Client Policies

Client Policies

Last updated July 11, 2026

Appointment Cancellation Policy

Clients should provide at least 24 hours’ notice when canceling or rescheduling an appointment. Repeated missed appointments or late cancellations may require advance payment before another appointment is scheduled.

Payment Policy

Invoices are due upon receipt unless another payment arrangement has been agreed to in writing. Services may be delayed or suspended when an account has an outstanding balance.

Refund Policy

Fees paid for completed professional services are generally non-refundable. Refund requests involving services that have not yet begun will be reviewed individually. Third-party filing fees, software fees, and payment processing fees may be non-refundable.

Communication Policy

Cruz Financial Services will make reasonable efforts to respond to client communications during normal business hours. Response times may vary during tax season, weekends, holidays, and periods of high demand.

Client Information & Document Policy

Clients are responsible for providing complete, accurate, and timely information and supporting documentation. Work may be delayed until all required information has been received.

Electronic Communication Policy

Clients acknowledge that email, online forms, electronic invoices, and other digital communication methods may be used to exchange information. Clients should avoid sending sensitive information through unsecured communication methods unless specifically instructed.