Refund Policy

This refund policy explains your rights when purchasing services from ConsentOrder.org.uk, a trading name of Family Legal Ltd. This policy applies to consumers in England and Wales and should be read alongside our Disclaimer.

1. Your 14-Day Cancellation Right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel within 14 days of purchase and receive a full refund, unless:

• We have already completed delivering the service, or
• You have specifically requested that we start work within the 14-day period and agreed to waive your cancellation right

Submitting your questionnaire, uploading documents, or booking a consultation within 14 days indicates your request for us to begin work immediately.

Below, we explain how these rights apply to each of our services.

2. Consent Order Service (£499)

3. AI Barrister Review (£9.50)

AI Barrister reviews are non-refundable once the review has been generated and delivered to you.

A refund will be considered only if:

• Following our investigation, we confirm the AI report contains a significant factual error or misapplies established legal principles, or
• The report is materially compromised by AI hallucination or technical failure

If a refund is approved following investigation, it will be issued in full. Please note that disagreeing with the AI's assessment of fairness does not constitute grounds for a refund, as the service provides analysis based on legal principles, not personalised legal advice.

4. Legal Advice Services

Where we provide regulated legal advice through our solicitor partners:

• You may cancel within 14 days of purchase for a full refund, provided the advice has not yet been delivered
• No refund is available once legal advice has been provided, whether in writing, by telephone, or during a consultation

5. Additional Services

For any other services offered through consentorder.org.uk or Family Law Service:

• You have 14 days from purchase to cancel for a full refund, provided the service has not started
• If you request the service to begin during the 14-day cancellation period, you waive your right to cancel
• Once work has commenced, refunds are not available

6. McKenzie Friend and Court Support Services

For McKenzie Friend services, meeting support, or hearing assistance:

• A 50% refund is available if you cancel before the scheduled meeting or hearing
• No refund is available if you cancel within 24 hours of the scheduled appointment

This reflects that McKenzie Friends block out time specifically for your appointment and cannot reallocate this to other clients at short notice.

7. How to Request a Refund

To request a refund, please contact us in writing at hello@familylawservice.co.uk

Please include the following information:

• Your full name
• Order or reference number
• The service you purchased
• Your reason for requesting a refund
• Date of purchase

We aim to process all refund requests within 5 working days. Approved refunds will be issued to your original payment method within 14 days of approval.

8. Court Fees and Third-Party Costs

Our refund policy applies only to fees paid to consentorder.org.uk. We cannot refund:

• Court fees paid directly to HM Courts & Tribunals Service
• MIAM fees paid directly to mediation services
• Any other third-party costs

9. Questions About This Policy

If you have questions about this refund policy, your cancellation rights, or need clarification on whether a refund applies to your situation, please contact us:

ConsentOrder.org.uk is a trading name of Family Legal Ltd (Company Number: 16431127).