Purchase, Cancellation and Refund Policy

Last updated: 2 November 2026

This policy explains how cancellations and refunds work when you purchase a WillWay will. WillWay is the trading name of Wellevia Limited (company registration number 16553905). Registered office: Suite A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE.

Our aim is to deal with cancellations and refund requests fairly and transparently. Nothing in this policy affects any statutory rights you may have as a consumer.

1. Before you purchase

You are not charged for completing the Willway eligibility checker or questionnaire.

If your circumstances fall outside the scope of the Willway service, you will be told before payment is requested. You will not be charged.

You can leave the questionnaire before placing an order without incurring any charge.

2. Your right to cancel

If you purchase online as a consumer, you will generally have a statutory right to cancel your contract within 14 days of placing your order, without giving a reason.

To exercise this right, you must tell us clearly that you wish to cancel. You can do so by emailing us at hello@willway.uk.

Please include your name, order number and the email address used when placing the order.

You do not have to use a particular form or give a reason for cancelling.

If you ask us to start work immediately

Willway is a made-to-order service. We understand that you may not want to wait 14 days for us to begin preparing your will.

If you ask us to start work during the 14-day cancellation period, we will ask you to give express consent to this.

If you subsequently cancel after work has started but before the service is fully completed, you may be required to pay an amount proportionate to the work carried out up to the point you tell us you wish to cancel, provided the legal requirements for this have been met.

Once the service has been fully performed, your statutory right to cancel the service will end only where you expressly requested that we begin during the cancellation period and acknowledged that you would lose that right once the service was fully performed.

This does not remove any other rights you may have if the service is faulty, not as described or otherwise fails to meet applicable legal requirements.

3. Digital Will

Your digital purchase includes the preparation and delivery of your will in PDF format.

Digital content supplied electronically has separate cancellation requirements. If you ask us to provide your completed PDF during the 14-day cancellation period, we will ask you to:

• expressly consent to the digital content being supplied before the end of the cancellation period; and
• acknowledge that your statutory right to cancel the digital-content element will be lost once supply begins.

If you give that consent and acknowledgement and we begin supplying the PDF, you will lose the statutory right to cancel the digital-content element of your purchase.

If you do not give that consent and acknowledgement, we will not rely on early digital supply to remove your cancellation rights.

4. Digital + Printed Will

Your printed purchase includes the same digital will service, together with a printed copy delivered by Royal Mail Special Delivery.

The cancellation rights relating to the digital content and the printed copy are not necessarily the same.

For the printed copy, you generally have 14 days from the day you receive it to notify us that you wish to cancel the goods element of your purchase.

If you cancel, you must return the printed copy to us. Unless the item is faulty or we have agreed otherwise, you will be responsible for the direct cost of returning it.

Please take reasonable care of the printed copy while it is in your possession. You may be responsible for any reduction in its value resulting from handling beyond what is reasonably necessary to inspect it.

Where your order includes both the will-preparation service, digital content and a printed copy, cancellation of one element does not automatically determine your rights in relation to the others. We will consider the relevant statutory rights and any work already carried out when calculating any refund.

5. When Willway cannot complete your order

We only accept straightforward wills within the scope explained on our website.

If, after reviewing your answers, we identify that your circumstances or instructions fall outside that scope, we will contact you.

If we determine that we cannot prepare your will through Willway, we will cancel your order and issue a full refund.

We may also contact you if information is missing, unclear or requires clarification. We will not issue your will until we are satisfied that we have the information needed to complete the order.

6. Errors and changes after purchase

Please review your answers carefully before placing your order.

If we identify an error or inconsistency while preparing your will, we may contact you to clarify it.

If you identify a minor factual or typographical error in the completed will before signing it, contact us as soon as possible. We will consider whether it can be corrected without requiring the preparation of a substantially different will.

Willway does not provide an ongoing will amendment service. Significant changes to your circumstances or instructions may require a new will or independent legal assistance.

Nothing in this section limits your statutory rights where the will supplied does not conform to the contract.

7. How refunds are made

Where a refund is due, it will normally be made to the original payment method.

Where the statutory cancellation rules apply, refunds will be made within the applicable legal time limits.

For a cancellation of a service or digital-content contract, this will generally be within 14 days of us being informed of your decision to cancel. For returned goods, the applicable refund period will generally run from when we receive the goods back or you provide evidence that you have returned them, whichever happens first.

We will confirm when a refund has been processed.

8. How to contact us

To request a cancellation, refund or clarification about this policy, contact:

Email: hello@willway.uk.

Business: Wellevia Limited trading as WillWay

Please quote your order number so that we can locate your purchase.

9. Your statutory rights

This policy does not affect your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or any other applicable consumer protection legislation.

Where your statutory rights provide a more favourable entitlement than this policy, your statutory rights will apply.