Legal
Refund and Cancellation Policy
The circumstances in which a purchase or subscription may be cancelled, adjusted, or refunded, and how requests are submitted.
1. Overview
This policy explains when a purchase can be cancelled and when a refund is available. It applies to Empire software plans, guided implementation services, the managed Individual Taxes service, and any recurring service.
2. One-time software plans
You may request a refund of a one-time Empire software plan within 14 days of purchase, provided you have not received guided implementation work under that plan.
After 14 days, or once guided implementation work under the plan has begun, the plan purchase is non-refundable.
Approved refunds are returned to the original payment method within a reasonable period, typically 5 to 10 business days depending on your bank or card issuer.
3. Guided implementation services
Guided implementation is refundable in full if you cancel before the onboarding session takes place and before any configuration work begins.
Once work has begun, refunds are assessed on the proportion of the agreed scope not yet delivered. Work already performed is not refunded.
If we are unable to deliver an agreed service, you receive a full refund of the undelivered portion.
4. Managed Individual Taxes
A managed Individual Taxes package can be cancelled for a full refund at any time before we begin preparation work on your records.
Once preparation has begun, the package is refundable only for the portion of the work not yet performed.
Once a completed return or prepared output has been delivered to you for review, the package is non-refundable.
Refunds are not available where a package was purchased for a situation it does not cover and this was identified after the correct scope was communicated to you.
5. Subscriptions
Recurring services can be cancelled at any time and take effect at the end of the current billing period.
Cancelling stops future charges. Amounts already charged for the current period are not refunded on a pro-rata basis unless required by law.
6. Non-refundable situations
Refunds are not available for a change of mind after the applicable window, for failure to use a purchased service, for records you did not supply, or where the purchase was cancelled after the relevant work was delivered.
Refunds are not available for outcomes that depend on third parties, including decisions of any tax authority.
7. How to request
Send a refund or cancellation request to support@empirekeep.com from the email address associated with the purchase. Include the plan or service purchased and the reason for the request.
We acknowledge requests and tell you the outcome and, where approved, the expected timing of the refund.
8. Chargebacks
Please contact us before raising a chargeback. Where a chargeback is raised while a request is under review, we may suspend access to the affected service until the matter is resolved.
9. Statutory rights
This policy operates in addition to any non-excludable rights you have under applicable consumer law. Nothing here limits those rights.