This Refund Policy applies to services purchased from CIDB SOLUTIONS LTD, operated by CIDB Solutions LTD, through the website cidbsolutions.co.uk/en.

By purchasing our services, paying an invoice, paying a deposit, signing an engagement letter, or approving a quotation, you agree to the terms set out in this Refund Policy.

This policy should be read together with our Terms and Conditions, Privacy Policy, engagement letter, and any written agreement provided to you.

1. Our Services

CIDB SOLUTIONS LTD provides professional accounting, tax, bookkeeping, payroll, compliance, and business support services, including but not limited to:

• Bookkeeping
• Tax Return services
• Self Assessment support
• Corporation Tax support
• Annual Accounts preparation
• VAT Return preparation and submission
• Payroll services
• CIS support
• Company formation
• HMRC correspondence support
• Companies House filing support
• Business advisory services
• Invoice management and credit control
• Contractor and compliance support

Most of our services involve professional time, administrative work, compliance checks, document review, client communication, software use, and preparation work specific to each client.

2. Professional Services and Refunds

Due to the nature of accounting and tax services, refunds are not normally available once work has started.

This is because our services often involve time-sensitive professional work, review of documents, preparation of calculations, communication with HMRC or Companies House, compliance checks, and advice based on your specific circumstances.

If you believe there is an issue with the service provided, you must contact us as soon as possible so we can review the matter and attempt to resolve it.

3. Deposits and Advance Payments

We may request a deposit, advance payment, or upfront payment before starting work.

Deposits and advance payments may be used to cover:

• Initial client onboarding
• Identity and compliance checks
• AML checks
• Review of documents
• Communication and consultation time
• File setup
• Software setup
• Bookkeeping setup
• HMRC or Companies House preparation
• Allocation of professional time

Once work has started, deposits and advance payments are generally non-refundable, unless we are unable to provide the agreed service.

4. Cancellation Before Work Starts

If you cancel your service before any work has started, you may be eligible for a full or partial refund.

However, we may deduct any costs already incurred, including:

• Administrative work
• Client onboarding
• Compliance checks
• Consultation time
• Software or system setup
• Third-party costs
• Government or filing fees
• Any work already completed in preparation for your service

5. Cancellation After Work Has Started

If you cancel after work has started, any refund will be assessed based on the amount of work already completed.

We reserve the right to charge for:

• Time already spent on your file
• Bookkeeping work already completed
• Payroll work already completed
• VAT Return preparation
• Tax Return preparation
• Annual Accounts preparation
• Corporation Tax calculations
• CIS calculations or submissions
• HMRC or Companies House correspondence
• Advice already provided
• Document review
• Client setup and compliance work
• Any third-party or government costs paid on your behalf

If the value of the work completed is equal to or greater than the amount already paid, no refund will be issued.

If the value of the work completed is greater than the amount already paid, we may issue a final invoice for the remaining balance.

6. Completed Services

Once a service has been completed, submitted, filed, delivered, or made available to you, payments are non-refundable.

A service may be considered completed when:

• Accounts have been prepared
• A Tax Return has been prepared
• A VAT Return has been prepared or submitted
• Payroll has been processed
• CIS work has been completed
• Bookkeeping has been updated
• A company formation has been submitted
• Advice has been provided
• Documents have been reviewed
• Reports, calculations, or summaries have been delivered
• Work has been submitted to HMRC or Companies House
• You have received or benefited from the service

7. Monthly and Ongoing Services

For monthly services such as bookkeeping, Payroll, CIS, VAT support, accountancy packages, or ongoing business support, fees are normally charged for the agreed billing period.

Refunds are not normally provided for a billing period that has already started.

If you wish to cancel an ongoing service, you must notify us in writing. Cancellation will normally apply from the next billing period, unless otherwise agreed in writing.

If work has already been completed for the current billing period, no refund will be issued for that period.

8. Tax Return, VAT, Payroll, CIS and Filing Services

Payments for Tax Return, VAT, Payroll, CIS, Annual Accounts, Corporation Tax, and filing services are non-refundable once preparation work has started.

This includes situations where:

• You change your mind
• You decide not to submit the return
• You move to another accountant
• You provide incomplete or incorrect information
• You delay sending the required documents
• You no longer require the service
• You decide to close the business
• You disagree with tax liabilities calculated from the information provided
• HMRC or Companies House applies penalties, interest, or charges

We are not responsible for penalties, interest, late filing fees, or other charges caused by late, incomplete, inaccurate, or missing information provided by the client.

9. Company Formation Services

Company formation fees are non-refundable once the formation process has started or the application has been submitted.

This includes:

• Companies House fees
• Identity verification costs
• Administrative preparation
• Name checks
• Company structure setup
• Document preparation
• Registered office or related setup costs, where applicable

If Companies House rejects an application due to incorrect or incomplete information provided by the client, additional charges may apply for corrections or resubmission.

10. Third-Party and Government Fees

Any third-party or government fees paid on your behalf are non-refundable.

This may include, but is not limited to:

• Companies House fees
• HMRC-related charges
• Software fees
• Bookkeeping software subscriptions
• Payroll software fees
• Identity verification costs
• Registered office fees
• Bank or payment processing charges
• Postage or courier fees
• External professional costs

These fees are subject to the policies of the relevant third-party provider or government body.

11. Client Responsibilities

To provide our services correctly and on time, we rely on you to provide complete, accurate, and timely information.

Refunds will not be issued where delays, errors, or additional work are caused by:

• Missing documents
• Incorrect information
• Late responses
• Failure to provide access to required systems
• Failure to provide bank statements, invoices, receipts, payroll records, CIS statements, VAT records, or other required information
• Changes to the original instructions
• Failure to approve documents on time
• Failure to respond before statutory deadlines
• Failure to disclose relevant information

If additional work is required because incorrect or incomplete information was provided, additional fees may apply.

12. Errors, Corrections and Service Issues

If we make an error, we will review the issue and, where appropriate, correct it within a reasonable time.

A refund will not normally be issued where the issue can reasonably be corrected, amended, re-submitted, or resolved through additional support.

Refunds will not be issued simply because you are unhappy with a tax liability, HMRC decision, Companies House outcome, or statutory obligation that arises from the information provided or your legal responsibilities.

13. Advice and Consultation Fees

Fees paid for consultations, advisory calls, tax guidance, compliance reviews, or business advice are non-refundable once the consultation or advice has been provided.

This applies whether the advice was provided by phone, video call, email, message, meeting, or written report.

14. Consumer Cancellation Rights

If you are purchasing as a consumer, you may have certain legal rights, including a 14-day cancellation period for some online, phone, or distance purchases. For service contracts, the cancellation period generally ends 14 days after the contract is entered into.

If you request that we begin work during the cancellation period, you agree that we may charge for any work completed up to the point of cancellation. UK consumer guidance also confirms that, when cancelling a service, a business may keep an amount that covers actual losses or work already carried out in certain circumstances.

Nothing in this Refund Policy affects your statutory rights. UK consumer rights apply to goods, services, and digital content, including situations involving poor service or contract issues.

15. Business Clients

If you purchase our services on behalf of a company, partnership, organisation, sole trader business, or self-employed activity, your purchase will normally be treated as a business-to-business transaction.

Business clients do not automatically receive the same cancellation rights as consumers unless specifically agreed in writing.

16. Refund Request Process

To request a refund, you must contact us in writing and provide:

• Your full name
• Business name, if applicable
• Invoice number
• Service purchased
• Date of payment
• Reason for the refund request
• Any supporting information

We will review your request and respond within a reasonable time.

If a refund is approved, it will normally be returned to the original payment method.

17. Chargebacks and Payment Disputes

If you have a concern about a payment or service, please contact us first so we can investigate and try to resolve the matter.

If a chargeback or payment dispute is raised, we reserve the right to provide evidence of:

• Signed engagement letters
• Approved quotations
• Invoices
• Payment records
• Client communication
• Work completed
• Files prepared
• Submissions made
• Advice provided
• Time spent on the service

18. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, business operations, legal requirements, or regulatory obligations.

The latest version will always be available on our website.

19. Contact Us

For refund requests or questions about this policy, please contact:

CIDB Solutions LTD
Trading as CIDB SOLUTIONS LTD
Website: cidbsolutions.co.uk/en
Email: office@cidbsolutions.co.uk