Cancellation / Refund Policy

This page explains what happens if you book, cancel, pay for, reschedule or change your mind about a service or digital product.

On this page:

1. Purpose of this policy

This policy explains how cancellations, rescheduling, refunds and payment-related changes are handled by MRS Bookkeeping.

It applies to services, consultations, fixed-fee packages, digital products, memberships and other paid offers where MRS Bookkeeping makes this policy part of the purchase or engagement terms.

Specific written terms may also be provided before work begins or before a purchase is made. If there is any difference between this general policy and a specific written engagement agreed with you, the written engagement terms will normally take priority for that piece of work.

2. Business identity

MRS Bookkeeping is the trading name of Martin Richard Schmalenbach, operating as a sole trader.

Business address:

Muffins, West Lane, Dolton, Devon, EX19 8QU

Contact:

Email: martin@mrsbookkeeping.co.uk (Contact page)
Telephone: 07427 931 179
Website: mrsbookkeeping.co.uk

3. Current service and AML status

HMRC AML registration has been submitted and paid for and is currently awaiting confirmation. Confirmation is currently expected in the late July to early August 2026 timeframe, though this depends on HMRC’s processing time and is not guaranteed. MRS Bookkeeping is not a money service business, or a trust or company service provider, so HMRC’s own guidance confirms it can trade while that application is being processed.

Alongside records organisation, bookkeeping readiness, practical admin support, education and clarity work, I now also offer bookkeeping for client use, accounts preparation, VAT return preparation, MTD submissions and tax return preparation. Payroll services and formal tax advice will be added once AML supervision is confirmed.

For more detail, please see the AML / Service Scope page.

4. No paid work without written scope and agreed terms

No paid work starts without a clear written scope and agreed terms.

Before paid work begins, MRS Bookkeeping will normally confirm:

  • what work is included;
  • what work is excluded;
  • the price or pricing basis;
  • any payment deadline;
  • any deposit required;
  • expected timescales;
  • what information or documents are needed;
  • any cancellation or refund terms that apply;
  • any relevant AML, data-handling or service-scope limitations.

You should read the written scope and terms carefully before agreeing to proceed.

5. Distance, online and digital purchases

Some services, consultations, digital products or memberships may be arranged online, by email, by telephone or otherwise at a distance.

Where consumer cancellation rights apply, MRS Bookkeeping will provide relevant cancellation information before purchase or before the service starts.

Where a service begins before the end of any applicable cancellation period, you may be asked to confirm that you want the work to start early and that you understand how this may affect cancellation and refund rights.

Where digital content, downloads, templates, guides, recordings or similar products are supplied before the end of any applicable cancellation period, you may be asked to confirm that you want access to start and that you understand how this may affect cancellation rights.

6. Initial enquiries

There is no charge for making a general enquiry unless a paid consultation or service has been agreed.

Submitting a form, sending an email, speaking by telephone or discussing a possible service does not create a client relationship and does not start paid work.

If MRS Bookkeeping decides not to proceed with an enquiry because it is outside current scope, unsuitable, unavailable, or dependent on AML supervision that has not yet been confirmed, no fee will be charged unless a paid consultation or separate paid service has already been agreed.

7. Consultations and paid calls

Where a paid consultation or call is booked, the specific price, length and purpose of the call will be confirmed before payment or before the booking is finalised.

If you need to reschedule, please give as much notice as possible.

MRS Bookkeeping will normally try to reschedule a paid consultation where reasonable notice is given.

If you cancel at short notice, do not attend, or are not available at the agreed time, a refund may not be available, especially where time has been reserved and could not reasonably be reallocated.

Any consultation-specific cancellation or rescheduling terms will be provided before booking where applicable.

8. Fixed-fee services

Fixed-fee services may include records organisation, bookkeeping-readiness support, Financial Record Rescue, Paperwork to Plan, clarity sessions or other defined packages.

For fixed-fee services, the written scope will normally explain:

  • the work included;
  • the work excluded;
  • any limits on volume, period, records, documents or time;
  • what information or records are needed from you;
  • when work is expected to begin;
  • when payment is due;
  • what happens if the work is larger or more complex than expected.

If you cancel before work has started, a refund may be available, subject to any agreed terms and any time already spent on scoping, preparation, administration or reserved availability.

If you cancel after work has started, MRS Bookkeeping may charge for work already completed, time already spent, non-recoverable costs, and any committed preparation or administration.

If the work turns out to be materially different from what was described before the scope was agreed, MRS Bookkeeping may pause the work and discuss a revised scope, revised price, reduced scope, cancellation or refund position.

9. Deposits

Some services may require a deposit before work begins.

Where a deposit is required, MRS Bookkeeping will explain:

  • the amount of the deposit;
  • what it secures;
  • when the balance is due;
  • whether the deposit is refundable;
  • what happens if you cancel;
  • what happens if MRS Bookkeeping cancels;
  • what happens if work cannot proceed because required information or documents are not provided.

A deposit may be used to reserve time, cover preparation, begin work, or secure a fixed-fee project slot.

If work has already started, or if time has been reserved and cannot reasonably be reallocated, the deposit may not be fully refundable.

10. Digital products, guides, templates and downloads

MRS Bookkeeping may offer digital products such as guides, templates, checklists, worksheets, recordings, membership materials or downloadable resources.

Digital products will normally be described before purchase.

Because digital content can often be accessed or downloaded immediately, cancellation and refund rights may be affected once access has started.

Before immediate access is provided, you may be asked to confirm that you want access to begin and that you understand how this affects cancellation rights.

Refunds for digital products may not be available once the product has been accessed, downloaded or delivered, unless required by law or unless the product is faulty, not as described, or another refund term applies.

11. Memberships and subscriptions

If MRS Bookkeeping offers a membership, subscription or recurring-payment service, the specific membership terms will explain:

  • the price;
  • billing frequency;
  • what is included;
  • what is excluded;
  • how to cancel;
  • when cancellation takes effect;
  • whether partial refunds are available;
  • what happens to access after cancellation.

Unless specific terms say otherwise, cancelling a membership will normally stop future renewal payments rather than automatically refunding payments already made for a current billing period.

Memberships and subscriptions should be cancelled using the method stated at sign-up or in the membership terms.

12. Client cancellation

If you wish to cancel agreed work, please contact:

martin@mrsbookkeeping.co.uk (Contact page)

Please include:

  • your name;
  • business name, if relevant;
  • the service or booking you want to cancel;
  • the date of the booking or agreement;
  • the reason for cancellation, if you are willing to provide it.

The refund position will depend on:

  • the type of service or product;
  • whether work has started;
  • whether digital content has been accessed;
  • whether time has been reserved;
  • whether a deposit was paid;
  • whether any costs have already been incurred;
  • what was agreed in writing before work began.

13. Cancellation by MRS Bookkeeping

MRS Bookkeeping may cancel, decline, pause or withdraw from work where:

  • the work is outside current service scope;
  • the work depends on AML supervision that has not yet been confirmed;
  • required information or documents are not provided;
  • confidential documents are sent through unsuitable routes;
  • the work becomes materially different from what was agreed;
  • there is a conflict of interest;
  • the work is outside professional competence or insurance cover;
  • continuing would be unsafe, inappropriate or impractical;
  • payment is not made when due;
  • communication breaks down to the point that work cannot reasonably continue.

If MRS Bookkeeping cancels before work has started, any payment made for that work will normally be refunded.

If MRS Bookkeeping cancels after work has started, the refund position will depend on the work already completed, costs incurred, the reason for cancellation and any written terms agreed.

14. Missed appointments

If you miss a booked paid call, meeting or appointment without notice, MRS Bookkeeping may treat the session as used and may not offer a refund.

Where possible, MRS Bookkeeping may offer one rescheduling opportunity, but this is not guaranteed.

Repeated missed appointments or late cancellations may result in future work being declined or requiring payment in advance.

15. Delays caused by missing information

Some work depends on you providing information, records, documents or answers to questions.

If required information is not provided, MRS Bookkeeping may pause the work.

Delays caused by missing information do not automatically entitle you to a refund.

If the delay prevents the work from continuing, MRS Bookkeeping may discuss:

  • revised timescales;
  • reduced scope;
  • additional fees;
  • cancellation;
  • partial refund, where appropriate;
  • closure of the matter.

16. Work already completed

Refunds will not normally be given for work that has already been properly completed within the agreed scope.

Where only part of the work has been completed, any refund will take account of:

  • the agreed price;
  • work already completed;
  • time already spent;
  • preparation already done;
  • non-recoverable costs;
  • value already provided;
  • any written terms agreed before work began.

17. Records and confidential documents after cancellation

If work is cancelled and MRS Bookkeeping holds physical or digital records, arrangements will be made for appropriate return, deletion, retention or disposal, depending on the circumstances.

Please do not send further confidential documents after cancelling unless MRS Bookkeeping has asked for them and confirmed the appropriate secure handover method.

The Data Handling / Client Records Notice explains the general approach to records handling.

The Privacy Policy explains how personal information is handled.

18. Refund method and timing

Where a refund is due, MRS Bookkeeping will normally return the money using the original payment method where practical.

Refunds will normally be processed within a reasonable time after the refund decision has been confirmed.

The time it takes for funds to appear in your account may depend on banks, card providers or payment processors.

Any payment-processing fees, platform charges or non-recoverable costs may be considered when calculating refunds, where allowed and where relevant.

19. Chargebacks and payment disputes

If you believe a payment has been taken incorrectly, please contact MRS Bookkeeping first so that the issue can be reviewed.

Raising a chargeback or payment dispute without first making contact can delay resolution and may make it harder to understand what has happened.

Nothing in this policy prevents you from using rights available through your bank, card provider, payment provider or consumer law.

20. Service boundaries and no guarantee of outcome

MRS Bookkeeping aims to provide practical, careful and professional support within the agreed scope.

However, no outcome is guaranteed.

MRS Bookkeeping cannot guarantee that missing records will be found, that records supplied are complete, that third parties will provide missing information, that HMRC or another authority will accept any particular explanation, that an accountant will take on your work, or that a specific business, tax, compliance or financial result will follow.

Any work carried out will be limited to the agreed scope and current service boundaries.

21. Complaints

If you are unhappy with a cancellation, refund decision, payment issue or service outcome, please raise the issue as soon as possible.

The Complaints Policy explains how complaints are handled.

22. Relationship with other pages

This policy should be read alongside:

If there is any difference between this general policy and a specific written engagement agreed with you, the written engagement terms will normally take priority for that piece of work.

23. Review and updates

This page is reviewed periodically and may be updated as MRS Bookkeeping’s services, supervision status, payment methods, digital products, membership arrangements or legal obligations change.

This page will be reviewed when HMRC AML supervision is confirmed.

24. Questions

If you have a question about cancellation, rescheduling, payment or refunds, please contact:

martin@mrsbookkeeping.co.uk (Contact page)

25. Last updated

July 2026