Fulfillment Policy

1. Purpose

The purpose of this policy is to ensure that all client requests and services initiated through our website are fulfilled in a timely, accurate, and professional manner. This policy applies to all services offered by Set Apart CPA through our website.

2. Scope

This policy covers all aspects of client service fulfillment initiated through our website, including but not limited to tax preparation, accounting services, financial consulting, and audit services.

3. Client Onboarding

Initial Inquiry: Clients can initiate service requests through our website by filling out the contact form or scheduling an initial consultation.
Engagement Letter: An engagement letter outlining the services to be provided, fees, and terms of engagement will be sent to the client for approval and signature.
Client Information: Clients must provide all necessary documentation and information required to perform the agreed-upon services through our secure online portal.

4. Service Delivery

Timeliness: All services will be delivered within the agreed-upon timeframes. Any delays will be communicated to the client promptly through email or phone.
Accuracy: All work will be performed with the highest level of accuracy and in compliance with relevant laws and regulations.
Quality Control: All deliverables will undergo a quality control review by a senior staff member before being sent to the client.

5. Communication

Regular Updates: Clients will receive regular updates on the status of their projects through email notifications or our client portal.
Response Time: All client inquiries submitted through the website will be responded to within 24 hours during business days.
Virtual Meetings: Virtual meetings can be scheduled through our website to discuss progress and address any concerns.

6. Document Handling

Confidentiality: All client documents and information will be handled with the utmost confidentiality and in compliance with data protection laws.
Secure Uploads: Clients can upload documents securely through our website's encrypted portal.
Return of Documents: Upon completion of services, all original documents will be returned to the client unless otherwise agreed.

7. Billing and Payment

Invoices: Invoices will be sent upon completion of services or as per the schedule outlined in the engagement letter.
Payment Terms: Payment is due upon receipt of invoice date unless otherwise specified.
Online Payments: Clients can make payments securely through our website using various payment methods.
Late Payments: Late payments may incur interest charges as outlined in the engagement letter.

8. Dispute Resolution

Initial Resolution: Any disputes or concerns should be raised with the assigned CPA or project manager.
Escalation: If the issue is not resolved, it will be escalated to the firm's managing partner.
Mediation: If necessary, an independent mediator may be engaged to resolve the dispute.

9. Client Feedback

Surveys: Clients will be asked to complete a satisfaction survey upon completion of services. Currently no surveys at this time.
Continuous Improvement: Feedback will be used to improve our services and address any areas of concern.

10. Policy Review

This policy will be reviewed annually and updated as necessary to ensure it remains relevant and effective.

By adhering to this fulfillment policy, Set Apart CPA aims to provide exceptional service to our clients, ensuring their needs are met with professionalism and efficiency through our website.