Service Cancellation & Refund Policy

Scope of this policy

This policy applies to will-writing services supplied by LIFE IS TOO SHORT LIMITED, company number 15724492. It should be read alongside the service description, order confirmation and terms applicable to the service purchased.

Before you place an order, we will explain the agreed service, price, payment arrangements, delivery estimate and any relevant cancellation information. An initial enquiry or consultation request does not itself constitute an accepted paid order unless we expressly confirm otherwise.

Statutory cancellation rights

Depending on how and where a contract is made and the nature of the service, consumer cancellation rights may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable law.

For many qualifying distance or off-premises service contracts, consumers generally have a 14-day cancellation period beginning on the day the contract is entered into. The applicable rules, exceptions and consequences depend on the specific contract and circumstances. The 14-day period does not automatically apply to every type of transaction.

If a statutory cancellation right applies, you may exercise it by making a clear statement that you wish to cancel. You do not have to use a particular form, although the contact details in this policy may be used to send your request.

How to cancel an order

To request cancellation, email enquiries@lifeistooshort.services or use our Contact page.

Please include, where available:

• Your name and the email address used for the order.
• Your order reference or service description.
• A clear statement that you wish to cancel.
• The date of the order, if known.

We aim to acknowledge cancellation requests within five working days. This acknowledgement target does not change the date on which a valid statutory cancellation notice takes effect. If a statutory deadline may be approaching, please send your notice promptly and keep a copy of the message.

We will confirm receipt and explain the next steps, including any information needed to assess the applicable cancellation terms and refund.

Where work starts during a cancellation period

If you ask us to begin a service during a statutory cancellation period, we will handle that request in accordance with the applicable legal requirements. Where required, we will obtain your express request to start early and provide the required information about the consequences of cancellation.

If you subsequently cancel after work has begun, you may be required to pay a proportionate amount for the service supplied up to the time you communicated your cancellation, but only where the law permits this and the relevant requirements have been met.

If the service has been fully performed during the cancellation period, the right to cancel may be lost only where the applicable legal conditions have been satisfied, including any required prior express consent and acknowledgement. We will not assume that a right has been lost merely because work has started or a document has been prepared.

Refunds and work already completed

Refund eligibility is assessed in accordance with the contract, the work carried out and applicable law. We will explain the basis for our decision rather than apply a blanket rule that all payments are non-refundable once work begins.

Depending on the circumstances:

• If you cancel within an applicable statutory cancellation period before work starts, you will generally be entitled to a refund of payments made, subject to the applicable law.
• If work has started following a valid request to begin early, a permitted proportionate charge may apply for the service supplied before cancellation.
• If the service has been fully performed and the legal requirements for loss of the cancellation right have been satisfied, a statutory cancellation refund may not be due.
• If you cancel outside a statutory cancellation period, the outcome will depend on the agreed terms, the work completed and any other rights available to you.
• If the service was not supplied as agreed, or another legal remedy applies, your rights may differ from the ordinary cancellation arrangements.

Refund processing

Where a refund is due, we will process it without undue delay and within any deadline required by law. Where the statutory cancellation rules require repayment within 14 days of receiving notice of cancellation, we will follow that requirement as applicable to the contract.

Unless the law or a different arrangement requires otherwise, refunds will normally be made using the original payment method. The time taken for the funds to appear in your account may depend on your bank or payment provider.

If we cannot continue the service

If we become unable to provide the agreed service, we will contact you to explain the situation and discuss appropriate next steps. Depending on the circumstances and applicable law, this may include an alternative arrangement agreed with you or a refund for services not supplied.

We will not substitute a materially different service or impose an additional charge without an appropriate basis and, where required, your agreement.

Changes to instructions and delays

If your wishes or circumstances change after work has begun, please contact us as soon as possible. A change may affect the scope, price or estimated delivery time. We will explain any proposed additional work and charge before proceeding.

A request to change instructions is not necessarily the same as a cancellation. If you wish to end the service, please state clearly that you are requesting cancellation so that we can assess it under the relevant terms and law.

If work is delayed because required information has not been provided, we will aim to explain what is needed and any anticipated effect on delivery. Any cancellation or refund request will still be considered on its merits and under applicable legal requirements.

Questions and complaints

If you have a question about a cancellation decision or believe your request has not been handled correctly, please contact us and explain your concern. We will review the information and respond in accordance with our Complaints Policy.

You can also review our Service Delivery Policy for information about preparation, delivery, draft review and the scope of the service.

Contact details

LIFE IS TOO SHORT LIMITED
Company number: 15724492
Suite 6, Tower House, New Portreath Road,
Redruth, England, TR16 4QL

Email: enquiries@lifeistooshort.services
Telephone: +44 7771 583387

For a cancellation request, please use the email subject “Cancellation Request” and include your order reference where available.