Refund and Cancellation Policy
Last updated: 23 September 2026
1. Scope
This policy applies to professional services supplied by TX Accountants Ltd. We are registered in England and Wales under company number 12163394, with registered office at 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF. We provide services, not physical goods, so goods return rules do not apply.
Your proposal, engagement letter or service agreement may set specific notice periods, fees and termination arrangements. Those terms apply alongside this policy, but nothing excludes a statutory right that cannot lawfully be excluded.
2. Consumers and business clients
A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A business client is anyone acting for business or professional purposes, including a company, partnership, charity or individual buying mainly for their business. Statutory cooling-off rights described below apply only where the law treats the client as a consumer and the contract is made at a distance or away from our business premises.
3. Consumer 14-day cancellation right
If you are a consumer and enter into a service contract online, by telephone or otherwise at a distance, or away from our business premises, you will normally have 14 days to cancel without giving a reason. The cancellation period usually starts on the day after the contract is made and ends 14 days later. Certain statutory exceptions may apply.
To cancel, give us a clear statement before the period ends. You may use the contact details or contact form on www.txaccountants.co.uk, write to our registered office, or use any cancellation form supplied with your engagement documents. Please identify yourself and the service. We will acknowledge cancellation in a durable medium.
4. Starting work during the cancellation period
We will not start chargeable work during a consumer’s 14-day cancellation period unless the consumer expressly asks us to start early. If you make that request and then cancel within the period, you must pay a proportionate amount for services supplied up to cancellation, based on the agreed total price or, if that would be excessive, the market value of the work performed.
If, at your express request, the service is fully performed during the 14 days, the cancellation right is lost only after you have acknowledged that consequence. If the required information, express request or acknowledgement was not provided, we will apply the statutory rules governing payment and cancellation.
5. After the statutory period or for business clients
After any statutory cooling-off period, and for business clients, cancellation and termination are governed by the engagement terms. Unless those terms say otherwise, contact us as soon as possible. We may stop future work at an appropriate point, but you remain responsible for fees for work completed, time reasonably committed, and authorised third-party costs up to the effective termination date.
For recurring or subscription services, the agreed notice period continues to apply. Cancellation stops future services from the effective date; it does not automatically refund services already supplied or fees that have already fallen due.
6. Advance payments and disbursements
If you paid in advance and the engagement ends before completion, we will calculate the value of work properly performed and any non-refundable third-party costs incurred with your authority. Subject to the engagement terms and applicable law, we will refund the remaining balance. If completed work and costs exceed the advance, the outstanding amount remains payable.
7. Completed services
Fees for correctly completed professional work are not refundable merely because you change your mind after completion. This does not affect consumer rights where a service is defective, statutory cancellation rights were not correctly handled, or we agree another remedy.
8. Problems with a service
We must perform consumer services with reasonable care and skill. Information we give about the service that you rely on may become binding, and the service must be performed within an agreed time or, if none is agreed, within a reasonable time. If these requirements are not met, the Consumer Rights Act 2015 may entitle a consumer to repeat performance where possible, or an appropriate price reduction, which may be up to the full price in a serious case. Other remedies may also be available.
Business clients may have contractual remedies under the engagement terms and applicable law. In every case, please raise concerns promptly and give us a reasonable opportunity to investigate and, where appropriate, correct the work.
9. Refund processing
Once a refund is agreed, we normally process it to the original payment method within 14 days, unless law requires a different deadline or another method is agreed. Bank and payment-provider processing times are outside our control. We may require reasonable identity and payment verification before releasing funds.
10. Records and transfer of work
On termination, we will deal with records, work product, professional clearance and handover in accordance with law, professional obligations and the engagement terms. Ending the engagement does not remove obligations concerning confidentiality, data protection, unpaid fees or use of completed work.
11. How to cancel or complain
Contact TX Accountants Ltd through the contact details or contact form on www.txaccountants.co.uk or write to our registered office. State the client name, service and what you want us to do. Complaints will be handled under our complaints procedure and any applicable professional requirements.
Issued and maintained by:
TX Accountants Ltd
Registered in England & Wales
Company Registration No: 12163394 and ICO No: ZA725806.
Registered Office: 167–169 Great Portland Street, 5th Floor, London, W1W 5PF