Terms of Service

1. Agreement to Terms

By accessing or using any of our sites, TheWILL.ai, Expat183 and Orchard72 ("the Service"), operated by Expat183("we", "us", or "our"), you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any of these terms, you are prohibited from using or accessing this site.

These Terms of Service should be read in conjunction with our Privacy Policy, which describes how we collect, use, and protect your personal information.

Our Sites: One Operator, Three Services

Same Operator, Same Terms

We operate three sites: TheWILL.ai, Expat183 and Orchard72. All three are run by the same operator, on the same underlying platform and infrastructure, and these Terms of Service apply to your use of every one of them. References to "the Service" throughout these Terms include functionality accessed via any of these sites.

We also operate thefamilygroup.ai, the site of the group that runs those three services. It is an information site: there is no sign-in, no account and nothing for sale on it. These Terms cover your use of that site too, though the account, subscription and payment clauses below can only apply where you actually hold an account.

TheWILL.ai: Estate Planning

TheWILL.ai provides estate planning tools, including will creation and management, secure document storage, and access to a directory of verified legal professionals. Section 2 sets out what these services are, and what they are not, in full.

Orchard72: Portfolio Tracking

Orchard72 provides portfolio tracking. It records and displays the holdings and transactions you enter or connect, and it is information only. We do not provide investment advice, make personal recommendations, or arrange or execute any transaction. Our regulatory position is set out on About regulation.

Expat183: Residency Day Counting

Expat183 counts the days you record in each country and shows those totals against day thresholds you choose. It is a factual record-keeping tool. It does not determine your residency status in any country, it does not tell you what any threshold means for your circumstances, and it is not tax or legal advice. Residency rules vary by country and change over time, so consult a qualified professional about your own situation.

One Account, Three Sites

You have one account and one subscription, and both cover all three sites. Your subscription tier governs the features available to you on each site.

When you sign in on TheWILL.ai, the other sites sign you in when you visit them, without asking for your email address and password again. Signing in on any other site signs you in on that site only.

Signing out on any site signs you out of all three sites in this browser, including a site you signed in to directly with your email address and password. Your sessions on other devices are not affected. If a site still shows you as signed in afterwards, for example because it could not reach our sign-in service when you signed in there, sign out on that site too.

Data and Privacy

The same Privacy Policy and security measures apply regardless of which site you use. Your data is stored, processed, and protected identically across all three.

Portfolio and Investment Data

Transaction history, portfolio holdings, and investment information that you provide via Orchard72 are subject to the same data retention policies, security standards, and processing safeguards as all other data within the Service.

Products on Your Account

Your account can be enrolled in any of the three products: estate planning on TheWILL.ai, portfolio tracking on Orchard72 and residency day counting on Expat183. When you register, we enrol your account based on the site you registered on. You can add or remove products at any time in Settings > Product Features.

Enrolment decides which products appear in your navigation, on your dashboard and in our suggestions. It never hides or deletes your data: if you remove a product, everything you recorded in it stays in your account and remains available to you, and you can add the product back at any time.

One separate setting, "Show tracked investments in net worth", decides whether the investments you track on Orchard72 are included in your net worth on TheWILL.ai. It is off until you turn it on. It changes that display only: it never creates an estate asset record and never changes your will.

Changes to these preferences are logged with timestamps for your records. You may review this record in Settings > Product Features at any time.

2. About Our Service

2.1 What We Provide (Platform Services)

The Service is a technology marketplace that provides:

• AI-powered will creation and management tools
• Secure document storage and management
• A directory of verified, qualified legal professionals (see Section 2.2 for regulatory status details)
• Video consultation scheduling and facilitation
• Payment processing for professional services
• Recording and transcription services (with your consent)
• In-consultation chat and messaging
• Subscription plan management and billing
• One-time product purchases (single wills, Mirror Wills, credit packs, storage boosts)
• Mirror Will creation for couples
• Gift card purchases and redemption
• Referral programme
• Founding Member programme
• VIP concierge coordination (not legal advice)
• Will Location Registry (recording where your original will is kept and who should be told; see Section 33)

Where documents can be prepared. Preparing a will, a power of attorney or another legal document through the Service is currently available for 🇬🇧 United Kingdom - England, 🇬🇧 United Kingdom - Wales and 🇲🇹 Malta, with more jurisdictions coming soon. When you choose a jurisdiction that is not available yet, we tell you so before you start and you can register your interest to hear when it launches; we do not generate the document for it. The Service's other tools, such as asset and account records, the Document Vault and the Will Location Registry, are available wherever you live. Which jurisdiction's law applies to your estate depends on your circumstances, and nothing here is legal advice.

Document version history. Where the Service keeps a version history for a document, replacing that document does not remove what came before. For a file held in your Document Vault the earlier file itself is retained alongside the new one. For other documents, including a will you regenerate, we retain a record of each version and who created it rather than a downloadable copy of every one. Version history belongs to the document it describes: it carries no separate retention period, and it is deleted when that document is deleted, as set out in our Privacy Policy. The Service provides this history to be read; it does not provide a facility to reinstate an earlier version in place of the current one.

2.2 What Legal Professionals Provide

Independent legal professionals on our platform provide their own services directly to you, including legal advice, will review, document preparation, and consultations. We facilitate the connection but are not responsible for the quality, accuracy, or outcome of their professional advice.

Regulatory status: Legal professionals on our platform fall into different categories of professional oversight:

• Solicitors in England and Wales are regulated by the Solicitors Regulation Authority (SRA); in Scotland by the Law Society of Scotland (LSS); and in Northern Ireland by the Law Society of Northern Ireland (LSNI).
• Professional will writers who are members of the Institute of Professional Willwriters (IPW) or the Institute of Scottish Professional Will Writers (ISPW) operate in compliance with the IPW/ISPW Code of Practice. Will writing is not a reserved legal activity in the United Kingdom and these professionals are not subject to statutory regulation, but IPW/ISPW members are bound by their Code of Practice and are required to hold professional indemnity insurance at the minimum cover level their Code of Practice sets. Details of each professional's insurance status are provided in their engagement letter.
• Other qualified professionals (e.g. STEP members, CILEX practitioners) may be subject to their own professional body's standards and requirements.

Each professional's regulatory status and professional body membership are displayed on their profile page. You should review this information before engaging a professional. For more detail, see our guide to professional oversight and the IPW Code.

2.3 Not Legal Advice, and Not a Law Firm

2.4 Our Role: Facilitation and Introduction

The Service is operated by Expat183 as a technology platform. When you book or pay for a professional service through the platform, we act only as a facilitator and introducer: we connect you with an independent professional and provide the scheduling, messaging, and payment tools that support that connection. We do not ourselves supply legal, tax, or other professional services, and we are not a reseller of those services. The professional service is supplied to you directly by the independent professional under a separate agreement between you and them, and Expat183 is not a party to that agreement.

2.5 Service Scope: Defined by the Professional

Any service template, package, or fixed-fee offering shown on the platform describes a service the professional has chosen to make available; on our side it is a scheduling and payment wrapper only. The scope, content, deliverables, and standard of any professional service are set by the professional in their own engagement letter or terms of business, not by us. Where a professional's engagement letter differs from a service description shown on the platform, the engagement letter governs the professional service. You should read the professional's engagement letter before the work begins.

2.5A Professional-Initiated Service Offers

A legal professional you are already engaged with, or who is in active conversation with you on the platform, may send you a proposal for an additional service (a “Service Offer”). You are under no obligation to accept; you may decline at any time before signing the engagement letter, and a decline is recorded as a neutral response that does not affect any other engagement you have with that professional. The fee shown on the offer is indicative of the professional's marketplace pricing and is not a final quote until you sign the resulting engagement letter.

Acceptance of a Service Offer triggers a separate engagement for that additional service, with its own engagement letter and its own statutory cooling-off period under Section 7.1. The two engagements are independent of one another: cancelling the additional service during its cooling-off period does not cancel any pre-existing engagement with the same professional, and a separate refund (where applicable) applies under Section 7. Each Service Offer the professional sends is paired with a backend-generated anti-circumvention disclosure that we store verbatim alongside your response (acceptance or decline), so that both you and the professional have a tamper-evident record of the exact terms presented at decision time.

We may decline to deliver a Service Offer where doing so would conflict with our consumer- protection duties, for example where the professional has previously recorded a safeguarding flag against you that has not been cleared by a reviewing professional. In those cases the professional is informed that the proposal cannot be sent, but the underlying safeguarding record is not disclosed to you (it is special category data under UK GDPR Article 9 and is held by the professional in accordance with their regulator's rules).

2.6 Responsibility: Platform and Professional

Responsibility for the platform and for the professional service is split as follows:

• Expat183 is responsible for the technology platform itself: its availability, the security of the data we hold, and the correct processing of payments you make through it. Our liability for the platform is set out in Section 10.2.
• The independent professional is responsible for the professional service they supply to you, including its quality, accuracy, regulatory compliance, and the advice or documents they provide. Concerns about a professional service should be raised with the professional and, where applicable, their professional body, as described in Section 10.9.

2.7 How Your Will Is Prepared: Coverage Levels and the Professional-Led Route

The way you can create a will through the Service depends on the country whose law governs it. Coverage falls into three levels, each derived from what is available for that jurisdiction:

• Self-serve will creation: where we hold a will template for the jurisdiction, you draft your will yourself using our tools. Before you finalise, an independent qualified legal professional you select from our directory reviews the document, as described in Section 10.9.
• Professional-led: where no self-serve template is available but one or more verified independent professionals cover that jurisdiction, we introduce you to a professional you choose, who prepares your will directly under their own engagement. This is the same facilitation and introduction role described in Sections 2.4 to 2.6: the professional is an independent regulated practitioner responsible for their own advice, drafting, and deliverables, backed by the professional indemnity insurance recorded when they joined the marketplace (see Section 2.2). Expat183 does not draft the will and is not a party to your engagement with the professional.
• Informational: where neither a template nor a verified professional is yet available, we provide general educational guidance only, and you can register your interest so we can let you know when coverage opens. We do not generate legal content for these jurisdictions.

In the professional-led route, your information reaches a professional only through a relationship you start, and it reaches them in two stages. When you approach a professional, they receive a summary of your circumstances so that they can assess the work and quote for it. The details they need in order to prepare your will, including your personal details, your asset values and your draft will, are shared only once you sign that professional's engagement letter, and not before. You choose the professional and can end the relationship at any time, as described in our Privacy Policy. Fees for a professional's service are set by that professional and settled through the platform's existing payment tools. What we charge you for booking a professional depends on the professional's market and is set out in Section 4.1A: where that market has a booking fee, booking a consultation carries it, and it is shown with the professional's price before you confirm; where it does not, we charge you nothing for the booking. Where the professional's market uses a revenue share, we retain a commission from the professional's fee, which is never added to the price you are shown.

3. Eligibility and Account

3.1 Eligibility

You must be at least 18 years old to use our Service. By using the Service, you represent and warrant that you are at least 18 years of age and have the legal capacity to enter into a binding contract. This minimum-age requirement is a contractual eligibility rule. It is separate from the statutory age of digital consent set by data-protection law (for example, 13 under section 9 of the UK Data Protection Act 2018), which determines when a person can consent to an online service in their own right. How we treat children's personal data, and what happens if a child's data reaches us despite this age requirement, is explained in our Privacy Policy.

When you create an account, we ask you to confirm that you are 18 or over, and we record when you did so. We do not check your age with a third party or ask for identity documents for this purpose. You may not record a date of birth under 18 in your profile, and a will can be prepared only for a person who has reached the minimum age to make a will, which is never lower than 18 on our Service. If we learn that an account holder is under 18, for example from a date of birth on record, we close the account so that it can no longer be used to pay for services or to take part in the Forum, we tell the account holder by email, and we delete or anonymise the account and its personal data 14 days later, as described in our Privacy Policy.

3.1A Service Availability

The Service is not available in every location. We may decline to provide, or may withdraw, the Service where we are unable to offer it, for example where applicable restrictions apply to your country of residence, nationality, or the location from which you access the Service. Where the Service is unavailable to your account, we will tell you at the point of checkout or when you begin generating a document, and no payment will be taken. If you believe a restriction has been applied to your account in error, please contact us and we will review it.

3.2 Account Registration

To access certain features, you must register for an account. You agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your account information
• Maintain the security of your password and account
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorised use

3.3 User Security Obligations

To maintain the security of your account and protect your sensitive information, you agree to:

• Maintain the confidentiality of your authentication credentials
• Enable two-factor authentication when available
• Report any suspicious activity on your account immediately
• Not share your account access with others
• Keep your devices and browsers updated with security patches
• Use secure networks when accessing your will documents

3.4 Step-Up Verification for Sensitive Operations

Certain operations on the platform are designated as “sensitive” because they materially affect the integrity of your account, your will, or your personal data, for example editing identity details, downloading executed will documents, accessing the Document Vault, changing payment methods, or cancelling your subscription. When you initiate a sensitive operation, the Service may require step-up verification in addition to your existing sign-in.

When step-up verification is required:

• You may be asked to re-confirm your password, complete a one-time code sent by email or SMS, or pass an equivalent authentication challenge
• Verification attempts, the action requested, and short-lived elevated-session tokens are recorded in our security logs and processed in accordance with our Privacy Policy
• Repeated failed attempts may temporarily restrict the affected operation

These checks form an integral part of the Service and are designed to protect you against unauthorised changes to material parts of your account. You agree not to circumvent or attempt to circumvent step-up verification, and to keep the device, email account, and phone number used for verification secure and under your sole control.

3.5 Profile Data Accuracy and Disclosure

You are responsible for the accuracy and completeness of the personal information you provide to us through registration, profile editing, identity verification, and the will-generation flow. This includes:

• Providing truthful, current, and complete information each time you register, update your profile, or edit your will content
• Promptly correcting details that become inaccurate or out-of-date, for example a change of legal name, address, marital status, citizenship, residency, or executor contact information
• Not impersonating any other person or misrepresenting your relationship to a person named in your will or to a legal professional you engage through the platform

Because your will and related documents are produced from the information you supply, inaccurate, incomplete, or misleading disclosures can have serious consequences, including a will that does not reflect your true wishes or that may be challenged on grounds of mistake or fraud, loss of legal protections that depend on accurate disclosure, and refusal, suspension, or termination of your account or withdrawal of professional services by an independent legal professional. We may also seek to recover from you any losses we or a third party suffer as a direct result of an inaccurate or misleading disclosure.

Nothing in this section limits any non-excludable consumer rights you have under English law, including under sections 49 and 50 of the Consumer Rights Act 2015. Where the Misrepresentation Act 1967 or other applicable law gives us or a third party a remedy for inaccurate or misleading information, we reserve those rights to the extent permitted by law.

3.6 Prohibited Uses

You may not use the Service:

• For any unlawful purpose or to solicit illegal activities
• To impersonate or attempt to impersonate another person
• To interfere with or disrupt the Service or servers
• To attempt to gain unauthorised access to any portion of the Service
• To collect or track personal information of others
• To upload documents you don't have rights to
• To harass other users or professionals
• To extract, scrape, or mine data from the Service, other than the collection of public text by permitted crawlers described in Section 8.2

4. Consultation Services

4.1 Booking Consultations

Our platform allows you to book video consultations with independent legal professionals. When you book a consultation:

• You are entering into a separate service agreement with the legal professional, not with Expat183
• Expat183 acts solely as a technology facilitator for the consultation
• Consultation fees are set by the legal professional and are separate from platform subscription fees
• Fees are clearly displayed before you confirm the booking

4.1A Booking Fee

In some markets we charge you a flat booking fee when you book a consultation. Where it applies:

• It is one amount for the whole market, the same for every professional and every consultation type, and it is set by the professional's market, not by where you are
• It is shown with the professional's price and the total you will pay before you confirm the booking, and it includes any VAT or sales tax due on it
• It is our charge for the booking service, taken by Expat183 as its own payment. The professional's fee is a separate payment to the professional, so you will see two payments, each naming the business that took it
• A consultation the professional offers free of charge still carries the booking fee where one applies, and we show it alongside the free consultation rather than describing the booking as free
• It applies to booking a consultation only. We never add it to work you later instruct the professional to do

In markets without a booking fee we charge you nothing for the booking. The professional may instead pay us a share of their fees or a flat listing fee. That never changes the price you are shown. Where a professional pays us a share of their fees, the Booking terms section of their profile says so before you book.

4.1B Who You Contract With

The professional you book is the trader who provides the consultation and any later work, and your contract for that work is with them. Their profile shows their name and their regulator and registration number before you book. Expat183 is the trader only for the platform itself and, where one applies, the booking fee described in Section 4.1A.

The Booking terms section of the professional's profile shows their cancellation policy before you book, including any late-cancellation or no-show fee they charge. Any such fee is set by the professional and forms part of your contract with them.

Some providers are listed in our directory without taking bookings through the platform. Their profile links to the provider instead, and any contract you make with them is made directly with that provider.

4.1C How We Rank

We never sell placement or prominence. No result in our directory or shortlists is sponsored or advertised, and the order in which professionals appear never takes account of any payment they make to us, whether a share of their fees, a listing fee or a software plan. Providers who pay a flat listing fee are ranked in exactly the same way as everyone else.

• Which professionals appear: the filters you choose (such as country or region, profession, service and language), and whether the professional is verified, listed in the directory and accepting new clients
• Directory order: the most recently joined professionals appear first unless you choose another order, such as years of experience, price or rating
• Shortlists: where we offer a shortlist for your country, it is ordered by average approved review rating, then by the number of approved reviews, then by the most recently joined. Where we do not offer matching (for example, lawyers in the United States), we show the directory instead and do not recommend any professional

4.2 Cancellation and Rescheduling

• Cancellation policy: Each professional's cancellation policy, including any late-cancellation or no-show fee for each service and the notice period a late-cancellation fee applies to, is shown on their profile and again before you pay
• Free cancellation: You may cancel a consultation free of charge before the notice period stated in the professional's cancellation policy begins
• Late cancellation: Cancellations made within that notice period may incur the late-cancellation fee listed in the professional's cancellation policy, which is never more than the consultation's price
• No-shows: If you fail to attend a scheduled consultation without prior notice, you may be charged the full consultation fee
• Rescheduling: You may reschedule a consultation free of charge before the notice period stated in the professional's cancellation policy begins, subject to the professional's availability

4.3 Recording Consent

When you are asked about recording consent:

• Both parties must consent: Recording will only occur if both you and the legal professional agree. If either party declines, the consultation proceeds without recording. This all-party consent requirement is designed to meet the strictest applicable standards under UK GDPR, EU GDPR, and the all-party (sometimes called “two-party”) consent recording statutes in effect in certain US states.
• You may decline without consequence: Declining recording does not affect your ability to have the consultation or the quality of service you receive.
• You may stop recording at any time: During a recorded consultation, you may request that recording be stopped. The partial recording will be retained.
• Storage and access: Recordings are held in private cloud storage with the storage provider's server-side encryption at rest, encrypted in transit (TLS), and reached only through short-lived signed links, the industry-standard posture for video. Unlike Document Vault files, recordings do not carry an additional per-file (envelope) encryption layer; their confidentiality rests on these access controls and platform encryption. Access is restricted to you, the legal professional, and platform support (only at your request). See our Privacy Policy for retention details and the known-limitations disclosure.
• Purpose: Recordings are used for record-keeping, reference, and dispute resolution purposes only. Your raw recordings are never used to train any AI model. To improve our own models we may use de-identified interaction data from which names, addresses and other identifying details have been removed. Third-party AI providers are contractually prohibited from training on your data.

4.4 AI Transcription

If you consent to recording, the audio may be processed by our AI transcription service to generate a text transcript. Please be aware:

• Transcripts are AI-generated estimates and are not verbatim legal records
• Transcripts may contain errors, particularly with accents, technical terminology, or overlapping speech
• The legal professional should review any transcript before relying on it for legal purposes
• Transcripts are stored with the same security and retention policies as recordings

4.5 Chat and Messaging

Our platform provides in-consultation chat and messaging functionality during scheduled consultations. When you use these services:

• Appointment-scoped: Chat messaging is available during scheduled consultations and is tied to the specific appointment
• Retention: Chat messages are retained for 7 years in accordance with legal record-keeping requirements. Messages related to will preparation are retained as part of the will file under the will-content retention rule in our Privacy Policy (duration of your account plus 2 years after closure, subject to any litigation or compliance hold)
• Not privileged communications: Chat messages exchanged through our platform are not protected by legal professional privilege. For privileged advice, engage directly with your legal professional
• Discoverability: Chat messages may be included in responses to data subject access requests (DSARs) and may be discoverable in legal proceedings
• Marketplace disclaimer: The Service facilitates the messaging infrastructure only. We do not monitor, moderate, or take responsibility for the content of messages exchanged between you and a legal professional
• File attachments: Files shared via chat are held in encrypted private object storage and downloaded through short-lived signed URLs that expire five minutes after issue (storage provider disclosed on our sub-processors page). Every attachment is scanned for malware by an automated virus scanner before it can be opened: the scan runs after the file is stored rather than before it is stored, the file cannot be downloaded while the scan is still running, and a file the scanner reports as infected is blocked. Known limitations of attachment safety controls: if the virus scanner is unavailable or the scan does not complete, the attachment is released for download without a completed scan. Hash-based illegal-content (CSAM) detection and EXIF metadata stripping remain planned safeguards that are not yet implemented. Attachment uploads are otherwise filtered only by file type and size limits and the marketplace disclaimer below. Do not share passwords, financial account credentials, or other highly sensitive information via chat
• Message deletion: Removing a message from your view does not delete it from the system. Messages are retained per our legal obligations regardless of any in-app removal or hiding

4.6 Direct Messaging

In addition to in-consultation chat (Section 4.5), our platform provides standalone direct messaging between consumers and legal professionals, and between legal professionals. Direct messaging operates independently of scheduled consultations. When you use direct messaging:

• Messaging scope: Consumers may initiate conversations with legal professionals who have enabled direct messaging on their profile. Legal professionals may message other professionals. Conversations may also be initiated when a professional responds to an approach request
• Usage limits: Consumers may start up to 10 new conversations per day. All users are subject to a rate limit of 60 messages per minute
• Message editing and deletion: You may edit a message within 15 minutes of sending. When you delete a message, the content is removed but metadata (timestamp, sender, edit history) is retained for compliance and audit purposes. This is disclosed in our Privacy Policy
• Drafts: Unsent message drafts are stored for your convenience and automatically deleted after 90 days of inactivity
• File attachments: You may attach files up to 10 MB in size. Permitted file types are PDF, DOC, DOCX, JPG, PNG, and GIF. Attachments are held in encrypted private object storage and downloaded through short-lived signed URLs that expire five minutes after issue (storage provider disclosed on our sub-processors page). Every attachment is scanned for malware by an automated virus scanner before it can be opened: the scan runs after the file is stored rather than before it is stored, the file cannot be downloaded while the scan is still running, and a file the scanner reports as infected is blocked. Known limitations of attachment safety controls: if the virus scanner is unavailable or the scan does not complete, the attachment is released for download without a completed scan. Hash-based illegal-content (CSAM) detection and EXIF metadata stripping remain planned safeguards that are not yet implemented. Attachment uploads are otherwise filtered only by file type and size limits and the prohibited-conduct rules in Section 4.7. Do not share passwords, financial account credentials, or other highly sensitive information via attachments
• Encryption: Message content is encrypted at rest using industry-standard symmetric encryption (currently Fernet) and in transit using TLS. For inbox functionality, a preview of the last message in each conversation (up to 200 characters) is stored in plaintext
• Search limitations: Because message content is encrypted at rest, search functionality operates on subject lines and participant names only, not on message content
• Not privileged communications: Direct messages exchanged through our platform are not automatically protected by legal professional privilege. The status of privilege depends on the nature of the communication and the relationship between the parties. The platform does not determine or guarantee privilege status. For privileged advice, consult with your legal professional about the appropriate communication channel
• Professional opt-in: Legal professionals choose whether to accept direct messages. If a professional has disabled direct messaging, you will not be able to initiate a conversation with them
• Blocking and reporting: You may block a conversation to prevent further messages from that participant. You may also report conversations for staff review if you believe content violates our prohibited conduct rules
• Retention: Direct messages are retained for 7 years in accordance with legal record-keeping requirements. Messages related to will preparation are retained as part of the will file under the will-content retention rule in our Privacy Policy (duration of your account plus 2 years after closure, subject to any litigation or compliance hold)
• Notifications: You may receive email or push notifications about new messages. Email notifications contain the sender name and unread count only. No message content is included. You can control notification preferences in your account settings
• Marketplace disclaimer: The Service facilitates the messaging infrastructure only. We do not routinely monitor or moderate the content of direct messages. We reserve the right to review messages that are flagged via the reporting mechanism

4.6A Will Conversation with Your Legal Professional

When a legal professional reviews your will, the messages and the documents you exchange with them travel through a single will conversation rather than through separate channels. That conversation works differently from ordinary direct messaging (Section 4.6) in three ways you should understand before you use it:

• Documents travel through the conversation: A document you share with your professional while your will is being prepared is sent as a message in the will conversation, alongside the text you write. It is held in encrypted private object storage on the same terms as any other attachment described above, and it is downloaded through a short-lived signed URL created at the moment you open it
• The conversation is append-only: Once a message or a shared document is in a will conversation, neither you nor your professional can edit or delete it. The record of what was asked, advised and shared while your will was being prepared is preserved in full. Ordinary direct messages outside a will conversation stay editable and deletable exactly as described in Section 4.6
• Access lasts for the lifetime of the matter: Your professional keeps access to the will conversation for as long as the matter is open, not only while a particular review is under way. Access ends when the engagement ends or when you withdraw the will. At that point the conversation is closed, neither side can send a further message, and your professional no longer has access to it
• What closing does not do: Closing a will conversation ends access and further messaging; it does not delete what was already exchanged. The conversation is retained under the will-content retention rule in our Privacy Policy, which also explains what a deletion request means for it

4.7 Prohibited Messaging Conduct

When using chat or direct messaging features, you must not:

• Send messages that are threatening, abusive, harassing, or intimidating
• Send unsolicited commercial communications or spam
• Share illegal content, including but not limited to material depicting child sexual abuse
• Impersonate another person or misrepresent your identity or professional status
• Attempt to phish, scam, or socially engineer other users
• Share content that infringes intellectual property rights
• Use messaging to circumvent the platform's consultation booking or payment systems

Violation of these rules may result in suspension or termination of your account. We may preserve and disclose message content to law enforcement when required by law or in response to a valid legal request.

5. AI Outputs and Your Responsibility

Our Service uses artificial intelligence (AI) to help you draft documents, read and extract information from documents you upload, summarise information and answer questions. In these Terms, “AI output” means anything one of those features produces for you. This Section 5 is the main statement of what AI output is and how you should treat it. Other sections that describe a particular AI feature (including Sections 25.11, 31.4, 42.5 and 44.1) apply this Section and add only the limits specific to that feature.

• AI output can be wrong. It may be inaccurate, incomplete or out of date, and it can be wrong even when it reads as confident, well presented or authoritative. Reading handwritten, poor-quality or unusual documents is more likely to produce errors, and confidence scores shown during import review are estimates only.
• AI output is a drafting and information tool. It is not legal, tax or financial advice, and it does not take account of everything about your circumstances.
• Review it before you rely on it. You must read AI output, and correct anything that is wrong or missing, before you rely on it, sign it or share it with anyone. If you are unsure whether a document suits your situation, consult a qualified professional.
• No professional has checked it unless you engage one. AI output has not been reviewed by a solicitor or other legal professional unless you engage one, and a professional is responsible only for the work they agree to do for you (see Sections 2.2 and 2.3).

What you put in, and how you sign. AI output depends on the information you give us. You are responsible for making that information accurate and complete, and for making sure that any document you rely on is signed, witnessed and, where needed, registered in the way the law of the relevant place requires. Those formalities differ between jurisdictions and can change. The Service may show you general information about them, but it cannot confirm that a particular document has been validly signed or witnessed.

We use reasonable care and skill in building and running our AI features. Section 10, including the limit on our liability in Section 10.3 and your statutory rights in Section 10.4, applies to them in the same way as to the rest of the Service.

5.1 AI Processing Choices

For AI-powered features (document import and extraction, will generation), your data is always processed first on our own infrastructure. Where a feature supports it, you may then choose between keeping that internal result and sending the document for enhanced third-party processing:

• Internal private processing uses our self-hosted AI systems. Your data is processed entirely on our infrastructure and is not shared with any third party. This is the default for all AI-powered features, and it always runs first.
• Third-party AI processing is an optional, per-document escalation offered only after you have seen the internal result and are not satisfied with it. If you choose it, you give explicit consent for that specific document to be processed by a third-party AI service (see our sub-processors list for the current provider). This consent is per-document and does not constitute blanket consent for future operations; your document is never sent to a third-party AI provider without your approval.

Third-party processing is never an upfront choice, a default, or a silent fallback: internal processing always runs first, and external processing only ever happens on your explicit, per-document approval. We record each consent (including the disclosure you were shown and the time of consent) so the decision is auditable.

5.2 AI Portfolio Analysis

The Portfolio Tracker may offer AI-generated analysis, suggestions, and insights (collectively, “AI Portfolio Suggestions”) for Gold-tier subscribers and above. These features use machine learning models to analyse your portfolio data and generate observations about asset allocation, diversification, and historical performance patterns.

AI Portfolio Suggestions are subject to the limitations and disclaimers set out in Section 25.11 below. In particular, AI Portfolio Suggestions do not constitute financial advice, personal recommendations, or investment guidance. Past performance is not indicative of future results. You must make your own investment decisions or consult a qualified financial adviser.

5.3 AI Chat Assistant

For signed-in account holders, the Service offers an AI chat assistant that answers factual questions about your own account (for example, the status of your will, the current value of your tracked portfolio, and recent news for a holding you follow) and general questions about how the Service works. The assistant is a convenience feature and is subject to the same limitations and disclaimers set out in this Section 5.

• The assistant provides information only. It does not provide legal, tax, or financial advice, and its responses are not a substitute for advice from a qualified professional.
• Every response carries a disclaimer to this effect. You remain responsible for verifying any information before acting on it.
• The assistant answers a limited set of question types. For anything outside that set it will say so, rather than attempt a partial answer.
• Where a question calls for advice, the assistant declines to answer and instead directs you to our directory of legal professionals, who can advise on your specific circumstances. We do not employ in-house solicitors or will-writers; the directory connects you with independent regulated professionals.
• The assistant may make errors. Apparent confidence in a generated answer is not a guarantee of accuracy.

By default the assistant runs on our self-hosted AI systems, and your account data is processed on our own infrastructure (see Section 5.1 and our Privacy Policy for the data-flow detail). When you ask about market news for a holding, only the public ticker symbol is sent to our market-data provider, never your holdings, balances, or personal data.

6. Subscription and Payment

6.1 Subscription Plans and Tiers

The Service offers multiple subscription tiers (Free through VIP Concierge for consumers, and Pro Free through Pro Enterprise for legal professionals). Each tier provides different features, storage limits, and support levels. See our Pricing page for current plan details and pricing.

We may modify plan features with at least 30 days' written notice. If a feature change reduces a limit (for example, storage allocation), existing data is preserved but you may enter read-only mode for the affected feature until you reduce your usage or upgrade to a plan that accommodates it. Subscription-included reminders (such as annual will review prompts) can be disabled in your notification settings.

6.2 Free Tier

The Free tier provides full data entry access and feature exploration at no charge, subject to the storage, asset, and feature limits described on our Pricing page. Will generation (the AI-produced draft) requires either a one-time per-will fee (see Section 6.10) or an active Platinum or VIP subscription. One-time purchasers may edit their data and regenerate before signing; each regeneration uses one AI generation from their monthly allowance, with additional generations available via add-on credit packs. After signing, updates require a renewal fee or an active subscription. There is no trial period. The Free tier is available indefinitely. Legal review by a qualified will writer remains compulsory and is a separate fee.

6.3 Billing Intervals

Paid subscriptions are available on monthly and annual billing cycles. Annual subscriptions are billed as a single upfront payment. Your selected billing interval is confirmed at checkout.

6.4 Multi-Platform Billing

Subscriptions may be purchased via the web (processed by our payment processor), iOS (Apple App Store), or Android (Google Play). Prices may differ across platforms due to platform commission structures. Web pricing is typically the lowest. You may hold only one active subscription at a time, regardless of the platform used to purchase it. Subscription management (upgrades, downgrades, cancellation) must be performed via the platform through which the subscription was originally purchased. You are free to subscribe via any available platform.

6.5 Geo-Pricing

Prices may vary based on your payment card's issuing country, reflecting regional purchasing power. Your pricing region is determined at the time of subscription and is clearly displayed before payment.

6.6 Auto-Renewal and Pre-Renewal Notices

Subscriptions automatically renew at the end of each billing period unless cancelled. In accordance with the Digital Markets, Competition and Consumers Act 2024, we will send you:

• A pre-renewal reminder at least 7 days before your subscription renews, stating the renewal date, amount to be charged, and how to cancel
• A notice at least 3 days before any free trial period ends

6.7 Price Changes and Grandfathering

We will provide at least 30 days' written notice of any price increase, stating the current price, new price, and effective date. Existing subscribers retain their current price until the end of their current billing period. Founding Members receive a lifelong price freeze guarantee, which holds for as long as the Service is provided (see section 6.15 and section 13). You may cancel your subscription before a price increase takes effect.

6.8 Payments, Failed Payments and Suspension of Paid Features

Grace period. If a subscription payment you make to us fails, for example because a card is declined or has expired, your subscription enters a 7-day grace period. During the grace period you keep every feature of your paid plan. We will email you when the payment fails and remind you before the grace period ends, stating the amount due and the date, with a link to update your payment details or pay the outstanding amount. We may retry the payment automatically during this time, and you can pay at any time before it ends.

What pauses after the grace period. If the payment is still outstanding when the grace period ends, the paid features of your plan are paused and your account works as a Free-tier account until the payment is made. We will email you to tell you this has happened, and a notice with the amount due and a link to pay is shown in your account.

Your data stays available. Pausing paid features never restricts your data. Your will, your documents and everything else you have stored remain available for you to view, download and export, and you can exercise your data protection rights, including access and portability, at any time. We do not delete your data because a payment is outstanding.

Restoring your paid features. You can pay the outstanding amount at any time from the notice in your account or the link in our emails. Once the payment is received your paid features are restored automatically, without subscribing again, and we will email you to confirm.

Ending the subscription after prolonged non-payment. If the amount is still unpaid 90 days after your paid features were paused, we will end the subscription and cancel the outstanding invoice, so no further attempts are made to collect it and no further charges arise. We will email you when this happens. Your account and your data remain available on the Free tier, and you can subscribe again at any time.

App store subscriptions. If you subscribed through the Apple App Store or Google Play, the store handles billing and failed payments under its own terms, including any grace period or retries it offers, and we do not send the emails described above. Your paid features continue while the store reports your subscription as active or in its grace period, and are then paused as described above, with your data remaining available in the same way. To resolve a store payment problem, update your payment details in the store's subscription settings.

We do not charge interest or a late-payment fee on an overdue subscription payment. Nothing in this section affects your right to cancel your subscription (see Section 7) or any other right you have as a consumer.

Mid-cycle upgrades and downgrades are prorated automatically, with credit applied to the next billing cycle.

6.9 Pause and Resume

You may pause your subscription for up to 90 days per pause, with a maximum of two pauses per year. During the pause period, you retain access to Free-tier features while paid features are locked. No billing occurs during the pause. Your subscription automatically resumes at the end of the pause period.

6.10 One-Time Will Generation Fee

Users without an active paid subscription may generate a will by paying a one-time per-will fee as displayed on the Pricing page. Payment is collected after data entry and before the AI generates the first draft. Payment creates a permanent record granting unlimited regeneration of that specific will. No auto-renewal applies.

Subscribers on Platinum and VIP plans have will generation included in their subscription, so no per-will fee applies. On Free, Silver and Gold, will generation is a one-time per-will fee. The statutory cooling-off period applies to one-time will generation fees, subject to the digital content waiver: by consenting to will generation, you acknowledge that the supply of digital content (the AI-generated will draft) has begun and your right to cancel is lost upon generation, in accordance with Regulation 36(1) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you subscribe within 30 days of a one-time purchase, the one-time fee may be credited towards your subscription.

6.11 Add-On Purchases

Additional products such as AI generation credit packs and storage boosts may be purchased separately. These are one-time purchases unless otherwise stated, take effect immediately, and are subject to the expiry terms stated at the point of purchase.

6.12 Gift Cards

Gift cards are available for purchase on the platform and carry a fixed monetary value. Gift cards do not expire, and we do not take back an unused balance however long it goes unredeemed. The purchaser may cancel an unredeemed gift card at any time for a full refund. See our Gift Card Terms for full details.

A gift card may be bought without an account. A guest purchase is identified by the email address given at checkout and a unique order reference issued for that order, both of which are sent to the buyer in the confirmation email. The order reference lets the buyer check the status of the order, request re-delivery of the gift, and identify the order to us; it does not create an account and grants no access to any account. A buyer who later creates an account with the same email address may attach the guest order to it. Everything else in these Terms that applies to a purchase applies to a guest purchase, and the recipient must still have or create an account in order to redeem.

6.13 Seat Management

Certain subscription plans (Platinum, VIP, and professional plans) include multiple user seats. The primary account holder (subscription owner) is responsible for all payment. Privacy between seat holders is strictly maintained: the subscription owner cannot access, view, or export any seat holder's will content at any time. Additional seats are available at the applicable per-seat rate displayed on the Pricing page. When a seat holder deletes their account, they are automatically removed from the subscription. Removed seat holders retain the right to export their data before removal takes effect, with reasonable notice provided.

6.14 Professional Service Fees

Fees for professional services (consultations, will reviews, physical will services) are set by the individual legal professional and displayed before you confirm a booking. The platform facilitates payment via our payment processor and retains a commission as specified in the Professional Terms and Conditions. The platform is not a party to the professional engagement.

A professional who works with you on a matter held on the platform is required by their agreement with us to charge their fee for that matter through the platform. That obligation is stated once, at the head of section 6 of the Professional Terms and Conditions, and this paragraph does not restate or vary it. It is an obligation on the professional and not on you: nothing in these terms restricts who you may speak to or instruct, and we do not withhold a professional's contact details from you. What it means in practice is that a matter arranged away from the platform has no platform record, so the complaints, refund and dispute-resolution routes described in these terms are not available for it.

A legal professional you are working with may also issue you an invoice through the platform, for example for work agreed after an initial booking. The invoice shows the amount, what it is for, and a payment due date, and you pay it through our payment processor in the same way as any other professional fee. The money is paid to the professional; the platform is not the creditor and receives only its commission.

We will send you reminders about an invoice (one shortly before it is due, and further reminders if it becomes overdue) so that a payment is not missed by oversight. These reminders are sent on the professional's behalf. You can view and pay any invoice at any time from your account.

The platform does not charge you any interest or late-payment fee on an overdue professional invoice, and it does not act as a debt collector. If an invoice is not paid, that is a matter between you and the professional who issued it. The professional remains responsible for their engagement with you, including any question about the amount. If you think an invoice is wrong, raise it with the professional, who can mark it as disputed while it is looked into, which pauses the reminders.

A will review is released to you once its invoice is settled. If a legal professional reviews your will through the platform and an invoice they issued you for that engagement is still unpaid when they send their review, we tell you the review is ready but hold the reviewed will, the professional's summary and their suggested changes until the invoice is paid, cancelled or written off, or until the professional chooses to release them to you earlier. The time you have to confirm the review or ask for changes starts only when it is released to you. A disputed invoice, or a fee you have not yet approved, never holds a review back, and once a review has been released to you it is not withheld again. Holding a review does not change what you owe or add any charge.

If the invoice holding a review cannot be paid online. Sometimes an invoice cannot be paid through the platform for a while, for example because the professional has not finished setting up online payments or the account the invoice is payable to is suspended. When that happens the review stays held, and we tell you that the invoice cannot be paid online yet and that you should contact the professional. The invoice itself stays available to you, and you can pay it online as soon as online payment becomes possible again. Meanwhile the professional can finish setting up their payments, record a payment you make to them another way (once the invoice is settled, the review is released), or release the review to you. You are never asked to pay the platform for this, and not being able to pay online does not add any charge or change what you owe.

6.15 Founding Member Offers

Founding Member offers are limited-availability one-time packages providing 5 years of access, renewable afterwards at the price you paid at purchase for the equivalent plan, together with lifelong benefits including that price freeze guarantee, priority support, beta access, and a permanent Founding Member badge. The access term runs for 5 years from the date of purchase and then ends; we tell you before it does. The price we hold for you is the annual price of the equivalent standard plan on the day you bought your package, in the currency you bought it in, and we hold it whatever our published price becomes afterwards. If that plan is later withdrawn, the held price follows the plan that replaces it. Benefits described as lifelong survive the end of the 5 year access term.

Founding Member status is non-transferable: it does not transfer on account ownership change, inheritance, or account merge. If a Founding Member account is terminated, the access and the benefits end with it, and remaining prepaid access is refunded pro-rata; where the termination is for a serious breach of these Terms we may set against that refund the loss the breach actually caused us, but no more than that. Where the termination is not for breach, the Founding Member badge and lifelong benefits are retained. The Founding Member badge may be removed if the account is suspended or terminated for breach.

A refund of what you paid for the package unwinds Founding Member status. Where we refund the purchase itself, whether under your cancellation rights in section 7 or otherwise, you are put back in the position you were in before you bought it: the badge, the held renewal price and the other lifelong benefits end at that point. That is the counterpart of the paragraph above rather than an exception to it. A pro-rata refund on termination returns only the part of the 5 years you had not used and leaves the benefits you kept intact, whereas a refund of the purchase returns the whole of what you paid and so returns what it bought.

Hearing from us about future fundraising is information only. Where a Founding Member package includes hearing first about any future fundraising round, that benefit is a communication and nothing more. It is not an offer of securities, not an invitation or inducement to engage in investment activity, and not a financial promotion, and it gives you no entitlement, priority, option or right of first refusal to invest. Whether we raise at all, on what terms, and who may take part are decisions we make at the time, subject to the law that applies to any such raise, including the rules governing who may lawfully be approached. Nothing here obliges us to raise, to approach you, or to accept an investment from you, and no value in your Founding Member package is attributable to this benefit. If we do run a raise you can take part in, that raise will have its own terms, and those terms alone will govern it.

Lifelong benefits last for the life of the Service. They survive the ending of your individual account in the circumstances above, but they cannot outlive the Service itself: if the Service is discontinued under section 13, Founding Member benefits end with it, as everything the Service provides does. A price freeze cannot be honoured by a platform that is no longer running. Where a Founding Member package was bought with a one-time payment and the Service is discontinued, that payment is treated in the same way as any other prepaid amount under section 13: refunded on a solvent wind-down, and ranking as an unsecured claim in an insolvency.

6.16 Taxes

Our own prices, meaning the plans, add-ons and other products you buy from us, are displayed exclusive of applicable taxes. VAT, GST, or local sales tax is added at checkout at the rate prescribed by local law, as in force from time to time. European Union customers are charged at the applicable rate for their country. For other jurisdictions, the applicable rate is determined by local law.

A legal professional's own fee is not one of our prices. A fee quoted to you by a legal professional, whether in a service offer, an engagement letter or an invoice, is set by that professional and is separate from the platform fee. Because the professional decides whether their quoted figure already contains tax, we do not assume either way: every document and screen that shows you such a fee states, beside the figure, whether it includes tax, whether tax will be added to it, or that we have not been told which. Where a professional has not told us, the figure is shown with a note that tax may apply, and the amount you owe is the amount that professional confirms to you.

Tax is calculated at checkout based on your billing address, which you confirm during payment. Invoices are issued for all transactions. The platform maintains audit logs of VAT evidence for all EU business-to-consumer transactions, retained for 10 years per EU VAT One Stop Shop requirements.

6.17 Service Consumption and Will Generation

Will generation (the AI producing a draft will document) constitutes the supply and delivery of the core digital service. Data entry alone (completing the will creation wizard without generating) does not constitute service consumption and no payment is collected for it. Once you click "Generate My Will" and the AI produces a draft, the digital content has been supplied. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 36(1), the right to cancel is lost once the supply of digital content has begun with the consumer's prior express consent and acknowledgement. This consent is obtained via the digital content waiver checkbox presented before generation begins. If generation fails after payment, an automatic full refund is issued. The same applies to a power of attorney or an advance decision that you buy as a one-time purchase: completing the questions is not consumption, and supply begins when we generate the first draft, as set out in Section 6.25A.

Wills prepared by your legal professional. Where a legal professional using the Platform prepares your will for you as their client, no platform fee is charged to you or to them for generating it, including any regeneration after the will has been handed over to you and before you sign it. The professional's own fees for their services are separate and are agreed between you and them.

6.18 Fair Usage Policy

Some subscription plans describe certain features as "unlimited" (shown as "Unlimited*" on our pricing pages). These are generous allowances for normal personal estate planning use and are governed by this Fair Usage Policy, which keeps the Service fast and reliable for everyone. They are not intended for commercial, automated, bulk, or resale use.

For VIP plans, the published fair-use allowances are:

• Storage: up to 1 TB of document and video vault storage.
• AI credits: up to 500 AI credits per month.
• Calendar accounts: up to 50 connected calendar accounts.
• Will refreshes: up to 24 will refreshes per year.

Advance notification. We monitor usage against these allowances and will contact you with reasonable notice as you approach a limit, before any change to your service. We will not restrict your access without prior notice.

Non-destructive handling. If you reach an allowance, we will never delete your data. Your existing files, documents, and information remain stored, accessible, and downloadable. Where a limit is reached, new uploads or further credit-consuming actions are paused, never purged, until the matter is resolved.

Support and review. If you reach an allowance, or believe your genuine personal use needs a higher one, please contact us through our contact page and we will work with you to find a solution, which may include a higher allowance or a custom plan. We reserve the right to review accounts whose usage sustainably and significantly exceeds these allowances, and to discuss appropriate arrangements with the account holder.

Free accounts. Free accounts are metered differently: a small number of features carry a published allowance that resets on a stated date rather than an "unlimited" description. Those allowances, what you have used of each and when each resets are set out in the Fair Usage Allowances section of our Acceptable Use Policy.

6.19 Family Member Accounts

6.19.1 Overview. Certain subscription plans include the ability to invite family members to create and manage their own estate planning under your subscription. These are referred to as "family member accounts" throughout our platform. The number of family member seats available depends on your plan. See our Pricing page for details.

6.19.2 Eligible Family Members. Family member accounts are restricted to genuine family relationships. When inviting a family member, you must declare your relationship from the following categories: spouse or civil partner; parent or step-parent; child or step-child; sibling or step-sibling; grandparent; grandchild; parent-in-law; child-in-law; sibling-in-law; or cohabiting partner (same household). Each invited person must be at least 18 years old. No documentary proof of relationship is required at the time of invitation, but misrepresentation of the relationship is a violation of these Terms and may result in account suspension.

6.19.3 Account Independence and Data Privacy. Each invited family member receives a full, independent account with their own login credentials, will data, document vault, and feature access. Each account holder's data is private and protected under our Privacy Policy.

6.19.4 Feature Access and Limits. Quantitative limits (such as storage and AI generations) are shared across the subscription owner and all invited family members as a single pool. For example, if a plan includes 100 GB of storage, that 100 GB is the combined limit for the owner and all family members together. For VIP plans, a generous group cap applies when family members are present. See our Pricing page for details. Non-quantitative features are available to all members equally. VIP concierge services (relationship manager, phone and video support) are available to the subscription owner only and are not extended to family members.

6.19.5 Billing Responsibility. The subscription owner is the sole billing contact and is responsible for all charges associated with the subscription, including charges relating to family member seats. Invited members are not billed directly by the platform for subscription access.

6.19.6 Removal, Cancellation, and Downgrade.

• Owner removes a member: The removed member's account reverts to the Free tier. They retain access to their own data subject to Free-tier limits and may independently subscribe to their own plan at any time.
• Owner cancels or downgrades: All members' accounts revert to the Free tier at the end of the current billing period. Members are notified via email before the change takes effect.
• Member leaves voluntarily: A member may remove themselves from the subscription at any time. Their account reverts to the Free tier and the seat becomes available for the owner to reassign.
• Data retention: When a member is removed or the subscription ends, their data is retained for 12 months in accordance with our data retention policy. During this period, the member may export their data or subscribe independently to retain full access.

6.19.7 Restrictions.

• Family member seats are non-transferable: only the subscription owner can invite, remove, or reassign seats.
• Invited members cannot manage billing, change the subscription plan, or invite additional members.
• Family member seats must be used by genuine individuals for personal estate planning. Creating accounts for fictitious persons, automated systems, or purposes unrelated to estate planning is prohibited.

6.20 Customer Support

6.20.1 Support Channels. All support requests should be submitted via the contact form available in your account dashboard or on our Contact Us page. Depending on your subscription plan, you may also have access to WhatsApp support and other channels as described on our pricing page.

6.20.2 Response Targets. We aim to respond to support requests within the following timeframes, measured during business hours (Monday to Friday, 09:00 to 17:00 GMT, excluding UK public holidays):

• Free plan: Best-effort, with no committed response timeline
• Silver plan: Within 3 business days
• Gold plan: Within 1 business day
• Platinum plan: Same business day
• VIP Concierge plan: Your relationship manager responds directly

These are service targets, not contractual guarantees. During periods of high demand, response times may be longer. We will always endeavour to resolve your query as quickly as possible.

6.20.3 WhatsApp Support. WhatsApp support is available on the plans that include it, as shown on our pricing page (for consumers, Gold, Platinum and VIP), during business hours. You start a chat yourself, from your account support page or, while signed in, our Contact Us page, after confirming a notice that the chat takes place on WhatsApp. Messages sent outside business hours will be responded to on the next business day. WhatsApp support is provided via WhatsApp Business and is subject to WhatsApp's own terms of service and privacy policy. It is never the only way to reach us: the contact form remains available on every plan.

6.20.4 VIP Concierge Support. VIP plan subscribers are assigned a named relationship manager (RM) who serves as their single point of contact during business hours. RMs are reachable via WhatsApp, phone, and video. RMs provide coordination services only and do not provide legal advice.

6.20.5 Complaints. If you have a complaint about our platform services (technical issues, billing, account management), please contact us through the contact form. We aim to acknowledge complaints promptly and to resolve them within the time limits our Complaints Procedure publishes. Individual professionals may have different complaint timelines as required by their regulatory body or trade association (for example, IPW members must acknowledge and resolve complaints within the working-day limits the IPW Code sets). See also Section 11 (Dispute Resolution) for further details.

6.21 Payment Methods

We accept a range of payment methods depending on your location and the type of purchase:

• Card payments: Visa, Mastercard, and American Express are accepted for all purchases (subscriptions, one-time products, and professional services).
• Direct Debit: BACS Direct Debit (UK), SEPA Direct Debit (EU), ACH Direct Debit (US), and BECS Direct Debit (Australia) are available for subscription payments only. Direct Debit is not available for one-time purchases.
• Bank transfers: Available for subscription payments in supported regions.
• Digital wallets: Link and other accelerated checkout methods may be available depending on your region.

All payment processing is handled securely by our payment processor. Your payment details are transmitted directly to our payment processor and are not stored on our servers. See our sub-processor list for the current named processor.

6.22 Direct Debit Terms

If you pay for your subscription by Direct Debit, the following additional terms apply:

• Mandate creation: By completing checkout with a Direct Debit payment method, you authorise us to collect payments from your bank account via the applicable Direct Debit scheme. Your subscription is activated upon successful mandate creation.
• Payment timing: Direct Debit payments typically take 3 to 5 working days (BACS), 2 to 5 working days (SEPA), 3 to 5 working days (ACH), or 3 to 4 working days (BECS) to clear. You will receive advance notice before each collection.
• Advance notice: For BACS Direct Debit, you will receive at least 2 working days' notice before each payment is collected. For SEPA, notice is provided in accordance with the SEPA Core Direct Debit Scheme rules.
• Cancellation: You may cancel your Direct Debit mandate at any time by contacting your bank or by cancelling your subscription through the platform. Cancelling the mandate does not cancel your subscription. Please also cancel via your account settings.
• Failed payments: If a Direct Debit payment for a running subscription fails, Section 6.8 applies: you keep your paid features during the 7-day grace period, we may retry collection during it, and if the payment is still outstanding at the end your paid features are paused while your data remains available. If the first payment of a new Direct Debit subscription fails, the subscription is cancelled rather than entering a grace period, and we will email you so that you can subscribe again with another payment method.
• First payment grace period: When you subscribe via Direct Debit, your subscription is activated immediately. However, certain premium features (including will generation, will download, and AI credit consumption) will be available only once your first payment has been confirmed. This confirmation usually takes 3 to 5 working days. Standard subscription features (dashboard access, document storage, and content browsing) are available immediately.

6.23 SEPA and ACH Consumer Rights

SEPA Direct Debit (EU customers): Payments are collected under the SEPA Core Direct Debit Scheme. You have the right to request a refund from your bank within 8 weeks of the debit date for an authorised transaction, and within 13 months for an unauthorised transaction, in accordance with Regulation (EU) No 260/2012 and the Payment Services Directive (PSD2).

ACH Direct Debit (US customers): Payments are processed in accordance with the NACHA Operating Rules. Consumer protections under Regulation E of the Electronic Fund Transfer Act apply. You may dispute unauthorised or erroneous debits by contacting your bank.

6.24 Payment Method Restrictions

One-time purchases (including individual will generation fees, AI credit packs, and storage boosts) require a payment method with instant settlement. Direct Debit and bank transfer payment methods are available for subscription payments only.

6.25 Mirror Will Service

The Mirror Will Service enables couples (married partners, civil partners, or long-term cohabitants) to create two separate wills that substantially mirror each other. Mirror Wills are two independent legal documents, not a single joint will, where both partners' wishes are expressed in substantially similar terms.

6.25.1 Pricing and Payment. A single platform fee covers both Mirror Wills as a couple. The initiating partner (Person A) pays the Mirror Will fee at the point of purchase. The invited partner's (Person B) will generation is included at no additional charge. Current pricing is displayed on our Pricing page.

6.25.2 Legal Independence. Each Mirror Will is a legally independent document. Either partner may revoke, amend, or replace their will at any time without the consent or knowledge of the other partner. Creating Mirror Wills does not create any legal obligation to maintain identical or similar provisions.

6.25.3 Partner Consent and Data Sharing. Both partners must provide explicit consent before any data is shared between their will-generation sessions. The invitation process requires the invited partner to accept the invitation and agree to data sharing before any information is exchanged. Partner data provided during the invitation process is stored in accordance with our Privacy Policy.

6.25.4 Invitation Expiry. Mirror Will invitations expire 30 days after they are sent if not accepted by the invited partner. Expired invitations are automatically deleted, and the inviting partner may send a new invitation if they wish.

6.25.5 Cooling-Off and Refund. The standard statutory cooling-off period from the date of purchase applies to Mirror Will purchases, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. If the invited partner does not complete their will within the 30-day invitation period, the initiating partner may request a refund for the unused portion of the Mirror Will fee. Refund requests should be submitted via the contact form in your account dashboard.

6.25.6 Not Legal Advice. The Mirror Will Service does not constitute legal advice about the suitability of Mirror Wills for your circumstances. Whether Mirror Wills are appropriate depends on your individual situation, including your relationship status, assets, and family arrangements. For specific guidance on whether Mirror Wills are suitable for you, please consult a qualified legal professional through our platform or independently.

6.25A Power of Attorney and Advance Decision Documents

Alongside a will you can prepare a power of attorney for health and welfare, a power of attorney for property and financial affairs, or an advance decision to refuse treatment. Where we hold a reviewed template for your jurisdiction, generating a draft of one of these is a one-time purchase, priced per document type and shown on our Pricing page before you buy. Nothing auto-renews and we never charge you to keep a document you have finished. One purchase covers one finished document of that type; if you later want a further document of the same type, for example because you want to appoint someone else, you buy it again at a lower repeat price shown on the same page.

6.25A.1 What the purchase covers. Your purchase is recorded against your account and the document type you bought, not against one particular draft. You may therefore regenerate, revise, abandon and start that document again as often as you need without paying a second time; what your purchase entitles you to is one finished document of that type, and nothing you do while you are still drafting uses it up. Your purchase is used up when you send a document of that type to an independent legal professional for review, which is the step that takes it from a draft you are working on to the document you are having finished. Preparing a further document of the same type after that is a further purchase, at the lower repeat price shown on the Pricing page linked above. The document you already sent for review stays yours and is not affected. Your purchase does not carry across to a different document type either: buying a health and welfare power of attorney does not cover an advance decision or a property and financial power of attorney, and each is bought separately.

6.25A.2 Included with a professional plan. Where you hold a seat on one of our professional plans, generating these documents is included in that plan and no one-time fee applies. Our consumer subscription tiers do not include it; on those tiers the one-time fee applies in the same way as it does with no subscription at all.

6.25A.3 The couple purchase and its single partner slot. Each document type is sold as an individual purchase or a couple purchase, and you choose which you are buying before you pay. A couple purchase carries exactly one partner slot. You invite your partner by email; they accept, hold their own account, and prepare their own separate document, and the one purchase then covers one finished document of that type for each of you. The two documents are legally independent: neither refers to the other, and either of you may revoke or replace yours at any time without the consent or the knowledge of the other.

Until your partner accepts, you may change who the invitation is addressed to, subject to a limit on how often. The slot is spent the moment an invitation is accepted, so a couple purchase never entitles you to a second partner. An invitation that is not accepted expires 30 days after it is sent, and you may then send a new one. If the two of you later separate, you can break the pairing so that each document continues on its own account; breaking it does not return the slot, and if you need a further change after that, please contact us through the contact form in your account.

6.25A.4 When supply begins, and what that means for cancelling. Answering the questions costs nothing and is not itself a purchase. Supply of the digital content you are buying begins when we generate your first draft. At checkout you confirm that you want delivery to begin immediately and that you accept this ends your statutory statutory right to cancel once delivery has started, under Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as described in Section 6.28. That confirmation ends the statutory right only: the guarantee in Section 7.6 and your rights under the Consumer Rights Act 2015 are separate and continue to apply. If generation fails after you have paid, we refund you in full.

Sending a document for review, and finalising it afterwards, are further steps, and at each of them we check that the purchase covering it is still in force. Where a purchase has been refunded, drafts you have already generated stay visible to you, but the document cannot be sent for review or finalised again until it is bought again. A document you had already finalised remains yours to download.

6.25A.5 Not legal, tax or medical advice. We are a technology platform and not a law firm. Whether one of these documents suits you, who you appoint in it, and what you choose to record all depend on your own circumstances, and the formalities for signing, witnessing and registering one vary by jurisdiction and may change. What we provide here is general information and it is not legal, tax or medical advice. You may wish to consult a qualified professional, including one of the legal professionals on our platform, before you decide.

6.26 Multi-Currency Pricing

Prices displayed in your local currency are final. No additional foreign exchange charges are applied by the platform. Currency conversion, if any, is performed by your bank or payment provider at their prevailing rate. Your pricing currency is determined at the time of subscription based on your payment method's issuing country.

6.27 Business Succession Provisions

When your will includes business assets (entered during will generation), additional business succession clauses are incorporated into your will. These provisions cover business succession planning, key person arrangements, and related clauses tailored to your declared business interests.

Pricing for one-time purchasers and renewals: If you are not on an active paid subscription, a business provisions fee is added to the base will generation price. This fee is displayed as a separate line item at checkout. The exact amount depends on your will type (single or mirror) and is shown on the Pricing page.

Subscribers: All paid subscribers (Silver, Gold, Platinum, and VIP tiers) receive business succession provisions at no additional cost as part of their subscription. No surcharge applies.

Mandatory professional review: Wills that include business succession provisions require a completed legal review by a qualified will writer before the will can be finalised. This is a mandatory step: you cannot download or execute your will until the review is complete. Professional review fees are set by the legal professional you choose and are separate from the platform fee.

6.28 Completing a Purchase at Checkout

When you buy a plan, add-on, or other paid product, you complete your purchase on a single, signed-in checkout page. Before you are asked to pay, that page shows you the pre-contract information required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulations 9 and 10): a summary of the item you are buying, any optional add-ons you have chosen, the applicable tax, and the total you will be charged. All of these figures are calculated by us on our servers and simply displayed to you. Nothing is totalled or estimated on your device.

Where a product is delivered as digital content that begins straight away (such as an AI-generated will draft), you must tick a confirmation before you can continue: that you want delivery to begin immediately, and that you accept this ends your statutory right to cancel once delivery has started, under Regulation 37 of those Regulations. That confirmation ends the statutory right only. Our own refund policy in Section 7.6 is separate and continues to apply, and the confirmation at checkout says so. For a recurring subscription, the renewal amount, billing interval, and how to cancel are shown next to that confirmation before you continue.

Continuing from our checkout page takes you to a secure hosted payment page, where you enter your payment details and place your order. Our own button is labelled “Continue to payment” because clicking it does not yet place an order or charge you. The button that places your order sits on the hosted payment page and is labelled unambiguously to show that using it puts you under an obligation to pay, as required by the EU Consumer Rights Directive. No charge is taken until you complete that step.

We keep a record of the consent you give at checkout (what you confirmed, and when) as described in our Privacy Policy. You can cancel a subscription at any time by the methods set out in Section 7.3 (“How to Cancel”); cancelling is always as easy as subscribing.

7. Cancellation Rights

7.1 Statutory Cooling-Off

If you are a consumer in the United Kingdom or the European Union, you have a statutory right to cancel certain contracts within the statutory period after entering into them, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) or the EU Consumer Rights Directive. A digital content waiver applies under Regulation 36(1) where you provide express consent to begin receiving digital content (such as AI-generated will drafts) before the cooling-off period expires. An explicit consent checkbox is presented at checkout.

The Regulations require us 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. If we supply the missing information at any point inside that extended period, the statutory cancellation period then runs from the day after you receive it.

7.2 Renewal Cooling-Off

The cancellation right in Section 7.1 applies when you first subscribe. Separately, and whether or not the Digital Markets, Competition and Consumers Act 2024 requires it of us yet, we give you a cooling-off period on every renewal: you have the refund window from the start of each renewed billing period to cancel that renewal and ask for a refund of the renewal charge. This is in addition to your right to cancel at any time under Section 7.3.

Where you have not yet used the service in that renewed period, the refund is approved automatically and in full. Where you have already used a substantial part of it, we review the request and may refund the unused portion. Request a renewal refund from your subscription settings, the same place you cancel. This paragraph does not apply to the first billing period of a subscription, which is covered by Section 7.1 instead, and it does not apply to one-time products, which are covered by Section 7.5.

7.3 How to Cancel

In accordance with the Digital Markets, Competition and Consumers Act 2024, cancelling a subscription must be as easy as subscribing. You may cancel your subscription through the following methods:

• (a) Your subscription settings on the website: select “Cancel subscription” on your subscription page, review the summary of your plan and the date it ends, then select “Cancel subscription” once to confirm. No further step, identity re-check or offer has to be completed to cancel at the end of your billing period
• (b) Through the App Store (iOS) or Play Store (Android) for subscriptions purchased via those platforms
• (c) Without signing in, through the Cancel contracts here page, which is linked from the footer of every page: enter your name, the email address on your account and, if you have one, a contract reference, review the summary, then select “Cancel now”. The page then shows the date and time we received your request, which you can save or print. If the details match an account with an active subscription bought on our website, that subscription ends at the close of its current billing period and we send the confirmation described below to the email address on the account, never to any other address. If the subscription was bought through the App Store or Play Store, we instead email that address the steps for cancelling with the store. A request made this way always takes effect at the end of the billing period; it never cancels immediately or triggers a refund. The page shows the same response whether or not the details match an account, so it cannot be used to find out whether someone has an account with us
• (d) Via the contact form on our platform

The confirmation page may ask why you are cancelling and may offer to pause or change your plan instead. Giving a reason is optional and taking an offer is optional; neither is a gate or precondition to completing the cancellation. After you cancel, an optional short survey may be shown, which you can skip. When we accept your cancellation request we email you a confirmation that records when we received it, your plan, the date your subscription ends and that your access continues until then. The email includes a "Keep my subscription" link that undoes the cancellation; it can be used once and expires after 30 days or when the subscription ends, whichever is sooner. You can also keep your subscription from your subscription settings at any time before it ends.

7.4 Effects of Cancellation

Upon cancellation, your subscription access continues until the end of the current billing period, after which your account reverts to the Free tier. Your data is retained for 12 months after cancellation, during which time you may export your data. After 12 months, data is deleted in accordance with our Privacy Policy. You may reactivate your subscription before the current period ends. After the period ends, a new subscription is required for paid access.

7.5 Refunds for One-Time Products

One-time products (will generation fees, one-time purchases for a power of attorney or an advance decision, credit packs, storage boosts) are subject to the statutory cooling-off period described in Section 7.1. Outside the cooling-off period, one-time products are non-refundable unless a technical failure on our part prevented delivery of the product. That sentence describes our own refund policy and nothing more. It does not touch your statutory remedies: where a service we supplied was not carried out with reasonable care and skill, sections 54 to 56 of the Consumer Rights Act 2015 entitle you to ask us to perform it again and, where that is impossible or we do not do it within a reasonable time, to a reduction in price of up to the whole amount you paid. Section 10.4 applies to this section.

7.5A Mirror Will Cooling-Off

For Mirror Wills, the cooling-off period applies to the entire purchase. If one partner exercises the cooling-off right, both wills are cancelled and a full refund is issued.

7.5B Power of Attorney and Advance Decision Cooling-Off

For a couple purchase of a power of attorney or an advance decision, the cooling-off period applies to the purchase as a whole rather than to one half of it. If either of you exercises it before a draft has been generated for either document, the purchase is cancelled, refunded in full, and an invitation still outstanding stops working. Once a draft has been generated for either of you, supply has begun and the statutory right is lost as described in Section 6.25A. Where a refund is made, the entitlement it paid for ends for both of you, so neither document can be finalised until it is bought again. Section 7.6 continues to apply either way.

7.6 Satisfaction Guarantee

All subscriptions and one-time purchases are eligible for a full refund within the refund window if you are not satisfied, subject to service consumption (for example, if a will has been generated, the digital content waiver described in Section 7.1 may apply). This guarantee aligns with and is in addition to your statutory cooling-off rights, and it applies whether or not you gave the immediate-supply confirmation described in Section 6.28: that confirmation ends the statutory right, not this one.

You can request a refund from your account during the eligibility window: open the cancellation flow under your subscription settings and choose "Request refund". How much of the service you have used decides what happens next. Where your usage of the metered allowances on your plan has been minimal, the full refund is approved automatically. Where more of the service has already been consumed, the request is reviewed before it is approved, and a refund may be issued on a partial, pro-rata basis reflecting the unused portion rather than in full. You can follow the outcome (under review, refunded, or partially refunded) in your billing history.

7.7 Chargeback and Payment Disputes

If you raise a payment dispute (chargeback) with your bank or payment provider, we will be notified and may temporarily restrict your account to read-only access pending resolution. We may provide evidence of service delivery (including will completion records, download logs, and consultation records) to contest the dispute. For professional service fees, the chargeback is handled between the consumer and the professional's payout account with our payment processor. The platform facilitates but does not absorb the chargeback fee. We encourage you to contact us through the contact form before initiating a chargeback, as we may be able to resolve the issue directly.

7.8 Jurisdiction-Specific Notices

The following notices apply in addition to the general cancellation and refund rights described above, depending on your jurisdiction:

United Kingdom: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory right to cancel your subscription without giving a reason. If you consented to immediate access to digital content, you acknowledged that you would lose this cancellation right once you began using the service.

European Union / EEA: Under the EU Consumer Rights Directive (2011/83/EU), you have a 14-day right of withdrawal. If you consented to immediate performance of the digital service, you acknowledged losing your withdrawal right. Refunds for valid withdrawal requests are processed within 14 days.

Withdrawing from a subscription (United Kingdom and European Union / EEA): While the cancellation or withdrawal period described above is open for your subscription, your subscription page shows a “Withdraw from contract” button. Withdrawing ends your subscription straight away, rather than at the end of the billing period, and refunds you. Selecting the button first shows a summary stating the refund amount; your withdrawal is made only when you then select “Confirm withdrawal”, and we may ask you to confirm your identity first. Where you asked us to begin the service before the period ended, the refund may be reduced in proportion to what was supplied before you withdrew, and the summary reflects this. We email you a confirmation recording when we received your withdrawal. That button is our online withdrawal function, so you do not need to use the model withdrawal form set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the EU Consumer Rights Directive; you may still send us that form, or any other clear statement that you wish to withdraw, through the contact form. A subscription bought through the App Store or Play Store is withdrawn through that store, and the page links you to it.

Germany: Section 312k of the German Civil Code (BGB) requires a business that lets consumers enter into ongoing contracts online to let them end those contracts online too, through a clearly labelled cancellation button. Our “Cancel contracts here” page, described in Section 7.3(c), is that route: it is linked from the footer of every page, it can be used without signing in, and its confirmation button reads “Cancel now”. The same page and wording are offered to every user, wherever they are.

United States (California): Your subscription will automatically renew at the end of each billing period at the then-current price. You may cancel at any time through your account settings, or without signing in through the Cancel contracts here page described in Section 7.3(c). Cancellation takes effect at the end of your current billing period. These terms comply with the California Automatic Renewal Law (Cal. Bus. & Prof. Code §§ 17600-17606).

All users: We offer a money-back satisfaction guarantee. If you are not satisfied with your subscription within the first the refund window and your usage of the service has been minimal, you will receive a full refund automatically. Beyond that, refund eligibility depends on how much of the service has been consumed. See Section 7.6 above for details.

7.9 Refund Timelines by Payment Method

When a refund is issued, the time it takes to appear in your account depends on the original payment method:

• Card payments: 5 to 10 working days
• BACS Direct Debit (UK): 3 to 5 working days
• SEPA Direct Debit (EU): 5 to 10 working days
• ACH Direct Debit (US): 5 to 10 working days
• BECS Direct Debit (Australia): 5 to 7 working days

Digital goods (including AI-generated will drafts and downloaded documents) are non-refundable after download, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the digital content waiver described in Section 7.1.

7.10 Cancellation of Professional Engagements

When you engage a legal professional through our platform (by having your approach accepted), you may cancel that engagement at any time from your approach details page.

• Cooling-off period: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory cooling-off period from the date of engagement acceptance. During this period, you may cancel and receive a full refund unless you have expressly consented to the commencement of work before the cooling-off period expires.
• Express consent to commence work: If you provide express consent for the professional to begin work before the cooling-off period expires, you acknowledge that any refund may be subject to a proportionate deduction reflecting the value of work already performed. The platform will present the express consent text and record your agreement, including timestamp, consent version, and your IP address, to comply with Regulation 36(1).
• Cancellation outside cooling-off period: If you cancel after the statutory cooling-off period has expired, you are not entitled to a mandatory refund. You may still submit a refund request under the platform's refund guarantee (Section 7.6) if the professional failed to deliver the agreed services.
• Professional-initiated cancellation: If the professional cancels the engagement, you are entitled to a full refund of any fees paid. The platform will automatically create a refund request on your behalf.
• Effects of cancellation: Upon cancellation, your conversation with the professional will be archived, any unpaid invoices will be cancelled (an invoice you have already paid is not reversed, and one the professional has already written off stays written off), any associated will legal review will be marked as cancelled, and a full audit trail of state changes will be recorded.
• Refund processing: Refunds arising from engagement cancellation are processed in accordance with the timelines set out in Section 7.9. The platform reviews refund requests and may approve them automatically where the cancellation falls within the cooling-off period or was initiated by the professional.

Jurisdiction-specific cooling-off periods may differ from the statutory UK default. The applicable period is determined by the jurisdiction of the will being reviewed, as recorded at the time of engagement acceptance.

IPW/ISPW member engagements: Where your professional is a member of the Institute of Professional Willwriters (IPW) or the Institute of Scottish Professional Will Writers (ISPW), your cancellation rights are additionally protected by the IPW Code of Practice. The IPW Code requires a minimum 7-working-day cancellation period and a dedicated cancellation form to be provided in the engagement letter. For full details, see our engagement letter guide.

Electronic signatures and records

Parts of our service let you sign documents and provide consents electronically, for example signing an engagement letter with a legal professional, countersigning as a professional, or recording a consent. This section explains how electronic signatures and electronic records work on the platform and the legal effect they carry. It supplements, and does not replace, the cancellation and cooling-off rights described in Section 7.

Consent to electronic agreements, notices and records

By using features that involve signing or accepting a document electronically, you agree that we may provide the related agreements, notices, disclosures and records to you in electronic form (for example, as a PDF you can view and download) rather than on paper.

• What you need: to access and keep electronic records you need a current web browser, an internet connection, software able to display PDF documents, and either a printer or sufficient storage to save a copy. If our technical requirements change in a way that affects your ability to access records you have already signed, we will notify you.
• Right to a paper copy: you may request a paper copy of any agreement or record you have signed electronically by contacting us through our contact page. We do not charge for a reasonable number of copies.
• Right to withdraw consent: you may withdraw your consent to receive records electronically at any time by contacting us. Withdrawal applies to future records only and does not affect the validity of records you have already signed electronically, and it may mean that certain features (which operate electronically) are no longer available to you.
• Scope: this consent applies to platform documents that you sign or accept electronically, including engagement letters, professional agreements and recorded consents.

Legal effect of your electronic signature

Where you type your name, tick a confirmation box, or click to confirm in order to sign or accept a document on the platform, you are providing a legally binding electronic signature with the same effect as a handwritten (wet-ink) signature. You confirm that the typed name and confirmation are your signature, that you intend to be bound by the document, and that you are authorised to sign it.

Electronic signatures of this kind are recognised as legally valid under the laws applicable to most users, including the Electronic Communications Act 2000 and the UK eIDAS Regulation (United Kingdom), Regulation (EU) No 910/2014 (eIDAS) (European Union), and the ESIGN Act and the Uniform Electronic Transactions Act (United States). The specific requirements vary by jurisdiction; this section describes the general position and is not legal advice about your individual circumstances.

Wills are not signed electronically on the platform

No electronic signature, click, tick or acceptance on the platform creates, executes or validates a will in any jurisdiction. A will draft prepared using our service is a draft only until it is executed in accordance with the legal formalities of the relevant jurisdiction, which, almost everywhere, require a handwritten signature made in the physical presence of witnesses. You are responsible for executing your will correctly under the law that applies to you. For an overview of execution requirements, see our guide to physically signing your will.

Letters of wishes are not binding

A letter of wishes is a non-binding expression of your preferences to guide your executors and trustees. It is not a testamentary instrument, it does not form part of your will, and signing or saving one electronically does not give it legal force. Your executors and trustees are not legally obliged to follow it.

What we record and how long we keep it

When you sign or accept a document electronically, we create an audit record so that the signature can later be evidenced. This record includes the typed signature and the exact text you agreed to, the date and time of signing, your IP address, your browser user-agent string, the authentication method used, and a cryptographic hash (digital fingerprint) of the signed document that lets us detect any later alteration. These records are immutable once created.

We retain electronic-signature records for as long as needed to evidence the execution of the relevant agreement and to comply with our legal obligations. In the United Kingdom, that is at least the six-year contractual limitation period after the agreement ends, and longer where a legal, regulatory or dispute-related hold applies. How we process this signing metadata is described in our Privacy Policy.

8. Content and Intellectual Property

8.1 Your Content

You retain all rights to the content you create using our Service, including your will and other documents. By using the Service, you grant us a limited licence to store, process, and display your content solely for the purpose of providing the Service.

8.2 Our Intellectual Property

The Service, including its original content, features, and functionality, is owned by Expat183 and is protected by international copyright, trademark, and other intellectual property laws.

Use of our public text for AI training. The automated crawlers that our robots.txt file permits may collect the text of the Service's publicly available pages (pages you can read without signing in) and use it to train artificial intelligence or machine-learning models. This permission covers that public text only. It does not extend to the Visual Assets described in Section 8.3, which may not be used to train any model, to anything behind sign-in, or to any content you create or upload (Section 8.1), none of which is ever made available for AI training. It applies only to crawlers acting within the rules our robots.txt file sets for them, and we may withdraw it for any crawler, or entirely, by changing that file. Apart from this permission, the restriction on extracting, scraping or mining data from the Service in Section 3.6 continues to apply.

8.3 Illustrations, Images and Visual Assets

All illustrations, images, icons, photographs and other visual assets displayed on the Service (the "Visual Assets") are original works created for or commissioned by Expat183, and remain the exclusive property of Expat183 or its licensors. Each Visual Asset carries an embedded copyright notice and, where applicable, a visible "© thewill.ai" watermark. You must not download, copy, reproduce, redistribute, publish, modify, mirror, frame, hotlink, scrape, sell, train any artificial intelligence or machine-learning model on, or otherwise exploit the Visual Assets, in whole or in part, without our prior written permission. Any permitted use must retain the copyright notice, the watermark, and a clear attribution to Expat183 with a link back to this site. Press, accessibility and educational requests may be made via our contact page. Nothing in these Terms grants any implied licence to any Visual Asset. We reserve all rights, including the right to issue takedown notices and to seek damages and injunctive relief for unauthorised use.

8.4 Provenance Marks on Documents We Generate

Where the Service generates a document for you, we reserve the right to include a provenance mark on it. The mark names the site the document was generated on and that site's web address, and, on a document that someone else may need to trace back to its source, a reference number for that document. Its purpose is to say where a document came from, so that a person shown it later can tell. It is not a claim to your content: Section 8.1 continues to apply to everything you write, the document remains yours, and you are free to keep, print, store and share it, with the mark on it, as you wish.

You must not remove, crop, cover or obscure the mark on a copy you pass to anyone else, or alter it so that it no longer identifies the source. Keeping the mark is a condition of the licence we grant you to use the document-generation features; it carries no charge and no penalty, and a missing mark does not invalidate your document or affect any other right you have under these Terms. Where the Service itself offers you the option of turning a mark off, taking that option is permitted and is not a breach of this Section. Nothing here stops you producing an accessible version of a document, or a copy in the form a court, registry, professional adviser or other authority requires.

8.5 Other Companies' Names and Comparisons

The names of other companies, products and services appear on the Service only to identify them, for example on a page that compares published prices. They are the trade marks of their owners. Their appearance does not mean that Expat183 is affiliated with, endorsed by or sponsored by any of those owners. Every comparative statement is taken from the owner's own published page, which is linked beside it with the date it was read, and may have changed since. Check the linked page before relying on it.

8.6 Public Content, Reporting and How We Moderate

What this covers. Some content on the Service is shown publicly: professional directory profiles, the videos on those profiles, and the reviews clients leave for professionals. Anyone who supplies that content must not include anything that is illegal, that infringes someone else's rights, or that breaks these Terms or our Acceptable Use Policy. This Section does not apply to your private content, such as your will, your stored documents or your messages, which are never shown publicly.

How to report content. Anyone, whether or not they have an account, can report a profile, a profile video or a review they believe is illegal, using the "Report" link beside it or our report content page. The form asks what you are reporting, why you believe it is illegal, your name and email address, and a statement that you are reporting in good faith and that the information is accurate and complete. For a report of child sexual abuse material, your name and email address are optional. We send an acknowledgement with a reference as soon as we receive a report, and we tell you what we decided and how you can challenge it. A report about the quality of a professional's service is a complaint rather than a report of illegal content, and the form directs it to our complaints procedure.

How we decide. We handle every report in a timely, careful and objective way. Automated tools help us: they group duplicate reports, route reports to the right place and suggest an outcome, and where a report describes serious harm they may hide the content for a short time while it is checked. Automated tools never suspend or close an account, and a person confirms any decision that an automated suggestion cannot safely settle. If a report of a professional against a review of their own work is the only concern, the review is never hidden automatically. Where content or a report gives us reason to suspect a criminal offence involving a threat to someone's life or safety, we inform the relevant law enforcement or judicial authorities. We may stop processing reports from someone who repeatedly sends reports that are clearly unfounded, and we may restrict an account that repeatedly posts clearly illegal content, after a warning in each case.

What we may do, and the reasons we give. If we decide content is illegal or breaks these Terms, we may remove it, hide it or show it less prominently, and in serious or repeated cases we may suspend or stop payments to a professional, or suspend or close an account. Whenever we do any of these things, we send the person affected a statement of reasons: what we restricted and for how long, the facts we relied on, whether we acted on a report, whether automated tools were used, the legal ground or the term of these Terms we relied on, and how to challenge the decision. We do not tell the person affected who made a report unless the law requires it.

How to challenge a decision. If you disagree with a decision, whether you made the report or your content was affected, reply to the email we sent you, or contact us quoting the reference it gives, and a person will look at the decision again. You can also use our complaints procedure or contact us. None of this affects your right to take the matter to a court or to any other body that can hear it.

9. Privacy and Data Protection

Your use of the Service is governed by our Privacy Policy, which describes how we collect, use, and protect your personal information, including consultation recordings and transcripts. By using the Service, you consent to our collection and use of your data as described in the Privacy Policy.

9.1 Calendar Synchronisation and Connected Accounts

If you connect a personal calendar (Google, Outlook, Apple iCloud, Zoho, Yahoo, or your own CalDAV server), we synchronise your appointments and will milestones with that account only after you authorise it, and you can disconnect it at any time. We access the connected calendar solely to keep those entries in step with the Service; the current calendar providers are listed on our sub-processors page. A CalDAV server you run yourself is your own infrastructure, not a sub-processor of ours. This synchronisation, and the choices you have over it, are described more fully in our Privacy Policy.

10. Disclaimers and Limitation of Liability

10.1 Service Availability

We strive to provide reliable access to the Service but cannot guarantee uninterrupted availability. The Service is provided "as is" and "as available" without warranties of any kind, except as required by law.

The features available to you may depend on your jurisdiction and the type of document. Draft-document generation is offered only for the jurisdictions and document types indicated as available within the Service. Where draft generation is not available for your jurisdiction, the Service instead helps you collect and organise your information, check and store documents, and, where offered, refer you to a verified independent professional. Any instruction pack we prepare from the information you provide is a structured summary of that information for a professional you choose to share it with. It is not a will, a legal document, or legal advice, and it does not itself create or execute any legal instrument. Availability may change as we add jurisdictions and templates.

10.2 Platform Liability

Expat183 is liable for the platform services we provide (technology infrastructure, data security, payment processing). We are not liable for:

• The quality, accuracy, or outcomes of professional advice or services provided by legal professionals on our platform
• Decisions you make based on AI-generated content or professional advice
• The conduct of legal professionals during or after consultations
• Any loss arising from your failure to review AI-generated documents before finalising them

10.3 Limitation of Liability

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015 (that we provide our services with reasonable care and skill, and that what we tell you about them is binding); (d) breach of your rights under sections 34 to 36 of the Consumer Rights Act 2015 that digital content we supply is of satisfactory quality, fit for a particular purpose you made known to us, and as described; or (e) any other liability that English law does not allow us to limit or exclude. If you live elsewhere in the United Kingdom or in the European Economic Area, you also keep the consumer protections that the law of the place where you live gives you and that cannot be excluded by contract, and nothing in this Section 10.3 limits them.

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill in providing the platform, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both you and we knew it might happen. As set out in Section 10.2, we provide the platform (the technology, hosting, data security, and payment processing) and are not a law firm; the legal professionals you engage through the platform are independently qualified and separately insured (see Section 2.2) and remain responsible for their own advice and services.

Subject to the first paragraph of this Section 10.3, which is never limited or excluded, our total liability to you for all claims connected with the platform arising in any 12-month period is limited to the greater of: (a) £10,000; or (b) the total fees you have paid to us in that period. Because we supply the platform to you as a consumer for your private and domestic use, we are not liable for business losses, such as loss of profit, loss of business, business interruption, or loss of business opportunity. Nothing in this Section 10.3 affects your statutory rights as a consumer (see Section 10.4).

This Section 10.3 is the only limit on our total liability to you under these Terms. Where another section describes the limits of a particular feature (for example Sections 25.4 and 31.5), it explains what is and is not a foreseeable loss for that feature. It does not set a separate or additional cap, and the carve-outs in the first paragraph of this Section 10.3 apply to it in full.

10.4 Statutory Rights Preserved

10.5 Indemnification

If a third party brings a claim against us because of your wilful misconduct or your breach of these Terms, you agree to reimburse us for the losses and reasonable legal costs we actually incur in dealing with it, so far as those losses were a foreseeable result of what you did. This covers claims brought by third parties and nothing else. It does not apply to the extent that a claim arises from our own negligence or breach of these Terms, or to any part of a loss we could reasonably have avoided. We will tell you promptly about any claim we intend to rely on this section for, and we will not settle it without asking you first. Nothing in this section affects your statutory rights as a consumer (see Section 10.4).

10.6 Multi-Platform Pricing

The platform is not liable for pricing differences between billing platforms (web, iOS, Android). Platform commission structures applied by Apple and Google are outside our control and may result in higher prices for in-app purchases compared to web subscriptions.

10.7 VIP Concierge Relationship Manager

The VIP concierge relationship manager (RM) is a platform representative, not an independent contractor engaged by the user. The RM provides coordination and concierge services only and does not provide legal, tax, or financial advice. The RM does not replace the compulsory will writer review. If an RM leaves or is reassigned, you will be notified and a replacement assigned within a reasonable timeframe. The platform is not liable for any delay in RM assignment or reassignment.

10.8 Will Contents and Applicable Law

You are responsible for ensuring the content of any will, Letter of Wishes, Document Vault entry, or business succession plan you create through the Service complies with applicable law. In particular, your use of the Service is subject to our Acceptable Use Policy, which prohibits recording or instructing others to use credentials for online accounts that belong to other people. We do not warrant that content you create through the Service is lawful in your jurisdiction or any other, and we accept no liability for losses arising from a user's failure to comply with applicable law or this Agreement.

10.9 Mandatory Independent Professional Review

All wills created on the Service require review by an independent qualified legal professional selected from our directory before they can be finalised. The professional is independently engaged by you: we facilitate the engagement and verify the professional's credentials, but we are not party to that engagement and do not warrant the professional's work (see Section 10.2). This includes wills created by users who are themselves qualified legal professionals. Independence of the reviewer is a platform requirement and applies to every will.

10.10 Unregulated Professional Types and Engagement at Your Own Risk

Our directory includes professional types that, in some jurisdictions, are not subject to statutory regulation. Examples include McKenzie Friends in England and Wales, will writers operating outside a recognised self-regulatory code, certain financial advisers in jurisdictions without a statutory adviser regime, and other para-legal or estate-planning roles where no statutory regulator exists. Where a professional has declared that they are not regulated in a given jurisdiction, the directory listing and profile page display a clearly visible warning chip reading "Not regulated in {jurisdiction}" per affected qualification.

By engaging an unregulated professional through our platform you acknowledge and accept that:

• The professional is not subject to a statutory regulator in the jurisdiction marked, and consequently formal regulatory complaints procedures, statutory compensation schemes, and external redress (such as an Ombudsman service) may be limited, unavailable, or different from those available for statutorily regulated professionals.
• Our verification of an unregulated professional is limited to identity, the professional type they have declared, and the platform-level checks set out in our verification policy. It is not, and does not purport to be, confirmation that the professional meets any particular minimum standard of competence, ongoing training, or professional indemnity cover beyond what they have voluntarily disclosed on their profile.
• You engage an unregulated professional entirely at your own risk. The platform is not liable for the quality, accuracy, completeness, or outcomes of any work, advice, or service they provide, nor for their conduct during or after engagement, save as expressly set out in Section 10.2 and subject to the statutory rights preserved by Section 10.4.
• Where a matter requires the protection of a statutory regulator (for example, contentious probate, regulated investment advice, or contested estate administration), you should consider selecting a regulated alternative from our directory. The directory's filters and the regulator information shown on each profile are provided to help you make that choice.

Nothing in this Section 10.10 limits the platform's general obligations to verify the identity of professionals it accepts onto the directory, to act on credible reports of misconduct in line with Section 11.2, or your statutory rights as a consumer.

11. Dispute Resolution

11.1 Platform Complaints

If you have a complaint about our platform services (technical issues, billing, account management), please contact us through the contact form on our platform. We aim to acknowledge complaints promptly and to resolve them within the time limits our Complaints Procedure publishes. Our full Complaints Procedure sets out both stages, the time limit that applies to each, and what to do if you are not satisfied with our final response. For details on support channels and response targets by plan, see Section 6.20.

11.2 Complaints About Professional Advice

If you have a complaint about the quality of professional advice or services received through a consultation, you should:

• First: Contact the legal professional directly to attempt to resolve the matter. All professionals on our platform are required to have an in-house complaints procedure.
• IPW/ISPW member will writers (United Kingdom): If unresolved, contact the IPW's ADR and Conciliation Service (ipw.org.uk). The IPW Code requires members to acknowledge and resolve complaints within the working-day limits the IPW Code sets before external escalation.
• Solicitors (England and Wales): If unresolved, contact the Legal Ombudsman (legalombudsman.org.uk) within 6 months of the final response from the professional, or the Solicitors Regulation Authority (sra.org.uk) for conduct concerns.
• Solicitors (Scotland): Contact the Scottish Legal Complaints Commission (scottishlegalcomplaints.org.uk).
• Solicitors (Northern Ireland): Contact the Law Society of Northern Ireland (lawsoc-ni.org).
• Other jurisdictions: Contact the relevant professional regulatory body in your jurisdiction.

You may also report concerns about a professional through our platform. We take all reports seriously and may investigate or restrict a professional's access to the platform where appropriate. For a step-by-step guide, see our engagement letter guide.

11.3 Alternative Dispute Resolution

If you are a consumer in the United Kingdom, you may obtain free, impartial advice about your consumer rights and how to pursue a complaint from Citizens Advice (citizensadvice.org.uk). If you are a consumer in the EU, the EU Online Dispute Resolution platform closed on 20 July 2025 and no EU-wide replacement took its place, so you may instead approach an approved alternative dispute resolution body in your own country; the European Consumer Centres Network (eccnet.eu) will tell you which body covers your dispute and can assist you directly where the trader is in another country. Whether we submit to a certified alternative dispute resolution body for complaints about our own services is stated in our Complaints Procedure, which is the single place that position is published and kept current.

12. Termination

We may terminate or suspend your account immediately for a serious breach of these Terms. We tell you the reason at the time, unless the law prevents us from doing so, and you can challenge the decision through our complaints procedure in Section 11.1. Upon termination, your right to use the Service will cease immediately. You may also delete your account at any time through your account settings, subject to a 14-day cooling-off period during which you may reverse your decision. Deletion is scheduled rather than immediate: during the cooling-off period your account remains restorable from the same sign-in, and only after the period elapses is your data permanently deleted.

Upon termination, subscription features cease immediately. You may also exercise your right to erasure under Article 17 of the UK GDPR at any time through your account's data-request settings: we erase the personal data we are not legally required to keep, and retain the remainder (such as executed wills, your communications with professionals, and identity, anti-money-laundering and payment records) only for the periods set out in the retention schedule in our Privacy Policy, after which it too is erased. In line with that schedule, will data is retained for the duration of your account plus 2 years after closure. Any unused add-on credits (AI generation credits, storage boosts) are money you have already paid us for something you have not yet had, so we do not keep them when your account ends. Their value is refunded alongside any other prepaid amounts, whether you close your account yourself, we terminate it, or we discontinue the Service under section 13. Ending your access for a serious breach of these Terms stops you using the Service; it is not a reason for us to keep money you paid for something we have not supplied. Prepaid subscription fees for the remaining period of your current billing cycle are likewise refunded pro-rata when your account ends. Where we terminate for a serious breach we may set against that refund the loss the breach actually caused us, but no more than that, and we show you how any deduction was worked out.

12.1 Mirror Will Account Deletion

If one partner in a Mirror Will pair deletes their account, the other partner's will remains valid and unaffected. The mirror pair link is severed, and references to the deleted partner are anonymised in the remaining will's records. The remaining partner's will continues as an independent document. No additional fee is charged for this conversion.

12.2 Sole-Admin Succession for Professional Firms

If you are the only remaining administrator of a professional firm and you delete your account, ownership of the firm and any associated client records, engagement letters and appointments is automatically transferred to the next eligible member (preferring administrators, then other active members by tenure) before your account is anonymised. If no eligible successor exists, the firm is closed and its non-personal records are retained on a read-only basis in accordance with the retention schedule in our Privacy Policy. Affected firm members and clients are notified by email so they can act on the change. The succession runs as part of the deletion pipeline; no orphan firm records remain on the platform.

12.3 Fresh-Slate Re-Registration

Once the 14-day cooling-off period has elapsed and deletion completes, signing back up later using the same email address creates an entirely new account. No firm memberships, organisation roles, professional listings or other records from the previous account carry over. The new account starts empty.

13. Service Discontinuation and Continuity on Business Change

This section explains what happens to your documents, your data and any money you have paid us if we stop providing the Service, or if our business changes hands. We have written it in advance, while nothing is happening, because that is the only honest time to write it.

13.1 Your Signed Will Is the Legal Document

We are a technology platform. We help you prepare, generate and store documents. We are not your will. Under the Wills Act 1837, the document with legal effect is the paper original you have signed and had witnessed, not the copy held on our systems. Whatever happens to us, that signed original remains valid and remains yours.

13.2 Notice We Will Give You

If we decide to discontinue the Service, we will give you not less than 90 days' written notice before access ends. We will give that notice by email, by a notice within the Service itself, and by a notice on our website, not by email alone, because accounts on a service like ours can go unopened for years at a time.

Billing and renewals stop when we give notice. You will not be charged for the notice period, and the 90 days are free.

13.3 Exporting Your Documents and Data

Throughout the 90-day period you will be able to export your documents and your personal data in standard, portable formats. This commitment is not conditional on our financial position: it is the part of a wind-down that costs least and matters most, and it is deliberately the promise we make without qualification.

During the notice period the Service becomes read-only. You will be able to view, download and export, but not to create new documents or make new purchases.

13.4 Will Location Registry

The registry records where your signed original is kept: on Registry Secure, sealed until a verified claim after death. Because that information may not be needed for many years, an export window alone would not serve its purpose. So if we discontinue the Service, then at the point we give notice (not at the end of the period), we will return the recorded location to you directly, and we will tell the people you have designated that the service is ending, so that someone other than you knows the record existed.

We do not commit to transferring registry records to another provider, and no successor registry is guaranteed. What we commit to is completing the record's purpose early, in your hands, rather than leaving it locked in a service that has closed.

13.5 Refunds Where We Discontinue the Service

Because billing stops at notice, the 90-day period is not charged for. Where you have prepaid for a period extending beyond the end of that window, we will refund the unused balance 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 refund arrangements are in addition to your rights under the Consumer Rights Act 2015 and other consumer-protection law. Nothing in this section limits or replaces those rights. Section 10.4 sets out the non-excludable consumer guarantees that may apply in your own country.

13.6 If We Become Insolvent

The commitments above describe an orderly wind-down by a company that is able to meet its obligations. If instead we enter administration or liquidation, the position is different, and we would rather you knew it now than discovered it then.

Money you have prepaid to us is not held separately from our own funds, and we do not hold it on trust for you. In an insolvency, a claim for a refund would rank as an unsecured claim. Unsecured creditors are paid after the costs of the insolvency process and after secured and preferential creditors, and are frequently paid in part or not at all. We make no arrangement that changes this and we do not maintain any fund set aside to change it, because no company can reliably promise its own money will still be there.

This paragraph is given as information about how the law would treat such a claim. It is not a term you are agreeing to, it is not a waiver of anything, and it does not affect your statutory rights.

13.7 Founding Member and Other Long-Term Benefits

A Founding Member package buys two different things, and only one of them is open-ended. The access it includes runs for a fixed term of 5 years from purchase, so at any moment what remains of it is a prepaid amount like any other, and it is treated as one under sections 13.5 and 13.6. The open-ended part is the renewal price we hold for you, meaning your right to renew afterwards at the price the equivalent plan cost when you bought, together with the other benefits described as lifelong. Those are what this section is about.

Some of our offers, including Founding Member, describe benefits as lifelong. Those benefits last for as long as the Service exists, and they survive the closure of your individual account in the circumstances described in the relevant offer. They cannot, however, outlive the Service itself: if the Service is discontinued, lifelong benefits end with it, along with everything else the Service provides. A price freeze cannot be honoured by a platform that is no longer running, and we would rather say so plainly than let the word “lifelong” imply a promise no company is able to keep.

Where a Founding Member or similar benefit was bought with a one-off payment and the Service is discontinued, that payment is treated in the same way as any other prepaid amount under sections 13.5 and 13.6. Because the access term is fixed at 5 years rather than perpetual, the amount in question is one that can actually be worked out: it is the unexpired part of those 5 years, calculated the same way as any other prepayment.

13.8 Work in Progress With a Legal Professional

If you are working with a legal professional through the platform when we give notice, that relationship is between you and them, and it does not end when we do. We will give you and the professional each other's contact details, together with a copy of the engagement letter and the records of your matter, so that the work can continue directly.

Payments you make for a professional's services are taken by the professional's own payment account rather than by us; we receive only our commission. That money is therefore not ours to hold and is not affected by our discontinuation. If work you have paid for has not been carried out, the arrangement remains between you and the professional.

13.9 Assignment and Change of Control

We may transfer these Terms, and our rights and obligations under them, to another organisation as part of a merger, acquisition, reorganisation or sale of all or substantially all of our assets. We will notify you of any such transfer, and we will only transfer to an organisation that agrees to be bound by obligations equivalent to these Terms and by data-protection obligations equivalent to those in our Privacy Policy. If you do not wish to continue with the new provider, you may close your account and export your data, and any prepaid amount for the unused period will be refunded pro-rata.

You may not transfer your account or your rights under these Terms to anyone else without our written consent. This does not affect the operation of your will, the authority of your executors, or the arrangements you have made for someone to act on your behalf.

13.10 What Happens to Your Data Afterwards

After the export period closes, personal data held on the Service is deleted in accordance with the retention schedule in our Privacy Policy, and deletion is completed before the company is dissolved. Particularly sensitive information, such as the content of advance decisions and health-and-welfare lasting powers of attorney, is deleted first.

14. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms shall be subject to the jurisdiction of the courts of England and Wales. This choice of law does not deprive you, if you are a consumer, of the protection of any mandatory provisions of the law of the country in which you are habitually resident, and those provisions continue to apply.

Consumer jurisdiction protections: If you are a consumer, you retain the right to bring proceedings in the courts of the country in which you are habitually resident, and to rely on any mandatory consumer-protection laws of that country that cannot be derogated from by agreement.

15. Changes to Terms

We reserve the right to modify these Terms at any time. If we make material changes, we will notify you via email or through the Service at least 30 days before the changes take effect. We will provide notice of material changes to these Terms, including changes to subscription pricing or cancellation policies, in accordance with the Digital Markets, Competition and Consumers Act 2024. Your continued use of the Service after changes constitutes acceptance of the new Terms. If you do not agree with the changes, you may close your account before they take effect.

If a plan feature change reduces a plan's capabilities, existing subscribers on that plan who already exceed the new limit will not have their existing data deleted. Instead, they will enter read-only mode for the affected feature until they reduce their usage or upgrade to a plan that accommodates it.

16. Contact Information

If you have any questions about these Terms of Service, please contact us:

Expat183
Please use the contact form available in your account dashboard or on our Contact Us page.

To complain rather than to ask a question, follow our Complaints Procedure.

17. Referral Programme

The referral programme is operated under the umbrella of our Partner Programme. The dedicated Partner Programme Terms govern reward amounts, eligibility, qualifying events, clawback, fair-use limits, and programme variation. The summary in this section is provided for convenience; where the Partner Programme Terms address the same subject matter, they prevail.

17.1 How It Works

Each registered user receives a unique referral code and shareable link. The platform supports four referral types: consumer-to-consumer, consumer-to-professional, professional-to-consumer, and professional-to-professional. When a new user signs up through your referral link or enters your referral code, both you and the referred user receive a reward. Reward durations vary by referral type. Visit your referral dashboard for current reward details, or see our Pricing page for general information.

If you are on a free plan when you earn a referral reward, you will need to provide a payment method to activate your reward. No charge is made at the time of activation. Your plan features are upgraded immediately and billing begins automatically after the free reward period ends. You may cancel at any time. Referral rewards must be claimed within 30 days of being earned; unclaimed rewards expire and cannot be reactivated.

17.2 Eligibility

The referral programme is available to all registered users on any plan, including the Free tier. Professional referral types (consumer-to-professional, professional-to-consumer, and professional-to-professional) require the referred professional to subscribe to a paid professional plan. Both the referrer and the referred user must be genuine, separate individuals.

17.3 Restrictions

Self-referrals are prohibited. Abuse of the referral programme includes but is not limited to: creating multiple accounts to generate referrals, using disposable or temporary email addresses for invitations, automated or bulk sharing of referral links through spam channels, and incentivising sign-ups outside the platform. Rewards obtained through abuse may be revoked and accounts may be suspended.

17.4 Reward Duration

Referral rewards are time-limited. The reward duration varies by referral type and is stated at the point of referral completion.

If you are on a paid plan, referral rewards are applied automatically to your existing subscription as free months.

If you are on a free plan, referral rewards require activation. To activate, you must provide a valid payment method within 30 days of earning the reward. At the time of activation:

• No charge is made (£0.00 due today)
• Your account is upgraded to the applicable plan immediately
• A free trial period matching the reward duration begins
• The plan's monthly price is displayed and locked in at the time of activation; after the free trial ends, your subscription continues at that locked-in price
• You may cancel at any time during or after the free period without penalty

We send a reminder by email at least seven days before the free trial ends so you know paid billing is about to begin at the locked-in price.

Unclaimed rewards expire 30 days after being earned and cannot be reactivated. We send a reminder by email at least seven days before a reward is due to expire so you have time to claim it. After any reward period ends (whether from activation or automatic application), you revert to your previous plan or the Free tier if no paid plan was active.

17.5 Tax Responsibility

Referral rewards may constitute a taxable benefit in your jurisdiction. You are responsible for any tax obligations arising from rewards received under this programme. The platform does not provide tax advice and will not issue tax documentation for referral rewards.

17.6 Email Invitations

You may invite others to join the platform by providing their email address. A system-generated invitation is sent on your behalf. The recipient's email address is stored for the purpose of matching the referral when they register. You must only invite individuals with whom you have a genuine relationship. Bulk unsolicited invitations are prohibited and may result in suspension of the referral feature for your account.

17.7 Referral Rewards for Professionals

Legal professionals participating in the referral programme are subject to the Professional Terms and Conditions in addition to these Terms. Referral rewards for professionals are applied to the professional subscription.

17.8 Cumulative Rewards

Referral rewards are cumulative subject to the fair-use limits set out in the Partner Programme Terms and shown on your referral dashboard. Multiple successful referrals extend your reward period sequentially. Each reward period begins after the previous one ends.

If you are on a free plan with an unclaimed reward and earn additional referral rewards, the additional months are added to your pending claim. You still only need to provide a card once to activate all accumulated rewards.

17.9 Programme Changes

We may modify or discontinue the referral programme with at least 90 days' notice. Any referrals already completed at the time of modification will be honoured under the terms in effect at the time of completion.

17A. Creator Programme

Separately from the service-credit referral programme in section 17, we operate a Creator Programme for approved content creators and affiliates, who promote our service with a tracked link or code and earn a cash commission on the paid conversions they refer. This is a different scheme with different economics, and it is governed by the dedicated Creator Programme Terms, which set out commission, eligibility, attribution, payout, clawback, disclosure obligations, and prohibited promotion. Where those terms address the same subject matter as these Terms, they prevail.

Creators must clearly disclose paid or affiliate promotion in line with the advertising rules that apply to them, and must not present our service as legal or tax advice. We process personal data relating to the Creator Programme (the details in an application, tracking data, and commission and payout records) in accordance with our Privacy Policy. The programme is described in plain language at /creators.

18. Restricted Regions

Subscriptions and paid products are not available in all regions. If your payment method is issued in a region where paid products are not currently available, you will be unable to purchase paid products but will retain full Free-tier access.

The payment card's issuing country is the determinant for regional restrictions. If you reside in an unrestricted country but your card is issued in a restricted country, the restriction applies (and vice versa).

If your region becomes restricted during an active subscription, your subscription completes its current billing period and will not renew. You will be notified before the period ends. If a previously restricted region is unblocked, users in that region may subscribe going forward. There is no retroactive entitlement to missed subscription time.

The list of restricted regions is reviewed quarterly and may be updated without notice. Changes take effect for new purchases only. Existing subscriptions are not interrupted mid-period.

If you believe a restriction has been applied to your account in error, please contact us through the contact form available in your account dashboard or on our Contact Us page.

19. Identity Document Verification

19.1 Purpose

Certain jurisdictions require identity verification as part of the will creation process. Where applicable, you may upload identity documents (passport, driving licence, or national ID) and proof of address documents (utility bill, council tax bill, or bank statement) to satisfy these requirements. Identity verification is optional in jurisdictions where it is not legally required.

19.2 Document Processing

Uploaded documents are processed through our self-hosted AI verification pipeline on our own infrastructure. By default, your identity documents are not sent to any third-party AI provider. An external provider is used only where you give explicit, per-document consent to enhanced processing after seeing our own result, and never without your approval. The verification process includes:

• Machine-readable zone (MRZ) parsing for passports and ID cards
• Optical character recognition (OCR) and large language model extraction of identity fields
• Cross-referencing of extracted data against your account information
• Image quality assessment to ensure document legibility
• Virus scanning of uploaded files before processing

Verification results include a confidence score (0 to 100) and may be subject to manual review by authorised staff if the automated pipeline cannot reach a conclusive result. You will be notified of the verification outcome.

19.3 Your Obligations

You must only upload genuine documents that belong to you. Uploading fraudulent, altered, or third-party documents is a serious breach of these Terms and may result in immediate account termination. You are responsible for ensuring uploaded documents are legible and not expired (where an expiry date applies).

19.4 The Video Identity Check

You may optionally record a short video identity check alongside an identity document. It exists to support the connection between the document and the person presenting it, and every recording is reviewed by a member of our team; no automated face matching or automated liveness scoring is applied to it. We ask for your explicit agreement to being recorded immediately before you record, separately from the agreement you gave when uploading the document.

A video identity check is advisory evidence only. It is not a know-your-customer (KYC) or anti-money-laundering (AML) check, it is not an identity verification service, and it does not certify your identity to us, to you or to any third party. We make no representation that it satisfies any regulatory, statutory or professional obligation that may apply to you or to anyone relying on your will, and it should not be presented as though it did. Recording one is never a condition of creating a will, and declining to record one does not affect the validity of any document produced through the service.

19.5 Document Replacement

You may replace a previously uploaded document at any time by uploading a new one. The previous document will be superseded but an audit log of the replacement is retained for compliance purposes.

19.6 Data Handling

Identity documents and Document Vault files are stored with enhanced encryption in private cloud storage and are not accessible to other users or legal professionals on the platform (except where you have explicitly granted access for will review or consultation purposes). Document retention and deletion follow the periods set out in our Privacy Policy, under “How long do you keep my data?”. Upon account deletion, identity documents and vault files are permanently deleted in accordance with the retention schedule.

When you delete a document from the Document Vault, the file enters a 90-day soft-delete window before being permanently purged from cloud storage. During that window the document sits in the Trash area of your vault and you can restore it yourself; you can also empty the Trash to purge it sooner. Once the window has passed and the purge has run, the file cannot be recovered by you or by us, although we retain an audit record that the document existed and was deleted. This 90-day vault soft-delete window applies specifically to user-initiated vault deletions and runs in addition to the general data retention periods set out in our Privacy Policy, which govern other categories of account data and may be longer. Documents subject to an active compliance access grant or linked to an ongoing will review cannot be deleted until the relevant hold or review is complete. You will be informed at the point of deletion if your request is blocked and the reason why. If you wish to request deletion of a protected document, you may exercise your data subject rights as described in our Privacy Policy, under “Can I see, change, or delete my data?”.

20. Preparedness Assessment

Our free Preparedness Assessment is provided for general informational and educational purposes only. It is not a substitute for professional legal, financial, tax, or estate planning advice.

20.1 Nature of the Assessment

The assessment generates a readiness score and personalised recommendations based on your self-reported answers. The score is indicative and designed to highlight potential areas for improvement. It is not a professional evaluation of your estate planning status.

20.2 Accuracy

Results depend entirely on the accuracy and completeness of the information you provide. We make no warranty or representation that the score, gap analysis, or recommendations are complete, accurate, or suitable for your specific circumstances. You should consult a qualified professional before acting on any recommendations.

20.3 No Professional Relationship

Completing the assessment does not create a solicitor-client, financial adviser-client, or any other professional relationship between you and Expat183, TheWILL.ai, or any legal professional listed on our platform.

20.4 Limitation of Liability

Nothing in these terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015 (reasonable care and skill, and information about the trader or service to be binding) or any other statutory consumer protection that cannot lawfully be excluded or restricted; or (d) any other liability that cannot be limited or excluded under English law. The limitations below apply only to the extent permitted by law.

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or of our failing to use reasonable care and skill in providing the assessment, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these terms, both you and we knew it might happen. The assessment reports back what you told us and is not advice, so a decision you take on the strength of your preparedness score or its suggestions, and any loss or damage that follows from that decision, is not a foreseeable result of our providing it.

21. Corporate and Bulk Licensing

This section applies when an organisation ("Purchaser") acquires bulk subscription licences or gift batches on behalf of employees, members, or other recipients.

21.1 Bulk Licence Orders

A Purchaser may acquire multiple subscription licences through a single checkout process. Licences are billed as a single subscription at the per-licence rate applicable to the selected plan, with volume discounts applied automatically based on quantity thresholds. The Purchaser is responsible for all licence fees regardless of whether individual licences are assigned or activated. The Purchaser manages the order's invoices, payment card and licence quantity from their team-licences page, whether or not they hold a personal subscription of their own. The licence quantity must stay within the self-service range shown at checkout; a change outside that range, or below the number of licences currently assigned, is not applied and the Purchaser is told why by email. Changes to licence quantity during a billing period are prorated for the remainder of that period. You will receive a credit for removed licences or an additional charge for new licences, calculated from the date of the change. The volume discount follows the new quantity from the next billing period.

21.2 Licence Assignment and Acceptance

The Purchaser assigns licences by providing recipient email addresses. Recipients receive an invitation email containing a unique, single-use acceptance link. Accepting a licence activates a full subscription for the recipient at no cost to them. Each licence may be assigned to only one recipient at a time.

21.3 Personal Subscription Interaction

If a recipient already holds a personal paid subscription when they accept a bulk licence, their personal subscription is automatically paused (not cancelled). If the bulk licence is later revoked or expires, the personal subscription resumes automatically. Recipients are notified of any subscription state changes by email.

A subscription provided by a bulk licence is managed by the Purchaser. While it is active, the recipient cannot cancel, pause or change the plan of that subscription, and it renews for as long as the Purchaser's order renews. The recipient is never charged for it and never sees the Purchaser's invoices or payment details. If the recipient tries to cancel or change it, we show them the Purchaser's name and contact email so they know whom to ask.

21.4 Revocation

The Purchaser may revoke an assigned or activated licence at any time. Revocation immediately terminates the recipient's access to premium features provided by that licence. If the recipient had a paused personal subscription, it is resumed upon revocation.

A reduction in licence quantity removes unassigned (available) licences first. Where the new quantity is below the number of licences currently assigned, the Purchaser must choose which assigned licences to revoke before the reduction is applied; we never choose for them. We notify each affected recipient by email when their licence is revoked.

21.4A Cancelling a Bulk Licence Order

The Purchaser may cancel a recurring bulk licence order at any time from their team-licences page, without contacting us. A cancellation takes effect at the end of the current billing period: every licence keeps working until then, no further payment is taken, and no refund is due for the period already paid. We email the Purchaser a confirmation showing when we received the request and the date the order ends, and we tell each recipient holding a licence the date it ends. When the order ends, every licence on it ends too, and any recipient's paused personal subscription resumes as described in Section 21.3.

21.5 Data Privacy: Corporate Licences

The Purchaser cannot access, view, or retrieve any recipient's will, personal documents, digital assets, or personal data. The Purchaser receives only aggregate, anonymised programme statistics (e.g. total licences activated). When fewer than five recipients use a feature, counts are displayed as "<5" to prevent identification. All recipient data belongs to the recipient and is governed by our Privacy Policy.

21.6 Gift Batches

A Purchaser may acquire a batch of gift codes for one-time add-on products. Each code is single-use and may be redeemed by any registered user. Gift codes do not expire unless the Purchaser's payment fails. The Purchaser cannot see who redeems each code or access any redeemer's account data. Unused gift codes are non-refundable except where required by applicable law. See Section 21.8 for cooling-off rights that may apply to gift code purchases.

21.7 Payment and Grace Period

Bulk licence subscriptions follow the same billing cycle as standard subscriptions. If a payment fails, a seven-day grace period applies during which licences remain active. If payment is not resolved within the grace period, all licences under that order are suspended. The Purchaser is notified by email at each stage of the payment recovery process.

21.7A Paying by Invoice: Overdue Invoices

This subsection applies to any organisation that pays us by invoice rather than by card, including under a Corporate Programme (Section 22). Each invoice states its due date and how to pay it, including the bank-transfer details and payment reference. We send a reminder before the due date and further reminders if the invoice becomes overdue.

• 30 days after the due date: if the invoice is still unpaid, the organisation's account is placed on a billing hold. While the hold applies, the organisation cannot activate or invite new licence holders or make other administrative changes to the account. Its billing pages, invoice downloads and contact with our support team stay available throughout.
• 60 days after the due date: if the invoice is still unpaid, renewal is also paused, so the organisation's licences and agreement do not renew automatically.

Neither stage affects what employees or other recipients already have. Licences that have been activated stay active until the end of their current term, and each recipient keeps full access to their own will, documents and data. If renewal is paused when a licence reaches the end of its term, the recipient moves to the Free tier and nothing in their account is deleted.

We email the organisation's billing contacts and administrators when a hold or a renewal pause starts and when it ends. Both are lifted automatically as soon as the invoice is paid or cancelled. We do not charge interest or late-payment fees on an overdue invoice.

21.8 Cooling-Off Period

Bulk licence orders: Bulk licence purchases made for business purposes are business-to-business transactions. The statutory cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to such orders.

Consumer gift codes: If you purchase gift codes as an individual consumer, you have a statutory right to cancel from the date of purchase, provided the code has not yet been redeemed. At the point of redemption, the redeemer is shown an on-screen notice explaining that redeeming the code begins immediate performance of the digital content, is asked to give explicit prior consent to that immediate performance, and must acknowledge that the right to cancel will be lost on redemption. Redemption only proceeds once both that consent and that acknowledgement have been recorded. Once a gift code is redeemed on that basis, the right to cancel is lost in accordance with Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

22. Corporate Programmes

This section applies to organisations that enter into a Corporate Programme agreement with Expat183. Corporate Programmes are separate from the bulk licensing described in Section 21 and are subject to additional terms set out below.

22.1 Scope and Eligibility

Corporate Programmes are available to organisations with 200 or more employees through a sales-assisted engagement. Each Corporate Programme is governed by a written agreement between the organisation and Expat183 that incorporates these terms. Corporate Programmes may include features not available through self-service bulk licensing, such as white-label branding, dedicated account management, and single sign-on integration.

Where an organisation enables single sign-on, its employees sign in through the organisation's own identity provider. The organisation is responsible for configuring and maintaining that identity provider and for deciding which employees may sign in through it. Single sign-on controls how an employee signs in only; it gives the organisation no access to the employee's will, documents or other personal data. For how we handle the identity data we receive from the identity provider, see Section 16 of the Privacy Policy linked in Section 22.4.

22.2 Contract and Service Level

Corporate Programme agreements have a defined contract duration specified in the written agreement. We target 99.5% platform uptime, measured monthly, excluding planned maintenance. We provide at least 48 hours' notice before planned maintenance that may affect service availability. Unplanned outages are communicated as promptly as practicable through the designated account contact.

22.3 White-Label Usage Rights

Where a Corporate Programme agreement includes white-label rights, the organisation may display its own logo, trading name and brand colours on employee-facing pages within the platform and on the emails we send to its employees. We do not currently host the platform on an organisation's own domain name. All intellectual property in the platform, including software, content, and design, remains the exclusive property of Expat183. The organisation may not modify, reverse-engineer, or sublicense any part of the platform.

22.4 Termination and Data Deletion

Upon termination or expiry of a Corporate Programme agreement, employer-specific data (organisation details, branding assets, assignment records, and aggregate programme statistics) is deleted within 30 days. Backup copies are purged within 90 days of termination. Employees retain full ownership of their personal data, including wills, documents, and digital asset records. If an employee had a personal subscription that was paused during the programme, it resumes automatically. For further details on how we handle personal data in Corporate Programmes, see Section 16 of our Privacy Policy.

22.5 Renewal

We send renewal reminders at 30, 14, and 7 days before the end of the contract period. If we intend to change pricing for the renewal period, we provide at least 60 days' written notice. The organisation may choose not to renew by notifying us before the contract end date; in that case, the programme terminates at the end of the current period and the data deletion process described in Section 22.4 applies.

22.6 Relationship to Bulk Licensing

Corporate Programmes and bulk licensing (Section 21) are separate products. Organisations using bulk licensing may migrate to a Corporate Programme by entering into a written agreement with us. Existing licence assignments are preserved during migration. An organisation may not hold both a bulk licensing subscription and a Corporate Programme agreement simultaneously for the same set of employees.

22.7 Dependant Cover

Where a Corporate Programme agreement includes dependant cover, a covered employee may invite adult dependants (for example, a partner or an adult child) to join under the organisation's programme, up to the limit set in the written agreement. Each dependant who accepts has their own account and enters into a direct contractual relationship with Expat183 on these terms; neither the organisation nor the employee is a party to that contract. How dependants count towards the organisation's licences and invoices is set out in the written agreement.

The organisation never has access to a dependant's personal data or account content, including wills and documents. It sees only aggregate figures, such as how many dependants are covered against the agreed limit. When the employee leaves the programme, or the agreement ends, each dependant keeps their account and everything in it, and may continue on a personal subscription. For how we handle dependants' personal data, see Section 16.13 of our Privacy Policy.

23. Employee-Paid Benefits

This section applies where an organisation offers its employees access to TheWILL.ai at a promotional rate through a branded join page, without the organisation paying for individual subscriptions.

23.1 Employer Role

The employer acts as a facilitator only. It provides a branded join URL to employees but does not pay for, manage, or have access to individual employee subscriptions or account data. The employer receives only aggregate participation statistics (e.g. total sign-ups through the branded page). When fewer than five employees have signed up, the count is displayed as "<5" to prevent identification.

23.2 Employee Relationship

Each employee who subscribes through a branded join page enters into a direct contractual relationship with Expat183 on the standard terms set out in this document. The employer is not a party to that contract and has no rights or obligations under it.

23.3 Promotional Pricing

A promotional rate is automatically applied when an employee subscribes through the branded join page. The promotional rate and its validity period are displayed at the point of subscription. The promotional rate applies for the initial subscription period and may differ from the standard renewal rate. The renewal rate is disclosed before the employee completes their subscription.

23.4 Withdrawal of Benefit

The employer may withdraw the employee-paid benefit at any time by deactivating the branded join page. Existing subscriptions continue at the promotional rate until the end of the current billing period, after which the standard rate applies. Employees are notified by email when their renewal rate changes.

24. Professional Organisation Team Management

This section governs the use of organisation team management features available to legal professionals who belong to a registered professional organisation on the platform.

24.1 Roles and Permissions

Each organisation member is assigned a role (Owner, Admin, Member, or Associate) that determines their permissions within the organisation. Permissions are enforced by the platform and cannot be bypassed. The organisation owner has full administrative authority, including the ability to transfer ownership to another active member.

24.2 Invitations

Organisation owners and administrators may invite new members by email. Invitations expire after 7 days and may be revoked at any time before acceptance. Accepting an invitation creates a membership linking the user to the organisation with the role specified in the invitation. Invitations may be restricted so that only the specifically invited email address can accept.

24.3 Role Changes and Member Removal

Owners and administrators may change member roles and remove members, subject to tier-based restrictions (for example, administrators cannot modify other administrators' roles). When a member is removed, their active client approaches are reassigned to the organisation owner, pending appointments are cancelled with client notification, and draft engagement letters are reassigned to the organisation owner. A member may also voluntarily leave the organisation at any time, except the owner, who must first transfer ownership.

24.4 Ownership Transfer

The organisation owner may transfer ownership to any active member. This action is irreversible without the new owner's cooperation. The previous owner is demoted to an administrator role. Both parties are notified by email.

24.5 Seat Limits

The number of members and pending invitations an organisation may have is determined by the organisation's subscription plan. Seat limits are enforced both at invitation creation and at invitation acceptance. If all seats are filled between the time an invitation is sent and the time it is accepted, the acceptance is declined and the invitee is informed.

24.6 Audit Log

All team management actions (invitations, role changes, member removals, ownership transfers, and voluntary departures) are recorded in an immutable audit log accessible to owners and administrators. Audit log entries are retained for seven years in accordance with UK regulatory requirements, after which they are permanently deleted.

24.7 Data Sharing Within Organisations

Members of the same organisation may see each other's names, email addresses, roles, and titles. Client approaches, appointments, and engagement letters may be visible to or reassigned between organisation members as described in Section 24.3. No member's personal will data, identity documents, or private account information is shared with other organisation members.

24A. Charity Partnership

24A.1 Eligibility

The Charity Partnership is available to organisations registered as a charity, foundation, or equivalent not-for-profit entity in their jurisdiction. We verify registration before activating a partnership account; we may ask for the registration number or equivalent evidence and we may decline an application or suspend an account if verification cannot be completed or is later withdrawn.

24A.2 Cost-recovery pricing

The Charity Partnership itself is free: there is no annual partnership fee. Every optional add-on is priced on a cost-recovery basis, against our actual supplier invoice (object storage, payment-processing and similar direct costs), with no profit margin and no mark-up. That cost is rounded up to the nearest whole pound and is subject to the minimum add-on price shown on the charity pricing page, so the smallest size can cost slightly more than our supplier rate. Cost-recovery pricing means an add-on price may be revised when our underlying supplier costs change; we publish current prices on the charity pricing page and notify active partners before any change takes effect.

24A.3 What the partnership includes

The base partnership covers a verified charity profile, a standard listing in the public charity directory, a capped number of office locations and team seats, a capped monthly allowance for content updates, capped storage for documents and videos, verification tooling and email support. The published feature list on the charity pricing page is the canonical scope. Anything not listed there is not part of the base partnership.

24A.4 Optional at-cost add-ons

Charities may purchase optional add-ons, billed annually alongside the free partnership. The add-on currently offered is extra charity storage, sold in fixed sizes. Video uploads are included in the partnership and count towards the charity's storage. Add-ons:

• are billed at our supplier cost with no mark-up, rounded and subject to the minimum add-on price described in 24A.2;
• renew annually with the partnership unless cancelled before the renewal date;
• are billed to the charity's own billing account, not to the team member who buys them. The account holds the charity's card on file and billing email, which any owner or administrator can update; when a team member leaves, the charity's billing does not change, and if they were the person who added the card on file we email the remaining owners and administrators so they can check it is still right;
• bought before the charity had its own billing account stay with the charity and keep renewing on the card they were bought with until they are cancelled; if the member who bought them leaves the charity's team, we email both that member and the charity's remaining owners and administrators;
• cease entitlement when cancelled; for example, extra storage no longer counts towards the charity's storage allowance on cancellation; and
• do not change the eligibility or verification rules described above.

24A.5 Acceptable use of the charity directory

Charity profiles must remain truthful and current. Profiles must not contain political campaigning, soliciting for unrelated commercial activity, content that misrepresents the charity's registered purposes, or anything that breaches our acceptable use rules elsewhere in these Terms. We may hide or remove a profile, suspend the partnership, or end it if a profile or its operators fall out of compliance with these rules or with the laws applicable to the charity in its registered jurisdiction.

24A.6 Account control and data

A partnership account is operated by people the charity nominates and authorises. The charity is responsible for managing access for its own team, including adding and removing members, rotating credentials, and ensuring that anyone with access is acting for the charity. Data held in the partnership account is governed by our Privacy Policy; the cost-recovery nature of the partnership does not reduce the data-protection rights the charity or its people have.

24A.7 Cancellation and what happens next

A partnership may be cancelled at any time before its annual renewal date. Cancellation takes effect at the end of the paid period; the profile is delisted from the public directory, paid add-ons end at the same time, and documents stored in the partnership account remain accessible for export during the standard post-cancellation export window described elsewhere in these Terms. Re-subscribing within the export window restores the partnership in place.

24A.8 No legal, tax, or compliance advice

The Charity Partnership is a platform service. Nothing in the partnership, on the charity pricing page, or in any feature available to a charity profile constitutes legal, tax, regulatory or charity-compliance advice. Charities remain solely responsible for their own legal and regulatory obligations in every jurisdiction where they operate. Consult an appropriate professional for advice specific to the charity's circumstances.

25. Portfolio Tracker

This section governs your use of the Portfolio Tracker feature, which allows you to track securities, view market prices, and manage investment portfolios within the platform.

25.1 Service Description

The Portfolio Tracker provides tools for tracking the value of securities you hold, including equities, exchange-traded funds, cryptocurrency, commodities, and other market instruments. Features include licensed delayed and end-of-day price tracking, transaction recording, portfolio analytics, and performance reporting.

25.2 Data Accuracy and Limitations

Market prices displayed in the Portfolio Tracker come from the following categories of source: exchanges that publish end-of-day data for public use, official sources such as central banks, government agencies and published fund prices, and licensed data providers. Most prices are end-of-day prices, usually from the previous trading day. The Portfolio Tracker does not display real-time exchange data. Each price is shown with its date, and the full list of sources is set out on our Market data sources page.

Prices for United States shares and exchange-traded funds reflect trades on the IEX exchange only and may therefore differ slightly from closing prices published by other sources.

Prices taken from statements you upload, and prices you enter yourself, are your own data. We display them as provided and do not verify them against market sources.

We only display a price where the source permits us to show it to you. Where no such price is available for a holding, that holding is valued at your purchase price until one becomes available.

We do not guarantee the accuracy, completeness, or timeliness of any market data. Price data is provided for informational purposes only. You should not rely solely on data displayed in the Portfolio Tracker for making investment decisions.

25.3 Not Financial Advice

The Portfolio Tracker is a tracking and organisational tool. It does not constitute financial advice, investment advice, or a recommendation to buy, sell, or hold any security. Expat183 is not a financial adviser, broker, or dealer. Nothing displayed in the Portfolio Tracker should be construed as a solicitation or offer to buy or sell any financial instrument.

You should consult a qualified financial adviser before making investment decisions. Past performance data displayed in the Portfolio Tracker is not indicative of future results.

25.4 Limitation of Liability

Section 10.3 applies to the Portfolio Tracker and is the only limit on our total liability to you; this Section 25.4 sets no separate cap. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015, or for anything else listed in the first paragraph of Section 10.3, and nothing in this Section 25.4 affects your statutory rights (see Section 10.4).

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both you and we knew it might happen. On that basis Expat183 is not responsible for loss, damage, or expense arising from or in connection with:

• Investment decisions made based on data displayed in the Portfolio Tracker
• Inaccurate, delayed, or incomplete market data from third-party providers
• Temporary unavailability of price data due to provider outages or circuit-breaker activation
• Errors in portfolio valuation, performance calculations, or tax lot computations

25.5 Tier-Based Access

Portfolio Tracker features vary by subscription tier. Free-tier users receive end-of-day pricing only. Paid tiers may include more frequent price updates, additional portfolios, API access, and advanced analytics. Feature availability is described on our pricing page.

25.6 Imported Data and Broker Statements

You may upload broker statements (CSV, PDF, or image files) to import transaction and holdings data into your portfolio. You are solely responsible for the accuracy of any imported data. Expat183 processes uploaded broker statements using self-hosted document extraction technology by default. Your financial documents are not sent to any third-party AI provider without your approval. Only if our own result is not good enough may you choose, on your explicit per-document consent, to send that statement to a third-party AI provider for enhanced extraction.

Imported transactions are presented for your review before confirmation. You should verify the accuracy of parsed data, including security identification, quantities, prices, and transaction types, before confirming an import. Once confirmed, transactions are recorded in your portfolio and used for cost basis and gain/loss calculations. Duplicate transactions are automatically detected and flagged.

25.7 Portfolio Members

The Portfolio Tracker allows you to create portfolio members representing family members or other individuals whose portfolios you oversee. Portfolio member data (display names, relationship labels, and colour preferences) is stored in your account and is visible only to you.

You are solely responsible for ensuring you have appropriate authority or consent to track another individual's portfolio information. Portfolio member records are not independent user accounts. They are labels within your portfolio for organisational purposes.

The account owner is solely responsible for the accuracy of all data entered on behalf of managed portfolio members. No separate account or consent from the managed person is required by the platform. This is the owner's data and the owner's responsibility to maintain.

If a person whose information is tracked as a portfolio member requests removal of their data, the account owner must remove the member record promptly. Expat183 does not independently verify the identity or consent of individuals represented as portfolio members.

When you remove a portfolio member, the member record is deactivated. Transactions and tax lots previously assigned to that member are retained for tax reporting accuracy but are no longer associated with the removed member in consolidated views.

25.8 Watchlists and Price Alerts

Watchlists allow you to track securities you are interested in without recording transactions. The number of watchlists and items per watchlist is limited by your subscription tier. Price alert notifications (available to Gold and above tiers) are sent via email when a security's price crosses your configured thresholds. Alerts are subject to a 24-hour cool-down period to prevent excessive notifications.

Shared watchlist links expire after the period you specify (or remain active indefinitely if no expiry is set). Shared links display only the watchlist name, description, and security list. No personal data or portfolio information is included in shared views.

25.9 DRIP Preferences

You may configure dividend reinvestment plan (DRIP) preferences per security or per account. When a cash dividend is processed and your DRIP preference is set to “Reinvest”, the system automatically creates a dividend reinvestment transaction using the dividend proceeds and the latest available market price. You are responsible for verifying that auto-generated reinvestment transactions accurately reflect your actual brokerage account activity.

25.10 Consumer API

Paid-tier users may generate personal API keys to access portfolio data programmatically via the Consumer API. API keys are hashed at rest using argon2: the raw key is displayed once upon creation and is not stored in plaintext. You are solely responsible for keeping your API keys secure and must not share them publicly or embed them in client-side code.

API access is subject to hourly rate limits determined by your subscription tier. Exceeding the rate limit will result in temporary throttling (HTTP 429). Rate limit information is included in API response headers.

You must not use the Consumer API to redistribute market price data to third parties, to build competing portfolio tracking services, or to execute automated trading strategies based solely on data obtained from the API.Expat183 reserves the right to revoke API keys that violate these restrictions or that generate excessive load.

Webhook endpoints (available to Gold tier and above) receive event notifications via HTTPS POST requests signed with HMAC-SHA256. Webhook delivery is best-effort. We do not guarantee delivery times or provide a service level agreement for webhook uptime. Endpoints that consistently fail to respond may be automatically deactivated after 10 consecutive failures.

25.10A AI Agents and the MCP Server

The same personal API keys may be used to authorise an AI agent (such as Claude Desktop, Claude Code, or any client compatible with the Model Context Protocol) via our MCP server endpoint at POST /api/v1/mcp/. Agents are treated as ordinary API clients: each request is authenticated with your personal API key, counts towards your hourly rate limit, and is subject to the same scope checks (portfolio:read for the v1 read-only tool set; portfolio:write when, and only when, write tools are explicitly enabled).

Agents that you choose to connect run under your own contract with their provider. Expat183 does not forward your portfolio data to any third-party AI provider on your behalf; the agent retrieves your data using your own key and processes it under the terms you have agreed with that provider. You are responsible for the choices your agent makes with the access you grant it, including any write actions performed with a key that carries the portfolio:write scope.

25.11 AI Portfolio Suggestions

Gold-tier subscribers and above may access AI-generated portfolio suggestions, including but not limited to asset allocation observations, diversification analysis, rebalancing prompts, and performance commentary. These AI Portfolio Suggestions are generated by machine learning models and are provided for informational and educational purposes only.

By using AI Portfolio Suggestions, you acknowledge and agree that:

• AI-generated suggestions are based solely on the portfolio data you have entered into the platform and publicly available market data. They do not reflect your complete financial picture.
• Expat183 does not know your full personal or financial circumstances, and AI Portfolio Suggestions are not tailored to your individual situation.
• AI Portfolio Suggestions are AI output under Section 5 and may be inaccurate, incomplete or inappropriate. You should evaluate and check any suggestion before acting on it.
• No AI Portfolio Suggestion should be treated as a substitute for advice from a qualified financial adviser, tax adviser, or other professional.
• Expat183 is not authorised or regulated as a financial adviser and does not provide regulated financial advice.
• Historical performance data and pattern-based analysis do not guarantee or predict future returns. Investment values can go down as well as up.

You must make your own investment decisions. If you require personalised financial advice, you should consult an independent financial adviser authorised and regulated in your jurisdiction.

25.12 Orchard72 Services and FCA Perimeter

The Portfolio Tracker is offered as the “Orchard72” service by Expat183. The Orchard72 service is information only.

• Information only. Nothing Orchard72 displays constitutes investment advice or a personal recommendation under the Financial Services and Markets Act 2000 (FSMA 2000) or any equivalent rule in your jurisdiction.
• Not authorised by the FCA. Expat183 is not authorised or regulated by the Financial Conduct Authority and is not covered by the Financial Services Compensation Scheme or the Financial Ombudsman Service.
• No client money. Orchard72 never receives, holds, or moves your money or assets. Your holdings remain at your existing brokers, custodians, and banks at all times.
• Manual or CSV ingestion only. Orchard72 ingests data only via manual entry or CSV upload from a fixed allowlist of supported broker formats. Orchard72 does not aggregate accounts via Open Banking and is not an Account Information Service Provider under the Payment Services Regulations 2017.
• No liability for investment outcomes. Expat183 is not responsible for loss or damage that is not a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill. Orchard72 displays the figures you give it and recommends nothing, so an investment decision you take, and any loss, tax, penalty, or other consequence that follows from it, is not a foreseeable result of anything we have done, whether or not you reviewed information shown in Orchard72 before taking it.

For a fuller explanation of why the Orchard72 service is outside the FCA regulatory perimeter, see Orchard72 and the FCA Regulatory Perimeter.

25.13 Sector Themes and Third-Party Sector Classification

Some Portfolio Tracker surfaces group companies into sectors and let you explore a sector as a theme: you choose filters, and we list the companies a third-party sector classification places under that sector, together with a weighting. Availability of the sector theme explorer varies by subscription tier; feature availability is described on our pricing page.

By using the sector theme explorer, you acknowledge and agree that:

• The sector groupings, relevance scores, and confidence scores are produced by a third-party classification provider, not by us. They are that provider's assessment of a company, not ours, and we do not verify them.
• A classification provider's methodology may change, may be incomplete, and may be wrong. A company may be placed under a sector you would not have placed it under, and a company you would expect may be absent.
• Which companies appear, and in what proportion, follows entirely from the filters you choose and from the weighting basis you select. A weighting is arithmetic applied to the provider's scores, or an equal split, and carries no view from us about any company.
• Some companies a classification lists are private or otherwise have no traded security we can follow. No price, valuation, or holding information is available for them, and they cannot be added to a price-tracked watchlist.
• Saving a theme records the companies you selected for your own reference. It does not place a trade, does not move money or assets, and is not an instruction to anyone.
• The underlying sector data is licensed from a third-party market-intelligence provider and is credited on every surface that displays it. Its use may be subject to that provider's own terms.

You must make your own investment decisions. You should consult a qualified financial adviser, authorised and regulated in your jurisdiction, about your own circumstances before acting on anything the sector theme explorer displays. The information-only and FCA perimeter terms in Section 25.12, and the accuracy and liability terms in Sections 25.2 and 25.4, apply to this feature in full. Our Disclaimers page sets out the same limits in plainer terms.

25.14 Public Market Information Pages

Orchard72 publishes public information pages for individual shares, exchange-traded funds, funds, cryptocurrencies, government bond yields and currency pairs. Anyone may read them without an account, and search engines may list them.

• A public page shows only information whose source allows it to be shown to the public: reference data such as names, tickers, exchanges and identifiers, and, where the source permits, the latest end-of-day price with its date. A source that permits display inside the Portfolio Tracker does not necessarily permit display on a public page, so a public page may show less than the Portfolio Tracker does.
• Headlines, regulatory filings and other news items are shown as a headline, source, date and link to the original publisher, and are credited to the news provider that supplies them. We do not republish the full text of third-party articles.
• Public pages carry no information about you, your holdings or any other user. They are the same for every visitor.
• Section 25.2 (data accuracy), Section 25.3 (not financial advice), Section 25.4 (limitation of liability) and Section 25.12 (information only) apply to public pages in full. A public page is not a recommendation to buy, sell or hold anything.

The sources behind each public page are listed on our Market data sources page.

26. Tax Calculations

26.1 Informational Purposes Only

The tax calculation features provided by TheWILL.ai, including the Tax Centre, capital gains calculations, loss carry-forward tracking, and related reports, are for informational purposes only and do not constitute tax, financial, or legal advice. These calculations are estimates based on the transaction data you have entered and the tax rules configured in our system.

26.2 Not a Substitute for Professional Advice

Tax rules vary by jurisdiction and are subject to change. Our calculations may not reflect the latest legislative changes, court rulings, or HMRC/IRS/CBDT guidance. You should always consult a qualified tax adviser or accountant before making financial decisions, filing tax returns, or relying on any calculation provided by our platform.

26.3 Data Accuracy

The accuracy of tax calculations depends on the completeness and correctness of the transaction data you provide. Incorrect, incomplete, or missing transaction data (including acquisition dates, cost basis, and disposal proceeds) will result in inaccurate calculations. Expat183 is not responsible for tax calculations based on incorrect input data.

26.4 Jurisdiction-Specific Rules

Our tax engines implement jurisdiction-specific matching rules (such as UK Section 104 pooling, US wash sale rules, and India grandfathering provisions) as we understand them. However, tax law is complex and our implementation may not cover every edge case or special circumstance. Expat183 makes no warranty that its tax calculations are complete, accurate, or suitable for any particular purpose, including tax filing.

26.5 No Liability

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015 (reasonable care and skill, and information about the trader or service to be binding) or any other statutory consumer protection that cannot lawfully be excluded or restricted; or (d) any other liability that cannot be limited or excluded under English law. The limitations below apply only to the extent permitted by law.

Subject to the paragraph above, to the maximum extent permitted by law, Expat183 shall not be liable for any loss, penalty, interest, or other consequence arising from reliance on tax calculations provided by the platform. This includes, without limitation, any underpayment of tax, missed filing deadlines, or incorrect claims for relief or exemption.

27. Professional Regulatory Compliance

Professionals on TheWILL.ai operate in multiple jurisdictions worldwide. Each jurisdiction has its own regulatory requirements for legal, financial, and tax professionals. By using the platform as a professional, you acknowledge and agree to the following:

27.1 Professional Responsibility

Professionals are solely responsible for:

• Determining which regulations apply to them in their jurisdiction(s) of practice
• Obtaining and maintaining all required registrations, licences, and regulatory approvals necessary to provide their services
• Updating their TheWILL.ai profile promptly when their regulatory status changes
• Complying with all applicable laws and regulatory requirements in each jurisdiction where they operate

27.2 Platform Verification

TheWILL.ai verifies professional credentials where possible through available public registers. However, we do not guarantee the completeness or currency of regulatory information, and verification through our platform does not constitute confirmation of regulatory compliance.

Adding a new practising jurisdiction to your TheWILL.ai profile requires you to upload a current practising certificate (or equivalent evidence of your right to practise) and obtain administrator approval before the new jurisdiction appears on your public profile. Submitting a certificate you do not hold, or one that has been altered, suspended, withdrawn, or revoked, is a serious misrepresentation and a material breach of these Terms. We may suspend or terminate your account, remove the affected listing, and cooperate with the relevant regulator.

Separately from credential checks, an organisation may ask us to verify that it controls the web domain its listing points at. You prove control by publishing a DNS TXT record we issue, by serving a file we issue over HTTPS on that domain, or by replying from a role address at the domain. To carry out the check we look up your domain's DNS records, fetch the file over HTTPS from the site you have claimed, and send mail to the role address you nominate. Only the DNS and HTTPS methods are accepted where a domain is used to enrol staff accounts automatically; a role mailbox alone is not treated as control of the domain. We keep a record of every attempt, successful or not, as the audit trail behind the decision.

A verified domain does not stand indefinitely. Verification lapses after 90 days and must be proved again, and the badge is removed as soon as your listed website moves to a domain you have not proved. Claiming a domain you do not control, or asking someone else to publish a proof on your behalf without their authority, is a material breach of these Terms and of our Acceptable Use Policy. A verified domain confirms one narrow fact, control of that domain on the day it was checked. It says nothing about an organisation's regulatory standing, which is covered by the credential checks above.

27.3 Regulatory Alerts

We may provide informational alerts about regulatory changes that could affect professionals on the platform. These alerts are provided as a courtesy and do not constitute legal, regulatory, or compliance advice. Professionals should independently verify any regulatory requirements with the relevant authority.

27.4 UK-Specific: HMRC Tax Adviser Registration

From 18 May 2026, HM Revenue & Customs (HMRC) requires individuals and businesses that provide tax advice or deal with HMRC on behalf of clients to register as tax advisers. Professionals on TheWILL.ai who provide tax-related services in the United Kingdom should review the HMRC guidance on tax adviser registration (opens in a new tab) to determine whether this requirement applies to them. This is one example of jurisdiction-specific regulation; professionals should check requirements in all jurisdictions where they operate.

27.5 Marketplace Disclaimer

27.6 Professional API and Webhooks

Professionals on eligible subscription tiers may generate personal API keys to access their own practice data programmatically via the Professional API (/api/v1/pro/ext/), for example their own profile, appointments, client approaches, and engagement-letter status. Access is gated by the pro.api_access entitlement and the pro:read scope, and is subject to hourly rate limits determined by your tier. A professional’s key acts as that professional: every request is scoped to your own practice, and you must keep your API keys secure and must not share them publicly or embed them in client-side code.

On tiers that include it, a professional may also create a will draft for one of their own clients through the Professional API, using a key with the pro:wills:write scope. A draft created this way is the same as one the professional prepares in our interface. It belongs to the professional’s practice until it is handed to the client, and section 36 applies to it in full.

Professionals on tiers that include the pro.webhook_access entitlement may register HTTPS webhook endpoints to receive event notifications, for example appointment.created, appointment.cancelled, engagement_letter.signed, and approach.received. Webhook payloads are deliberately minimised: they carry only record identifiers and a status, never a client’s personal data. To act on an event you retrieve the relevant detail yourself through the Professional API. Deliveries are signed with HMAC-SHA256 and are best-effort. We do not guarantee delivery times or provide a service level agreement, and endpoints that consistently fail may be deactivated after 10 consecutive failures.

You are responsible for the security of any webhook endpoint you register and for the lawful handling of the data you retrieve through the Professional API, in line with your own professional and data-protection obligations. You must not use the Professional API or webhooks to access data beyond your own practice, to build a competing service, or in any way that breaches these Terms.

27.7 Custom Booking Domains

On tiers that include it, a professional may serve their public booking page on a domain name they supply, such as book.yourpractice.example, up to the number of domains their tier allows. You prove control of the domain by publishing a DNS TXT record we issue, then point it at us with a CNAME record. Once both are in place we register the name with our certificate provider, which issues the SSL certificate for it. A domain whose TXT record we cannot find within 7 days of being added is marked as failed until you verify it again.

A custom domain only ever shows your booking page. Bookings made through it are platform bookings in every respect, and these Terms, our Privacy Policy and the booking terms on your profile apply to them as they would on our own domain. We re-check each active domain daily and stop serving it if the DNS records move away or the certificate lapses. Removing the domain from your booking link ends our use of it and releases it from our certificate provider.

You remain responsible for the domain itself: its registration and renewal, its DNS, and the right to use the name. You must only add a domain you own or are authorised to use, and must not use one that infringes a trade mark, impersonates another person, firm or regulator, or misleads clients about who they are booking with. Doing so is a material breach of these Terms and of our Acceptable Use Policy, and we may remove the domain without notice.

28. Community Forum

Expat183 operates a community discussion forum ("Forum") at community.thewill.ai (opens in a new tab). By accessing or using the Forum, you agree to the following terms in addition to all other provisions of these Terms. The Forum is also subject to our Acceptable Use Policy.

28.0 Eligibility and Account Linking

Forum access is restricted to users aged 18 or over and is provisioned via single sign-on (SSO) from your TheWILL.ai account. Single sign-on admits only an account that has given the 18-or-over confirmation described in Section 3.1, and it refuses an account we know belongs to someone under 18. You may not create a standalone Forum account. Closing your TheWILL.ai account terminates your Forum access; a Forum-only suspension or ban does not, in itself, terminate your TheWILL.ai account. You may appeal a Forum suspension or ban by contacting us at community.thewill.ai (opens in a new tab) through the built-in message function within 14 days of the decision.

28.1 User-Generated Content Licence

By posting content on the Forum ("User Content"), you grant Expat183 a non-exclusive, worldwide, royalty-free, perpetual, irrevocable licence to use, reproduce, modify, distribute, and display your User Content in connection with the operation and promotion of the Forum and our services. You retain ownership of your User Content and may delete it at any time, subject to Section 28.6.

28.2 Content Restrictions

You must not post content that:

• Constitutes specific legal, tax, or financial advice directed at an individual
• Contains personal data of third parties without their consent
• Is defamatory, abusive, threatening, or harassing
• Infringes any intellectual property rights
• Contains malware, spam, or unsolicited commercial communications
• Violates applicable law or regulation
• Impersonates any person or entity
• Discloses confidential client information (for professional users)

28.3 Hosting Disclaimer

Expat183 hosts User Content as a neutral intermediary and does not endorse, verify, or assume responsibility for any statements, opinions, or advice published by users. Forum discussions do not constitute professional advice. Always consult a qualified professional before acting on information found in the Forum.

28.4 Professional Accountability

Verified professional users are identified by a badge on the Forum. Professionals remain subject to the professional conduct obligations in Section 27 and to the regulatory requirements of their respective professional bodies. Posting on the Forum does not create a professional-client relationship.

28.5 Moderation Rights

We reserve the right, but are not obligated, to monitor, edit, move, or remove any User Content that violates these Terms or our Acceptable Use Policy. We may also restrict or suspend Forum access for users who repeatedly breach these terms. Moderation decisions are at our sole discretion.

28.6 Account Termination and Anonymisation

If your account is terminated or you request deletion of your Forum data, we will anonymise your User Content (replacing your display name with a generic identifier) rather than deleting it, to preserve the integrity of discussion threads. You may request full deletion of specific posts by contacting us through the contact form in your account dashboard.

28.7 Defamation and Named Complaint Policy

Users must not name or identify specific professionals, firms, or other users in complaints or negative reviews on the Forum. Complaints about professionals should be directed through our formal complaints process.

We follow the statutory procedure under section 5 of the Defamation Act 2013 and the Defamation (Operators of Websites) Regulations 2013. If you believe content posted on the Forum is defamatory of you, send a notice of complaint to us via our contact form. A valid notice of complaint must include: (a) your name and a means by which we can contact you; (b) the precise content complained of and the URL or location where it appears; (c) an explanation of why the content is defamatory of you and, where relevant, what is factually incorrect or otherwise unlawful about it; and (d) confirmation that you have not consented to the posting of the content. We will acknowledge receipt of a valid notice of complaint within 48 hours and proceed under the statutory procedure, which may include contacting the person who posted the content, removing the content where required by law, or passing the poster's contact details to you to the extent permitted by the Regulations.

28.8 Hold-Harmless

29. Documents you upload

When you upload a document to TheWILL.ai, the following applies.

29.1 Your ownership and authority

You confirm that you own the document or are authorised to upload it, and that you are entitled to share its contents with us for the purposes described in our Privacy Policy.

29.2 What we do with it

We store the document in your vault, we may extract information from it (such as transactions from a broker statement or the names of beneficiaries from a will), and we let you share it with other people through the share-link feature. Everything we do is for the purpose of providing the service you have asked for. Your raw documents, entries and personal details are never used to train any AI model, nor for any purpose unrelated to serving you. To improve our own models we may use de-identified interaction data from which names, addresses and other identifying details have been removed. Third-party AI providers are contractually prohibited from training on your data.

29.3 Password-protected documents

If you upload a document that is protected by a password and you provide the password to unlock it, you further confirm that:

• you are authorised to share the password with us for that purpose;
• you understand and accept that we will store an unlocked copy of the document in your vault, encrypted at rest, after the unlock; and
• we accept no liability for a failure to process a document because an incorrect password was provided, the file was corrupted, or the file used an encryption method we do not support.

29.4 Values derived from your documents

Where our service shows you numbers, totals, dates, names, or other information that we have extracted from a document you uploaded (for example, the holdings listed on a broker statement, or the beneficiaries listed in a will), we make reasonable efforts to extract that information accurately, but you remain responsible for reviewing and confirming it before you rely on it. We will always show you the source document alongside any extracted value. You are responsible for making any corrections you notice; we will not silently change values after you have confirmed them.

29.5 Not financial, tax, or legal advice

Nothing in the extracted values we display constitutes financial, tax, or legal advice, and you should consult a qualified professional before acting on them, particularly for material financial decisions or for matters relating to a will.

29.6 Retention and deletion

You can delete any document from your vault at any time; deletion also removes the values we extracted from it, any previews we generated, any share links, and the lifecycle log entries for that document, as described in our Privacy Policy. In the normal course we retain documents you upload in line with our data retention policy. Where a document is subject to a legal hold (for example, because it is the subject of, or reasonably anticipated to be relevant to, a legal claim, regulatory investigation, or dispute between us), we may retain it for the period required by law (typically up to 6 years for general civil litigation in the United Kingdom, longer where statute requires).

29.7 No warranty on third-party content

Where a document you uploaded contains information from a third party (for example, your broker, your bank, or your solicitor), the accuracy of that underlying information is the third party's responsibility; we only represent that we accurately stored and extracted from the document as received.

29.8 Wills imported on your behalf by a professional

A legal professional you work with may invite you to import an existing will into your own account. Where you accept such an invitation, the document is imported into your vault under your own account, and the rest of this section applies to it as though you had uploaded it yourself. Before the import completes we ask you to review and agree an engagement letter describing how that professional will handle your documents; there is no fee to you for importing. Reading a document with our AI extraction draws on your own monthly AI credit allowance, whereas importing structured data uses none. The professional is responsible for holding your authority to invite you and for meeting their own professional and regulatory obligations.

29.9 Documents you send in by email

Your account has one personalised inbound email address. A document you send to it is treated as a document you uploaded, and the rest of this section applies to it. An address we issued you earlier for forwarding travel itineraries continues to be accepted so that a saved contact or a mail-client forwarding rule you already set up keeps working, but it is no longer the address we show you.

You control the address. You can switch inbound delivery off entirely, rotate the address, and choose who may send to it: only you, a list of senders you name, or anyone. Mail that arrives while delivery is switched off, or from a sender your setting does not allow, is rejected and its contents are not stored. We also apply a per-account hourly limit and ignore a repeated delivery of the same message, so a forwarding loop cannot fill your vault.

Where you have switched travel extraction on, we keep a copy of the message, encrypted at rest, for as long as it takes to extract your travel dates and then delete it on the schedule set out in our Privacy Policy. With travel extraction off, the attachments are filed in your vault and no copy of the message is kept. Extraction is carried out on our own servers.

Email is not a guaranteed delivery channel and the part of the journey before a message reaches us is not under our control. We are not liable for a document that is delayed, altered or lost in transit, or for mail we reject under the settings above, so please keep your own copy until the document appears in your vault.

30. Karma Programme

This section governs the Karma Programme, under which you may earn a redeemable balance (“karma”) for qualifying activity. The Karma Programme replaces our earlier free-period referral reward; referrals you completed under the earlier scheme are not affected. Where you also participate in our referral programme, the Partner Programme Terms continue to apply alongside this section.

30.1 Definition

Karma is a non-cash, non-transferable, redeemable balance issued by Expat183 for qualifying activity. Karma has no monetary value, cannot be exchanged for cash, and cannot be moved between accounts.

30.2 Sources of karma

You can earn karma from two sources:

• Referrals: subject to verification and a 60-day retention period before the karma is confirmed.
• Community participation: subject to community trust-level eligibility, a daily earning cap, and the disclosure affirmation described below. You can read how community karma is earned on our How karma works page.

30.3 Redemption

Karma may be redeemed against subscription items in our catalogue. The catalogue of items and the karma required to redeem them may change with at least 90 days' notice. Any tax (such as VAT or its equivalent) on an item you redeem is payable by you at checkout.

30.4 Expiry

Karma expires after 12 months of account inactivity. We will give you at least 60 days' advance notice before any balance expires, so that you have the opportunity to redeem it.

30.5 Eligibility

Acceptance of karma is conditional on you being permitted to accept the benefit under any professional regulator, employer, or other third-party rules that apply to you. Whether those rules apply, and what they require, depends on your own circumstances and varies by profession and jurisdiction. We do not advise on this; please check your own position and consult your professional body or regulator if you are unsure.

30.6 Anti-abuse

We may pause grants, reverse grants, or close accounts where we determine in good faith that the Karma Programme is being manipulated. Examples of prohibited manipulation are set out in our Acceptable Use Policy.

30.7 Discontinuation

We may discontinue the Karma Programme with at least 90 days' notice. During the notice period, karma already in your balance remains redeemable in the ordinary way, and any balance still held when the programme ends is honoured or refunded rather than cancelled.

31. AI Chat Assistant

This section governs your use of the AI chat assistant, an in-product assistant that answers questions about your account (such as the status of your will, the value of your tracked portfolio, and news about the public markets) and about how the Service works.

31.1 What the Assistant Does

The assistant answers a limited set of questions using the data already held in your account and publicly available market information. For example, it can tell you whether your will is complete, summarise the current value of your tracked portfolio, and surface recent news for a public ticker you hold. Where you ask something the assistant does not support, it will say so and, where relevant, point you towards a qualified professional rather than attempt a partial answer.

31.2 How Your Data Is Processed

When you ask the assistant about your will, your portfolio, or how the Service works, your account data is processed on our own self-hosted AI infrastructure to generate the answer. It is not sent to any third-party AI provider for that purpose. The only information that leaves us is a public ticker symbol (such as AAPL), which is sent to our market-data provider when you ask for market news about a holding. We never send your holdings, balances, will contents, or other personal data outside our infrastructure to answer your questions. For a fuller explanation of how your data is processed, see our Privacy Policy.

31.3 Information, Not Advice

Where you ask a question that calls for professional advice, the assistant will decline to advise and may direct you to a relevant professional through our marketplace. You remain responsible for deciding whether and how to act on any information the assistant provides.

31.4 Accuracy and Limitations

Section 5 (AI Outputs and Your Responsibility) applies to every answer the assistant gives: an answer can be inaccurate, incomplete or out of date, and you should check anything important before relying on it. In addition, the assistant draws on the data you have entered and on third-party market data that may be delayed or incomplete (see Section 25.2). News items are presented with a link to the original source; you should read the source rather than rely on the summary alone.

31.5 Liability

Section 10.3 applies to the assistant and is the only limit on our total liability to you; this Section 31.5 sets no separate cap. Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015, or for anything else listed in the first paragraph of Section 10.3, and nothing in this Section 31.5 affects your statutory rights (see Section 10.4).

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both you and we knew it might happen. The assistant is an informational tool and is not a substitute for advice from a qualified legal, tax, or financial professional, so a loss, damage, tax, penalty, or other consequence that follows from your acting on what it tells you rather than taking such advice is not a foreseeable result of our providing it.

32. Organ Donation Preferences

This section governs the organ donation feature, which lets you record your wishes about organ and tissue donation and, if you choose, share them with the people who may need them. The information you enter reflects your wishes; it is not advice from us, and we do not assess, verify, or act on the medical content of what you record.

32.1 What the Feature Does

You can record whether you wish to donate, which organs or tissue you are willing to donate, and any related preferences, and you can update or delete that record at any time from your account. The feature is a place to set out and store your wishes so they are available to you and to anyone you decide to share them with. It does not register your decision with any official organ donor register or health authority.

32.2 Sharing Your Preferences

Because organ donation decisions may need to be acted on quickly, the feature lets you share your recorded preferences directly with family members, next of kin, or a medical professional. Sharing only happens when you actively choose it: you enter the recipient's email address and initiate the share, and we send that recipient a secure link to a read-only summary of your wishes. Nothing is shared without that deliberate action by you.

• What recipients see: a plain-language summary of your preferences, not your raw account data. Recipients do not gain access to your account.
• Expiry: a share link expires after the period you set (or remains active indefinitely if you choose no expiry). An expired link stops working.
• Revocation: you can revoke any share at any time, which immediately stops the link from working. You can also see the active shares you have created and whether each recipient has viewed them.
• Fair use: to prevent misuse of the email invitation system, the number of shares you can create in a day is limited.

You are responsible for the email addresses you enter and for deciding who should receive your preferences. How your organ donation data is handled when you share it, including that it is special-category health-related data shared on the basis of your explicit consent, is described in our Privacy Policy.

32.3 Not a Substitute for Official Registration or Medical Advice

32.4 Accuracy and Your Responsibility

We store and display the preferences you enter as you entered them; we do not check whether they are accurate, complete, or suitable for your circumstances. It is your responsibility to keep your recorded wishes up to date and to make sure the people who may need them are aware of them.

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015 (reasonable care and skill, and information about the trader or service to be binding) or any other statutory consumer protection that cannot lawfully be excluded or restricted; or (d) any other liability that cannot be limited or excluded under English law. The limitations below apply only to the extent permitted by law.

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill in storing and displaying what you record, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both you and we knew it might happen. Whether the people you name read the preferences you store here, and whether they act on them, is outside our control, so a loss, harm, or other consequence that follows from their sharing, not sharing, acting, or not acting is not a foreseeable result of our providing the feature.

33. Will Location Registry

This section governs the Will Location Registry, an optional service that lets you record where the signed original of your will is kept and choose the people who should be told. It works with any will, whether you made it on TheWILL.ai, with a solicitor, or yourself. Using the registry does not change, replace, or validate your will; it is a way to make sure the original can be found when it is needed.

33.1 What the Registry Records

33.2 Registry Basic (Free)

With Registry Basic, the people you designate are told the location of your will at the time you designate them. There is no sealing and no claim process: it is a simple way to make sure the right people know where to look. You can update the location or your list of designated parties at any time, and affected parties are re-notified of a change.

33.3 Registry Secure (Paid)

With Registry Secure, the location is kept sealed and is not disclosed to anyone, not even your designated parties, while you are alive. Your designated parties are told only that they have been named. The location is revealed only after a claim has been verified and approved. Registry Secure involves a one-time registration fee and a small annual maintenance fee, as set out on our pricing page; the fees, waivers, and any platform-will discount applicable to your plan are shown to you before you pay. A claim, its verification, and the eventual disclosure are always free to the people who make them: disclosure is never withheld for payment.

Before a sealed location is disclosed, a claim must pass the following checks:

• Proof of death: the claimant must provide an official death certificate or equivalent record acceptable for the relevant jurisdiction. We gate disclosure on proof of death, not on a grant of probate.
• Claimant identity: the claimant must verify their own identity with an identity document, and provide a short verification video, so we can check the claim against the people you designated.
• Staff review: our team reviews the evidence. We never approve or reject a claim automatically; a person makes the decision.
• Cooling-off period with your veto: when a claim is filed, we email you (the testator) immediately with a one-click link to stop it, and we tell all of your other designated parties that a claim has been opened. Disclosure cannot complete until a cooling-off window has passed without your veto.

Where a claim is approved, the platform records the account as belonging to a deceased person, which freezes the account and may activate other posthumous features you have set up (such as releasing recorded wishes or executor access). If a claim is later found to have been approved in error, we provide a reversal process that re-seals the location, restores the account, and notifies everyone involved.

33.4 Designated Parties and Custodians

You are responsible for the email addresses and details you enter for designated parties and for any custodian, and for keeping them up to date. A designated party or custodian may be someone who does not have a TheWILL.ai account; they receive notifications through secure links and are not given access to your account. Where the will is held by a third party such as a solicitor, bank, or storage company, you may record them as a custodian. A verified custodian can see the registrations that name them (the testator's name, the registration status, and when it was last confirmed), but on Registry Secure a custodian is never shown the sealed location text. Only you can change the location of your own registration.

33.5 Annual Confirmation and Accuracy

Registry Secure registrations receive a yearly prompt asking you to confirm that your will is still kept where you told us. We store and display the information you enter as you entered it; we do not independently verify that a will exists at the recorded location or that it remains valid. It is your responsibility to keep the record accurate.

Nothing in these Terms limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015 (reasonable care and skill, and information about the trader or service to be binding) or any other statutory consumer protection that cannot lawfully be excluded or restricted; or (d) any other liability that cannot be limited or excluded under English law. The limitations below apply only to the extent permitted by law.

Subject to the paragraph above, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill in storing and displaying the record, but we are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time you accepted these Terms, both you and we knew it might happen. We store the details as you entered them, so a loss or consequence arising from inaccurate, out-of-date, or incomplete information you record, including a will that cannot be found because the recorded details were not kept current, is not a foreseeable result of anything we have done.

33.6 Misuse and False Claims

Submitting false evidence to obtain the location of a will, including a forged or fraudulent death certificate or identity document, is a serious breach of these terms and may be a criminal offence. Conduct of this kind is dealt with under our Acceptable Use Policy, and may be reported to law enforcement. How we handle the personal data, identity documents, and death records involved in a registration or claim is described in our Privacy Policy.

33.7 A Registration Recorded for You by a Professional

A legal professional who already holds a signed engagement letter from you may record, on the Registry, where the will they hold for you is kept, and ask us to pass that record to you. They are usually the only party who knows exactly where it is. We then email you an invitation. Nothing happens to the record until you answer it, and the invitation is valid for 30 days from the day it was last sent to you. We tell you in that email which firm gave us your details, and how the information about you is handled is set out in our Privacy Policy.

What a firm may and may not do. A firm may start one registration at a time, for a client it holds a signed engagement letter for, and only where it has an email address to send the invitation to. It cannot start registrations in bulk, and it never becomes the owner of one. If you want the firm to keep access after you have taken the record on, you name it as a custodian yourself, under section 33.4, which is a separate choice you make and can withdraw.

Declining, and doing nothing. You are never obliged to accept. If you decline, the registration is closed, the location the firm recorded is not kept, and the firm is told that you declined. If you do nothing, the invitation expires, the link stops working and we erase the record the firm created, including the location they recorded; the firm can ask us to send a new one before then, which starts a fresh 30 days and cancels the old link. You do not have to do anything to bring that about. You can also ask us to erase the record sooner, whether or not you have answered, by contacting our Data Protection Officer through our contact form, and you do not need to give a reason.

Recording where a will is kept is a record-keeping service. It is not a legal service, it does not make a will valid, and it does not change anything about the will itself or the professional relationship you have with the firm. If you are unsure what accepting means for you, speak to a professional adviser.

34. Trust Records

This section governs the optional Trust Records feature, which lets you record details of a lifetime (inter vivos) trust you already have, for example its governing jurisdiction, the type of trust, what it holds, and your own notes. Recording a trust is for your reference only.

34.1 Record-Keeping, Not Legal Drafting

34.2 Accuracy and Privacy

We do not independently verify the trusts you record. It is your responsibility to keep the details accurate and current. A trust you record is private to your account and is not shared with the legal professionals you may otherwise work with through the platform unless you choose to share it. How we handle the personal data involved in a trust record is described in our Privacy Policy.

35. Professional-Authored Templates

This section applies if you are a verified legal professional who authors will templates through the platform for your own clients, and where you ask us to promote one of your templates to our platform-wide catalogue so that it can be offered to other users.

35.1 Your Authorship Warranty

35.2 Mechanical Validation, Not Legal Review

We validate templates mechanically only, for example checking the document structure, that placeholders render, and that no unresolved fields leak into the output. We do not review your template for legal correctness, suitability, or compliance, and our validation is not legal advice. Whether a template is valid or suitable for a given person is a matter for a qualified professional in the relevant jurisdiction.

35.3 Private Use and Promotion

A template you author is private to your own clients unless and until you request its promotion and we approve it. Promotion is never automatic: it requires our explicit approval, and we may decline a promotion request at our discretion. If we approve, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, and make the template available for platform-wide will generation for as long as it remains in the catalogue. You are recorded as the author of a promoted template.

35.4 Withdrawal and Accuracy

You are responsible for keeping your template content accurate and current. How we handle the personal data involved in template authoring and promotion is described in our Privacy Policy.

36. Wills Drafted for You by a Professional

This section applies where a legal professional uses the platform to draft a will for you as their client, rather than you drafting it yourself. It sits alongside the rest of these Terms and does not replace the separate agreement you have with that professional. We are a technology platform, not a law firm: the professional you instruct is independently qualified, insured and regulated, and the legal content of your will is their professional responsibility, not ours.

36.1 Invitation and Linking Your Account

Your professional can begin a draft before you hold an account with us. When it is ready for you, we send you an invitation by email. Accepting it links the client record your professional holds to your own account. We match the invitation to the email address it was sent to, so that a will drafted for you cannot be claimed by anyone else. You are never obliged to accept: if you do not, the draft stays with your professional and never appears on your account.

36.2 The Will Becomes Yours on Acceptance

36.3 Reviewing, Accepting and Requesting Changes

A drafted will waiting for you is shown as awaiting your review. You can read it in full, accept it, or ask your professional to make changes and give your reasons. Requesting changes returns the will to your professional and opens a recorded window in which they may edit it again; when they confirm the changes are made, the will comes back to you for review. You may go round this loop as many times as you need, and nothing is treated as settled until you accept.

36.4 Changes After You Have Accepted

Once the will is yours, your professional cannot silently edit it. Any change they think is needed is put to you as a proposal that you can accept or decline, and it takes effect only if you accept it. This is a control over who may change your document; it is not a substitute for your own judgement about whether a change is right for you.

36.5 Record of Changes

We keep a record of who changed what and when (you, your professional, or the platform acting on a state change), and we show each of you the other side’s activity on the will. The record exists so that both of you can see how the document reached its current state; we do not use it to assess the quality or correctness of anyone’s work.

36.6 What This Does Not Change

Accepting a drafted will through the platform does not make it legally effective. As with any will, it becomes effective only when it is signed and witnessed correctly for your jurisdiction, and those execution formalities remain your responsibility. Whether the will is suitable for your circumstances is a matter for you and your professional. How we handle the personal data involved in a professional-drafted will is described in our Privacy Policy.

Whether your professional prepared your will in our interface or created it from their own practice systems through our API makes no difference to your rights under this section. You review it, accept it or ask for changes in the same way, and the professional remains responsible for the advice they give you.

37. Independent Second Opinions

This section applies where a legal professional has prepared or advised on your will through the platform, and you then ask a different professional at a different firm for their own written opinion on it. It sits alongside Section 36 and does not replace either professional’s separate agreement with you.

37.1 What an Independent Second Opinion Is

A second opinion is advisory. The second professional reads a fixed version of your will, together with the instructions and circumstances you gave, and gives you their own written view on it. They do not take over your will, edit it, or become your acting professional. Their opinion is their own; it is not a mark, score, or pass or fail, and neither we nor they confirm your will to be correct.

37.2 Who Remains Responsible for Your Will

A difference of view between two professionals is not, by itself, evidence that either of them has done anything wrong. Professionals can and often do take different but equally valid approaches to the same instructions. Your first professional becomes responsible for a change only once you instruct them to make it and they agree to do so.

37.3 Both Professionals Are Independent of Us

Each professional is independently qualified, insured and regulated, and each is retained by you separately. We do not employ them, supervise their advice, or stand behind it. We do not check, endorse, or settle differences between them, and we do not decide which of them is right. Nothing in a second opinion is legal advice from us.

The second professional must be genuinely independent of the first. They cannot give you a second opinion on a will if they, or their firm, already acted on it.

37.4 What You Pay, and When

You alone pay for the second opinion, at the fixed price shown before you buy. The first professional never funds an opinion on their own work, because that would undermine the second professional’s independence.

37.5 One Included Re-Check, Then the Engagement Ends

If you pass points from the opinion to your first professional and they produce a new version of the will in response, the second professional will look again at that new version, once, and only at the points you passed on. That re-check is included in the price. After it, the second professional’s engagement ends. They have no continuing duty to monitor your will, to advise you again, or to respond to further developments, and they will not be drawn into settling a disagreement between you and your first professional.

37.6 Your Report, and Who Sees It

The report belongs to you. When you ask for a second opinion, you choose whether to tell your first professional about it or to keep it to yourself for the time being; neither option is chosen for you.

You should know that acting on a point in the report means disclosing it. Passing any point to your first professional tells them that you obtained a second opinion. You can pass on individual points rather than the whole report. We tell the second professional which of the two choices applies, because it affects their own professional obligations.

Where your will is linked to a partner’s as a mirror pair, what the second professional may see of your partner’s will depends on the consent each of you has given for the two wills to be compared. If your partner has not given that consent, the opinion covers your will alone and says so on its face. How we handle the personal data involved is described in our Privacy Policy.

37.7 Cancelling

Because you buy a second opinion online, you have the statutory cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, on the same terms as any other professional engagement made through the platform. If you ask the second professional to begin within that window, you give express consent for them to do so, and a proportionate amount may be deducted from any refund to reflect work already done. This works in the same way as Section 7.10, which sets out cancellation of professional engagements in full.

37.8 What This Does Not Change

A second opinion does not make your will legally effective; as with any will, that depends on it being signed and witnessed correctly for your jurisdiction. It does not oblige your first professional to agree with it, and it does not oblige you to act on it. If you are unhappy with either professional, your existing routes remain open to you: raising it with them, using their complaints procedure, escalating to the relevant external body, or asking us about a refund.

38. Documents Held in an Organisation

If you belong to an organisation on the platform, such as a firm or a charity, that organisation has its own document space alongside your personal vault. This section explains who controls the documents in it, what happens when a member leaves, and what happens when an organisation is closed. It applies in addition to Section 29, which covers documents you upload generally.

38.1 Where a document is filed

When you file a document while you are acting for an organisation, it goes into the organisation's space rather than your personal vault. Documents do not move between spaces afterwards. Your personal vault stays separate and remains yours: it is not part of the organisation's space and the organisation does not gain access to it because you joined.

38.2 Who controls an organisation's documents

Documents in an organisation's space are the organisation's records, and the organisation controls them. Every account holding a profile in that organisation can read them, because the firm's documents are the firm's. Deleting a document to the bin, restoring it, and removing it permanently stay with the account that filed it, so a colleague who can read a document cannot destroy it.

Where a document relates to a client, the organisation remains responsible for its own professional, regulatory and confidentiality obligations towards that client. We provide the space and the controls described here; we do not supervise how your organisation uses them.

38.3 Access granted to other people

An owner or administrator of the organisation may grant someone outside that membership access to the space, either to everything in it or only to named matters, and at one of three levels: reading only, reading and filing, or reading, filing and granting access to others. A grant limited to named matters with no matters selected gives access to nothing. Withdrawing a grant is recorded rather than erased, so the organisation keeps a history of who had access and when.

38.4 When a member leaves

Documents a member filed into the organisation's space stay with the organisation when that member leaves. Leaving ends the route into the space that membership gave them, and their personal vault is unaffected and stays with them.

An access grant made to someone individually is held against their account rather than their membership, so it continues until the organisation withdraws it. If you are an owner or administrator, review the grants on your space when someone leaves and withdraw any that should end with their departure.

If a member closes their own account, the documents in their personal vault are removed; the organisation's space, and the documents any other member filed into it, are not affected.

38.5 When an organisation is closed

Only the owner of an organisation can close it. An organisation's space cannot be removed while documents are still filed in it, so the documents have to be dealt with first. We do not delete an organisation's documents for you and we do not produce an export of them automatically when an organisation closes, so please download anything you need to keep before you ask us to close it. Closing an organisation does not touch the personal vault of any member.

Where a document is subject to a legal hold, or where the organisation is required to keep it, the retention position in Section 29.6 applies to it in the same way.

38.6 Documents sent in by email

An organisation's space can have its own inbound email address. It is switched off until an owner or administrator turns it on, and they choose who may send to it: a list of senders they name, or anyone. Mail from a sender the setting does not allow is rejected and its contents are not stored, and the rate limits described in Section 29.9 apply. Anything that does arrive is filed into the organisation's space, which means everyone who can read that space can read it, so please do not send personal material to an organisation's address. The personalised address issued to you delivers to your own vault and never to an organisation's space.

39. Professionals Based Outside the United Kingdom

Some of the professionals on the platform are based outside the United Kingdom. This happens most often when the will you need is for another country, or when it has to be written in a language we cannot produce, and we match you with someone qualified where the will takes effect. This section explains what that means for your information and for what you pay.

39.1 Telling you where a professional is based

Before you share anything with a professional based outside the United Kingdom, we tell you which country they are in. Where that country is not one the United Kingdom has recognised as offering equivalent data protection, we say so and we ask for your agreement before your information is sent. We record that agreement, including the country it named and the date you gave it. You can decline, and you can withdraw your agreement later, although we cannot recall information already sent. Section 9 of our Privacy Policy sets out how we handle transfers of this kind.

If you decline, we do not send your information to that professional. You are free to choose a different professional, or to carry on using the platform without engaging one.

39.2 Who you are contracting with

The professional you engage is independent of us. Your agreement for their work is with them, under the rules of the country they practise in and the regulator they answer to. We introduce you, we hold your documents and we handle the billing described below; we do not provide the legal service and we do not supervise how they carry it out. Section 36 applies to a will a professional drafts for you in the same way, wherever they are based.

39.3 What you pay

The professional sets and invoices their own fee, and you pay them through the platform. What we charge depends on the fee model for the professional's market, as described in Section 4.1A, and a professional in another country is treated exactly as one in your own. Where that market uses a revenue share, our commission is taken from the professional's fee at the same rate as for any other client we introduce, and it is not added on top of what the professional quotes you. Where that market has a booking fee, booking a consultation carries the booking fee described in Section 4.1A, shown with the professional's price before you confirm. Being matched with a professional in another country adds no charge beyond these. Where a professional brings you to the platform themselves rather than being introduced to you by us, we take no commission on their fee at all.

40. Missing Will Enquiries

This section governs the enquiry channel, which lets someone searching for the will of a person who has died ask whether we hold anything that helps. It sits alongside the Will Location Registry in section 33: section 33 governs what a testator registers, and this section governs what an enquirer may ask and what we will and will not say back.

40.1 Who May Enquire, and on What Terms

Anyone may raise an enquiry, including a bereaved family member with no professional adviser. Before you may submit one you must declare that you have a genuine interest in locating the will of the person named, and you must accept the Acceptable Use Policy as it applies to enquiries. Neither declaration is pre-selected for you. Making a false declaration is a breach of these Terms and of that policy, and it may also be an offence.

An enquiry is a request, not an entitlement. We may decline any enquiry, and we may decline to say why, where saying why would itself reveal something we are not permitted to disclose.

40.2 What We Will and Will Not Confirm

We word every outcome so that a reply carries no information you did not already supply. You should not draw any inference from the wording, the timing or the length of a reply, and you must not represent a reply to anyone else as proof of what does or does not exist. If you need certainty about whether a will exists, that is a matter for the probate process and for a professional adviser, not for this channel.

40.3 When Something Is Released

We release information only when the person it concerns has chosen to be findable in that way, or has separately consented, and when the evidence you have provided is sufficient for what is being released. The evidence we ask for is proportionate to the disclosure: more is required to obtain a location than to have a message passed on. Where the will is held by a professional rather than by us, the decision to disclose is theirs under their own regulatory duty, and we pass your enquiry on rather than answering it.

Where the person named appears to be alive, we will not disclose anything about them, we will not confirm that they are alive, and we may report the enquiry. Using this channel to locate, pressure or gather information about a living person is prohibited under the Acceptable Use Policy and may be treated as an attempt at coercion or financial abuse.

40.4 Volume, Automation and Enumeration

Enquiries are for individually identified people you are genuinely trying to trace. You must not submit enquiries in bulk, in sequences, or by automated means in order to work out who is or is not on the platform. That is enumeration, it is prohibited by the Acceptable Use Policy, and it is treated as an attack on the people whose records we hold rather than as heavy usage. We apply rate limits, we log enquiry activity, and we may suspend an account, a firm or an address that shows this pattern without notice.

Where an enquiry is routed to legal professionals so that one of them can tell you whether they wrote the will, only the details needed to answer that question are shared, and only with professionals who have opted in to receive enquiries for that area. Those professionals are independent of us, and section 39 applies to any engagement that follows.

40.5 If You Are the Person Enquired About

If you have a record with us, you control whether it can be found through this channel and you can change that choice at any time on your registry settings. Where an enquiry matches you and we have to tell you about it, we do so without revealing who asked in a way that would put you at risk, and you can stop any further matching from the message we send. Turning findability off does not delete your registration and does not affect what a person you have named can obtain after your death under section 33.

Nothing in this section is legal advice. If you are unsure whether to answer an enquiry, or what a reply obliges you to do, consult a qualified professional.

41. Printed Material Sent by Post

This section governs printed material we may send you by post, and the delivery address you give us so that we can. It covers what we may send, where we will send it, and how you stop it.

41.1 Your Delivery Address

A delivery address is optional. Nothing on the service requires one, and nothing works less well without one. It is a separate record from the address held on your will or in your profile: we may offer one of those as a starting point when you first add a delivery address, but nothing is stored until you confirm it, and later changing an address elsewhere on the service never changes where we would post anything. You may correct or remove your delivery address at any time.

41.2 Where We Post

You may give us a delivery address wherever you live, and you may consent to postal material wherever you live. We currently post only within the United Kingdom, and we are not promising delivery anywhere else. Where we cannot post to you we will tell you rather than hold the request open indefinitely.

41.3 Consent, and How to Withdraw It

We send postal marketing only where you have asked for it. The choice is never pre-selected, consenting to post is separate from consenting to email, and you can withdraw either at any time from your email preferences without affecting the other. Withdrawing consent stops future postal marketing; it does not stop correspondence we must send you about your account or a purchase.

We do not share your delivery address with a printer, a mailing house or any other third party. If that were ever to change we would ask you first and record a fresh consent before your address left our systems.

42. Marketing Email Sequences

Some of our marketing email is sent as a sequence rather than as a single message: a short run of emails about one subject, such as a feature you have not tried or a topic you asked to hear about, sent over a period of days or weeks. This section says what we promise about those sequences. It does not apply to email we must send you about your account, a purchase or your documents, which is covered by section 9 and is not marketing.

42.1 Sequences Are Consent-Based

We enrol you in a marketing sequence only where you have opted in to marketing email. The choice is never pre-selected and is never a condition of using the Service or of buying anything from us. Consenting to marketing email is a single consent covering both one-off messages and sequences; we do not treat enrolment in a sequence as a separate permission we can assume, and we will not start sending you one on the strength of a purchase alone.

42.2 You Can Stop a Sequence at Any Time

Every email in a sequence carries a working unsubscribe link, and your email preferences in your account offer the same control. Unsubscribing stops the sequence immediately and stops any other marketing sequence you are enrolled in, not merely the message you were reading. You do not have to give a reason, sign in, or complete any step beyond following the link, and stopping marketing email never affects your access to the Service or to anything you have paid for. If you later opt back in, we start from the beginning rather than resuming where you left off.

42.3 How We Decide What to Send Next

We measure whether the emails we send you are delivered, opened and clicked, and where you are in a sequence we use that to decide whether the next email in it is worth sending. We also cap how much marketing email you can receive from us in a given period. Nothing in a sequence changes your rights, your pricing or the terms of anything you have bought, and we do not use engagement with marketing email to decide anything about your account. Our privacy policy explains what we collect from those measurements, the lawful basis for it and how long we keep it.

42.4 The Rules We Hold Ourselves To

Marketing email in the United Kingdom is governed by regulation 22 of the Privacy and Electronic Communications Regulations, read with the UK GDPR. Regulation 22 allows an existing customer to be emailed about similar products without a fresh opt-in, often called the soft opt-in. We do not rely on that relaxation for sequences: we send them only on the consent you gave us, to the UK GDPR standard of a freely given, specific and unambiguous choice, and buying something from us is never treated as that choice. Regulation 23 requires that marketing email identify who sent it and carry a working address for refusing further messages, so every email in a sequence names us as the sender and carries the working unsubscribe link described in section 42.2.

42.5 Law Updates, Story Emails and Life-Event Prompts

Law and regulation updates are a topic you choose under your marketing email consent, for the jurisdictions you pick. Each update is drafted by our own AI from an official public source, using no personal data, and a member of our staff approves it before it is sent or published. An update is general information about what changed. It is not legal advice and it does not tell you what to do in your own circumstances. Section 5 applies to it as AI output, even after staff approval.

Story emails and life-event prompts are marketing email under this section. We send a life-event prompt once when you tell us about a life event in your profile, and never again for the same event. We choose these emails from the profile options you selected, your jurisdiction and whether you have a will or power of attorney with us, never from the contents of your documents.

43. Archive Digitisation for Firms

A law firm or will writer can ask us to digitise its physical client files into its own vault space on the Service: closed matter files, deed packets, attendance notes, capacity assessments and the other paper a practice accumulates. This section applies only to that service, and only to the firm that buys it. It does not apply to documents you upload to your own account, which are covered by section 29, and it does not change anything about a consumer account.

This is the one part of the Service where the firm, not us, is the controller of the personal data involved. The paper belongs to the firm's clients and their relatives, most of whom have no account with us and have never heard of us. We act as the firm's processor and only on its instructions. The full Article 28 terms that govern that relationship are published at our archive digitisation processor terms, and they form part of these Terms for any firm that buys the service.

43.1 What the Firm Confirms to Us

Before we process a consignment, the firm confirms that it has authority over the files it is sending and is entitled to have them processed by a third party; that it has a lawful basis for the processing and, where the files contain special category data such as medical evidence of testamentary capacity, an Article 9 condition for it; that its own privacy information covers the use of a digitisation processor and that it has considered whether notice to the people concerned is required or exempt; and that it has met its own professional conduct, confidentiality and file-retention obligations, including anything its regulator requires about outsourcing. We are not the firm's adviser on any of those questions, and we do not decide how long a firm should keep a matter file.

43.2 What We Do

We ingest what the firm supplies, classify it, extract structured records from it, and file the result into the firm's own vault space with an audit trail recording what arrived, what was produced from it and who accepted it. Content is read by our own models running on our own servers. It is never sent to an external AI provider in this lane, and no external-provider option is offered for it, because the firm's clients are not present to agree to one.

43.3 What We Do Not Do

Two limits are stated here rather than left to the scoping conversation, because a firm relying on either of them the other way round would be relying on something we do not offer:

• We never take custody of original documents. Paper stays with the firm or with the firm's own storage provider. Where a scanning bureau is used it is engaged under the firm's own chain of custody arrangements, it acts as our sub-processor for the data protection purposes described in the processor terms, and the originals go back to the firm.
• We never attest that a scanned record is a true copy of an original. A scan we produce is an image of what was supplied to us. Certifying a true copy is an act of the firm or of another authorised person, and a processor cannot do it.

We also do not make retention, destruction or disclosure decisions about a firm's records. We carry out the firm's instruction and record who gave it.

43.4 The Sign-Off Model

Everything our classification produces is a proposal until a named person at the firm signs it off. A consignment moves through ingest, automated classification, the firm's own review queue, and then sign-off by someone the firm has authorised. We record who signed off, when, and against which sample. Nothing is treated as the firm's accepted record before that sign-off exists, and the firm remains responsible for the accuracy of what it accepts.

43.5 Ending the Service

The records stay in the firm's vault space and remain the firm's. On termination the firm chooses whether we return or delete the personal data we hold as its processor, and we act on that choice; where we are required by law to keep something, we say what and for how long. The processor terms linked above set out the deletion and return mechanics, the sub-processor list, international transfers and the firm's audit rights in full.

44. Mobile App Features

44.1 Video Transcription and AI Credits

Transcripts and captions for your video messages are an AI feature and use AI credits. They are charged for each started minute of video, and only after a transcript has been produced successfully. If transcription fails, no credits are taken. A transcript is produced automatically from speech and may contain mistakes; it is AI output under Section 5 and does not replace the video it was made from.

44.2 Emergency Wallet Pass

The emergency pass you can add to Apple Wallet or Google Wallet is for information only. It is not a medical document or a legal document. It does not record your treatment wishes, and it does not make an advance decision or a power of attorney valid or show that one is valid. It only shows whether you have told us that one is on file. It may be out of date if you change your details and your wallet has not yet updated the pass, and anyone who relies on it should confirm the position with the people and documents it points to.

45. Belongings Map

45.1 A record only

The Belongings Map lets you record where your belongings, keys and original documents are kept and how the people you choose can reach them. It is a written record and nothing more. We do not take custody of, collect, store, insure, value or verify any physical item, and we do not check that an item is where you say it is or that the directions you give are accurate or safe to follow. Responsibility for the items themselves, and for keeping each entry up to date, stays with you.

45.2 Who sees an entry, and when

For each entry you choose the people who may see it and when: straight away, once incapacity has been verified, or after a death has been verified. Where you have accepted executors, they may also see your entries after a verified death. We release an entry only when the event you chose has been verified through the Service; we do not release anything on the strength of a report that has not yet been verified. Once an entry has been released, we cannot control what a recipient does with the information in it.

45.3 Never record secrets

Do not record PINs, safe combinations, alarm codes or passwords in the Belongings Map. Record where something is and who can help, not the secret that opens it. We may show a warning when an entry looks like it contains one, but the warning is not a check and we do not remove anything you choose to save.

How we store and protect these entries is set out in our Privacy Policy.