Terms & Conditions

Our terms and conditions are designed to be simple and straightforward and have been approved by Trading Standards as part of our membership of the national “Buy With Confidence Scheme“.

Your Statutory Rights

These terms and conditions do not affect your statutory rights (legal rights) in any way.

Service and Delivery

After completing the purchase of any of our services, you will be sent an e-mail with instructions on how to access your online case file. You can then access your secure case area to complete your details.

We will prepare divorce documents usually within 1 working day of receiving your information and deliver them to you electronically. The only document that will be posted to you is the final Decree (Absolute) all other documents will be delivered electronically. If you require documents to be sent by post there will be a small charge to cover the cost of postage, printing and time. These charges are listed in the court fees and other occasional charges below.

If we have raised any questions with you, then this delivery timescale will, of course need to be extended and if for general guidance.

14 Day Refund Policy

This website complies with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in that you have a 14 day cooling off period to decide whether you wish to proceed with services supplied directly by Online Legal Services Ltd, which starts on the day after you have purchased the service.

However,  certain exemptions apply.

1. If you have activated your account and completed any questions in our DivorceTrak system within the cooling off period, we will part refund you the price paid, less an administration charge for work carried out to the point of your request. These charges are available on request as different charges apply depending on the service purchased.

2. If we have sent your documents to you via our case portal or by post no refund will be payable in any event.

Communication with us

You are purchasing an online service that relies on a certain level of automation. Please ensure that you regularly communicate with us. You must contact us if you have not heard from us within 14 days of any step in the divorce or consent order process being carried out. For instance, if we file consent order on your behalf and you do not hear from us, do not assume an order has been made, things can get lost by the court.

If your case is between 6 months and 12 months old without any contact from you. You will be charged a reactivation charge of £100.00. If it is over 1 years old, you will have to pay full price for a full service as we no longer hold your records.

Court fees and occasional additional Charges

You understand that court filing fees are payable on all court actions unless you are exempt. For a standard divorce they are currently £550 and for a consent order, they are £50.00. You may be exempt from court fees if you are on low income or benefits. Please ask us for more information and we will be able to advise you.

We also occasionally have to charge an administration fee when extra work is involved over and above the original service. We don’t like doing it, but we do have to charge for our time on occasions. Please ask for a quote as these fees vary depending on the situation.

Here are some examples:

Where the court service has changed the format of official documents, but clients have not filed them at court prior to those changes taking effect and new documents need to be prepared.

Where you require amendments to your documents once they have been created checked and sent to you.

If the court require you to file additional documents or paperwork, we sometimes have to charge for additional documents that fall outside the scope of an undefended divorce.

If additional court fees must be charged to comply with court orders, then these will be payable to the court and we will notify of them if required.

Our amendment fees will be no more than £100 incl. vat

Payment of court fees through Divorce-Online

If you wish to pay court fees through us we will charge an administration charge to cover our costs. You do not have to use us to pay these fees, you can do so directly to the court. Please ask as the charges vary depending on the fee to be paid.

Postal Charges

If you require documents to be posted the fees are as follows

Divorce only services £10.00
Divorce and consent order services £20.00

Recorded and special delivery by arrangement.

Court Fee Remission Exclusion

Clients who are eligible for court fee exemption/remission must complete their own forms and they must be completed correctly. Checking of these forms is not included in our any of our services. Use of our online calculator is for information purposes only.

Timescales

All timescales given upon purchase are based on an average of all cases taken over the last 12 months and change on a monthly basis. Your individual case may take longer than advertised due to factors outside our control. All divorces start from the date the petition is issued by the court.

We try to be as realistic as we can, but are unable to guarantee any timescale given as the service delivery depends on factors outside our control. The time a divorce takes depends on the reliability of the court service and we cannot be held responsible for delays at court once your documents have been filed.

As at 01.01.19, a standard divorce is taking on average 5 months with Divorce-Online. The average time in all courts is 31 weeks ( 7.75 months).

Please also bear in mind that if information is given incorrectly, we have to raise queries or the court raise queries, this will cause delays. We therefore always advise that clients do not book events that may be directly tied to the production of a final decree until they are in receipt of the certificate.

Consent Orders and other Agreements

Financial consent orders will normally be delivered with 31 working days of receiving your instructions, but this may not always be achievable because of the complexity or nature of the terms of the order. We will advise you if that timetable needs to be extended.

You proceed on the basis that you have not received legal advice from Online Legal Services Limited on the terms of your settlement. You are strongly advised to seek legal advice on the terms of any settlement you have reached as the court has a wide discretion to refuse to grant an order, request more information or raise questions. Our solicitors will draft your order strictly limited to the information given to them in a questionnaire. They have no duty to advise you of the consequences of the order. You also agree that you will check your drafted order for any obvious omissions or errors upon receipt before filing any document with the court.

We reserve the right to charge additional fees if your order needs substantial amendment after it has been drafted or filed or in order to comply with any judicial request. The fee will no more than £150 per request. No fee will be payable if the mistake is the fault of Online legal Services Limited.

Legal Advice, Limitation of Liability in respect of the documents and service.

We do not give legal advice regarding your documents or any aspect of your case and you proceed on that basis. We cannot be held liable for any action you undertake in any proceedings whatsoever, save where we are in breach of contract.

We have included within this agreement a disclaimer in respect of our liability in respect of the documents. Please read it carefully as the following are the terms upon which we will provide the document to you.

If you use any document in the Divorce Online service, it will be on the terms which are stated on this page.

What you are purchasing from us is a web services product which has been prepared by experienced Family Lawyers in conjunction with Information Technology Specialists.

The software creates documents for you based on the data you have personally entered into the fields of our bespoke software. It is your responsibility to ensure you enter the correct information into the fields as it may cause delays later and additional fees if your documents need to be amended.

These documents will be checked by our case managers to ensure they are correct based on the data provided.

Whilst we and our experts who have drafted the template documents have taken every care to ensure the accuracy of the contents of the documents, due to the continuing changing nature of the legal system the information contained in the documents will during the passage of time need to be updated. Therefore you must process your documents within 6 months of purchase.

We do not give legal advice regarding your documents or any aspect of your case and you proceed on that basis. We cannot be held liable for any action you undertake in any proceedings whatsoever, save where we are in breach of contract.

Where we are instructed to manage your divorce, you act as a litigant in person. You will sign a letter of authority to allow the court to communicate with us.

If a court or any other body having the power to rule on disputes decides that any part of this Disclaimer is not reasonable or cannot be enforced for any reason, this will not affect the validity of the other parts of this Disclaimer which will continue to be in full force and effect.

The use of the Web site and the documents when downloaded by you are for your personal use only and will clearly on the face of them be shown to be licensed to you. You may not use the Web site or the documents for any other purpose except for your own personal use. You may however use the documents as many times as you wish. You may not remove the license or use the documents for any commercial purpose whatsoever and the copyright in them belongs to Online Legal Services Limited trading as Divorce-Online and Divorce Online “DOL”. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Web site.

Our Divorce Trak software services are valid for a period of 6 months only. After this period, you will be charged a £100.00 reactivation fee if you wish to continue. This is because the documents and requirements of the court change on a regular basis. We therefore advise you to complete your questionnaire and download your documents as soon as you have ordered.

Solicitor Managed Divorce Services

Online Legal Services are marketing agents for Online Legal Services Limited our SRA regulated law firm partner. Upon receipt of your payment, they will send you a client care letter with their terms and conditions and will become a client of their firm. You have 14 days from receipt of their terms to accept or reject those terms and a full refund will be given by Online Legal Services. Thereafter any refund or dispute will be with the law firm. Online Legal Services Solicitors Limited who are regulated by the Solicitors Regulation Authority and are subject to the jurisdiction of the Legal Ombudsman in the event of a dispute. Online Legal Services Ltd will receive a marketing fee for this service which will be outlined to you in their client care letter.

For transparency purposes Online Legal Services Solicitors is wholly owned by Online Legal Services limited.

Scottish Divorce Services

The Scottish divorce service is provided by Francis Collins of 7 Rydel Place East Kilbride G75 8YN.

Online Legal Services Ltd provide the marketing for this service in return for a fee and are not liable for any part of the service provided by Frank Collins.

Part of the fee paid by you is for our marketing fee to Francis Collins. Once you have paid the fee, we will send your details to Frank Collins and from that point any client relationship shall exist between you and Frank Collins and Online Legal Services shall have no liability whatsoever with regards to the service.

Purchasers of the Simplified divorce pack are not entitled to a refund at any time as the package is unsealed software and as such is wholly exempt from Distance Selling Regulations. We are not Solicitors in Scotland or England

Complaints Procedure

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and enhance customer experience.

We normally resolve the vast majority of complaints in the first instance without any need for any formal procedure.

If you have a complaint, please contact us with the details of your complaint, in the first instance by e-mail to complaints@olsgroup.co.uk with the word complaint in the subject line.

What will happen next?

  1. We will send you an e-mail acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will involve passing your complaint to a senior Manager, who will review your complaint by reading your file and speaking to the case managers and other team members to ascertain the facts of the case.
  3. Your complaint handler will then respond to your complaint within 7 days of receipt with their conclusions in writing.
  4. If you are not satisfied with their conclusions, your complaint and case notes will be passed to a Director for review who will normally respond within 7 working days (unless on leave).
  5. If you are not satisfied with the response we will provide you with details of an independent dispute resolution service provided by The Institute of Paralegals whose code of conduct and decisions, we are obliged to abide by and you may use their dispute resolution service for free. We will provide you with details of how to access this service if required.

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