Refunds & cancellation
Free to start. Paid when you download. No refunds once delivered.
We've built the pricing so you only pay for what you actually use. Here's how it works - and why we don't offer refunds once a will has been downloaded.
How payment works
Trusted Hands wills are free to start. You can answer every question in the builder, see your inheritance preview and review your full will draft without paying. Payment is only required when you press download and the print-ready PDF is generated.
This means there is never a situation where you have paid and don't yet have what you came for.
Why we don't refund downloaded wills
When you download your will, you receive the complete, signed-ready PDF that is the entire deliverable of the service. Like other digital downloadable goods (software, e-books, music), there is no way to "return" the file once it's been delivered - you already have it.
UK consumer law (the Consumer Contracts Regulations 2013) recognises this. Digital content delivered by download is exempt from the standard 14-day cooling-off period once delivery has started with your consent. By pressing download, you give that consent and waive the cooling-off right.
We make this clear at the download step, so there are no surprises.
What you can do instead
- Before download: you can leave a draft sitting in your account indefinitely (subject to the 60-day inactive-draft cleanup). Nothing has been charged.
- After download, mistake or change of mind: you can come back, edit your will and re-issue with the Annual Subscription with Family Vault. The new signed will revokes the old one.
- After download, the file failed to deliver or is corrupted: contact us at sales@starlightweb.co.uk and we'll regenerate the PDF or refund - this is a delivery failure, not a change of mind.
Subscription refunds
The Annual Subscription with Family Vault renews yearly. You can cancel at any time to prevent the next renewal. We don't refund part-years - cancellation stops future billing only. Your existing will and downloaded copies are unaffected.
LPA preparation packs
Lasting Power of Attorney preparation packs follow the same logic: free to build, paid at download, no refunds once delivered. We do not generate the registerable LPA - you sign and register with the Office of the Public Guardian, and any OPG fees are separate and paid to them directly.
Getting help
If something has genuinely gone wrong - the download failed, the PDF is unreadable, you were double-charged - email us at sales@starlightweb.co.uk and we'll sort it. This policy is about "changed my mind" cases, not delivery failures.
Try the builder first - free, no card needed.
Build your draft, see your inheritance preview, review the full will before paying. You only commit when you press download.