1. About us

These Appointment Booking Terms & Conditions govern the £25 initial adviser appointment provided by iTrust121 Limited, trading as iTrust Law (“we”, “us” or “our”).

Company number: 16328535

Registered office:
167–169 Great Portland Street,
5th Floor,
London,
W1W 5PF

Email: info@itrust121.com

Telephone: 020 4583 2632

“You” means the person booking the appointment. Where an appointment is booked for two people, the booking confirmation will identify the intended attendees.

2. Purpose of your appointment

Your appointment gives you an opportunity to discuss your circumstances, family arrangements, wishes and potential legacy planning requirements with an adviser.

Depending on your needs, the discussion may concern wills, powers of attorney, trusts, inheritance planning or other services within our service range.

The adviser will discuss relevant options based on the information you provide and identify whether further assessment or specialist input is needed. The appointment does not guarantee that a particular product or arrangement will be suitable for you.

iTrust121 Limited is not a solicitors’ practice or an SRA-regulated law firm. Regulated financial advice and specialist services requiring separate authorisation are not included in this appointment.

3. Your appointment fee

The total appointment fee is £25, including VAT where applicable, payable when booking.

The fee pays solely for your meeting with the adviser.

It does not pay for a written Planning Note, Executive Summary, written recommendations, document preparation, implementation, registration, ongoing administration or third-party services.

Any further service, its price and the applicable terms will be explained separately before you agree to purchase it.

You are under no obligation to purchase further planning.

4. Credit against subsequent planning

If you subsequently purchase planning services from us following your appointment, we will deduct the full £25 appointment fee from the cost of that planning.

The credit applies once against the overall planning charges, rather than separately against each product. It is available only where the appointment fee has been paid and has not been refunded.

The credit is a deduction from planning charges, not a separate cash payment. When applied, the appointment fee forms part of the agreed planning price rather than an additional £25 charge.

If you attend the appointment and decide not to purchase further planning, the £25 remains payment for the meeting. Choosing not to proceed does not, by itself, entitle you to a refund.

Your statutory rights concerning the quality and delivery of the appointment remain unaffected.

5. Booking and confirmation

Before payment, we will provide these terms and explain the appointment fee.

Your appointment contract is formed when you accept these terms, pay the fee and we confirm acceptance of your booking.

We will send a booking confirmation stating the appointment date, time, format and intended attendees, together with a copy of these terms in a form you can save.

Where you request an appointment within your statutory cancellation period, the confirmation will also record your request for early performance and your acknowledgement of when the cancellation right ends.

Any stated appointment duration forms part of your booking.

Reserving the appointment, processing payment and sending booking information do not constitute delivery of the adviser meeting.

6. Appointments for couples

Please tell us when booking if you are considering wills or other planning for both yourself and your partner.

Wherever possible, both people should attend so that the adviser can hear each person’s wishes, explain the options and answer questions from both of you.

Each person must give their own instructions. Attendance together does not authorise either person to make decisions or give consent on behalf of the other.

The adviser may need to speak to each person separately or recommend separate advice where their wishes or interests differ. Please tell us beforehand if you wish to discuss something privately.

Your booking confirmation will explain whether the appointment covers one person or both. Any additional appointment and associated fee must be agreed separately in advance.

7. Attending your appointment

Please be available at the confirmed time and follow the joining instructions provided.

You should supply accurate information and tell the adviser about circumstances that could materially affect the discussion.

If you experience difficulty joining a video meeting or receiving the appointment call, contact us promptly. We will make reasonable efforts to establish contact and accommodate technical difficulties.

We will not treat a failure caused by our systems or adviser availability as your non-attendance.

If you join late, the remaining appointment time may be reduced. Where a meaningful meeting cannot take place, we will discuss rearranging it and explain any applicable charge before a replacement booking is made.

We will not treat an appointment as fully provided merely because its scheduled time has passed.

8. Changing your appointment

Please contact us as soon as possible if you need to change your appointment.

If you give at least 24 hours’ notice, we will transfer your appointment fee to an alternative available appointment without an additional booking charge.

If you give less than 24 hours’ notice, we will consider your circumstances and the available alternatives. Any proposed retention of the fee will be subject to section 9 and your statutory rights.

A request to rearrange is not, by itself, an instruction to cancel the appointment contract. If you wish to cancel rather than rearrange, please make that clear.

9. Cancellation and non-attendance outside statutory cancellation rights

This section applies only where you are not exercising an applicable statutory cancellation right under section 10.

If you cancel or fail to attend, we may retain some or all of the £25 fee only to cover the reasonable loss directly resulting from that cancellation or non-attendance.

We will take reasonable steps to reduce our loss and take account of costs saved or whether the appointment slot is filled by another client.

Any amount retained will not exceed £25. We will explain the basis of the amount retained on request and refund any balance due.

We will not impose an additional missed-appointment or late-cancellation charge under our standard client terms or fee schedule for the same £25 initial appointment.

A replacement appointment may require a new fee where the original fee has properly been retained. Any replacement fee will be explained before you book.

10. Your statutory cancellation rights

If you book as a consumer by telephone or online, you normally have the right to cancel this appointment contract without giving a reason within 14 days after the day the contract is made.

You can cancel by making a clear statement by email, telephone or post using the contact details in section 1.

We recommend email so that both parties have a written record. However, you do not have to cancel in writing or use a particular form.

You may use the optional cancellation form at the end of these terms, but this is not compulsory.

For statutory cancellation, it is sufficient to send your cancellation communication before the cancellation period expires. Cancellation is not conditional on our approving your request.

If you validly cancel during that period before the adviser meeting begins, we will refund the £25 fee in full.

11. Appointment timing and early performance

We normally arrange your appointment within 14 days of booking, at a mutually agreed time.

For consumer bookings made by telephone or online, this will usually fall within your statutory cancellation period. To provide the appointment during that period, we require your express request to proceed early and your acknowledgement that your statutory cancellation right will end once the adviser meeting has been fully provided.

We obtain this request and acknowledgement separately during booking. Payment or acceptance of these terms alone does not remove your cancellation right.

Before the meeting begins

You retain your statutory right to cancel during the cancellation period and receive a full refund of the £25 appointment fee.

After the meeting begins but before it is completed

If you validly exercise your statutory cancellation right, we may charge a proportionate amount for the appointment service actually provided, subject to the applicable legal requirements. Any remaining balance will be refunded.

Once the meeting has been fully provided

Where you expressly requested early performance and acknowledged the consequence, your statutory cancellation right for the appointment ends.

The £25 then remains payment for the meeting, even if you decide not to purchase further planning. Your statutory rights concerning the quality of the service remain unaffected.

Reserving your appointment, processing payment or sending booking information does not constitute delivery of the adviser meeting.

If you prefer not to request an appointment during the cancellation period, we will offer an available appointment after that period expires.

Your request and acknowledgement apply only to the appointment contract. They do not affect cancellation rights for separately instructed planning services.

12. Refunds

Where a refund is due following statutory cancellation, we will make it without undue delay and no later than 14 days after being informed of your cancellation.

Other refunds due under these terms will also be made within 14 days of your cancellation or, where relevant, our cancellation of the appointment.

Refunds will be made using the original payment method unless you expressly agree otherwise. We will not charge a refund administration fee.

Completing an internal review does not extend a statutory refund deadline.

13. Changes or cancellation by us

If we need to change or cancel your appointment, we will contact you as soon as reasonably possible.

You may choose an alternative available appointment or a full refund of the appointment fee.

If an appointment cannot be completed because of a problem attributable to us, we will offer an appropriate replacement appointment without an additional charge or a refund, as appropriate.

Your statutory remedies remain unaffected.

14. Separate terms for planning services

These terms govern only the £25 initial appointment and its booking, payment, attendance, rescheduling and cancellation.

They do not amend, replace or waive our standard Client Terms & Conditions or any existing agreement for separately instructed services.

Booking or attending the appointment does not, by itself, instruct us to prepare a written Planning Note or other document, create liability for a separate Planning Note or implementation fee, authorise further chargeable work, or constitute acceptance of our standard client terms for that further work.

Any further instruction will be agreed separately. Its scope, fees and applicable terms will be explained before you are bound.

The £25 credit described in section 4 affects the amount payable for subsequent planning only. It does not alter the other terms governing that work.

Any consent to early performance of the appointment applies solely to the appointment contract. It does not waive cancellation rights under a separate planning contract.

15. Personal information and confidentiality

We use booking and appointment information to arrange and provide the meeting, communicate with you, process payment and maintain appropriate records.

Our handling of personal information is explained in our Privacy Policy, available at:

www.itrust121.com/privacy-policy

For an appointment involving two people, information discussed jointly will ordinarily be heard by both. Please contact us before the appointment if you need a private discussion or have confidentiality concerns.

16. Complaints and statutory rights

If you are dissatisfied with the booking process or appointment, contact us using the details in section 1. We will address the matter through our complaints procedure.

Nothing in these terms excludes or restricts your statutory rights, including the requirement that services be provided with reasonable care and skill.

17. Applicable law

These terms are governed by the law of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, this does not deprive you of mandatory protections or rights to bring proceedings in the courts of your home jurisdiction.

18. Changes to these terms

The version provided when your booking is confirmed applies to that appointment.

Later website updates do not retrospectively alter your booking without your agreement.