FAQ


The Legal Review Process


Using the Service


General Information


Payments and Refunds



What makes the NelsonsOnline service different from other online legal services?

Most online legal services provide you with an “off-the-shelf” legal document that will be relatively inflexible to your particular circumstances. NelsonsOnline will provide you with legal documents tailored to your specific circumstances.

Our service is driven by groundbreaking technology, Rapidocs®, which guides you through the whole process of giving us the information we need to create your document. No technical hurdles, no legal jargon - just straightforward questions with clearly presented explanations.

The Legal Review Process

Is a real lawyer used in every case?

Yes. Every document produced through NelsonsOnline which is subject to a legal review is reviewed by our in-house lawyers. If your matter is more complex and further face-to-face interaction with us is required, your lawyer will get in touch with you.

Does it matter where I live?

No. Even if you don’t live near a Nelsons office, you can use our online services and interact with us over the telephone or via email.

I'd like to speak to someone about NelsonsOnline before I proceed, is this possible?

Absolutely. Just click on Contact us.

What happens if my case is more complex and requires further assistance?

Your assigned solicitor will advise you if this is the case, and arrange to engage with you by telephone or face-to-face, to make sure your matter is dealt with in the most appropriate manner. They will provide you with a quote for any additional services that are required.

Can I contact the lawyer dealing with my legal issue?

Some services are restricted to advice only by email; others may include telephone advice. This is outlined in the description on the service at the time of purchase.

If your service included legal review, you can contact your appointed soilictor once logged in through the 'My Services' area of the system. Please also refer to any emails you might have received when you purchased the service - most notably the Terms and Conditions of service.

It doesn’t seem like my matter can be handled by a fixed-fee document service, can you still help me?

Yes. Click on Take on My Case and tell us a bit about your case. We will then advise if we can help with your issue, and will contact you to discuss the details, including how much we would charge you.

What happens if my document turns out to be more complicated than I envisaged?

Whilst we advertise all our services as fixed price, there is only so much lawyer time that we can provide in any one service. If you require a document that needs more bespoke drafting than we envisaged for the fixed price, you will be quoted a fixed fee or hourly rate to have the document completed to your exact requirements. Alternatively, your solicitor may advise you how far we can go to meet your requirements within the fixed price you have already paid.

Can I buy further legal support?

If you require a document that needs more bespoke drafting than we envisaged for the fixed price, you will be quoted a fixed fee or hourly rate to have the document completed to your exact requirements.

I’ve been told that you can’t act for me, why is that?

The most likely situation is that we have a conflict of interest.

Using the Service

Which web browser do I need?

The minimum browser requirements for creating documents on the website are Internet Explorer version 6.0 and above or Mozilla Firefox version 2.0 and above.

Why doesn’t the document open in my browser?

If this happens, call our technical support helpline

What is the difference between 'My Account', 'My Services' and 'My Documents'?

  • My Account: Contains the personal details you entered when you registered on the website. From this section of the site you are able to view and/or amend any of these details.
  • My Services: Contains an overview of services you have purchased.
    • Summary: An overview of new documents, documents in progress, documents with the law firm for approval, and those already approved by a law firm.
    • My Templates: Here you can start to create new legal documents based on the legal templates you have purchased.
    • My documents: This screen displays all system folders and folders created by you in which your documents are stored.
      • Free trials – documents you have created but not yet purchased
      • With lawyer – documents currently with our lawyers for review
      • Returned from lawyer – documents already reviewed by our lawyers and requiring further action from you
      • Approved – documents reviewed and approved by our lawyers
      • Bin – documents you have discarded (these will be deleted permanently after 30 days)
      • Other named folders – these are folders you have created and named

How can I see which documents I’ve tried, and which ones I’ve bought?

When logged in, click on the ‘My services’ link, followed by ‘My documents’. From this screen you are able to see any documents you have previously tried but not yet purchased. They will be stored in the ‘Free trials’ folder.

After clicking on a document you have the ability to purchase it, after which it will automatically be moved to your ‘In progress folder’.

How do I retrieve information on a document service I have started?

Click on the ‘My services’ link when logged in. Here you can track the progress of any service, whether it’s not yet started, in progress or complete.

Can I create multiple versions of the same document?

If you have purchased one of our services, you can generally create a copy of a document from the ‘My documents’ section of the website – see the document options.

However, most services on the NelsonsOnline site are sold with an accompanying legal review, so in these instances you will not necessarily be able to create further copies. You will only ever be able to submit further copies for legal review if the product you have purchased includes this option.

What happens when my document is reviewed and complete?

You will receive an email advising you that your document is complete. The email will either have an attachment with the finished document, or a link to the website to collect the document from the ‘My services’ section.

How do I print my document?

Once you have logged into the website, visit the ‘My documents’ section of the website and open the folder containing the document. Displayed on the right hand side should be all the documents contained within the folder you have opened. After expanding the document options, select ‘Print preview’. This will open the document as a PDF file from which you can directly print a copy.

What is Rapidocs®?

Rapidocs® is an intelligent document automation technology which works by asking you a series of easy-to-answer questions. Based on your answers to these questions your document is tailored to your circumstances. Each question is accompanied by explanatory notes designed to provide you with the information needed to answer the question correctly. Further guidance and legal information is available in the accompanying, comprehensive user notes.

I don’t understand what a question means or is referring to.

Next to each question is a small '?' (question mark) icon that you can click on. A small pop-up window appears containing an explanation of the question and often providing an example. You can hide this explanation by again clicking once on the icon.

I have a red asterisk next to a questions group after completing my document.

If you have a red asterisk next to a questions group, this shows that you have missed a question. It could be possible that this was intentional. However, you should double-click on the question group to view the incomplete question and make sure that this omission was intentional.

General Information

What is the difference between quick registration and full registration?

A quick registration (email address and password) will enable you to start creating a document; however, you will not be able to purchase and complete (view fully and print) creating your document without supplying the extra details that are required for a full registration.

What is the difference between a document and a pack?

  • A document will give you just that – one legal document or letter and normally an associated legal review
  • A pack is a number of related documents that are sold together, for example, those needed to complete a Divorce procedure.

Can I reuse my documents?

It depends on the service you have bought, but not usually. When you purchase a document from NelsonsOnline you are buying a service that consists of the creation of a single instance of that document together with a review and amendment of that document by a legal professional. This is a single transaction, and although with some purchases – most notably packs of letters - you may be able to create multiple versions of a document, for any service that includes legal review this will not be the case.

How do I contact you?

Just select the Contact us link that appears on most pages of the website.

How can I try out your service?

All our document creation services have a link to allow you to “Try before you buy”. ‘Try before you buy’ enables you to start a document without initially paying, and creates the document for you as you answer a series of questions. You can complete the document, but certain sections of the text will be obscured from view.

Furthermore, you won’t be able to save or print the document, or have it reviewed by a lawyer until the payment process has been completed. You are unable to save the information you have entered without using our quick registration procedure to set up a user account, though this is also completely free.

How do I find a document creation service?

There are several ways to search for services on the website:

  • Search by entering a related keyword into the Search box
  • Browse for services that are listed throughout the pages of the website's law guide
  • Pick from the most popular, or related documents list, that are presented throughout the website

I cannot find the document I need to create...

Our legal content team are continually developing new and improved services. If a document you require is not listed in category pages, please email our support team who will advise if there is an alternative that is suitable for you, or if there are plans to release an appropriate service in the near future.

How are documents created?

Your documents are created with the help of our intelligent document automation technology, which asks you a series of easy-to-answer questions that tailor themselves to your circumstances.

Each question is accompanied with explanatory notes designed to provide you with the information needed to answer the question correctly. Further guidance and legal information is available in the accompanying comprehensive user notes.

Your document may then either be created for you instantly, or (more normally) your answers can be submitted to our lawyers who will complete your document and return it to you for review.

You can use ‘Try before you buy’ if you want to try out a document before committing any money. Alternatively, if you have already purchased the document, just select the ‘My Templates’ folder in the ‘My Services’ area of the website, then select the Start document button. The information you enter will be stored securely online, allowing you to access and complete the questionnaire at any time. Documents are stored in appropriate folders for easy management and retrieval.

Can I obtain a VAT invoice?

A VAT invoice is sent out by email for every document or pack purchased.

Can I create documents in Microsoft Word and forward them to the legal team for review?

Unfortunately the legal team are unable to receive documents for review that have not been completed and returned for checking in Rapidocs® (*.rap) format. Exchanging information in this format is key to be able to offer you affordable, high quality legal services online. If you wish to have a law firm advise on a matter at an hourly rate, then use our Take on my case feature. In order to send a document you are creating using Rapidocs® to the legal team; select ‘Send for review’ from the website.

Payment and Refunds

How do I pay?

We accept all major debit and credit cards, and payment is made via our secure payment server.

How do I get a refund?

Please go to Contact us, and either telephone, email or write to us.

How does the refund process work?

If you are entitled to a refund, the appropriate funds will be transferred back to the credit/debit card used for the original payment.