Refund and Cancellation Policy

Effective date: 17 July 2026 

1. Statutory 14-day cancellation period

If you are a consumer and enter into a service contract with us at a distance (for example online or by telephone) or away from our business premises (for example during a home visit), you normally have 14 days to cancel without giving a reason. The period ends 14 days after the day the contract is entered into. If we do not give legally required cancellation information, the period may be extended as the law provides.

Where a contract is entered into at our business premises, an automatic statutory cooling-off right may not apply. We will nevertheless honour any cancellation right expressly stated in your engagement documents, and your rights where services are not provided with reasonable care and skill remain unaffected.

2. Asking us to start early

We will not begin chargeable work during a statutory cancellation period unless you expressly ask us to do so. If you make that request and then cancel within the period, we may charge a proportionate amount for services supplied up to the time you tell us you are cancelling. The amount will reflect the agreed total price and work actually performed. We will explain any deduction.

If the service is fully performed during the cancellation period after your express request and acknowledgement that the cancellation right will be lost on full performance, the statutory right to cancel that completed service ends.

3. How to cancel

Tell us clearly that you wish to cancel. You may email Deborah@ecargwillsandtrusts.co.uk, telephone 07366 123751 and follow up in writing, or post notice to our registered office. You can use the model form below, but you do not have to. Cancellation is effective when you send the communication, provided it clearly identifies you and the service.

Model cancellation form

4. Refunds during the cancellation period

If you cancel within the statutory period, we will refund payments due back to you without undue delay and normally within 14 days after we are informed of the cancellation. We will use the same payment method unless you agree otherwise and will not charge a refund fee. We may deduct the lawful proportionate amount for work begun at your express request and authorised non-recoverable third-party costs, where permitted.

5. Cancellation after the 14-day period

You may ask to end the service after the cancellation period. We will confirm the work completed, work in progress and any authorised third-party costs. Any refund will be the amount paid less the fair value of work properly performed and non-recoverable costs. If the agreed service has been fully and properly completed, no change-of-mind refund is normally due. This does not affect remedies for breach of contract or services not supplied with reasonable care and skill.

6. Drafts, personalised documents and amendments

The fact that a draft or personalised document has been produced does not by itself remove a statutory right relating to a service. However, where you expressly asked us to begin, drafting and advisory work already completed may be deducted on a proportionate basis. After approval or completion, amendments caused by changed instructions or circumstances may be treated as additional work and quoted separately.

7. Appointments and no-shows

Please give as much notice as possible if you cannot attend. A free consultation can normally be rearranged. If a paid appointment, home visit fee or cancellation charge applies, it will be disclosed before booking. We will not impose an undisclosed charge. Repeated missed appointments may lead us to decline or pause an instruction.

8. Third-party fees and recurring services

Registration, government, storage, search, payment or other third-party fees may follow the provider’s own refund rules. We will identify known charges and tell you where a cost is non-recoverable before committing it where reasonably possible. Any recurring storage or subscription service will have its cancellation and renewal terms stated separately.

9. If we cancel or cannot perform

If we cancel for reasons not caused by you and cannot provide the agreed service, we will refund amounts paid for services not supplied. We may retain a fair amount for separable work already properly completed and usable by you, where lawful. If performance becomes impossible because of circumstances beyond reasonable control, we will discuss a fair outcome consistent with consumer law.

10. Disputes

Questions about a refund should be sent to Deborah@ecargwillsandtrusts.co.uk. If the issue is not resolved, use our Complaints Procedure. Eligible unresolved complaints may be referred to the Society of Will Writers. Nothing in this policy limits your statutory rights.

Ready to Protect Your Family?

Start with our FREE Family Protection Audit and discover exactly howprotected your family really is.

ECARG Wills & Trusts

Protecting UK families through clear, compassionate estate planning. Helping you turn love into legal protection.

Contact

United Kingdom

© 2026 ECARG Wills & Trusts. All rights reserved.