Effective date: 18/01/2026

1. Who we are

1.1. The website https://mckenziefriendfamilycourtsupport.com (the “Site”) is operated by Mckenzie friend family court support (“we”, “us”, “our”). We provide non‑reserved, lay support services as a McKenzie Friend to individuals engaged in family court matters within England and Wales.

1.2. Legal status: We operate as an individual/sole trader.
Contact details:

• Email: mffcsbookings@gmail.com
• Telephone: 07353828174

• Postal address: 16 Frazer Close, Basingstoke, Hampshire, RG24 7JY 

1.3. No regulation by the SRA: We are not a firm of solicitors and are not regulated by the Solicitors Regulation Authority. We do not provide reserved legal activities under the Legal Services Act 2007 (e.g., conducting litigation, exercising rights of audience), unless lawfully permitted and expressly agreed by the court. We provide general support, practical assistance, and non‑legal advice only. If you need legal advice, you should consult a qualified solicitor or barrister.

2. Use of This Website & Acceptance of Terms

2.1. By accessing or using the website, creating an account, or making a booking, you agree to be bound by these Terms and Conditions. If you do not accept these Terms, you must not use the Site.

2.2. These Terms govern your use of the Site, including browsing content, submitting information, creating an account, and making bookings.

2.3. We may update or amend these Terms at any time. The updated version will be posted on the Site, and continued use of the Site after changes are posted constitutes acceptance of the updated Terms.

2.4. You are responsible for ensuring that any person who accesses the Site through your internet connection is aware of these Terms and complies with them.

2.5. The Site is intended for users within the United Kingdom. If you access the Site from outside the UK, you do so at your own risk and are responsible for compliance with any applicable local laws.

3. Your account

3.1. Registration: You may create a booking account to manage appointments, reschedule (subject to the cancellation policy), view invoices, and update your details.

3.2. Accuracy: You must provide accurate, current information and keep it up to date.

3.3. Security: Keep your login details confidential. You are responsible for all activity under your account. Inform us promptly if you believe your account is compromised.

3.4. Eligibility: You must be at least 18 years old to create an account and purchase Services.

3.5. Termination: We may suspend or terminate accounts where there is a breach of these Terms, risk of harm, abusive behaviour, or non‑payment.

4. Services

4.1. Scope: Our Services typically include: practical guidance on court processes, paperwork organisation, signposting to publicly available resources, and quiet assistance in court as permitted by the judge. We do not provide legal advice and cannot act as your legal representative. Any attendance in court is subject to the court’s permission and directions.

4.2. No guarantee of outcome: We do not guarantee any case outcome, court decision, or timeframe.

4.3. Client responsibilities: You remain responsible for your case strategy, decisions, filings, court deadlines, and compliance with court orders. You must provide us with complete and accurate information and sufficient notice for any hearing or document support you require.

4.4. Professional boundaries: We will refuse instructions that are unlawful, abusive, harassing, vexatious, or that create a conflict of interest or risk to safety.

5. Bookings, fees, and payment

5.1. Making a booking: Bookings are made via the Site or by contacting us. A booking is confirmed only when we send a written confirmation (e.g., email/portal) and, where applicable, once payment terms are met.

5.2. Fees: Our current rates and packages are shown on the Site or will be confirmed in writing. Fees may change prospectively. Unless stated otherwise, fees are in GBP and inclusive/exclusive of VAT as applicable (if we are VAT‑registered, we will state VAT separately).

5.3. Payment:

• We may require payment upfront, a deposit, or staged payments.
• We accept the payment methods indicated on the Site.
• Invoices are payable by the due date shown. Late payments may incur reasonable administrative charges and interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 if applicable.

5.4. Expenses: You are responsible for your court fees and third‑party costs (e.g., document printing, travel beyond agreed areas) where agreed in advance.

5.5. Rescheduling & Lateness: We will use reasonable efforts to accommodate rescheduling with adequate notice. If you are late, we may shorten the session accordingly and the full fee may still apply.

6. Cancellations and refunds (No cooling‑off period)

6.1. No cooling‑off period:
By making a booking, you request that we provide services on a specific date and/or at a specific time. Under the Consumer Contracts Regulations 2013, services scheduled for a specific date or time are exempt from the statutory cooling‑off period. Accordingly, we do not offer a cooling‑off period, and you acknowledge that all payments made for future appointments are non‑refundable.

6.2. Non‑refundable payments:
All payments, deposits, and fees made in advance for upcoming appointments are strictly non‑refundable, regardless of the reason for cancellation.

6.3. Rescheduling:
If you contact us at least [insert timeframe] before the scheduled appointment, we will make reasonable efforts to offer an alternative appointment time subject to availability.

• If no alternative date can be agreed, the payment remains non‑refundable.

6.4. No‑shows:
If you fail to attend your appointment for any reason, this will be treated as a missed appointment, and no refund or credit will be issued.

6.5. Our cancellation:
If we must cancel or reschedule due to unforeseen circumstances, we will offer to reschedule or provide a full refund for the affected booking. This is the only circumstance in which refunds will apply.

6.6. Statutory rights:
Your statutory rights under the Consumer Rights Act 2015 remain unaffected.

7. Additional Fees and Travel Expenses

7.1. Additional fees may apply, including but not limited to:

• travel expenses
• mileage
• parking charges
• accommodation (if applicable)
• administration or document‑handling fees

7.2. Any applicable additional fees will be confirmed to you in writing before the service date.

7.3. All travel expenses and additional fees must be paid in full at least 7 days prior to the agreed date of service.

7.4. Failure to pay these fees by the required deadline may result in cancellation of the service, and no refund will be issued in accordance with our non‑refund policy.

7.5. Additional fees arising from late requests or changes may also be chargeable.

8. Behaviour and court etiquette

8.1. You agree to conduct yourself respectfully towards court staff, judiciary, parties, and our personnel. We may withdraw Services if behaviour is abusive, discriminatory, or otherwise inappropriate, with fees due for Services already performed.

8.2. Court permission is required for McKenzie Friend assistance during hearings. You accept that permission is at the court’s discretion and may be limited or withdrawn.

9. Information, confidentiality, and data protection

9.1. Confidentiality: We will keep your non‑public information confidential except where disclosure is required by law, court order, safeguarding concerns, risk of harm, or with your consent.

9.2. Data protection: We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Please see our Privacy Notice and Cookie Policy (available on the Site) for details of what we collect, how we use it, legal bases, retention, your rights, and cookies used.

9.3. Your responsibilities: You must not share others’ personal data with us unless lawful to do so and necessary for the Services. Do not upload sensitive information to the Site unless requested or appropriate.

10. Website use and intellectual property

10.1. IP ownership: The Site and its content (text, logos, graphics, and materials we provide to you) are owned by us or our licensors and are protected by copyright and database rights. You may view, download, and print content for your personal, non‑commercial use in connection with your matter only. You must not reproduce, distribute, or create derivative works without our prior written consent.

10.2. User content: If you upload or submit materials to the Site, you grant us a non‑exclusive licence to use such materials solely for providing the Services. You warrant you have the right to provide such materials and that they do not infringe third‑party rights or contain unlawful content.

10.3. Prohibited uses: You must not misuse the Site, introduce malware, attempt unauthorised access, scrape content, or use the Site for illegal, fraudulent, or harassing purposes.

10.4. Availability: We do not guarantee that the Site, or any content on it, will always be available or be uninterrupted. We may suspend, withdraw, or restrict availability for business and operational reasons.

11. Liability

11.1. No exclusion for serious issues: Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under English law.

11.2. Consumer Services: For consumers, if we fail to provide the Services with reasonable care and skill, you may be entitled to remedies under the Consumer Rights Act 2015.

11.3. Limitations: Subject to clause 11.1, we shall not be liable for:

• loss of profits, revenue, business, goodwill, or anticipated savings;
• indirect or consequential loss;
• losses arising from court decisions, judicial case management, or third‑party actions;
• losses arising from your failure to provide accurate information or to follow reasonable advice or court directions.

11.4. Cap on liability: Subject to clause 11.1, our total aggregate liability arising out of or in connection with the Services or these Terms shall not exceed: the total fees paid by you to us for the specific booking giving rise to the claim (or, for ongoing retainers, the fees paid in the three months preceding the event giving rise to the claim). This cap does not affect your statutory rights.

12. Force majeure

We are not liable for delay or failure to perform due to events beyond our reasonable control (including but not limited to illness, transport failures, strikes, IT outages, or extreme weather). If such events materially affect a booking, we will discuss rescheduling or a refund for the affected portion.

13. Complaints

13.1. We aim to provide a high‑quality service. If you have a complaint, please contact us at mffcsbookings@gmail.com. We will acknowledge within 5 working days and aim to respond within 20 working days.

13.2. As a McKenzie Friend, we are not part of a statutory legal complaints scheme. You may seek independent advice (e.g., from Citizens Advice) regarding your consumer rights and possible Alternative Dispute Resolution (ADR) options.

14. Third‑party links and resources

Links to third‑party websites are provided for information only. We have no control over, and accept no responsibility for, their content or availability.

15.Communications and e‑signatures

You agree that we may communicate with you electronically (email, portal messages) and that electronic signatures and confirmations have the same effect as handwritten signatures to the extent permitted by law.

16.Governing law and jurisdiction

These Terms and any non‑contractual obligations arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction. If you are a consumer resident elsewhere in the UK, you may have the right to bring proceedings in your home jurisdiction.

17. General

17.1. Severability: If any provision is held invalid or unenforceable, the remaining provisions remain in full force.

17.2. No waiver: Failure to enforce any right or provision is not a waiver of that right or provision.

17.3. Assignment: You may not transfer your rights or obligations without our prior written consent. We may assign or transfer our rights and obligations as part of a business reorganisation, provided this does not materially reduce your protections.

17.4. Entire agreement: These Terms, together with any booking confirmation and any written service scope we agree with you, constitute the entire agreement.