Cancellation & Refunds

This page explains your rights to cancel a purchase or subscription, how those rights can be affected when you ask us to start providing a service straight away, how to cancel, and how we handle refunds. It covers purchases and subscriptions on every site the same operator runs: TheWILL.ai (estate planning), Expat183 (tracking the days you spend in each country) and Orchard72 (portfolio tracking). It should be read together with our Terms of Service, which set out the full terms of your agreement with us. Where anything here differs from a statutory right you have as a consumer that cannot lawfully be excluded, that statutory right takes precedence.

Nothing on this page is legal advice; it is a general description of how cancellations and refunds work on our platform.

1. Your right to cancel

If you are a consumer, you generally have a statutory period after buying a subscription or a digital product during which you may change your mind and cancel for a refund. This is often called a "cooling-off" period. During this period you can contact us to cancel and, subject to the point below about services that have already started, ask for your money back.

• Subscriptions: you can cancel at any time. If you cancel within the statutory cooling-off period and the service has not yet started (see section 2), you are entitled to a full refund. Outside that period, and outside the renewal cooling-off described below, cancellation stops future renewals but does not by itself refund the current period.
• Subscription renewals: each time your subscription renews, a fresh cooling-off period runs from the start of that renewed billing period. Cancel inside it and you may ask for the renewal charge back. Where you have not used the service in that renewed period, the refund is approved automatically and in full; where you have, we review the request and may refund the unused portion. This is the same right described in Section 7.2 of our Terms of Service.
• One-time purchases (such as will generation, or a power of attorney or an advance decision): if you have paid but the document has not yet been generated, you may cancel within the cooling-off period for a full refund. Where a power of attorney or an advance decision was bought as a couple purchase, the cooling-off right applies to the purchase as a whole, so cancelling it cancels the document for both partners and any invitation still outstanding stops working.

We have to give you this cancellation information before you are bound by the contract. If we fail to do so, your cancellation period is extended by up to 12 months from the day it would otherwise have ended, and if we then supply the missing information inside that extended period the statutory cancellation period runs from the day after you receive it. This is the same right described in Section 7.1 of our Terms of Service.

2. When the cooling-off right can be lost

Some of what we provide is a digital service that is supplied immediately. Where you ask us to begin supplying that service during the statutory period, and you acknowledge that doing so means you will lose your right to cancel once supply is complete, your cooling-off right may end early. This mirrors the consent you give at checkout before a service begins.

If a service has only partly been provided when you cancel, any refund may be reduced to reflect what has already been supplied.

Losing the statutory right does not leave you with nothing. Our own money-back refund guarantee is separate from it and continues to apply either way: you may ask for a refund while the refund window is open whatever you confirmed at checkout. Where your use of the service has been minimal, the full refund is approved automatically. Where more of the service has been used, we review the request and may refund the unused portion rather than the whole amount.

3. How to cancel

• Manage a subscription: you can stop future renewals from your account settings. Your access continues until the end of the period you have already paid for, after which the account reverts to the Free plan.
• Ask for a refund or help: use the contact form and tell us what you bought, when, and the email address associated with your account. If you have an account, contacting us while signed in helps us respond more quickly.

• Gift cards bought without an account: you can buy a gift card as a guest, so there is no account for you to cancel from. Use the same contact form and quote the order reference from your confirmation email together with the email address you bought with. That reference is how we identify a guest order. You do not need to create an account to ask for a refund, and the refund goes back to the card you paid with. An unredeemed gift card can be cancelled at any time for a full refund; once the recipient has redeemed it, it is no longer refundable. Our Gift Card Terms set this out in full.

You do not need to use any particular form of words to cancel: a clear statement that you wish to cancel is enough.

4. How refunds are handled

Where a refund is due, we aim to process it promptly and, wherever possible, to the original payment method. Your bank or card provider may take a few days to show the refund. Taxes charged at checkout are refunded together with the amount they were applied to.

If your will has already been generated when you contact us, the core service has been delivered; even so, we will work with you to understand and resolve any concerns you have. Fees you pay directly to an independent legal professional for their review are separate from our platform charges and are a matter between you and that professional.

Paid appointments booked through a professional's booking page work slightly differently. You need an account with us to book one, because payment is taken when you book. The time is held for you for a short while; if payment is not completed in that time, the hold expires, the time is released and you are not charged. If a paid appointment is cancelled, any refund follows the cancellation policy that the professional sets for that appointment and is returned to your original payment method.

5. If we discontinue the service

The sections above deal with a refund you ask us for. This one deals with the opposite case: we stop providing the service. Section 13 of the Terms of Service sets this out in full; in summary, we would give at least 90 days' notice, billing and renewals would stop when notice is given so that the period costs you nothing, and you would be able to export your documents and data throughout it.

Where you have prepaid for a period extending beyond the end of that window, the unused balance is refunded pro-rata. Unused add-on credits are never forfeited, whoever ends the arrangement and for whatever reason; their value is refunded with any other prepaid amount. These arrangements are in addition to your statutory rights, not in place of them.

If instead we were to enter administration or liquidation, a refund claim would rank as an unsecured claim, which may be paid in part or not at all. Money prepaid to us is not held separately from our own funds. We state this as information about how the law would treat such a claim, not as a term you are agreeing to.

6. Related policies

This policy should be read together with our Terms of Service, Privacy Policy, and Disclaimers. If you are unhappy with how we handle a cancellation or refund, our Complaints Procedure explains how to raise the matter with us. Nothing in this policy limits any statutory rights you have as a consumer that cannot lawfully be excluded or restricted.