TaxDome’s Customer Success Team is dedicated to providing exceptional support through various channels suited to meet the unique needs of our clients. Our goal is to facilitate seamless, efficient and timely collaboration between our clients and our customer success team. 

Our commitment to offer the best service possible requires a collaborative effort. To that end, effective communication is paramount. This document outlines our terms and conditions for customer support, including expectations, feedback, and policies on no-shows and cancellations. 

1. Service expectations 

Our customer success team will work diligently to help you get started, learn TaxDome functionality, and address your questions and concerns. We ensure a personalized and efficient support experience for all firms, tailoring specific channels to firms based on their subscription plan and the number of users. As such, the customer support we offer includes:

• 1-on-1 sessions with the team representatives (for firms with more than one annual licence)
• Ability to chat with our customer success team
• A dedicated inbox for the customer success team with response time of less than 24 hours
• A comprehensive and continuously updated help section
• Educational resources such as product webinars, video tutorials, articles 
• Interactive courses and quizzes in TaxDome Academy
• Live online follow-along workshops 

2. Mutual respect

We treat our customers with respect and kindly request the same in return. We expect our customers to engage with our support team in a mutually polite and respectful manner at all times.

We encourage you to show respect and kindness to our team members who are committed to assisting you: refrain from engaging in any behavior that could be considered rude, offensive, abusive or otherwise inappropriate towards our team. This includes but is not limited to the use of offensive language, personal attacks or any form of harassment.

If a customer has violated the above, we reserve the right to take appropriate action. Such action may include, but is not limited to:

• Temporarily or permanently restricting the customer’s access to support services
• Discontinuing the customer’s subscription and any associated services, without a refund or compensation

Please note that TaxDome’s assessment of potentially inappropriate behavior is going to be based on a judgment call. TaxDome reserves the right to make this judgment call following a thorough evaluation of each particular incident.

3. Cancellation policy

We offer a number of assistance services, such as implementation sessions and quick assists, that involve booking a specific time slot. If you book a 1:1 time slot, nobody else can attend that session. It is, by definition, a time slot that only you can attend.

To help you remember your appointment, TaxDome will send an email reminder 2 days, 24 hours, and 1 hour ahead of your appointment, as well as a reminder via text message 30 minutes before.

If unforeseen changes to your schedule prevent you from making your appointment, we request that you let us know at least 24 hours in advance. You can:

• Reschedule — you can simply click Change in the email confirmation or any of the subsequent reminders
• Reach out to us via email if you need help rescheduling
• Cancel your appointment — click Cancel in the email confirmation or any of the subsequent reminders, or contact us

Rescheduling or canceling helps our customer success team accommodate other users just like you who may be waiting for appointments.

By scheduling an appointment with TaxDome, you acknowledge and agree that providing at least 24 hours’ notice before the appointment is essential. Rescheduling or canceling an appointment less than 24 hours in advance is considered to be a no-show.

4. No-show policy

To provide the best service to our clients, we request that you keep your scheduled sessions. If you must reschedule or cancel, please provide a 24 hours’ notice. Multiple instances of no-shows within 12 months may result in a reduction in support.

In addition, if there is an interruption during a session from your end that lasts more than five minutes without a response, we may need to cancel the session and recommend rescheduling.

In cases where a customer has violated our no-show policy, TaxDome retains the right to take appropriate action:

• After the first no-show, the customer will receive a warning
• If a second no-show occurs within 12 months of the initial incident,  the third support session may carry a fee or be available for scheduling no earlier than six months after the no-show event

5. Feedback and improvement

At TaxDome, we are dedicated to continually improving our product and services. Your feedback helps us improve, and we encourage you to share your insights.

By using the services of our support team, you acknowledge and agree to abide by these terms and conditions. 

We genuinely appreciate your understanding and partnership. Our mission is to support your journey with the utmost dedication, and your adherence to these terms ensures a mutually beneficial experience.

If you have any questions or concerns, please contact us at help@taxdome.com