Refund Policy

Last updated: June 2026

Your payment confirms a fixed-fee engagement, not an unconditional commitment. Two situations end an engagement with a full refund:

Scenario 1

Before you send your documents

If your return relies on records only you can provide, and you request a refund before sending them, you will receive a full refund. Until your documents arrive, we cannot begin the substantive work of preparing your return.
Scenario 2

Before we start your return

If we have not yet begun preparing your return, whatever the reason, you can request a full refund. If we expect a material delay before starting, we will tell you, and the refund option stays open until preparation begins.

Once your return is prepared

Your fee pays for the professional work of preparing your return, not for the act of lodging it. Preparation begins as soon as your details and documents arrive, and is often completed within 2-5 business days.

Once your draft return has been prepared, the fee has been earned. This applies whether or not you proceed to lodgement, and regardless of the refund or amount payable your return shows. If you decide not to lodge after reviewing your draft, nothing further is charged, but the preparation fee is not refundable.

Changes after payment

After payment, contact our team and we will revise your service if the adjustment is straightforward, or quote any additional work if your situation has materially changed.

Your rights under the Australian Consumer Law

The refunds described above are voluntary and apply to change-of-mind situations. They do not limit your rights under the Australian Consumer Law. If our services fail to meet a consumer guarantee, you are entitled to the remedies the law provides, regardless of anything in this policy.

How to request a refund

Email support@xilestone.com.au from the email address you used at checkout, and include your name and your payment receipt. We will respond within 3 business days. Approved refunds are returned to your original payment method and typically appear within 5 to 10 business days, depending on your bank. Eligibility is assessed as at the time we receive your request.

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