Cancellation & Refunds | Phoenix Family Law

DRAFT — pending review by a qualified solicitor. Not yet in force. This policy is a working draft published for transparency while our paid support services are being prepared.

Before launch: the addressee block of the model cancellation form below must be completed with the trader's actual name, postal address and email. This is a hard launch blocker.

Your cooling-off right, in plain English

When you buy our support services online, by email or by phone, the law gives you a 14-day cooling-off period. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to contracts made "at a distance".

Your 14 days run from the day after you accept the engagement letter and end 14 days later.
You do not have to give any reason for cancelling.
You only need to tell us you want to cancel before the 14 days end — your message can arrive with us after the deadline as long as you sent it before.

How to cancel

Tell us, in any clear statement, that you want to cancel. You can:

Email us — using the contact email in your engagement letter or the site footer; or
Write to us by post — at the postal address in your engagement letter.

You can use the model cancellation form below, but you do not have to — a plain email saying you wish to cancel is enough. If you cancel by email, we will confirm receipt without delay.

What happens when you cancel

If no work has started: you receive a full refund of everything you have paid, within 14 days of the day you told us you were cancelling.
If you asked us to start early: when you accept the engagement letter you can expressly request that we begin work within the cooling-off period. If you do, and you then cancel before the 14 days are up, you pay a proportional amount for the work done up to the moment you told us you were cancelling, and we refund the rest.
If the work is already complete: if we have fully performed the service within the cooling-off period, and we only started because you expressly requested it and acknowledged you would lose the right to cancel on completion, the cancellation right no longer applies.

We will never start work inside your cooling-off period unless you have expressly asked us to in writing. If you are unsure, simply wait the 14 days — nothing is lost by starting after the cooling-off period ends.

Model cancellation form

You may copy and complete the statutory model form below (from Schedule 3 of the Consumer Contracts Regulations 2013) and send it to us by email or post if you wish to cancel, though it is not compulsory.

To: Phoenix Family Law [trading entity, postal address and email as stated in your engagement letter]

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service: [describe the support tier or service],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

Refunds

Refunds are made using the same payment method you used, unless we agree otherwise, and always within 14 days of your cancellation. We never charge a fee for processing a cancellation or refund.

Questions

If anything here is unclear, contact us before you accept an engagement letter — we would rather answer questions early. Our full terms are on the Terms of Service page.