AIO Legal Services
Terms of Service
Last update: 14 October 2025
General
1.1. These Terms of Service, together with any Client Care Letter issued by AIO Legal Services, constitute the entire agreement between you and AIO Legal Services in relation to the legal services we provide. In the event of any inconsistency or conflict between these Terms of Service and the Client Care Letter, the Client Care Letter shall prevail, unless it expressly states otherwise.
1.2. AIO Legal Services reserves the right to amend these Terms of Service from time to time to reflect changes in applicable law, regulation, professional obligations, business practices, technology, or any other operational or commercial circumstances. Any amendments shall apply only to instructions accepted after the revised Terms of Service have been published or otherwise notified to you, unless otherwise agreed in writing or required by law.
1.3. In these Terms of Service, references to “we”, “us”, “our”, or “AIO Legal Services” mean AIO Legal Services. References to “you” or “your” mean the individual, business, organisation or other legal entity instructing us, including any person placing an order through our website, by email, by telephone or at our offices.
Service Limitations
2.1. All of our services are based on the law of England & Wales and suitable for parties requesting their legal services based on that law. However, any legal services requested outside the scope of such law shall be determined based on examining each requested service.
2.2. For the purpose of these Terms of Service, you shall be considered a “consumer” if you are purchasing services from our platforms as an individual for personal use unrelated to your trade, business or profession. Conversely, you will be regarded as a “business client” if you are procuring services for purposes connected to your trade, business or profession. Certain provisions apply specifically to consumers, while others pertain solely to business clients. We strongly advise you to carefully review these terms to understand their applicability to your situation.
2.3. If you are acting as a business client, it is your responsibility to ensure that all necessary licences, permits, and authorisations are in place to lawfully and compliantly operate your business activities.
2.4. Our services are provided in accordance with the CILEx code of conduct and accepted industry practices. You confirm that the services meet your requirements unless you notify us in writing to the contrary. Upon delivery, you will have the opportunity to review the services and request any necessary adjustments. In the absence of such a request, you confirm that the services provided are fully satisfactory.
About Us
3.1. Our Legal Status. AIO Legal Services is the trading name of AIO LawPartners (AIO Legal Services) Ltd, a private limited company incorporated and registered in England and Wales under company number 12648485. Our registered office is at 960 Capability Green Business Park, Luton, England, LU1 3PE.
3.2. Contact Details. You may contact us by email at in**@********rs.com or by telephone on 07379 949163. We may also be contacted through our website or any other communication channels that we make available from time to time.
3.3. Professional Status. Legal services provided by AIO Legal Services are carried out or supervised by appropriately authorised legal professionals. The firm is managed by a CILEx Lawyer (CILEx Litigator) holding authorised practice rights and regulated by CILEx Regulation. As an authorised person under the Legal Services Act 2007, the firm’s authorised lawyer is entitled to carry out reserved legal activities within the scope of their authorisation, including the administration of oaths.
3.4. Regulatory Status. AIO Legal Services is not authorised or regulated by the Solicitors Regulation Authority (SRA). Where legal services are provided by individuals regulated by CILEx Regulation, those services are governed by the applicable CILEx Regulation regulatory framework, Codes, Rules, professional conduct requirements and disciplinary arrangements.
3.5. Scope of Regulatory Authorisation. Where any requested legal service falls outside the scope of the firm’s regulatory authorisation or the practising rights of the individual conducting the work, AIO Legal Services shall notify you without undue delay. Where appropriate and subject to your agreement, the relevant work may be referred to or undertaken in collaboration with a suitably authorised legal professional or regulated law firm. Any such arrangement shall be subject to separate terms where required.
3.6. Professional Indemnity Insurance. AIO Legal Services maintains Professional Indemnity Insurance appropriate to the nature and scope of the legal services it provides and in accordance with applicable regulatory and commercial requirements. Details of our insurance cover are available upon reasonable written request.
3.7. Compensation Arrangements. As AIO Legal Services is not authorised or regulated by the Solicitors Regulation Authority, clients are not entitled to protection under the SRA Compensation Fund. However, clients benefit from the firm’s Professional Indemnity Insurance and the regulatory protections applicable to services provided by individuals regulated by CILEx Regulation, together with the firm’s internal complaints procedure and any applicable rights to refer eligible complaints to the Legal Ombudsman.
Our Services
4.1. Scope of Services. AIO Legal Services shall provide legal services only within the scope expressly agreed between us, whether set out in our Scope of Services, Client Care Letter, proposal, quotation or other written instructions accepted by us. Unless expressly agreed in writing, our engagement does not include advice on taxation, financial planning, investment, accounting, auditing, valuation or other non-legal matters, even where such issues arise in connection with the legal services provided. You should obtain independent advice from suitably qualified professionals in relation to such matters.
4.2. Reliance on Our Advice. Any legal advice, opinion, document or other work product prepared by AIO Legal Services is provided solely for your benefit in connection with the specific matter for which we have been instructed. Our advice may not be relied upon by any third party without our prior written consent. We owe no duty of care or liability to any person other than our client, except where such duty cannot lawfully be excluded. You shall not disclose, reproduce or distribute our legal advice or work product to any third party for the purpose of reliance without our prior written consent.
4.3. Third-Party Professionals. Where it is necessary or appropriate for the proper conduct of your matter, AIO Legal Services may, with your authority where required, instruct or engage third parties on your behalf, including solicitors, barristers, advocates, foreign lawyers, expert witnesses, investigators, translators, accountants, financial advisers or other professional advisers. Unless expressly agreed otherwise in writing, such third parties shall be engaged directly on your behalf and their services shall be governed by their own terms of engagement. You shall remain solely responsible for all fees, expenses and disbursements charged by those third parties. Whilst we shall exercise reasonable care in selecting appropriate third-party professionals, AIO Legal Services shall not be responsible for their acts, omissions, advice, negligence or the quality of services provided by them.
4.4. Delays Beyond Our Control. AIO Legal Services shall not be liable for any delay or failure in performing our obligations where such delay or failure results from circumstances beyond our reasonable control. These circumstances include, but are not limited to, delays by courts, tribunals, regulators, government authorities, third-party advisers, experts, witnesses, clients, counterparties, technology providers or any failure by you or another party to provide instructions, documentation, information or cooperation within a reasonable time. Where reasonably practicable, we shall notify you of the delay, explain its likely impact and take reasonable steps to minimise its effect. Provided that we have taken such reasonable steps, we shall not be liable for any loss arising solely from such delay. If the delay materially affects the continued performance or purpose of the engagement, either party may terminate the relevant instructions in accordance with these Terms of Service.
Communications
5.1. Electronic Communications. Unless otherwise agreed, AIO Legal Services will communicate with you using your nominated email address, telephone number or other agreed communication platforms, including WhatsApp and Telegram. We are entitled to rely upon communications, instructions and documents that reasonably appear to originate from your authorised contact details unless we have reason to believe they are unauthorised. Whilst we implement appropriate technical and organisational security measures to protect our communications, electronic communications are inherently susceptible to interruption, interception, corruption, delay and unauthorised access. Accordingly, provided that we have exercised reasonable care, AIO Legal Services shall not be liable for any loss arising from the use of electronic communications that is beyond our reasonable control.
5.2. Delivery of Communications. Although we use appropriate systems to receive and process electronic communications, we cannot guarantee the uninterrupted operation of our email systems, website or third-party communication platforms. Emails or messages may occasionally be delayed, blocked, filtered or rejected due to spam filters, cybersecurity measures, technical failures or circumstances beyond our reasonable control. If you do not receive an acknowledgement or response within a reasonable period, you should contact us using an alternative communication method. AIO Legal Services shall not be liable for any loss resulting solely from such technical failures beyond our reasonable control.
5.3. Office Hours. Our normal business hours are 9:00 a.m. to 8:00 p.m. (Monday to Saturday) and 9:00 a.m. to 4:00 p.m. (Sunday). Communications received outside these hours will ordinarily be dealt with during the next business period. Although members of our team may, at their discretion, respond to communications or undertake work outside normal business hours, no obligation arises to do so, and clients should not assume that out-of-hours communications will receive an immediate response.
5.4. Instructions from Joint Clients. Where we act for more than one individual or entity in relation to the same matter, we may, unless instructed otherwise in writing, provide information to, receive instructions from and communicate with any person identified as an authorised contact in our Client Care Letter or other written instructions, without separately notifying or obtaining confirmation from the other joint clients.
5.5. Authorised Representatives. You may authorise one or more individuals to provide instructions, receive information and communicate with us on your behalf. Any such authority, limitation or withdrawal of authority must be provided to us in writing. Unless notified otherwise, AIO Legal Services shall be entitled to rely upon the authority of the nominated representative(s).
5.6. Equality, Accessibility and Communication Needs. AIO Legal Services is committed to providing legal services that are accessible, inclusive and responsive to the needs of all clients. If you require communications in an alternative format, require reasonable adjustments due to a disability or particular circumstances, or believe that our services could be delivered in a manner better suited to your needs, please inform us. We will consider all reasonable requests and, where practicable and appropriate, implement suitable adjustments in accordance with our Equality, Diversity & Inclusion Policy and applicable legal obligations.
Your Obligations
You agree to:
6.1. Instructions and Information. Provide us with clear, lawful, timely and consistent instructions, and respond promptly to any reasonable request for information or documentation. You shall cooperate fully with AIO Legal Services and with any third parties instructed on your behalf. You warrant that, to the best of your knowledge and belief, all information and documents supplied to us are accurate, complete and not misleading. Unless expressly agreed in writing, we are entitled to rely upon the information you provide and are under no obligation to verify its accuracy or completeness independently.
6.2. Changes to Your Details. Notify us promptly in writing of any changes to your contact details, authorised representatives or any other information relevant to your instructions. AIO Legal Services shall not be responsible for any delay, loss or prejudice resulting from your failure to notify us of such changes within a reasonable time.
6.3. Security of Communications. Take reasonable steps to protect the confidentiality and security of all communications between you and AIO Legal Services, including maintaining appropriate security over your email accounts, devices, passwords and computer systems. You acknowledge that electronic communications carry inherent cybersecurity risks and agree to follow reasonable security practices. Guidance on recognised cybersecurity measures, including password management, is available from the National Cyber Security Centre (NCSC).
6.4. Payment of Fees. Pay all fees, disbursements, expenses and other sums due in accordance with these Terms of Service, the applicable Client Care Letter, invoice, quotation or any other written fee agreement issued by AIO Legal Services.
6.5. Verification of Payment Instructions. To protect against cyber fraud and payment diversion scams, you must independently verify any communication purporting to change our bank account details or payment instructions before transferring any funds. If you receive any email, message or other communication indicating that our payment details have changed, regardless of how authentic it appears, you must contact AIO Legal Services using independently verified contact details, including our published telephone number 07379 949163, before making any payment. AIO Legal Services will never accept responsibility for any loss arising from funds sent to an incorrect or fraudulent account where you have failed to carry out this verification.
6.6. Duty to Inform Us of Material Changes. You shall notify us promptly of any material change in the facts, circumstances or objectives relating to your matter that may affect the legal services we provide. We shall be entitled to rely upon your ongoing instructions and information unless and until you notify us otherwise.
6.7. Compliance with Legal and Regulatory Requirements. You shall not instruct AIO Legal Services to undertake any act that is unlawful, fraudulent, misleading or contrary to applicable legal or regulatory requirements. You acknowledge that we may decline to act, suspend our services or terminate our engagement where we reasonably believe that continuing to act would breach our legal, regulatory or professional obligations.
Fees and Expenses
7.1. Basis of Our Fees. The basis upon which our fees are calculated shall be set out in your Client Care Letter, quotation or other written fee agreement. Unless otherwise agreed in writing, our fees may be calculated on a time-spent basis, a fixed fee basis, a staged fixed fee, a retainer, a success fee where legally permissible, or any combination of these charging methods.
7.2. Hourly Rate Fees
7.2.1. Where fees are calculated on a time-spent basis, time is recorded in units of six minutes (one-tenth of an hour). All work undertaken on your matter, including meetings, telephone calls, correspondence, legal research, drafting, negotiations, travel (where chargeable), preparation and administrative work reasonably required for your matter, shall be recorded and charged at the applicable hourly rate of the individual undertaking the work. Activities lasting less than one unit shall be rounded up to the nearest six-minute unit.
7.2.2. We reserve the right to review and amend our hourly rates periodically to reflect changes in experience, inflation, market conditions, regulatory requirements or the nature, complexity or urgency of your matter. We will provide reasonable written notice before any revised hourly rates apply to future work.
7.2.3. Any estimate, quotation or indication of likely fees, disbursements or expenses provided by AIO Legal Services, whether contained in a Client Care Letter, proposal, email, website or otherwise, is provided solely for budgeting purposes and does not constitute a fixed or binding quotation unless expressly stated in writing. Where circumstances materially change, we reserve the right to revise any estimate and will notify you as soon as reasonably practicable.
7.3. Fixed Fee Arrangements
7.3.1. Where a fixed fee has been agreed, it is based upon the assumptions, scope of work and information available at the time the fee is agreed. If those assumptions subsequently prove to be inaccurate, if the scope of work changes, or if additional work becomes necessary, AIO Legal Services reserves the right to revise the fixed fee or, where appropriate, convert the engagement to a time-spent basis after notifying you in writing. An updated estimate of fees shall be provided before additional chargeable work is undertaken where reasonably practicable.
7.3.2. Unless otherwise agreed in writing, fixed fees apply only to the agreed scope of work and do not include additional advice, negotiations, amendments, hearings, appeals, enforcement proceedings, correspondence beyond the agreed scope or any other additional work requested after commencement of the engagement.
7.3.3. If you terminate our engagement before completion of a matter, we reserve the right to charge for all work undertaken up to the date of termination. Where a fixed fee has been agreed, we may charge the proportion of the fixed fee reflecting the work completed or, where appropriate, our reasonable fees calculated on a time-spent basis. Where you are a Consumer, nothing in this clause shall affect your statutory rights under applicable consumer legislation.
7.3.4. Where AIO Legal Services terminates the engagement in accordance with these Terms of Service, we shall remain entitled to payment for all work undertaken and all disbursements incurred up to the date our retainer ends.
7.4. Taxes, Disbursements and Expenses
7.4.1. You are responsible for paying all reasonable disbursements, third-party fees and expenses incurred on your behalf, including, where applicable, court fees, tribunal fees, barristers’ fees, expert witness fees, translators’ fees, foreign lawyers’ fees, search fees, investigation costs, process server fees, courier charges and other professional or statutory charges. Where practicable, we shall provide an estimate of anticipated disbursements in your Client Care Letter or otherwise notify you before significant costs are incurred.
7.4.2. In addition to our professional fees, we may charge reasonable out-of-pocket expenses incurred in connection with your matter, including travel expenses, accommodation where necessary, postage, courier services, document production, certified copies, banking charges, payment processing fees, overseas transaction costs and any other reasonable expenses incurred in providing the agreed legal services.
7.4.3. Unless expressly stated otherwise, all fees, disbursements and expenses are exclusive of Value Added Tax (VAT). VAT shall be charged at the prevailing rate where applicable.
7.5. Advance Payments and Deposits
7.5.1. Before commencing work, AIO Legal Services may require payment of a deposit, payment on account, staged payments or full payment in advance, depending upon the nature of the engagement. Unless otherwise agreed in writing or required by applicable law, such sums shall be applied towards fees, disbursements and expenses incurred on your matter.
7.5.2. Any deposit described as non-refundable represents consideration for reserving professional time, undertaking conflict checks, client onboarding, compliance procedures, and other preparatory work. It does not limit your statutory rights where you are a Consumer, nor does it prevent any refund required by applicable law.
7.5.3. We reserve the right to suspend work or decline to commence further work where requested payments are not received in accordance with the agreed payment terms.
Our Invoices
8.1. We may issue invoices at such intervals as we consider appropriate, including upon completion of the matter, at agreed milestones, periodically during the course of the engagement, or upon the occurrence of any event specified in the Client Care Letter. We may also issue interim invoices in respect of work undertaken, disbursements incurred or expenses paid on your behalf. Unless challenged in accordance with applicable law, each invoice shall be final in respect of the period to which it relates.
8.2. We may invoice you separately for disbursements, third-party fees and expenses at any time after they are incurred or become payable by us, irrespective of whether our professional fees for the relevant period have already been invoiced.
8.3. You may have a statutory right to apply to the court for an assessment of our fees under the Solicitors Act 1974, where applicable. The applicable time limits and conditions are prescribed by law. Nothing in these Terms affects any statutory right you may have to challenge our invoices.
8.4. Unless otherwise stated in writing, all invoices are due and payable immediately upon receipt. The submission or investigation of a complaint shall not suspend your obligation to pay any undisputed invoice when due, unless otherwise required by law or agreed by us in writing.
8.5. If any invoice remains unpaid after the due date:
Business Clients shall be liable for:
interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, or, where applicable, contractual interest at 7.5% per annum above the Bank of England base rate, whichever is lawfully applicable;
the statutory fixed compensation provided by the Late Payment of Commercial Debts (Interest) Act 1998, where applicable; and
all reasonable costs incurred by AIO Legal Services in recovering the outstanding debt, including legal costs, debt recovery costs and court fees where recoverable.
Consumers shall be liable for interest at 7.5% per annum above the Bank of England base rate from the due date until payment is made in full, provided such interest is fair, reasonable and enforceable under applicable consumer legislation.
Interest shall accrue on a daily basis both before and after judgment until all outstanding sums have been paid in full.
8.6. Unless expressly agreed otherwise in writing, you remain primarily responsible for payment of all fees, disbursements and expenses, irrespective of whether another person, insurer, litigation funder, employer, government body or opposing party has agreed or may become liable to reimburse or pay those costs on your behalf. Any recovery from a third party shall not affect your primary liability to AIO Legal Services.
8.7. Where AIO Legal Services is instructed jointly by two or more clients, each client shall be jointly and severally liable for the payment of all fees, disbursements, expenses, interest and any other sums due under these Terms of Service. We may recover the whole of any outstanding amount from any one or more of the joint clients, regardless of any arrangement between them concerning the apportionment of liability.
Consumer Cancellation Rights (Consumers Only)
9.1. This section applies only to Consumers (as defined in these Terms of Service). It does not apply to Business Clients.
9.2. Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, you have the right to cancel your contract with AIO Legal Services within 14 days of entering into the agreement without giving any reason.
9.3. Unless you expressly request otherwise, we will not commence work during the 14-day cancellation period. If you wish us to begin providing legal services before the expiry of that period, you must make an express request in writing. AIO Legal Services reserves the right to accept or decline such a request at its discretion.
9.4. If you expressly request that we commence work before the expiry of the cancellation period and we agree to do so:
9.4.1. Where the agreed legal services have been fully performed before you exercise your right to cancel, your statutory right to cancel shall cease, and you will not be entitled to a refund.
9.4.2. Where the legal services have been partially performed at the time you exercise your right to cancel, you shall pay AIO Legal Services an amount proportionate to the services supplied up to the date on which you notify us of your decision to cancel.
9.5. You may exercise your right to cancel by giving us a clear written statement of your decision by email to in**@********rs.com or by any other written communication sent to AIO Legal Services. Although you may also contact us by telephone, we may require written confirmation for our records.
9.6. Following a valid cancellation, we shall reimburse all payments received from you without undue delay and, in any event, within 14 days of receiving your notice of cancellation, subject to any lawful deduction for services already provided in accordance with clause 9.4.
9.7. Any refund shall normally be made using the same method of payment used for the original transaction unless otherwise agreed in writing.
Faulty Services (Business Clients Only)
10.1. This section applies only to Business Clients and does not apply to Consumers, whose statutory rights remain unaffected.
10.2. AIO Legal Services warrants that the legal services provided under these Terms shall:
10.2.1. be performed with reasonable care and skill in accordance with the Supply of Goods and Services Act 1982, applicable professional standards and the requirements of the CILEx Code of Conduct; and
10.2.2. substantially conform to the scope of work agreed between the parties at the time the services are completed.
10.3. If you reasonably believe that our services do not comply with clause 10.2, you must notify us in writing as soon as reasonably practicable and, in any event, within seven (7) calendar days after the completion or delivery of the relevant services, providing sufficient details of the alleged defect or deficiency to enable us to investigate the matter.
10.4. Subject to clause 10.3, your sole and exclusive remedy shall be, at our sole discretion, to:
correct the relevant work;
re-perform the affected services;
provide reasonable supplementary work necessary to remedy the defect; or
refund the proportion of the fees reasonably attributable to the defective services.
10.5. AIO Legal Services shall not be liable for any alleged defect or deficiency arising from:
inaccurate, incomplete or misleading information supplied by you or on your behalf;
your failure to provide timely instructions or documentation;
changes in law, regulation or judicial interpretation after the services were provided;
changes to the agreed scope of work;
acts or omissions of third parties;
your use of our advice for purposes other than those for which it was provided; or
any modification of our work by you or any third party without our prior written approval.
10.6. Except as expressly stated in this Agreement, and to the fullest extent permitted by law, AIO Legal Services excludes all warranties, representations, conditions and other terms, whether express or implied by statute, common law or otherwise, including any implied warranties relating to fitness for a particular purpose, satisfactory quality or the achievement of any particular commercial or legal outcome.
10.7. Nothing in this clause excludes or limits any liability that cannot lawfully be excluded or restricted under applicable law.
Faulty Services (Consumers Only)
11.1. This section applies only to Consumers. Nothing in these Terms of Service limits or excludes any statutory rights available to Consumers under applicable consumer protection legislation, including the Consumer Rights Act 2015.
11.2. AIO Legal Services is required to perform its legal services with reasonable care and skill. Where we fail to do so, you may be entitled to the remedies available under the Consumer Rights Act 2015.
11.3. Where our services have not been provided with reasonable care and skill, you may request that we:
repeat or remedy the relevant services within a reasonable time and without significant inconvenience to you; or
where repeat performance is impossible or cannot be carried out within a reasonable time, receive an appropriate reduction in the price paid, which may include a partial or full refund where required by law.
11.4. This section provides a summary of some of your principal statutory rights and is in addition to your cancellation rights set out in Clause 9. It is not intended to replace or limit your statutory rights. Further information regarding consumer rights is available from Citizens Advice or any successor organisation.
11.5. If you believe there is a problem with the legal services we have provided, please notify AIO Legal Services as soon as reasonably practicable, providing sufficient details of your concerns. We will investigate the matter promptly and work with you in good faith to resolve the issue in accordance with our Complaints Handling Policy and your statutory rights.
Liability to Business Clients
12.1. AIO Legal Services maintains Professional Indemnity Insurance appropriate to the legal services it provides. Details of our insurance cover are available upon reasonable written request. The limitations and exclusions contained in this Agreement reflect the allocation of risk between the parties and have been taken into account in determining our fees.
12.2. Nothing in these Terms of Service excludes or limits any liability which cannot lawfully be excluded or limited, including liability for:
12.2.1. death or personal injury caused by negligence;
12.2.2. fraud or fraudulent misrepresentation;
12.2.3. any liability arising under section 2 of the Supply of Goods and Services Act 1982 relating to title and quiet possession; or
12.2.4. any other liability that cannot lawfully be excluded or restricted.
12.3. Subject to clause 12.2, AIO Legal Services shall not be liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:
loss of profit;
loss of revenue;
loss of business opportunity;
loss of contracts;
loss of anticipated savings;
loss of goodwill or reputation;
loss or corruption of data;
business interruption;
loss of management time; or
indirect, special or consequential loss or damage.
12.4. Subject to clauses 12.2 and 12.3, the aggregate liability of AIO Legal Services arising out of or in connection with the legal services shall not exceed the lower of:
the amount of Professional Indemnity Insurance available in respect of the relevant claim; or
250% of the professional fees actually paid by you under the relevant Client Care Letter,
unless a different liability cap has been expressly agreed in writing.
12.5. AIO Legal Services shall not be liable for:
any loss arising from inaccurate, incomplete or misleading information supplied by you or on your behalf;
any act or omission of third parties not under our control;
any delay attributable to courts, tribunals, regulators or public authorities;
changes in law, judicial interpretation or regulatory guidance occurring after our advice has been provided;
your failure to follow our legal advice;
your use of our advice for purposes other than those for which it was prepared; or
any loss that could reasonably have been avoided by taking appropriate mitigating action.
12.6. If you intend to bring a claim arising out of our services, you should notify us in writing as soon as reasonably practicable after becoming aware of the circumstances giving rise to the claim, providing reasonable details to enable us to investigate the matter. Nothing in this clause limits any statutory limitation period applicable to such claims.
12.7. Except where expressly agreed in writing, our legal advice is provided solely for the benefit of the client identified in the Client Care Letter. No other person shall acquire any rights or be entitled to rely upon our advice without our prior written consent.
12.8. The exclusions and limitations contained in this clause shall survive the completion or termination of our engagement and shall continue to apply to the fullest extent permitted by law.
Liability to Consumers
13.1. This section applies only to Consumers. Nothing in these Terms of Service limits or excludes any statutory rights or remedies available to Consumers under applicable law, including the Consumer Rights Act 2015.
13.2. If AIO Legal Services breaches this Agreement or fails to exercise reasonable care and skill in providing the legal services, we shall be liable for loss or damage that is reasonably foreseeable as a direct result of that breach. Loss or damage is foreseeable if it is an obvious consequence of our breach or if, at the time the Agreement was entered into, both you and AIO Legal Services knew that such loss or damage was a likely consequence of the breach.
13.3. We shall not be liable for:
loss or damage that was not reasonably foreseeable;
loss or damage caused by your failure to provide accurate or complete information or instructions;
loss arising from your failure to follow our legal advice or recommendations;
loss resulting from events beyond our reasonable control;
loss attributable to the acts or omissions of third parties not under our control; or
any loss suffered in connection with your trade, business, craft or profession where you are acting otherwise than as a Consumer.
13.4. Nothing in these Terms of Service excludes or limits our liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
any breach of your statutory rights under the Consumer Rights Act 2015; or
any other liability that cannot lawfully be excluded or limited.
13.5. Subject to clause 13.4 and to the fullest extent permitted by law, AIO Legal Services shall not be liable for any indirect or consequential loss where such exclusion is lawful and does not prejudice your statutory rights as a Consumer.
13.6. Nothing in this Agreement is intended to exclude or restrict any remedy available to you under applicable consumer protection legislation.
Termination of Agreement
14.1. Termination by You. You may terminate our engagement at any time by giving AIO Legal Services written notice. Unless otherwise agreed in writing or required by law, termination shall not affect your obligation to pay all fees, disbursements, expenses and any other sums properly incurred or payable up to the effective date of termination.
14.2. Termination by AIO Legal Services. We may suspend or terminate our engagement immediately or on reasonable written notice where we have reasonable grounds for doing so. Such grounds include, but are not limited to:
your failure to comply with our client due diligence or anti-money laundering requirements;
your failure to provide timely, accurate or complete instructions or information;
non-payment of our invoices or failure to make payments on account when due;
a breakdown in the relationship of trust and confidence necessary for us to continue acting;
the existence or emergence of a conflict of interest;
circumstances giving rise to professional, ethical or regulatory obligations requiring us to cease acting;
instructions requiring us to act unlawfully, improperly or contrary to our professional duties;
a material change in the legal, factual or commercial circumstances of the matter;
your insolvency, bankruptcy, liquidation or other insolvency-related event; or
any other circumstance in which it would be unreasonable, unlawful or professionally inappropriate for us to continue acting.
Where reasonably practicable and consistent with our legal and regulatory obligations, we shall provide you with reasonable written notice before terminating our engagement.
14.3. Outstanding Fees and Post-Termination Costs. Upon termination, you shall remain liable for all professional fees, disbursements, expenses and other charges properly incurred up to the date our engagement ends. You shall also be responsible for any reasonable costs incurred after termination that are necessary to conclude the retainer, comply with legal or regulatory obligations, transfer your file, respond to third-party enquiries relating to your matter or otherwise protect your interests.
14.4. Retention of Papers and Documents. Subject to applicable law, regulatory requirements and any overriding professional obligations, AIO Legal Services reserves the right to retain documents, files and other materials relating to your matter until all outstanding fees, disbursements, expenses and other sums due have been paid in full. Nothing in this clause limits your rights under applicable data protection legislation or prevents the firm from complying with any legal or regulatory obligation.
14.5. File Transfer and Transitional Assistance. Following termination, we may, at our discretion, provide reasonable assistance to facilitate the orderly transfer of your matter to another legal adviser, including the transfer of papers, responding to reasonable enquiries and providing information relating to work previously undertaken. Unless required by law or professional regulation, such assistance may be subject to our reasonable fees and the prior settlement of any outstanding invoices.
14.6. Cessation of Responsibilities. Unless otherwise agreed in writing, AIO Legal Services’ responsibility to advise or act on your behalf shall cease immediately upon termination of the engagement. Following termination, we shall have no obligation to advise you of future legal developments, monitor limitation periods, attend hearings, comply with procedural deadlines or take any further action in relation to your matter. It is your responsibility to ensure that alternative legal representation is obtained where necessary.
Intellectual Property and File Retention
15.1. Intellectual Property. Unless otherwise agreed in writing, all intellectual property rights in AIO Legal Services’ templates, precedents, drafting methodologies, know-how, systems, internal processes, software, databases, training materials and other proprietary materials shall remain the exclusive property of AIO Legal Services or its licensors.
15.2. Upon payment in full of all fees, disbursements and expenses due, you are granted a non-exclusive, non-transferable and perpetual licence to use the legal advice, documents and other work product prepared specifically for you solely for the purpose for which they were created. Unless required by law or expressly authorised by AIO Legal Services in writing, you shall not reproduce, publish, sell, license, commercially exploit, modify or distribute our work product for any other purpose or permit any third party to rely upon it without our prior written consent.
15.3. Nothing in these Terms transfers ownership of AIO Legal Services’ intellectual property, proprietary rights, precedents, templates or methodologies. The preparation or delivery of legal documents for your matter shall not constitute an assignment of our underlying intellectual property rights.
15.4. File Retention. Subject to applicable law, regulatory requirements and our Records Management Policy, AIO Legal Services may retain your file, documents and other materials for such period as we reasonably consider necessary to comply with our legal, regulatory, insurance and professional obligations. Following the expiry of the applicable retention period, we may securely destroy or permanently delete those materials without further notice, unless we are required by law to retain them for a longer period.
15.5. If you require the return of original documents, you should notify us in writing before the expiry of the applicable retention period. We may retain copies where necessary to comply with legal, regulatory, insurance or professional obligations.
15.6. Unless otherwise agreed, any costs associated with retrieving archived files, producing additional copies of documents or returning original documents after completion of the matter may be charged at our prevailing rates together with any reasonable delivery or administrative costs.
Data Protection and Privacy
16.1. AIO Legal Services processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all other applicable data protection legislation. Further information regarding how we collect, use, store, disclose and protect personal information is contained in our Privacy Policy, which forms part of our wider governance framework and is available on our website.
16.2. In the course of providing legal services, we may collect and process personal data, including special category personal data and, where permitted by law, criminal offence data, where such processing is necessary for the performance of our contract with you, compliance with legal or regulatory obligations, the establishment, exercise or defence of legal claims, the provision of legal advice, or any other lawful basis recognised under applicable data protection legislation.
16.3. Where the processing of personal data is based upon your consent, you may withdraw that consent at any time. Withdrawal of consent shall not affect the lawfulness of processing carried out before the withdrawal takes effect. Where the withdrawal of consent prevents AIO Legal Services from continuing to provide the requested legal services or from complying with its legal or regulatory obligations, we may suspend or terminate our engagement in accordance with these Terms of Service.
16.4. Subject to applicable law, we may occasionally send you legal updates, newsletters or information regarding our legal services where we are entitled to do so under the Privacy and Electronic Communications Regulations 2003 (PECR) and the UK GDPR. You may opt out of receiving such communications at any time by following the unsubscribe instructions provided or by contacting us directly. We do not sell or disclose your personal data to third parties for their independent marketing purposes.
16.5. Your personal data may be stored or processed using secure systems located within the United Kingdom or other jurisdictions that provide an appropriate level of protection for personal data. Where personal data is transferred internationally, AIO Legal Services shall ensure that appropriate safeguards are implemented in accordance with the UK GDPR and applicable data protection legislation.
16.6. We may disclose your personal information where reasonably necessary for the provision of legal services or to comply with legal, regulatory or professional obligations. This may include disclosure to courts, tribunals, barristers, solicitors, foreign lawyers, expert witnesses, government authorities, regulators, law enforcement agencies, professional advisers, professional indemnity insurers, approved service providers, or other parties involved in your legal matter. We may also disclose information where required under anti-money laundering legislation, sanctions legislation, court order or other legal obligation.
16.7. Where we act jointly for more than one client, you acknowledge that information relevant to the joint retainer may be shared with the other joint client(s) unless otherwise agreed or prohibited by law or professional obligations. We may also disclose information to our insurers, auditors, regulators or professional advisers where reasonably necessary for risk management, insurance, regulatory compliance or the defence of legal or regulatory proceedings.
16.8. We shall retain client files and personal data for such period as is necessary to comply with our legal, regulatory, professional and insurance obligations and in accordance with our Records Management and Data Retention Policies. Following the expiry of the applicable retention period, we may securely destroy or permanently delete documents and personal data unless continued retention is required by law.
16.9. You may exercise your rights under applicable data protection legislation, including the right to request access to your personal data, request rectification, erasure, restriction of processing, data portability or object to processing where applicable. Requests should be submitted to in**@********rs.com, and we will respond in accordance with applicable legal requirements.
16.10. If you are dissatisfied with the way in which AIO Legal Services processes your personal data, you should contact us in the first instance so that we have the opportunity to address your concerns. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe that we have processed your personal data unlawfully.
16.11. In the event of a personal data breach, AIO Legal Services shall respond promptly in accordance with its Data Breach Response Procedures and applicable data protection legislation. Where required by law, we shall notify the Information Commissioner’s Office and affected individuals without undue delay and take appropriate steps to investigate, mitigate and remediate the effects of the breach.
Anti-Money Laundering, Counter-Terrorist Financing and Sanctions Compliance
17.1. AIO Legal Services is subject to the Proceeds of Crime Act 2002, the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017, the Terrorism Act 2000, the Sanctions and Anti-Money Laundering Act 2018, and other applicable anti-financial crime legislation. We are legally required to implement measures designed to prevent money laundering, terrorist financing, proliferation financing and breaches of financial sanctions. Accordingly, we are required to undertake customer due diligence, verify the identity of our clients, assess financial crime risks and, where appropriate, establish the source of funds and source of wealth relating to the legal services we provide.
17.2. Before commencing work, and at any time during our engagement where required by law or our internal policies, we may require you to provide information and documentation to verify your identity, residential or business address, beneficial ownership, source of funds, source of wealth, corporate structure or any other information necessary to satisfy our legal and regulatory obligations. We may also use reputable electronic verification systems, sanctions screening tools, publicly available registers and third-party verification providers to carry out these checks. You authorise us to undertake such enquiries where reasonably necessary for compliance purposes.
17.3. You must provide all requested information and documentation promptly, accurately and completely. We reserve the right to refuse to accept instructions, suspend work, delay the provision of legal services or terminate our engagement where we are unable to complete the required customer due diligence, sanctions screening or other compliance procedures, or where you fail to provide the requested information within a reasonable time. AIO Legal Services shall not be liable for any loss, delay or additional costs arising from compliance with its legal or regulatory obligations or from your failure to provide the necessary information or documentation.
17.4. Where AIO Legal Services knows, suspects or has reasonable grounds to suspect that money laundering, terrorist financing, sanctions evasion or any other financial crime has occurred or may occur, we may be required by law to make disclosures to the National Crime Agency (NCA), the Office of Financial Sanctions Implementation (OFSI) or another competent authority. In such circumstances, we may be prohibited from informing you that a report has been made or that an investigation is being undertaken. Where required by law or considered necessary to comply with our legal or regulatory obligations, we may suspend or terminate our engagement without providing further explanation.
17.5. Any personal information obtained for anti-money laundering, counter-terrorist financing or sanctions compliance purposes shall be processed in accordance with applicable data protection legislation and our Privacy Policy. We shall retain records of customer due diligence and related compliance documentation for the period required by applicable law and our Records Management Policy.
Complaints and Concerns Procedure
18.1. If at any point during our engagement, you have concerns or wish to lodge a complaint regarding the services we are providing, we encourage you to raise the matter directly with the individual handling your case. Prompt communication often allows for swift resolution and clarification of any issues that may arise.
18.2. If you feel uncomfortable discussing your concerns with the person handling your matter or if the issue remains unresolved, you may escalate the matter by contacting our firm directly via email at in**@********rs.com. Upon receipt, we will promptly initiate our internal complaints investigation process. This involves an impartial review of your concerns by a senior member of the firm who is not directly involved in your matter. Within eight weeks, we will issue a formal written response outlining our findings and suggested resolution. If you remain dissatisfied with the outcome, we will also provide guidance on how you can escalate your complaint further.
18.3. Should you feel that we have not resolved your complaint to your satisfaction, you may refer the matter to the Legal Ombudsman. Complaints to the Legal Ombudsman must typically be made within six months of receiving our final written response, and either:
Within one year from the date of the act or omission giving rise to the complaint, or
Within one year from the date on which you first became aware of the issue.
You can contact the Legal Ombudsman via:
Email:en*******@****************rg.uk
Telephone:0300 555 0333
Postal address:PO Box 6806, Wolverhampton, WV1 9WJ
More information is available on their website: https://www.legalombudsman.org.uk/make-a-complaint/.
18.4. If your complaint relates to the professional conduct of an individual authorised by CILEx or another regulatory body, you may refer the matter to CILEx Regulation. However, since AIO Legal Services is not a regulated firm, complaints against the firm itself or its unauthorised personnel cannot be directed to CILEx or the Solicitors Regulation Authority (SRA) unless those individuals are under the supervision of a regulated solicitor.
18.5. In certain circumstances, we may agree to engage with an Alternative Dispute Resolution (ADR) scheme to handle complaints regarding our services. Available ADR bodies include ProMediate and Small Claims Mediation, which specialise in resolving disputes out of court. Should we determine that ADR is an appropriate course of action, we will notify you and provide further information on how to proceed with the selected ADR scheme.
Confidentiality and Legal Professional Privilege
19.1. AIO Legal Services owes its clients a duty of confidentiality in relation to all information acquired during the course of providing legal services, subject to applicable law, regulatory obligations and the terms of this Agreement. Where applicable, communications between you and AIO Legal Services may also be protected by legal professional privilege. As legal professional privilege belongs to the client, it may be lost or waived if privileged communications are disclosed to third parties or otherwise cease to remain confidential. We therefore recommend that you exercise caution when discussing your legal matter with anyone outside our engagement.
19.2. In order to provide legal services efficiently, AIO Legal Services may disclose confidential information on a strictly need-to-know basis to its directors, consultants, employees, contractors, counsel, foreign lawyers, expert witnesses, professional advisers, approved service providers and other persons engaged in connection with your matter. All such persons are subject to appropriate contractual, professional or legal obligations of confidentiality.
19.3. By instructing AIO Legal Services, you authorise us to use and disclose confidential information where reasonably necessary for the purpose of:
providing the agreed legal services;
obtaining specialist legal or professional advice relating to your matter;
instructing barristers, advocates, foreign lawyers, experts or other professional advisers;
conducting conflict of interest checks;
complying with our legal, regulatory, professional, insurance or audit obligations;
complying with court orders or the lawful requirements of regulators, law enforcement agencies or other competent authorities;
complying with anti-money laundering, counter-terrorist financing or financial sanctions legislation;
recovering unpaid fees or enforcing our legal rights; or
defending the firm, its personnel or its insurers against any complaint, claim, disciplinary proceedings or legal proceedings arising from our engagement.
19.4. Where disclosure of confidential information becomes necessary in connection with legal proceedings, regulatory investigations, disciplinary proceedings, insurance matters or the defence of any actual or potential claim against AIO Legal Services, we may disclose such information only to the extent reasonably necessary and in accordance with our legal, regulatory and professional obligations.
19.5. In the event of a merger, acquisition, corporate restructuring, transfer of business, insolvency or similar corporate event affecting AIO Legal Services, client information may be transferred or disclosed to successor entities, insolvency practitioners, administrators, insurers or other authorised persons where necessary to facilitate the continued administration of client matters or to comply with legal or regulatory obligations. Any such disclosure shall remain subject to applicable duties of confidentiality and data protection legislation.
19.6. The obligations contained in this clause shall continue after the completion or termination of our engagement for so long as required by law, professional obligations or the continuing existence of confidential or legally privileged information.
20. Conflicts of Interest
20.1. AIO Legal Services is committed to maintaining the highest standards of professional independence, integrity and client confidentiality. We will not accept or continue instructions where doing so would give rise to an actual conflict of interest or a significant risk of a conflict of interest, unless permitted by applicable law, professional rules and regulatory requirements.
20.2. Before accepting your instructions, and at appropriate stages throughout our engagement, we shall undertake conflict of interest checks using our client and matter management systems. These checks are designed to identify any actual or potential conflicts of interest or issues affecting our ability to act independently and in the best interests of our clients.
20.3. If, before or during the course of our engagement, we identify an actual or potential conflict of interest or any other circumstance that may prevent us from continuing to act, we shall assess the matter in accordance with our legal, regulatory and professional obligations. Where appropriate, we shall notify you and determine whether the conflict can be managed lawfully through appropriate safeguards or whether we are required to decline or cease acting for one or more clients.
20.4. You agree to provide complete and accurate information necessary to enable us to undertake conflict checks and shall notify us promptly if you become aware of any relationship, transaction or circumstance that may give rise to an actual or potential conflict of interest. Failure to disclose relevant information may result in delays, suspension of our services or termination of our engagement where continuing to act would be inconsistent with our legal or regulatory obligations.
20.5. Where we are required to cease acting because of a conflict of interest or other professional obligation that arises through no fault of AIO Legal Services, you shall remain responsible for all fees, disbursements and expenses properly incurred up to the date our engagement ends.
21. Force Majeure
21.1. AIO Legal Services shall not be liable for any delay, failure or inability to perform any of its obligations under these Terms of Service where such delay or failure results from circumstances beyond its reasonable control (“Force Majeure Event“). A Force Majeure Event includes, but is not limited to:
acts of God, flood, fire, storm, earthquake or other natural disasters;
war, terrorism, civil unrest, riots or armed conflict;
epidemics, pandemics or public health emergencies;
acts of government, changes in law, sanctions, regulatory restrictions or court orders;
industrial disputes, strikes or labour shortages;
failure or interruption of utilities, telecommunications, internet services or other critical infrastructure;
cyberattacks, ransomware, malicious software, denial-of-service attacks or other significant cybersecurity incidents;
failures of third-party service providers, cloud platforms or technology suppliers;
delays by courts, tribunals, government authorities or regulatory bodies; or
any other event beyond our reasonable control that prevents or materially hinders the performance of our obligations.
21.2. Where a Force Majeure Event occurs, AIO Legal Services shall use reasonable endeavours to minimise its impact and resume normal performance as soon as reasonably practicable. Where appropriate, we shall notify you of any material delay or disruption affecting your matter and keep you informed of significant developments.
21.3. During the continuance of a Force Majeure Event, AIO Legal Services may suspend the performance of all or part of its obligations for the duration of the event without incurring liability for any resulting delay or non-performance.
21.4. Neither party shall be liable to the other for any loss, damage, expense or delay arising solely as a consequence of a Force Majeure Event, provided that the affected party has taken reasonable steps to mitigate its effects.
21.5. If a Force Majeure Event continues for a continuous period of 60 days, or for such longer period as the parties may agree in writing, either party may terminate the affected engagement by giving written notice to the other. Any such termination shall be without prejudice to the rights and obligations accrued before the effective date of termination, including your obligation to pay all fees, disbursements and expenses incurred up to that date.
22. Independent Professional Judgment
22.1 AIO Legal Services is required to exercise its independent professional judgment at all times in accordance with applicable law, the Legal Services Act 2007, the CILEx Regulation Code of Conduct, and all other relevant legal, regulatory and professional obligations.
22.2 Nothing in these Terms of Service, the Client Care Letter or any instruction given by you shall require AIO Legal Services or any individual acting on its behalf to act unlawfully, dishonestly, improperly, unethically, or in a manner that is inconsistent with our professional duties or the proper administration of justice.
22.3 We reserve the right to decline any instruction, refuse to undertake any particular course of action, suspend the provision of legal services, or terminate our engagement where we reasonably believe that:
compliance with your instructions would breach applicable law, regulation or professional obligations;
the requested course of action is frivolous, vexatious, abusive or otherwise amounts to an abuse of legal process;
the information or documentation provided is false, misleading or materially incomplete;
continuing to act would expose AIO Legal Services or its personnel to unacceptable legal, regulatory, financial, reputational or professional risk;
a conflict of interest, confidentiality obligation or other professional restriction prevents us from continuing to act; or
continuing the engagement would otherwise be inconsistent with our duty to the court, a regulator, another client or the wider public interest.
22.4 Where it is lawful and reasonably practicable to do so, we shall explain the reasons for our decision. However, where disclosure would breach legal professional privilege, confidentiality obligations, anti-money laundering legislation, financial sanctions legislation, regulatory requirements or any other legal restriction, we may decline to provide further details.
22.5 The exercise of our independent professional judgment under this clause shall not constitute a breach of these Terms of Service and shall not give rise to any liability on the part of AIO Legal Services. Where we suspend or terminate our engagement under this clause, you shall remain responsible for all fees, disbursements and expenses properly incurred up to the effective date of suspension or termination, together with any reasonable costs incurred in concluding or transferring your matter.