Refund and complaint policy

Last updated: Wednesday 21 January 2026

Cooling-off period

Within 14 days of purchasing our services, you have the right to change your mind and get a full refund. This is your legal right under consumer protection laws.

If you want to exercise this right, please contact us.

Changing or cancelling your booking

If you need to change a booking, you should tell us at least 48 hours before the appointment’s start time. If you do so, we’ll credit the time back to your account and you can use it to make a new booking.

If you don’t provide us with 48 hours’ notice, then we won’t credit the time back to your account. If you want to reschedule, you’ll need to pay for a new booking.

What happens if you don't show up

If you miss a booking without giving us 48 hours’ notice, you won’t be entitled to a refund or credit for that booking.

What happens if we need to cancel

If we need to cancel a booking or if the Legal Expert doesn’t show up, we’ll credit the time back to your account.

When you can't get a refund for services you’ve used

You’re not entitled to any refund or credit in any of the following situations:

You've already used the service. For example, you've had your coaching session or downloaded a template.
You cancel too late. This means cancelling after your 14-day cooling-off period, unless you’re unhappy with the quality of our services (see below).
You don't turn up. This means missing a booking without giving us 48 hours’ notice.

Partial refunds and credits

In certain situations, we might offer a partial refund. Examples could include:

You've only used part of a pre-paid block of time
You want to cancel a service you've partially used

When our refund administration fee applies

If we issue a full or partial refund outside of the cooling-off period, we may apply a 50% administration fee to it.

This fee reflects the cost to us of managing the refund.

In any refund situation, we'll explain exactly what you're getting back and why.

If you're not happy with our services

We want you to be happy with our services so please tell us if you are not happy for any reason. We absolutely want the opportunity to put things right if we can.

If something goes wrong with our service, let us know and we'll work to resolve the issue. This might involve:

Giving you a full or partial refund;
Providing the service again for free;
Offering credit for future services; or
Making changes to prevent the problem happening again.

How to make a complaint

If any of the following situations happen, please let us know by making a complaint:

If our service isn't up to scratch or we don't deliver what we promised
If there are technical problems and our website or platform stops you from using what you've paid for
If you're not happy with the quality of our service and our service doesn't meet reasonable standards

Here’s how our complaints process works:

Step 1: Tell us what's wrong

How to contact us:

Website chat: (the quickest way): Use the live chat function on our website.
Email: send us a message
Write to us at: Valla Ltd, Office 11, Pure Offices, 4-5 Lochside Way, Edinburgh, Midlothian, EH12 9DT

What to tell us:

The email address registered to your Valla account;
What went wrong and when;
What you expected to happen;
How it's affected you;
Any relevant booking references or order numbers.

Step 2: We'll investigate

What happens next:

We'll acknowledge your complaint within 2 working days
We'll investigate properly and fairly
We'll keep you updated on our progress; and
We'll aim to resolve your complaint within 8 weeks

Your complaint will be handled by someone who wasn't involved in the original issue.

If your complaint is about one of our Legal Experts, we'll investigate it separately from any issue you raise about our platform or service.

Step 3: We’ll respond

We'll send you an email with a response that covers:

What we found in our investigation
Whether we think your complaint is justified
What we're going to do about it
Any compensation or refund we're offering
Your right to take things further if you're still not happy

If you don't like our response, you can:

Ask us to look again - If you think we've missed something important
Go to an ombudsman - Depending on your complaint, you might be able to use a free dispute resolution service
Get legal advice (Although we hope it won’t ever come to that!)

What we'll do to put things right

Depending on what's gone wrong, we might:

Give you a full or partial refund;
Provide the service again for free;
Offer you credit for future services;
Make changes to prevent the same problem happening again

Complaints about our Legal Experts:

If your complaint is about a Legal Expert:

We'll investigate their conduct
We might suspend them while we look into it
We'll take appropriate action based on what we find
We'll let you know the outcome (within privacy limits)

Our Legal Experts are independent experts and not our employees. We'll always investigate complaints about our Legal Experts. However, we can't control what they do outside of our platform.

Special situations

We take complaints involving any of the situations outlined below very seriously. We will conduct a thorough investigation and may also take some additional steps:

Discrimination - We may consider steps such as issuing a warning, removing or banning the individual(s) concerned, or notifying the authorities if required.
Data breaches - We'll report the situation to the relevant authorities if necessary.
Fraud or criminal activity - We will involve the police if required.
Safeguarding concerns - We’ll follow our special procedures for complaints about safeguarding.

Your rights

You have the right to:

Make a complaint without it affecting your service
Have your complaint handled fairly and promptly
Receive a written response

Our promise to you

We promise to:

Take all complaints seriously
Investigate fairly and thoroughly
Keep your information confidential
Learn from complaints to improve our service
Treat you with respect throughout the process

Keeping records

We keep records of all complaints for at least 3 years. This helps us:

Track patterns and improve our service
Comply with regulatory requirements
Provide information to ombudsmen if needed

Updates to this policy

We might update this policy from time to time. If we make significant changes, we'll send you an email to let you know. You can always find the latest version on our website.

Questions about this policy?

If you have any questions, please get in touch. We're here to help!