Refund and Cancellation

1. Purpose and status of this policy

1.1This policy explains when a payment may be cancelled, refunded or reversed in connection with a Plan or proposed Engagement. It forms part of our Terms and Conditions and should be read with the applicable Service Schedule, invoice and Engagement Letter.

1.2We publish these terms so that the refund position is clear before payment. This policy is contractual and does not state that advocate services are governed by every consumer or e-commerce remedy that may apply to ordinary commercial services.

1.3If an Engagement Letter contains a matter-specific refund provision, that provision prevails to the extent of any inconsistency, provided it is lawful and was disclosed before the relevant payment.

2. Definitions

3. Payment before an Engagement is accepted

3.1Payment, submission of a form or scheduling of a consultation does not by itself create an advocate-client relationship. An Engagement begins only after Engagement Confirmation.

3.2If we cannot accept the proposed Engagement after receiving payment, we will refund the full amount collected from you. This includes a refusal caused by a conflict, lack of capacity, the matter falling outside our permitted or competent scope, or professional obligations preventing acceptance.

3.3We aim to communicate acceptance or refusal promptly after receiving all information needed for onboarding. Any stated onboarding period is a service target and may be extended where additional conflict information or documents are required.

3.4We may be unable to disclose detailed reasons for a refusal where doing so would reveal confidential information or conflict with a professional duty owed to another person.

4. Seven-day contractual cancellation window

4.1You may request cancellation within seven calendar days after payment.

4.2If no Work has Commenced and no Third-Party Costs have been irreversibly incurred, we will refund the full amount paid.

4.3If Work Commenced at your request during this period, the refund will be the amount paid less the reasonable value of work completed or substantially performed and any non-refundable Third-Party Costs.

4.4This seven-day period is a contractual facility offered under this policy. It should not be interpreted as a statement that a statutory cooling-off period necessarily applies to advocate services.

5. Cancellation after the seven-day period

5.1A partly used month is treated as an elapsed month for a monthly or annual time-based calculation.

5.2We do not impose a separate cancellation penalty. Deductions are limited to earned fees, properly allocable work and authorised Third-Party Costs.

6. How deductions and refunds are calculated

6.1We deduct only for work actually completed or substantially performed for you. The value is taken from the Engagement Letter, Service Schedule, approved quotation or applicable invoice. We do not use an undisclosed penalty rate.

6.2We provide an itemised calculation showing the payment received, work or period treated as earned, Third-Party Costs, and the resulting refund.

6.3A deduction under this policy will not exceed the payment under review. This does not waive a separately approved and lawfully due invoice for additional work outside that payment.

6.4Third-Party Costs are non-refundable only to the extent they have already been irreversibly paid or committed for your matter. We will provide supporting details or receipts where reasonably available.

6.5Termination because of inaccurate information, non-cooperation or an improper instruction does not automatically forfeit an unearned balance. Earned fees, authorised costs and any other lawful entitlement remain payable.

7. If we terminate or withdraw

7.1If we end a Plan or Engagement for a reason that is not attributable to you, we will refund the unearned balance and any complete unused months after deducting work already completed and non-refundable Third-Party Costs. No cancellation penalty applies.

7.2If we terminate because of non-payment, materially inaccurate information, loss of trust, unlawful or professionally improper instructions, or another sufficient cause, earned fees and incurred costs remain due, but any unearned balance will be refunded.

7.3Termination and refund do not override professional duties concerning withdrawal from a live proceeding, protection of deadlines, confidentiality or release of the client file. The relevant provisions of the Terms and Conditions and Engagement Letter continue to apply.

8. How to request and receive a refund

Step 1. Email [email protected] with the subject “Refund request”. Include your name, payment date, transaction reference, Plan or matter reference, and the cancellation date.

Step 2. We aim to acknowledge the request within three Working Days. We may ask for information needed to verify the payment or calculate completed work.

Step 3. We ordinarily communicate the decision and itemised calculation within seven Working Days after receiving complete information.

Step 4. Where a refund is approved, we ordinarily initiate it within five Working Days.

Step 5. After initiation, the payment provider, bank, or card issuer controls the settlement time. Refunds are generally credited within 5–10 business days from the date of initiation, subject to the policies of the payment provider, bank, or card issuer.

8.1Refunds are normally returned to the original payment method through the payment service provider. Where that method is unavailable, we may use another verified method permitted by law and the provider’s rules.

8.2We do not charge a refund-processing fee. A credit note or service credit is used only where you expressly agree to it.

9. Failed, pending and duplicate payments

9.1A failed or pending transaction may be automatically reversed by the payment provider or your bank. The reversal period varies by payment method and institution.

9.2If the amount is not reversed within the period communicated by your bank or payment provider, email [email protected] with the transaction reference and evidence of debit. We will check our records and assist with escalation.

9.3A verified duplicate payment is refunded in full. We ordinarily initiate the refund within five Working Days after confirming the duplication.

9.4While a genuine gateway failure is being verified, we will not treat the payment as deliberately withheld. We may pause confirmation of the Engagement until the transaction status is resolved.

10. Disputes, grievances and chargebacks

10.1Please contact us promptly if you dispute a refund calculation or payment status. Using the grievance process first can prevent duplicate refunds or inconsistent bank and gateway proceedings, but it does not remove any right or remedy available under applicable law.

10.2Tell us if you have initiated a chargeback or payment dispute so that we do not also issue a duplicate refund. We may provide the bank or payment provider with transaction records and the applicable contractual documents.

10.3Service, billing and refund grievances may be sent to the Grievance Officer:

10.4We aim to acknowledge a grievance within three Working Days and ordinarily resolve it within 30 days. Contractual disputes follow the dispute-resolution clause in the Terms and Conditions. A complaint concerning an advocate’s professional conduct may be made to the competent State Bar Council under the Advocates Act, 1961.

11. Changes to this policy

11.1We may update this policy by publishing a new version and effective date.

11.2A change does not retrospectively reduce a refund entitlement attached to a payment already made. The version disclosed when the relevant payment was made ordinarily governs that payment, subject to any later change required by law or expressly agreed in your favour.