What is a Hand?
A Hand is the currency we use here at Supahands. Each Hand is up to 20 minutes of work. How many Hands it takes for us to complete a task would depend on the nature of your task, such as how big it is or how difficult it is to obtain the information you're looking for. Essentially, it depends on how much time would be needed to complete your task.
How do I send in a task?
Once you’ve signed up, click on “New task” button that’s located on the top left corner of your screen and tell us what you would like help with. One of our SupaAgents will then pick it up and get it done for you. Have a look at the type of tasks that we could help you with: http://www.supahands.com/how-it-works. If you are submitting a large task, we usually advise our SupaUsers to break it down and send them in separately so that several SupaAgents can work on the task simultaneously - completing your task faster.
If my task takes too long and requires more than one Hand how will I be notified?
Generally with tasks, our SupaAgents will work on it with a Hand (20 minute duration) first and will get back to you with an update on what they’ve covered. If the task requires more time to complete, the SupaAgent will notify you on your task thread with how many additional Hands they’ll need to see the task through.
How many Hands can an SupaAgent complete in a day?
Our SupaAgents are expected to complete at least a Hand on your task for each day. Depending on their individual availabilities, they may be able to complete more Hands. Think your task looks like it could use a few people to work on it at the same time? Break it down and submit multiple tasks for several SupaAgents to work on your task simultaneously.
What’s the difference between the Starter, Growth & Pro package and the Premium package?
With the Premium Package you’ll get to have a single SupaAgent to handle all the tasks that you submit. That means one point of contact, continuity between the different tasks and there’s no need to keep re-educating different SupaAgents on the background of your tasks. Besides that, the SupaAgent assigned will prioritise your tasks over the other tasks received, giving you an upperhand of having it done quicker!'
Is there assurance in meeting my expectation in terms of delivering quality work and it being on time?
Our aim is to give you the best quality service. If you aren't satisfied with the work, let us know and if it’s an error on our part, we will rework it for you at no additional charge.
Our turnaround time for work requests is 24 hours per Hand, during the work day. For tasks that require more time, we will inform you of the number of Hands or workdays required.
Am I able to cancel a task once it's been sent?
Yes, you can. Just write a message to your SupaAgent on your task thread informing him/her that you would like to cancel the task. If the SupaAgent has not started working on it, we will provide you with a voucher code for you to redeem back the Hand.
Would you provide refunds on unsatisfied service?
There is no refund for unsatisfied service. However, If you are not satisfied with the work, do let us know how we can do it better. Again, if it is an error on our part - misreading the question/gathering information that does not fit stated criteria, we will rework the task for you at no additional charge.
Can you do last minute / urgent requests?
We sure can! SupaAgents will prioritise urgent tasks and work on those first. Just indicate on the task title that your task is Urgent,provide a due date and time for our SupaAgents and they will try their best to finish the task within the deadline.
For urgent tasks, we charge double the amount of Hands needed, e.g.: if a task takes 4 Hands to complete, we will take 8 Hands to work on it urgently. Whether a SupaAgent is able to work on it during the weekend is subjected to their individual availabilities so do make sure to ask!
Can I choose the SupaAgent that I want to work on my tasks?
You’re not able to choose your virtual assistant under the Starter, Growth and Pro package. Your tasks are assigned to the Supahands team and picked up by the first available SupaAgent.
However under the Premium package, if there is a SupaAgent that you would like to work with, we can try to arrange that for you.