A service-level agreement (SLA) is simply our written promise about the work, deadlines, fees and responsibilities we agree with you.
What counts towards the limits?
One transaction is one statement line processed on a named bank or card account, including a payment, receipt, fee or transfer. A transfer shown on two accounts counts as two lines. Routine matching and month-end adjustment journals are included. No stock costing, multi-currency processing, complex revenue recognition or historic reconstruction is included. Management accounts are a monthly profit-and-loss statement and balance sheet; they are not audited reports, forecasts or outsourced financial management.
Payroll covers one regular monthly run for the employee limit, standard payslips and routine EMP201 declarations, plus two basic EMP501 reconciliations and employee tax certificates for the named payroll year. Weekly runs, migration, complex benefits, labour advice and extra employees are quoted separately. Six VAT201 returns means one every two months; monthly VAT filing needs a tailored quote.
Which annual services are covered?
The schedule names one basic financial-statements compilation, one ITR14 and two standard IRP6 submissions for one financial year. It also lists the VAT and payroll periods covered. The monthly fee spreads the cost of scheduled annual work across the service year; it is not a separate monthly filing entitlement.
Prior-year work and unfunded annual work due soon after joining are identified and quoted separately before signing. We do not surprise you with an exit top-up. A named annual deliverable for a fully paid, completed service cycle remains included at its agreed completion date even if that date is after the cycle ends; you do not have to renew to receive it. On early cancellation we confirm completed work, the covered period and outstanding obligations. Other unperformed work after the service end date passes to you or your next adviser with your records. If included work falls due while covered, we honour it; if our delay prevents delivery, we agree completion or a fair credit or refund. Your statutory remedies remain available.
Advice, response times and rollover
Growth includes one 30-minute review each month; Complete includes one 60-minute review, replacing the Growth session. These sessions cover the contracted company's routine finances and tax. Missed sessions can be rebooked within the same calendar quarter while the agreement is active; they do not accumulate beyond that quarter. Unused monthly transaction or payroll capacity does not roll over and has no cash value.
Routine questions about included work are welcome. New research, planning or implementation is separately scoped first. Support hours are Monday to Friday, 08:00–17:00 South African time, excluding public holidays. Essentials and Growth target an initial response within one business day; Complete targets four business hours. A response confirms the next step and is not a promise to resolve a SARS matter in that time. Prepaid money is tracked separately from service allowances.
Records, deadlines and SARS outcomes
Please provide monthly records by the fifth business day. We target bookkeeping and, where included, management accounts by the fifteenth business day when records are complete. Filing records and authority should reach us at least ten business days before the deadline; we target a draft for approval five business days before it. We agree an achievable timetable for late or incomplete records and warn you about deadlines at risk.
You approve declarations and pay SARS directly. We cannot guarantee registrations, refunds, tax compliance status, objections, remission, SARS processing dates or other SARS outcomes. A compliance status check identifies issues; it does not include fixing every issue or guarantee a TCS PIN.
Extra work and complexity
Registrations, eFiling recovery or transfer problems, registered representative changes, TCS applications, outstanding returns, disputes, remission, payment arrangements, tax residency work, personal tax, independent reviews and audits are separate unless individually listed in a signed quote. Standard ongoing access needed for agreed filings is included once the profile is ready.
Complete's verification benefit covers one routine SARS document-response pack, limited to two staff hours in the service year. It is not a full audit, an objection or representation in a dispute. We quote and obtain your approval before exceeding the limit. The allowance is not valued as a guaranteed cash saving.
We flag approaching limits and agree a temporary extra, upgrade or smaller scope with you. No automatic per-entry charge or package upgrade applies. Complex ownership, foreign income, crypto, inventory, consolidations or poor opening records require a tailored quote.
Payment dates and price changes
Monthly fees are due in advance on the first day of each month. Annual payment is due before the agreed service-year start date. A part-month start is pro-rated and the first-year schedule records the exact covered periods. We hold the agreed package fee for the first 12 months unless you request and agree a scope change. We propose later price changes at least 40 business days before they take effect, allowing time to cancel. We do not add VAT on top of an agreed VAT-inclusive fee.
If payment is overdue, we contact you and explain any proposed pause and deadlines at risk. Suspension or termination follows the agreement, applicable notice and cure periods, and our legal and professional obligations.
Cancellation, advance-payment refunds and renewal
You may cancel by email to info@greentax.co.za on 20 business days' notice. We charge no early-cancellation penalty and do not claw back discounts already earned. Monthly payment continues month to month. Annual prepayment covers a 12-month service period; we send an expiry notice 40–80 business days before its end. Without your express renewal, service continues month to month at the disclosed monthly fee unless you choose to end it. We do not automatically debit another full year.
For annual advance payments we apply one-twelfth of the discounted annual fee each completed month and pro-rate the final partial month by calendar days. We refund the unearned balance within 15 business days after the service end date, or sooner if law requires. An unused allowance does not forfeit unearned prepaid money. Separately approved work already performed remains payable. GreenTax gives 60 calendar days' notice for a no-fault termination where lawful; material breach follows applicable notice and remedy rights. We arrange an orderly handover.
Your statutory cooling-off, refund and service-quality rights remain available. These cancellation benefits are offered contractually to all clients, including companies where the CPA's fixed-term provisions may not apply.
