These Terms and Conditions govern all engagements between Crowned Bookkeepers (operating as part of the Crowned Group) and its clients. They apply across all regions in which we operate, including the United Kingdom, Australia, and the United States. Region-specific regulatory requirements, applicable law, and professional standards will be set out in your individual Engagement Letter.
1. Authority to Instruct
You confirm that you, and any other person you nominate in writing from time to time (provided we have acknowledged such nomination), are authorised to give us instructions and information on your behalf and to receive our advice and documents.
If we are acting for a business and receive conflicting instructions from different individuals, we may refer the matter to the appropriate decision-making authority within your organisation and act only as directed by them.
2. Identity Verification
We may be required to verify your identity for anti-money laundering or regulatory compliance purposes. We may request information and documentation for these purposes and conduct searches of appropriate databases in accordance with applicable laws in your jurisdiction.
3. Your Responsibilities
You must provide us with all information necessary for dealing with your affairs, including any information we reasonably request, in sufficient time to enable our services to be completed before any applicable deadline.
You authorise us to approach such third parties as may be appropriate for information we consider necessary to carry out our services.
You must keep us informed of any changes in your circumstances that may affect our services on a timely basis. We will rely on the information provided being true, correct, and complete, and will not audit it.
4. Scope and Qualifications of Our Services
Our services are limited exclusively to those set out in your Engagement Letter. Unless otherwise specified, our services cannot be relied upon to disclose irregularities, errors, fraud, or other illegal acts.
You must not act on advice we gave you on an earlier occasion without first confirming with us that it remains valid.
Where our engagement is recurring, we may amend these Terms where necessary or appropriate. If you do not accept such amendments, you may terminate the engagement in accordance with Section 18 below.
5. Reliance on Advice
We will endeavour to record all advice on important matters in writing. Verbal advice is not intended to be relied upon unless confirmed in writing. If we provide verbal advice that you wish to rely on, please ask us to confirm it in writing.
6. Investment and Financial Advisory Advice
We do not provide investment, financial planning, or regulated financial advice. Any queries of this nature should be referred to an appropriately licensed professional in your jurisdiction.
7. Professional Obligations
We comply with the professional and ethical standards applicable to our practice, including those set by the relevant regulatory and professional bodies governing bookkeeping and accounting in your jurisdiction. These standards include requirements for identifying and responding to actual or suspected non-compliance with laws and regulations.
Where we become aware of any actual or potential non-compliance that may result in serious harm to clients, creditors, employees, regulators, or the public, we may be required to take appropriate action, including disclosure to a relevant authority, in accordance with our professional and legal obligations.
8. Conflicts of Interest
We will inform you if we become aware of any conflict of interest in our relationship with you, or between you and another client. Where a conflict cannot be managed in a way that protects your interests, we will be unable to continue providing services and will notify you promptly.
9. Fees and Payment
Our fees will be charged on the basis set out in the Engagement Letter, determined by the level of skill, responsibility, complexity, and value of the services provided.
Any fee estimate provided is an estimate only. Actual fees may vary. Where a fixed fee is agreed and unforeseen circumstances render it inadequate, we will notify you and seek your agreement to a revised figure before proceeding.
You remain liable for our fees regardless of whether all or part are to be paid by a third party.
We invoice monthly and payment is due upon presentation. Applicable taxes (including but not limited to VAT, GST, or sales tax) will be applied in accordance with the regulations of your jurisdiction and will be stated separately on your invoice.
Interest may be charged on overdue invoices at a reasonable rate as specified in the Engagement Letter or as permitted by applicable law, calculated daily from the due date. We reserve the right to suspend services upon written notice if fees are not paid promptly. We will exercise this right only where it is fair and reasonable to do so.
10. Refund Policy
We are committed to delivering services that meet the agreed scope, and we take quality seriously. The following sets out our policy in full:
- Fees for work completed in accordance with the agreed scope of engagement are non-refundable. Once a service has been delivered, payment is considered earned and due.
- Where you have paid in advance (for example, a prepaid retainer or monthly subscription), and services have not yet been rendered, the unused portion may be refunded at our discretion upon written request.
- In the event of a genuine failure on our part to deliver the agreed scope of work — for example, where a material outcome was missed through our error and not as a result of incomplete, inaccurate, or late information provided by you — we will, at our discretion, either rectify the work at no additional charge or issue a partial or full refund proportionate to the work not completed.
- Refunds will not be issued where the outcome of the work has been affected by information that was incomplete, inaccurate, or provided outside agreed timescales by the client.
- All refund requests must be submitted in writing to info@crowned-group.com within 14 days of the invoice date or completion of the relevant service, whichever is later.
- Refunds, where approved, will be processed within 14 business days to the original payment method.
- Disputes regarding fees should be raised in accordance with Section 22 (Disputes and Complaints) of these Terms.
We aim to resolve all concerns promptly and fairly. If you are unsatisfied with any aspect of our service, please contact us before initiating a chargeback or payment dispute, as this allows us the opportunity to resolve the matter directly.
11. Lien
Where permitted by applicable law or professional guidelines, we may exercise a lien over all materials or records in our possession relating to your engagement until all outstanding fees and disbursements are paid in full.
12. Client Monies
We do not maintain a trust or client account to hold funds on behalf of clients.
13. Confidentiality
We will take all reasonable steps to keep your information confidential, except where:
- We need to disclose your information to our service providers, regulators, professional advisers, or insurers, or as part of an external quality review;
- We are required by law, regulation, or a court of competent jurisdiction, or under our professional obligations, to disclose information;
- We provide limited information to potential purchasers of our practice or their professional advisers, provided we take reasonable steps to ensure confidentiality; or
- You give us your explicit permission to disclose information.
We may retain your information during and after our engagement to comply with our legal and regulatory obligations. Such information will continue to be held confidentially. We may also mention that you are a client for marketing purposes unless you instruct us otherwise.
14. Privacy and Data Protection
You must ensure that all necessary notifications have been made and consents obtained for us to process the personal data you provide. We collect and use personal data solely for the purpose of providing the services described in your Engagement Letter.
We comply with applicable data protection legislation in the jurisdiction in which we operate. Details of the specific legislation and our Data Protection Policy are available on request.
15. Ownership of Materials
We retain copyright and all other intellectual property rights in any materials created in connection with this engagement. Such materials may be used by you solely for the purposes for which you engaged us, unless otherwise agreed in writing.
All working papers prepared by us remain our property and will be retained in accordance with our professional and legal obligations.
16. Limitation of Liability
To the maximum extent permitted by applicable law, our liability to you is limited as set out in the Engagement Letter.
You agree not to bring any claim against any of our directors, shareholders, or employees in their personal capacity.
We are not liable to you for indirect, special, or consequential losses of any kind, or for liability arising from the acts or omissions of any third party or circumstances outside our reasonable control.
17. Third Party Rights
Our advice is for your sole use. We accept no responsibility to any third party unless we have expressly agreed in the Engagement Letter that a specified third party may rely on our work.
18. Termination
Either party may terminate this Agreement by giving not less than 21 days’ written notice to the other party.
We may terminate immediately where a conflict of interest has arisen, you fail to cooperate with us, or we have reason to believe you have provided misleading or inaccurate information. Termination will not affect any accrued rights or outstanding fees.
19. Communication
You must advise us of any changes to your contact details. Unless you instruct us otherwise, we may communicate with you and third parties via email or other electronic means. The recipient is responsible for virus-checking emails and attachments. We are not responsible for non-receipt, delayed receipt, or interception of communications beyond our control.
20. Applicable Law
The governing law of this Agreement will be as specified in your Engagement Letter, reflecting the jurisdiction in which services are being delivered. In the absence of such specification, the laws of England and Wales shall apply.
21. Interpretation
If any provision of these Terms is found to be void or unenforceable, that provision will be severed and the remainder will continue in full force. In the event of any conflict between the Engagement Letter and these Terms, these Terms shall prevail unless the Engagement Letter expressly states otherwise.
22. Disputes and Complaints
If you have any concerns about our fees or services, please contact the person responsible for your engagement as identified in your Engagement Letter. We have policies and procedures in place to handle complaints and will use best endeavours to resolve any matter to the mutual satisfaction of both parties.
We may ask you to detail your complaint in writing to allow us to investigate thoroughly. We aim to acknowledge all complaints within 5 business days and provide a full response within 21 days.
23. Third Party Service Providers
Crowned Bookkeepers operates across multiple regions, including the United Kingdom, Australia, and the United States. From time to time, access to your data and records may be granted to Crowned Bookkeepers staff located in a region other than the one in which your services are being delivered. This access will be limited to what is necessary to perform the services set out in your Engagement Letter and will be handled in accordance with our Privacy Policy and applicable data protection legislation.
24. Open Banking and Data Sharing
Where applicable and with your explicit authorisation, your bank or financial service providers may share relevant financial data with us to support the delivery of services. We will access only the data necessary for the agreed services and will handle all such data in accordance with applicable data protection legislation and our Privacy Policy.
