Our Policies

1. Privacy Policy

We respect your privacy. Always.
Any information you share with us stays with us. We collect only what we need to serve you—never more. Your data is never sold, rented, or shared with third parties for marketing purposes.

What we collect:

• Name, contact details, and business information
• Financial records necessary for tax and accounting services
• Communication history

How we protect it:

• Secure cloud-based systems with encryption
• Strict internal access controls
• Regular security reviews

Your rights:

• Request access to your data at any time
• Request corrections if something is wrong
• Request deletion where legally permitted

Questions? Email us at [email protected]

2. Confidentiality Policy

What you share stays with you.
We are bound by professional confidentiality obligations under Australian law and our professional codes of conduct.
We will never discuss your financial or business affairs with anyone outside our team without your written consent—unless required by law (e.g., ATO audit, court order).

This means:

• Your accountant cannot confirm you’re a client without your permission
• Your information is never discussed with family members, partners, or other advisors unless you’ve authorised it
• We take our legal obligations seriously

3. Fee & Payment Policy

No surprises. No hidden fees.
We operate on a fixed-fee model for all ongoing services. You’ll know exactly what you’re paying before we start any work.

What to expect:

• A written proposal with clear pricing before you commit
• Fixed monthly or annual fees (your choice)
• No hourly billing for standard services

Additional work:

• If you request services outside your package, we’ll agree on pricing in writing before proceeding
• You’ll never receive an unexpected invoice

Payment terms:

• Invoices are payable within 14 days
• Late payments may incur interest as outlined in your engagement letter

4. Cancellation & Refund Policy

Fair and straightforward.
We hope you’re delighted with our service. But if you need to cancel, here’s how it works:
Ongoing service packages:

• 30 days’ written notice required
• No cancellation fees
• Final invoice will cover services provided up to the cancellation date

One-off work (e.g., tax return):

• Cancellation before work commences: full refund
• Cancellation after work commences: refund less reasonable costs incurred

Unused fees:

• Any prepaid but unused fees will be refunded promptly

5. Complaints Policy

We take feedback seriously.
If something isn’t right, please tell us. We promise to listen, investigate, and respond fairly.
Step 1: Speak directly with your advisor. Most issues are resolved immediately.
Step 2: If not resolved, email [email protected]
Step 3: We’ll acknowledge your complaint within 2 business days and provide a formal response within 14 days.
Still not satisfied? You may refer your complaint to the relevant professional body (e.g., CPA Australia, CA ANZ) or the Australian Financial Complaints Authority (AFCA) if applicable.

6. Data Retention & Security Policy

We keep your data safe—and only as long as needed.
Australian law requires us to retain certain financial records for a minimum of 5-7 years. After that, we securely destroy or de-identify your data.
Retention periods:

• Tax records: 5 years (or longer if required by ATO)
• Superannuation records: 7 years
• Personal information: As long as you’re a client, plus a reasonable period after

Security measures:

• Encrypted cloud storage
• Multi-factor authentication
• Regular staff training on data handling

7. Electronic Communication Policy

We’re digital-first, but we respect your preferences.
We primarily communicate via email, secure client portal, and phone. You may also receive SMS reminders for appointments or deadlines.
Your choices:

• Opt out of non-essential communications anytime
• Request paper correspondence if preferred (additional fees may apply)
• Unsubscribe from newsletters and marketing emails instantly

8. Conflicts of Interest Policy

Your interests come first.
We are committed to identifying and managing any conflicts of interest that may arise.
Our safeguards:

• We do not receive commissions or referral fees from product providers
• Any referral arrangement is disclosed in writing before proceeding
• If a conflict cannot be managed appropriately, we will decline the engagement

9. Limitation of Liability

Professional standards apply.
Liability is limited by a scheme approved under Professional Standards Legislation (for accounting services). This means our liability is capped in accordance with that scheme—details available upon request.
This limitation does not apply to:

• Breaches of the Australian Consumer Law
• Fraud or wilful misconduct
• Personal injury or death

10. Changes to These Policies

We’ll tell you if things change.
We may update these policies from time to time. If we make material changes, we’ll notify you via email or via a notice on our website.
Last updated: April 2025