Refund & Cancellation

01 Cancelling a plan

A practice can cancel at any time by writing in through the contact page from the account holder’s email. Cancellation takes effect at the end of the current billing period, and the service remains available until then.

02 Refunds

Fees for a billing period that has started are not refunded, because preparation work for that period may already be under way.

Fees paid in advance for billing periods that have not yet started are refunded on cancellation, to the original payment method.

If a charge is made in error, such as a duplicate payment, it is refunded in full once confirmed.

03 Refund timelines

Approved refunds are initiated within 7 working days. The time for the amount to reach the account depends on the bank or payment provider.

04 Changing plans

Moving to a larger plan takes effect straight away, with the difference for the current period charged on a pro-rata basis. Moving to a smaller plan takes effect from the next billing period, provided the number of active client entities fits the new plan’s limit.

05 Exporting data before you leave

Before the account closes, the practice can export for each client:

• Coded books and ledgers
• Reconciliation and GST working papers
• Uploaded source documents
• The audit trail of preparation, review and approval

Export remains available for 30 days after the final billing period ends.

06 Deletion after closing

After the export window, client financial data is deleted from active systems and removed from backups as they cycle out. Records we must keep by law, such as billing records, are retained only as long as required.