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Terms & Conditions - Use of Services
Created by: Tanya Hilts
Change/Effective Date: September 17,2025
At Cloud Business Services, we believe in transparency and clear communication. This page provides access to our current Terms & Conditions, as well as an archive of previous versions for reference.
We will always notify you in writing when significant updates are made. Continued use of our services confirms your acceptance of the current Terms & Conditions in effect.
If you have any questions about these terms, please feel free to contact us — we’re happy to clarify anything for you.
Please note: this is our current version only.
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Client Acknowledgment:
By signing this agreement, submitting onboarding documents, or continuing to use our services, you agree to the Terms & Conditions set out below.
1. Our Working Relationship
What We Need From You:
- Accurate and complete information for your bookkeeping records
- All necessary documents within agreed timeframes
- All business income and expense information
- Prompt notification of any concerns
Your Responsibilities:
- You are responsible for the accuracy of your financial statements
- You must review your bank statements and notify us of any concerns
- You must provide information well before deadlines
- You are responsible for ensuring all expenses are legitimate business expenses
- It remains your responsibility to review and approve final filings prior to submission to CRA.
What We’ll Do:
- Keep accurate records of your transactions
- Ask for additional information when needed
- Document important information about your accounts
- Maintain professional standards in all our work
1A. Client Best Practices Handbook
Client Best Practices Handbook
The Client Best Practices Handbook forms an appendix to these Terms & Conditions and is incorporated herein by reference. By engaging Cloud Business Services, you agree to follow the procedures, workflows, and expectations outlined in the handbook as part of your service agreement.
The handbook provides operational guidelines that support the delivery of our services, including but not limited to:
- Document submission requirements
- Software and tool usage
- Reporting schedules and formats
- Communication protocols
The handbook may be updated from time to time to reflect changes in technology, workflows, or regulatory requirements. Any such updates will be provided to you in writing through your Financial Cents portal or by email. Continued use of our services after receiving notice of an update will constitute acceptance of the revised handbook.
In the event of any inconsistency between the Terms & Conditions and the handbook, the Terms & Conditions will prevail.
View Client Best Practices Handbook here
View Client Best Practices handbook: Payroll Edition here
2. Our Service Standards
We will:
- Strive to complete monthly book closures by the 15th of the following month (for full-service bookkeeping clients), contingent upon timely receipt of all required documentation.
- Maintain high accuracy in our work.
- Correct any errors promptly once identified, and will explain corrections in writing.
- Take steps to prevent similar errors from occurring in the future.
- Notify you if any required documentation is missing or incomplete.
- Provide detailed management reports on a quarterly basis, following a thorough manual review for accuracy and insight. Monthly reports can be set up upon request, but these will be automated directly from QuickBooks Online and will not include manual verification.
Important Note:
- Support plan clients who self-manage their books and operate on their own closing schedule, with our oversight and guidance.
- Meeting deadlines depends on receiving complete, timely, and accurate documentation from you.
- Delays in receiving documentation will result in delays in completing the work.
- We are not responsible for missed deadlines due to late or incomplete documentation.
3. How We'll Communicate
Business Hours:
- Monday to Thursday, 9:30 AM to 4:30 PM EST
- We observe all statutory and provincial holidays.
- We are closed annually from December 23 through January 3.
- Other holiday closures will be communicated with a minimum of 14 days’ notice through Financial Cents.
Response Times:
- Our response times are based on the nature and urgency of the request.
- As we work on your file weekly, responses will generally occur on your scheduled workday.
- For time-sensitive matters (such as payroll), these will be prioritised and responded to within two (2) business days.
- Clients are asked to plan ahead and provide a minimum of two (2) business days’ notice for items requiring prioritisation, to ensure we can accommodate deadlines in a timely manner.
- If a request does not require immediate attention, it will be addressed during the next scheduled workday on your file.
Important Note:
With the exception of payroll-related matters, there are no bookkeeping emergencies. All other matters will be handled within the standard response time frame according to your selected support plan.
Communication Channels and Priority:
Document Submission:
Primary: Dext
- Use for all standard document submissions
- Follow Dext guidelines for acceptable formats
Financial Cents:
- Use for documents rejected in Dext, Excel files, and other exceptions as specified by our team
Communication Channels:
Financial Cents:
- Use for all regular communications
- Submit special document requests
- Fastest response time
Phone/Text: 613-480-5024
- We do not answer the phone when in client meetings or in the middle of deep work.
- If you call, please ensure you leave a message — we check voicemail and texts daily.
Email (support@mycbs.ca):
- Email is checked 2–3 times per week.
- Please notify us through Financial Cents before sending emails.
- Use only for: forwarded correspondence, introduction emails, or when specifically requested by our team.
- Emails sent without Financial Cents notification may experience delays.
- Direct emails to staff members will not be monitored, as personal staff emails are for system authentication only.
Meetings & No Show Policy:
- Wednesdays and Thursdays are our dedicated client meeting days.
- Meetings can be booked through your Financial Cents portal booking link.
- This structure ensures dedicated time for file processing and deliverables throughout the week.
- Meetings will begin and end at the scheduled time, and will not run over to accommodate late arrivals or tech issues.
- If you are unable to attend, please cancel or reschedule before the meeting start time through your booking link.
- If no notice is given and you do not join the call, the meeting will be considered a no-show. In this case, a fee equal to the cost of the reserved time will apply.
- We will always wait up to 15 minutes before disconnecting from the call.
- As a courtesy, the no-show fee will be waived once per client. After that, the fee applies to any future missed meetings without prior notice.
4. Professional Conduct and Working Environment
Our Commitment:
- Maintain mutual respect
- Uphold professional courtesy
- Ensure productive collaboration
- Provide constructive communication
Unacceptable Behaviour Includes:
- Disrespectful language or gestures
- Derogatory comments
- Hostile or condescending communication
- Rude or dismissive actions
- Excessive demands
- Uncooperative conduct
- Continuous meeting cancellations
- Failure to meet agreed timelines
Severe Behaviour Includes:
- Verbal abuse
- Threats
- Discrimination
- Creating a hostile work environment
- Actions that undermine our team
- Behaviour that prevents service delivery
Our Response:
- First occurrence (non-severe): written warning and opportunity to remedy
- Repeated occurrences may result in immediate termination
- Severe behaviour: immediate termination without a remedy option
If Termination is Required:
- All work will be provided 'as is' within 10 days
- Final deliverables will be prepared for transition
- No refunds will be issued for the current period
- Services will cease immediately
Important Note:
We reserve the right to determine the severity of behaviour based on:
- Team member feedback
- Specific circumstances
- Review of all communications
- Impact on service delivery
5. Compliance and Professional Standards
Documentation and Accuracy Responsibilities:
Full-Service Bookkeeping Clients:
You must provide all receipts and supporting documentation, which must include:
- What was purchased
- When it was purchased
- Who you bought it from
- Supplier’s GST/HST number
- Total amount paid
- GST/HST amount
Support Plan, Consulting, and Tax-Only Clients:
- Responsible for maintaining their own documentation
- Accountable for the accuracy of their financial records
- Responsible for their own audit protection
- Our services are advisory in nature and do not include verification of source documents
Professional Standards We Follow:
- Canada Revenue Agency (CRA) requirements and guidelines
- CPB Canada (Certified Professional Bookkeeper) standards
- Industry best practices
- Privacy and data protection laws (PIPEDA)
Audit Support (Full-Service Bookkeeping Clients Only):
- All work is completed in accordance with CRA audit standards
- Documentation is required to support all audit-protected transactions
- Records are maintained to meet CRA requirements
- Systems and processes are designed to support compliance and withstand CRA scrutiny
- While we take every reasonable step to ensure audit readiness, we cannot guarantee how CRA may interpret individual cases or apply changes to their audit practices
- We are not liable for outcomes resulting from CRA decisions, interpretations, or changes to legislation or policy that may affect past filings
- We will handle CRA reviews and audits at no additional charge, provided the client has followed our recommendations and bookkeeping practices
- CRA reviews include standard desk reviews, limited scope reviews, and audits. We will assist with all such reviews within the scope of the bookkeeping engagement
- Any work required beyond the original scope of the review, or due to missing, incomplete, or non-compliant client records, may be subject to additional fees (discussed in advance)
- The client remains responsible for notifying us of any CRA correspondence received and for responding to CRA requests in a timely manner. Failure to do so may impact our ability to assist
- Audit support applies only to periods for which we have completed the bookkeeping under this engagement. We are not responsible for periods prior to our engagement unless separately agreed upon
Cross-Provincial Work:
- Additional rules may apply for other provinces
- We will notify you of provincial requirements
- Extra fees may apply for multi-province compliance
Important:
- Without proper receipts, you cannot claim GST/HST ITCs (Input Tax Credits) or expenses
- CRA may deny expenses without proper documentation
- We will need your written approval for how to handle incomplete receipts
- Proper documentation is crucial for effective audit support
6. Services and Pricing
Your fee is customised based on your specific needs. Here’s what you need to know about pricing:
Price Changes:
- Prices are reviewed regularly
- Minimum annual increase: 5% to cover increasing costs
- Additional increases may happen if:
- Your business volume grows
- Services become more complex
- You need additional services
How We’ll Tell You About Price Changes:
- Monthly service clients will receive at least 30 days' notice
- Notice will be provided through:
- Your Financial Cents account, and
- Your regular invoice
- Tax preparation clients will receive our current pricing list prior to tax season/document submission
- Consulting and project-based clients will be provided with current rates at the time of engagement
Your Response to Price Changes:
- If you have concerns:
- Monthly clients — contact us within the 30-day notice period
- Tax preparation or consulting clients — do not submit work for us to complete
- If we don’t hear from you, we will assume you accept the new price
- Monthly clients — new prices will start on the date shown in your notice
All prices are subject to GST/HST and applicable taxes.
7. Additional Work Beyond Regular Services
Sometimes we may need to do extra work beyond your regular service package, such as:
- Assisting with CRA audits or reviews
- Preparing special financial reports
- Assisting with loan applications
- Handling unexpected or time-sensitive client requests
When this happens:
- We will discuss the additional cost with you in advance
- You will receive a separate agreement (or change order) for this work
- We will bill this work separately from your regular service fees
8. Out of Scope Work
Our service agreements cover specific, agreed-upon tasks. Additional services outside of scope will be quoted separately and include (but are not limited to):
- Third-Party App Integrations:
- New software connections require prior review and may affect service fees
- Government Agency Audits:
- CRA audit preparation and response beyond what is included in audit support
- Financial Statement Audits or Compilations
- Special Projects:
- System implementations
- Process restructuring
- Legal Proceeding Support:
- Documentation or testimony
- Personal and Corporate Tax Returns
- Transaction Recategorization:
- Changes after initial processing
- Consulting Beyond Agreed Scope
Transaction Recategorization:
- Our single-touch policy means that corrections to previously categorised transactions will be considered out of scope. This includes:
- Changes to categories we have already processed
- Corrections to entries made by your team
- Any rework of completed transaction classifications
Process for Out-of-Scope Work:
- Requires prior written approval
- Additional services will be quoted separately
- Work begins only after client authorisation
- Separate invoicing applies to all out-of-scope tasks
Note:
To maintain efficiency and cost-effectiveness, please discuss any potential scope changes with us before implementation.
9. Getting Started With Our Services
Initial Setup Fee:
- Standard fee: $2,500.00
- This fee covers:
- Setting up your systems
- Learning about your business
- Creating your customised processes
- Weekly meetings during setup period
- Training and system setup
- If charged hourly, this setup would typically cost more.
Fee Waiver Terms:
- The setup fee is waived with a 12-month service commitment.
If you leave early:
- Within 6 months: you will be invoiced for the full $2,500.00
- Between 6–12 months: you will be invoiced for $1,250.00
Setup Process:
- Typically takes 90 days
- Requires your active participation (including document collection, approvals, and attendance at scheduled meetings)
10. Payments and Payment Terms
Payment Processing:
- All payments are processed via pre-authorised debit
- You may choose either the 1st or 15th of each month for processing
- Your selected payment date is fixed unless changed in writing
- A minimum of 6 business days’ notice is required to change your payment date
Returned Payments:
- NSF fee of $75.00 will be charged for any returned payment (due to insufficient funds, stopped payments, closed accounts, -or any other reason)
- The original invoice amount plus NSF fee will be reprocessed
- Multiple NSF instances may result in a requirement for a retainer
Payment Terms:
- Payment is due in advance of services being provided
- Late payments: $25 fee per month after 30 days overdue
- We reserve the right to pause services if payment is late
- Alternative payment methods require our prior approval and may incur additional fees
Dispute Period:
- You have 30 days to question any charges
- Undisputed charges will be considered correct
- All services are deemed properly performed unless disputed within this period
Refunds on Termination:
- Payments are based on full billing cycles and are non-refundable once a cycle has begun. If notice is given partway through a billing cycle, no prorated refunds or credits will be issued for unused days. For example, if your billing date is the 15th of the month and you provide notice on August 7, the payment due on August 15 will be processed in full and will cover services through September 14, even if services end earlier.
No Show Terms:
- If a client does not attend a scheduled meeting and does not give adequate notice (as defined in the Meetings & No-Show Policy), a fee equal to the cost of the reserved time will be charged.
- A one-time waiver is offered as a courtesy; after that, the fee applies fully for any future missed meetings without notice.
- Invoices for no-show fees must be paid promptly. We reserve the right to suspend or cancel any future meetings if a no-show fee invoice remains unpaid.
11. Record Keeping
We Keep Records For:
- Financial documents: 7 years
- Emails and messages: 3 years
- Contracts: 7 years after they end
Accessing Old Records:
- Current clients: no extra charge for record requests
- Former clients: an administrative fee applies
- Standard processing time for record requests: 5 business days
12. Software, Data, and Intellectual Property
Software Access & Use:
- We provide access to the necessary platforms for bookkeeping and financial reporting
- We use internal tools and systems to ensure accuracy, efficiency, and consistency
- Training is offered as part of the setup and onboarding
Software Ownership:
- Software licences we purchase remain our property
- Upon termination of services, and if no balance is owed:
- Subscriptions (QuickBooks Online, Dext, payroll software) will be transferred to your control
- You will assume billing
- Wholesale discounts provided through us will not transfer
- Our custom reports and rules that were implemented for our processes may be removed
Your Digital Access:
- Secure access is provided for your financial records
- You are responsible for maintaining secure internet access
- You must protect your login credentials and access codes
Data Residency:
- We store data on Canadian or European servers whenever possible
- Clients may request further details on our data residency policies
Intellectual Property:
- Your financial data belongs to you
- Our internal systems, processes, and methods remain our property
- All proprietary materials — including checklists, templates, and training materials — remain the property of Cloud Business Services and are for internal client use only.
- Clients may not share, distribute, or resell these materials without written permission
- You may not copy or share our proprietary methods
- Upon termination, your financial data will be provided to you in standard formats (QuickBooks export, Excel, PDF as applicable)
13. Security, Privacy, and Confidentiality
We protect your information by following:
- Canadian privacy law (PIPEDA)
- CRA confidentiality guidelines
- CPB Canada privacy standards
- Industry best practices for security
Security Measures:
- Data stored on encrypted Canadian or European-based servers whenever possible
- Regular security checks and secure backups
- Two-factor authentication where applicable
Your Security Responsibilities:
- Keep your passwords private
- Use strong passwords and two-factor authentication
- Change passwords regularly (every 90 days recommended)
- Notify us immediately of any suspected breach or unauthorised access
Privacy Protection:
- We keep your personal, employee, and third-party information confidential
- You are responsible for ensuring your employees and third parties are aware that we have access to their information where required
- You must comply with all applicable privacy laws for your business
Security Incidents:
- We will notify you of any known breach within 24 hours
- We will advise what happened, actions taken, and any follow-up needed
14. Legal Terms and Conditions
Governing Law:
- This agreement is governed by Ontario law
- All disputes will be resolved in Ontario courts
- Claims must be made within 2 years
- Maximum claim amount: one month’s service fee
- This limit does not apply to claims for fraud or intentional harm, where applicable
Legal Protections:
- We are not responsible for issues caused by incorrect or incomplete information provided by the client
- We are not responsible for different interpretations of tax laws, CRA guideline changes, or CRA rulings that differ from our - professional interpretation — although we strive to apply the most accurate and current understanding at the time of work-
- We do not guarantee any outcome or specific result from CRA audits or reviews
- The client remains responsible for responding to CRA within any required deadlines
- We do not guarantee that your books will be 100% error-free
- We are not responsible for errors or delays caused by third-party services, apps, platforms, or software beyond our control
- We are not liable for any indirect, consequential, or incidental damages, including but not limited to lost profits, tax penalties, or loss of business opportunities
- We do not represent clients in formal CRA appeals or Tax Court matters unless specifically engaged and authorised in writing
- Confidentiality obligations apply to all services provided
- The client remains responsible for the final approval and submission of tax filings or reports to CRA
Legal Advice:
- Clients are advised to seek their own legal advice before signing any service agreement or accepting these Terms & Conditions
15. Working With Our Team
Non-Solicitation:
- You agree not to hire or engage any employee or contractor of Cloud Business Services for a period of 24 months after the end of our engagement
- If you do hire or engage our staff or contractors during this period, you agree to pay either:
- $10,000, or
- Two years' worth of your average monthly invoices (whichever is greater)
Business Relationship:
- Our relationship with you is as an independent contractor
- This agreement does not make us your employee
- This agreement does not create a partnership, joint venture, or similar relationship
- We may provide services to other clients at the same time
16. Service Changes and Termination
Making Service Changes:
- You may request service changes at any time
- All changes must be agreed to in writing
- New services may affect your pricing
- Service reductions require 30 days’ written notice
Temporary Service Changes (Pauses):
- You may temporarily pause services with written notice
- Minimum pause period: 30 days
- Maximum pause period: 90 days
- Regular fees apply when services resume
- Additional fees may apply for processing any work accumulated while services were paused (may include a surcharge)
Ending Services:
- 30 days’ written notice is required to terminate services
- Email notice is acceptable
- Any outstanding amounts must be paid in full within 10 days of termination
- You must revoke our access to all relevant software and accounts upon termination
- Notice is based on one full billing cycle. This means if notice is provided partway through a billing cycle, no prorated refunds or partial credits will be issued for that cycle. For example, if your billing date is the 15th of the month and you provide notice on August 7, the payment due on August 15 will be processed in full, covering services through September 14. Services may cease on the effective termination date you request, but the final payment will not be adjusted or refunded.
We Will Provide Upon Termination:
- A list of any unfinished work
- One (1) hour of transition assistance at no extra charge
- Additional transition services available upon request (at our current consulting rates)
Business Changes:
- We cannot transfer our services without your written approval
- You may not transfer this agreement to another business
- In the event of a business sale or merger, a new agreement will be required
- If you sell your business, we will work with the new owners if requested, under a new agreement
Important Note:
- We will provide a list of filing dates and deadlines for any unfinished matters
- You remain responsible for completing or filing any required government forms by their due dates after termination of our services
- We are not responsible for missed deadlines or penalties that occur after termination
17. Insurance and Professional Liability
Our Coverage:
- Cloud Business Services maintains professional liability (errors & omissions) insurance
- Coverage meets industry standards for Canadian bookkeeping firms
- This coverage protects both our services and your interests as our client
Your Insurance:
- You should maintain appropriate business insurance for your company
- You are responsible for ensuring that your insurance covers your own industry requirements and risks
- Please notify us if your business or industry requires us to hold any additional specific insurance coverage — we are happy to review such requirements with you
18. Unexpected Events
We are not responsible for delays or disruptions caused by events beyond our control, including but not limited to:
- Natural disasters (fires, floods, storms, earthquakes, etc.)
- Pandemics or public health emergencies
- Government actions or shutdowns
- Power outages or internet disruptions
- Supply chain disruptions affecting software providers
- Other force majeure events that could not be reasonably anticipated or prevented
Important Notes:
- In the event of such disruptions, we will communicate with you as soon as possible and do our best to minimise delays
- We cannot guarantee uninterrupted service during such events
19. Agreement Changes and Validity
Changes to Terms:
- We will provide 30 days’ written notice of any changes to these Terms & Conditions
- If you do not agree with the changes, you may cancel your services before the changes take effect
- Continued use of our services after changes take effect will be considered acceptance of the updated Terms & Conditions
Agreement Validity:
- This agreement reflects the full understanding between Cloud Business Services and you, the client, and replaces any prior agreements
- If any part of this agreement is found to be invalid or unenforceable, the remaining sections will continue in full force
- Any invalid sections will be replaced with legal alternatives that reflect the original intent of this agreement
- All historical versions of our Terms & Conditions will be available at any time on our website and within your client portal (Financial Cents) for reference
- In the event of any discrepancy between the Terms & Conditions in your signed agreement and those published on our website, the website version will be considered the current, accurate, and enforceable version.