Refund policy
The short version
- Preparing a filing is always free. You only pay when you choose to submit it.
- Paid but not yet submitted? Full refund, any time, no questions asked.
- Already submitted? We can’t refund it: the filing has gone to Companies House or HMRC and can’t be unsubmitted. A rejected part is corrected and resubmitted free.
Paying per filing
Every filing is free to prepare and check. You pay once, when you choose to submit. If you then change your mind before pressing submit, email us at the address on our complaints and contact page and we’ll refund you in full. There’s no deadline for asking, as long as the filing hasn’t been submitted yet. If a paid filing is left untouched for 90 days, we email you, and 14 days later we cancel it and refund you in full without your asking.
Once a filing has been submitted to Companies House or HMRC, it has been received by them and can’t be withdrawn, so we can no longer refund that charge. If part of a filing is rejected by Companies House or HMRC, you can correct it and resubmit it at no extra charge, at any time until its prepared figures are deleted 90 days after you last worked on it (we email you 14 days before).
If you bought as a consumer (the director’s Self Assessment)
The director’s Self Assessment is bought personally, as a consumer, so UK consumer law’s 14-day cancellation right applies to it in addition to the above. See “Buying as a consumer” in our terms of service for exactly how that works alongside the free-refund-until-submission promise.
Fileyear for accountants
A practice’s yearly price is charged when its year starts, and a client added during the year is charged when it is added. If you close your practice or turn off renewal, the year already paid for isn’t refunded, and nothing more is charged. If we charged you in error, we refund it in full.
How to ask for a refund
Email us (see complaints and contact) with the company name or order reference. We aim to process any refund within 5 working days.