Help & FAQ

Getting started with Fidential is straightforward. Here's exactly what happens after you sign up:

• You complete our online intake form — it takes about 5 minutes and covers your business details, goals, and service preferences
• Within 24 hours, a member of our team reviews your form and reaches out to confirm your plan and any questions
• Your dedicated assistant begins setup and configuration — website, booking system, social profiles, or whichever services are included in your plan
• By hour 48, your services are live and you receive a handoff summary with everything that's been set up

From there, your assistant is on standby for ongoing management, requests, and support.

Very little — most clients start with only the basics. Here's what helps us hit the ground running:

• Your business name, industry, and a brief description of what you do
• Your logo or brand colours if you have them (we can help if you don't)
• Access to any existing accounts — Google Business, Instagram, booking software — that you want us to manage
• A phone number and address or service area for your business

Don't worry if you're starting from scratch — we've helped many clients build their entire online presence from zero. Our intake form will guide you through what's needed step by step.

We guarantee setup within 48 hours of your first payment. In most cases, your services are live sooner.

Complex builds — such as full websites with custom booking flows or multi-platform social setup — may take the full 48 hours. Simpler setups like Google Business optimization or a single social media profile are often completed the same day.

We'll keep you updated throughout the process so you always know what's been completed and what's next.

Fidential offers a full suite of business assistant services, available as monthly plans or à la carte add-ons:

• Website: Design, build, and ongoing management of your business website
• Online Booking: Setup and management of your booking system so clients can schedule with you 24/7
• Social Media: Content creation, scheduling, and posting across your platforms
• Google Business: Profile setup, optimization, review monitoring, and updates
• Phone Answering: Professional call handling and message-taking on your behalf
• Email Support: Drafting and managing client communications

Visit our Services page for a full breakdown of what's included in each plan and available add-ons.

Yes — you can add services at any time. There are two ways to expand your plan:

• Plan upgrade: Move to a higher-tier monthly plan that includes more services. The difference is prorated for your current billing cycle.
• À la carte add-ons: Add specific one-time or ongoing services without changing your base plan. These are invoiced separately.

To add a service, simply contact your assistant or submit a request through our contact form. Most add-ons are active within 48 hours.

Cancelling is simple and there are no penalties. Here's how it works:

• Submit a cancellation request via our contact form at least 5 business days before your next billing date
• Your services remain active until the end of your current billing period
• We'll prepare a handoff package with all your account credentials, logins, and any assets we created for your business
• Everything is yours to keep — your website, social posts, graphics, and any other deliverables

We don't do exit interviews or try to change your mind. If you want to come back in the future, we'll be here.

Fidential operates on a simple prepaid monthly subscription:

• Your plan is billed monthly, automatically, on your signup date each month
• All prices are in Canadian dollars (CAD) plus applicable taxes
• Payment is processed securely — we accept all major credit and debit cards
• You'll receive an email receipt after every successful payment
• À la carte add-ons are invoiced separately and due within 14 days

There are no hidden fees, setup charges, or long-term commitments.

Your first charge processes at the time of signup, which also starts your 48-hour setup clock. After that, you're billed on the same calendar date each month.

For example: if you sign up on the 10th, you'll be charged on the 10th of every subsequent month. If your billing date falls on a weekend or holiday, payment processes the next business day.

If a payment fails, we'll notify you immediately and give you a 5-business-day grace period to update your payment method before service is paused.

Yes — you can pause your subscription for up to one full billing cycle per calendar year. This is useful if you're taking a break or your business has a seasonal slow period.

• Submit your pause request at least 5 business days before your next billing date
• Your services are suspended for one billing cycle — no charge for that month
• Everything is preserved exactly as-is: your website stays live, your accounts remain intact
• On the next billing date after the pause, your subscription resumes automatically

To request a pause, contact us through our contact form.

During onboarding, you'll receive dedicated contact details for your assigned assistant — this is the fastest way to submit requests, share updates, or ask questions about your services.

You can also reach us through our contact form for general inquiries, billing questions, or if you'd like to make changes to your plan. All messages are reviewed by a real person — you'll never deal with a bot or automated queue.

We aim to be responsive and proactive — not reactive. Here's what to expect:

• Routine requests (content updates, small changes, questions): responded to within 4 business hours
• New task requests (new posts, new pages, setting changes): acknowledged same day, completed within 24–48 hours depending on complexity
• Urgent issues (website down, booking system error): we aim to respond within 2 hours on business days

Our operating hours are Monday–Friday, 9am–6pm EST. We monitor for urgent issues outside these hours.

We stand behind our work. If something isn't right — whether it's a technical issue, a deliverable that missed the mark, or something we set up incorrectly — we fix it at no additional charge.

• Contact your assistant directly or use our contact form to report the issue
• We'll acknowledge the problem within 2 business hours and confirm a resolution timeline
• For service disruptions caused by third-party platforms (hosting, social media, booking software), we'll work with those providers on your behalf to resolve the issue
• If we're responsible for an error that caused you meaningful disruption, we'll discuss appropriate remedies — up to and including a billing credit

Our goal is to be the most reliable part of your business operation. We take issues seriously and communicate openly throughout the resolution process.