We are privileged and excited to support, guide, and assist you!
We will always provide you with the best information we can, performing extensive due diligence on our end, and treating you exactly like we would like to be treated. You maintain 100% responsibility for all tax services that you provide to your clients.
Pursuant to requirements imposed by the Internal Revenue Service in IRS Circular 230, any tax advice contained in our communication with you is not intended to be used, and cannot be used, for purposes of avoiding penalties imposed under the United States Internal Revenue Code or promoting, marketing or recommending to another person any tax-related matter.
Our goal is to provide you with top-quality tax and tax business support.
We do not provide tech support for your tax software as part of this support service. For matters related to the use of your tax software, you'll need to contact the tech support department for your software. If you have purchased Pronto Tax Systems software, you can contact software tech support anytime by emailing email@example.com or calling 206-209-2653.
When seeking support, you agree to go through the steps that we provide you, as follows:
Please email firstname.lastname@example.org for direct support. All support requests must be sent through email first so that we can track the requests and make sure we resolve every request. You must provide a brief description of your issue in this initial email.
If Glen deems that it will be more efficient or necessary to help you via phone call or screenshare, Glen will escalate your request to those Tier 2 methods after receiving your email request describing what you need. We promise to do everything we can to assist you in a timely and helpful way.
Mark your calendar to attend the Live Q & A sessions each Thursday at 12pm Pacific / 3pm Eastern time. Here is the link to join those meetings: https://global.gotomeeting.com/join/940241365Save that link and mark your calendar so that you attend these valuable Q & A sessions!
If you do not go through the steps that we provide you, in the order described above (for example, you're calling for support without first sending an email request describing the issue with which you need help), we will give you a friendly reminder on how the support process works.
If you refuse to follow the process for providing tax support, after we remind you of the process, we will discontinue your membership.
In fact, we reserve the right to discontinue your support membership for any reason, at any time.
You also may cancel your membership at any time for any reason, or no reason at all.
If we or you discontinue your support membership, you will be eligible for a refund of any "unused support cost" associated with your support membership; this is the meaning of our "money back guarantee."
This policy assures that you will never pay for tax support related to any period where you do not have access to support, while also ensuring us that we will be able to provide the support that our Members need, when you need it, and provide 100% clear expectations of how this program works.
"Support cost" is defined as follows:
If you are receiving tax support as part of your Pronto Tax Software purchase, and you have paid full price for your tax software ($799 Standard software or $1,299 Advanced software), your "support cost" is defined as $300, and any refund of unused support cost would be based on that $300 figure.
If you are receiving tax support as part of your Pronto Tax Software purchase, and you have not paid full price for your tax software (if you paid anything less than $799 Standard software or $1,299 Advanced software), your "support cost" is defined as zero, and you will not be eligible for any refund of unused support costs as described below. If that does not work for you, please contact email@example.com immediately so that can resolve your issue immediately by un-enrolling you from this support program.
For any Member who has paid for support as a separate service, your "support cost" is defined simply as the amount you paid to join this support Program.
If are not satisfied with our support service, you will be eligible for a refund of your unused support cost.
"Unused support cost" will be calculated by assigning an average monthly cost to your membership, and then refunding you for the current and future months.
You purchase a Year-Round Support Membership at the price of $499. It's April, you're not satisfied with the support you've received during April, and you want a refund. You will be eligible for a refund of your monthly support cost for April and all subsequent months: $499/12 months = $41.58 average cost per month x 9 months = $374.22 refund.
You received this tax support service as part of your Pronto Tax Systems software full-price purchase of at least $799. It's April, you're not satisfied with the support you've received during April, and you want a refund. You will be eligible for a refund of your monthly support cost for April and all subsequent months: $300/12 months = $25 average cost per month x 9 months = $225 refund.
You received this tax support service as part of your Pronto Tax Systems software at a discounted price. It's April, you're not satisfied with the support you've received during April, and you want a refund. Since your support cost is zero, you are not eligible for any refund.
Please include the reason for your dissatisfaction, so that we can improve our service, for next time.
The timing of your refund will be based upon the day you request it. For instance, if you request a refund on April 1, you will not be eligible for any refund from the tax support costs for the month of March.
We have not received any refund requests from this program as of now and we surely anticipate providing a level of service that makes you want to stay as a Member of this program and happy with your investment in it. Nevertheless, we do provide you with the above-described guarantee in order to make sure that you never pay for a service that you're not using or don't find valuable.
We reserve the right to update our Terms of Service for this program at any time, with or without notice, to you personally.