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Refund Policy

Effective Date: January 2026 Version: 1.0

Introduction​

This Refund Policy explains when and how refunds may be issued for services purchased through the eSolicitors platform. It covers platform fees, solicitor services, and related transactions.

Important Distinction

eSolicitors is a marketplace that connects clients with solicitors. Fees for legal services are paid to solicitors, not to eSolicitors. This policy primarily covers Platform fees. Refunds for legal services are handled by the solicitor in accordance with their terms of engagement.

Platform Fees​

What Are Platform Fees?​

Platform fees are charges that eSolicitors may collect for:

  • Subscription services
  • Premium features
  • Connection or introduction fees
  • Transaction processing

Platform Fee Refunds​

SituationRefund Available?Timeframe
Technical error preventing service useYes - Full refundWithin 30 days
Duplicate chargeYes - Full refundImmediately upon verification
Service not as describedCase-by-caseWithin 14 days of purchase
Change of mind (subscriptions)Pro-rata refundWithin 14-day cooling-off period
Cancelled subscription mid-termNo refundN/A

Fees paid for legal services go directly to the instructed solicitor. Any refund for legal services:

  • Must be requested from the solicitor directly
  • Is subject to the solicitor's terms of engagement
  • May be governed by SRA regulatory requirements

Solicitors may provide refunds when:

  1. Work not performed - Fees collected for work that was not completed
  2. Overcharging - Fees charged in excess of quoted or agreed amounts
  3. Service failure - Significant failure to deliver agreed services
  4. Client cancellation - Subject to the solicitor's cancellation policy

Disputing Solicitor Fees​

If you have a dispute about solicitor fees that cannot be resolved directly:

  1. Raise with the solicitor - Follow their complaints procedure
  2. Contact us - We may facilitate communication
  3. Legal Ombudsman - For unresolved fee disputes (within time limits)
  4. SRA - For regulatory concerns about billing practices

Consumer Rights​

Your Statutory Rights​

As a consumer, you have rights under:

  • Consumer Rights Act 2015 - Services must be performed with reasonable care and skill
  • Consumer Contracts Regulations 2013 - 14-day cooling-off period for distance contracts
  • Digital Markets, Competition and Consumers Act 2024 - Additional protections for digital services

Nothing in this policy affects your statutory rights.

14-Day Cooling-Off Period​

For subscription services and certain digital products, you have the right to cancel within 14 days of purchase without giving a reason. To exercise this right:

  1. Notify us by email or through your account
  2. We will process your refund within 14 days
  3. Refund will be made using the same payment method
Waiver of Cooling-Off Rights

If you request immediate access to digital content or services during the cooling-off period and acknowledge that you will lose your right to cancel, no refund will be due if you change your mind.

How to Request a Refund​

Platform Fee Refunds​

Step 1: Log into your account and go to "Billing" or "Payment History"

Step 2: Find the relevant transaction and click "Request Refund"

Step 3: Select the reason for your request and provide details

Step 4: Submit and await our response (usually within 5 business days)

Alternatively, email billing@esolicitors.com with:

  • Your account email
  • Transaction reference number
  • Date and amount
  • Reason for refund request

Processing Times​

Refund TypeProcessing TimePayment Method
Credit/Debit Card5-10 business daysOriginal card
Bank Transfer3-5 business daysOriginal account
Platform CreditImmediateAccount balance

Exceptions and Limitations​

Non-Refundable Items​

The following are generally non-refundable:

  • Completed legal services where work was properly performed
  • Fees for services fully rendered
  • Administrative fees for processing
  • Subscription fees outside the cooling-off period
  • Fees where terms explicitly state non-refundable

Partial Refunds​

Partial refunds may be appropriate when:

  • Only part of a service was affected
  • Some but not all deliverables were received
  • Service was partially completed before cancellation

Refund Limits​

  • Maximum refund period: 180 days from original transaction
  • Disputed transactions may be subject to investigation
  • Fraudulent refund requests may result in account suspension

Chargebacks​

Before Initiating a Chargeback​

We encourage you to contact us before initiating a chargeback with your bank or card provider. We can often resolve issues faster than the chargeback process.

Chargeback Consequences​

If you initiate a chargeback:

  • Your account may be suspended pending investigation
  • We may provide evidence to your payment provider
  • False chargebacks may result in permanent account closure
  • You may be liable for chargeback fees if the dispute is not upheld

Complaints About This Policy​

If you are unhappy with how we have handled a refund request:

  1. Internal Review: Request a review by emailing complaints@esolicitors.com
  2. External Resolution: You may have rights to alternative dispute resolution

Contact Us​

For refund enquiries:

  • Email: billing@esolicitors.com
  • Phone: [Phone number]
  • Post: Billing Department, Esol Corporation Limited, [Address]

This Refund Policy should be read alongside our Terms & Conditions and any applicable solicitor terms of engagement.