Refund Policy
Refund Policy
Last updated: [insert date]
This Refund Policy sets out the circumstances in which Ones & Xeros may provide refunds for services.
Nature of our services
Ones & Xeros provides professional bookkeeping and accounting services. As our services are bespoke and time-based, refunds are handled differently from the sale of physical products.
Fees and advance payments
Where services are paid for in advance, fees generally cover professional time, expertise and availability.
Once work has commenced, fees are normally non-refundable, except where required by law.
Cooling-off period
If you engage our services as a consumer (rather than as a business), you may have a statutory right to cancel within 14 days of agreement under the Consumer Contracts Regulations, provided no work has started.
If you request that services begin within the 14-day cooling-off period, you acknowledge that your right to a full refund may be reduced or lost once work has commenced.
Refunds for services not yet started
If services have not yet begun and you cancel your engagement, any advance payments may be refunded, less any reasonable administrative costs incurred.
Refunds where services have commenced
If services have already started, refunds will not normally be provided. In limited circumstances, a partial refund may be considered at our discretion, based on:
• Work completed to date
• Time incurred
• Costs already committed
Monthly or ongoing services
For ongoing services billed monthly:
• Fees relate to the accounting period in which the service is provided
• Cancellations must be made in accordance with the notice terms set out in your engagement agreement
• Fees already charged for completed periods are non-refundable
Errors or issues
If you believe an error has been made in the delivery of our services, please contact us as soon as possible. We will review the matter and, where appropriate, work with you to resolve it.
How to request a refund
All refund requests must be made in writing by email to:
Please include your business name, details of the service and the reason for your request.
Changes to this policy
We may update this Refund Policy from time to time. The latest version will always be available on this page.