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Refund Policy

Family Law Service

This refund policy sets out when you may be entitled to a refund for services purchased from Family Law Service. It applies to consumers in England and Wales and should be read in conjunction with our Terms and Conditions.

1. Your statutory right to cancel

Under the Consumer Contracts Regulations, you have the right to cancel most services within 14 days of purchase and receive a full refund, unless:

  • the service has already been fully delivered, or
  • you have requested that we begin the service within the 14-day cancellation period and have agreed to waive your right to cancel.

Booking an appointment, or returning the required paperwork, within the 14 days indicates your request for the service to start immediately.

The sections below explain how this applies to each of our services.

2. Legal advice services

Cancellation and refunds

  • You are entitled to a full refund if you cancel within 14 days of purchase, provided the service has not yet been delivered.
  • No refund is available once the legal advice has been delivered, whether provided in writing, by telephone, or by consultation.

3. AI Barrister review

Refund eligibility

Once purchased, AI Barrister reviews are non-refundable.

A refund will only be considered if:

  • following our investigation, we confirm that the AI report contains a significant factual or legal error, or
  • the report is materially affected by AI hallucination.

If a refund is approved, it will be issued in full.

4. Clean break consent order service

Cancellation within 14 days

  • You may cancel within 14 days of purchase and receive a full refund, unless you have requested that we begin work during this period.
  • If you request that we start work within the 14 days, you waive your right to cancel.

Once work has started

  • No refund is available once a paralegal has commenced work on drafting your consent order.

Court rejection guarantee

If the court rejects your clean break consent order due to a drafting error made by us:

  • we will issue a full refund, and
  • we will also provide a free redraft of the order.

This guarantee does not apply where rejection is due to missing information, inaccurate financial disclosure, the court disagreeing with the agreement reached, or changes requested by the court that fall outside drafting errors.

5. All other services

For all other Family Law Service products and services:

  • You are entitled to cancel within 14 days of purchase and receive a full refund, provided the service has not commenced.
  • If you request the service to begin within the 14-day period, you waive your right to cancellation.
  • Once the service has started, no refund will be available.

6. McKenzie Friend services and hearing support

  • A 50% refund of the meeting cost is available if cancelled before the meeting takes place.
  • If a booking is cancelled within 24 hours of the scheduled meeting, no refund will be issued.

This reflects the fact that the McKenzie Friend would be unable to allocate your time slot to another client at short notice.

7. How to request a refund

To request a refund, please contact us in writing using the contact details provided on our website. Please include:

  • your full name
  • order reference
  • the service purchased
  • the reason for cancellation or refund request

Approved refunds will be issued using the original payment method.

8. Contact us

If you have any questions about this refund policy or your rights, please contact us via our website.

Family Law Service is a trading name of Family Legal Ltd.

Policy checked by Jess Knauf, Co-founder Family Law Service 20th January 2025
Policy to be reviewed on 20th January 2027