let us know in any way.


If you are happy with our works and introduced our services to your fellow network, we will happily credit your account (existing client) or pay you (non-client) with 10% of what we earn with your referral on their first invoice.


We adhere to a strict confidentiality code and no information will be shared with a third-party. We take your confidentiality very seriously.


We Provide A Wide Range Of Services
We’re a full-service virtual assistant that can handle most of your business’ needs, including digital marketing, copywriting, social media management, facebook ads advertising & graphic design.
Although we are virtual assistant but we will offer a certain degree of outdoor services for you to make your life easier. For example, utility application, Malaysia company setup required compliance application, appointment meet up with clients and etc

  • Data entry
  • Email Drafting
  • Email Response
  • Appointment Setters
  • Meeting / Interview Input
  • Invoice Chasing
  • Payment Collection
    – CRM support- Outreach (email and social media)
    – Lead research
    – Cold emailing
    – Customer care – handling enquiries and complaints
    – Email newsletters
    Sales, Business Development & Customer Support
    Online training coordinator
    Appointment scheduling

Accounts Payables / Accounts Receivable
• Account Reconciliation
• Management Reports
• Financial Reporting
• Data Management
• Bookkeeping
• Form preparation
• Meeting minutes
• Data entry
Preparation of individual tax return (employment income)
Preparation of Form E (Active or dormant company)
Preparation of Form EA
Preparation of Form Form P
Income tax account application to obtain C number, E number and corporate e-filing pin
Application of personal tax number and e-filing pin

  • Page/post content
  • Social media management
  • Uploading content to the blog site
  • Scheduling social media content
  • Basic Photo Editing (Canva)
  • Translations within English, Malay and Chinese.

And much more!

Let us solve your problems