REFUND POLICY
Effective Date: 11 November 2025
Contact Email: enquiries@tillyandcooper.co.uk
This Refund Policy applies to all clients, including those introduced or serviced through partner firms working with Tilly & Cooper Corporate Accountants.
By engaging our services, you agree to this policy in full.
Nature of Our Services
All services provided by Tilly & Cooper Corporate Accountants are professional services. Fees are charged for time, expertise, preparation, review, compliance responsibility, and advisory input.
Once work has commenced, professional value has been delivered. For this reason, refunds are limited.
No Refund Circumstances
Refunds will not be issued in any of the following situations:
- Work has started, whether completed or not
- Client fails to provide requested information within 7 days
- Deadlines are missed due to delayed or incomplete client response
- HMRC or Companies House reject filings due to client-supplied data
- Instructions are changed after work begins
- Client withdraws after engagement
- Government, filing, or third-party fees are incurred
- Delays arise from lack of client cooperation
In all cases above, responsibility remains with the client.
Companies House Rejections Beyond Our Control
We are not responsible for any rejection, delay, or refusal by Companies House where the cause is outside our reasonable control, including but not limited to:
- Companies House system errors or outages
- Processing backlogs or internal delays
- Historic data issues or prior filings
- Legacy inconsistencies on public records
- Policy or rule changes
- Postal delays for paper filings
- Decisions made solely by Companies House examiners
In such cases:
- No refund will be issued
- Fees already paid remain payable
- Any resubmission or additional work may be charged separately
No Guarantee of Acceptance
We do not guarantee acceptance of filings by Companies House, HMRC, or any authority. All decisions rest solely with the relevant body.
Rejections or delays do not imply fault or negligence on our part where submissions were prepared correctly.
Client Responsibility – 7-Day Rule
Clients must provide all requested information within 7 days of our written request.
Failure to do so may result in:
- Paused or rescheduled work
- Missed deadlines
- Penalties or interest
Any consequences arising from this are the sole responsibility of the client and are not refundable.
Partner Firm Work & Liability
Where services are delivered by partner firms with the client’s approval:
- Responsibility for the work lies solely with the partner firm
- Tilly & Cooper Corporate Accountants acts only as a facilitator or introducer
- Clients agree not to hold Tilly & Cooper liable for partner-firm actions, advice, or outcomes
No refunds or claims may be made against Tilly & Cooper for work performed by partner firms.
Discretionary Refunds
Any refund offered is:
- At our sole discretion
- Limited to unstarted work only
- Non-precedent setting
- Exclusive of administrative, processing, or setup time
Non-Refundable Fees
The following are always non-refundable:
- Consultation fees
- Setup or onboarding fees
- Filing or submission fees
- Government and Companies House fees
- Third-party software or service charges
Chargebacks
Clients must contact enquiries@tillyandcooper.co.uk before initiating a chargeback.
Unjustified chargebacks may result in:
- Immediate service suspension
- Fee recovery action
- Reporting to payment providers