Customer information
Cancellation & Refund Policy
Fair terms, clearly explained.Our approach to cancellations, changes to bookings and refunds for bookkeeping and related accountancy support. The applicable arrangements depend on the service purchased, the contract agreed and any statutory consumer rights.
Scope of this policy
This policy applies to services supplied by CELTIC BOOKKEEPING AND ACCOUNTANCY SERVICES LTD, including agreed bookkeeping, record organisation, accounts preparation support, VAT-related record support and financial summaries.
It should be read alongside our Terms and Conditions, Service Scope Policy and Service Delivery Policy. The contract confirmation or written quotation may contain service-specific arrangements, provided those arrangements comply with applicable law.
Consumer cancellation rights
Where an individual purchases services as a consumer and the contract is made at a distance, such as online or by email, or off-premises, a statutory cancellation period may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
For a qualifying service contract, the cancellation period will generally be 14 days from the day the contract is entered into. The exact position depends on the type of contract and the circumstances of the purchase.
Exercising a statutory right
Where a statutory cancellation right applies, the consumer may cancel within the relevant period without giving a reason. They can notify us using the contact details in this policy or use any cancellation method made available when the service is purchased.
A consumer may use the model cancellation form below, but it is not compulsory. A clear statement of the decision to cancel is sufficient where the law permits it.
When the usual cancellation period may not apply
The statutory rules contain exceptions and special provisions. For example, the right to cancel may be lost once a service has been fully performed during the cancellation period where the consumer gave the required prior express consent and acknowledged that the right would be lost upon full performance. Other contract types may be subject to different rules.
We will not treat a consumer’s statutory cancellation right as automatically waived simply because work has started or a payment has been made.
Requests to start during the cancellation period
If a consumer asks us to begin a service before the end of an applicable statutory cancellation period, we will obtain the required express request before starting the early work.
If the consumer subsequently cancels during that period, they may be required to pay a proportionate amount for the service actually supplied up to the time they communicated their cancellation, where the law permits that charge and the required information and consent conditions have been met.
Where the required request or acknowledgement has not been obtained, we will apply the relevant statutory rules rather than assume that a charge for early performance is due.
How to cancel a service
To cancel, please contact us and identify the relevant booking or engagement. Include your name, the service purchased and, if available, the order or invoice reference. Please state clearly that you wish to cancel.
You can contact us by email or telephone using the details at the end of this policy. We may ask for reasonable information to identify the relevant engagement, but this will not be used to obstruct a valid statutory right.
Optional model cancellation wording
Email: enquiries@celticbookkeeping.services
I hereby give notice that I cancel my contract for the following service:
Service description:
Name:
Address (if needed to identify the booking):
Date of contract or booking:
Order or invoice reference, if available:
Date of cancellation notice:
Using this wording is optional. We will assess the notice under the applicable contract terms and legal requirements.
When a refund may be due
Refund eligibility depends on the applicable statutory rights, the service contract, the work already performed and the reason for cancellation. We will assess each request on its circumstances.
Where a statutory right applies, refunds and any permitted deduction for services already supplied will be handled in accordance with the relevant legal requirements.
Where no statutory or contractual exception applies and a refund is due, payments for the cancelled service will be returned in accordance with the applicable rules and contract terms.
If a lawful charge for work already performed applies, the amount retained will be assessed against the contract and applicable law. We will not automatically treat the full fee as earned merely because work has begun.
A refund may not be due for services properly completed where the contract and applicable law permit the fee to be retained. This does not affect rights relating to services that were not supplied as agreed or other remedies available under law.
If we cannot provide an agreed service or materially fail to supply it as contracted, we will discuss the appropriate remedy and provide any refund or other remedy required by the contract or applicable law.
Where a refund is not legally or contractually due, we will explain the basis for our decision. We will not impose a blanket “no refunds in any circumstances” rule.
Business and organisational engagements
Some services are purchased by companies, charities or other organisations acting for business purposes. Consumer cancellation rights generally do not apply to contracts made wholly for business purposes.
For these engagements, cancellation, termination, payment and any applicable charges will be governed by the agreed quotation, engagement terms and applicable law.
Where work has been completed or costs have been incurred before a business client cancels, any amount payable will be assessed under the agreed contract. We will not assume that a consumer statutory cooling-off period applies to a business engagement.
If the client is an individual or the purpose of the purchase is unclear, the legal classification will depend on the actual circumstances, not merely the name used on the booking.
Rescheduling and changes to instructions
If you need to change a booking, reporting period, meeting arrangement or other instruction, contact us as soon as reasonably possible. We will confirm whether the requested change can be accommodated and whether it affects the delivery date, scope or agreed fee.
We do not promise automatic free rescheduling, and we do not apply a cancellation fee unless it is supported by the applicable contract and law. Any charge or revised arrangement will be explained before the client is asked to accept it.
A request to change the scope may require a new quotation or written agreement. If the revised work is not accepted, the original engagement remains subject to its existing terms unless the parties agree otherwise or the law provides a cancellation or termination right.
How refunds are processed
Where a refund is due, we will normally return the payment using the original payment method unless another method is agreed or required by law.
For qualifying consumer cancellations, refunds will be made within the statutory timeframe. Under the Consumer Contracts Regulations, this is generally within 14 days after we are informed of the consumer’s decision to cancel, subject to the specific rules applicable to the contract.
For other refunds, we will confirm the expected processing timeframe when the refund is agreed. The time taken for funds to appear in the recipient’s account may depend on the payment provider or financial institution.
If we need additional information to identify the payment or assess the request, we will ask for the information reasonably required. This will not be used to delay a refund beyond a statutory deadline.
Cancellation and refund enquiries
If you have a question about cancellation, a refund request or the terms applying to your engagement, please contact us using the details below.
CELTIC BOOKKEEPING AND ACCOUNTANCY SERVICES LTD
For cancellation notices and refund enquiries:
Business address: Suite 6, Tower House, New Portreath Road, Redruth, England, TR16 4QL.