This Refund Policy applies to the accounting, bookkeeping, financial reporting, payroll support, and business consultancy services provided by ALL YOUR BUSINESS NEEDS LTD.
As our services involve professional time, consultation, accounting work, document review, financial record preparation, and other services performed specifically for each client, refunds are handled according to the service stage, agreed scope, and applicable UK consumer and contract law.
1. Service Framework
Our services generally follow the following framework:
Step 1 – Enquiry and Consultation Request
Clients may contact us to describe their accounting, bookkeeping, or financial reporting requirements.
Step 2 – Requirement Assessment
We review the information provided and discuss the required service scope, expected deliverables, and estimated timeframe.
Step 3 – Quotation and Engagement Confirmation
We confirm the scope, fees, payment arrangements and expected timetable in a quotation or engagement agreement. The engagement begins when these details have been agreed in writing. Submitting an enquiry does not place an order or create a payment obligation.
Step 4 – Payment
Payment relates to the consultation, project or service agreed with you and is made in accordance with the agreed payment arrangements. Any ongoing service and its payment schedule must be agreed in writing. No recurring payment will be taken without your separate authorisation.
Step 5 – Service Delivery
Once payment has been confirmed and all required information has been received, we normally begin the service within 1 business day. Standard services are generally completed within 3-7 business days, depending on the service type and complexity. Service-specific estimates are set out in our Service Details, and the timetable for your engagement will be confirmed before work begins.
Step 6 – Completion and Delivery
Completed reports, accounting records, financial information, or other agreed deliverables are provided electronically or through another agreed delivery method.
2. Eligibility for a Refund
A refund may be considered where:
- The requested service has not yet started;
- We are unable to provide the agreed service;
- We have materially failed to provide the service in accordance with the agreed scope;
- A refund is required under applicable UK law; or
- Another refund arrangement has been expressly agreed with the client.
Where a service has already commenced, the refund amount may be adjusted to reflect work already completed, professional time already provided, or other reasonable costs incurred, subject to applicable law.
3. Cancellation Before Service Commencement
If you request cancellation before the service has started, please contact us as soon as possible.
Where no substantial work has been performed, we will generally review the request for a refund of the amount paid, subject to any applicable legal rights and reasonable costs already incurred.
4. Cancellation After Service Has Started
If work has already commenced, please contact us promptly if you wish to cancel.
Because accounting and consultancy services involve professional time and work carried out specifically for the client, a full refund may not be available once substantial work has been completed.
Where appropriate, we may provide a partial refund based on the portion of the service that has not yet been performed, subject to applicable law.
5. Unsatisfactory or Incorrect Service
If you believe that a completed service does not reasonably correspond to the agreed scope, please contact us and explain the issue.
We may first review the matter and, where appropriate, correct or clarify the relevant work within the original service scope.
Where the issue cannot reasonably be resolved and a refund is appropriate, the refund will be assessed according to the nature and extent of the service already provided.
6. Client-Provided Information
Clients are responsible for providing accurate, complete, and timely information and documents required for the service.
We generally cannot provide a refund for delays, incomplete work, or inaccuracies resulting from:
- Missing information;
- Incorrect financial records;
- Inaccurate information supplied by the client;
- Late submission of required documents;
- Failure to respond to reasonable clarification requests; or
- Changes requested by the client outside the original service scope.
This does not affect any statutory rights that cannot legally be excluded.
7. Consultation Services
Consultation services involve professional time reserved for the client.
If a consultation is cancelled before the consultation takes place, the refund request will be assessed according to the cancellation circumstances and applicable legal requirements.
Once a consultation has been provided in full, the consultation fee will generally not be refundable unless the service was not provided as agreed or a refund is otherwise required by law.
8. Refund Request Procedure
To request a refund, please contact us using the details below and provide:
- Your full name;
- Business name, where applicable;
- Email address or telephone number;
- Agreed service or consultation;
- Date of payment;
- Reason for the refund request; and
- Any relevant supporting information.
We will review the request and may contact you if additional information is required.
9. Refund Processing Time
Once a refund has been approved, we will normally process the refund within 3 business days.
The time required for the refunded amount to appear in your account may depend on the payment provider or financial institution used for the original payment.
10. Payment Method
Where possible, approved refunds will be issued using the original payment method.
If the original payment method is no longer available, we may contact the client to arrange an appropriate alternative refund method.
11. Non-Refundable Situations
Subject to applicable UK law, a refund may not be available where:
- The agreed service has been fully completed;
- The client has received the agreed deliverables;
- The client has changed their mind after substantial work has been completed;
- The requested work falls outside the original service scope;
- The client provided inaccurate or incomplete information that affected the service;
- The client failed to provide required documents or information within a reasonable timeframe.
Nothing in this section limits any statutory consumer rights that cannot legally be excluded.
12. Changes to Service Scope
Requests for additional work, revisions, or services outside the original agreement may require additional fees.
Additional work will not automatically qualify for a refund simply because the client later decides that the additional service is no longer required, subject to applicable statutory rights.
13. Statutory Rights
Nothing in this Refund Policy is intended to remove, restrict, or override any rights or remedies available to consumers or clients under applicable UK law.
Where mandatory consumer protection legislation provides a right to cancellation, refund, repair, replacement, repeat performance, price reduction, or another remedy, those rights will continue to apply.