Terms and conditions


We are pleased to accept instruction to act as your accountant. The purpose of this document is to set out our terms for carrying out the work and to clarify our respective responsibilities. Please read all the information carefully and contact us if you have any concerns or require clarification.
In this letter, "we", "us", and "our" relate to this accountancy practice, Ecommerce Accountants LLP, and "you" and "your" relate to you, the client.

Client Care

To ensure that we provide you with the best quality service we like to ensure that all clients know who will be in charge of their affairs.
The principal in charge of your assignment will be: Joseph Cox, ACCA.
As part of the onboarding process we will assign you a dedicated accountant who will be your main point of contact for all points of advice and your ongoing filings.


The services we will provide to you will be agreed with you in writing on email and updated from time to time by mutual agreement, also on email.


Unless otherwise stated, the costs of these services are calculated by reference to our standardised pricing which is published here:


After you sign up

You'll receive an email straight-away with a link to our onboarding questionnaire, so that you can get started providing us with the information we need.
There are three stages:
  1. 1.
    Onboarding - getting agency with HMRC, getting basic business details, and setting up your work schedules
  2. 2.
    Accounting setup - we introduce you to your accountant
  3. 3.
    Bookkeeping/VAT - if applicable
The next working day after you sign up, one of our team will be in touch with instructions for what you need to do next. You'll receive this in the form of an electronic checklist of tasks.

After a filing period ends

Once a filing period ends, and well before the deadline, we'll be in touch with a checklist of tasks to complete to provide the information required.
That's it!
We'll then prepare your filing and with your approval, submit it to HMRC.


Our Responsibilities
1. We observe the laws and guidance of ACCA.
2. Keep and maintain records of work completed and make them available to you upon request.
3. Provide regular reports on the progress of any work being completed on your behalf.
4. Raise any issues or concerns that may be found during the term of the engagement.
5. Return any information owned by you within 21 working days upon termination of the engagement and once payment for work carried out by the practice has been made.
6. Keep records in compliance with Data Protection and Money Laundering legislation. In particular, we make you aware that the data controller is Ecommerce Accountants LLP and that in order to carry out the services of this engagement and for related purposes such as updating and enhancing our client records, analysis for management purposes and statutory returns, legal and regulatory compliance and crime prevention we may obtain, process, use and disclose personal data about you. We may also retain personal data about you for longer than is required under Money Laundering legislation.

Your Responsibilities

1. Provide the proof of identity information and business details as requested by us to comply with anti-money laundering regulations.
2. Ensure that records of your business activities are correct and maintained to meet the requirements of regulatory authorities, as detailed here: https:/ www.gov.uk/running-a-limited- company/company-and-accounting-records. Failure to do so may result in us refusing to submit a return on your behalf and forfeiting of any fees paid in respect of the reference return period
3. Disclose all relevant information to enable us to complete the work within any agreed timescales.
4. Allow full and free access to financial and other records held by yourselves or third parties


As part of the accounting service you can ask us questions and for accounting advice whenever you want. We do this so because we want you comfortable asking us any compliance questions throughout the year, rather than us going back and fixing avoidable issues.
We want to make sure your expectations are met so here are some guidelines on how we work


Send us a message whenever you like. We scan our inbox for urgent queries throughout the day, and for general queries you'll get a response in 24-48 working hours. if it gets to 72 working hours and we still have not been able to answer your question, we'll explain why, e.g. more research required, waiting on HMRC, etc. Note, we do not in general send acknowledgement emails as this uses up time that could be better spent working on queries and handling accounting; we do ensure every email is answered.

Phone and video calls

We speak via audio and video calls regularly and you can book these in whenever you like. We would greatly appreciate if you call the office only for urgent matters. Operating in this manner lets us stay efficient at staying on top of your work.


Payment of fees rendered by invoice is due on receipt. Where payment has not been received we reserve the right to withhold services, documents and information, and have the right to cease to work on your account and to terminate the engagement if payments are unduly delayed. You will have the opportunity to set up a Direct Debit if you have a UK bank account.
If any of the services you require are outside of the scope detailed in this document we will agree with you in writing the additional costs that would apply for us to handle this for you.


There may come a time where you decide to disengage from our services for any reason. If at this point we have billed you for services not yet rendered we will calculate an amount to refund you, being the total fees paid for the service less 10% of the annual fee to cover admin costs and less an amount based on the total ad-hoc advice work undertaken in the period.

Holding Client Monies

We do not hold client money on behalf of our clients.

Retaining and Accessing Records

Any information produced or relating to the work we undertake for you will be returned to you and should be kept for a period of no less than 6 years from the end of the tax year in question.

Confidentiality and Conflicts

We agree never to share information relating to your business with any third party without prior consent unless required to do so by law or to comply with regulations or quality control reviews. Likewise, you agree not to use or copy or allow the use of the output of the work we do for with a third party without our prior permission. You recognise that we may have to stop providing services to you in the event that a conflict arises between our duties to you and to another client. You will notify us if you have any reason to believe that such a conflict has arisen or may arise. We may communicate with you electronically and you accept the risks associated with such communications, except anything arising through our negligence or wilful default.

Legislation and Compliance

We are obliged by law to undertake checks to ensure that you and your business are operating lawfully. By agreeing to our terms of engagement you accept that we are authorised to complete such checks as necessary. Under Money Laundering Regulations it is a criminal offence if we do not report suspicious transactions or if we inform a client that a report has been made against them.


As Chartered Accountants, we have a duty of care to you and we must observe the highest standards of conduct and integrity. Our services to you will only be completed by an accountant fully competent to perform such work and who holds current Professional Indemnity Insurance.
Where any loss or damage occurs as the result of you providing misleading, incomplete or false information no liability will be accepted. The advice we give you is not to be used by a third party without written consent. The practice also accepts no legal responsibility for third-party use of the financial information provided by us.

Complaints and Disputes

We want you to be entirely satisfied with the services provided to you. If, however, you are not, please refer to the Complaints Policy (https:/ www.ecommerceaccountants.co.uk/complaints-policy).

Continuity Arrangement

In the event that we become unable to provide the services agreed through incapacity or death, a Continuity Arrangement has been made with Crystal Clear Business Consultants Ltd, 55 Moorfields Road, Denham, Bucks, UB9 5NE. The purpose of this agreement is to look after your interests by providing continuity of services. You will be contacted in the event of such circumstances arising and you will have the option to decline to be covered by these arrangements.

Changes to these terms

From time to time we may need to update these terms of service. If this happens, we will notify you of this in writing more than 30 days in advance.


You or we may terminate our engagement by giving 28 days written notice. All documents and information provided by you will be returned to you within 28 working days of receipt of the notice provided that all outstanding fees have been paid.
Last modified 9mo ago