Refund Policy

Introduction

At EasyBooks, we strive to provide the highest quality accounting services for sole proprietors. We understand that sometimes services may not meet your expectations or circumstances may change. This Refund Policy outlines when and how you can request a refund for our services.

This policy applies to all services purchased directly from EasyBooks, including subscription plans, one-time services, and add-on features.

Last updated: May 25, 2024

Refund Eligibility

Subscription Services

For monthly subscription services:

• 14-Day Satisfaction Guarantee: New customers are eligible for a full refund within the first 14 days of their initial subscription if they are not satisfied with our services for any reason.
• Cancellations: After the initial 14 days, you may cancel your subscription at any time, but refunds will not be provided for the current billing period. Your service will continue until the end of the paid billing period.
• Unused Subscription Period: If you pay for an annual subscription and cancel before the end of the term, we may provide a prorated refund for the unused months, less any applicable discounts received for the annual commitment.

One-Time Services

For one-time services such as tax return preparation or accounting setup:

• Before Work Begins: Full refund if canceled before we begin working on your service.
• Work in Progress: Partial refund (50%) if canceled after work has begun but before delivery of final deliverables.
• After Completion: No refund after the service has been completed and delivered, unless the service was defective or not as described.

Service Defects

If our services contain material defects or do not conform substantially to the service description, you may be eligible for a full or partial refund, depending on the nature and severity of the issue. We will work with you to resolve any service issues before processing a refund.

Non-Refundable Items

The following are generally not eligible for refunds:

• Services Already Fully Performed: Once we have completed and delivered a service to your satisfaction, it is not eligible for a refund.
• Custom Services: Services that were customized specifically for your business according to your specifications may not be eligible for a full refund.
• Processing Fees: Any payment processing fees or transaction charges are non-refundable.
• Late Cancellations: Services canceled less than 24 hours before a scheduled consultation or meeting may be subject to a cancellation fee.
• Subscription Services After the Initial Period: Monthly subscription services beyond the 14-day satisfaction guarantee period are not refundable for the current billing cycle.

Refund Request Process

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team at refunds@easybooks.com or call +44 835 822 4823.
2. Provide your name, account information, and the service for which you're requesting a refund.
3. Explain the reason for your refund request in detail.
4. Include any relevant supporting documentation (e.g., service receipts, correspondence about service issues, etc.).

Required Information

Your refund request should include:

• Your full name and contact information
• Your account number or username
• Date of purchase
• Service(s) purchased
• Reason for requesting a refund
• Any relevant order or invoice numbers

Refund Processing Timeframes

Review Period

We will review your refund request within 5 business days and notify you of our decision.

Processing Time

If your refund is approved:

• Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 5-10 business days.
• Bank Transfers: Refunds via bank transfer may take 7-14 business days to process.

Please note that while we process refunds promptly, the actual time it takes for the refund to appear in your account depends on your payment provider or bank's processing times, which are beyond our control.

Special Circumstances

Service Interruptions

If our services experience significant downtime or interruptions that materially affect your ability to use the service, we may provide prorated refunds or service credits for the affected period.

Price Errors

If a service is incorrectly priced due to a system error and you are charged the incorrect amount, we will refund the difference or, if you prefer, cancel the order and provide a full refund.

Duplicate Charges

If you are accidentally charged more than once for the same service, we will promptly refund the duplicate charge upon verification.

Account Closure

If we close your account due to a violation of our Terms & Conditions, we reserve the right to determine whether any refund is appropriate based on the circumstances.

Alternatives to Refunds

In some cases, we may offer alternatives to a monetary refund:

• Service Credits: We may offer credits toward future services instead of a cash refund.
• Service Upgrades: We may offer an upgrade to a higher tier of service to address your concerns.
• Extended Service Period: We may extend your service period as compensation for service issues.
• Corrective Services: We may offer to correct or improve the service rather than issue a refund.

These alternatives will be presented as options, and you are not obligated to accept them instead of a refund if you qualify for one under this policy.

Disputes and Resolutions

If your refund request is denied and you believe it should have been approved based on this policy, you may appeal the decision by:

1. Contacting our customer support team at support@easybooks.com with the subject line "Refund Appeal"
2. Providing any additional information or documentation that supports your appeal
3. Explaining why you believe the initial decision was incorrect

We will review your appeal within 10 business days and provide a final decision.

If we are unable to resolve the dispute through our internal processes, you may have the right to pursue resolution through alternative dispute resolution mechanisms or small claims court in accordance with our Terms & Conditions.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We will indicate the date of the most recent update at the top of this page.

For significant changes, we will make reasonable efforts to notify you, such as through a notice on our website or via email if you have an active account.

Your continued use of our services after changes to this policy constitutes your acceptance of the updated terms.

Contact Information

If you have any questions about this Refund Policy or need to request a refund, please contact us at:

Our customer support team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.