North & Hayes

Terms, in plain language

Last updated: July 2026

These terms set out how North & Hayes provides its executive-support service, and what you can expect from us and we from you. We have written them in plain language. When you engage us, a short written agreement confirms the specifics of your service, and if anything there differs from these terms, your agreement takes precedence.

1. About these terms

These terms are between you, our client, and North & Hayes ("we", "us", "our"). By booking a call, becoming a client, or using the service, you agree to them. If you are agreeing on behalf of a company, you confirm you are authorised to do so.

2. The service we provide

We provide dedicated executive support: a matched assistant who handles your administrative and business tasks, overseen by a North & Hayes team leader who is your point of contact for quality. You get a guaranteed daily overlap for live work, with the rest handled asynchronously. We manage the matching, oversight, security, quality, and replacement so you do not have to.

3. Who can use the service

The service is for founders, professionals, and businesses. You must be at least eighteen and able to enter into a contract. You agree to use the service only for lawful purposes, and not to ask your assistant to do anything unlawful, unethical, or unsafe.

4. Getting started

After a short conversation, you complete a brief preferences form. We then take up to ten business days to source and match the right assistant, and you are not billed during this matching period. Your service begins on your start date, the day you are introduced to your assistant.

5. Fees and payment

The service is one simple monthly fee, starting from $1,750 a month, never hourly. The exact figure depends on the scope you need and is confirmed in writing before you begin. Fees are billed monthly through our payment provider, and your first fee is charged the day before your introduction. Fees exclude any taxes that may apply, and fees for future months may change with reasonable notice.

6. How we work together

You direct the work; we manage the person. All contact runs through your assistant's North & Hayes email and scheduled video calls, never personal chat apps, so there is always a clear record. Working calls between you and your assistant are recorded, with your consent, and kept privately for quality and for your protection. Any concern about the work goes to your team leader, never to your assistant directly.

7. Your responsibilities

To let your assistant help you, you agree to give them the access a task genuinely needs, through delegated access or our encrypted vault, and to keep your own accounts secure. You are responsible for the instructions you give and for reviewing important work before it is relied upon or sent. You remain the owner and controller of the accounts and information your assistant works within.

8. Confidentiality and security

We work to a written Security Standard, and your assistant personally signs a confidentiality agreement, by name, that continues after our work ends. We treat your information as confidential and would rather lose a task than cut a corner on your security. You can read the detail on our security page.

9. How we handle your data

We handle personal information as described in our Privacy Policy. Where your assistant handles personal information inside your own accounts, you are the controller of that information and we act as your processor, on your instructions.

10. Work you receive

The work your assistant produces for you in the course of your service is yours. Our own materials, methods, templates, and systems remain ours, and nothing here transfers our intellectual property to you. You will not recruit or directly engage an assistant introduced by us outside the service during our engagement and for six months afterwards, so that we can keep carrying the cost and risk of matching and managing them.

11. The fit guarantee

If your assistant is not the right fit within the first fourteen days, we will match a replacement at no extra cost, and we manage the handover so there is no gap in your support.

12. Cancelling and pausing

The service is month to month. You may cancel at any time with thirty days' notice, and there is no long lock-in. When our work ends, we remove access promptly and return or securely delete the information we hold for you, except anything we are legally required to keep. We may also end or suspend the service, with notice, if fees go unpaid or if the service is used unlawfully or unsafely.

13. Our responsibility, and its limits

We provide the service with reasonable care and skill, and we stand behind the quality of our work. Your assistant supports you; they do not replace your own judgement, and important decisions and final approvals remain yours. To the extent the law allows, we are not liable for indirect or consequential losses, and our total liability for any claim is limited to the fees you paid us in the three months before it arose. Nothing in these terms limits any liability that cannot be limited by law.

14. Changes to these terms

We may update these terms from time to time. If we make a significant change, we will let you know and update the date at the top of this page. Continuing to use the service after a change means you accept the updated terms.

15. Governing law

These terms are governed by the law of Portugal, and the courts of Lisbon have jurisdiction, unless your written agreement with us says otherwise or local law gives you rights that cannot be set aside.