Nanak Accountants & Associates
How we handle cancellations, refunds and your rights under the Australian Consumer Law
Item | Detail |
|---|---|
Policy holder | Nanak Associates Pty Ltd, ACN 648 226 804, ABN 47 648 226 804, trading as Nanak Accountants & Associates |
Registrations | Registered Tax Agent 26113345; ASIC Registered Agent 44276 |
Version and effective date | 1.0 16/09/2026 |
Policy owner | Principal, supported by the practice manager responsible for billing |
Applies to | All fees charged by the Firm, including fixed-price services, ongoing engagements and prepaid packages |
Related documents | Website Terms of Use; your engagement agreement; Privacy Policy |
Review | At least annually and following material changes to our services or the law |
1.1 This policy explains when we cancel, credit or refund fees, and how to ask us to do so. It applies to services provided by Nanak Associates Pty Ltd (ACN 648 226 804, ABN 47 648 226 804) trading as Nanak Accountants & Associates.
1.2 It operates alongside your engagement agreement. Where your engagement agreement deals specifically with a matter covered here, it prevails to the extent of any inconsistency, except where clause 2 applies.
2.1 Our services come with guarantees that cannot be excluded under the Australian Consumer Law, including that services will be provided with due care and skill, will be fit for any purpose we have been told about, and will be supplied within a reasonable time.
2.2 Nothing in this policy excludes, restricts or modifies those guarantees or any other right or remedy you have at law. If anything in this policy is inconsistent with them, the law prevails.
2.3 If we fail to meet a consumer guarantee:
(a) for a major failure, you may cancel the service and obtain a refund for the unused portion, or keep the service and seek compensation for its reduced value, and you may seek compensation for other reasonably foreseeable loss;
(b) for a failure that is not major, we will rectify the problem within a reasonable time, and if we do not, you may cancel and obtain a refund for the unused portion.
2.4 We do not require you to accept a credit note instead of a refund where the law entitles you to a refund.
3.1 Some of our services involve fees payable to a third party, most commonly ASIC registration and lodgement fees, state revenue office charges and search fees.
3.2 Once a third party fee has been paid on your behalf it is generally not recoverable by us, and we cannot refund it. Where an amount is recoverable, we will pass the recovery on to you.
3.3 Our quotes and advertised prices state whether government fees are included. Where an advertised price is expressed as excluding ASIC fees, those fees are additional and are treated under this clause.
4.1 If you cancel before we have started work and before any third party fee has been paid, we refund what you have paid in full.
4.2 Tell us as early as possible. For services that are lodged or registered quickly, such as a company or business name registration, work may commence within hours of payment.
5.1 Where you cancel after work has started and there has been no failure on our part, we refund amounts you have paid less:
(a) a fair and reasonable amount for the work already performed, calculated by reference to the time spent and the stage reached; and
(b) any third party fee already paid on your behalf under clause 3.
5.2 We will give you a short written explanation of how the amount retained was calculated, and we will provide the work completed to that point where it is capable of being handed over.
5.3 Once a registration, lodgement or application has been submitted on your instructions, that service is complete and is not refundable on change of mind. A registration cannot be unwound by us.
6.1 If you are not satisfied with a service, tell us. Our first response will usually be to review the work and correct any error at no charge to you.
6.2 Where a consumer guarantee has not been met, we apply clause 2. We assess whether the failure is major on the facts and on the tests in the Australian Consumer Law, not on our preference.
6.3 Where an error on our part has caused you a penalty, general interest charge or other cost, tell us. We will assess it, and where appropriate we will seek remission from the relevant authority and address the cost with you.
6.4 A refund is not conditional on you withdrawing a complaint, giving up a legal right, removing a review, or signing a confidentiality or non-disparagement term.
7.1 Subject to clause 2, we do not refund fees where:
(a) the service has been completed as agreed and the outcome is simply not the one you hoped for, including an assessment, refund amount or regulator decision that is not in your favour;
(b) you gave us inaccurate or incomplete information and the issue arises from that;
(c) a delay is caused by a third party, including the ATO, ASIC or a bank, and not by us;
(d) you did not provide information or approval we requested and the engagement cannot proceed; or
(e) the amount relates to a third party fee already paid under clause 3.
7.2 The size of a tax refund or a tax liability is determined by the law and your circumstances. We do not guarantee an outcome, and a fee is payable for work properly performed regardless of the result.
8.1 For ongoing engagements billed periodically, you may cancel by giving us written notice. Fees are payable for services provided up to the date the cancellation takes effect.
8.2 Where you have prepaid for a package or a fixed annual scope, we refund the portion that relates to services not yet provided, less any third party fee already paid.
8.3 We may cancel an engagement where we are required or entitled to do so under our engagement agreement or professional obligations, including where we cannot complete client identification or continue to act. Where we cancel and the reason is not your conduct, we refund fees for services not provided.
8.4 On cancellation we will deal with your records in accordance with your engagement agreement and our professional obligations, including responding to a request from an incoming agent.
9.1 Contact us using clause 12 with your name, the service concerned, the date and amount paid, and what you are asking for.
9.2 We acknowledge requests within 5 business days and give a written decision within 30 days. If we need longer, we will tell you why and give an expected date.
9.3 Approved refunds are paid to the original payment method where possible, ordinarily within 10 business days of approval. We do not charge a fee for processing a refund.
9.4 If we decline, we give reasons in writing and tell you how to escalate.
10.1 If you dispute an invoice, please raise it with us first. We can usually resolve it faster than a chargeback and we will not pursue a disputed amount while we are assessing it in good faith.
10.2 Raising a chargeback does not affect your rights under clause 2, and we will not treat it as a breach of your engagement.
11.1 If you are not satisfied with our decision, ask for it to be reviewed by the Principal.
11.2 You may also contact:
(a) Consumer Affairs Victoria or the consumer protection agency in your state or territory;
(b) the Australian Competition and Consumer Commission at www.accc.gov.au; or
(c) the Tax Practitioners Board at www.tpb.gov.au/complaints in relation to a tax agent service. Our registration number is 26113345.
11.3 Nothing in this policy prevents you making a complaint to a regulator or pursuing another legal remedy.
Nanak Associates Pty Ltd trading as Nanak Accountants & Associates
8 Tallis Cct, Truganina VIC 3029
Email: Info@nanakaccountants.com.au I Phone: 1300 626 258
Nanak Associates Pty Ltd | ACN 648 226 804 | ABN 47 648 226 804 | trading as Nanak Accountants & Associates
Registered Tax Agent 26113345 | ASIC Registered Agent 44276 | 1300 626 258
This policy explains our refund practices. It does not limit your rights under the Australian Consumer Law.
