Cancellation and Refund Policy

You have 14 days to change your mind

You can cancel within 14 days and get all of your money back. You do not have to give a reason, and we will not ask you for one.

The 14 days start the day after we confirm your order. They are not shortened by anything you do, and there is no shorter deadline hidden anywhere else in this policy.

The refund is the full amount you paid us. Nothing is deducted for work already done, and there is no administration charge.

To cancel, telephone 0800 246 1961 or email hello@pendragonlegacy.co.uk. Telling us in your own words is enough — there is no form to complete and no particular wording you have to use.

If you ask us to start straight away

Most people would rather we began at once than waited a fortnight, and we are happy to. Asking us to start does not cost you the right to cancel.

You can still cancel, in full, at any point until your documents have been fully prepared — that is, drafted from the answers you gave, checked by an experienced legal professional, and sent to you. Being part-way through makes no difference: until all three of those have happened, the refund is still the whole amount, and we still deduct nothing for the work.

Once your documents have been prepared, checked and sent to you, the service has been carried out in full and the 14-day right comes to an end. That is the only thing that ends it.

Please still get in touch after that if something is wrong. The next two sections apply whether or not the 14 days have passed.

If your documents do not arrive

Most straightforward documents are sent to you by email within 24 hours of us having everything we need. If yours have not arrived, tell us and we will find out why.

The commonest cause is an email sitting in a junk or spam folder, so it is worth looking there first. If it is not there, call or email us and we will send them again.

If we cannot get your documents to you, you get all of your money back. There is nothing to argue about, no form to complete and no deadline to meet.

If your documents have arrived but something in them is wrong, tell us. We will correct them and send them again at no charge. If you would rather have your money back than a corrected document, you can have it.

If we decide we cannot help

We do not take on every instruction. Where your answers suggest that your circumstances need tailored legal advice from a regulated firm — concerns about mental capacity or pressure from another person, a family disagreement, an estate large enough to face inheritance tax, a complicated marital situation, or anything else our questionnaire flags — we will tell you, rather than prepare a document that may not be suitable for you.

If that happens, two things follow. Both are promises, not matters we decide case by case.

• We will offer you a call to talk it through, so that you know what the difficulty is and what your options are. There is no charge whatsoever for that discussion.
• If you would rather simply have your money back, you can, in full. You do not have to take the call first, you do not have to give a reason, and it makes no difference how long ago you paid.

The same applies if you tell us you live outside England and Wales. Documents made under the law of England and Wales may not do what you need, so we will talk it through before taking any payment — and if we have already taken it, you can have it back.

How the money comes back

Refunds go back to the card or account you paid from. We do not offer credit notes or vouchers instead.

We start the refund as soon as we have heard from you, and in any event within 14 days. How quickly it then appears is your bank’s decision rather than ours, and it is usually a few working days.

The Office of the Public Guardian’s registration fee for an LPA is paid to the OPG and never forms part of what you pay us, so it is not part of anything we refund. The OPG has its own rules about fee reductions and exemptions.

How to cancel or ask for a refund

One route, and either half of it works:

• Telephone: 0800 246 1961
• Email: hello@pendragonlegacy.co.uk

Tell us your name, and your order reference if you have one to hand. If you do not, we will find you without it.

We will confirm in writing what we have agreed to do, so that you have a record of it.

If you are unhappy with how we deal with any of this, our Complaints Procedure explains how to tell us.

Your rights under consumer law

The 14-day right described above comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply because you buy from us at a distance — online or over the telephone. You also have rights under the Consumer Rights Act 2015, which requires a service to be carried out with reasonable care and skill.

This policy is intended to be more generous than those rules require, not less. If anything written here ever falls short of what the law gives you, the law applies and this page does not limit it.