1. Billing and Payment Terms
CloudTax accepts payment by credit card, Email Money Transfer (EMT), Electronic Funds Transfer (EFT), and other approved methods.
Credit card payments are securely processed through Stripe.
CloudTax is SOC 2 Certified and follows security and data protection standards.
Additional processing fees may apply for credit card payments over $300.
2. General Refund Policy
CloudTax payments are non-refundable once purchased, activated, or once work has started.
Refunds may only be considered in limited cases, such as duplicate charges or other billing errors.
To request a refund, email [email protected]. Eligible refund requests will be reviewed within 5 to 7 business days and issued to the original payment method.
3. CloudTax DIY
Payments made through CloudTax DIY, including Pay-What-You-Want payments, are final and non-refundable.
If you were charged incorrectly, such as a duplicate payment, you may request a refund within 7 days by emailing [email protected].
4. CloudTax Plus
CloudTax Plus payments are non-refundable.
CloudTax Plus is for individual NETFILE users
CloudTax Plus is designed for individual NETFILE users. It is not intended for professional tax preparers, EFILE users, or anyone preparing tax returns as a business.
Tax preparers who professionally prepare more than five tax returns in a calendar year are required by the CRA to electronically file those returns using EFILE.
If you are filing more than five returns, you can switch to the CloudTax EFILE platform, which is built for professional tax preparation.
CloudTax may, at its sole discretion, limit or decline priority support for tax professionals using the CloudTax Plus NETFILE platform.
Subscription period
All CloudTax Plus subscriptions end on February 1 of the following year, regardless of when the subscription was purchased. Subscriptions cannot be extended, deferred, or applied to a later tax year or subscription period.
During an active CloudTax Plus subscription, users may still file eligible prior-year tax returns supported by CloudTax.
Cancelling CloudTax Plus
You can cancel your CloudTax Plus subscription under Account Settings before your subscription renews.
Once CloudTax Plus is cancelled, your account will revert to CloudTax Free. Under CloudTax Free, you will only have access to two returns. CloudTax cannot provide access to additional profiles unless CloudTax Plus is renewed.
Return and profile limits
Previously filed returns cannot be deleted from CloudTax, even if you no longer need that profile. Any return filed through CloudTax will continue to count toward your 20-return CloudTax Plus limit.
If you reach the 20-profile limit, you will need to create a new CloudTax account to file additional returns.
5. DIY T2 Software
All payments for T2 DIY Filing are non-refundable.
The $199 fee is a mandatory software-related fee required to proceed with the CRA submission step. This fee is charged before the return is transmitted to the CRA and is non-refundable once the submission process has been initiated.
If the CRA returns an error code, rejection, or request for additional information, including a WAC requirement, the $199 fee remains non-refundable. CRA errors, rejections, access requirements, and validation issues are outside CloudTax’s control.
CloudTax will provide step-by-step guidance to help resolve the issue and complete the filing process. No additional software fee will be charged to resubmit the same T2 return once the issue is resolved.
6. Review and File Service
Refunds are not available once a tax expert has started reviewing the return.
If documents are not submitted within 30 days of purchase, the user may request a 50% refund.
If a return needs to be refiled or revised after submission because of incomplete, missing, or inaccurate information provided by the client, additional fees will apply.
Refiling in these cases is not included in the original service fee.
7. Done-for-You Service
Clients may cancel their Done-for-You appointment and receive a 100% refund if the cancellation is made at least 48 hours before the scheduled appointment.
Cancellations made less than 48 hours before the scheduled appointment may be eligible for a 50% refund, at CloudTax’s discretion.
Once a CloudTax expert has started preparing the return, no refunds will be issued.
Clients are responsible for selecting the correct tax scenario and appointment type. If the appointment takes place and a higher-tier tax scenario is required, the amount already paid may be applied toward the correct plan.
If the wrong appointment type is selected, time is booked with a CloudTax expert, and the client later requests a refund instead of continuing with the correct plan, the original service fee is non-refundable.
Refiling and revisions
If a refile is required due to a CloudTax expert’s error or omission, CloudTax will correct and refile the return at no additional cost.
If a refile is required because the client provided incomplete, missing, or inaccurate information, including unreported income slips or CRA slip discrepancies, additional fees will apply.
8. CloudTax EFILE for Tax Preparers
Annual subscription
Refunds are only available if requested within the 7-day trial period.
Once the trial period has ended and the subscription has been charged, the payment is non-refundable.
EFILE subscriptions automatically renew at the end of each billing cycle unless cancelled in advance. It is the user’s responsibility to cancel before the renewal date.
Once a renewal payment has been processed, it is non-refundable. Cancellation requests submitted after renewal will apply only to future billing cycles.
To cancel an EFILE subscription, email [email protected]. The CloudTax team will confirm the cancellation by email.
Lifetime license
Lifetime licenses are non-refundable.
Trial eligibility
The EFILE trial is available to new CloudTax EFILE customers only.
Existing EFILE users, including users who are already on a paid plan, cannot start a new trial, submit returns, and request a full refund under the trial policy.
CloudTax may refuse refunds where a trial is used by an existing customer or used to submit returns outside the intended trial purpose.
9. Audit Protection Service
Audit Protection is non-refundable because it is activated immediately upon purchase.
A refund may only be considered if there is a duplicate charge on the same account.
10. Corporate Tax, Bookkeeping, and Payroll Services
Clients must pay 50% of the total service fee upfront and sign a retainer agreement.
Payments may be made by EMT or credit card. Additional credit card processing fees may apply for transactions over $300.
Once work has started, no refunds will be issued for completed services.
If a client terminates services before completion, any remaining balance may still be due based on the work already performed.
11. CloudTax API and Enterprise Billing
CloudTax API partners typically pay by EMT, EFT, or another approved method.
Net 15 payment terms apply unless otherwise stated in the partnership agreement.
Refunds for API and enterprise services are handled case by case based on the client agreement.
12. 1:1 Tax Consultation Calls
You may reschedule your appointment at no additional cost if you do so at least 24 hours in advance.
If you cancel less than 24 hours before the appointment, the full session fee will be charged and you will need to book a new appointment.
If you miss your appointment without giving at least 24 hours’ notice, the session is non-refundable and no credit will be issued.
If CloudTax experiences technical issues that prevent the session from taking place, we will offer a full refund or reschedule at no charge.
13. Chargebacks and Disputes
Please contact CloudTax support before starting a chargeback or dispute with your bank.
Accounts associated with unauthorized chargebacks may be suspended or restricted from future use of CloudTax services.
Final Note
By using CloudTax services, you agree to this policy and acknowledge that most CloudTax products and services are non-refundable unless this policy clearly states otherwise.