Review the information below regarding cancelation, refund, and upgrade requests.
| Customer Type | Type of Purchase | Action Requested | Policy Regarding Cancelation, Refund, and Upgrades |
| New Customer (1st-year customer) | New Products | Cancel, Refund, and Upgrade | Please contact the Acquisition Agent that sold you the product. If you are unsure of who your agent is, please contact the Sales team at 800-765-7777. |
| Renewal customer | New Products | Cancel/Refund | For new Lacerte tax products only, cancelation or refund must be requested within 5 business days of product licensing.
For new Lacerte workflow solutions, refund requests must be made within 30 days of purchase. |
| Renewal customer | Renewal Products | Cancel/Refund | Customers who renew early may cancel their order for a full refund before the first Lacerte software release date, which is around November 1st.
Customers who renew after the product release date have 5 business days from order placement to request a refund. |
| Renewal Customer | Change of Products | Downgrade | A downgrade is allowed prior to renewing. Discounts will apply only if the order is placed within theThe early Renewal period for the requested product. |
| Renewal Customer | New Products | Upgrade | Full price will be charged for the upgrade package based on current promotions (no discounts will apply). The original order will be refunded at the time of the upgrade. |
Customers who qualify for a refund or cancelation may request a refund by contacting their Account Manager or Customer Service.
If you are upgrading to an unlimited program from REP, the REP fees already incurred are not refundable or applied to your unlimited program purchase.
Processing time for refunds:
- Credit and debit card orders - refunds are typically applied to the credit or debit card account within 1-2 business days from the time your request is received at Intuit.
- Electronic check - refunds are typically applied to the checking account within 7-10 days.
- Paper check orders - refunds are typically applied to the checking account within 2-4 weeks.
Refunds are processed using the billing method from the initial order/payment. Once Intuit processes the refund, the issuing company will handle disbursement.
If you need additional assistance, refer to How to contact Lacerte for help with Customer Service contact information.
New customers requesting refunds need to contact the original sales manager to request a refund. It's up to the sales manager if the request will be honored.
