1. Don’t lie to us, if you do we will find out and we like our clients not to be evil, unless it was a genuine mistake, then we would like to hear the story. If it is not good enough we will drop you as a client and retain the right to pass on to IRD all correspondence. Also we won’t lie to the IRD just to get you a refund and we will hold onto all your info until you tell us otherwise

2. We will take all care in looking after your information securely and if we make a rare mistake with the IRD with you application, we will make it right and operate in a prudent professional manner as we can but you are ultimately responsible for ensuring we have the right information and respond in enough time to get things right

3. We promise to respond ASAP to your application and meet our other standards outlined on on FAQ, which form part of our conditions

4. We like it when you like our work and we like making people happy, so promise that we will operate within the tax rules. We will work as hard as we can to get back what you are owed. We will also process refunds for the last five years, unless you tell us otherwise

5. We will communicate with you via email, as we like to have things in writing and will respond within 24 hours to anything, if you want to send us something we have a freepost for snail mail, are online via our contact page, at our facebook page or we can organise a time that suits to actually talk if that is what you want

6. We promise we will be open about our fees and will let you know what we charged you as per our FAQ. We don’t charge extras for our standard service. We are one of the cheapest in New Zealand for the average refund with a minimum fee of only $10 and no refund means no fee

7. We have to make sure you are a real person, so we have to make sure you are a verified person and meet IRD authority criteria before acting. Some other places we know aren’t so choosy. As part of this we need to be updated when you move emails and home. If we get sent things by IRD to us because you have moved and we can’t find you either, then any liabilities are yours. If we can’t get hold of you after 4 attempts in 3 months we will remove you as a client

8. We promise to let you know why you won’t get a refund and keep you updated along the way. We will make sure we help you fix up any outstanding liabilities you have with the IRD and any fees we charge will be on the net refunded amount. We pay you from our trust account to your New Zealand bank account. If we have to pay you via overseas cheque or to an overseas account we have to pass this cost on.

9. If you need to complete a IR3 we will tell you and do this, and will need information from you too. We do things a little differently for these and will discuss this at the time. We charge fixed fees for this work on an hourly basis after the first hour.

10. You will remain linked to our agency unless you break rule 1, tell us you don’t like us anymore or go to someone else, but while you are linked to us we will update you each year via email when you can get another refund or have to do something. We want to keep you as a customer and if you are not happy tell us why and we will see what we can do.