Terms of business

CONVELLO — FAMILY LAW SUBSCRIPTION TERMS

These Terms govern the Convello family-law subscription supplied by Convello FZCO (“Convello”, “we”, “us”) to individual customers. They do not apply to Convello’s other products or to business subscriptions. Please read them before subscribing. The family-law plan description, price and seven-day trial details shown at checkout form part of your agreement with us. We will send you a copy of your agreement in a form you can keep.

1. Who you contract with

1.1 Your sole contracting and service provider under these Terms is Convello FZCO. Its address for notices and correspondence is 128 City Road, London, United Kingdom, EC1V 2NX. Subscription payments are payable to Convello FZCO.

1.2 Convello may use employees, contractors, technology suppliers and other service providers to help it perform its obligations. Convello remains responsible to you for the services it agrees to provide under these Terms, subject to applicable law.

2. Free trials

2.1 Seven-day family-law trial

Your family-law subscription includes a seven-day free trial lasting seven consecutive calendar days. Your checkout order states the monthly price, the trial services, whether payment details are required, when the first payment will be taken if you continue, and how to cancel. Your confirmed trial start and end dates and times (including the time zone) are sent with the client-care and scope letter under clause 2.2.

2.2 Starting the trial

After you complete onboarding and any checks needed before work can begin, your allocated family lawyer will send you the client-care and scope letter described in clause 6.2. Your seven-day trial begins when we send that letter and confirm its start and end times to you; it does not begin merely because you entered payment details. If we cannot accept your matter, we will tell you and will not start a paid subscription on the strength of that unaccepted trial application.

2.3 What you receive

During the trial you may use the services identified as trial-included at checkout and in your client-care and scope letter, subject to the plan limits and our acceptance of the work. This may include initial review, onboarding and discussion of next steps. The trial does not guarantee that a particular document, negotiation or outcome will be completed within seven days. It does not include court representation, advocacy at hearings or work beyond the agreed scope. You must tell us about urgent deadlines under clause 9.

2.4 Conversion and payment

If the checkout states that the family-law trial automatically becomes a paid monthly subscription, and you provided payment details and expressly authorised recurring payment, the displayed monthly fee will be charged after the seven-day trial ends unless you cancel before the displayed end time through the client portal. Your first paid monthly billing period and the three-month minimum commitment begin when that first payment becomes due; the seven free trial days do not count towards the three paid months. If you did not agree to automatic conversion, no paid subscription begins without your further agreement. Any advance notice of trial conversion required by applicable law will be given.

2.5 Cancellation during the trial

You may cancel without a subscription charge at any time before the displayed trial end time through the client portal. We will confirm receipt and will take no recurring subscription payment after a valid cancellation. Cancellation does not affect any separately agreed third-party cost or work outside the free trial, subject to applicable law. We will not require a telephone call or a reason for cancellation.

2.6 Eligibility and statutory rights

Unless an offer expressly says otherwise, the seven-day free trial is available once per customer; creating a new account does not create a new entitlement. The trial does not replace or reduce any statutory cooling-off right. If mandatory law gives you a cancellation or refund right after trial conversion, that right applies even if the paid period has started. Clause 5 explains consumer cancellation rights.

3. Price, billing and payment

3.1 Paid subscriptions are billed monthly in advance and renew each month until cancellation takes effect under clause 4. The initial paid commitment lasts at least three monthly billing periods. The price and billing currency are those shown at checkout. Taxes, if applicable, will be shown or handled as law requires; these Terms make no promise that a particular subscription is tax free.

3.2 Recurring payment authority

By providing your payment details and accepting these Terms, you expressly and unequivocally authorise Convello and its payment processor to debit your chosen payment method for:

• the first subscription payment;
• each recurring subscription payment on or around the stated billing date;
• any revised price which has been notified to you in accordance with these Terms and which has taken effect; and
• reasonable retries of a failed payment for an amount properly due.

This authority continues until your cancellation takes effect or the subscription is otherwise terminated. You may cancel a recurring card-payment authority through Convello or your card issuer where applicable. Cancelling the payment authority does not, by itself, cancel the subscription contract or extinguish any amount which has already become due. To cancel the subscription, you must use the client portal in accordance with clause 4.

3.3 Failed payments and suspension

Subscription fees must be received on the applicable billing date. If a payment fails, we may notify you, retry the payment and ask you to update your payment details. We may suspend the subscription and stop work following a failed payment. During suspension:

• no new work will be undertaken;
• existing work may be paused;
• access to subscription services may be restricted;
• Convello will not accept responsibility for any new task or deadline; and
• you remain responsible for taking any action necessary to protect your position.

Suspension does not waive the failed payment or any other amount properly due. We will take reasonable steps to notify you of the suspension and any known urgent issue, but suspension does not oblige us to continue work without payment.

3.4 Cancellation while in arrears

Once eligible under clause 4, you may give notice to cancel your subscription through the client portal even if your account is in arrears. Arrears do not stop a valid notice period from running. Cancellation does not release you from subscription fees properly due for the three-month minimum commitment, the notice period or another period before cancellation takes effect. No fee accrues for a period after cancellation takes effect.

3.5 Termination for non-payment

If an outstanding subscription payment has not been received within 30 days after its due date, Convello may terminate the subscription. The unpaid subscription fee and any other amount which became due before termination remain recoverable. We may also seek reasonable third-party debt-recovery costs, court fees and interest, but only to the extent permitted by applicable law. Termination does not oblige us to complete outstanding work, monitor deadlines or continue providing access to subscription services.

3.6 Restarting after non-payment

A subscription terminated for non-payment cannot simply be reactivated. If you wish to return to Convello:

• all outstanding amounts must first be paid;
• you must apply for and enter into a new subscription;
• the first payment for the new subscription must be paid in advance;
• the new subscription is subject to acceptance, eligibility and any required checks;
• no further free trial or introductory offer will apply unless Convello expressly agrees otherwise; and
• any previous matter will not automatically be reopened or resumed.

Convello accepts responsibility for further work or deadlines only after confirming the new subscription and the relevant scope of work in writing.

3.7 Refund requests, payment disputes and chargebacks

If you believe that a payment is incorrect, unauthorised or should be refunded, you agree, where reasonably possible and subject to any applicable time limit, to raise the matter through the complaints procedure published on our website and allow us a reasonable opportunity to investigate and respond before asking your bank or card issuer to reverse the payment.

You must not knowingly make a false or misleading statement to a bank, card issuer or payment provider, or request a chargeback for a payment which you know was authorised and properly due. A chargeback or other payment reversal does not, by itself, determine whether an amount was contractually due. Where a reversed amount remains lawfully due after the dispute has been determined, we may continue to recover it.

By accepting these Terms, you acknowledge and agree that, if you dispute a payment or request a chargeback, Convello may provide relevant evidence to its payment processor, acquiring bank, card network, your card issuer or another participant dealing with the dispute. This evidence may include these Terms, your acceptance or signature, the checkout record, payment authorisation and authentication records, invoices, renewal and cancellation notices, communications, account activity, work records, documents supplied or prepared, and evidence of services made available or performed. We will disclose only information reasonably relevant to the dispute and will do so subject to applicable confidentiality and data-protection requirements.

Nothing in this clause prevents you from exercising a statutory right, cancelling a recurring payment authority through your card issuer, contacting your bank where a transaction was not authorised, or using any chargeback or card-scheme remedy available to you. Using our complaints procedure is not a precondition where applicable law or binding card-scheme rules provide otherwise.

3.8 We may change the price for a future renewal by giving you advance notice on a durable medium. The monthly price agreed at checkout will not increase during your initial three paid months. If you do not accept a later price increase, you may cancel before it takes effect without paying the increased price, even if that requires an exception to the ordinary notice rule. A change will not alter a price already paid for the current period.

4. Minimum commitment and cancellation

4.1 Initial minimum subscription period

If your seven-day family-law trial converts to a paid subscription, the initial minimum subscription period is three consecutive monthly billing periods starting on the first paid billing date. A monthly billing period runs from one billing date to the next monthly billing date; if a month lacks the equivalent date, the billing date is the last day of that month. Your checkout order states the first paid billing date, monthly price and minimum total payable for the initial three-month period. Your right to cancel during the trial under clause 2.5 and any statutory right under clause 5 take priority over this minimum period.

4.2 Continuing subscription and notice

Your subscription does not end automatically at the end of the initial three-month minimum subscription period. It continues on a monthly basis unless and until it is cancelled in accordance with this clause. You may give notice to cancel at any time, but notice must be submitted through the client portal and must give at least one calendar month’s notice. We will not require a telephone call. We will acknowledge your notice through the client portal and confirm its effective end date.

4.3 When the subscription ends

Cancellation takes effect one calendar month after notice is submitted through the client portal. If notice is submitted during the initial three-month minimum subscription period, it will take effect at the end of the three month period, if given in month one or two, and if given in month three, one calendar month after notice is given.

4.4 Payment at the end

You owe the three agreed monthly payments and any monthly subscription payment that becomes due before the effective end date. Subscription fees are charged monthly in advance and are not apportioned, pro-rated or refunded merely because the effective end date falls part-way through a paid monthly billing period. Subject to statutory rights, there is no automatic refund for a period before the effective end date during which the subscription was available. No further recurring debit will be taken for a period after the subscription has ended. These payment rules form part of the subscription you accept under these Terms.

4.5 Cancellation stops future subscription services; it does not automatically complete an open task, extend a deadline or appoint another provider. We will tell you the status of active work and make reasonably available documents that belong to you, subject to applicable law and payment rights. If a live deadline is approaching, arrange replacement support promptly.

5. Consumer cancellation rights

5.1 If you are a consumer resident in the UK and applicable law gives you a 14-day right to cancel a contract made online or at a distance, you can exercise that right by making a clear cancellation statement through the client portal within 14 days after the contract is made. We will make the required refund within the period prescribed by applicable law using the original payment method unless otherwise agreed.

5.2 If you expressly ask us to start supplying a service during the statutory cancellation period, and applicable law permits it, we may charge a proportionate amount for services supplied before you cancel, provided we gave you the required information and obtained the required express request. If the law does not permit that charge, we will not make it. Any waiver or loss of a statutory cancellation right applies only where the specific legal requirements are met; merely using the service does not amount to a blanket waiver.

5.3 This clause does not limit any more favourable right stated in a trial or offer, or any mandatory right to a remedy for services that do not meet applicable legal standards.

6. Your family-law service and its limits

6.1 This subscription provides family-law advice and support for the matter we accept and the work described in your plan and client-care and scope letter. Depending on the agreed scope, support may concern divorce, financial arrangements on separation or divorce, arrangements for children, unmarried couples, or domestic abuse. It may include initial assessment, meetings with your family lawyer, review and preparation of documents, research, correspondence and negotiation support. The plan and confirmed scope determine what is included; this list does not promise every service for every case.

6.2 After onboarding and any necessary checks, we will allocate your accepted case to a highly experienced family lawyer specialising in family law. Your lawyer will send you a client-care and scope letter on day one of your seven-day trial. The letter will identify your lawyer, the work accepted, any case-specific exclusions, arrangements for your matter and how to contact us. It will contain the professional, complaints and other service information applicable to your lawyer and case. You may request that information during onboarding. The letter does not expand what is included in the subscription unless we expressly agree this with you.

6.3 A subscription does not mean that we have accepted every family-law issue you may raise, agreed to act on another matter, or accepted responsibility for a deadline. We will assess whether your case is within the plan and our service. We will tell you if we decline a requested task or if separate arrangements are needed.

6.4 Convello FZCO is currently not authorised or regulated by the Solicitors Regulation Authority (SRA). The tasks that Convello and your lawyer cannot carry out for you under this subscription are limited to a small number of reserved activities. These include conducting court proceedings on your behalf and representing you at a hearing. Convello will not go on the court record, file or serve court documents on your behalf, or appear for you at a hearing. Your family lawyer can still advise you on your case, help you understand the steps, prepare material within the agreed scope and support you in completing tasks yourself where the law allows. These exclusions form part of the subscription you accept under these Terms.

6.5 If your family case goes to court, we can continue to provide the agreed advice and support, subject to the scope of your plan. You remain responsible for filing and serving court documents, complying with procedural requirements and attending hearings unless a separate provider has expressly accepted those tasks. Your family lawyer will explain the steps they can support you with and when other assistance may be needed. In most cases where you decide to obtain court representation, this is provided by a barrister instructed through a separately engaged authorised law firm. The barrister, firm and their fees are outside this subscription and require a separate arrangement.

6.6 If your family case requires a task outside the subscription, we will explain it and, where appropriate, suggest a separate provider or specialist. That provider will have its own contract and fees unless we expressly agree another arrangement with you in writing. A referral does not mean that provider is already acting for you.

6.7 We will decline or refer work we cannot provide. This subscription is limited to the family-law matters and jurisdiction identified in your plan and confirmed matter scope.

7. Starting a subscription and accepting a matter

7.1 You subscribe when you accept these Terms and submit your order. Your checkout order records the family-law plan, billing period, recurring price (including applicable taxes or how they are calculated), trial terms and first payment date. These Terms state the initial three-month minimum subscription period, that the subscription continues unless and until cancelled, the one calendar month notice period, the requirement to cancel through the client portal and the excluded legal tasks. Accepting a subscription does not itself mean that we have accepted a particular case or deadline. If we cannot accept your case, we will tell you, cancel the subscription and refund any subscription payment taken for it.

7.2 We may need identification, verification, conflict, sanctions or other checks before accepting work. We may ask for information about the people involved, the scope, relevant documents and deadlines. Acceptance of your subscription alone is not acceptance of an individual matter.

7.3 We will confirm the work we have agreed to undertake through the platform, by email or another durable written record. If a requested task is outside the plan, we will obtain your agreement to any extra fee before charging it.

8. Your plan and additional costs

8.1 Your family-law plan description states the included work, any usage limits, service hours, eligibility requirements and exclusions. The minimum paid commitment and notice rules are in clause 4. If these Terms and the family-law plan description conflict on plan content, the specific plan description governs; mandatory legal rights always prevail.

8.2 Unless your family-law plan expressly says otherwise, court fees, barristers, experts, mediators, process servers, translators and external lawyers are excluded. These disbursements are payable directly by you to the third-party service providers.

8.3 Work outside the agreed family-law scope requires a separate written agreement and any fee must be agreed before it is charged.

9. Deadlines and urgent matters

9.1 Tell us immediately about hearings, limitation periods, appeal dates, filing or response dates, injunctions, safeguarding issues or other urgent steps. Send the relevant documents and identify the exact date and time. Do not assume a message has been read until we acknowledge it.

9.2 We are responsible only for tasks and deadlines that we expressly agree in writing to handle and that we can lawfully perform. We do not monitor every potential deadline arising from the information you supply. You remain responsible for filing, serving and managing your proceedings unless another provider has expressly accepted those tasks.

9.3 Our service is not an emergency or 24-hour service unless your plan expressly says so. If immediate action is required, seek urgent local assistance.

10. Your responsibilities

10.1 Give us accurate and complete information, relevant documents and prompt instructions; identify changes and deadlines; maintain current contact and payment details; keep your account secure; and cooperate reasonably. You are responsible for decisions and actions which remain yours, including whether to accept a settlement or act on advice. We may rely on what you tell us, while exercising reasonable care and skill in the services we provide.

10.2 Do not use the service for unlawful, fraudulent or abusive purposes; provide false evidence; infringe others’ rights; attempt unauthorised access; or upload malicious code. We may take proportionate steps to protect staff, customers and systems.

11. Conflicts, verification and declining work

11.1 We may check for conflicts, verify identity and ownership, and conduct checks required by laws or our payment and risk controls. We may decline, pause or end a matter where it is outside our scope, we lack sufficient instructions, a conflict or legal restriction prevents work, or continuing would be inappropriate. We will explain where lawful and reasonably possible and deal fairly with fees for services not provided.

11.2 We may be legally unable to explain certain sanctions, fraud or financial crime checks. No provision requires us to act unlawfully or undertake work we cannot lawfully provide.

12. People and technology used to provide the service

12.1 Our personnel or permitted contractors may work remotely or in locations outside your country. We may use software and artificial intelligence to assist with research, drafting, document review, summarisation and workflow administration. We remain responsible for exercising appropriate care, checking outputs where necessary and providing the service we agree to supply. We will not guarantee that automated output is correct without review.

12.2 We may use third-party cloud, payment, identity verification, messaging and document tools. Data handling, international access and relevant safeguards are described in our Privacy Notice. Do not upload material that we have asked you to submit through a more secure channel.

13. Confidentiality and personal data

13.1 We will take reasonable steps to keep your information confidential and will use and disclose it as needed to provide the service, administer your account, comply with law, prevent fraud and use approved suppliers under appropriate arrangements. This is subject to lawful disclosure requirements and any specific agreement with you. Additional information about confidentiality relevant to your matter will be included in your client-care and scope letter.

13.2 We will process personal data under applicable data protection law.

14. Communications

14.1 We may communicate through the platform, email, telephone, text or a messaging service you select or approve. Tell us if a channel is unsuitable for sensitive material. You must keep your contact details current and check messages about your service. We may send contracts, notices and account information electronically where lawful.

15. Service standards and outcomes

15.1 We will provide agreed services with reasonable care and skill and within any binding timeframe we expressly agree. Other time estimates depend on your instructions and third parties, including courts and opposing parties. We cannot promise any legal result, settlement, recovery, cost award or court decision.

15.2 Advice is based on the information available when given and may change as facts or law change. We do not promise to monitor changes after we have completed a matter unless the plan expressly includes that service.

16. Suspension and ending the service

16.1 We may suspend access where reasonably necessary for non-payment, security, abuse, suspected fraud, a conflict or legal requirements. We may terminate on reasonable notice or sooner where a serious breach or legal obligation reasonably requires it. We will take reasonable steps to tell you, subject to law, and to deal fairly with prepaid fees for services we will not provide.

16.2 You may terminate for a material breach by us and retain any mandatory remedies. Ending a subscription does not remove liabilities or rights that arose before termination. Clauses which by their nature continue, including confidentiality, payment due, intellectual property and dispute provisions, continue as applicable.

17. Intellectual property and your documents

17.1 We or our licensors own the Convello platform, brand, tools, templates and general know-how. During an active family-law subscription we give you a limited right to use the platform for your own personal purposes. Do not copy, scrape, reverse engineer or commercially resell it, subject to rights that cannot lawfully be restricted.

17.2 Once you have paid the applicable fee, you may use final documents prepared specifically for your matter for their intended purpose. This does not transfer ownership of our underlying tools or general templates. Your own documents remain yours, subject to any rights required for us to provide the service.

18. Complaints

18.1 Complaints about your subscription or our services must be made and will be handled in accordance with the complaints procedure published on our website.

18.2 Your client-care and scope letter will explain any additional complaints route relevant to your lawyer and matter. Our complaints procedure does not remove any statutory, court or other complaint route available to you.

19. Liability and consumer rights

19.1 Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence where that liability cannot lawfully be excluded. Nothing limits your mandatory consumer rights or our obligation to provide services with reasonable care and skill where applicable.

19.2 For consumers, we are responsible for loss and damage that is a reasonably foreseeable result of our breach or failure to use reasonable care and skill, subject to applicable law. We are not responsible for a loss solely caused by inaccurate information you supplied, your failure to act on an identified deadline, or a third party beyond our control, to the extent the law permits and we have not contributed to the loss.

20. Changes

20.1 We may make reasonable changes to technology and delivery methods while keeping the material features of your paid plan. We may update these Terms for future periods to reflect law, security or service changes. We will tell you in advance of a material adverse change and give you an appropriate opportunity to cancel before it applies, subject to applicable law. We will not retrospectively remove accrued rights.

21. General terms

21.1 If a provision is unenforceable, the remainder continues where it can operate fairly. A delay in enforcing a right does not waive it. You may not transfer your subscription without our consent; we may transfer ours to a successor only where lawful and without reducing mandatory consumer protections.

21.2 We are not responsible for delays caused by events beyond our reasonable control, provided we take reasonable steps to limit their effect and comply with mandatory law. If the service is materially unavailable for a sustained period, we will discuss an appropriate remedy.

21.3 These Terms, the plan information displayed and supplied to you at checkout, any confirmed matter scope and any expressly incorporated policy form your agreement with Convello FZCO. A Privacy Notice describes processing of personal data; it does not override your contractual or statutory rights. If separate terms for a specific service are proposed, we will show them before they bind you.

22. Governing law and disputes

22.1 These Terms are governed by the law of England and Wales. This choice does not deprive you of mandatory consumer protections of the law of your habitual residence where those protections apply. The courts in which you may bring or defend a claim are determined by applicable jurisdiction rules; this clause does not restrict any right you have as a consumer to bring proceedings in another competent court.

23. Contact details

Subscription and service provider: Convello FZCO
Address for notices and correspondence: 128 City Road, London, United Kingdom, EC1V 2NX
Cancellation: Submit cancellation requests through the client portal.
Complaints: See the complaints procedure on our website.

24. Your acknowledgements when subscribing

24.1 By accepting these Terms and submitting your order, you acknowledge that Convello FZCO is your subscription provider; your family-law subscription excludes the specific court tasks stated in clause 6; any barrister and authorised firm providing representation under a separate arrangement are not included in your subscription; and your allocated family lawyer will send you a client-care and scope letter on day one of your seven-day trial following onboarding.

24.2 You also acknowledge the monthly price and trial terms stated in your checkout order, the initial three-month minimum subscription period following the free trial, that the subscription continues unless and until cancelled, the 30-calendar-day cancellation notice, the requirement to submit cancellation through the client portal, and the payment and failed-payment rules in clauses 2 to 4. By providing payment details and accepting these Terms, you give the recurring payment authorisation stated in clause 3.2. Your statutory cancellation and payment-dispute rights remain unaffected.