Complaint
Unclear scope: work assumed to be included is charged separately later
In the reported cases the quote comes as a single total; it does not say which tasks are included and which will be charged separately. When the customer asks for a task they assumed was part of the package, they are told it is out of scope and costs extra. A customer who asks for the scope in writing up front gets general answers. (Opinion: a quote that does not state the scope leaves the door open to every later surcharge; a professional provider writes down what is included from the start.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- The quote only says “accounting”; returns and the annual report are not listed.
- A separate fee is later requested for work you thought was included.
- No transaction limit is written down.
Questions to ask the provider
- Which returns are included in the package, and is the annual report included?
- Up to how many transactions does this fee apply, and how is the rest charged?
- Do you tell me in advance if a task falls outside the scope?
What to do about this type of complaint
Before paying in advance, ask for scope, term, refund and termination terms in one written document; invoices and e-mails are not a contract. Know that you can change the contact person and legal address in the register yourself when needed; get the exit plan in writing at the start.
Related guide sections:
- Company formation › Before you pay: check the provider’s public record
- Choosing an accountant › 4–7: Contract, scope, refund and price rule
- File your own report › Changing the contact person and legal address in the register
- Where to complain › First: keep records, send a formal notice, separate accounts
Similar complaints
- Global Estonia gives no refund terms: full prepayment, no written refund conditions
- An exit fee for leaving: transfer of the contact person and release of documents made conditional on payment
- Global Estonia gives no contract: nothing in writing, no breakdown, no clear counterparty
- The same return is refused this time with documents accepted before