Frequently Asked Questions

Before You Book a Discovery Call

  • Short Answer
    Yes, we are currently accepting new clients, though availability is limited and intentionally managed.

    How This Works at ReFrame
    We onboard new clients based on firm capacity, service mix, and planning workload. We do not operate on an open-intake model. Instead, we bring on a limited number of new clients at a time so we can maintain consistency, responsiveness, and planning quality for both new and existing relationships.

    Availability can vary throughout the year depending on tax season demand and advisory workload.

    Why We Operate This Way
    Our service model is designed around accuracy, proactive planning, and sustainability. Limiting intake protects the quality of work and prevents rushed or reactive service.

    What This Means for You
    Submitting an inquiry allows us to confirm:

    • Whether we are onboarding at that time

    • Whether your needs align with our service structure

    • Whether we can responsibly support you at the level you deserve

    If our “Book a Discovery Call” link is accessible, it means we are either currently onboarding new clients or opening conversations for a future onboarding window or waitlist.

    This Works Well For Clients Who

    • Value proactive, structured support

    • Are comfortable with a thoughtful intake process

    • Prefer quality and clarity over speed

  • Short Answer
    Yes, in some cases. However, tax-only work is not the primary focus of our firm.

    How This Works at ReFrame
    We do work with both individual and business clients on a tax-only basis when the situation is straightforward and well supported. We also offer payroll-only and accounting-only engagements in appropriate cases.

    That said, for many businesses, especially those with growing complexity, the strongest results come from aligning tax work with bookkeeping, payroll, and planning.

    Why We Operate This Way
    Tax outcomes are directly impacted by how a business operates throughout the year. Without accurate records and alignment between systems, planning opportunities are limited and surprises are more likely.

    What This Means for You
    You can begin with tax-only services. As part of that relationship, we may recommend additional support if it would materially improve accuracy, compliance, or planning outcomes.

    This Works Well For Clients Who

    • Have clean records and limited complexity

    • Are open to expanding scope if needed

    • Want professional review and accuracy

  • Short Answer
    Because meaningful tax planning, compliance, and advisory work requires understanding the full picture before a conversation takes place.

    How This Works at ReFrame
    Before scheduling a Discovery Call, we ask a structured series of questions designed to understand your situation holistically. Based on your responses, you may be guided through several short sections so we do not miss anything important.

    These may include:

    • Universal questions about your household and goals

    • Household questions if you are married

    • Business questions if a business is part of your situation

    • Payroll questions if employees or payroll obligations exist

    • A final step to confirm what you would like to focus on

    You will only see sections that apply to you. Everyone’s path through the questions is different.

    Once complete, you will be directed to schedule the Discovery Call that best fits your needs.

    Why We Operate This Way
    Tax planning, compliance, and advisory work are highly interconnected. Household income, filing status, business activity, payroll, entity structure, and even where records are kept can affect:

    • Eligibility for credits and deductions

    • Filing requirements

    • Compliance obligations

    • Planning opportunities and risk exposure

    Many of these factors are easy to miss if we rely on a live conversation to gather background information.

    By collecting this information in advance, your Tax Strategist and Business Advisor can:

    • Identify potential tax credits, deductions, and planning opportunities early

    • Spot compliance requirements tied to income levels, business activity, or location

    • Avoid overlooking household or business factors that could materially affect your filings

    • Prepare thoughtfully rather than spending your call collecting basic details

    Because every situation is different, your answers may trigger additional targeted questions. This is intentional. Each step builds on the last so we can see the full picture without asking unnecessary questions during your call.

    What This Means for You
    Completing these questions allows your Discovery Call to focus on guidance, clarity, and next steps rather than background collection. It also helps us match you with the correct type of Discovery Call and come prepared with relevant context.

    This Works Well For Clients Who

    • Want thoughtful, personalized guidance

    • Appreciate preparation and structure

    • Prefer meaningful conversations over surface-level calls

  • Short Answer
    No. We do not provide firm quotes during Discovery Calls.

    How This Works at ReFrame
    Discovery Calls are used to understand scope and fit, not to finalize pricing. During the call, we may discuss:

    • Which service tier may be appropriate

    • General pricing ranges

    • Factors that influence cost and scope

    Formal pricing is provided only after proper scoping.

    Why We Operate This Way
    Providing quotes without full information leads to misalignment, scope creep, and frustration. We prioritize accuracy and predictability over speed.

    What This Means for You
    After the Discovery Call, you may receive a written proposal outlining:

    • Clear scope

    • Defined services

    • Fixed, predictable pricing

    This Works Well For Clients Who

    • Prefer clarity and transparency

    • Want pricing aligned with actual needs

  • Short Answer
    Yes. All new clients pay an onboarding fee.

    How This Works at ReFrame
    Onboarding is a distinct phase of work that occurs before ongoing services begin. It is billed separately because it involves concentrated upfront effort to review, organize, and align systems and expectations.

    The scope of onboarding varies based on the type of engagement.

    Why We Operate This Way
    Proper onboarding reduces errors, prevents ongoing cleanup, and creates a smoother working relationship. Skipping or minimizing this step leads to reactive work and avoidable issues.

    What This Means for You
    The onboarding fee is not optional and is not discounted. It reflects the work required to start the relationship correctly.

    This Works Well For Clients Who

    • Want clean systems and clear expectations

    • Are comfortable investing in a strong foundation

  • Short Answer
    Onboarding establishes accuracy, clarity, and workflow alignment before ongoing work begins.

    How This Works at ReFrame
    Depending on your engagement, onboarding may include:

    • Review of prior-year tax returns

    • Assessment of bookkeeping or records

    • Chart of accounts or system alignment

    • Payroll and compensation review, if applicable

    • Portal setup and communication preferences

    • Identification of risks or planning gaps

    Clients are expected to participate by completing organizers, providing documents, and responding to requests.

    Why We Operate This Way
    We cannot advise, plan, or file accurately without verified information and aligned systems. Onboarding ensures we are working from the same, correct starting point.

    What This Means for You
    Ongoing work begins only after onboarding is complete. This protects both you and our team from preventable issues.

    This Works Well For Clients Who

    • Appreciate structure and clarity

    • Want issues identified early rather than later

  • Short Answer
    No. We do not accept one-time, transactional engagements.

    How This Works at ReFrame
    Our firm is built around long-term professional relationships. While the scope of work may change over time, we are not a one-year, one-off provider.

    Long-term does not mean constant or monthly work forever. It means an ongoing relationship built on trust, context, and continuity.

    Why We Operate This Way
    Quality tax and advisory work depends on understanding history, decisions, and goals over time. Transactional work limits our ability to serve effectively.

    What This Means for You
    Working with us means entering a professional relationship, not purchasing a single isolated deliverable.

    This Works Well For Clients Who

    • Value continuity and long-term support

    • Want an advisor who understands their history

  • Short Answer
    We use a scheduled tax return production model.

    How This Works at ReFrame
    Return timing is based on:

    • When all required documents are submitted and complete

    • Complexity of the return

    • Service tier

    • Whether bookkeeping or planning work is involved

    Returns move through preparation, review, approval, and filing in a structured workflow.

    Why We Operate This Way
    Scheduled production improves accuracy, reduces errors, and allows for thoughtful review rather than rushed filing.

    What This Means for You
    We do not promise rush or last-minute filings. We focus on doing the work correctly the first time.

    This Works Well For Clients Who

    • Submit documents on time

    • Value accuracy and predictability

  • Short Answer
    Communication is structured and tier-based, with clear expectations.

    How This Works at ReFrame
    Our secure client portal is the primary communication hub for messages, documents, tasks, and updates. Depending on your service tier, communication may also include scheduled calls or text access.

    We strive to acknowledge all client messages, especially during tax season, within 24 business hours Monday through Friday. Acknowledgement does not always mean a full response, but it does mean your message has been received and is being addressed.

    Why We Operate This Way
    Structured communication ensures accountability, visibility, and team-based support while preventing messages from being missed.

    What This Means for You
    You will know your message has been seen, and you will receive follow-up based on the complexity of the request and your service tier.

  • Short Answer
    We are a virtual-first firm, but we value real human connection.

    How This Works at ReFrame
    Most work is conducted through secure digital systems and virtual meetings. Clients are always welcome to stop by, say hello, or meet us in person when schedules allow. Availability for in-person meetings may be more limited during tax season.

    Why We Operate This Way
    Virtual workflows provide consistency, security, and flexibility. At the same time, relationships and connections remain a cornerstone of how we serve our clients.

    What This Means for You
    You receive high-touch service delivered through modern systems, with real people behind them.

    This Works Well For Clients Who

    • Are comfortable working digitally

    • Value both efficiency and relationship

How We Communicate, Protect Your Data, and Work Day-to-Day

  • Short Answer
    All documents and information are collected and managed through our secure client portal.

    How This Works at ReFrame
    During onboarding and throughout your engagement, we provide customized organizers, task lists, and upload requests through our secure portal. This portal serves as the single system of record for your account and is accessible via web browser and mobile app.

    All documents, questionnaires, signatures, and messages related to your work with us are routed through this system so they can be properly tracked, reviewed, and retained.

    Why We Operate This Way
    Tax and financial work relies on accuracy, version control, and security. Centralizing documents reduces the risk of missing information, outdated files, and data exposure. It also allows multiple team members to support your account without relying on fragmented communication.

    This approach reflects how modern, security-focused firms operate and is now considered best practice in the industry.

    What This Means for You
    Using the portal is required to work with us. This protects your information and ensures your team always has access to the correct documents.

    This Works Well For Clients Who

    • Value organization and clarity

    • Want strong security around sensitive data

  • Short Answer
    No. Email is not used for client communication or document exchange.

    How This Works at ReFrame
    All substantive communication occurs through our secure client portal. Automated notifications may be sent by email, but replies and messages are routed back into the portal so communication remains centralized and documented.

    Why We Operate This Way
    Email is inherently insecure and poorly suited for team-based workflows. Eliminating email communication reduces the risk of data exposure, missed messages, and fragmented records.

    Modern firms increasingly move away from email for client communication because it does not meet today’s security or accountability standards.

    What This Means for You
    If information is sent by email, you will be asked to resubmit it through the portal so it can be properly tracked and reviewed.

    This Works Well For Clients Who

    • Want secure, trackable communication

    • Appreciate having everything in one place

  • Short Answer
    We prioritize acknowledgement first, followed by thoughtful resolution.

    How This Works at ReFrame
    We strive to acknowledge all client messages within 24 business hours, Monday through Friday, especially during tax season. Acknowledgement confirms that your message has been received and is being reviewed.

    Resolution timing depends on:

    • The complexity of the request

    • Whether additional information is needed

    • Your service tier

    Some matters require research, internal discussion, or advisor review before a complete response can be provided.

    Why We Operate This Way
    Separating acknowledgement from resolution allows us to remain responsive while ensuring answers are accurate and well considered. This reduces errors and avoids rushed advice.

    What This Means for You
    You will know your message has been seen, even if a full response takes additional time.

    This Works Well For Clients Who

    • Value transparency and follow-through

    • Prefer accurate answers over immediate replies

  • Short Answer
    Communication methods are defined by service tier.

    How This Works at ReFrame
    All clients use the secure portal. Depending on your engagement, communication may also include:

    • Scheduled phone or video calls

    • Advisory meetings at defined intervals

    • Limited text communication for certain tiers

    Your engagement agreement clearly outlines what communication options are included.

    Why We Operate This Way
    Tier-based communication aligns access with scope and workload. This allows us to deliver consistent service while still offering higher-touch options where appropriate.

    What This Means for You
    You will know exactly how and when to communicate with your team.

    This Works Well For Clients Who

    • Appreciate clear expectations

    • Prefer structured, predictable access

  • Short Answer
    Protecting your information is foundational to our practice.

    How This Works at ReFrame
    We use:

    • Encrypted client portals

    • Encrypted document storage and transmission

    • Multi-factor authentication

    • Role-based internal access controls

    • Regular third-party security reviews

    Access is limited to team members actively working on your account.

    Why We Operate This Way
    Tax and financial data is highly sensitive and increasingly targeted. Strong security protocols reduce the risk of identity theft, fraud, and unauthorized access.

    These measures reflect how modern firms mitigate risk and protect clients in an evolving threat landscape.

    What This Means for You
    Your information is protected at every stage of the engagement.

  • Short Answer
    Yes. We maintain a comprehensive written privacy policy.

    How This Works at ReFrame
    Our policy outlines:

    • What information we collect

    • How it is stored and used

    • Who has access

    • Retention and destruction practices

    The policy is available on our website and provided during onboarding.

    Why We Operate This Way
    Clear documentation ensures transparency and compliance with privacy regulations and professional standards.

    What This Means for You
    You have full visibility into how your data is handled.

  • Short Answer
    Yes, when coordinated as part of your engagement.

    How This Works at ReFrame
    We may collaborate with attorneys, financial advisors, payroll providers, lenders, or other professionals when appropriate. This requires:

    • Written authorization

    • Defined scope of information sharing

    • Controlled access through secure systems

    Why We Operate This Way
    Uncoordinated third-party communication increases risk. Structured collaboration improves accuracy and reduces IRS-related issues caused by inconsistent reporting.

    What This Means for You
    Your information is shared intentionally and securely.

  • Short Answer
    Yes, in a controlled and limited manner.

    How This Works at ReFrame
    AI tools may be used for:

    • Document classification

    • Data validation

    • Workflow automation

    All outputs are reviewed by licensed professionals.

    Why We Operate This Way
    Responsible AI use improves efficiency while reducing human error. Oversight ensures technology enhances quality rather than replacing professional judgment.

    What This Means for You
    Technology supports the work, but accountability always remains with your professional team.

    How This Benefits You as a Client
    Using AI responsibly allows us to:

    • Reduce manual processing errors

    • Improve consistency across returns and reports

    • Spend less time on administrative tasks and more time on review, planning, and strategy

    • Deliver work more efficiently without sacrificing professional judgment

    For clients, this means a smoother experience, fewer avoidable errors, and more advisor attention where it matters most.

    This Works Well For Clients Who

    • Appreciate thoughtful use of modern tools

    • Are comfortable with technology supporting professional services

  • Short Answer
    Yes. We maintain a formal AI policy.

    How This Works at ReFrame
    Our policy requires:

    • Use of approved tools only

    • Strict data protection standards

    • Prohibition on entering client data into unapproved systems

    • Human oversight of all AI-supported work

    • Ongoing staff training and monitoring

    Why We Operate This Way
    Clear rules protect confidentiality and prevent misuse of emerging technology.

    What This Means for You
    Your data is never used casually or without safeguards.

    How This Benefits You as a Client
    A formal AI policy ensures that:

    • Your information is handled consistently and securely

    • Tools are used intentionally, not experimentally

    • All AI-supported outputs are reviewed by licensed professionals

    • Technology enhances service quality without introducing unnecessary risk

    For clients, this provides confidence that modern tools are used thoughtfully, responsibly, and with clear guardrails in place.

  • Short Answer
    Yes, for limited, non-licensed tasks only.

    How This Works at ReFrame
    Offshore support is limited to administrative or workflow assistance. All tax strategy, advisory work, and final review remain with U.S.-based licensed professionals.

    Why We Operate This Way
    This structure improves efficiency while maintaining accountability and quality control.

    What This Means for You
    Licensed professionals remain responsible for all decisions affecting your work.

    How This Benefits You as a Client
    Using offshore support for limited, non-licensed tasks allows our firm to:

    • Allocate licensed professionals’ time to higher-value review and advisory work

    • Maintain consistency and workflow continuity

    • Scale responsibly without sacrificing quality or oversight

    For clients, this means your work receives appropriate attention from licensed professionals, while routine tasks are handled efficiently behind the scenes.

    This Works Well For Clients Who

    • Value efficiency with appropriate oversight

    • Are comfortable with team-based service delivery

  • Short Answer
    Yes. Transcript monitoring is available in select advisory tiers.

    How This Works at ReFrame
    Transcript monitoring allows us to review IRS and state account activity proactively rather than waiting for notices to arrive by mail.

    Why This Is Valuable
    Transcript monitoring can:

    • Identify IRS activity before a notice is issued

    • Catch misapplied payments or estimated tax issues early

    • Reduce penalties and interest through early correction

    • Prevent small issues from compounding quietly

    • Support cleaner planning and compliance conversations

    For many clients, transcript monitoring provides peace of mind and materially reduces IRS-related risk.

    What This Means for You
    Issues are often easier, faster, and less stressful to resolve when caught early.

    This Works Well For Clients Who

    • Want proactive oversight

    • Prefer risk reduction over reaction

  • Short Answer
    Protection Plus is included with every tax return we file.

    How This Works at ReFrame
    Protection Plus provides identity theft restoration support, including:

    • A dedicated restoration specialist

    • Assistance with IRS and credit bureau communication

    • Ongoing support until resolution

    Coverage extends to dependents.

    Why We Operate This Way
    Tax-related identity theft is increasingly common. Including Protection Plus adds an additional layer of protection at no extra cost.

    What This Means for You
    You have support if identity-related tax issues arise.

Our Services, Planning Approach, and Fees

  • Short Answer
    We primarily work with small to mid-sized businesses and individuals with more complex tax situations.

    How This Works at ReFrame
    The majority of our clients are business owners who need support beyond basic tax filing. This includes businesses with payroll, multiple entities, growth plans, or ongoing planning needs. We also work with individuals who have business interests, rental activity, investments, or multi-state considerations.

    Our firm is structured to support complexity, not volume.

    Why We Operate This Way
    More complex situations benefit from proactive planning, continuity, and coordinated support. Our systems, staffing model, and workflows are designed to handle these needs effectively.

    What This Means for You
    You receive a team that understands interconnected tax, accounting, and planning issues rather than isolated filing tasks.

    This Works Well For Clients Who

    • Have growing or evolving tax situations

    • Value proactive guidance and context

    This May Feel Excessive If You Are Looking For

    • Basic or low-touch tax preparation

    What Is Your Approach to Year-Round Tax Planning?

    Short Answer
    We focus on proactive, year-round tax planning rather than reactive, year-end filing.

    How This Works at ReFrame
    Depending on your service tier, planning may include:

    • Tax projections based on current financial data

    • Advisory meetings at defined intervals

    • Entity and structure evaluations

    • Compensation and payroll planning

    • Estimated tax and withholding analysis

    Planning recommendations are informed by up-to-date records rather than assumptions.

    Why We Operate This Way
    Many tax-saving opportunities only exist before year end. Proactive planning reduces surprises, improves cash flow decisions, and supports better long-term outcomes.

    What This Means for You
    You are able to make informed decisions throughout the year rather than reacting after returns are finalized.

    This Works Well For Clients Who

    • Want fewer surprises

    • Prefer strategic decision-making

  • Short Answer
    Advisory services provide structured, forward-looking support beyond compliance.

    How This Works at ReFrame
    Advisory engagements may include:

    • Scheduled planning meetings

    • Financial and tax strategy discussions

    • Scenario modeling and projections

    • Support around major decisions such as growth, compensation, or restructuring

    The scope and cadence of advisory services are defined by your service tier.

    Why We Operate This Way
    Ongoing advisory relationships allow us to anticipate issues rather than react to them, reducing risk and improving outcomes.

    What This Means for You
    You gain access to strategic guidance informed by a deep understanding of your situation.

    This Works Well For Clients Who

    • Want a thought partner, not just a preparer

    • Make regular financial or business decisions

  • Short Answer
    Fees are based on scope, complexity, and level of support.

    How This Works at ReFrame
    After the screening questionnaire and discovery call, we prepare a proposal outlining:

    • Service options

    • Defined scope

    • Fixed monthly or annual pricing

    Most services are priced on a flat-fee basis rather than hourly billing.

    Why We Operate This Way
    Predictable pricing allows clients to plan and prevents surprise invoices. It also aligns incentives toward quality and efficiency rather than time spent.

    What This Means for You
    You know what to expect financially before work begins.

    This Works Well For Clients Who

    • Prefer transparency and predictability

    • Want clearly defined services

  • Short Answer
    Yes, fees may change if scope or complexity changes.

    How This Works at ReFrame
    If your situation evolves, such as adding entities, employees, locations, or services, we may recommend adjusting your service tier or pricing. Any changes are discussed in advance.

    Why We Operate This Way
    Fees must reflect actual work and risk. Adjusting pricing ensures service quality remains high as complexity grows.

    What This Means for You
    You will not receive surprise fee increases without communication.

  • Short Answer
    Yes, we provide limited IRS and state representation for active clients.

    How This Works at ReFrame
    Representation may include:

    • Responding to IRS or state notices

    • Account issue resolution

    • Audit support in defined circumstances

    Representation services are subject to engagement scope and may be included in certain advisory tiers or added separately.

    Why We Operate This Way
    Effective representation requires familiarity with your records, history, and decisions. Working with active clients allows us to advocate more effectively.

    What This Means for You
    You have support if issues arise, without scrambling to find representation.

  • Short Answer
    No. We do not accept one-time representation or audit-only engagements for non-clients.

    How This Works at ReFrame
    Representation is provided within the context of an ongoing professional relationship. This ensures we understand your systems, documentation, and prior decisions.

    Why We Operate This Way
    Stepping in without context increases risk and limits effectiveness. Long-term relationships allow for better outcomes.

    What This Means for You
    If representation is needed, it is handled by a team already familiar with your situation.

    This Works Well For Clients Who

    • Value continuity and long-term professional relationships

  • Short Answer
    Yes, though strategies are always client-specific.

    How This Works at ReFrame
    Examples of strategies we may evaluate include:

    • Entity restructuring

    • Reasonable compensation optimization

    • Retirement plan design

    • Accountable plan implementation

    • State and local tax considerations

    Strategies are evaluated based on goals, cash flow, and long-term plans.

    Why We Operate This Way
    Tax planning is not one-size-fits-all. What works for one client may be inappropriate for another.

    What This Means for You
    Recommendations are tailored, not templated.

  • Short Answer
    We address complexity transparently and proactively.

    How This Works at ReFrame
    If additional complexity is identified, we will:

    • Discuss findings with you

    • Recommend appropriate adjustments

    • Update scope or pricing if needed

    Why We Operate This Way
    Addressing complexity early prevents errors, delays, and IRS issues.

    What This Means for You
    You are kept informed and involved in decisions.

  • Short Answer
    We use a layered, team-based review process supported by standardized workflows and licensed oversight.

    How This Works at ReFrame
    Work is prepared using documented procedures and standardized checklists to ensure consistency. Depending on the engagement, preparation may involve multiple team members, including administrative support, accounting staff, and tax professionals.

    All tax returns, advisory recommendations, and filings are reviewed by a U.S.-based licensed professional before delivery or submission. This review includes:

    • Verification of source data and assumptions

    • Review for technical accuracy and compliance

    • Consistency checks across related filings

    • Confirmation that recommendations align with your goals and prior planning

    Complex matters may involve additional internal discussion or secondary review before finalization.

    Why We Operate This Way
    Tax and advisory work involves significant regulatory risk and long-term consequences. Relying on a single individual or an informal review process increases the likelihood of errors, omissions, or inconsistent advice.

    A structured, multi-layered approach reduces risk, improves accuracy, and allows issues to be identified before they become problems.

    What This Means for You
    Your work benefits from multiple checkpoints, professional oversight, and documented processes. This reduces errors, supports defensible positions, and provides confidence that decisions are well considered before they are finalized.

    This Works Well For Clients Who

    • Value accuracy, consistency, and risk management

    • Appreciate a deliberate, review-driven approach

  • Short Answer
    We aim for transitions to be professional and orderly.

    How This Works at ReFrame
    If the relationship ends:

    • We complete agreed-upon work

    • Provide access to documents per policy

    • Coordinate transitions as appropriate

    Why We Operate This Way
    Professional transitions protect both parties and maintain goodwill.

    What This Means for You
    You are not left without access to your records.

  • Short Answer
    Start with the screening questionnaire and discovery process.

    How This Works at ReFrame
    The screening questionnaire and discovery call are designed to help both sides determine fit before moving forward.

    Why We Operate This Way
    Clear expectations reduce frustration and improve outcomes.

    What This Means for You
    You can make an informed decision before committing.