Fulfillment Policy

This Fulfillment Policy outlines how Lutz Hoenig CPAs LLC manages the delivery of services, cancellations, refunds, and related procedures in connection with our client engagements, including when payments are made via credit card. Our goal is to ensure clarity, transparency, and professionalism in all client relationships.

1. Service Delivery

Scope of Work

Each engagement is defined by a written agreement or engagement letter that specifies the services to be performed. Services may include, but are not limited to:

• Tax preparation and filing (individual and business)
• Accounting and bookkeeping
• Tax planning and consulting
• Business advisory services

Timelines and Deadlines

Completion timelines are dependent on the scope of services and timely receipt of required information from the client. Specific deadlines will be discussed at the time of engagement.

Communication

We communicate with clients through secure email, phone calls, our online portal, and scheduled meetings. Clients will be notified of project updates, additional requirements, or any issues that could impact timely completion.

2. Cancellation and Refunds

Cancellation Policy

Clients may cancel services by providing written notice to admin@lutzhoenig.com. Cancellations must be submitted prior to the commencement of work to avoid charges. If work has already begun, a cancellation fee may apply based on the time and effort already expended.

Refund Policy

Payments for services are non-refundable once work has commenced. Refunds may be considered under the following conditions:

• Services have not yet begun
• A billing error has occurred
• A duplicate payment was made

Requests must be submitted in writing within 10 business days of the transaction date. Approved refunds will be processed within 10 business days.

Partial Refunds

If a project is partially completed at the time of cancellation, a partial refund may be issued at our discretion, based on the proportion of services delivered.

3. Fulfillment Costs

Cost Recovery

Out-of-pocket expenses directly related to a client engagement (e.g., filing fees, delivery of paper documents, or third-party software costs) may be billed separately as agreed in the engagement letter.

Capitalized Costs

Costs incurred by Lutz Hoenig CPAs LLC in developing internal systems or tools to deliver services are not directly billed to clients unless otherwise specified.

4. Data and Records

Record Retention

Client records are retained for a minimum of three (3) years unless otherwise required by law or specific agreement. Requests for copies of records must be made in writing.

Data Security

We maintain strict confidentiality and utilize secure platforms for storing and transmitting client data, consistent with IRS and industry standards.

5. Client Responsibilities

Compliance and Information Sharing

Clients are responsible for providing accurate, complete, and timely information necessary for our work. Failure to do so may delay services or affect compliance outcomes.

Ongoing Communication

Clients are expected to respond to communication in a timely manner, especially when deadlines are approaching or missing documentation is needed.

6. Dispute Resolution

Conflict Resolution

Should a dispute arise, we encourage clients to contact us directly to resolve concerns promptly and professionally. We strive to reach mutual understanding through clear communication.