To be effective, we believe that professional relationships need to be based on mutual trust, support, respect and integrity. As a result we only work with clients who share our belief in the importance of these. As our client, you have the right to expect the following standards from us:

• You will receive friendly service. You will be respected and never taken for granted
• We will honour all our commitments to you, absolutely
• Our services will rarely, if ever, be the least expensive on the market. They will, however, always be of the highest quality and designed to help you add significant value to your business
• You will not get any "fee surprises". All additional work will be subject to a price agreement before we start, and if, in your view, our services don't do what we say they will, or if you're ever disappointed, you owe nothing
• You will always be able to seek our help to understand our work or implement our suggestions
• We firmly believe that your perception of our performance is the reality. In this, your feedback is critical to our ability to continually innovate and improve. We look forward to your ideas, comments, and suggestions. And expect you to tell us immediately if we do any thing that you are in any way unhappy
• We will refer our contacts to you where we believe that you could benefit from their products and services or that they could benefit from yours
• How we communicate with each other is important to both of us. As part of this process, we will always get back to you before the end of the next business day
• We will be honest, truthful, “up-front,” and open with you at all times and will maintain the highest standards of integrity, professionalism and confidentiality. We expect you'll be the same with us. This way, we'll build a valuable, long-term relationship with each other
• We will communicate with you frequently to make recommendations that will help you build a better business. This will enable us to form a “win-win” partnership, with a lifetime of benefits

All our service collections are subject to a minimum term of 12 months, as well as other specific terms and conditions. These are set out in the Terms of Engagement Agreement, which needs to be read and signed before any services will be provided.

• Clients need to prepay in respect of all fees.
• Susana Bookkeeping Services applies a range of fees and charges in respect of accounts that are not paid. Fees, penalties and charges are detailed in the Terms of Engagement Agreement. All collections are invoiced quarterly in advance.
• All billable hours shall be billed in accordance with the relevant billing schedule in increments of 15 minutes or part thereof.
• A minimum charge of 3 hours (including travel) applies each time a bookkeeper attends your business or other nominated premises, regardless of your availability at the time.
• Susana Bookkeeping Services will require you to provide trade references and may also conduct a credit check on you and/or your business before agreeing to provide your business with any service.
• The Terms and Conditions outlined on this website are by no means comprehensive and should be considered as a guide only. Full Terms and Conditions will be made available upon request.