Policies

Refund policy

When professional fees can be refunded and how to ask.

Effective 9 October 2026.

Professional fees

  • Before work starts: full refund of professional fees.
  • Work in progress: refund of fees for work not yet performed, pro-rated to the work completed.
  • Completed work: no refund once a return, statement or filing has been delivered or submitted.

    • Non-refundable amounts

    Government fees, stamp duty and third-party costs already paid on your behalf cannot be refunded.

    If we cannot deliver

    If we are unable to deliver a service for reasons within our control, we refund the professional fees paid for it in full.

    How to request a refund

    Email info.roocollective@gmail.com with your invoice number and reason. We acknowledge requests within 3 working days and pay approved refunds to the original payment method, or by bank transfer, within 14 working days.