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Refunds and Returns

Effective Date: 03 July 2026

At Plan Your Taxes (“we”, “our”, or “us”), we are committed to delivering high-quality tax and financial services that meet your needs. This Refund and Returns Policy explains the circumstances under which we may provide a refund for our services.

This policy forms an integral part of our Terms and Conditions. By engaging our services, you agree to the terms outlined below.

Our Commitment to Quality

We strive to provide accurate, reliable, and professional services to help you manage your tax, BAS, GST, and financial obligations . If you are not satisfied with our services for any reason, we encourage you to contact us to discuss your concerns. In many cases, we can resolve issues through direct communication and corrective action without the need for a refund.

Consumer Rights

Your rights under the Australian Consumer Law are not affected by this policy. Our services come with guarantees that they will be provided with due care and skill and be fit for their purpose. If a service we provide fails to meet a consumer guarantee, you are entitled to a remedy, which may include a refund .

When Refunds Are Available

Subject to the terms below, we may offer a refund in the following circumstances:

  • Non-Commencement of Service: If you have paid for a service that we have not yet started, you may be eligible for a full refund upon written request .

  • Service Delivery Failure: If we fail to deliver the agreed-upon service (as defined in your Engagement Letter) and the issue cannot be resolved through further communication, a full or partial refund may be issued at our discretion .

  • Demonstrable Error on Our Part: Where an error on our part has materially affected the quality or outcome of the service provided, you may be eligible for a refund following a review of the circumstances .

Circumstances Where Refunds Are Not Available

Refunds will not be granted in the following scenarios:

  • Completed Services: Once a service has been fully rendered and delivered (e.g., your tax return has been lodged), no refund will be provided . We are responsible for the work performed, but a refund is not the correct remedy for a change of mind after the fact.

  • Client Error or Change of Mind: A refund will not be provided if you change your mind, provide incorrect or incomplete information, or fail to meet your obligations under our Terms and Conditions .

  • ATO Decisions or Delays: We are not liable for, and will not provide refunds for, decisions, delays, or actions taken by the Australian Taxation Office (ATO), including delays in processing refunds . We will, however, provide professional support to resolve any ATO matters to the best of our ability.

  • Partially Rendered Services: If work has commenced and you request to cancel, any refund will be on a pro-rata basis, deducting the value of work already completed and any non-refundable administrative fees incurred .

  • Deposits and Administrative Fees: Any non-refundable deposits or administrative fees are not eligible for a refund .

Refund Request Process

To request a refund, you must follow the steps below :

  1. Submit a Written Request: Send an email to (Your Email Address) with the subject line “Refund Request”.

  2. Provide Details: In your request, clearly include:

    • Your full name and client reference number.

    • A description of the service you received.

    • A detailed explanation of your reason for requesting a refund.

    • Any relevant supporting documentation (e.g., copies of correspondence, error notices).

  3. Timely Submission: Refund requests must be submitted within 30 days of the service delivery or invoice date, as applicable. Requests received after this period may not be considered.

Assessment and Approval

  • Review Process: Upon receiving your refund request, we will review the information provided and may contact you for further details .

  • Notification: We will notify you in writing of our decision regarding your refund request within 21 business days.

  • Discretion: All refund decisions are made at our sole discretion, acting reasonably and in accordance with applicable laws .

Refund Payment

  • Method of Refund: Approved refunds will be processed using the same payment method used for the original transaction, unless an alternative arrangement is agreed upon .

  • Processing Time: Refunds will typically be processed within 14 business days after approval.

  • Partial Refunds: Where a partial refund is warranted, the amount will be calculated on a pro-rata basis, accounting for non-refundable fees or cancellation charges .

Complaints

If you are not satisfied with the outcome of your refund request or any other aspect of our service, you have the right to lodge a complaint. Please refer to our Terms and Conditions for our formal complaints process, which includes contact details for the Tax Practitioners Board (TPB) and the Institute of Public Accountants (IPA) .

Contact Us

If you have any questions about this Refund and Returns Policy, please contact us at:

Plan Your Taxes
Email: accounts@planyourtaxs.com