Refund Policy | Green Koala Bookkeep

A legal disclaimer

Refund Policy – Green Koala Bookkeeping

Last updated:02/07/2026

At Green Koala Bookkeeping, we aim to provide accurate, professional, and reliable bookkeeping services. If you are not satisfied, we want to understand why and address your concerns fairly.

1. Eligibility for Refunds

1.1 Refunds apply only to fees paid directly to Green Koala Bookkeeping for our bookkeeping services. They do not apply to third‑party software fees, bank fees, penalties, or government charges.

1.2 A refund request must be made within 90 days of the date the relevant service was completed or delivered.

2. Reasons for Requesting a Refund

When you request a refund, you must clearly explain why you are unhappy with the service. We will consider refund requests where:

Service not delivered as agreed
The services provided do not reasonably match what was described in your engagement letter, proposal, or written agreement (for example, missing or incomplete reconciliations or reports).
Material errors in work
You identify significant errors in our bookkeeping work (such as misclassified transactions, incorrect balances, or missing entries) that are reasonably attributable to us and that affect the accuracy of your financial records.
Unreasonable delay
Work was not delivered within a reasonable time or agreed timeframe, and the delay was not caused by late information, missing documents, or lack of access from your side.
Quality concerns
You believe the quality of our work falls below a reasonable professional standard, and you can explain specifically what is wrong (for example, reports that are unclear or unusable).

Your written explanation helps us review your concerns and improve our services.

3. When Refunds Are Not Available

Refunds will generally not be issued when:

You change your mind after services have been properly completed as agreed.
You decide to stop using bookkeeping services or switch providers for convenience.
You do not provide the requested documents, information, or access in a timely manner, causing delays or incomplete work.
Your dissatisfaction is based on results outside our control (for example, tax authority decisions, bank actions, or the financial performance of your business).
More than 90 days have passed since the relevant service was delivered.

4. How to Request a Refund

To request a refund, please contact us in writing:

Email: Linda@greenkoalabookkeeping.com
Subject line: “Refund Request – [Your Name / Business Name]”

Include:

Your name and business name
Invoice number(s) and date(s) of service
A clear description of your reason(s) for requesting a refund
Any supporting documents (for example, reports showing errors, email correspondence, or screenshots)

5. Review Process and Outcomes

5.1 We will review your request and may ask for additional information or clarification.

5.2 We aim to respond with a decision within 10–14 business days of receiving all necessary information.

5.3 After our review, we may, at our discretion:

Correct or redo the work at no additional cost,
Offer a partial refund,
Offer a full refund of the relevant service fees, or
Explain why your request does not qualify under this policy.

6. Method of Refund

If a refund is approved, it will usually be issued using the original method of payment, unless we agree on a different method. Processing times may vary depending on your bank or payment provider.

7. Changes to This Policy

We may update this Refund Policy from time to time. The “Last updated” date at the top shows when it was last revised. Your continued use of our services after changes are posted means you accept the updated policy.