Refund policy
When you get a refund for the personal tax service.
Effective date: 30 October 2026 Last updated: 30 October 2026
1. The short version
- Before we start work: full refund.
- After we start but before we send your return summary: 50% refund.
- After we send your return summary or submit your return: no refund, unless we made the mistake. If we did, we fix it free, or refund you in full if we cannot.
2. When you get a refund
| Situation | Refund |
|---|---|
| You cancel before we start work on your request | Full refund of the fee paid |
| You cancel after we start work but before we send your return summary | 50% of the fee paid. We keep 50% for work done |
| We decline your request (for example, it is outside our service) or cannot do the work because of a problem on our side | Full refund of the fee for the work we could not do |
| You paid twice by mistake | Full refund of the extra payment |
| Our computation has an error that we made, or a figure we entered differs from the summary you approved | We fix it free within 3 working days of your telling us. If we cannot, full refund of the fee for that return |
| You cancel or ask for a refund after we send your return summary or submit your return (and there is no error by us) | No refund |
| Your documents or figures were late, incomplete or wrong, so the work could not be finished | No refund of work done. If we have not yet started, full refund; if we have started, 50% refund |
| We do not hear back from you for 60 days after asking for missing information | We close the request and treat it as a cancellation at the stage reached |
| The IRD portal is not available, or the IRD takes a different view of the law | No refund. If the portal is down, we keep trying and submit as soon as it is back |
| You approved in time, but we did not submit by the due date because of a problem on our side | Full refund of the fee for that return |
| You change what you want after we start | Treated as a cancellation after work starts, or we move your payment to the new package and you pay or we refund the difference |
"Start work" means our desk has begun preparing your computation. We tell you by email or text message when this happens.
3. How to ask
Email [email protected] with your name, your mobile number and why you are asking. To cancel, ask any time before you approve your return summary. To report an error by us, tell us within 30 days of the IRD acknowledgement, or within 30 days of an IRD notice that shows the error, whichever is later.
4. How long it takes and how we pay
We will tell you our decision within 5 working days. If we approve a refund, we pay it within 10 working days of our decision, by bank transfer to the account you paid from (or to the card you paid with, once card payment starts), unless we agree another way. We do not deduct our own bank or payment charges from your refund.
5. What we do not refund
- Tax, penalties and interest charged by the IRD, including those caused by late filing, or by income, assets or liabilities you did not declare, or by figures or documents you gave us that were late, incomplete or wrong, or by approving your summary late. Giving us full and accurate information is your responsibility (Terms of Service, sections 4 and 10A).
- Any government charge.
- Charges your own bank makes for sending or receiving the transfer.
- Work already delivered, except where we made an error as set out above.
Our responsibility for any claim is limited as stated in our Terms of Service.
6. Your legal rights
This policy is in addition to your rights under Sri Lankan law, including the Consumer Affairs Authority Act, No. 9 of 2003, and does not take away any right that cannot be given up by agreement.
7. Complaints
If you are not happy with our decision, email [email protected] and ask for a second review. We will acknowledge within 2 working days and reply in full within 14 days.
8. Contact
Email: [email protected]. We are online 24/7.