Handy client terms

This part is between you and HandyApp Ltd. You accept it once, when you create your account.

1. Who we are

Handy is run by HandyApp Ltd, a company registered in England and Wales, company number 17153591, registered office 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE. "We", "us" and "Handy" mean HandyApp Ltd. "You" means the person using Handy for their own tax affairs.

This part covers your account, how we match you with an accountant, how payments work and what we are responsible for. Part 2 covers the work on your return, which is between you and your accountant.

2. What Handy is, and what it isn't

• Handy is a platform. We match you with an independent accountant or accounting firm, and give you both the tools to work on your return: tasks, documents, messages, invoices and payments.
• Who does what. Your accountant supplies the tax service: they prepare your return, advise you and lodge it. Handy supplies matching, the software and payment administration. Complaints about the tax work are for your accountant; that doesn't limit our responsibility for our own service.
• Every accountant on Handy acts in the course of their business, so the consumer protections for buying a service from a business apply to their work for you.
• The refund rules in Part 2 are terms your accountant has agreed to use. Handy administers them; it doesn't decide anyone's legal liability.
• We don't give tax advice. Nothing we say on Handy is tax advice.
• We are not a party to the agreement between you and your accountant (Part 2), and we never hold the money you pay for your return (section 6).

3. Your account

• You must be 18 or over to use Handy.
• You need an account to use Handy, except to pay an invoice from a link your accountant sends you. Give us accurate details and keep them up to date.
• Keep your login safe, and tell us at support@handyapp.ai if you think someone else has used it.

You can close your account at any time in Settings, except while a return you've paid for, or one your accountant bills you for directly, is still open, or while your card is held, a payment is still going through, or an invoice is unpaid. Cancel a return you've paid for first (Part 2, section 15 applies), or wait until it's finished. For a return your accountant bills you for directly, ask them to finish or close it first. Any return you haven't paid for is withdrawn when you close your account. After you close it, your accountant, and the owners and admins of their firm, keep read-only access to the returns they worked on for you, as their record-keeping rules require.

4. How matching works

• You answer a questionnaire about your tax affairs.
• Matching is automatic: software picks your accountant, without a person choosing. It considers the country you file in, the services your return needs, your budget and other preferences you set, the accountant's availability, capacity and prices, a shared language, whether they also cover the other countries you file in, whether you've worked with them before, and their record on Handy: ratings from clients, filing on time, and returns they took on and finished. Our privacy policy lists the decisions Handy's software makes on its own. A match means the accountant can take your return; it isn't advice about which accountant is best for you.
• Before you accept your accountant's terms, you see their full name, their firm or business name, business address, email address, professional registration number, credential, years in practice, countries, languages and their full price.
• You can ask to see someone else up to twice for each return, before you pay. You see one accountant at a time, and you can't go back to one you've passed. If nobody else fits, you keep the accountant you have. For any other change, contact support.
• If Handy support moves your return to a different accountant before you've accepted any accountant's terms, your price may change to the new accountant's. We tell you the new accountant and the new price, in Handy and by email, before you pay. Once you've accepted terms, or your card is held, the price stays the same.
• If you come back the next year, we offer you the same accountant first. You can ask for a different one instead.
• If you named your own accountant when you signed up, we connect you with them instead of matching you.

5. Prices and Handy's fee

• Your accountant sets their own price. The price you see is the full price for your return, including any GST or VAT your accountant charges.
• Handy's fee comes out of your accountant's price. You pay nothing on top, and there is no separate Handy fee to you.
• If your return needs more work than your answers described, your accountant can propose a new price through Handy (Part 2, section 12).

6. How payments work

• You pay your accountant directly. Payments are processed by Stripe on your accountant's own Stripe account. HandyApp Ltd never receives or holds the money you pay for your return.
• Stripe takes Handy's fee from your accountant's share at the moment you pay. It doesn't change what you pay.
• When you accept your accountant's terms, your card is held for the full price. It is charged when your accountant confirms your return, or after 12 hours from the match, whichever comes first. If either has already happened when you accept, your card is charged straight away. The screen where you enter your card tells you which applies (Part 2, section 13).
• Refunds go back to your card from your accountant's Stripe account.
• Your card details go to Stripe, not to us.

7. Your data

• How we handle your personal data is in our privacy policy at handyapp.ai/privacy.
• Your accountant uses Handy to hold your information for your return. Part 2 asks your consent to that for each return (section 18).
• Your tax file number, National Insurance number and UTR follow stricter rules (Part 2, section 18).
• What moves to a new accountant, and what stays, is in Part 2, section 17.

8. What we're responsible for

• We provide Handy with reasonable care and skill.
• We are not responsible for the tax work, advice or lodgement your accountant provides. Your accountant is, under Part 2.
• We are responsible for foreseeable loss we cause by breaking this part or by failing to use reasonable care. We are not responsible for business losses.
• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, for loss we cause deliberately, or for anything else the law doesn't allow us to limit.
• Our total liability to you is limited to the greater of the total price of the returns affected, or £1,000,000. This limit covers Handy's own service only, and doesn't apply to the consumer guarantees under the Australian Consumer Law.

9. Changes to these terms

• We may change Part 1 only for one of these reasons: a change in the law or a regulator's guidance, a new or changed feature, security, or fixing an error.
• We'll email you at least 30 days before a change, and you can close your account before it takes effect. A change the law requires can apply sooner. A change never applies to a return you've already paid for.
• Part 2 is accepted for each return. A new version of Part 2 applies only to returns where you accept it. A return you've already paid for stays on the version you accepted.

10. Complaints and the law that applies

• Complaints about Handy go to support@handyapp.ai. We acknowledge within 2 business days and give you a final answer within 14 days.
• If we can't resolve your complaint, our final answer says so, tells you about any dispute-resolution arrangement available to you, and whether taking part is required or voluntary.
• Complaints about your accountant's work are for your accountant under Part 2. Tell us too, so we can help.
• If you live in the UK or the EU, these terms are governed by the law of England and Wales; you keep the protection of the mandatory laws where you live, and can bring a claim in your local courts. If you live in Australia, nothing in these terms excludes the Australian Consumer Law or any other Australian law that can't be excluded, and you can bring a claim in Australia.

This part is the agreement between you and your accountant for one return. Every accountant on Handy has agreed with HandyApp Ltd to use it for returns that come through Handy. You accept it for each return, and again if your return moves to a new accountant. HandyApp Ltd is not a party to this part.

11. Who you're contracting with

• Your contract for the return is with your accountant's business: the firm they work in, or the accountant themselves if they work alone.
• Before you accept this part, you see your accountant's full name, their firm or business name, business address, email address and professional registration number. Your engagement letter repeats them and adds the detail of the work.

12. What your price covers, and when it changes

• Your price covers the return described by your questionnaire answers, for the country and tax year shown.
• If your affairs need more work than your answers described, your accountant proposes a new price in Handy, as a specific addition, such as another kind of income or another property, priced from their own rates. You see what it adds before you decide. You can accept it, discuss it, or decline it.
• If you accept, the difference is charged to your card.
• If you decline before your return is lodged, the return ends, because an accountant can't lodge a return they know is incomplete. What comes back depends on how far the return got (section 15). If it has already been lodged, declining leaves it as it is, and Handy support reviews any refund request.
• If the work turns out smaller than your answers described, the difference comes back to you in full.
• Extra work on your return is only ever priced through Handy. Your accountant won't invoice you for it separately.

13. When your card is held and charged

• When you accept your accountant's terms, you enter your card. Before you do, we tell you whether it will be held or charged straight away.
• Your card is held for the full price, and nothing is taken yet, unless your accountant has already confirmed your return or 12 hours have passed since the match. In those two cases it is charged when you accept.
• A held card is charged when your accountant confirms your return, or after 12 hours from the match, whichever comes first. If Handy support assigns your accountant, the 12 hours run from that assignment.
• If you cancel before the charge, the hold is released and nothing is taken.
• If your accountant hands your return back before the charge, the hold is released and you can be matched with someone else.
• If your accountant hands your return back and we can't match you with someone else, nothing is taken from your card. Handy support tells you what happens next.

14. Your right to cancel within 14 days (UK and EU)

• If you're a consumer in the UK or the EU, you can cancel within 14 days of accepting this part, without giving a reason.
• Your accountant starts work within those 14 days only if you ask them to, by ticking an unticked box at checkout. You also confirm, separately, that you understand you lose the right to cancel once the whole service has been provided.
• If you cancel within the 14 days after asking them to start, you pay for the work your accountant has actually done, as they document it, and never more than the share in section 15 for the stage your return has reached.
• Once the whole service has been provided, you can no longer cancel.

15. Cancelling mid-work: what comes back

If you cancel after your card is charged, or decline a new price, what comes back depends on the stage your return has reached.

• The 80% share applies only if a draft was actually delivered to you. If not, the 50% share applies.
• These shares are payment for work your accountant has completed. They aren't a cancellation fee or a deposit.
• Every scheduled refund comes with a breakdown: the stage your return reached and the evidence for it.
• Percentages apply to what you paid, less anything already refunded to you. Any GST or VAT comes back in the same proportion.
• If you're cancelling within your 14-day right, section 14 decides the amount instead.
• Every refund comes with a credit note, adjustment note or other refund document from your accountant, as applicable.
• Before your return is lodged, your accountant can choose to refund you more than this schedule. After it's lodged, Handy support reviews any refund request.

16. When everything comes back

You get back everything you paid if, after your card is charged:

• your accountant can't continue for a reason on their side, such as illness, or because the law or a professional rule requires them to stop, or Handy releases them, or a platform failure stops the work; or
• your accountant was at fault.

If the work turns out smaller than your answers described, the difference comes back in full (section 12). If your accountant stops because your conduct seriously gets in the way of the work, such as abuse, repeatedly not cooperating, or hiding something that creates a conflict, it's treated as you cancelling, and section 15 applies. Your accountant first warns you and gives you a chance to put it right, unless that would be unsafe or unlawful. Handy support decides, and can change the outcome if your accountant contributed to the problem.

Deciding fault. Your accountant has agreed that Handy support applies this list to decide refunds under this part. It decides the refund only, not anyone's legal liability. Fault means:

• they missed the legal deadline although you had given them everything they asked for in time;
• they lodged your return without your approval;
• they lodged a return they knew was incomplete;
• their credential lapsed or turned out to be invalid;
• they didn't respond to you for 10 business days;
• they had a conflict of interest they didn't tell you about.

Handy support emails you and your accountant the decision and its reasons. Either of you can ask once, with evidence, within 7 days of that email, for the decision to be looked at again, and we tell you both the outcome. You keep your rights by law, your card issuer's chargeback process, and the right to complain to your accountant's professional body or, in Australia, the Tax Practitioners Board.

17. Changing accountant

• To change accountant after you've paid, ask Handy support at support@handyapp.ai. Your request starts the change; nothing moves until you confirm it separately, as described below.
• What comes back follows section 15, unless your accountant was at fault. Then everything comes back.
• A payment belongs to the business you paid. Your first accountant keeps their share under section 15. Your new accountant charges you their own price, under a new acceptance of this part.

What moves with your return:

Before anything moves, we show you your current and your new accountant, what will move and what won't, and that your data is stored in Ireland, and ask you to confirm. We keep a dated record of your confirmation. For Australian clients, that confirmation is your written authority for your records to pass to your new accountant.

18. Your information and your tax identifiers

By accepting this part, you agree that your accountant may hold your information for your return on Handy, a platform run by HandyApp Ltd in the UK, with your data stored in Ireland.

Your tax identifiers are your Australian tax file number (TFN), and your UK National Insurance number and Unique Taxpayer Reference (UTR).

• Your accountant may ask for your identifier as a task once you've accepted their terms. You choose whether to give it, and saving it records your agreement to share it with that accountant. You can also tell them you don't have one, or that you'd rather give it another way.
• Tax file number: your accountant asks for it under the Taxation Administration Act 1953, because they act for you in your tax affairs, and uses it only to prepare and lodge your tax return and deal with the Australian Taxation Office for you. You're giving it to your accountant: Handy only stores it securely for them. You don't have to give it, and it isn't an offence not to. If you don't give it to your accountant at all, they may not be able to lodge your return online for you, and your assessment may be delayed.
• Your identifier is held for your accountant's work on your returns and for nothing else. Handy doesn't use it.
• Your identifier is encrypted. Only you, and an accountant you agreed to share it with, can reveal it: while they work on your return, and for 30 days after it's filed or closed. Every reveal is recorded, and you can see who opened it and when. No Handy screen, tool or export shows it to Handy staff.
• It's deleted 30 days after your last return in that country is filed or closed, straight away if you delete it yourself, or within a day of your closing your account, so you'll give it again for next year's return. A tax file number is also deleted within a day of the last accountant you shared it with losing access to it, for example after you change accountant. Your accountant keeps their own record of it, under their professional rules: Handy's copy is a secure way to hand it to them, not that record.
• Please don't send a tax identifier in a message: give it through the tax-identifier task your accountant sends you. Cross out your TFN on documents before uploading them. Handy asks you to check a message that looks like it contains a TFN before it's sent.

19. Your part

• Give your accountant complete and accurate information, and answer their tasks on time.
• Review your return and confirm the declaration before your accountant lodges it.
• You remain responsible for your own tax affairs, including paying any tax due. Your accountant is responsible for the work they do.

20. Your rights by law

• Nothing in this part removes rights you have by law. In the UK, your accountant must do the work with reasonable care and skill. In Australia, the consumer guarantees under the Australian Consumer Law apply and can't be excluded.
• If the work fails an Australian consumer guarantee, your remedy is decided under the Australian Consumer Law, not by the schedule in section 15.
• The refunds in sections 15 to 17 come on top of those rights, not instead of them.

21. When this part doesn't apply

This part doesn't apply if your accountant added you to Handy themselves, or if you named your own accountant when you signed up. Their own terms apply instead, Handy's refund schedule doesn't, and we tell you so before you accept their invitation.

22. Which version applies

• Each return follows the version of this part you accepted for it, with that accountant.
• A return paid before 1 November 2026 keeps the terms in force when it was paid.