Refund Policy

In short

• Your free consultation is always free. We never ask for card details to book it.
• Every fee is agreed in writing before work starts. There are no hidden fees or setup charges.
• Monthly plans can be cancelled with 30 days' written notice.
• If something goes wrong, contact us and we will make it right.

Monthly bookkeeping plans

Monthly work is billed monthly in arrears, at the end of each month, for the hours worked, at the hourly rate in your proposal. You can cancel at any time by giving 30 days' written notice by email. Fees for the notice period remain payable, and we will complete the work for that period.

Fees for months already completed are not refundable. If we fail to deliver a month's agreed work because of our error, we will either correct it at no charge or refund or credit that month's fee, at your choice.

Catch-up and cleanup projects

Projects are quoted either at a fixed price for a defined scope, or at an hourly rate with a written estimate, as set out in your proposal. A 50% deposit is due before work starts. If you cancel before work starts, any deposit is refunded in full. If you cancel after work has started, you pay only for work completed to date, and any prepaid balance is refunded within 14 days.

If we discover the work is materially larger than the agreed scope, we will tell you and agree any change in writing before continuing. We will never bill for out-of-scope work you have not approved.

Add-ons and third-party costs

Add-on services are quoted separately and only billed after you approve them. Software subscriptions such as QuickBooks Online, Xero or Gusto are billed to you directly by those providers. If we ever purchase anything on your behalf, it will be at cost and only with your prior written approval.

Billing questions

If you have a question about an invoice, email [email protected] within 30 days of the invoice date. We will respond within 5 business days and work with you to resolve it.

How this policy relates to your engagement letter

This policy summarizes our standard terms. If your signed engagement letter contains different terms, the engagement letter applies.