Client
Handbook

For any query, document submission, or update, please use our official WhatsApp Group first — it is the fastest and most reliable way to reach our team. Direct contact details are listed below for reference and onboarding purposes.

We operate from two branches in Pune, with regional presence across India and an international office in Australia to support clients wherever they are.

Connect with our nearest regional office for business inquiries, professional consultations, client support, and local assistance across our offices in India.

We know reading a full handbook can feel like a lot, so here is a plain-language summary of the most important points. This two-minute read will save a great deal of confusion down the road.

Every client engagement follows this simple flow. Understanding this process helps you know exactly what to expect — and what we need from you — at each stage.

New The tag under each step shows who acts at that stage.

Hello, and welcome aboard! We are genuinely delighted to have you as a client. Our goal is simple — to take the stress of compliance off your plate so you can focus on running and growing your business.

This handbook is our way of making the working relationship as smooth and transparent as possible. Every point here comes from real experience — things that, when clearly understood from the start, prevent most of the confusion and back-and-forth that can slow us down.

We provide an Engagement Letter to every client, clearly outlining the scope of services, terms, and mutual responsibilities before commencing the engagement. This discussion will be followed by an Engagement Letter or Service Agreement that outlines:

• The specific services included (e.g. monthly GST filing, annual ITR, TDS returns).
• The professional fees applicable for each service.
• The compliance periods and frequency of work.
• Any specific conditions or deliverables.

We strongly encourage you to raise any doubts or clarifications before signing the engagement letter. Once signed, it becomes the binding reference document for our entire engagement. Verbal conversations and assumptions made after this point should be confirmed in writing in the WhatsApp group.

Once the work is completed, we will share all relevant documents and acknowledgements with you. It will be your responsibility to store and maintain these documents safely — if you request the same documents from our end again in the future, additional charges will be applicable.

To ensure smooth, focused, and confusion-free communication, each client must designate one Single Point of Contact (SPOC) from their side. This person will be responsible for:

• All communication with our team via the WhatsApp group.
• Collecting and sharing documents, data, and OTPs.
• Giving approvals before filings.
• Receiving acknowledgements and important updates.

On our side, we will also designate a primary team member responsible for your account. In case of leave or unavailability, a secondary team member will be briefed and ready to step in seamlessly — you will never be left without support.

New You can type into these fields and print this page. Nothing you type is saved or sent anywhere — it stays on your device.

To reduce errors and speed up processing, we provide Standard Data Templates for key services (GST, TDS, Payroll, etc.). These templates are pre-formatted to sync directly with our systems, which significantly reduces manual work and helps us meet your deadlines efficiently.

• Templates will be shared with you on WhatsApp at the start of the engagement.
• Please use these templates every month — do not alter the column structure.
• Filled templates should be sent in the WhatsApp group, not via personal messages.
• If data is provided in any other format, additional processing time may be required.

A short checklist so your first week with us moves quickly. Tick items as you gather them; your ticks are remembered on this device only.

We know everyone is busy, and it can be tempting to drop a quick message on a personal number or call directly. However, all work-related communication must go through the designated WhatsApp group, without exception. Here is why this matters:

• Every message is time-stamped and traceable — no “I never said that” situations.
• The entire team stays informed, so nothing falls through the cracks.
• We can pick up where we left off even if one team member is away.

We respond to all WhatsApp group queries within 24 to 48 working hours.

• Working hours: Monday to Saturday, 10:00 AM to 6:00 PM.
• Sundays and public holidays are excluded.
• For time-sensitive matters, please flag clearly with “URGENT:” at the start of your message.
• Please avoid sending repeated follow-up messages within the same working day — it helps us stay focused and serve all clients equally well.

We believe in focused, productive conversations. To ensure our team is fully prepared and gives you undivided attention, all phone calls and office meetings must be pre-scheduled via the WhatsApp group.

• Request a call or meeting by posting in the group with your preferred date and time.
• Unscheduled calls may be declined or go unanswered — this is not rudeness, it is how we protect quality.
• After every call or in-person meeting, a brief written summary (decisions made, action items, deadlines) must be posted in the WhatsApp group by either party.

This is a small but impactful tip. We regularly share important updates, due date reminders, data requests, and OTP prompts in the group. Missing these can lead to delays and even penalties.

• Go to the WhatsApp group → tap the group name → select “Pin to top”.
• This ensures our messages are always visible at the top of your chats.
• Encourage other members of your team in the group to do the same.

Our team shares a weekly update in the WhatsApp group, providing a summary of the work completed and key progress made during the week.

• This keeps you informed of where each of your filings and tasks stand, without needing to ask.
• Please review the weekly update and flag any discrepancy or missing item at the earliest.

All professional fees must be paid in advance before work commences on any matter. We do not begin processing, filing, preparing, or advising until the applicable fee has been received in full.

• Invoices will be raised at the beginning of each engagement or billing period.
• Payment must be completed within 3 working days of the invoice date.
• Work commences only upon receipt of payment confirmation.
• Bank details and UPI ID are shared on every invoice — please use your firm name or PAN as the payment reference.

Fees once paid are non-refundable. Once work has commenced on an engagement, the fees for that engagement are considered earned. In the event of termination:

• Work completed up to the termination date will be billed at the applicable rate.
• Any balance above the work completed will be assessed and handled on a case-by-case basis.
• No refund will be issued for work already in progress or completed.

While our standard fee covers the agreed scope of services, the following situations will attract additional professional charges:

We are integrating an AutoPay (Auto Debit) system for our clients to enable seamless and automated payment collection.

• Once set up, recurring professional fees will be collected automatically as per the agreed billing cycle — no manual transfer needed each time.
• You will receive an invoice and a debit notification in the WhatsApp group before every AutoPay collection.
• AutoPay is optional; clients who prefer to continue with manual payment can do so as per the existing process.
• Setup details and mandate instructions will be shared separately once the facility is available for your account.

Our professional fees are for our services only. The following are NOT included in our professional fees and are payable by the client separately, on an actuals basis:

• Your tax payment (GST, income tax, TDS, advance tax, or any other statutory tax liability).
• Digital Signature Certificate (DSC) charges.
• DTTC charges.
• Courier charges.
• Stationery charges.

The quality, accuracy, and timeliness of our work is directly linked to when and how you send us documents. We cannot file returns or prepare accounts from incomplete or absent data. Please submit all required documents at least 2 working days before the applicable statutory due date.

To help us process your data quickly and accurately, please follow these formatting rules:

• Use our Standard Data Templates (shared at onboarding) for sales, purchase, and payroll data.
• Send documents as PDF, Excel (.xlsx), or images (JPG/PNG) — not as Word docs or screenshots of screenshots.
• Do not send password-protected PDFs; if a PDF must be password-protected, share the password in the same WhatsApp message.
• Ensure scanned documents are legible — blurry or incomplete scans will be returned.
• All documents must be sent in the WhatsApp group, not via personal messages or email unless specifically requested.
• Name your files clearly (e.g., “ABC_Traders_Sales_June2025.xlsx”) so they are easy to identify and match to the right period.

Government portals — including the GST Portal, Income Tax e-Filing Portal, TRACES, MCA, EPFO, and ESIC — require an OTP sent to your registered mobile number or email for every login. This is a mandatory security measure; we cannot access your account without this OTP.

• When we post an OTP request in the WhatsApp group, please share it immediately — within 3 to 5 minutes.
• OTPs expire in 3–10 minutes depending on the portal; a missed OTP means the session fails.
• Always share the OTP in the WhatsApp group — never on personal messages.
• If you are travelling or unavailable during a filing period, please inform us in advance.
• Ensure your registered mobile number and email are always active.
• As a policy, we will request the OTP a maximum of 2 times per filing — please share it promptly on each request to avoid delays.

We believe your filings should never be a surprise. That is why we follow a simple but important rule: we will not file any return or submit any document on your behalf without first receiving your explicit written confirmation.

If you receive any notice, letter, demand, or communication from the Income Tax Department, GST Authorities, MCA, or any other government body, you must share it in the WhatsApp group within 24 hours of receipt. Delayed sharing directly impacts the quality and timeliness of our response, and may affect outcomes.

Our professional fees cover the preparation and filing of your returns — they do NOT include the actual tax payable to the Government. All tax liabilities — GST output tax, advance tax, self-assessment tax, TDS deposits — must be paid directly by you.

Plan ahead. Below are the key compliance due dates — mark these in your calendar and send us data well in advance.

Pick a filing — the planner finds its next due date and works out the latest day to send us your data (2 working days before; Sundays are skipped). You can also type any due date yourself.

General guidance only — due dates and rates are subject to change by law or by notification. Please confirm the current position with your assigned team member.

Use this checklist every month to ensure nothing slips through the cracks. Share the completed checklist in your WhatsApp group before the 2nd of each month so our team can track pending items and prioritise accordingly.

New Tick items as you go, then press Copy update — it prepares a ready-to-post message listing what is done and what is pending. Tap Reset at the start of each month.

Our services are strictly limited to the scope of work agreed upon in the Engagement Letter. We hold ourselves accountable to deliver every item in that scope to the highest standard.

• Response to government notices, demands, or scrutiny assessments.
• Income tax appeals, rectification applications, or revision petitions.
• Business advisory, valuation, or investment planning.
• Legal opinions or representation before authorities.
• Urgent filings outside the regular compliance calendar.
• Any service not explicitly stated in the Engagement Letter.

We rely entirely on the accuracy and completeness of the data and documents you provide. We do not independently audit, verify, or cross-check documents unless specifically engaged to do so. The responsibility for the correctness of input data lies with the client.

Despite best efforts, situations can arise where a deadline is missed. Here is straightforward guidance on the most common scenarios.

We are partners in your compliance journey, and like any partnership, it works best when both sides play their part. Here is everything we need from you to deliver the best service:

New Tick what you already do — a quick self-check. Your ticks stay on this device.

This is not a one-sided relationship. Here is what you can count on from our team, every single day:

• Respond to all group queries within 48 working hours.
• Proactively remind you of upcoming due dates and required data well in advance.
• Provide a draft or summary for your review before filing any return.
• Share acknowledgements for every filed return promptly.
• Accurately calculate your tax liability and communicate it clearly before the payment deadline.
• Ensure your account always has a primary and backup team member who is fully briefed.
• Maintain strict confidentiality of all your financial data and business information.
• Keep digital records of all filings, challans, notices, and correspondence.
• Communicate honestly and promptly if any issue, error, or delay arises from our side.
• Treat you — always — with professionalism, respect, and genuine care.

Our firm provides professional services in good faith, based entirely on the information provided by the client. The following limitations of liability apply:

• We rely on the accuracy of client-provided data and do not independently audit documents unless separately engaged.
• Penalties, interest, or notices arising from incorrect, incomplete, or late data provided by the client are not our liability.
• Consequences of last-minute document or OTP submissions are the client’s responsibility.
• Government portal downtime, technical failures, or policy changes beyond our control do not constitute negligence.
• If there is no client response for 7 consecutive working days during an active compliance period, we reserve the right to pause the engagement without financial liability.
• Filings based on client-approved data that later prove inaccurate will be treated as scope for a separate corrective engagement.

New General information in this handbook is not personalised advice. Tax laws and due dates change — please confirm the current position with your assigned team member before acting.

Your financial and business data is handled with strict confidentiality. We follow sound data-security practices to protect the information you share with us, and we expect the same care from your side when handling anything we share back.

• Access to your records is limited to the team members assigned to your account.
• Login credentials, OTPs, and passwords shared with us are used only for the specific filing they relate to.
• We do not share your data with any third party without your written consent, except where required by law.
• Physical and digital records are stored securely and backed up regularly.

• Do not share your GST, Income Tax, or MCA portal passwords with anyone outside our authorised team.
• Change your portal passwords periodically and inform us if you suspect any unauthorised access.
• Keep your Digital Signature Certificate (DSC) token physically secure and never share its PIN over WhatsApp or call.

• Share OTPs only in the official WhatsApp group, and only when our team has asked for one for a filing in progress.
• Do not click links in SMS or emails that promise a refund or threaten action in the name of a department — share them with us first.
• Check bank details on every invoice against earlier ones; confirm any change on the office number before paying.
• Log out of government portals after use, and avoid using public or shared computers for filings.

Several filings — ROC/MCA forms, tax audit reports, and select GST/TDS returns — require a valid Class 3 Digital Signature Certificate (DSC). Please keep the following in mind so that DSC-dependent filings are never delayed.

• Please inform us at least 15 days before your DSC’s expiry so a renewal can be planned in advance.
• DSC renewal is a separate cost, payable to the issuing certifying authority, and is not included in our professional fees.
• Keep your DSC token connected and accessible on filing day when a DSC-based submission is scheduled.
• If the authorised signatory changes (e.g., new director, new partner), inform us immediately — a fresh DSC and portal mapping will be required.
• We recommend maintaining one backup authorised signatory with a valid DSC to avoid single-point delays.

Professional fees are reviewed periodically to reflect changes in scope, transaction volume, statutory complexity, and inflation. We aim to keep this transparent and predictable.

• Fee revisions, if any, are communicated at least 7 days in advance via the WhatsApp group, along with the reason for the change.
• A material increase in transaction volume, number of branches/GSTINs, or employee headcount may require a scope and fee revision mid-year.
• Existing engagement fees remain valid for the period stated in the Engagement Letter unless a revision is separately communicated.
• Clients are welcome to discuss fee structure or request a revised quote at any time by raising it in the WhatsApp group.

We want every concern to be resolved quickly. If a query is not addressed within our stated response time, please use the escalation path below rather than switching to personal calls or messages.

Our office observes standard public holidays and a few festival breaks each year. Statutory due dates do not shift for our holidays, so please plan document submission accordingly.

• A holiday calendar will be shared in the WhatsApp group at the start of each year and before major festivals (Diwali, Gudi Padwa, etc.).
• During firm closures, response times may extend beyond the standard 24–48 working hours — we will notify you in advance.
• For statutory due dates falling during a closure period, please submit your data earlier than the usual 2-working-day minimum.
• In case of a genuine emergency during a closure, please mark your message ‘URGENT’ — a team member will respond as soon as possible.

We are committed to building a respectful, professional partnership with every client. Clear, civil communication is essential for delivering quality work and maintaining a positive working relationship. This section outlines our expectations and the standards we all commit to uphold.

Professional Language Only

All communication — whether via WhatsApp, email, call, or in person — must remain respectful, courteous, and professional. This includes avoiding sarcasm, passive-aggressive remarks, or derogatory language directed at team members or other parties.

Constructive Feedback

We welcome feedback and suggestions for improvement. When raising concerns, please frame them constructively and focus on the issue, not the person. For example, “This deadline seems tight” rather than “You’re always slow.”

No Harassment or Abuse

Abusive language, personal attacks, threats, or any form of harassment — whether explicit or implicit — will not be tolerated. This includes bullying, intimidation, or disrespectful behaviour toward any team member.

Equal Treatment

Respectful communication must extend to all team members, regardless of seniority, role, or designation. Vilifying one team member while being courteous to another undermines the partnership.

• Professional standards apply uniformly across all communication channels — WhatsApp, email, phone calls, and in-person meetings.
• Avoid venting frustrations or making derogatory remarks about the firm or team members on social media, even if not directly tagging or naming us.
• Do not screenshot and share sensitive communications (replies, documents, estimates) outside the WhatsApp group without prior consent.
• If an issue escalates to a Level 3 conversation, maintain the same professional tone and avoid contradicting your own earlier statements or creating confusion.

First Incident

A formal written warning will be issued. The team member involved will be offered the option to withdraw from the engagement if they feel unsafe or disrespected.

Repeated Incidents

Persistent unprofessional behaviour, even if it does not constitute explicit abuse, may lead to a review of the engagement. We reserve the right to terminate the relationship, subject to applicable contractual terms.

Impact on Service Quality

A respectful working environment directly impacts the quality and speed of our service. When communication is courteous and clear, we deliver faster results with fewer misunderstandings.

No Refund During Suspension

If work is suspended due to abusive language, invoices for services rendered remain payable. Fees cannot be refunded or adjusted retroactively.

• Our team is trained to respond professionally, courteously, and promptly to all client communications, even during stressful situations.
• We listen to genuine concerns and work to resolve them quickly through the escalation matrix.
• If any team member behaves disrespectfully toward you, please escalate immediately — we take such matters seriously and will address them.
• We believe that mutual respect strengthens the partnership and leads to better outcomes for your business.

Short, clear messages get faster answers. Edit the brackets, then copy the message and paste it into the official WhatsApp group. These templates follow the rules in this handbook — one topic per message, with dates and amounts stated clearly.

Never type passwords, DSC PINs, net-banking details or card numbers into any message.

Plain-language meanings of the terms used in this handbook. These are simplified explanations for convenience — your assigned team member can explain how any of them applies to you.

SPOC

Single Point of Contact — the one person from your side who communicates with us, shares data and OTPs, and gives approvals.

Engagement Letter

The signed document that sets out the services, fees, timelines and conditions of our work together.

OTP

One-Time Password — a short-lived code sent to your registered mobile or email to log in to a government portal.

DSC

Digital Signature Certificate — an electronic signature, usually on a USB token, needed for certain filings such as ROC/MCA forms and audit reports.

GSTR-1

The GST return of outward supplies (your sales), filed monthly or quarterly.

IFF

Invoice Furnishing Facility — lets quarterly GST filers upload their business-to-business invoices in the first two months of a quarter.

GSTR-3B

The GST summary return in which tax liability is declared and paid.

GSTR-9

The annual GST return, filed once a year.

ITC

Input Tax Credit — GST paid on purchases that can be set off against GST payable on sales.

TDS

Tax Deducted at Source — tax deducted by the payer on certain payments and deposited with the Government.

24Q / 26Q

Quarterly TDS returns — 24Q for salary payments, 26Q for payments other than salary to residents.

TRACES

The Income Tax Department’s portal for TDS/TCS statements, corrections and certificates.

Form 16 / 16A

TDS certificates — Form 16 for salary, Form 16A for other payments.

ITR

Income Tax Return — the annual return of income filed with the Income Tax Department.

Advance Tax

Income tax paid in instalments during the financial year instead of in one sum at the end.

Challan / BSR code

A challan is the payment slip and proof of a tax deposit; the BSR code identifies the bank branch where it was deposited.

Acknowledgement

The receipt generated by a portal once a return or form has been filed successfully.

AGM

Annual General Meeting — the yearly shareholders’ meeting of a company. Several ROC filings are timed from it.

ROC / MCA

Registrar of Companies / Ministry of Corporate Affairs — the authority and portal for company filings.

MSME-1 / Udyam

Udyam is the MSME registration; Form MSME-1 is the half-yearly return on payments outstanding to micro and small enterprises.

Express fee

An additional charge when data is received within 48 hours of the due date or marked urgent (see §4.3).

Five quick scenarios on the points that matter most. It is only for you — nothing is recorded or sent — and you can retake it as often as you like.