Coronavirus update: We are continuing to provide telephone appointments as normal for your Lasting Powers of Attorney applications, Wills and Trusts.

Terms & Conditions

Terms & Conditions

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


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

Joint 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.

Professionally Drafted Documents – Lasting Power of Attorney service


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


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 Zen Legal cannot be held responsible for this or any charges that are a result of the errors made.

Flexible Appointments


Customers that chose a ‘flexi appointment’ have 14 days to call our specialists to complete their Lasting Powers of Attorney application.

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. Zen Legal cannot control the timeframes of this process. We cannot offer a refund for complaints relating to the registration timeframe.

General Powers of Attorney service


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:

  1. Whilst waiting for a legally binding Property & Financial Lasting Power of Attorney to be granted by the Office of the Public Guardian, or;
  2. 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.


Zen 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.

Use of Lasting Powers of Attorney Documents Abroad


Our Lasting Powers 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 Lasting Powers of Attorney documents will be accepted by any foreign jurisdiction.

Provision of Information


To assist us in carrying out the work as efficiently as possible, you will need to ensure that all information provided is to the best of your knowledge complete, accurate and up to date. You should also notify us of any changes or variations to that information which may arise after the date it is passed to us and of any new circumstances that might be relevant to the work we are undertaking.

Costs


All services to be provided and any associated costs will be discussed with you and will be confirmed to you in writing. All fees quoted include VAT where applicable.


Our fees exclude all third party costs including the costs of registering documents with the Office of Public Guardian or Land Registry.

Data Protection


We are registered as a Data Controller with the Information Commissioner’s Office. We will use the data you provide to us solely for the purpose of providing you with legal services pursuant to an agreement we have with you, or as is permitted in law (i.e. for dealing with complaints or regulatory investigations).


We may have to share some or all of your information with other third parties. This may include experts and other third parties who we need to instruct to assist us with your matter.


You have rights under the General Data Protection Regulation (GDPR) and Data Protection Act 2018 and these
include the right to be informed what information we hold about you. You also have the right to request a copy
of any information about you that we hold at any time, and also to have that information corrected if it is
inaccurate. If you believe that the information, we hold is wrong or out of date, please let us know and we will
update it. For further information, please see our full Privacy Notice which is available on our website
here)

Cybercrime and email fraud


It is unfortunate that Cybercrime and email fraud targeted at law firms and their clients is on the increase. Fraudsters are using very sophisticated methods to manipulate IT and intercept communications.


If you ever receive any other communication purporting to come from us and which purports to change our bank account details or to request that you send funds to another account, please do not rely on this and immediately contact the person at this firm handling your matter by telephone. Even if the request appears to have come from us, you must never send funds to another account unless you have verified this with us.


We cannot take any responsibility for any losses where funds are transferred to other accounts that have not been verified by us.

Statutory obligations


We are under a professional and legal obligation to keep the affairs of clients confidential.

Termination (Cancellations)


You have a legal right under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel this agreement within 14 days of entering into it. Please call us on 0116 218 7676 if you need to speak to us.

1st Appointment


Where you ask for services to be started immediately, we will ask you to confirm this on the initial telephone call. We call this ‘Authorisation to Start’ (ATS). Without this authorisation, we will not be able to start your order for 14 days.


After your initial appointment and where we have taken names of the donor and attorneys, we reserve our rights to charge you 50% of the order value.

2nd Appointment


When we have taken the details for the order, we also allocate a dedicated timeslot with our legal team for the 2nd appointment. This is where any remaining questions are answered that are specific to the Power of Attorney chosen.


After your 2nd appointment and where we have full LPA details and may have sent the documentation to you in the post, we reserve our rights to charge you 100% of the order value.


You may lose the right to cancel if the services have been fully performed during the cancellation period. Due to the nature of our services and the short timescales we work to, work (the drafting of your legal documents) is routinely carried out during the first 14-days following the initial call when your purchase is confirmed.


After the 14-day period, you may withdraw your instructions at any time by written notice to us, but you will be liable to pay our reasonable fees in respect of work that has already been completed.


To issue a refund we will require your name, sort code, account number, house number and postcode. Once issued a refund can take up-to 5 working days to appear in your account.


Please refer to our cancellation table for further details of our Cancellation / Refund Policy.

 

Cancellation / Refund Policy
Within your 14-day cooling off period (calculated from the date of receiving your order+14 calendar days)
When placing your order you authorised us to start work on your documents and provided most of the information required, documents are drafted the same day. Cancellations within the 14-day cooling off period therefore are only entitled to a refund of 50% of the total order value.


If we have completed the second appointment then no refund will be available.

After your 14-day cooling off period(calculated from the date of receiving your order+14 calendar days)
If your appointment with our specialist is booked after the 14-day cooling off period you
must

cancel your order in writing within the 14-day cooling off period to receive a refund. If we have already taken the majority of the information required for your application during your first call, you will only be entitled to a refund of 50% of the total order value.
Medical Professional – Certificate Provider
If Zen Legal identify the need for a medical professional to be the Certificate Provider for the Donor and a medical professional refuses to fulfil the role this is out of the control of Zen Legal and no refund will be available.

If a medical professional charges for the service to be the
Certificate Provider, Zen Legal are not liable for this cost.
Zen Certificate Provider Service
If our Certificate Provider service is purchased the Donor will need to meet with our Registered Social Worker via video link. If as part of this appointment our Registered Social Worker identifies concerns surrounding the mental capacity of the Donor and therefore cannot fulfil the role of the Certificate Provider no refund will be available.
Death during application
Unfortunately, due to the nature of our work we do experience situations where the Donor unfortunately passes away during the application process. We hope that our customers understand that if the work has already been conducted then we cannot offer a refund. If the final appointment has not been sat then we will issue a 50% refund. However, if all final documents have been produced then we cannot offer a refund for work already conducted.
The Office of the 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. Zen Legal cannot control the timeframes of this process. We cannot offer a refund for complaints relating to the registration timeframe.

 

Storage and retrieval of files


At the conclusion of your matter, we will store your file of papers for a reasonable period of time. Due to the nature of the services that we are providing to you and pursuant to Article 17(3) of the GDPR, when you complete a will or trust using our services, we will securely store your data and keep this indefinitely. This is because we need to protect against legal claims, as well as to provide supporting information should your will ever be contested.


We would usually store other papers including casefiles for six years from the date of the final bill but reserve the right to determine the period of storage. Such papers or files may be stored in an electronic form (with the original paper version being destroyed as soon as it is scanned and saved as an electronic file).


There may be documents such as deeds or wills which we have agreed to deposit for you in safe custody or documents that you have otherwise asked to be returned to you. We will not destroy any such documents.


If we retrieve papers or documents or electronic data from storage in relation to continuing or renewing instructions to act for you or your representatives, we will not normally charge for the direct cost for retrieval from storage. However, in all other cases, we reserve the right to make a charge for the retrieval or delivery of any stored files (including electronic data), papers, wills or deeds (including the cost of delivering them to you or your representatives by registered post or other secure means). We may also charge for the time we spend reading stored files, papers of deeds, writing letters or other work necessary to comply with your instructions. Our charges would be based on the applicable rate at the given time and we would always discuss this with you or your representatives beforehand.

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.


ZenLegal operate as a company registered in England & Wales with Company No: 08891385
Our registered office is 64 Mansfield Street, Leicester, LE1 3DL