t KSM Consulting Limited, we are committed to providing high-quality accounting and tax advisory services. Unlike companies selling physical goods, our “products” are the time, expertise, and intellectual property of our professionals.
As such, our Refund and Cancellation Policy is structured to reflect the nature of professional services.
1. General Principles
By engaging KSM Consulting Limited for services, you agree to the terms outlined in your specific Engagement Letter and this policy. If there is a conflict between this website policy and your signed Engagement Letter, the Engagement Letter shall prevail.
2. Cancellation of Services
2.1. One-Off Services (e.g., Tax Returns, Company Formation)
- Before Work Commences: If you cancel a requested service before we have started any work, you are entitled to a full refund of any fees paid in advance, minus any third-party transaction fees.
- Work in Progress: If you cancel after we have commenced work but before completion, we reserve the right to charge a proportionate fee for the time and resources already spent up to the point of cancellation. Any remaining balance from an advance payment will be refunded.
- Completed Work: No refunds will be issued for services that have been completed and delivered (e.g., a filed tax return or completed audit), regardless of the outcome (e.g., the amount of tax refund received from HMRC).
2.2. Monthly Retainer / Subscription Services
- Notice Period: Clients on a monthly retainer for bookkeeping, payroll, or ongoing advisory services must provide notice of cancellation as specified in their Engagement Letter (typically 30 days).
- Final Billing: You are liable for fees covering the notice period. No refunds will be issued for previous months’ services where work was already performed.
3. Non-Refundable Items
Certain costs incurred on your behalf are strictly non-refundable once paid. These include, but are not limited to:
- Government Filing Fees: Fees paid to Companies House, HMRC, or other regulatory bodies.
- Software Licenses: Subscriptions for third-party software (e.g., Xero, QuickBooks) purchased through us.
- Third-Party Costs: Courier fees, legal fees, or specialist consultancy fees incurred with your prior approval.
4. The “Cooling-Off” Period (Consumers Only)
If you are an individual consumer (not a business entity) and you engaged our services online or over the phone, under the Consumer Contracts Regulations 2013, you have a right to cancel within 14 days of signing the contract (“Cooling-Off Period”).
- If you requested us to start work immediately within this 14-day period, you will be liable to pay for the value of the service provided up to the time you cancel.
5. Service Quality & Disputes
We take pride in our work. If you are dissatisfied with our service:
- Please contact us immediately at info@ksmconsulting.com to raise your concern.
- We will investigate the matter in accordance with our internal complaints procedure.
- If an error is found to be ours, we will rectify the work at no additional cost to you. Refunds in these cases are at the discretion of management and subject to the terms of our professional indemnity insurance.
6. Processing of Refunds
- Approved refunds will be processed within 7-14 business days.
- Refunds will be made to the original method of payment used (e.g., bank transfer or card).
7. Contact Us
If you have any questions regarding this policy, please contact us:
- Email: info@theksma.co.uk
- Phone: +44 (0) 208 672 3411
- Post: 984A Garratt Lane, London, SW17 0ND