Frequently Asked Questions
Registration and logins
How do I register?
Select the registration option from the main navigation menu and fill in the registration form.
I have forgotten my password. Can you help?
If you cannot remember your password then go to the site's login page where you will see a 'Forgotten your password?' link. Click this link and you will then be asked for the username of the account and registered email address. Enter these details, and if they match a registered account, an email will be sent to the registered email address with details of a new temporary password. You can then go back to the login page and enter your username and the new password provided. You will then be asked to create a new password.
Legal review
What is Legal Review?
When you have completed your document you can submit it for online to our review team for legal review, at no extra cost. One of our highly trained legal experts will check your answers and make sure your document meets your legal needs. They may get in touch to clarify some points if required.
How do I send my document for review?
Go to the 'My Documents' page, find the document that you want to submit for review and once you have answered all questions, click on the 'Send for legal review' button.
How do I print my document after the review is finished?
When the document review is finished you will get an email letting you know it is ready. You can then go to the 'My Documents' page and click the 'Download' button next to the returned document. This will display a small window with the choices of 'Download to Word' (if available) or 'Download to PDF'. Choose the format you want and save the file to your computer. You can then print it out like any other document.
How long does it take?
It normally takes three working days or fewer (though it can take longer at busier times) for our reviewers to either return the document to you as approved, or to get in touch to ask for more information they need to complete the review.
Payments and purchases
How can I request a refund for a service I have purchased?
If you are in any way dissatisfied with a document that was created or service that has been provided on this site, you can get in contact with us via the 'Contact us' page, and we will refund your money. The full amount paid will be refunded to the original source of payment.
Where can I find my purchased documents?
Any previously started purchased documents can be found on your 'My Documents' page after logging in. Any unstarted documents can be found by going to the 'My Documents' page and selecting 'Start document'.
How long will I have access to purchased documents?
You can access your documents for as long as your account is active. Your account will remain active as long as the service is still being offered and your account has not been disabled (either at your request or due to a breach of our terms of use). If for any reason you lose access to your account, you can contact us via our 'Contact us' page.
Where can I find the invoice for my purchase?
The invoice will be sent to you via the email address associated with the account. If you cannot find the invoice in your email inbox, it can also be found on the 'Documents not yet used' page next to the order in question for individual orders, or on the 'My subscription' page for subscriptions. There is also a record of all emails sent, including attachments on the 'Correspondence' page. If you're unable to find the invoice, contact us via our 'Contact us' page and our team will be able to resend the invoice.
What cards can I use for payment?
The cards we support are: Visa, Mastercard, American Express, China UnionPay (CUP), Discover & Diners, Japan Credit Bureau (JCB).
How do I change the payment method on my subscription?
You can change your preferred payment method and make amendments to your active subscription on the 'My subscriptions' page. You will be taken to a dedicated page for this via the 'Manage payment methods' link on this page.
How can I cancel my subscription?
To cancel your subscription please email us using
Legal helpline
When is the legal advice helpline available?
The hours of operation of the helpline can be found on the 'Contact us' page
What matters can I call the legal helpline about?
Our legal advice lines cover many areas of business and personal law including employment, business start-up, trading, debt recovery, Wills, powers of attorney, divorce, private landlord and consumer disputes. The area of law we advise on vary by service, and you can find out the exact areas we can advise you on by calling us the advice line.
How much does the helpline cost?
The legal helpline is included free with the service, there are no hidden costs.
My Documents
I have lots of the same type of document, how can I tell which one is which?
If you have more than one of the same type of document saved to your account, it can be difficult to tell at a glance which one is which. To fix this issue, you can 'Rename' your document on the 'My Documents' page, making it much easier to tell which document is the one you need.
How do I delete a document?
You can delete a document from the 'My Documents' page using the 'Delete' option. This moves the document to the bin and clears up your workspace. You can restore any documents in the bin to the active folders that have been moved there by mistake. If you want to permanently delete the documents you can 'Empty' the bin.
Note: Once the bin has been emptied, the documents that were in it will be permanently removed and cannot be restored.
If you delete a purchased document (and empty the bin) you can restart it by using the 'Start a new document' button and selecting the template you want.
Note: you cannot delete a document that has been reviewed by our team
How do I print my document?
Once you have logged into the website, go to the 'My Documents' section of the website and open the folder containing the document. All the documents contained within the folder you have opened will be shown on the right. Go to the document you want to print and click on 'Download'. This will open the document as a PDF or Word file which you can either save or print.
If you do not have a printer at home, try asking a friend or family member to borrow theirs. Alternatively, you could visit a library or office supply store that offers printing facilities and get it printed there.
Either log into the service at their place and print from there, or you can download (save) the document to a memory stick or your device, take that with you and print from there.
Can you post me the finished document?
Unfortunately, this is not a service we offer. For more help printing your document please refer to 'How do I print my document?'.
I have made some changes to my document by mistake, is there any way to get rid of them?
Yes, you can update the answers in your document by editing the document from the 'My Documents' page. From there you can use the progress bar at the top of the screen to move between different groups and change any answers you want.
The only times you will not be able to change your answers are if they are with our team for review or once the document has been approved by our legal team.
Do I have to re-enter the same information into every document I create?
If any previous documents have information that can be used in the new document, you can select the 'Transfer Data' option under the document to start a new document template and transfer selected data into it. You will also be prompted to transfer data into any new document you create, either from your account information or previously created documents.
I cannot see a 'Transfer Data' option under my document. Where is it?
If there is no 'Transfer Data' option available then either there are no suitable existing documents or templates to transfer data to, or there is no useful or suitable transferable data in the document.
What kinds of documents can I store using document storage?
You can store any documents online that you want using our document storage facility as long as they are Word documents, PDFs or images and no bigger than 2 Mb.
How can I update the document I have stored if it is now out of date?
You can go to the stored document on the 'My Documents' page and select "Replace" on the document options. This will allow you to upload a replacement file.
Can I see older versions of stored documents?
Yes, go to the stored document on the 'My Documents' page and select 'History' on the document options. From there you can find the version you want to revert to and select 'Preview' to download a copy of that version.
Note: this will not replace the current stored file with the previous version. To replace an uploaded file with past version, follow the same steps but instead of selecting 'Preview' instead select 'Restore'.
How do I remove a stored document?
You can go to the 'My Documents' page and select 'Delete' on the document options. This will move the document to the bin, where it will remain until the bin is emptied. After the bin is emptied the document will be permanently deleted.
General
Can you post me a blank form for me to fill in?
There is no form for us to post to you because the online questionnaire records all the information you would put in a blank form while also drafting the document with the correct clauses and wording in 'real time'.
We understand people like to see what they are doing as they go along, so you will see a preview of your document being drafted. You answer questions on the left-hand side of the screen, and the document is drafted on the right, so you can see when you type in an answer how that affects your document.
The system is really easy to use and if you get stuck, there is a customer support team that can help answer any questions you may have. Just visit the 'Contact us' page to get in touch.
Note that the support team cannot give legal advice or legal guidance, they provide technical assistance only.
I don't know what document I need; can you help?
Our services provide a variety of ways to find the right document for you.
- a 'Legal Lifestyle' which can advise you what documents you should consider and law guide articles you should read based on your life circumstances.
- a 'Business health-check' that can suggest documents you may need for your business based upon your answers to a few questions.
- a 'document discovery' feature that suggests questions you may have, based on a few key words, and documents that may help with those questions.
- a 'site search' that will suggest articles and documents based upon some key words you have searched for.
- selectors for different legal topics that will suggest appropriate documents for you based on your answers to a few simple questions.
Please note: our Customer Services team cannot advise you on which document to use or any other legal matter.
How can I change my contact details / email?
You can change all of your personal and contact details on the 'My Account' page.
How can I get in touch regarding an issue?
The 'Contact us' page has various contact methods listed that you can use to contact us.
I have deleted an email that you have sent it, can you resend it?
While we can resend some emails (you can request this by contacting our Customer Services Team), most of the emails sent to you can be seen by visiting the 'Correspondence' page.
Note: This will not include password reset emails.
Can I organise My Documents?
Yes, you can create folders on the 'My Documents' page and drag the documents into them to organise them. You can then access all the documents in the folder by selecting it from the navigation table on the left side.
Note: due to device limitations, you won't be able to drag documents on mobile devices but there will be a 'folders' link that you can use instead.
I need more information about an area of law, can you help?
Yes: We provide an in-depth 'Law guide' free of charge on the site that is constantly kept up to date with changes in the law and covers a variety of topics. This should be your first choice when looking for more information on a specific legal topic and can be found either in the main navigation or by running a search on the site. If you want more information about a specific document, the Guidance notes associated with that document should also prove useful.
Please note: our Customer Services cannot advise you on which document to use or any other legal matter.