Terms and Conditions – Users

Effective Date: October 2026 | Next Review: April 2027

About These Terms

These Terms and Conditions govern  your use of the LawNeeds mobile application (“the App”) as a user. They form a legally binding agreement between you and LawNeeds Ltd, a company incorporated in England and Wales (company number 15610058), with registered address at 71–75 Shelton Street, Covent Garden, London WC2H 9JQ (“LawNeeds”, “we”, “us”, “our”).

By registering for and using the App you agree to be bound by these Terms. If you do not agree, please do not use the App.

These Terms apply to users of the App – meaning individuals using LawNeeds to access legal information, guidance, and consultations for their own personal or professional needs. They do not apply to the following groups, each of which is subject to separate Terms and Conditions:

● Lawyers and law firms using the LawNeeds platform as legal professionals.
● Access to Justice (A2J) partners.
● SME in-house professional users.

These Terms should be read alongside our Privacy Policy (Mobile Application) and our Cancellation, No-Show, Rescheduling and Refund Policy (“Cancellation Policy”). In the event of any conflict between these Terms and those documents, the relevant specific policy shall prevail.

1. Account Access

1.1 You must be at least 18 years old to use the App. By registering you confirm that you are 18 or over. Any accounts belonging to minors will be terminated on discovery.

1.2 You are responsible for maintaining the confidentiality of your account login credentials. You agree to accept responsibility for all activity that occurs under your account. You must notify us immediately at support@lawneeds.co.uk if you become aware of any unauthorised access to or use of
your account.

1.3 You may only hold one account. You must not create an account on behalf of another person without their knowledge and consent.

2. Use of the App

2.1 You agree to use the App only for lawful purposes and in accordance with these Terms.

2.2 You agree not to:

● Use the App to carry out or to facilitate any unlawful, malicious or unethical activity, including fraud and money laundering.
● Interfere with or attempt to disrupt the App or any servers or networks connected to it.
● Reverse engineer, copy, modify, or create derivative works from any part of the App.
● Upload or transmit any content that is unlawful, harmful, defamatory, or infringes any third party’s rights.
● Use automated tools, bots, or scripts to access or interact with the App without our prior written consent.
● Misrepresent your identity.
● Bypass, circumvent, or manipulate the chatbot’s safety guardrails or restrictions.

2.3 LawNeeds may be subject to limitations, delays, and other issues inherent in the use of internet and electronic communications. We are not responsible for delays or delivery failures arising from such issues.

3. AI-Powered Legal Guidance

3.1 The App provides AI-generated legal information and guidance through the LawNeeds AI Support Assistant. You acknowledge that:

● AI-generated guidance is provided for general informational purposes only and does not constitute legal advice or immigration advice within the meaning of the Immigration and Asylum Act 1999 or the Legal Services Act 2007.
● LawNeeds is not a law firm and the AI Support Assistant is not a regulated legal professional.
● Legal developments are subject to frequent change. AI responses may not be complete, current, or applicable to your specific circumstances and should not be relied upon as a substitute for advice from a qualified legal professional.
● Individual outcomes depend on specific personal circumstances. AI generated information should never be relied upon as the basis for submitting an immigration application, appeal, or any other formal immigration process without first obtaining regulated immigration advice.

3.2 LawNeeds maintains governance and review processes for its AI systems but cannot guarantee the accuracy of all AI outputs. LawNeeds shall not be liable for any loss or damage arising from your reliance on AI-generated information.

3.3 Use of this App or communication with the AI chatbot does not create a legal adviser-client or solicitor-client relationship between you and LawNeeds.

4. Platform Status

4.1 LawNeeds operates as a technology platform. It is not a law firm and is not regulated by the Solicitors Regulation Authority, the Immigration Advice Authority, or the Bar Standards Board.

4.2 Legal services available through the App are provided by independent legal professionals, not by LawNeeds. Professionals are regulated by the Solicitors Regulation Authority, the Immigration Advice Authority, the Bar Standards Board or CILEX Regulation. Some Access to Justice (A2J) partners provide free or low-cost legal information or support. Professionals and partners are solely responsible for the advice and support they provide, their professional conduct and their compliance with applicable regulatory obligations.

4.3 LawNeeds does not supervise or control the legal work of professionals on the platform and is not responsible for the outcome of any legal matter.

4.4 LawNeeds is a member of the Legal Software Suppliers Association (LSSA). LawNeeds is bound by the LSSA Code of Conduct which ensures members maintain high service quality, data security, and ethical standards.

5. Basic Pass (Free), Express Pass (Paid), and Support Pass (Paid)

5.1 Overview

5.1.1 LawNeeds offers the following pass packages (“Passes”):

(a) Basic: free, with limited AI queries and limited feature allowances;
(b) Express: a one-off purchase giving 24 hours of enhanced access; and
(c) Support Pass: a one-off purchase giving 30 days of support for one legal matter, including a Matter Workspace. A “Matter Workspace” is a special case management feature available under specific offerings comprising folders, trackers, checklists, reminders, calendar sync,and other AI-facilitated organisation and contextualisation tools.

5.1.2 Express and Support Passes are one-off purchases. They are not subscriptions and donot renew automatically, so you do not need to cancel them. Passes do not include consultations or any other service from a legal professional.

5.2 Basic Pass (Freemium)

5.2.1 Basic gives you ongoing access to Limited Free AI Queries. Free AI queries are subject to usage limits that refresh over time. We may set and adjust these limits from time to time, including to manage demand and costs and to prevent misuse. A query is one message you send to the AI Support Assistant together with its response. Unused free queries do not carry over.

5.2.2 When you reach your current limit, the App will show you the time at which free AI access will next be available, together with any other options then available to you.

5.2.3 Basic includes two multilingual voice notes and two document/image uploads per
account. These are one-off introductory allowances and do not refresh once used. To continue using a feature after its allowance is used, you can buy a top-up, or a paid Pass (Express Pass or Support Pass).

5.3 Advert-Based Access (Basic Pass)

5.3.1 When you reach your free AI query limit on the Basic Pass, you may be offered the option to watch an in-app advert to bypass the applicable four-hour waiting period and access additional AI queries.
This option may only be used once within any rolling 24-hour period. As the Basic Pass operates on four-hour refresh intervals, watching an advert allows you to bypass only one such waiting period within that 24-hour period. For any subsequent waiting periods, you must wait until your free AI access refreshes normally.Watching an advert does not reset, shorten or otherwise affect subsequent refresh intervals.Any unused advert-unlocked queries do not carry over.

5.3.2 Adverts are provided by third parties. LawNeeds does not endorse any advertised product or service, and adverts are not legal advice or a recommendation of any legal professional. Our Privacy Policy explains how advertising data is processed.

5.4 Express Pass (Paid)

5.4.1 Express costs £5.99 (inclusive of VAT), or the price shown in the App at the point of purchase. It lasts for 24 hours from the time of purchase: for example, Express purchased at 3:00pm on Monday ends at 3:00pm on Tuesday.

5.4.2 While Express is active, you receive:

(a) unlimited AI queries, with Basic usage limits and the advert option not applying;
(b) four multilingual voice notes; and
(c) four document/image uploads.

Express does not include a Matter Workspace.

5.4.3 When Express ends, unlimited AI access ends and any unused Express voice notes and uploads expire. Your account returns to Basic unless you have another active paid Pass.

5.4.4 Each Express purchase starts a new 24-hour period with its own allowance of four voice notes and four uploads. Unused allowances from an earlier Express purchase do not carry over.

5.5 Support Pass

5.5.1 Support Pass costs £29.99 (inclusive of VAT), or the price shown in the App at the point of purchase. It lasts for 30 days from the time of purchase. Each Support Pass relates to one legal matter, which you select or create when you activate it. If you have more than one legal matter, each requires its own Support Pass.

5.5.2 While your Support Pass is active, you receive:

(a) unlimited AI queries;
(b) ten multilingual voice notes;
(c) ten document/image uploads; and
(d) an active Matter Workspace for the selected matter.

5.5.3 When your Support Pass ends, unlimited AI access ends, unused Support Pass voice notes and uploads expire, and the Matter Workspace becomes read-only. Your account return to Basic unless you have another active paid Pass.

5.6 How allowances work

5.6.1 Allowances included in a paid Pass are available only while that Pass is active and expire when it ends. They do not carry over to Basic, another paid Pass or any Professional Service.

5.6.2 Basic allowances are not added to the allowances of a paid Pass. For example, if you have two unused Basic uploads and buy Express, you will have four uploads during Express,not six. Any Basic allowance you had not used will be available again when your paid Pass
ends.

5.6.3 Where you hold both an included allowance and a top-up balance for the same feature,we will always use the allowance that expires soonest (your included allowance) before your top-up balance.

5.7 Top-ups

5.7.1 If you use up an allowance, you can buy additional voice notes or document/image uploads as a top-up, at the prices shown in the App and, at the date of these Terms. These top-ups are also called Consultation Extensions.

5.7.2 Top-up balances belong to your account, do not expire, and remain available until used,including for a future matter. A top-up does not extend or change the duration of Basic,Express or a Support Pass, and does not activate a Matter Workspace. See more information below.

5.8 Usage limits

5.8.1 Limits per item:

• Voice notes: up to 5 minutes each.
• Image uploads: up to 25MB on Basic and Express, and 50MB on Support Pass.
• Document uploads: up to 8 pages on Basic and Express, and 25 pages on Support Pass.

Where you are using a top-up and no paid Pass is active, the free Basic limits apply.

5.8.2 Documents that exceed the page limit must be split into smaller parts and uploaded separately. Each part counts as one upload.

5.8.3 A voice note or upload is deducted from your allowance when it is submitted.

5.9 Matter Records and Matter Workspace

5.9.1 When you book a Professional Service, you will be asked which legal matter it relates to. You can select an existing matter or create a new one. This creates or updates a “Matter Record”, which records the services, consultation history and attachments for that matter.

5.9.2 A “Matter Workspace” is a dedicated area of the App for actively managing one legal matter. It includes AI support that retains the context of that matter, a Case Folder, Checklist and Reminders, a Case Tracker and an Action Plan / Timeline Summary. A Matter Workspace is active while you have:

(a) an active Support Pass for that matter.

(b) an Ongoing Support Plan with a legal professional for that matter (see Clause 6), for the duration of the plan; or

(c) Casework with a legal professional for that matter (see Clause 6), until the casework is formally completed.

5.9.3 Basic, Express, Quick Consultations and Standard Consultations (see Clause 6) do not include an active Matter Workspace. Professional Services you book will still be recorded in the relevant Matter Record.

5.9.4 When your entitlement to an active Matter Workspace ends, it becomes read-only. You can still view your documents, consultation summaries and timeline history, but active features (such as matter-context AI, reminders, checklist management and timeline updates) stop until you activate a new entitlement for that matter. Matter Records and Matter Workspace content are retained in accordance with our Privacy Policy.

5.9.5 Where you book a Professional Service for a matter, the legal professional may access the information in that Matter Workspace that you choose to share, for the purpose of delivering the service.

5.10 Fair use

“Unlimited” AI queries are subject to fair use. We may temporarily limit access where we reasonably believe an account is being used in an automated way, shared between several people, or otherwise in a way inconsistent with personal use of the App, or where needed to protect the security or stability of the App. Fair use limits will not restrict ordinary personal use.

6. Professional Services – Consultations, Ongoing Plans and Casework

6.1 Free Discovery Consultation

6.1.1 You may have one free 10-minute complimentary introductory consultation with each participating legal professional (“Free Discovery Consultation”), up to a maximum of three,each with a different legal professional, in any rolling 30-day period. The legal professional may use it to understand your matter and, if you wish to proceed, to provide their client care letter, consent documentation and fee information.

6.1.2 Any further consultation with a legal professional you have already consulted through a Free Discovery Consultation must be booked and paid for at the applicable price.

6.1.3 You can contact legal professionals registered as pro bono providers through the App at any time. Their response times are at their discretion. Pro bono providers display an “Access to Justice” badge on their profile.

6.2 The App allows you to request the following paid professional services from independent legal professionals (“Professional Services”):

(a) Quick Consultations: one-off consultations of 20 or 30 minutes, delivered by in-app chat or voice call (video is not available);

(b) Standard Consultations: one-off consultations of 60 minutes, delivered by in-app chat,voice call or video call;

(c) Ongoing Guided Legal Support Plans (“Ongoing Support Plans”): a 3-Day Plan (three 30-minute sessions over three days) or a 5-Day Plan (five 30-minute sessions over five days),delivered by in-app chat, voice call or video call, with an active Matter Workspace for the duration of the plan. We match you with a suitable legal professional based on your location,urgency, the type of consultation, and professionals’ expertise, reviews and availability; and

(d) Casework: legal work beyond the scope of a consultation, such as preparing and submitting applications, drafting representations, liaising with the Home Office and representation, with an active Matter Workspace for the duration of the casework. Professional Services are separate from, and are not included in, Basic, Express, Support Pass or any top-up. You do not need a paid Pass to book a Professional Service.

6.3 Consultation Extensions

6.3.1 During a Quick Consultation, Standard Consultation or Ongoing Support Plan session, you may purchase additional time of 5, 10, 20 or 30 minutes (“Consultation Extension”),subject to the legal professional’s availability.

6.3.2 Consultation Extensions are capped at 30 minutes per consultation, or 30 minutes per day for an Ongoing Support Plan. If you need more time, you can book a Standard Consultation or a further Ongoing Support Plan.

6.3.3 Consultation Extensions are not available for Casework or Free Discovery Consultations.

6.4 Prices and VAT

6.4.1 All prices are shown as the total price you will pay, inclusive of VAT where applicable,wherever they appear on the App (including in search and matching results, on a legal professional’s profile and at booking confirmation), and are not added to later. Current prices are shown in the App and, at the date of these Terms.

6.4.2 Prices for Professional Services other than Casework are fixed by LawNeeds. Where the legal professional is registered for VAT, the price includes VAT at the prevailing rate. Where the legal professional is not registered for VAT, no VAT is charged and the price shown to you is lower.

6.4.3 Where you select a specific legal professional, the price shown when you submit your request is the price that will be charged if that professional accepts. For Ongoing Support Plans, we will show you the total price once a legal professional has been assigned and before you are asked to pay.

6.5 Payment

6.5.1 Payment is processed through the platform’s appointed payment service provider (currently Stripe). The timing of payment depends on the type of legal service requested:

Quick and Standard Consultations: Payment is requested when the legal professional accepts the user’s consultation request, not when the request is initially submitted.

Ongoing Support: Payment is requested when the assigned legal professional accepts the user’s request, based on the selected support plan’s fixed price.

Casework Services: Casework operates within predefined budget ranges. Users propose a budget within the applicable range, which the legal professional may accept, decline, or revise. Where a revised budget is proposed, the user must accept it before payment is requested. If the professional accepts the user’s original budget, payment is taken upon acceptance.

6.5.2 Payment for a Consultation Extension is taken when you purchase it.

6.6 Ending a consultation

6.6.1 The legal professional may end a consultation before its scheduled time using the “End Consultation” function. When they do, the timer pauses and we will ask whether your questions have been addressed, whether you understand any next steps and whether you would like to clarify anything further.

6.6.2 If you tell us your questions have not been addressed, or that you have another question,the consultation resumes and the timer restarts, provided time remains. If no time remains,you can purchase a Consultation Extension or book a follow-up consultation.

6.6.3 If you confirm you are happy to end the consultation, it will close.

6.7 Cancellations and refunds

6.7.1 Your rights regarding cancellations, refunds, rescheduling, no-shows and technical failures are set out in the Cancellation Policy, which forms part of these Terms. The Cancellation Policy also sets out the waiver of your 14-day statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013,which is presented to you at checkout. Nothing in these Terms affects your statutory rights as a consumer.

6.7.2 Consultation cancellations:

– More than 48 hours notice — full refund, no cost to the user.
– Between 24 and 48 hours notice — user loses 50% of the consultation fee. The user may alternatively choose to reschedule at no cost within this window, in which case no deduction applies.
– Less than 24 hours notice — no refund. User loses 100% of the consultation fee.
– No-show — no refund. User loses 100% of the consultation fee. A 10-minute grace period applies from the scheduled start time before the no-show is recorded.

6.7.3 Ongoing Support Plan cancellations:

– More than 48 hours before the first session — full refund.
– Between 24 and 48 hours before the first session — user loses 50%.
– After one or more sessions have been completed — refund calculated pro-rata for
undelivered sessions only. No refund for sessions already delivered.

6.7.4 Free Discovery Consultations: no fee is payable, so no refund applies.

6.7.5 Consultation Extensions start immediately on purchase. At checkout you will be asked to request immediate performance and to acknowledge that you will lose your right to cancel once the extension time has been provided. If the legal professional does not provide the time you purchased, you will be refunded for the undelivered time in accordance with the Cancellation Policy.

6.8 Casework

6.8.1 For casework, you can set a budget and we will match you with suitable legal professionals who have the required expertise and availability. Casework fees are agreed individually between you and the legal professional, having regard to the indicative fee ranges shown in the App, and are not fixed in advance. The total fee, inclusive of VAT where applicable, will be confirmed to you before you accept it.

6.8.2 Casework fees do not include government fees. Depending on your application, you may also need to pay Home Office application fees, the Immigration Health Surcharge,biometric fees or other mandatory government charges. These are set by the UK Government,may change over time and are payable separately.

6.8.3 The terms of casework, including its scope, are agreed separately between you and the legal professional. LawNeeds’ role in casework is limited to facilitating the connection, providing the platform and processing payments. Your rights regarding cancellations and refunds are set out in the Cancellation Policy.

6.8.4 Your Matter Workspace is active for the duration of the casework and becomes read-only once the casework is formally completed.

6.9 The App facilitates the connection between you and the legal professional. LawNeeds does not provide the legal service and is not party to the legal services contract between you and the legal professional.

7. Platform Integrity

7.1 Where you have been connected with a legal professional through the LawNeeds platform, you agree not to:

● Directly contact that professional outside the platform in order to obtain the same or substantially similar services to those requested or received through LawNeeds, without booking and paying for those services through the platform, for a period of 12 months from the date of your first interaction with that professional on the platform, including a Free Discovery Consultation.
● Use contact details, professional information, or any other information obtained through the platform as a means of circumventing the platform’s booking and payment system for any service that would otherwise be bookable through the platform.

7.2 This clause does not prevent you from:

● Contacting the same legal professional independently in connection with a matter that isentirely unrelated to any services requested or received through the platform.
● Seeking legal advice from any other solicitor or immigration adviser of your choice, whether through the platform or independently.
● Contacting a professional following the expiry of the 12-month period referred to in this Clause.

7.3 Where LawNeeds has reasonable grounds to believe you have breached this Clause, LawNeeds may suspend or terminate your account in accordance with Clause 13.LawNeeds will notify you before taking any step under this Clause. Nothing in this Clause affects your statutory rights as a consumer. LawNeeds will not seek to enforce this clause in a manner that would prevent you from accessing urgent legal assistance or from exercising any right you have under
applicable law.

8. Platform Minutes

8.1 The App and all its content, features, and functionality are and shall remain the exclusive property of LawNeeds Ltd and its licensors. LawNeeds is protected by copyright, trademark, registered design rights, database rights and other laws of the United Kingdom.

8.2 You are granted a limited, non-exclusive, non-transferable licence to use the App for yourpersonal use in accordance with these Terms. You may not copy, modify, distribute, or create derivative works from any part of the App without our prior written consent.

8.3 You retain ownership of any content you upload to the App. By uploading content you grant LawNeeds a limited licence to process that content for the purposes of delivering the services you have requested, in accordance with our Privacy Policy.

9. Third-Party Services

9.1 The App may contain links to or integrations with third-party services that are not owned or controlled by LawNeeds. LawNeeds has no control over and assumes no responsibility for the content, privacy policies, or practices of those services.

9.2 LawNeeds’ use of these processors is governed by written data processing agreements. Details of how each processor handles your data are set out in our Privacy Policy (Mobile Application).

10. Anti-Money Laundering

10.1 LawNeeds is a technology platform and does not provide legal advice or handle client funds. All legal services are provided by independent regulated professionals who bear their own AML compliance obligations.

10.2 LawNeeds may suspend or restrict your account without notice where there is reasonable suspicion of unlawful activity including but not limited to money laundering, fraud, or terrorist financing.

11. Data Protection

Your personal data is processed in accordance with our Privacy Policy, which is available within the App and at lawneeds.co.uk. By using the App you confirm that you have been made aware of and have had the opportunity to read our Privacy Policy. Our Privacy Policy sets out the lawful basis for each processing activity, your rights under UK GDPR, and how to exercise them.

12. Limitation of Liability

12.1 To the fullest extent permitted by applicable law, LawNeeds shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or in connection with your use of the App, including loss of profits, data, goodwill, or other intangible losses.

12.2 LawNeeds shall not be liable for:
● The quality, accuracy, or legal sufficiency of any advice provided by a legal professional through the App.
● Any legal outcome arising from services provided by a professional on the App.
● Any loss arising from your reliance on AI-generated information provided by the App.
● Any loss arising from technical failures or service interruptions, subject to the remedies in the Cancellation Policy.

12.3 Nothing in these Terms excludes or limits LawNeeds’ liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.

12.4 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

12.5 Force majeure: LawNeeds shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond its reasonable control, including but not limited to:

● Acts of God, natural disasters, flood, fire, earthquake, or extreme weather events.
● Epidemic, pandemic, or public health emergency.
● Cyberattack, distributed denial of service attack, or other malicious interference with LawNeeds’ systems or infrastructure.
● Failure or unavailability of third-party services or infrastructure on which the App depends,including cloud hosting, payment processing, or AI model providers.
● Action or inaction by any government, regulator, or public authority, including changes in law or regulation.
● Industrial action, whether involving LawNeeds’ own staff or third parties.
● Prolonged power failure or failure of telecommunications networks.

12.5.1 Where a force majeure event occurs, LawNeeds will notify you as soon as reasonably practicable and will use reasonable endeavours to resume normal service as quickly as possible.

12.5.2 Where a force majeure event prevents LawNeeds from delivering a paid service you have already paid for, your rights to a refund or rescheduled appointment under the Cancellation Policy are not affected by this Clause. Force majeure does not entitle LawNeeds to retain payment for services it has not delivered.

12.5.3 If a force majeure event continues for more than 30 consecutive days and materially prevents LawNeeds from delivering the core functionality of the App, either party may terminate these Terms on written notice without liability, save that LawNeeds shall refund any amounts paid for services not yet delivered.

13. Termination

13.1 You may close your account at any time through the App’s account settings. Closing your account does not affect any rights or obligations already accrued, including any outstanding payment obligations or bookings. If you close your account, any active paid service ends and unused top-up balances are lost, unless you are entitled to a refund under the Cancellation Policy.

13.2 LawNeeds may suspend or terminate your account immediately without prior notice where you have breached these Terms in a material way, where there is reasonable suspicion of fraud or unlawful activity, or where continued access would create a regulatory risk for LawNeeds or its professional partners.

13.3 LawNeeds may close your account with 30 days written notice in all other circumstances.

13.4 On termination, your right to use the App ceases. Data retention following account closure is governed by our Mobile Application Privacy Policy.

14. Changes to These Terms

14.1 We may update these Terms from time to time. Where a change is material we will give you at least 30 days notice by in-app notification or email before the change takes effect.

14.2 By continuing to use the App after any revised Terms take effect, you agree to be bound by them. If you do not agree to the revised Terms you may close your account.

15. Governing Law and Disputes

15.1 These Terms are governed by the laws of England and Wales. You and LawNeeds both submit to the exclusive jurisdiction of the courts of England and Wales.

15.2 If you have a complaint about the App or our services, including AI generated content, please contact us first at support@lawneeds.co.uk. We aim to resolve complaints within 30 days. If your complaint relates to data protection, our Privacy Policy sets out the escalation route to the ICO. LawNeeds’ ICO registration number is ZC027272.

16. Contact

General enquiries: info@lawneeds.co.uk

Support and complaints: support@lawneeds.co.uk

Post: LawNeeds Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ

17. General

17.1 No failure or delay by LawNeeds in exercising any right under these Terms shall constitute a waiver of that right.

17.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.