Skip to content
DOXOCOLLECTIVE

Refund Policy

How cancellations, unused periods, and refund requests are handled for our services.

Last updated: October 16, 2026

This Refund Policy explains when fees paid to Doxo Collective LLC ("Doxo Collective," "we," "us") may be refunded or credited. It applies to website package purchases and services described in a signed engagement letter. If this policy and your engagement letter conflict, the engagement letter controls.

1. General principle

Our fees cover professional time, systems setup, and deliverables. Because bookkeeping and advisory work begins as soon as we receive access and start cleanup or reporting, refunds depend on whether work has started and how much progress has been made.

2. Work not yet started

If you cancel in writing before we have begun any billable work (including account access review, historical cleanup, or kickoff calls beyond an initial complimentary consultation), you may request a full refund of prepaid fees for that unused engagement. We aim to confirm eligibility within five (5) business days of receiving your written request.

3. Monthly bookkeeping and ongoing advisory retainers

  • Monthly fees generally cover a defined close period or advisory cadence stated in your engagement.
  • If you cancel mid-cycle after work for that period has begun, fees for the current period are typically non-refundable. Unused future prepaid months may be refunded or credited on a pro-rata basis after deducting work already performed.
  • Cancellation notice requirements (for example, 15 or 30 days) are defined in your engagement letter. Missing notice may result in billing for the next scheduled period.

4. Project-based services

Project fees (such as historical cleanup, tax packages, loan documentation support, or fixed advisory sprints) are handled as follows:

  • Before kickoff: Full refund of prepaid project fees, less any non-refundable third-party costs already incurred with your approval.
  • After kickoff: Partial refund or credit based on percentage of scope completed (for example, cleanup hours used, draft packages delivered, or milestone reached). Completed milestones are non-refundable.
  • After final delivery: Project fees are non-refundable once final deliverables have been provided and the review window in your engagement has closed.

5. Non-refundable items

The following are generally not refundable:

  • Completed monthly closes, reports, forecasts, or packages already delivered
  • Third-party software, filing, or lender fees paid on your behalf with prior approval
  • Rush or expedited fees once rush work has started
  • Deposits clearly marked as non-refundable in an engagement letter

6. How to request a refund

Email info@doxocollective.com with:

  • Your business name and contact person
  • Invoice number(s) and payment date(s)
  • Service type and reason for the request
  • Preferred outcome (refund or account credit)

We will review the request, confirm work status, and reply with an approval, partial offer, or explanation of denial, typically within ten (10) business days.

7. Processing approved refunds

Approved refunds are issued to the original payment method when possible. Processing may take five to fifteen (5–15) business days after approval, depending on your bank or card issuer. Credits toward future services may be offered as an alternative when both parties agree.

8. Quality concerns

If you believe a deliverable does not match the agreed scope, contact us within the review window stated in your engagement (or within fourteen (14) days of delivery if no window is stated). We will work in good faith to correct scope gaps at no extra charge when the issue is our error. Refunds for quality disputes are evaluated case by case after we have had a reasonable opportunity to cure.

9. Chargebacks

Please contact us before filing a payment dispute with your bank or card issuer so we can resolve the matter directly. Unfounded chargebacks for completed work may result in suspension of services and collection of amounts still owed under your engagement.

10. Changes to this policy

We may update this Refund Policy from time to time. The "Last updated" date will change when we do. Updates apply to new purchases and renewals; existing engagements follow the refund terms in effect when those engagements were signed, unless both parties agree otherwise in writing.

11. Contact

Refund and cancellation requests: