Terms & Conditions of our Services

Our terms and conditions are designed to be straightforward and will vary depending on whether you engaging us directly or purchasing services carried out by third parties.

Your Statutory Rights

These terms and conditions do not affect your statutory rights (legal rights) in any way.

Service and Delivery

After completing the purchase of any of our services, you will be sent an e-mail with instructions on how to access your online case file. You can then access your secure case area to complete the details needed to prepare any application.

Divorce cases

We will prepare your divorce application usually within 1 working day of receiving your information.  We will then arrange for you to review your application and make the application to the court digitally. All documents are sent to you digitally unless a specific request for hard copies are made.

If you require documents to be sent by post there will be a small charge to cover the cost of postage, printing and time. These charges are listed in the court fees and other occasional charges below.

If we have raised any questions with you, then this delivery timescale will, of course need to be extended and for general guidance.

14 Day Refund Policy all services

This website complies with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in that you have a 14 day cooling off period to decide whether you wish to proceed with services supplied directly by Online Legal Services Ltd, which starts on the day after you have purchased the service.

However,  certain exemptions apply.

1. If you have activated your account and completed any questions in our DivorceTrak system within the cooling off period, we will part refund you the price paid, less an administration charge for work carried out to the point of your request. These charges are available on request as different charges apply depending on the service purchased.

2. If we have sent completed documents to you or made a digital application no refund will be payable save as set out below.

Communication with us

You are purchasing an online service that relies on a certain level of automation. Please ensure that you regularly communicate with us. You must contact us if you have not heard from us within 3 months of any step in the divorce or consent order process being carried out. For instance, if we file a consent order on your behalf and you do not hear from us, do not assume an order has been made, things can and do get lost at court.

We will give you a breakdown of the steps in each case and the likely length of time between each step.  Our system will flag where a case has exceeded that time and we will then chase the court.

If your case is between 6 months and 12 months old without any contact from you, a reactivation charge of £150.00 will apply. If it is over 1 years old, you will have to the price for a full service as we no longer hold your records.

Court fees and occasional additional Charges

You understand that court filing fees are payable on all court actions unless you are exempt. For a standard divorce they are currently £593 and for a consent order, they are £58. You may be exempt from court fees if you are on low income or benefits. Please ask us for more information and we will be able to advise you. We will refund our fees if we calculate you are eligible for fee remission but the court make a different decision.

We also occasionally have to charge an administration fee when extra work is involved over and above the original service. We don’t like doing it, but we do have to charge for our time on occasions. Please ask for a quote as these fees vary depending on the situation.

Here are some examples: Consent orders and agreements

Where the court service has changed the format of official documents, but clients have not filed them at court prior to those changes taking effect and new documents need to be prepared.

Where you need detailed assistance in completing the financial questionnaire (D81) we can provide a fixed fee telephone service for £50.00 incl. vat.

Where you require amendments to your documents once they have been created checked and sent to you.

If the court require you to file additional documents or paperwork, we sometimes have to charge for additional documents that fall outside the scope of your service.

If additional court fees must be charged to comply with court orders, then these will be payable to the court and we will notify of them if required. If we are no longer able to assist you because of a breakdown in an agreement or solicitors have been instructed, then we will refer you to our Solicitor partners.

Our amendment fees will be no more than £150 incl. vat

Payment of court fees through Divorce-Online

If you wish to pay court fees through us we will charge an administration charge to cover our costs. You do not have to use us to pay these fees, you can do so directly to the court. Please ask as the charges vary depending on the fee to be paid.

Postal Charges

If you require documents to be posted the fees are as follows

Divorce only services £10.00
Divorce and consent order services £20.00

Recorded and special delivery by arrangement.

Court Fees Remission and exemption

Clients who are on low income or certain benefits such as universal credit may be eligible for court fee exemption/remission. They must complete their own application and it must be completed correctly. Our advisers will be able to help calculate whether you are eligible . We will refund our fees if an adviser calculates you are eligible for fee remission  but the court make a different decision.

The use of our online calculator on the website is for information purposes only and we will not be able to refund our fee if you are found not to be eligible for remission.

Timescales

All timescales given upon purchase for any service provided are based on an average of all cases taken over the last 6 months and change on a monthly basis. Your individual case may take longer than advertised due to factors outside our control such as staff absence, court related issues such as strikes, or supplier issues.

We try to be as realistic as we can, but are unable to guarantee any timescale given as the service delivery depends on factors outside our control. The time a divorce takes depends on the reliability of the court service and we cannot be held responsible for delays at court once your documents have been filed.

Please also bear in mind that if the information is given incorrectly, we have to raise queries or a court raise queries, this will cause delays. We therefore always advise that clients do not book events that may be directly tied to the production of a final decree until they are in receipt of the certificate.

Consent Orders and other Agreements

Financial consent orders will normally be delivered with 38 working days of receiving your instructions, but this may not always be achievable because of the complexity or nature of the terms of the order. We will advise you if that timetable needs to be extended.

You proceed on the basis that you have not received legal advice from Online Legal Services Limited on the terms of your (any)settlement. You are strongly advised to seek legal advice on the terms of any settlement you have reached as the court has a wide discretion to refuse to grant an order, request more information or raise questions.

Our third party solicitors will draft your order strictly limited to the information given to them in a questionnaire. They nor we have any duty to advise you of the consequences of the order. You also agree that you will check your drafted order for any omissions or errors upon receipt before filing any document with the court. No client relationship will exist between you and any firm of solicitors instructed by us to prepare documents for this service.

Standalone consent orders where we have not filed your divorce.

Online Legal Services Limited are not a solicitors firm and do not go on the court record as acting for you once a standalone consent order has been filed at court. Our retainer ends at this point. All correspondence from the court will be sent directly to you and you will have to communicate with them directly. If you change address, you must notify them immediately. If you require more comprehensive assistance we advise you to purchase a Solicitor Managed Consent order.

We reserve the right to charge additional fees if your order needs substantial amendment after it has been drafted or filed or in order to comply with any judicial request. The fee will no more than £150 per request. No fee will be payable if the mistake is the fault of Online legal Services Limited

Legal Advice, Limitation of Liability in respect of the documents and digital service.

We do not give legal advice regarding your documents or any aspect of your case and you proceed on that basis. We cannot be held liable for any action you undertake in any proceedings whatsoever, save where we are in breach of contract.

We have included within this agreement a disclaimer in respect of our liability in respect of the documents and digital service. Please read it carefully as the following are the terms upon which we will provide the document to you.

If you use any document in the Divorce Online service, it will be on the terms which are stated on this page.

What you are purchasing from us is a web services product which has been prepared by experienced Family Lawyers in conjunction with Information Technology Specialists.

The software creates documents for you based on the data you have personally entered into the fields of our bespoke software. It is your responsibility to ensure you enter the correct information into the fields as it may cause delays later and additional fees if your documents need to be amended.

These documents will be checked by our case managers to ensure they are correct based on the data provided.

Whilst we and our experts who have drafted the template documents have taken every care to ensure the accuracy of the contents of the documents, due to the continuing changing nature of the legal system the information contained in the documents will during the passage of time need to be updated. Therefore you must process your documents within 6 months of purchase.

We do not give legal advice regarding your documents or any aspect of your case and you proceed on that basis. We cannot be held liable for any action you undertake in any proceedings whatsoever, save where we are in breach of contract.

Where we are instructed to manage your divorce, you act as a litigant in person. You will sign a letter of authority to allow the court to communicate with us.

If a court or any other body having the power to rule on disputes decides that any part of this Disclaimer is not reasonable or cannot be enforced for any reason, this will not affect the validity of the other parts of this Disclaimer which will continue to be in full force and effect.

The use of the website and the documents when downloaded by you are for your personal use only and will clearly on the face of them be shown to be licensed to you. You may not use the Web site or the documents for any other purpose except for your own personal use. You may however use the documents as many times as you wish. You may not remove the license or use the documents for any commercial purpose whatsoever and the copyright in them belongs to Online Legal Services Limited trading as Divorce-Online and Divorce Online “DOL”. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Web site.

Our Divorce Trak software services are valid for a period of 6 months only. After this period, you will be charged a £100.00 reactivation fee if you wish to continue. This is because the documents and requirements of the court change on a regular basis. We, therefore, advise you to complete your questionnaire and download your documents as soon as you have ordered.

Disclaimer: Exclusion of Liability for Financial Consent Order Drafting

Introduction:

1.1. Online Legal Services Limited (“We,” “Us,” or “Our”) provides divorce document preparation services, including the preparation of financial consent orders. The actual drafting of documents is subcontracted to Online Legal Services Solicitors Limited (“Service Provider”), a regulated law firm, operating on an execution-only basis.

Client Responsibilities:

2.1. The client acknowledges that they have a responsibility to provide accurate and complete information to Online Legal Services Limited regarding their financial consent order requirements.

2.2. The client is responsible for reviewing all documents prepared by Online Legal Services Limited or the Service Provider for errors or inaccuracies before submission to the relevant authorities.

No Legal Advice:

3.1. We and the Service Provider are not providing legal advice. Online Legal Services Limited provides document preparation services, while the Service Provider is a regulated law firm that provides execution-only drafting services based on the information provided by our client. We are not agents for OLS Solicitors.

3.2 For non-solicitor managed consent orders we do not complete the D81 financial information form as part of our services. if you require assistance in completing this form we can assist for a fixed fee of £50.00 incl vat.

Disclaimer of Liability:

4.1. We and the Service Provider are not liable for any errors, omissions, or inaccuracies in the financial consent order that result from incorrect or incomplete information provided by the client.

4.2. We and the Service Provider are not responsible for the consequences of any mistakes, discrepancies, or omissions in the financial consent order or related documents.

Client Verification:

5.1. It is the client’s responsibility to verify the accuracy and completeness of the financial consent order before using or submitting it to any legal or governmental authority.

Legal Review:

6.1. We strongly recommend that the client consult with a qualified legal professional, such as the Service Provider (Online Legal Services Solicitors Limited), to review the financial consent order for legal accuracy and compliance with relevant laws and regulations.

No Guarantee:

7.1. We and the Service Provider do not guarantee the outcome of any legal proceedings, including those related to the financial consent order.

Limitation of Liability:

8.1. In no event shall Online Legal Services Limited, Online Legal Services Solicitors Limited, their officers, employees, or agents be liable to the client or any third party for any direct, indirect, incidental, special, or consequential damages, including but not limited to financial losses, arising out of the client’s use of services provided by Online Legal Services Limited or the Service Provider.

Indemnification:

9.1. The client agrees to indemnify and hold Online Legal Services Limited and Online Legal Services Solicitors Limited harmless from any claims, losses, liabilities, or expenses, including legal fees, arising from any errors or inaccuracies in the financial consent order attributable to the client’s actions or omissions.

Modification of Disclaimer:

10.1. We and the Service Provider reserve the right to modify this disclaimer at any time without prior notice. Any changes will be effective immediately upon posting on our website or notifying the client.

By using the services provided by Online Legal Services Limited and the Service Provider (Online Legal Services Solicitors Limited), the client acknowledges that they have read, understood, and agreed to this disclaimer, and they accept full responsibility for the accuracy and completeness of the information provided.

Solicitor Managed Services

Introduction:

We act as a marketing agent for OLS Solicitors, a third-party company specialisng in legal services. By making a purchase through our website, you agree to the following terms and conditions:

1. Data Sharing:

We may share your contact and purchase information with OLS Solicitors.

OLS Solicitors will become your primary point of contact for customer service, billing inquiries, or any other matters related to your purchase.

2. Compensation:

OLS Solicitors will pay us a fee as compensation for our marketing services. This fee is not an additional cost to you.

3. End of Our Involvement:

Once your purchase is complete, our involvement in the transaction concludes.

Further communication or interaction will be solely between you and OLS Solicitors.

4. Binding Agreement:

By making a purchase through our website, you agree to be bound by OLS Solicitor’s terms and conditions, which may differ from ours and your statutory right to a refund will start one day after they have sent their client care documentation to you by email. All OLS Solicitors services will require you to complete identity checks and a fee may be charged for providing a digital check.

5. Questions and Concerns:

If you have any questions or concerns about your purchase or the services provided by OLS Solicitors, please contact them directly.

Service Provision:

Services may be carried out by Solicitors, Chartered Legal Executives, or Paralegals under the supervision of a Solicitor.

Timescales:

Any timescale provided for a solicitor service begins upon receipt of signed terms and conditions and anti-money laundering documentation.

These timescales are for guidance and may be extended to account for staff absence or unforeseen events.

Change in Terms:

OLS Solicitors may occasionally need to modify the terms of their retainer with you, particularly when the terms of service are no longer appropriate under a fixed fee arrangement.

You will receive written notification of any such changes along with an estimate of costs, minus any costs already paid.

You have the option to decline these new terms, and a refund may be issued, deducting any work carried out at the hourly rate of the responsible fee earner.

Ownership:

Online Legal Services Solicitors Limited is wholly owned by Online Legal Services Limited.

Scottish Divorce Services

The Scottish divorce service is provided by Francis Collins of 7 Rydel Place East Kilbride G75 8YN.

We act as a marketing agent for Francis Collins a third-party  that offers specific legal services. By purchasing through our website, you agree that we may share your contact and purchase information with Francis Collins. They will become your primary point of contact for any customer service issues, billing inquiries, or other matters related to your purchase. As compensation for our marketing services, Francis Collins will pay us a fee, which is not an additional cost to you. Once your purchase is complete, our involvement in the transaction ends and any further communication or interaction will be between you and Francis Collins. By purchasing through our website, you agree to be bound by Francis Collin’s terms and conditions, which may differ from ours. If you have any questions or concerns about your purchase or the services provided by Francis Collins, please contact them directly.

Purchasers of the Simplified divorce pack are not entitled to a refund at any time as the package is unsealed software and as such is wholly exempt from Distance Selling Regulations. We are not Solicitors in Scotland or England

Complaints Procedure

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and enhance customer experience.

We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure.

If you have a complaint, please contact us with the details of your complaint, in the first instance by e-mail to [email protected] with the word complaint in the subject line.

What will happen next?

1. We will send you an e-mail acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. We will then investigate your complaint. This will involve passing your complaint to a senior Manager, who will review your complaint by reading your file and speaking to the case managers and other team members to ascertain the facts of the case.
3. Your complaint handler will then respond to your complaint within 7 days of receipt with their conclusions in writing.
4. If you are not satisfied with their conclusions, your complaint and case notes will be passed to a Director for review who will normally respond within 7 working days (unless on leave).
5. If you are not satisfied with the response we will provide you with details of an independent dispute resolution service provided by The Institute of Paralegals whose code of conduct and decisions, we are obliged to abide by and you may use their dispute resolution service for free. We will provide you with details of how to access this service if required.Terms correct as of 24.09.2024