Frequently asked 


1. Do your VAs all speak good English?

Yes, our VAs speak and write good English. They speak clearly though their accents may vary a bit.

2. Do you allow roll-over of hours?

No, we do not allow roll-over of hours. This is because when you sign up for a retainer plan with, we block off the VA’s time, depending on the plan you subscribe to. We limit the number of clients a VA can handle to provide optimum productivity and performance. This means that we are unable to assign him or her other clients and so rolling over will result in an inefficient and costly use of resources.

3. What is your process for choosing VAs?

The applicants first go through a face-to-face interview with our HR and VA Managers. They are screened based on communication skills, attitude and capacity to learn. When they pass the initial interview, they are given a written exam to gauge their written communication and technical skills. The management team will then shortlist the applicants who pass this stage, make any background and reference checks as necessary and make job offers. Once on-board, the new VAs undergo a two-week training before being deployed to clients.

4. Can I change my VA if I’m not happy with him/her?

Yes, we can help you change your VA if you are not happy with him or her. Just tell us why and we will help you resolve the issues with the VA or assign you to someone else.

5. How can a virtual assistant help me?

A Pepper Virtual Assistant can do anything a normal in-house secretary or admin assistant does. Moreover, she is backed up by a full team of writers, creative professionals, web designers and developers. You can count on her to manage and stay on top of your projects, from managing your emails and calendar to developing and maintaining websites. By delegating tasks to your virtual assistant, you get more time to focus on the “bigger picture” of your business, e.g., business development and strategies, and more quality time for yourself and your family.

6. How can getting a virtual assistant save me money?

Hiring an actual personal assistant or project manager would require you to pay taxes, purchase office equipment and space, pay for vacation leaves, benefits, and bonuses. With a Pepper Virtual Assistant, you get to achieve work-life balance without having to pay for the exorbitant costs that come with hiring an extra employee. You only pay for actual work done. No money wasted, more work done.

7. How do I get started?

Simply sign up for our free trial. The satisfaction of our clients is our priority, so we’d like you to test our services first to see if it meets your needs. After you sign up, you will be asked to choose a plan. Once you’ve made your choice, you will be directed to our payment page. Don’t worry as all our plans include a generous one-week free trial. On the 7th day, if you find that you’re satisfied with our services so far, your paid hours will start only then. If you are not satisfied with our services, just tell us and we will cancel your account and make sure you do not get charged.

8. How does it work?

Once you sign up for our services, we will contact you to find out what your needs are and how we can best help you. From our roster of Virtual Assistants, we’ll choose the one best-suited to work with you and introduce her to you. You can start sending your instructions at this stage, and your virtual assistant will get started on your work right away.

9. How do we communicate?

We communicate via phone, email, and instant messenger, and will go with whichever you prefer to use.

10. What services can I avail of in the free trial?

Just choose from our list of services here. If you don’t find the service that you’re looking for, send us an email and we’ll see if we can do it for you.
*Note: Creative and web services are not available for free trial. Please contact us to ask.

11. How long is the free trial going to last?

The free trial is for 5 hours total, which you can spread out for up to a week. You can choose to use 1 hour a day for 5 days or use up all 5 hours in a day.

12. Why do I have to go through PayPal if I’m just going to avail of the free trial?

We’d like to provide a seamless process for our clients. By doing this at the signup process, we won’t have to bother you with payment details once you decide to continue with our services.

Your credit card will not be charged until the 7th day following your signup, ensuring a full 5 days of free service, with an allowance of 2 days in case you decide to cancel. We only need your billing information to verify if there’s room to charge you on your first month, should you decide to continue our services.

If you do not wish to continue with our services, just tell us and we’ll make sure you do not get charged.

13. Do you have other payment options?

We accept bank or wire transfer to our bank account. If this is the payment option you prefer, let us know so we can give you the details.

14. What if the free trial’s over and my project’s not done yet?

Before we start a project, we will let you know if it’s something we can finish within the free-trial period or if it requires more hours. This way, all expectations are managed and you know what can and cannot be done within those 5 hours.

If the project extends beyond the free trial hours, you will be charged according to the plan you chose—of course, with your knowledge and consent.

15. Why should I choose Pepper? What makes it different from all the other Virtual Assistant services out there?

At Pepper Virtual Assistants, we carefully screen and choose our virtual assistant candidates to make sure our clients get the best service possible. Our virtual assistants undergo a comprehensive training program to equip them with the necessary tools and know-how in managing client accounts.

Our professionalism also sets us apart from the others. With us, you’re assured your VA will not disappear on you and leave your work hanging. You won’t need to worry when your VA gets sick or goes on holiday. We’ll provide a back-up VA to take over while your VA is away to ensure your operations are not disrupted.

Click here to read more about the Pepper edge.

16. I’m interested in getting a VA, but don’t really know where to start. Can you help?

Absolutely! You can start by reading our post here and here. You can also contact us for a consultation so we can help you plan and get started.

17. What if my VA goes on leave or becomes unavailable?

From the get-go, we will be assigning a back-up or buddy VA to take over when your main VA is away or on leave. We make sure your buddy VA is kept updated on all your current processes, thereby assuring your operations will not be disrupted should your main VA become unavailable.

18. Do you have a guarantee?

Yes, we’re proud to say that we provide a “satisfaction guaranteed” seal on all our services. This means that if you give us a project, we won’t stop until we’re sure you’re satisfied with our work, even if it means extending our hours free.

The only thing we will need from you is to brief us clearly and tell us exactly what work you are expecting. In exchange, we’ll do our best to give you the results that you want.

19. Where are your Virtual Assistants located?

We have two offices in the Philippines: one in Manila and another in Davao City. Most of our VAs are based in Davao while our creative, digital, and marketing teams are based in Manila.

20. Do you offer discounts for non-profit organizations and student scholars?

That is certainly something that we can consider. Please email us with a description of the type of organization or foundation you work for and what you’d like us to do and we’ll get back to you with a discounted rate.

21. Who are you affiliated with?

We’re partnered with Aspac Advertising, an award-winning and internationally recognized ad agency based in Manila. It has worked with global brands such as Nokia, Coca-Cola, Wendy's, Kodak, Puma, and Panasonic, among others.

22. How will I be billed?

We use PayPal so you can securely use any of your credit cards or bank accounts in your PayPal account.

If you don’t have a PayPal account yet, you can easily set one up by using your credit card.

Our payments are pre-paid monthly subscriptions with a cancel-anytime policy.

23. Will I have to deal with several people if I need different skill sets?

For the most part, you will only need to work with your own virtual assistant or project manager (depending on your requirements) throughout the duration of your project. One of our managers will be contacting you at the start to discuss your needs and choose the right virtual assistant for you and at the end of the project to get your feedback and evaluation of our services.

However, if you need several services, for example, you need an administrative assistant and web development services, then you will be working with two people – your virtual assistant and our digital project manager. Our people have different skill sets and we will assign them depending on your needs.

24. How do you keep my information secure?

Trust and integrity are vital in our industry and are the foundation of our business. We need to gain our client’s trust and confidence in order for our business to succeed. It takes months and years to earn it but only seconds to destroy it.

Knowing this, we take our client’s confidentiality and privacy very, very seriously.

The following outline our privacy security measures:

1. We keep our network secure. It is well-maintained and constantly monitored by our IT team to make sure that it is clean, running well, and free from attacks and hackers.
2. Our computers are regularly checked by our IT personnel to make sure they’re safe and free from viruses, trojans, worms, or spyware.
3. Our computers are backed up regularly to ensure no data is lost in the event of a computer crash.
4. We have a strict confidentiality clause in our service agreement. Our policy and part of our training is not to talk about client details outside of work. Most importantly, we will never share client information without his or her consent.
5. External ports in the workstations of our VAs are disabled, and they are not allowed to take any documents outside the office.

Our Privacy Policy can be found here:

25. Do you have non-English speaking VAs?

We currently only offer English-speaking VAs.

26. I don’t have recurring monthly needs. Do you have a pay-as-you-go plan?

You have the option to purchase a certain number of hours to use as needed. However, we can’t promise to provide a dedicated VA for this plan, so it’s possible a different VA will work on some of your tasks. The hourly rate for this is $15.