Service Capacity Schedule
Version 2.0 — Effective August 11, 2026
This Schedule sets out what each Mona plan includes, how much of it, and how fast. It forms part of your agreement with Mona and is provided to you before you subscribe.
Where a website description and this Schedule differ, this Schedule applies. Terms used here have the meaning given in the Terms of Service.
1. How to read this Schedule
Mona sells capacity, not hours. Your plan gives you a defined amount of work in motion at any time, a defined speed, and defined hours of coverage.
Three things determine what your plan carries:
How much can be running at once — quick tasks per day, and multi-step requests in motion.
How fast — the response and completion commitments in section 6.
When — the coverage hours in section 5.
Some services are not measured in units at all. Those are listed in section 4.
2. What counts as what
Quick task. A single action producing one outcome. Mona books it, orders it, confirms it, locates it, or cancels it. A quick task is opened and closed in one pass, without waiting on anyone.
Multi-step request. Work that requires several actions, or contact with several outside parties, before it is complete: comparing options and choosing, chasing a refund, coordinating between two or more people, planning a trip, resolving a problem with a provider, or any request that depends on someone else replying. A multi-step request occupies one slot from the moment it starts until it is delivered or you pause it.
Project. A larger piece of work with several parties and a timeline: a move, a renovation, a launch, an event. A project runs alongside your slots and is scoped before it starts (section 8).
Automation. A recurring workflow Mona sets up on your behalf and then runs without you asking each time.
How work is counted
A purchase, booking, or reservation made inside a multi-step request does not consume a separate quick task.
A standalone booking with nothing else attached is one quick task.
A multi-step request occupies its slot until it is delivered. If you pause it, the slot is freed and you can start something else.
Nothing you send is counted twice.
Work moves up a category rather than being refused. If something sent as a quick task turns out to need several actions or several parties, it counts as a multi-step request. If a multi-step request grows into ongoing coordination or a defined deliverable, Mona scopes it as a project and quotes it. Mona tells you before the category changes, and you decide whether to proceed.
3. What each plan carries
Essential
Quick tasks per day: 2
Multi-step requests in motion: 1
Projects running: Available as an add-on
Automations set up and running: 1
Calendars managed: 1
Coverage: Weekdays
Professional
Quick tasks per day: 4
Multi-step requests in motion: 3
Projects running: 1
Automations set up and running: 3
Calendars managed: Up to 3
Coverage: 7 days
Executive
Quick tasks per day: 8
Multi-step requests in motion: 5
Projects running: 2
Automations set up and running: 10
Calendars managed: All of yours
Coverage: 24/7
Quick tasks reset each day and do not carry over. Unused capacity in any category does not accumulate.
Setting up an automation counts as one multi-step request while it is being built. Once it is running, it costs you nothing.
Business plans are scoped individually. Capacity, coverage, and the people assigned are set in a separate written agreement between Mona and the client. The figures in this Schedule do not apply to Business plans.
4. Services that are not counted
The following are part of your plan and are not measured against the numbers in section 3:
Purchases, bookings, and reservations made as part of a request.
Curated recommendations. Unlimited in number, within the scope of your own plans and household. Each set is a short list of options Mona has vetted, with the reasoning. Recommendations are never ranked by what a provider pays Mona.
Calendar management. Adding, moving, confirming, and protecting time on the calendars covered by your plan. Fair use is 20 changes per week on Essential, 60 on Professional, and 100 on Executive. A change means one update Mona makes, not a meeting sitting on your calendar.
Your Accountability Partner. You decide what matters; Mona tracks it, checks in, and keeps you accountable until it is done. Proactive on Professional and Executive.
These are uncounted because they generate value on Mona’s side as well as yours. Where use goes far beyond one household or one person’s own affairs, Mona will talk to you about a household add-on or a Business plan rather than applying a limit without warning.
5. Coverage hours
Coverage is when Mona is available to pick up new work and reply to you.
Essential — Days: Monday to Friday. Hours: 08:00 to 18:00.
Professional — Days: Every day. Hours: 07:00 to 19:00.
Executive — Days: Every day. Hours: 24 hours.
Coverage hours are measured in the time zone recorded on your account, which you choose when you subscribe. Mona covers those hours wherever Mona’s people happen to be.
You may change the time zone on your account once every twelve months on Professional, and three times every twelve months on Executive. The time zone on an Essential plan is set when you subscribe. Mona may agree to a different arrangement in writing.
Mona often has people available outside your coverage hours and will pick up work when it can. That is a courtesy, not a commitment, and the timing commitments in section 6 apply only within your coverage hours.
6. Timing
These are commitments, not estimates.
Essential — Quick tasks: done right away. Multi-step requests: delivered within 2 business days.
Professional — Quick tasks: done right away. Multi-step requests: delivered within 1 business day.
Executive — Quick tasks: done right away, day or night. Multi-step requests: delivered within 4 hours.
What “done” means
A request is done when Mona has delivered everything on Mona’s side. Where a request depends on someone else — a supplier replying, a merchant processing a refund, a provider confirming availability — the clock pauses while Mona is waiting and restarts when the reply arrives. Mona will tell you when a request is waiting and on whom.
Where timing does not apply
Timing commitments do not apply where:
the request is outside your coverage hours;
Mona is waiting on information or an approval from you;
you are at or over the limits in section 3;
the request is a project, which runs to its own agreed timeline; or
an event outside Mona’s reasonable control prevents performance.
7. When you reach a limit
Mona does not stop mid-request and does not cut you off without warning.
If you are at your limit, Mona will tell you, finish what is already in motion, and either queue the new request until a slot frees or offer you an add-on or a plan that fits your pace. You decide.
Mona will never apply a limit that is not written in this Schedule.
8. Projects
A project is scoped and agreed in writing before it starts. Mona will confirm the deliverables, the parties involved, the timeline, and what falls outside scope.
Mona takes on a project as a coordination engagement: breaking the work into steps, chasing everyone involved, tracking progress, and reporting back. Mona does not perform the underlying trade, professional, or construction work.
A project is accepted where it involves up to 3 external parties and runs up to 6 weeks. Beyond that, Mona will quote it separately before starting.
A project occupies one project position for its full duration.
9. Automations
Automations are built from Mona’s catalogue on stable, supported platforms.
Where a workflow depends on an unstable or unsupported integration, Mona will decline to build it rather than deliver something that breaks silently. Mona will tell you why and propose an alternative.
Mona maintains the automations it has built for you while your plan is active.
10. Specialists
Where a request needs a specialist — a contractor, lawyer, accountant, or similar — Mona’s involvement depends on your plan:
Essential: Mona finds and introduces vetted specialists.
Professional: Mona finds, books, and manages the specialist for you.
Executive: Mona manages the engagement from start to finish.
Where a specialist works on Mona’s behalf, Mona remains responsible for that work. Where you contract with the specialist directly, their terms apply to that engagement. Mona will tell you which arrangement applies before you approve it.
11. What Mona does not do
Mona does not:
give legal, medical, financial, tax, accounting, insurance, or other regulated professional advice;
handle emergencies or anything needing immediate professional intervention;
hold your passwords, banking credentials, or authentication codes;
move money on your behalf, or act as a signatory on your accounts;
attend in person, or carry out physical errands;
act as your legal representative or sign on your behalf;
carry out anything unlawful, or anything covered by section 14 of the Terms of Service.
12. Add-ons
Work beyond what your plan carries is available as an add-on. Add-ons are not sold from a price list, because the work varies.
The mechanism is the same every time:
You ask for something beyond your plan, or Mona tells you a request goes beyond it.
Mona sends you a written quote stating exactly what is included and exactly what it costs.
You accept in writing.
Only then is it carried out and billed, with your next invoice.
No charge is ever applied to your account unless you have accepted its amount in writing beforehand. If you do not accept a quote, nothing happens and nothing is billed.
Add-ons commonly quoted include additional multi-step slots, additional quick tasks per day, additional automations, additional calendars, a household extension, and projects.
13. Third-party costs
The price of anything Mona buys or books for you is separate from your plan and is charged to you or to your payment method as you approve.
Mona will tell you the price and the provider’s cancellation terms before you approve. Where Mona receives a commission or fee from a provider and it could affect a recommendation, Mona discloses it before you approve.
14. If something goes wrong
break the law or violate another person’s rights;
deceive, defraud, exploit, harass, stalk, surveil, or impersonate someone;
obtain unauthorized access to accounts, systems, places, or information;
purchase or facilitate illegal or restricted goods or services;
create sexual exploitation or other abusive content;
cause physical, financial, reputational, or security harm;
evade sanctions, identity checks, platform rules, or legal restrictions;
interfere with Mona’s website, systems, personnel, or providers; or
resell or commercially exploit Mona without written permission.
Mona may refuse, pause, limit, or stop any request that creates legal, safety, security, privacy, reputational, or operational risk.
Mona does not advertise a money-back guarantee and does not offer one.
What Mona offers instead is this: if a request is not delivered as agreed, tell Mona and Mona will work with you on a resolution. Raise it in your chat, and Mona will respond within your coverage hours.
Nothing in this section limits the warranties you have under the law where you live, which apply regardless of anything written here.
Your first week. A first week with Mona is available for a one-time charge of US$150. That amount is credited against your first plan purchase. It is not refundable. Your first week is how you find out whether Mona fits before committing to a plan.
15. Changes to this Schedule
This Schedule carries a version number. The version you received before you subscribed is the version that applies to you.
If Mona changes it, you will receive written notice at least 30 days before the change takes effect, containing the new provision, the previous version of it, and the date it takes effect. If the change increases your obligations or reduces Mona’s, you may refuse it and end your agreement without any fee, penalty, or cancellation charge, by telling Mona within 30 days after the change takes effect.
This matches section 24 of the Terms of Service.
16. Currency
All prices are stated in United States dollars (USD).
17. Questions
Your plan should fit your pace. If you are consistently at your limits, or consistently below them, tell Mona and we will move you to the plan that fits.
admin@tellmona.com
