Client Terms and Conditions

Version 1.0 (November 2025)

Definitions

To ensure clarity throughout these Terms and Conditions, the following definitions apply:

Client: The individual choosing to store Documents with the Company.
Company / We / Us: Refers to Deedbank Document Storage Ltd.
Documents: Includes, but is not limited to, Wills, Lasting Powers of Attorney (LPAs), Advance Directives, Severance of Tenancy documentation, and any other material accepted for storage.
Document Storage Service: The secure storage and safeguarding of Documents.
Executor: The person named in the Client’s Will, or if none, the next of kin.
Lapse / Lapsed: A payment overdue by 30 days or more.
Retrieval Fee: A fee payable to cover the administrative handling, identity verification, and postage required to safely return Documents. This fee relates solely to the retrieval process and is separate from the ongoing storage service.
Storage Plus: An enhanced storage service with additional benefits described in Section 8.
Storage Fee: The fee charged for accessing the Document Storage Service.

1. Client Obligations and Responsibilities

Clients are responsible for arranging the delivery of their Documents to the Company, using Royal Mail Signed For or tracked services to ensure safe arrival.
Clients must keep their contact details up to date, including postal address, email address, and banking information, to ensure uninterrupted service and accurate communication.
The Client or their Executor agrees to pay the Retrieval Fee when requesting the return of Documents.
Storage Fees must be paid on the agreed date. If a payment lapses, the Company may return the Documents to the Client’s last known address once any outstanding fees and the Retrieval Fee are paid. Upon returning the Documents, the Company’s obligations under the Document Storage Service will end.

2. Data Protection

The Company values Clients’ privacy and handles all personal data strictly for the purpose of providing safe Document storage. All data is processed in accordance with UK GDPR and the Company’s Privacy Policy.

3. Document Storage Agreements and Fees

Storage agreements operate on a rolling monthly or annual basis, with fees collected in advance via direct debit.
Storage Fees are non-refundable if the service is cancelled partway through a billing period.
Fees may be adjusted periodically in line with the Consumer Price Index (CPI). Clients will receive at least 30 days’ notice of any change. If a Client does not accept the revised fee, they may retrieve their Documents subject only to the standard Retrieval Fee.

4. Document Handling and Postage Fees

All retrieval requests incur a handling charge and postage costs. The total fee will be confirmed before processing. Requests must be made through the secure online portal, which includes identity and address verification.
Where multiple Clients at the same address store Documents with the Company, each person must make their own retrieval request.
Any unpaid Storage Fees or handling charges must be settled before Documents are returned.
Documents will be returned to the verified address requested by the Client or the address on file. Proof of a new address may be required.

5. Executor and Attorney Retrieval

5.1 Executors Retrieving a Will

Executors may request return of Documents via Royal Mail, subject to the following:
Submitting a retrieval request through the secure portal,
Providing an official death certificate,
Supplying identification and proof of address,
Paying the applicable handling and postage fees,
Ensuring that all Executors submit a request confirming the nominated recipient Executor.

5.2 Delivery to a Law Firm

Executors may request that the Will be sent directly to a chosen law firm via the online portal.

5.3 Attorneys Retrieving LPA(s)

Attorneys may retrieve LPA(s) by:
Submitting a retrieval request through the secure portal,
Providing identification and proof of address,
Paying the applicable Retrieval Fee,
Ensuring that where Attorneys are appointed jointly, all Attorneys submit a request confirming the nominated receiving Attorney.

6. Additional Terms

If a Client’s document storage account was arranged through a third-party legal services provider (“our Agent”), any additional benefits offered by the Agent remain their responsibility.
Clients may request a PDF copy of stored Documents. An administrative fee may apply.
The Company does not review Documents for legal validity or completeness. It is the Client’s responsibility, or that of the professional who prepared the Documents, to ensure they have been properly executed.
The Company may update these Terms and Conditions from time to time. Updates will be published on the website, and Clients who have provided an email address will be notified.

7. Cancellation

Clients may cancel the Document Storage Service at any time by giving 14 days’ notice through the online portal.

8. Storage Plus

Storage Plus offers enhanced features delivered with trusted partners. Partner services are subject to their own Terms and Conditions.

8.1 Annual Review

Clients are entitled to an annual review of their Will and related arrangements. This helps ensure their Documents remain accurate and reflective of their wishes.

8.2 Will Review & Replacement

After the annual review, Clients may request a replacement Will. The Company will arrange for a like-for-like replacement Will for no additional charge, including address changes, updates to Executors, amendments to names, or other minor revisions that do not alter the overall estate distribution. Substantive updates, such as new trusts, new clauses, or significant changes to the estate structure, may incur a fee, which will be agreed in advance.

8.3 MyDigiSafe – Digital Access

Clients receive a complimentary MyDigiSafe Sort It account to organise, store, and access key documents digitally.

8.4 Probate Toolkit

Clients receive free access to a Probate Toolkit offering helpful guidance, checklists, and support materials for Executors.

8.5 Executor Support

Executors named in the Client’s Will may access:
Bereavement guidance and support,
A complimentary 30-minute probate consultation with trusted partners,
Additional services may be chargeable.

8.6 Preferential Rates on Legal Services

Clients may benefit from preferential pricing on selected legal services, including LPAs, trusts, probate, and other estate-planning documents.

8.7 Newsletters & Updates

Clients may receive periodic newsletters featuring legal updates, estate-planning news, and helpful guidance.

End of Terms and Conditions