Client Care & Terms

Welcome and Purpose

Thank you for asking Elephant Legal to support you.

Our aim is to make the process clear, comfortable, and straightforward from start to finish.

This document explains what you can expect from us, what we’ll need from you, and how everything — from pricing and timescales to privacy and refunds — works in practice. It also includes the legal terms that form our agreement with you.

We’ve written this in plain English because we believe legal information should be easy to understand. If there is anything you are unsure about, please ask — we will be happy to explain.

These terms create the agreement between you (“the client”) and Elephant Legal (“we”, “us”, “our”).

Regulatory Status

Elephant Legal is a legal services business providing support with non-reserved legal matters in England and Wales.

Our services include will writing and related non-reserved legal support. The specific service we provide will be confirmed in your booking or confirmation email.

Under the Legal Services Act 2007, certain legal activities are defined as “reserved legal activities” and may only be carried out by authorised and regulated professionals. Wills are not a reserved legal activity, which means they can be prepared by both regulated professionals (such as solicitors) and specialist will-writing services.

Elephant Legal is not a firm of solicitors and is not regulated by the Solicitors Regulation Authority.

We do not carry out reserved legal activities. Where a matter falls outside the scope of our service, or where a regulated provider may be more appropriate, we will explain this clearly.

Your Instructions and Our Service

We will carry out the work you have instructed us to do as described in your booking, quotation, or confirmation email.

Our service will normally include:

  • taking your instructions;

  • preparing draft documents for your review;

  • finalising your documents and providing guidance on next steps (such as signing); and

  • securely storing a digital copy on request.

We will perform our services with reasonable care and skill, based on the information you provide.

We rely on the accuracy and completeness of the information you give us, except where we are required to verify identity. If your circumstances or objectives change, please tell us as soon as possible so we can confirm whether further work or revised fees will apply.

Joint Instructions

Where you are instructing us jointly (for example, as a couple), you agree that we may act for both of you together.

We will treat each of you as a client and will act in your joint best interests. Information provided by one of you may be shared with the other unless you ask us not to do so before work begins.

If a conflict of interest arises, we may not be able to continue acting for both of you and will explain your options clearly.

Supporting Information

This agreement should be read alongside any forms you complete as part of the process, including client intake forms, fact-finding forms, and identity verification.

It should also be read alongside our supporting policies, which explain how we protect your data, handle complaints, and manage our systems:

  • Privacy Policy

  • Complaints Policy

  • Finance Policy

  • Any other relevant supporting documents

Copies are available on request or through our website.

Timescales

We aim to complete straightforward matters within approximately fourteen working days from the point at which we have received all required information and confirmed your instructions.

Timescales may vary depending on the complexity of your circumstances and the information provided. We will keep you informed if anything changes.

Our Fees and How to Pay

Our fixed-fee quotation confirms the total price for your chosen service, inclusive of VAT (where applicable).

Payment is typically made in stages. This may include an initial booking fee, followed by a final balance payable before draft documents are prepared.

Any likely additional costs will always be explained and agreed with you in advance.

We will issue an invoice showing your payment reference. We do not accept cash payments.

No additional charges will ever be applied without your prior written or recorded consent.

Cancellation and Refund Rights

You have the right to cancel this agreement within 14 days of accepting these terms, without giving any reason and without penalty.

To cancel, please contact us in writing or by email.

If you ask us to begin work during the 14-day cancellation period, you agree that your right to cancel may be reduced or lost once the service has been fully performed.

If you cancel after work has started but before completion, we will refund your payment minus a fair amount for the work already undertaken.

Refunds will be processed promptly and confirmed in writing.

Confidentiality and Data Protection

We treat all client information as strictly confidential.

Your personal data will be used only for providing services and fulfilling our contractual and legal obligations.

We comply with the UK GDPR and the Data Protection Act 2018. We are registered with the Information Commissioner’s Office (ICO) as a data controller (registration number: ZC047142).

Full details of how we collect, use, and protect your data are set out in our Privacy Policy.

We will not share your information with third parties without your consent, except where required by law.

Complaints and Redress

We are committed to providing a high-quality service.

If you are unhappy with any aspect of our work or charges, please raise the issue with us as soon as possible so we can try to resolve it.

We will acknowledge your complaint within five working days and aim to provide a full response within 28 days.

If you remain dissatisfied, you may refer the matter to an independent Alternative Dispute Resolution (ADR) provider. Details will be provided if needed.

Our full process is set out in our Complaints Policy.

Liability and Insurance

We hold Professional Indemnity Insurance with cover of at least £500,000 for any one claim.

We are responsible for any loss caused by our failure to use reasonable care and skill.

Our services are provided based on the information you give us, which we are entitled to rely on as accurate and complete.

We do not exclude or limit liability for death, personal injury, or fraud.

Our total liability to you for any matter will not exceed the level of our insurance cover in place at the time of the claim.

We are not liable for losses that were not reasonably foreseeable or that were outside our control.

Termination

Either party may end this agreement at any time by giving written notice.

If you cancel after we have started work, we may retain a fair amount of your payment to reflect the work already completed.

We may end this agreement for good reason (for example, non-payment or a conflict of interest) and will give reasonable notice where possible.

On termination, we will provide any documents you are entitled to receive.

Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales.

Any disputes will be subject to the jurisdiction of the courts of England and Wales.

Related Policies

This agreement should be read together with our supporting policies, including:

  • Privacy Policy

  • Complaints Policy

  • Finance Policy

These are available on our website or on request.

Acceptance

You will be asked to confirm your agreement by completing the acceptance form on this page.

By submitting that form, you confirm that you have read, understood, and agree to these Client Care Terms. This confirmation forms part of our agreement with you.

Closing

Thank you for choosing Elephant Legal.

We value your trust and look forward to supporting you.