We provide reasonable email support on Template mechanics. We do not provide support on tax positions, technical interpretations, or how a Template applies to your client’s facts — that judgment is yours, as described in Sections 2 and 3 of our Terms of Use.
In Scope
We will help with:
- what a formula does and how a calculation is built;
- how to navigate a tab, schedule, or section of the workbook;
- resolving a technical fault in the file — a broken formula, a #REF!/#VALUE!/#DIV/0! error, a control check that will not clear, a formatting or macro-security issue; and
- general “how do I use this Template” questions.
Out of Scope
We will not:
- confirm, review, or advise on whether a tax position, election, or filing treatment is correct;
- interpret how legislation, regulations, or CRA/Revenu Québec administrative guidance applies to your file;
- advise on how a Template should be applied to your client’s specific facts; or
- review, check, or sign off on a return or working paper you have produced.
If answering a question requires looking at your client’s numbers or facts, it is out of scope — even if it arrives as a quick yes/no. When that happens, we will say plainly that the question is outside what support can address, and point back to your own professional judgment (Section 3 of our Terms of Use). We will not answer it informally.
How to Reach Us
Email [email protected] with a description of the issue, the Template and tax year involved, and, if applicable, your order number.
Response Time
We aim to respond within 5 business days. Response times may be longer during peak filing periods.
Support and Refunds
A support attempt is the first step of our Refund Policy: if a Template cannot be made to work as documented after we have had a reasonable opportunity to help, the purchase is refunded, subject to the time limits set out there.
Contact: [email protected]