Payments, Cancellation and Refund Policy

Effective date: 14 September 2026

This policy explains the general approach of Lume Corporate Accountants Pty Ltd to fees, payments, cancellations and refunds. Specific engagement terms, proposals, invoices, payment plans or service agreements may contain additional or different terms. If there is an inconsistency, the specific written engagement terms will apply to the extent permitted by law.

1. Fees and quotations

Fees may be fixed, staged, recurring, hourly, project-based or otherwise agreed with you. Any quotation or proposal is based on the scope and information available at the time. Additional work, changed instructions, delays, incomplete records or matters outside the agreed scope may result in additional fees, which we will communicate where reasonably practicable.

2. Payment

Payment is due in accordance with the invoice, proposal, engagement terms or payment schedule provided to you. We may require an upfront payment, deposit, retainer, instalment or authority for recurring payments before work begins or continues.

Payments may be processed through third-party payment providers. Their terms and privacy practices may also apply.

3. Recurring payments

Where you expressly agree to a recurring payment arrangement, we may charge the agreed amount at the agreed frequency until the arrangement ends in accordance with the applicable engagement terms. You should contact us promptly if your payment details change or you believe a recurring charge is incorrect.

4. Cancellation by you

You may request cancellation of a service by contacting us. Cancellation does not automatically entitle you to a refund of work already performed, costs already incurred, third-party charges, government fees, disbursements, or amounts that have otherwise become payable under the agreed engagement.

If you cancel before work begins, we will consider whether any payment can be refunded after deducting any non-recoverable third-party costs, administration reasonably incurred and other amounts properly payable under the engagement.

If work has begun, we may charge for work performed and costs incurred up to the effective date of cancellation, subject always to applicable law and the specific engagement terms.

5. Cancellation or suspension by us

We may decline, suspend or end work where permitted by the engagement terms or law, including for non-payment, failure to provide necessary information, conflicts, legal or regulatory concerns, abusive conduct, inability to complete the work properly, or other reasonable professional grounds. Any financial adjustment will be dealt with under the engagement terms and applicable law.

6. Refunds and Australian Consumer Law

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including consumer guarantees under the Australian Consumer Law where they apply.

We do not operate a blanket ‘no refunds’ policy. If a service has a major problem, is not provided with due care and skill, is not fit for an agreed purpose where the relevant guarantee applies, or otherwise gives rise to a statutory remedy, you may be entitled to a remedy under Australian law.

A change of mind, change in your circumstances, failure to provide requested information, or decision not to proceed after work has commenced does not of itself create an entitlement to a full refund.

7. Chargebacks and payment disputes

If you believe a payment is incorrect, please contact us promptly so we can investigate. You agree not to knowingly make a false or misleading chargeback claim. Nothing in this clause limits any lawful right to dispute a transaction with your financial institution or payment provider.

8. Third-party and government charges

Government fees, registration fees, search fees, lodgement fees, software charges, legal fees, professional fees and other third-party disbursements may be payable in addition to our fees where disclosed or authorised. Unless required by law or agreed otherwise, amounts already paid to third parties on your behalf may be non-refundable to the extent they cannot be recovered.

9. Overdue amounts

If an amount is overdue, we may pause work, withhold further non-mandatory services, or take reasonable recovery action to the extent permitted by law and the applicable engagement terms. Any recovery costs or interest will only be charged where the engagement terms or law permit.

10. Requesting a refund or raising a billing concern

To request a refund or question a charge, contact us using the details published on our website. Please provide your name, invoice or transaction details, the service concerned and a brief explanation. We will assess the request against the engagement terms, work completed, costs incurred and applicable law.

11. Changes to this policy

We may update this policy from time to time. The current version will be published on our website.