Terms of Service
These Terms of Service (“Terms”) govern your use of Tandem’s services and website at tandem.ph. By engaging Tandem’s services, you agree to these Terms. If you have questions, contact us at hello@tandem.ph.
1. About Tandem
Tandem provides EA matching and support services. We connect clients with independent contractor executive assistants (“EAs”) and provide ongoing support, performance management, and quality assurance throughout the engagement.
Tandem EAs are independent contractors, not employees of Tandem or of you. Tandem acts as the matching, management, and support layer between client and EA.
2. The matching process
2.1 First sync
After you complete our intake questionnaire, a first sync call is scheduled with the Tandem team. This call is used to understand your needs, working style, and priorities before a match is made.
2.2 Match presentation
Within 48 hours of your first sync, Tandem will present you with a matched EA profile. The match includes the EA’s background, skill tier, and relevant experience.
2.3 Accepting a match
If you accept the match, Tandem will process your first payment. Your EA will then undergo a final preparation session with your Tandem team lead before your start call is scheduled.
Your start call may be scheduled within 72 hours of payment confirmation.
2.4 Rejecting a match
If you do not wish to proceed with the presented match, you may decline. A second sync call will be arranged to understand the reason for rejection and refine the search criteria. A new match will be presented within 48 hours of that second sync.
Tandem will make reasonable efforts to find a suitable match, but does not guarantee a match will be accepted.
3. Engagements and billing
3.1 Month-to-month contract
All Tandem engagements operate on a monthly basis. There is no minimum contract term beyond the first month.
3.2 Billing
Payment is processed at the start of each billing period. The first payment is processed upon acceptance of a match (see clause 2.3). Subsequent payments are billed on the same date each month.
3.3 No setup fee
Tandem does not charge a setup fee for new engagements.
3.4 Plan changes
Requests to change skill tier or commitment level (part-time to full-time, or vice versa) should be made through your Tandem team lead. Changes take effect at the start of the next billing period.
4. Cancellation
4.1 Notice period
Either party may cancel an engagement by providing 30 days’ written notice. Notice must be sent to hello@tandem.ph or communicated through your Tandem team lead.
4.2 Final billing period
Cancellations take effect at the end of the billing period following the notice period. You will be billed for any month in which services are active.
4.3 Tandem-initiated cancellation
Tandem reserves the right to terminate an engagement at its discretion, with or without cause, with 30 days’ notice. In the event of serious misconduct or breach of these Terms by the client, Tandem may terminate immediately.
5. Replacement requests
5.1 Right to request replacement
You may request a replacement EA at any time by contacting your Tandem team lead. There is no charge for a replacement.
5.2 Replacement process
Upon a replacement request, an alignment call will be arranged to understand the reason and refine the next search. The replacement matching process follows the same timeline as the initial search (see Section 2). Handover from the outgoing EA to the incoming EA is managed by your Tandem team lead.
5.3 Continuity
Tandem will make reasonable efforts to ensure continuity of support during a transition period.
6. Non-solicitation and EA buyout
6.1 Non-solicitation
During your engagement with Tandem and for 12 months following its termination, you agree not to directly solicit, hire, or engage any Tandem EA — or any person introduced to you through Tandem — outside of the Tandem platform, without Tandem’s prior written consent.
6.2 EA buyout
If you wish to directly employ or independently engage a Tandem EA, you may do so by paying Tandem a buyout fee of USD $10,000. The buyout requires 30 days’ written notice to Tandem and payment of the buyout fee prior to the commencement of any direct arrangement.
6.3 Breach
Breach of this clause may result in immediate termination of your Tandem engagement and Tandem may seek damages and legal remedies available under applicable law.
7. Confidentiality
Both parties agree to keep confidential any non-public information shared in the course of the engagement. This includes client business information, EA personal details, and Tandem’s processes and pricing.
Tandem EAs are required to maintain confidentiality as a condition of their engagement with Tandem.
8. Intellectual property
Work product created by your Tandem EA in the performance of your agreed scope is considered yours. Tandem does not claim ownership of deliverables produced for you by your EA.
Tandem’s brand, website, training materials, and processes remain the intellectual property of Tandem.
9. Limitation of liability
Tandem provides a matching and support service. We are not liable for:
- Errors or omissions by your EA in the performance of their tasks
- Business losses arising from EA availability or performance issues
- Third-party platform failures or disruptions
Our total liability to you in any given month shall not exceed the fees paid by you to Tandem in that month.
10. Governing law
These Terms are governed by the laws of the Republic of the Philippines. Any disputes shall first be attempted to be resolved through good-faith negotiation between the parties.
11. Changes to these Terms
Tandem may update these Terms from time to time. Material changes will be communicated by email at least 14 days before taking effect. Continued use of Tandem services after that date constitutes acceptance of the updated Terms.
12. Contact
Questions about these Terms? Reach us at:
Email: join@tandem.ph Website: tandem.ph
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