Cancellation and Refund Policy

This cancellation and refund policy applies to every service Big Accountants provides to business clients: bookkeeping, accounts payable, accounts receivable, controller services, financial reporting, business intelligence, virtual CFO services, tax preparation and filing, consulting and advisory, and accounting software implementation and support.

It covers all three of our pricing models: a fixed monthly fee, hourly billing, and per task or project pricing.

• You may cancel at any time by emailing support@bigaccountants.com from an authorized contact on your account.
• Cancellation takes effect at the end of the current billing cycle. Fees already invoiced for that cycle remain payable.
• We complete the work scheduled for the current cycle, such as the month end close and reconciliations for that period, unless you ask us to stop sooner.
• No further fixed monthly fees are invoiced after the cancellation takes effect.

• Hourly engagements, per task work and fixed scope projects require at least 14 days written notice.
• You are billed for work completed up to the cancellation date. For hourly work, that means time recorded up to that date. For per task and project work, it means tasks delivered and work in progress up to that date.
• Any deliverable in progress on the cancellation date is handed over in its current state, clearly marked as incomplete.
• If you need us to stop immediately, tell us in writing. We will stop work, and the 14 day notice period then governs billing only.

Tax engagements carry deadlines that do not move when an engagement ends, so this section applies alongside sections 2 and 3.

• Before filing. You may cancel at any time before a return is filed. You are billed for the preparation work completed to that point.
• After you authorize electronic filing. If you have signed an electronic filing authorization and then cancel, tell us in writing straight away. We will stop transmission where the return has not yet been transmitted.
• After filing. Once a return has been filed or delivered to you for signature, the preparation work is complete and is not refundable.
• Deadlines after cancellation. From the date cancellation takes effect, we no longer monitor or meet filing, extension or payment deadlines for you. Responsibility for those deadlines returns to you or your new provider.

We may end an engagement by written notice where:

• invoices remain unpaid after reminders;
• records, access or information we need are not provided, so we cannot complete the work to a professional standard;
• we are asked to act in a way that would breach law, regulation or professional standards; or
• a conflict of interest arises that cannot be resolved.

Where we end an engagement, we give you reasonable notice where the law and professional standards allow it, bill only for work completed, and follow the handover steps in section 6.

When an engagement ends, we work to make the transition to you or your next provider clean and complete.

• Your records. We return records you or third parties provided to us, on request and promptly. For tax matters, this follows the duty in Treasury Circular 230, section 10.28, to return client records needed to meet federal tax obligations.
• Final files. On request, we provide the latest reconciliations, trial balance and supporting schedules we hold for completed periods, in the formats we use.
• System access. We remove our user access to your accounting software, bank feeds, payment platforms and shared drives. We recommend you also review user lists and change any shared credentials.
• Copies we keep. We may keep copies of records and working papers as required by law, professional standards and our record retention policy, and we keep them confidential.
• Fee disputes. We do not withhold the records you gave us because of a billing dispute.

1. 1
   Write to us within 7 days of delivery

   Email support@bigaccountants.com within 7 days of the service or deliverable being delivered.

2. 2
   Include the details

   Give the engagement, invoice or project reference, a clear description of the issue, and supporting evidence such as reports, emails or screenshots.

3. 3
   Review and decision

   We review the request against this policy and your engagement letter, and confirm our decision in writing.

4. 4
   Payment

   Approved refunds are processed within 10 business days and credited to the original payment method.

If you disagree with a cancellation charge or a refund decision, contact customer support first. If the matter is not resolved, it is escalated to senior management for review. Nothing in this policy limits any rights you have under applicable law.

We may update this policy from time to time. We notify clients of significant changes by email or through our website. The version in force when you give notice of cancellation applies to that cancellation.

Big Accountants services are provided by Great Inventh Private Limited.