# Service policy

Source: https://contabook.co/service-policy
Revised: 2026-10-31

## Support, processing and onboarding

We are based in Amsterdam. You can contact us by email, WhatsApp, phone, video or in person. Business hours are Monday–Friday, 10:00–18:00 Netherlands local time, excluding Dutch public holidays. Messages can be sent anytime. Our average response time is around two business hours; a first response is not a promise that every question is fully resolved within that period.

Regular invoices are processed using AI, followed by human review within two business hours. Routine tax letters are prepared and sent within one business day after we receive the complete information needed. Business-hour clocks pause outside our published hours. Other tasks receive their own agreed delivery deadline.

Your onboarding session takes less than an hour and happens before platform signup. We demonstrate the platform, discuss opportunities to optimise your taxes and build a workflow together. Your platform account is ready when you sign up.

## Unlimited questions, asked in good faith

You can ask your accountant as many questions as you need about your business and the services included in your plan. There is no numerical question limit or per-question charge. Follow-up questions and requests for clarification are welcome.

We ask customers to use support in good faith and communicate respectfully. Spam, abusive conduct and deliberate disruption fall outside fair use. Frequent genuine questions or needing additional explanation are not, by themselves, misuse.

If a concern arises, we explain it and discuss a reasonable support workflow, such as grouping related questions or arranging a conversation. Fair use does not introduce surprise fees or remove services already included in your plan.

Automated tools have technical safeguards to protect availability and prevent abuse. If a safeguard affects legitimate work, contact us for review. Unlimited questions to your accountant do not mean unlimited automated processing capacity. Replies follow our published business hours and service commitments.

## One-off work

We provide a document checklist for the task. Once the required information is complete, we review the work and confirm a delivery deadline.

If we miss that agreed deadline for reasons within our control, the entire fee for the affected one-off task is waived. If you have already paid, we refund that fee.

## Ongoing bookkeeping

If a delay attributable to Conta causes a documented penalty, the service credit is based on that penalty, subject to the combined annual cap. If our delay causes no penalty, we assess its impact and determine a fair discretionary credit.

All claims relating to missed deadlines in the same calendar year, 1 January–31 December, share one cap. For a claim, we use the fees actually paid to Conta during the 12 months preceding the missed deadline and deduct credits already awarded for claims in that calendar year. The additional credit cannot exceed the remaining amount. A later claim does not receive a fresh separate cap or cancel credits already awarded.

Credits remain available for future Conta work after cancellation. A service credit is not a cash refund merely because the subscription has ended.

## Dependencies and exceptions

A deadline may be extended where delivery is affected by missing, late or inaccurate client information, delayed client approval, agreed scope changes, or external authority or recipient delays outside our reasonable control. An extension must relate to the actual impact on delivery and be communicated to the client.

These exceptions do not automatically excuse unrelated Conta delays or remove the agreed service because AI tools were used.

## Requesting a remedy

Contact admin@contabook.co with the task reference, agreed deadline, details of the delay and any penalty notice. We review the circumstances and explain the outcome and calculation in writing.

These service remedies do not exclude rights or liabilities that cannot lawfully be excluded.

## AI-assisted tools and human accounting support

Conta uses AI and automated tools to read accounting documents, extract and categorise information, and help organise transaction records. Depending on the feature, this can involve complete invoice PDFs or images, extracted text, company information and transaction descriptions or references.

Customers can also use the in-app AI assistant. Its responses are generated automatically and may be shown without prior human review. The assistant can use selected document or transaction context and available tools to retrieve information or help prepare drafts, such as draft invoices. AI-generated information can be incomplete or incorrect.

Professional advice and tax filings are handled by the Conta team. An AI answer is not confirmation that an accountant has reviewed it or that a tax return has been filed. Contact Piyush or Meiling for professional advice, clarification or correction.

Using AI does not remove our agreed human-review steps, service commitments or applicable remedies. Information about providers, data use and retention is explained in our Privacy Policy.

## Related pages

- [Plan details](https://contabook.co/service-details.md)
- [Terms of Service](https://contabook.co/terms.md)
- [Privacy Policy](https://contabook.co/privacy.md)
- [Meet the team](https://contabook.co/about)
- [Book a free meeting](https://contabook.co/book-meeting)