Dear Client!
We believe you will have the most pleasant experience when dealing with us. This page is designed to equip you with all necessary tools to obtain customer service when you need it.
Remember – the key to being satisfied with your experience is the cooperation with your CPA requests and thorough understanding of our policies and procedures that you will be asked to acknowledge by signing. We care about our clients and over the years built an environment that encourages two-way communication and feedback.
Below are some of the commonly requested actions, with brief guidance on how to proceed:
Paying Your Invoice
Please follow this link, then enter your name and invoice number.
It will bring you to the screen where you can select if you want to pay via PayPal (upper right part) or debit/credit card (lower right part). Just follow the prompts to make the payment.
Requesting Copies of Tax Returns or Other Deliverables
While we typically upload a final version of your tax return to your secure client portal with CLIENT COPY watermark, you can still request a PDF copy at any time without the watermark for any purpose. We will be happy to send it to you as soon as we can.
What if I need a copy of my tax return or other deliverable due to a third-party request?
If you are asked to provide a copy of your tax return by a mortgage company, bank, educational institution, employer, court of law, or any other third party, and it has to come directly from your CPA (i.e, us), please send us the contact information of the requester so we can upload the copy and cover letter. You will then be asked to sign the Consent to Disclosure of Tax Return Information form. The implications of provision of your tax return to third parties are governed by the tax return agreement you signed. This is a paid service with the fee quoted upon request.
Expedited/Rush Services
We charge additional fees for expedited/rush service, whether it is a tax return preparation or any other time-sensitive service. Our tax return preparation rush fees are listed in the Individual and Business Tax Return Agreements that you have signed (or will be signing). Please let us know if you need expedited/rush service at the time of signing an agreement.
Extension of Time to File Tax Return
You can request that we file an extension of time to file your individual, business and estate or trust tax return, as well as Form 990. We need to hear from you at least three days before March 15 for S corporation and partnership returns, April 15 for individual, C corporation and estate/trust income tax returns, and May 15 for Form 990. Please click here to request an extension.
Unless we hear from you in writing about your extension, we are under no obligation to file it. We typically send reminder emails to clients who have not contacted us for tax return preparation. All extensions are e-filed, which is a 100% guarantee that they are accepted by IRS and state tax authorities. Paper extensions can get lost in the mail.
Returning Original Documents
While we strongly encourage our clients to submit digital copies of supporting documents, we can usually make exceptions for elderly or handicapped clients. If you do decide to submit your paper documents, we will return your originals to you upon completion of your tax return, via mail or it will be waiting for you at our receptionist desk for your pick-up, if you make a request in writing.
Loyalty Rewards Program
Our Loyalty Rewards Program is being redeveloped and will be relaunched later in 2026.
Refund Policy
You can obtain a refund of already paid fees only in one of the two cases:
1. The work on your project has not yet begun and you paid a retainer.
2. You can prove that you suffered damage at least equal to the amount of fees paid for the work performed caused by the inadequate quality of the deliverable.
In all other cases, no refunds will be issued. We reserve the right to issue partial refunds at our discretion on a case by case basis.
Installment Plans for Fee Payment
You can request to pay our fees in installments if the total fee exceeds $1150. The maximum number of installments we allow is four (4). The installments are interest-free.
We will approve the installment plan on a case by case only. The installment plans we approve will be administered via ACH only, with your bank account direct-debited.
Requesting References
To protect the privacy of our clients, we do not provide any references to speak to. However, we may provide you with written references (answers to your questions by two or three of our existing clients).
Referrals to Other Specialists
We have partnered with many professionals who specialize in areas that are complementary to our services. Please see this page for their specials. If you’d like to be referred to one of these specialists, please let us know here.
Client Portal Access
How do I set up access to the client portal?
If you are our new client, you will be given access to our secure client portal at the onboarding time.
What if I forgot my username and/or password to the client portal?
If you have forgotten your username and/or password to access your client portal, please send us an e-mail requesting the access reset and we will process this for you usually within 24 hours.
Checking Project Status
If you would like to check the status of your project, please send us an e-mail requesting the status update and we will send you an updated status within 24 hours.
Other Requests
Please refer to the policies and agreement that you signed (or will be signing) to find answers to all other questions.
Terminating an Engagement
How do I terminate an engagement after I’ve signed contractual paperwork?
- Before the engagement started: Just send us an e-mail informing of your decision to terminate. We will then not proceed with the engagement and your contractual paperwork will be null and void, except for provisions that are designed to survive the completion of the engagement. Your fee paid will be fully refunded.
- After the engagement started: Just send us an e-mail informing of your decision to terminate. We will then stop all work on the engagement and your contractual paperwork will still remain in force. Your fee paid will not be refunded.
Upgrading or Downgrading Services
How do I ask to upgrade or downgrade services?
If you are a business client who signed an annual agreement with us, and want to upgrade or downgrade the service, please click here.