DOs & DON’Ts

A. Information & Documents

Clients should:

• Provide true, correct, complete, and updated personal, financial, tax, and business information.
• Upload only genuine, clear, readable, and legally valid documents.
• Share all required documents on time so the consultant can complete the work without delay.
• Inform the consultant about all income sources, deductions, investments, loans, notices, foreign income, capital gains, business income, GST details, or any other relevant matter.
• Share previous year returns, notices, challans, assessment orders, books of accounts, invoices, or supporting records wherever required.
• Immediately inform the platform or consultant if any uploaded document is incorrect, outdated, incomplete, or wrongly submitted.
• Maintain original copies of all documents, records, books, invoices, tax challans, and proofs.

B. Cooperation & Timely Response

Clients should:

• Respond to consultant queries within the required timeline.
• Provide clarifications whenever requested by the consultant or platform.
• Attend scheduled consultation calls on time.
• Inform in advance if they need to reschedule a consultation.
• Approve drafts, computations, returns, responses, or filings only after reviewing them properly.
• Provide approval before the statutory deadline to avoid late fees, penalties, or missed filings.
• Cooperate during grievance, refund, quality review, or dispute resolution processes.
• Track platform notifications, emails, WhatsApp messages, dashboard updates, and support messages.

C. Review & Approval

Clients should:

• Carefully review draft tax returns, computations, advisory notes, notices, replies, forms, or any deliverable before giving approval.
• Check name, PAN, Aadhaar, address, income details, bank details, deductions, tax payable, refund amount, and other key details before submission.
• Ask questions if they do not understand any calculation or filing position.
• Provide final confirmation only when they are satisfied that the details are correct.
• Understand that final responsibility for the correctness of information provided by the client remains with the client.
• Preserve filed copies, acknowledgements, challans, and communication records for future reference.

D. Payments & Platform Process

Clients should:

• Make all payments only through the official platform payment system.
• Check service fees, government fees, taxes, and other charges before confirming a service.
• Keep payment receipts, invoice copies, and transaction references safely.
• Raise payment issues, duplicate payment concerns, refund requests, or failed transaction complaints only through official support channels.
• Understand that government fees, statutory charges, payment gateway charges, and third-party charges may not be refundable once incurred.
• Follow the platform’s refund and cancellation process where applicable.

E. Data Security

Clients should:

• Keep their login credentials, OTPs, passwords, DSC tokens, portal access, and sensitive documents secure.
• Share sensitive credentials only when necessary and only through approved secure channels.
• Immediately report suspected misuse of documents, unauthorized access, data theft, wrong download, or suspicious activity.
• Use secure devices and internet connections while uploading or downloading documents.
• Avoid sharing tax documents over unsecured personal channels unless advised by the platform.
• Review document access alerts or download logs if such features are available.

F. Proper Use of Services

Clients should:

• Use the platform only for lawful tax, accounting, compliance, advisory, and related services.
• Use deliverables only for the specific purpose for which they were prepared.
• Respect the professional judgment of consultants.
• Raise disagreements politely through the platform support or grievance mechanism.
• Understand that the platform acts as a marketplace/intermediary and does not guarantee a particular tax result, refund, approval, assessment outcome, notice disposal, or registration approval.

A. False or Incomplete Information

Clients should not:

• Provide false, incomplete, misleading, outdated, or manipulated information.
• Hide income, assets, liabilities, foreign holdings, capital gains, business transactions, cash transactions, notices, prior defaults, litigation, or related-party arrangements.
• Upload forged, edited, fake, tampered, or unlawfully obtained documents.
• Misrepresent identity, authority, business ownership, income details, or tax facts.
• Use another person’s documents, PAN, Aadhaar, DSC, bank details, or credentials without proper authorization.

B. Delays & Non-Cooperation

Clients should not:

• Delay document submission and then expect guaranteed urgent filing.
• Ignore consultant queries, support calls, dashboard messages, or approval requests.
• Miss consultation appointments without informing in advance.
• Delay approval of drafts and later blame the consultant or platform for missed deadlines.
• Wait until the last moment to upload urgent notices, assessment orders, or tax filing documents.
• Refuse to cooperate during grievance, refund, audit, or dispute review.

C. Misuse of Platform or Consultant

Clients should not:

• Harass, threaten, abuse, insult, pressure, or improperly influence any consultant or platform staff.
• Offer bribes, inducements, or personal benefits to consultants or employees.
• Ask consultants to prepare false returns, fake deductions, manipulated accounts, wrong invoices, or illegal tax positions.
• Ask for guaranteed refunds, guaranteed tax savings, guaranteed approvals, or guaranteed notice closure.
• Force consultants to act outside their professional judgment or legal limits.
• Use platform services for tax evasion, fraud, concealment, money laundering, fake compliance, or any unlawful activity.

D. Off-Platform Dealings

Clients should not:

• Take consultant services outside the platform if the lead or service originated from the platform.
• Make direct payments to consultants outside the platform to avoid platform fees.
• Share contact details for the purpose of bypassing the platform process.
• Request unofficial service delivery outside platform workflows.
• Use the platform only to find consultants and then avoid official booking, payment, audit trail, or grievance process.

E. Document & Data Misuse

Clients should not:

• Share downloaded deliverables with unauthorized persons.
• Remove, crop, hide, or alter watermarks, audit tags, or document identifiers.
• Use one consultant’s work product for unrelated commercial resale or unauthorized redistribution.
• Upload documents to unsafe personal drives, public folders, or unknown third-party tools.
• Use consultant deliverables for illegal, misleading, or unrelated purposes.
• Make false complaints about document misuse without evidence.

F. Refund & Complaint Misuse

Clients should not:

• Raise false refund claims after receiving the service.
• Demand a full refund only because the expected tax result, refund amount, approval, or outcome was not achieved.
• Misuse chargebacks, payment disputes, or bank complaints after successful service delivery.
• Threaten negative reviews or public complaints to force refunds.
• Hide facts during complaint investigation.
• Raise repeated, abusive, or opportunistic refund requests.

A. Professional Conduct

Consultants should:

• Provide services with reasonable skill, care, diligence, honesty, and professional integrity.
• Act only within their area of knowledge, experience, and competence.
• Maintain required registrations, memberships, licenses, qualifications, and professional standing.
• Keep their profile, qualifications, services, fees, experience, availability, and location updated on the platform.
• Clearly understand the scope of work before accepting any assignment.
• Accept only those matters that they can handle properly and within reasonable timelines.
• Follow applicable laws, professional standards, ethical requirements, and platform policies.

B. Client Communication

Consultants should:

• Communicate with clients politely, clearly, and professionally.
• Use only platform-approved communication channels unless otherwise permitted.
• Respond to client queries in a timely manner.
• Ask for missing documents or clarifications at the earliest.
• Explain important filing positions, assumptions, risks, and dependencies in simple language.
• Inform the client and platform if there is a delay, conflict, technical issue, or inability to proceed.
• Maintain proper communication records for audit and dispute purposes.

C. Service Delivery

Consultants should:

• Review client documents carefully before preparing filings, replies, computations, or advisory.
• Work only within the service booked by the client.
• Seek additional approval if the work goes beyond the original scope.
• Prepare accurate drafts, computations, working papers, responses, and deliverables based on documents and facts provided.
• Request client approval before final filing or submission wherever required.
• Upload final deliverables, acknowledgements, filed returns, challans, or closing documents through the platform where applicable.
• Complete assignments within agreed or reasonable timelines, subject to client cooperation and government portal availability.

D. Confidentiality & Data Protection

Consultants should:

• Keep all client data strictly confidential.
• Access client data only for assigned matters.
• Use client documents only for the specific booked service and declared purpose.
• Download only those documents that are necessary for the work.
• Store downloaded documents securely and only for as long as necessary.
• Delete, return, or securely archive documents after the work is completed, subject to legal or professional record requirements.
• Immediately report any data breach, wrong download, mistaken sharing, credential compromise, suspicious access, or cyber incident.
• Ensure that assistants, juniors, interns, or team members do not access client data without proper authorization and platform permission.

E. Document Download & Watermark Rules

Consultants should:

• Declare the correct purpose before downloading any client document.
• Use downloaded documents only for the declared purpose.
• Respect watermarking, audit tags, timestamps, and document tracking controls.
• Avoid unnecessary re-downloads, bulk downloads, or suspicious access patterns.
• Keep printed documents secure if printing is necessary.
• Use secure devices, secure networks, and proper password protection.
• Cooperate with platform audits, download reviews, and access investigations.

F. Platform Cooperation

Consultants should:

• Cooperate with onboarding, KYC, face verification, video interview, MCQ testing, re-verification, quality review, and compliance checks.
• Submit genuine documents, certificates, licenses, experience proofs, and identity records.
• Keep bank details, GST details, contact details, and professional information updated.
• Cooperate in refund reviews, complaints, quality checks, dispute handling, and audit requests.
• Follow platform instructions regarding pricing, communication, client handling, document use, and service delivery.
• Maintain professional conduct with clients, platform staff, and other consultants.

G. Independence & Responsibility

Consultants should:

• Understand that they are independent professionals and not employees of the platform.
• Take responsibility for their own professional advice, filings, calculations, representations, and deliverables.
• Maintain their own books, tax filings, GST compliance, invoices, professional tax, and regulatory obligations.
• Avoid representing themselves as employees, partners, agents, or authorized signatories of the company.
• Use their independent professional judgment while following platform processes.

A. Misrepresentation

Consultants should not:

• Submit fake, forged, edited, or misleading documents during onboarding.
• Misrepresent qualifications, licenses, certificates, experience, client base, team size, or success rate.
• Use another person’s degree, registration, identity, photograph, membership, or credentials.
• Hide disciplinary action, litigation, complaints, police records, or professional restrictions if relevant.
• Manipulate onboarding tests, interviews, verification, or assessment processes.
• Continue offering services if their license, qualification, or eligibility has expired, been suspended, or become invalid.

B. False Promises

Consultants should not:

• Promise guaranteed refunds.
• Promise guaranteed tax savings.
• Promise guaranteed approval of registrations, licenses, amendments, or applications.
• Promise guaranteed notice closure, appeal success, assessment relief, or tribunal outcome.
• Promise immunity from scrutiny, audit, reassessment, penalty, interest, or prosecution.
• Mislead clients by giving overconfident advice without checking facts and documents.

C. Data Misuse

Consultants should not:

• Share client data with unauthorized persons.
• Use client data for personal work, marketing, solicitation, cross-selling, unrelated advisory, AI training, model training, or analytics without permission.
• Download documents unnecessarily.
• Retain client documents longer than required.
• Store client documents in insecure personal drives, unknown cloud tools, public folders, or unauthorized software.
• Forward client documents to personal email, WhatsApp groups, or unrelated third parties.
• Browse, access, or download documents of clients not assigned to them.
• Reuse one client’s confidential work product for another client in a way that breaches confidentiality.

D. Off-Platform Activity

Consultants should not:

• Take platform clients outside the platform.
• Ask clients to pay directly outside the platform.
• Use platform leads for private business.
• Avoid platform fees, audit trails, communication records, or grievance systems.
• Share personal contact details for the purpose of bypassing official workflow.
• Offer unauthorized services outside the booked service scope.
• Accept side payments, cash payments, gifts, commissions, or unauthorized benefits from clients.

E. Poor Service Conduct

Consultants should not:

• Delay assignments without valid reason.
• Ignore client messages, platform reminders, or support escalations.
• Miss confirmed consultations without informing the platform or client.
• Accept more work than they can manage.
• Provide careless, incomplete, copied, or unverified work.
• File or submit anything without client approval where approval is required.
• Act beyond client authorization.
• Work on matters where there is a conflict of interest.
• Refuse to cooperate during quality checks, refund reviews, audits, or grievance investigations.

F. Document Tampering

Consultants should not:

• Remove, crop, hide, overwrite, or alter watermarking.
• Modify audit identifiers, download records, timestamps, or platform-generated document controls.
• Create unofficial duplicate databases of client documents.
• Print sensitive documents unnecessarily.
• Use downloaded documents after the declared purpose is complete.
• Share draft or final documents with anyone other than the concerned client or authorized platform personnel.

G. Unprofessional Behaviour

Consultants should not:

• Abuse, threaten, harass, insult, pressure, or mislead clients.
• Discriminate against clients.
• Make defamatory statements about the platform, clients, or other consultants.
• Create fake reviews, manipulate ratings, or request unfair ratings.
• Retaliate against clients for complaints or negative feedback.
• Engage in fraud, misconduct, negligence, unethical conduct, or unlawful activity.

A. Respectful Communication

All users should:

• Communicate politely and professionally.
• Avoid abusive, threatening, defamatory, insulting, or discriminatory language.
• Be patient during document review, filing, payment, government portal delays, and support resolution.
• Keep discussions relevant to the booked service.
• Avoid repeated unnecessary messages, spam, or pressure tactics.
• Respect working hours, scheduled call times, and response timelines.

B. Use Official Channels

All users should:

• Use official platform chat, email, ticket, dashboard, phone, WhatsApp, or support channels.
• Keep communication traceable and professional.
• Raise complaints only through the official grievance mechanism.
• Avoid moving communication outside the platform unless expressly permitted.
• Avoid deleting or manipulating communication records related to a service.

C. Data & Document Safety

All users should:

• Treat tax, financial, KYC, identity, bank, GST, PAN, Aadhaar, DSC, and business documents as confidential.
• Upload and download documents only when required.
• Avoid sharing sensitive documents through unsafe links or public tools.
• Report accidental sharing, suspicious access, wrong upload, wrong download, or data misuse immediately.
• Respect watermarking, download declarations, logs, and audit controls.
• Not use any document for unauthorized, illegal, commercial, or unrelated purposes.

D. Legal & Ethical Use

All users should:

• Use the platform only for lawful tax, accounting, compliance, advisory, and related services.
• Follow applicable Indian laws.
• Avoid fraud, evasion, impersonation, forged documents, fake claims, or false declarations.
• Avoid using the platform to harass, defame, threaten, manipulate, or exploit anyone.
• Avoid conduct that may harm the platform, clients, consultants, regulators, or third parties.
• Understand that services depend on client cooperation, consultant review, third-party portals, government systems, and applicable law.

E. Payment Etiquette

All users should:

• Use official payment methods only.
• Avoid direct or off-platform payments for platform-originated services.
• Maintain payment proofs and order details.
• Raise payment issues with proper transaction references.
• Avoid false chargebacks, duplicate claims, or payment manipulation.
• Understand that refunds depend on service stage, work completed, government fees, third-party charges, and platform review.

F. Review, Rating & Feedback Etiquette

All users should:

• Give honest, fair, and factual feedback.
• Avoid fake reviews, abusive reviews, revenge reviews, or manipulated ratings.
• Avoid threatening negative reviews to obtain refunds or extra services.
• Raise genuine service issues through the support or grievance system.
• Understand that ratings are for guidance and do not guarantee future outcomes.

G. Grievance & Dispute Etiquette

All users should:

• Raise complaints with proper facts, order ID, documents, screenshots, and evidence.
• Cooperate during investigation.
• Respond to platform requests for clarification.
• Avoid false complaints, exaggerated claims, or abusive escalation.
• Allow the platform to attempt correction, reassignment, clarification, or refund review where applicable.
• Use legal remedies only in accordance with applicable law and platform terms.

H. Technology & Security Etiquette

All users should not:

• Hack, scrape, reverse engineer, copy, mirror, or exploit the platform.
• Bypass security controls, access limits, audit logs, or download restrictions.
• Attempt unauthorized access to accounts, documents, consultant data, client data, pricing logic, workflows, or platform systems.
• Upload malware, harmful files, corrupted documents, or phishing links.
• Misuse APIs, bots, automation, scripts, or scraping tools.
• Share login access with unauthorized persons.

For Clients