Juniper Lane Bookkeeping: Customer FAQ Sample file for the Stepthrough Chatbase lesson. Juniper Lane Bookkeeping is a made-up business. Every name, price and phone number in this file is made up. Last updated: October 2026 ABOUT US Q: Who are you? A: Juniper Lane Bookkeeping is a five-person bookkeeping and payroll firm for small businesses. We do monthly bookkeeping, payroll, sales tax filings and year-end packages for your tax preparer. We do not prepare personal or business tax returns ourselves. Q: What are your office hours? A: Monday to Friday, 8:30 AM to 5:00 PM Eastern. We are closed on weekends and on US federal holidays. From February 1 to April 15 we are also open Saturdays, 9:00 AM to 1:00 PM. Q: Where are you located, and what area do you serve? A: Our office is at 210 Juniper Lane, Suite 4 (made-up address). We meet clients in person in our county and the counties next to it. We work fully remotely with clients anywhere in the United States. Q: How do I contact you? A: Email hello@juniperlane.example or call (555) 014-2290 during office hours. We answer emails within one business day. SERVICES AND PRICING Q: How much does monthly bookkeeping cost? A: Monthly bookkeeping starts at $350 a month for businesses with up to 100 transactions a month. Most clients with 100 to 300 transactions pay $450 to $650 a month. We give you a fixed monthly price after a free 20-minute call, so you will not get a surprise bill. Q: How much does payroll cost? A: Payroll is $60 a month plus $8 per employee per pay run. That includes direct deposit, pay stubs and quarterly payroll filings. Q: Do you do catch-up bookkeeping? A: Yes. Catch-up work is priced per month of records, usually $200 to $400 per month behind, depending on how many transactions there are. We quote it after we see your bank statements. Q: Do you prepare tax returns? A: No. We do not prepare tax returns. We prepare a clean year-end package and send it to your tax preparer or CPA. If you need a tax preparer, ask us for the names of local firms we work with. Q: What software do you use? A: We work in QuickBooks Online and Xero. If you use something else, we can move you to one of them as part of setup. Q: Is there a setup fee? A: Yes, a one-time setup fee of $250. It covers connecting your bank feeds, setting up your chart of accounts and a kickoff call. BOOKING AND GETTING STARTED Q: How do I book a free consultation? A: Use the Book a call button on our website, or email hello@juniperlane.example with two or three times that suit you. The free call is 20 minutes, by phone or video. Q: What do I need for the first call? A: Nothing is required. If you have them, have your last three months of bank statements and your current bookkeeping software login handy, so we can give you a fixed price on the call. Q: How soon can you start? A: Usually within two weeks of signing. From January to April it can take up to four weeks, because that is our busiest season. Q: Do I have to sign a long contract? A: No. Our agreement is month to month. You can cancel with 30 days' written notice. BILLING, REFUNDS AND CANCELLING Q: When am I billed? A: We bill on the 1st of each month for that month's work, by card or bank transfer (ACH). Catch-up work is billed half up front and half on completion. Q: What is your refund policy? A: If you cancel within the first 30 days, we refund the monthly fee for any month we have not started. Setup fees are not refundable once setup has begun. Catch-up work that is already done is not refundable. Q: How do I cancel? A: Email hello@juniperlane.example with 30 days' notice. We will send you a final set of reports and hand over your books and logins. Q: What happens if I pay late? A: We send a reminder after 7 days. After 30 days we pause work until the account is up to date. We do not charge late fees for the first late payment. WORKING WITH US Q: How do I send you my documents? A: Upload them to your secure client portal. We send you a portal invite after you sign. Please do not email bank statements or Social Security numbers. Q: When will I get my monthly reports? A: By the 15th of the following month: a profit and loss statement, a balance sheet and a short note on anything unusual. Q: Who will work on my books? A: You get one named bookkeeper and a backup, so you always know who to ask. Q: Can I talk to a person? A: Yes, any time. Email hello@juniperlane.example or call (555) 014-2290 during office hours. If the chat assistant cannot answer your question, it will tell you so and point you to a person.