support

Everything starts here: a question, a problem with your documents, a requisition from the Court, a privacy request, or a refund. Tell us what happened in the form and we will come back to you by email. The form deliberately has nowhere to attach anything — we do not want your documents or your financial details, and we never need them to help you.

Tell us what happened

This form is for people who are using the tool, or have used it. For anything else — a question before you start, media, partnerships or legal notices — use the contact form.

How we help without ever seeing your documents

Your matter lives on your device, not on our servers. That is the product’s central promise, and it holds in support too: never send us your documents, your save file, or your financial details, and we will never ask. When a problem needs eyes on a screen, we look at yours, not at a copy: we will offer a short screen-share call at a time that suits you, you show us exactly what you are seeing, and most problems are diagnosed in minutes. That call, together with our payment records for your matter code, is how every fix and every refund decision is made — on what is actually on your screen, not on a description of it.

Refunds

The best refund policy is not needing one, which is why the tool is free until the moment your documents are built. You can answer every question, pass every check and see the whole outcome — every item, who keeps what, and whether it reconciles — before you are asked for a cent. Nobody pays to find out their matter cannot be completed.

What you are paying for

You are paying for a completed set of documents: your Application for Consent Orders, your Minute of Consent Orders, any trustee letters your matter needs, the exchange record and the filing instructions. It is delivered the moment you press the button, as a download to your own device. One payment covers one matter for both of you.

You are not paying for a result in Court, and you are not paying for legal advice. Our terms explain why we cannot promise either.

When we refund in full

• The documents will not build. If you have paid and the tool fails to produce your pack, and we cannot get it working for you, you get all of your money back.
• The documents are defective because of us. If what comes out is wrong because of a fault in our software, and you would rather have your money than a corrected version, you get all of your money back.
• You paid twice. Obviously.
• You paid and then the tool told you your matter cannot proceed. This should be impossible, because the checks run before the payment, but if it happens it is our design failure and you get all of your money back.

Changing your documents afterwards

Once a matter is paid for you can go back and generate your documents again as many times as you need, at no extra charge, for twelve months. There is no limit on the number of changes and no counter running down. Your answers are waiting in the browser you used, and your pack contains a file ending in .laststep that restores the whole matter on any computer, so a different laptop is not a problem either.

Anything with a number in it should be changed in the tool, not in the Word file. The Application contains a table showing what each of you ends up with, and its figures have to agree exactly with the figures earlier in the form. The tool guarantees that agreement; typing over it in Word breaks it silently, and an inconsistent total is one of the most common reasons a Registrar writes back. The same goes for anyone's name and for who receives what.

Cosmetic typos in words, such as a misspelt street name, can be corrected in the Word file if you would rather, at your own risk. If you have already signed, remember that the signed version and the clean version are meant to be identical, so a change after signing means signing again.

When we fix it instead, at no charge

Most problems are better solved by correcting the documents than by unwinding the purchase, and a refund would leave you with the problem. So in these situations we fix it and rebuild your pack for free:

• A Registrar issues a requisition, and the cause is something our software got wrong. We correct it, you regenerate, and you refile. There is no further charge from us, and we fold the fix into the tool so the next couple never hits it.
• The Court rejects the application because of a defect in how our software completed the form.
• You spot a mistake in your own answers. You go back, change it, and regenerate. Rebuilding is always free once a matter is paid for.

A requisition is a normal part of consent orders and is not by itself a sign anything went wrong. Many requisitions arise from the parties' own circumstances or from a Registrar wanting more explanation of the agreement, and those are not software faults. We will tell you honestly which kind yours is, including when the answer is that it is ours.

When we generally will not refund

• You changed your mind after the documents were built. The pack is delivered instantly and cannot be handed back.
• You and the other party stopped agreeing. Hard, and common, but not a fault in the software. If this is where you are, mediation is usually the next step rather than a new document.
• You decided to use a lawyer instead. A sensible choice in many matters, and one we support, but the documents were still produced.
• The Court declined to make the orders because of your circumstances or the terms you agreed on. A Registrar must be satisfied the division is just and equitable, and that call turns on facts only you know.
• You entered figures that turned out to be wrong. The tool checks that your numbers are consistent, not that they are true.
• You lost your answers. Because nothing is stored on our side, clearing your browser data or losing your device loses your work, and we cannot recover it. The privacy policy explains why.

Generally is not never. If your situation is genuinely unfair on you, tell us, because we would rather sort it out than have you feel stung.

The court's filing fee

The Court's filing fee is not ours. We never receive any part of it, and we cannot refund it. If you have paid a filing fee and want it back you have to deal with the Court, and its own rules decide whether that is possible. Reduced fees are available from the Court in some circumstances, and it is worth asking before you file.

Your consumer guarantees

Nothing on this page limits the guarantees you have under the Australian Consumer Law, and nothing on this page can. Our software has to be fit for the purpose we sell it for and match how we have described it. If it fails to do that, you are entitled to a remedy, and depending on how serious the failure is that may be a repair, a replacement or a refund, and possibly compensation for reasonably foreseeable loss. Those rights exist whatever this page says.

How a refund is decided

Ask through the form above and choose “I am asking for a refund”. Include your matter code — the six characters in the bar at the top of the wizard, or the full code from the exchange record in your pack — so we can match your payment. Then three things happen, usually within a day or two. We check the payment record for that code. We offer you a short screen-share call so you can show us the problem on your own screen; because your documents never reach our servers, that call is how we see what you are seeing, and it protects your privacy at the same time. And then we act on what we saw: if our software is at fault we fix it and rebuild your documents at no charge, or refund you, whichever you prefer. Where the documents were delivered and are what the tool said they would be, we generally will not refund, and the call is also how we establish that fairly — for both of us. Your rights under the Australian Consumer Law sit above all of this and are not affected.