Refund & Cancellation Policy
Last updated: 14 September 2026.
1. Overview
This policy explains when you're entitled to a refund or may cancel a Book a Slot booking made through Connect Lawyer. It applies to payments made through Connect Lawyer's platform for consultations with independent, SRA-regulated lawyers and legal professionals listed on our panel.
Connect Lawyer processes payments and applies this policy; the legal service itself is provided by the independent lawyer you booked, who remains separately responsible for the professional service delivered during your consultation.
2. Book a Slot: Cancellation & Refunds
If You Cancel:
Cancelled 24 hours or more before your scheduled slot: full refund.
Cancelled less than 24 hours before your scheduled slot: no refund.
You may reschedule (rather than cancel) via the booking link in your confirmation email up until 24 hours before your slot, at no charge.
If the Lawyer Cancels or Doesn't Attend:
Full refund, automatically processed, no request needed.
We will also offer to help you rebook with another available lawyer in the same category at no extra charge.
No-Shows (You Don't Attend):
If you do not attend your scheduled slot and have not cancelled in advance, no refund applies.
3. How Refunds Are Processed
All refunds are issued back to the original payment method via Stripe.
Refunds are typically initiated within 24 hours of the refund being approved, and banks typically take 5–10 business days to show the refund on your statement. This timing is set by your bank, not Connect Lawyer.
Where a refund is issued after a lawyer has already been paid their share, Connect Lawyer will reverse the full transaction, including the lawyer's portion, through Stripe.
4. After the Consultation Has Taken Place
Once a Book a Slot consultation has been delivered in full, the fee is generally non-refundable, because the service (time with a qualified legal professional) has been provided.
Exception: if you believe the consultation was not delivered as described (for example, significantly shorter than the time you paid for, due to an issue on the lawyer's side), contact us at hello@connectlawyer.co.uk and we will review the case individually. This is assessed case by case, not automated.
5. What This Policy Does Not Cover
This policy covers Connect Lawyer's booking and payment process. It does not cover the outcome, quality, or content of legal advice given. Any concern about the advice itself should be raised directly with the lawyer, and, if unresolved, may be a matter for the Solicitors Regulation Authority (SRA) or Legal Ombudsman, depending on the nature of the concern.
Connect Lawyer is not itself providing legal advice or legal services, and this policy does not create a client relationship between you and Connect Lawyer.
6. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7. How to Request a Refund
Email hello@connectlawyer.co.uk with your booking reference, name, and the reason for your request. We aim to respond within 1 business day.
8. Changes to This Policy
We may update this policy from time to time. The version in effect at the time of your booking is the one that applies to that booking.
Last updated: 14 September 2026.