Website Terms of Service

What’s in these terms?

These terms outline the rules for using our website, www.zenco.com (our site).

Who we are and how to contact us?

Zenco Legal Ltd (“We”)is registered in England and Wales under company number 08891385, registered address Zenco Legal, Creative Mill, 64 Mansfield Street, Leicester, LE1 3DL. We are a limited company. To contact us, please use the contact details on our site.

Use of the website

By accessing our website, you acknowledge that you accept these terms of use and agree to adhere to them. If you disagree with these terms, please refrain from using our site. We recommend that you save a copy of these terms for your records.

Additional terms

Privacy Policy: This outlines how we process any personal data we collect from you or that you provide. By using our site, you consent to this processing and confirm that the data you provide is accurate.

Cookie Policy: This details the use of cookies on our site.

Product Terms: These pertain specifically to any products purchased from us. You can find links to these terms at the top of this page.

Modifications to terms

We may update these terms occasionally. Please check this page regularly to review the most current terms that apply to you.

Changes to our site

We may alter our website to reflect changes in our products, user needs, and business priorities. We will attempt to provide reasonable notice for significant changes. Our site is available free of charge, but we do not guarantee uninterrupted access. We may limit or withdraw access to all or parts of our site for operational reasons and will try to inform you in advance. You are responsible for ensuring that anyone using your internet connection to access our site is aware of these terms and complies with them.

User responsibilities

Account Security

You are responsible for keeping your account information and password confidential. You agree to take responsibility for all activities conducted under your account. Please ensure your password is secure and notify us immediately if you suspect any unauthorised use. In such cases, we reserve the right to suspend access and/or change your password.

Usage of site material

You are granted a non-transferable, non-exclusive, and revocable license to use our website for personal, non-commercial purposes. You agree not to:

All intellectual property rights in our website and its content remain with us or our licensors. Access to our site does not transfer any rights or ownership to you or any third party.

Information disclaimer

The content provided on our site is for general informational purposes only and should not be relied upon as professional advice. Always seek expert advice before taking action based on the information provided. While we strive to keep the content updated, we do not guarantee its accuracy or completeness.

Links to other websites

Our website may contain links to third-party sites. These links are for your information only and do not imply our endorsement of those sites. We are not responsible for their content.

User-generated content

Our site may feature content uploaded by other users, which we have not verified or approved. The views expressed by users do not reflect our own. If you have concerns about user-uploaded content, please reach out to us.

Fees

All services and associated costs will be discussed and confirmed in writing. Quoted fees include VAT where applicable, but exclude third-party costs, such as those for document registration with the Office of Public Guardian or Land Registry.

Postage disclaimer

Zenco is not liable for any documents lost, stolen, or damaged during postage. We recommend using recorded or special delivery services to prevent such issues.

Our Responsibilities

Our Responsibility for Any Loss or Damage You Have Suffered

Whether you are a consumer or a business user:

We do not exclude or limit our liability to you in any way where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors, as well as for fraud or fraudulent misrepresentation.

Different limitations and exclusions of liability will apply depending on the products we are supplying to you. Links to the individual terms and conditions for each of our products can be found at the top of this page.

If You Are a Business User:

We exclude all implied conditions, warranties, representations, or other terms that may apply to our site or any content on it. We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

In particular, we will not be liable for:

If You Are a Consumer (Not a Business or Organisation):

Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

If defective digital content that we have supplied damages a device or digital content belonging to you, and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge, or for damage that was caused by you failing to correctly follow installation instructions or failing to have in place the minimum system requirements advised by us.

Uploading Content to Our Site

Whenever you make use of a feature that allows you to upload content to our site or to contact other users of our site, you must comply with the content standards in those terms.

You warrant that any such contribution complies with those standards, and you are liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

You retain all of your ownership rights in your content, but you are required to grant us a limited license to use, store, and copy that content.

We also have the right to disclose your identity to any third party who claims that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights or of their right to privacy.

We reserve the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in these terms.

You are solely responsible for securing and backing up your content.

We are not responsible for viruses, and you must not introduce them.

We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programs, and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs, or other malicious or technologically harmful material. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer, or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offense under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Rules About Linking to Our Site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval, or endorsement on our part where none exists.

You must not establish a link to our site from any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice. The website from which you are linking must comply in all respects with the content standards set out in these terms.

If you wish to link to or make any use of content on our site other than that set out above, please contact us using the contact details on our website.

Legal

Which Country’s Laws Apply to Any Disputes?

If you are a consumer, please note that these terms of use, their subject matter, and their formation are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter, and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Our Services

These terms and conditions will apply to any services which we provide to you. They will usually be supplemented by other communications confirming the specific services to be provided and any fees payable.

Our Company

Zenco Legal operates as a company registered in England & Wales with company number 08891385. Our registered address is Zenco Legal, Creative Mill, 64 Mansfield Street, Leicester, LE1 3DL.

Instructions

Where we are jointly instructed by you and another client to act in a matter (such as your spouse or partner), we will assume that either of you are authorised to give us instructions and that you are jointly and severally liable for any fees, unless either of you advise us otherwise. Unless informed of any change in writing, we will assume that this remains the case until our work is completed.

Where we take instructions on behalf of a Donor we take the word of the caller/ applicant to provide accurate and honest information. Zenco Legal cannot be held responsible for any false or dishonest information supplied.

Services

Online Only

Online Lasting Power of Attorney Service – Our Online Lasting Power of Attorney Service includes the preparation of the Lasting Powers of Attorney documents only, it does not include a checking service for the signed documents. We provide clear instructions for the signing and dating of the paperwork. If errors are made by the customer with either personal details, information inputted onto the documents, signing or dating which result in the Office of Public Guardian rejecting the application Zenco Legal cannot be held responsible for this or any charges that are a result of the errors made.

Assisted/ Telephone

Our Professionally Drafted Document Service – Our Professionally Drafted Document Service includes the preparation of the Lasting Powers of Attorney documents only, it does not include a checking service for the signed documents. We provide clear instructions for the signing and dating of the paperwork. If errors are made by the customer with either signing or dating which result in the Office of Public Guardian rejecting the application Zenco Legal cannot be held responsible for this or any charges that are a result of the errors made.

Our Check and Send Service – This service includes the preparation of the Lasting Powers of Attorney documents, as well as a checking service for the signed documents. We provide clear instructions for the signing and dating of the paperwork. Customers are responsible for ensuring personal details are correct on the documentation. If errors are made by the customer with information on the documents which result in the Office of Public Guardian rejecting the application Zenco Legal cannot be held responsible for this or any charges that are a result of the errors made. Rejection as a result of a signing or dating error will result in a refund of your service, unless the application was submitted against Zenco’s advice or knowledge.

Office of Public Guardian Registration Timeframes

The Office of the Public Guardian (OPG) are a Government body. The registration process of the Lasting Powers of Attorney must be completed by the OPG. Zenco Legal cannot control the timeframes of this process. We cannot offer a refund for complaints relating to the registration timeframe.

Approving the content of your Lasting Power of Attorney documents

Any details featuring on these documents must be approved by you within 30 days of the date on which you placed your order with Zenco. Once this date has passed, if there is no outstanding balance, we will send your documentation to you without approval and are not responsible for any errors there are as a consequence of this. We will of course complete minor amends to the documents after this point at no additional cost if required. If there is an outstanding balance on your account, Zenco will close your file and look to recover any debt due.

Use of Powers of Attorney Documents Abroad

Our Power of Attorney documents are legally binding in England and Wales only. If these documents are required to be used outside of England and Wales it is the customer’s responsibility to contact the relevant overseas authorities and seek proper legal advice in that jurisdiction.

We do not guarantee that Power of Attorney documents will be accepted by any foreign jurisdiction.

General Powers of Attorney Service

Where we take instructions on behalf of a Donor we take the word of the caller/ applicant to provide accurate and honest information. Zenco Legal cannot be held responsible for any false or dishonest information supplied.

A General Power of Attorney (GPA) is a legal document Pursuant to the Powers of Attorney Act 1971, (section 10) and is designed to be used only on an interim basis:
Whilst waiting for a legally binding Property & Financial Lasting Power of Attorney to be granted by the Office of the Public Guardian, or;

As a one-off property or financial transaction to be carried out in England or Wales.

A GPA cannot be used under any circumstances to make decisions about another person’s health or welfare.

Zenco Legal is not able to offer GPAs for use outside of England & Wales. This includes assets located outside of England and Wales where the asset holder is resident in England or Wales.

Additional services

We provide comprehensive guidance for when checking details before drafting the documents, as well as in depth instructions for signing, dating, and witnessing your documents. Zenco Legal cannot be held liable if these instructions or guidance is not followed correctly. We cannot proceed without receiving what is requested, and we are not responsible for pursuing its submission. Should errors occur during the signing process requiring replacement documents and/or amendments are subject to a £12 administration charge, per document.

Cancellation / Refund Policy

As a consumer you have legal rights in relation to your document(s) created using our services. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.

You have the right to cancel the service within 14 days without giving any reason. This cancellation period will expire 14 days after you make payment for your document.

Due to the personalised nature of our service you will, however, lose the right to cancel if the service is fully performed during this cancellation period.

If you cancel before the service is fully completed, we will refund the payment you made for the document(s), although we may make a reasonable deduction for any parts of the service that we provided before you cancelled, as detailed below.

Please note, that once payment is made for any Online Only services, the document(s) are drafted immediately and therefore no refund is due.

Changes to our Terms and Conditions

These terms and conditions may be revised from time to time and the revised terms and conditions will apply from the date you receive them. You are of course free to terminate the arrangement between us in writing within 14 days if you do not accept the revised terms and conditions.

To make a complaint, get in touch with us

To complain, email us at talk@zenco.com

We’ll let you know as soon as we receive your complaint and outline the next steps. Your complaint will be handled by a dedicated member of our team.

How we will contact you

We will communicate with you in English via email, phone, or post to your home address. If any of your contact details change, please inform us as soon as possible.

All our emails will come from individuals or their respective teams, followed by the domain @zenco.com. Please be cautious of any spam emails that claim to be from us; if you are uncertain, contact us using the details provided above.

The words we use in these terms

When we mention “document,” we refer to a document that you create while using our service, which is suitable for use as a will.

When we refer to “Regulations,” we mean the Consumer Protection (Distance Selling) Regulations 2000 and the Provision of Services Regulations 2009.

The terms “we,” “us,” and “our” denote Zenco Legal Ltd.

When we mention “you,” “your,” “I,” and “my,” we are referring to the individual who has purchased the service.

Who can purchase an Online Will

You must:

There are circumstances under which you may not be able to purchase a will from us, including, but not limited to: ownership of agricultural property, business assets, assets located outside the United Kingdom that necessitate specialised advice, or if you have complex situations or require specialised tax advice (including regarding inheritance tax).

By paying for your document, you agree to these terms and confirm that you have read and understood our privacy policy. Your order is accepted upon payment, at which point a contract is established between you and us. Unless we mutually agree otherwise, this contract will automatically terminate once we have provided the service to you. Our service is considered complete when (i) your document is available for download, or (ii) the free update period ends, whichever occurs later.

What is included

Our service includes document preparation. You will respond to a series of questions during the online process, and your answers will automatically generate the content of your document. It is crucial that you provide accurate and correct information, such as the identities of any involved parties (e.g., beneficiaries). You are responsible for verifying that the document accurately reflects your wishes.

If we offer free updates for the document, the duration for which you can request these updates at no charge will be provided to you at the time of payment.

Document Review

The document review is not comprehensive, does not constitute legal advice, and should not be relied upon as such. We are not responsible for identifying all errors or ensuring that the document meets your specific purposes.

You create your own individual document when using our service. If you are in a couple and your partner is preparing their own document with us, your document will be reviewed separately and not in conjunction with your partner’s document. If you need a couples will (also referred to as a mirror will) or if you are part of a couple and wish for your document to be reviewed alongside your partner’s document, please utilise our telephone service.

The document review will assess:

If the document review identifies that further information or input is needed from you (for example, in the case of an inconsistency or typographical error), we will either (i) bring this to your attention when the document is ready for download, or (ii) contact you directly to clarify or discuss the additional information or input required. You will then have the opportunity to amend the document further and resubmit it for review.

Additional Services

Occasionally, we may offer extra services (such as printed documents or a paid update service). The details and costs associated with these additional services will be communicated to you when you pay for your document or at other relevant points in the sales process. If we need to raise the price of additional services (for example, a paid update service), we will notify you in advance, and you will have the option to cancel if you do not accept the new price.

What is not included

Your responsibilities in ordering and using our service

If you require any of the services specified above in “What’s Not Included in an Online Will?” or have complex circumstances, our online wills service may not be suitable for you. We recommend contacting us to determine if you qualify for our telephone wills service. If you do not qualify for our telephone service, you should consult a solicitor or tax specialist. We are not liable or responsible if you choose to use our service when it is not appropriate for your needs.

You must provide us with accurate and truthful information about your identity and your estate. You agree not to mislead us or misrepresent yourself. When prompted for your telephone number(s), date of birth, valid email address(es), and/or valid residential address (which are necessary for completing your document), you must provide these details.

While using our service, you acknowledge that you are the sole individual providing information, and that information is yours.

It is your duty to follow the signing instructions provided to you and ensure that your document is signed in accordance with legal requirements. You should avoid making any handwritten changes to your will after it has been signed. If your document is not properly signed, it may be deemed invalid and unenforceable as a will, and written alterations might not hold. We will not be liable if you fail to sign your document, sign it incorrectly, make written changes, or neglect to follow the signing instructions.

Changes to your circumstances, legal requirements, tax regulations, or regulations may render your will outdated or obsolete, and we cannot guarantee that the document you create will remain current, complete, and accurate. It is not our responsibility to inform you of changes in law, taxation, or regulation, or their implications for your will. You are accountable for reviewing your will to ensure it is up to date, complete, and accurate; we will not assume this responsibility.

Our Website

We will strive to maintain uninterrupted availability of our website and services and to ensure error-free transmissions. However, given the nature of the internet, this cannot be assured. Your access may occasionally be suspended or restricted for updates and maintenance, and we will endeavour to minimise the frequency and duration of such interruptions.

We aim to update our website regularly and may alter its content at any time without prior notice. We do not guarantee that the information on our website will always be current, complete, or accurate.

We grant you a non-transferable, non-exclusive, revocable, limited license to access and use our website for personal, non-commercial purposes. In using our website, you agree not to:

Excluding any user-generated content (defined as any information and content you submit to or use with our website), you acknowledge that all intellectual property rights, including copyrights, patents, trademarks, and trade secrets, in our website and its content belong to us or our suppliers. Neither these terms nor your access to our website confer any rights, title, or interest in such intellectual property rights to you or any third party, and we reserve all rights not expressly granted in these terms and conditions. No implied licenses are provided under these terms.

Your account

You are responsible for maintaining the confidentiality of your Zenco Legal Ltd account and password, as well as restricting access to your computer. To the extent permitted by applicable law, you agree to accept responsibility for all activities that occur under your account or password. You should take necessary precautions to keep your password secure and confidential, and inform us immediately if you suspect that your password has been compromised or is being used in an unauthorised manner. In such cases, we reserve the right to withdraw or suspend access and/or change your password immediately.

Data protection and privacy

Our registration number with the Information Commissioner’s Office is ZA562130. We collect, store, and use your personal information to provide and manage your service. For details on how we handle this information, refer to our privacy notice, which can be found online at www.zenco.com/privacy-policy/. If you would like a printed copy of our privacy notice, please let us know.

You may provide information about other individuals when creating your document. You confirm that you have obtained their consent to share their details, including any sensitive information, with us and that they agree to us holding and processing their information. Data provided to us will be processed in accordance with our privacy policy.

Our liability

AS A REMINDER, WE PROVIDE GUIDANCE RATHER THAN LEGAL ADVICE, WE ARE NOT A LAW FIRM AND WE ARE NOT REGISTERED OR REGULATED BY THE SOLICITORS REGULATION AUTHORITY. WHILE SOME MEMBERS OF OUR TEAM ARE REGULATED, THERE IS NO LAWYER-CLIENT RELATIONSHIP BETWEEN US AND YOU.

No one other than you (including any beneficiary of a will) has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any portion of these terms and conditions. This does not affect any other rights or remedies that a third party may have under the law.

We are liable for any foreseeable loss or damage that we cause you due to our failure to comply with these terms—whether by breaching this contract or by not exercising reasonable care and skill. “Foreseeable” means it’s evident that it will occur, or if at the time we entered into the contract, both of us were aware it could happen.

We are not liable for any loss or damage that is not foreseeable, or for any loss or damage (whether direct or indirect) caused by circumstances beyond our reasonable control, or if an event was unavoidable despite our reasonable care and skill. Thus, you cannot claim against us if your losses were caused by factors that we could not or should not have reasonably anticipated.

This includes, but is not limited to:

We are not responsible for verifying, investigating, advising on, or checking:

We do not exclude or limit our liability to you in any manner where it would be unlawful to do so. This includes our liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

If we are found liable for any loss or damage resulting from a breach of these terms and conditions and/or negligence, such liability will be limited to an amount not exceeding £1,000 plus the amount you paid for the service, or if you used a valid voucher code, the amount you would have otherwise paid for the service, including any additional services, costs, and expenses.

Nothing in these conditions will affect your statutory rights as a consumer.

Price and payment for your will

The price for your document and any additional services will be communicated to you when you place your order. You may use a valid voucher code, if applicable.

Subject to the sections titled How You Can Cancel and How We Can Cancel, we do not offer refunds if you choose not to sign your document.

Voucher codes and promotions

We may provide voucher codes directly to customers (for example, to share with friends and family).

Voucher codes are non-transferable, non-refundable, cannot be resold, and cannot be exchanged for cash. They are subject to fair usage and may be governed by additional terms from the partner. A voucher code does not automatically grant you access to our service, as the use of our service is always subject to these terms. A valid voucher code must be redeemed by you before payment for the service. Only one voucher can be applied per transaction.

How you can cancel

As a consumer, you have legal rights concerning your document created through our online service. Guidance about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.

Typically, under the Regulations, you have the right to cancel any contract made online within the first 14 days of its formation.

Before you receive the document for download, you have the right to cancel the service without providing a reason.

However, due to the personalised nature of the document and the document review process, the right to cancel no longer applies once you have submitted the document for review.

If you cancel prior to receiving the document for download, we will refund the payment you made for the document as detailed below.

To cancel, please email us at talk@zenco.com.

Additional services

If you have the right to cancel additional services (for example, if they have not been carried out), please contact us. We will acknowledge receipt of your cancellation request as soon as possible.

How we can cancel

We reserve the right to withdraw or modify the service for a significant reason (any major issue that affects the service). Whenever possible, we will inform you of the reasons in advance.

We may cancel or suspend our service if we believe you have:

If we cancel your access to the service, we will refund any money you have paid to us.

There may also be instances where our service is delayed or cannot be provided due to events beyond our control. In such cases, we will strive to contact you as soon as possible to inform you and will take reasonable steps to minimise the impact of the delay.

To make a complaint, get in touch with us

We have a complaints policy available upon request.

To file a complaint, please email us at talk@zenco.com. We will confirm receipt of your complaint and outline the next steps. Your complaint will be managed by a dedicated member of our team.

Within three working days, they will reach out to you, introduce themselves, and explain how we plan to address your complaint. If further investigation is needed, they will respond to your complaint within eight weeks from our initial acknowledgment.

What’s Included

Our service includes one appointment call. Following the call, we will provide a summary with any applicable guidance and next steps. We aim to send you a draft document within 10 business days after the appointment. There may be instances requiring further calls or requests for changes. During peak times, it may take longer, and we will not be liable for failing to meet specific deadlines. Once we have all necessary information to finalise your document, we will send a draft for your approval. A final version will only be sent after your approval, either by email or post for signature.

What’s Not Included in a Telephone Will

Couples and Partners

If you wish to create a document with a partner, you can opt for a joint appointment if you meet the eligibility criteria.

You are eligible if you are:

You are not eligible if you are:

This means that both you and your partner will participate in the same appointment, each having the opportunity to draft your own document according to your individual wishes. We may need to speak to you separately if we believe it is in your best interest. If you prefer to have an individual appointment at any point during the call, please let us know. Zenco Legal reserves the right to refuse to take Will instructions if we suspect undue influence.

Payments

By paying for your document, you agree to these terms. Your order is accepted upon payment, forming a contract between you and Zenco Legal. This contract will automatically terminate once we have provided the agreed service, unless both parties agree otherwise.

Please note that payments for a Will/Trust cannot be made by a beneficiary of the estate. Payment must come from the bank account of the person establishing the Will (the Testator).

We recognise that creating a Will/Trust can be an emotional process. If an order is initiated but cannot be completed for emotional reasons, we regret that we cannot offer a refund.

We provide comprehensive instructions for signing, dating, and witnessing your Will/Trust documents. Zenco Legal cannot be held liable if these instructions are not followed correctly. If documentation such as proof of ID or signed disclaimers is required, we will notify you both verbally and in writing. We cannot proceed without receiving this documentation, and we are not responsible for pursuing its submission. Should errors occur during the signing process requiring replacement documents, a £30 administration charge will apply.

Communication

You must provide accurate and truthful details regarding your identity and estate. By accepting these terms, you agree not to mislead us or misrepresent yourself. Communication must occur privately, and you confirm that you are the sole individual providing instructions. No beneficiaries of the Will being drafted may be present during the appointment.

Approving the Content of Your Will

After your Will/Trust appointment, you will receive an email summarising the instructions provided. It is your responsibility to verify all details, including spellings and dates of birth, ensuring accuracy. Zenco Legal is not responsible for reminding you to review this information. After 7 days, your Will/Trust will be automatically produced unless you have sent any required amendments within this timeframe; a £30 administration charge will apply for producing replacement documents.

Your Documents

We provide the final Will/Trust documents for signing. These documents do not become legally binding until they are correctly signed, dated, and witnessed. It is your responsibility to follow the provided guidance to ensure compliance with the law. You should not make written alterations to your Will after it is signed or attach anything to it. Improperly signed documents may be deemed invalid, and alterations may be unenforceable. Zenco Legal is not liable for issues arising from incorrect signing, alterations, or failure to follow guidance.

Future changes in your circumstances, law, taxation, or regulations may render your Will outdated. We cannot guarantee that the documents we produce will remain current or accurate. You are responsible for reviewing your Will to ensure it remains up-to-date, and we cannot be held liable for any discrepancies.

Costs

All services and associated costs will be discussed and confirmed in writing. All quoted fees include VAT where applicable. Our fees do not cover third-party costs, such as registering documents with the Office of Public Guardian or Land Registry.

Postage

Zenco Legal is not responsible for documents lost, stolen, or damaged during postage. We recommend using recorded or special delivery services to mitigate this risk.

Our Liability

Zenco Legal is not a law firm, and no lawyer-client relationship exists between us. We are not registered or regulated by the Solicitors Regulation Authority.

We are liable for foreseeable losses or damages caused by our failure to comply with these terms or by not exercising reasonable care and skill. Foreseeable losses are those we both knew could occur when the contract was made.

We are not liable for any unforeseeable losses or damages, or those caused by factors beyond our reasonable control. You cannot claim against us if your losses stem from circumstances we could not reasonably have anticipated.

This includes:

We are also not responsible for verifying, investigating, advising on, or checking:

Provision of Information

To facilitate efficient service delivery, ensure that all information provided is complete, accurate, and current. Notify us of any changes or new circumstances relevant to our work. Certain documentation is required for the work to proceed, and Zenco is not responsible for chasing the required documents once you have been notified of their necessity.

Cancellation Fee

When you book your will-writing appointment over the phone, we may request your credit or debit card details to secure the appointment. Payment for the service is taken at the point of booking.

Missed appointments may be subject to a £20 charge in addition to fees paid. You can reschedule appointments by:

Additional Services

We may offer additional services (such as complex wills, printed documents, and paid updates) at various times. Details and costs of these services will be provided when you pay for your document or at relevant points in the sales process. If there’s a price increase for any additional service, we will inform you in advance, and you may cancel if you do not accept the new price.

Voucher Codes and Promotions

Voucher codes are non-transferable, non-refundable, cannot be resold, and may be subject to additional terms. A valid voucher must be communicated before payment, and only one voucher can be used per transaction. Promotions will include specific terms.

How We Can Cancel

We reserve the right to withdraw or amend the service for significant reasons. We will inform you in advance where possible.

We may cancel or suspend the service if you:

If you fail to provide necessary information or cooperation, we may cancel the service. If we do cancel, we will refund any money you have paid.

In cases of delays or inability to provide the service due to events outside our control, we will contact you as soon as possible and take reasonable steps to minimise the impact.

Data Protection

We are registered with the Information Commissioner’s Office as a Data Controller. We use your data solely for providing legal services under our agreement or as permitted by law (e.g., for complaints or investigations).

We may share your information with third parties, including experts needed to assist with your matter. You have rights under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018, including the right to access and correct your information.

For further details, please refer to our full Privacy Notice on our website.

Cybercrime and Email Fraud

Cybercrime and email fraud targeting law firms and clients are increasing. If you receive any communication from us requesting changes to bank details or asking for funds to be sent elsewhere, do not act on it. Instead, contact your point of contact at our firm by phone to verify.

We are not responsible for losses incurred from unverified fund transfers.

Statutory Obligations

We are legally obligated to maintain client confidentiality.

Storage and Retrieval of Files

At the conclusion of your matter, we will store your documents securely for a reasonable period. Due to GDPR requirements, wills and trusts will be stored indefinitely to protect against legal claims. Other documents will typically be stored for six years but may vary.

We will not destroy documents deposited for safe custody. If you require retrieval of stored files or documents, we reserve the right to charge for this service and will inform you of the costs beforehand.

Changes to Our Terms and Conditions

These terms may be revised periodically. Revised terms will apply from the date you receive them. You can terminate the arrangement in writing within 14 days if you do not accept the revised terms.

Complaints Process

To complain, email us at talk@zenco.com. We will acknowledge receipt and outline next steps, and your complaint will be handled by a dedicated team member.