Mate&Work Policies
At Mate&Work, we believe that a thriving community is built on clear guidelines. Below are the current policies for our platform, which cover various aspects of its use. These policies are a plain-language summary and may evolve as Mate&Work grows. For enforceable terms, please see our [Terms of Service], which prevail in case of any conflict.
1. Site Behavior Policy
1.1 Professional Conduct
Users of Mate&Work are expected to conduct themselves professionally and respectfully at all times.
1.2 Prohibited Behavior
Harassment, discrimination, or any form of abusive behavior towards others on the platform is strictly prohibited.
1.3 Reporting Violations
Users should adhere to community standards and report any violations promptly to Mate&Work administrators through the designated reporting tool or by contacting support at hello@mateandwork.com.
1.4 Authority of Mate&Work
Mate&Work reserves the right to take immediate action, including content moderation, account suspension, or termination, in cases of severe violations of community guidelines.
2. Site Content Policy
2.1 Content Accuracy
All content posted on Mate&Work, including profiles, job postings, and communications, must be accurate, truthful, and appropriate.
2.2 Content Responsibility
Users are responsible for ensuring that their content does not infringe upon the rights of others, including intellectual property rights.
2.3 Content Moderation
Mate&Work reserves the right to moderate and remove content that violates these guidelines.
2.4 Content Approval
All job postings and major client announcements must be reviewed and approved by Mate&Work before publication to ensure alignment with platform standards.
3. Policies for the Work Relationship Between Clients, Remote Professionals, and Mate&Work
3.1 Professional Facilitation
Mate&Work facilitates a professional relationship between clients (businesses) and remote independent professionals by vetting talent, managing payments, and providing support services to ensure a seamless working experience.
3.2 Client Responsibilities
Clients must provide clear job descriptions, deadlines, and payment terms.
3.3 Remote Professional Responsibilities
Remote professionals are expected to deliver work according to agreed-upon specifications and timelines.
3.4 Dispute Resolution
Mate&Work acts as a facilitator and mediator in case of disputes or issues arising from the work relationship.
3.5 Work Monitoring
Mate&Work reserves the right to monitor ongoing projects to ensure compliance with agreed-upon deliverables and quality standards.
3.6 No Direct Hire & Non-Circumvention (Summary)
To protect our recruiting and support investment, Clients agree not to hire or engage any Professional introduced by Mate&Work outside of Mate&Work during the engagement and for a protection period thereafter. Direct payments or off-platform engagements are not permitted. See Terms of Service §11 for the binding rules and remedies.
3.7 Independent Contractor Status (Summary)
Professionals work as independent contractors, not employees of Mate&Work or the Client. No employer-provided benefits (including PTO) are offered through Mate&Work. See Terms of Service §5.
3.8 Handover on Termination (Summary)
If an assignment ends, Mate&Work will coordinate a professional handover of files, deliverables, and access lists. Clients remain responsible for removing/rotating credentials on their systems. See Terms of Service §12.
4. Guidelines for Best Practices at Work
4.1 Encouraging Best Practices
Mate&Work encourages best practices for remote work, including clear communication, meeting deadlines, and maintaining professionalism.
4.2 Communication
Remote professionals should maintain regular communication with clients and provide updates on work progress.
4.3 Client Support
Clients should provide necessary resources and support to remote professionals to ensure the successful completion of tasks.
4.4 Performance Evaluation
Mate&Work may conduct periodic performance evaluations for remote professionals to ensure service quality and client satisfaction.
5. Compliance Code Policy
5.1 Legal Compliance
Mate&Work complies with applicable laws and regulations governing remote work, data protection, and labor practices, including but not limited to GDPR, CCPA, and local laws.
5.2 User Compliance
Users must comply with Mate&Work’s Terms of Service and legal requirements when using the platform.
5.3 Enforcement Authority
Mate&Work may enforce compliance policies and take disciplinary actions, including account suspension or legal measures, for serious violations.
6. Arbitration and Dispute Resolution
6.1 Arbitration Services
If disputes cannot be resolved directly between parties, Mate&Work may provide or coordinate arbitration services.
6.2 Arbitration Procedures
Arbitration follows predetermined criteria and procedures designed to achieve a fair and impartial resolution based on the evidence presented by both parties.
6.3 Binding Decision
The decision of the arbitrator(s) appointed or agreed under the Terms is final and binding. Arbitration will follow a structured mediation process based on the evidence provided by both parties.
6.4 Conflict Management
Mate&Work may intervene in cases of prolonged disputes to facilitate fair outcomes. See the Terms of Service §13 for the binding dispute resolution framework.
7. Official Communication Channels
7.1 Primary Channels
WhatsApp is an official operational communication channel for Mate&Work and is used based on the contact numbers provided by clients and remote professionals. For formal or detailed communication, email is also used.
7.2 Response and Updates
Users should monitor these channels to stay informed about important updates or communications. Official announcements will be sent via email, in-app notifications, or WhatsApp.
7.3 Contact Information
For any queries not addressed through WhatsApp, users can reach Mate&Work via hello@mateandwork.com for formal inquiries.
7.4 WhatsApp Operating Rules
WhatsApp is used for day-to-day coordination (updates, reminders, routine approvals). It does not amend pricing, scope, payment terms, or legal obligations; those changes require email confirmation from an authorized address or a signed document.
7.5 Consent & Opt-Out
We message only contacts who have provided their number and consent. You may opt out at any time by replying “STOP” or blocking the number; we will promptly honor the request.
7.6 Sensitive Instructions & Security
Please avoid sharing credentials, card data, or highly sensitive information via WhatsApp. Mate&Work may require email confirmation or additional verification before executing instructions with financial or access impact.
7.7 Delivery Limits & Records
Message delivery depends on WhatsApp availability; Mate&Work is not liable for third-party outages. For quality, support, and dispute resolution, Mate&Work may retain relevant WhatsApp communications linked to a project, consistent with our Privacy Policy and applicable law.
7.8 Official Transactions
All invoices and payments related to an engagement must be processed through Mate&Work. Direct payments to Professionals are not permitted. See Terms of Service §11.
8. Replacement Policy
If you are unsatisfied with your Virtual Assistant, Mate&Work offers a smooth and flexible replacement policy. You can request a new assistant who better fits your needs — no hassle and no additional cost.
To initiate the process, simply fill out our short VA Replacement Request Form. Your feedback helps us understand what didn’t work and ensures we match you with someone more aligned to your expectations.
Replacements are typically completed within 1–2 weeks, and you can decide whether the current VA should provide a handover or stop immediately.
We use this process not only to improve your experience, but also to provide constructive feedback to our VAs and continually strengthen the quality of our service. Mate&Work is committed to making this transition as smooth and productive as possible so you can keep growing, uninterrupted.
8.1 Eligibility & Process
Submit the Replacement Request; Mate&Work will confirm scope and timing, propose candidates, and coordinate either an immediate stop or a structured handover per your preference.
8.2 No Cost & Scope
Replacements are provided at no additional cost within the agreed service scope. Material scope changes may require an updated plan.
8.3 Feedback & Improvement
Please share clear rationale and examples to guide the re-match process.
8.4 Fair Use
Abuse of the replacement policy (e.g., repeated scope changes, unpaid invoices, or attempts to bypass Mate&Work) may void eligibility.
8.5 Non-Circumvention Reminder
A replacement does not alter the No Direct Hire & Non-Circumvention obligations summarized in §3.6 (see Terms §11 for binding rules).
9. Seniority & Pay Adjustment Policy
9.1 Professional Levels
Mate&Work defines progressive levels of professional seniority. Advancement between levels is based on continuous service and consistent performance, evaluated by Mate&Work.
9.2 Eligibility for Advancement
Level 1 – Entry
Applies to all Professionals during their initial stage of collaboration with Mate&Work.
Level 2 – Pro
Eligible after 12 months of continuous service with consistently positive performance reviews.
Level 3 – Advanced
Eligible after 24 months of continuous service, or earlier if the Professional demonstrates advanced specialization, leadership, or a significant scope expansion formally approved by Mate&Work.
9.3 Impact on Ongoing Engagements
Level-related adjustments apply primarily to future client engagements. For ongoing engagements, any adjustment must be discussed with and accepted by the Client, based on proven positive performance and mutual agreement coordinated by Mate&Work.
9.4 Early Adjustment Requests
Requests to advance before the 12-month threshold are not considered unless the role’s scope has materially expanded. In such cases, Mate&Work may authorize a new service plan, subject to Client approval.
9.5 Authority & Transparency
All level assignments and adjustments are determined by Mate&Work. Direct negotiations between Clients and Professionals regarding pay or level are not permitted. Clients will be informed in advance of any proposed adjustments, and changes will only take effect with their agreement.
