Legacy Trail - Terms & Conditions

These Terms and Conditions ("Terms") explain how you may use the Legacy Trail service. Please read them carefully before signing up or placing an order.

By signing up for, purchasing or using our service, you agree to these Terms.

1. Who We Are

Legacy Trail Ltd ("we", "us", "our") is a company registered in England & Wales, with registered office at C/O Mauveworx Ltd, 1 Nimrod Way, Wimborne, Dorset, United Kingdom, BH21 7SH and company number 16380386.

If you have any questions or complaints, please contact us:

Email: [email protected]
Address: 1 Nimrod Way, Wimborne, Dorset, United Kingdom, BH21 7SH

2. What We Do (Our Service)

We provide an administrative service to notify organisations (such as banks, utilities, insurers, and service providers) of a bereavement, using the information you provide. We offer:

Free Notification Service: we notify the organisations you select. We also use the deceased's address to suggest their likely gas, electricity and water suppliers. Once you have signed the Letter of Authority and verified your identity and email address, we may also, at our discretion and at no cost to you, search the deceased's credit file with a credit reference agency to see whether they held accounts you may not know about. If we do, we may tell you whether the search found any accounts and offer you the Account Discovery Service, which identifies the organisations concerned, contacts them and carries out further searches. We are not obliged to carry out this search, and it is not a full account discovery.
Account Discovery Service: everything in the Free Notification Service, plus searches to help identify accounts and services the deceased may have held that you may not know about. These searches use credit reference agency data and other sources, and include contacting organisations directly on your behalf to ask whether they hold accounts in the deceased's name.
Guided Telephone Option: an optional add-on to either service, in which a dedicated case manager works with you over the telephone to set up and manage your case.

For every service:

We will only send notifications to the organisations you select. We do not verify whether your selections cover all accounts, providers, or services. It is your responsibility to ensure all relevant organisations are included. If your service includes account discovery, we will also contact other organisations to ask whether they hold accounts in the deceased's name, as described in Section 9.
Discovery results are provided to assist you in identifying relevant organisations - we cannot guarantee that all accounts or services will be identified.
Suggested Organisations: Where we suggest organisations that may need to be notified (for example, common banks, utilities, insurers, or subscription services), these are provided as recommendations only. We cannot guarantee that the deceased held accounts or services with those organisations. It is your responsibility to confirm which organisations are relevant before selecting them.
Each organisation has its own bereavement procedures. We cannot control or guarantee their actions or response times.
You may need to provide further information or documents directly to an organisation to complete their process.
We do not handle or certify original or physical documents such as death certificates. Where required, you must supply these directly.
Our service does not replace probate, legal, or financial advice. We do not provide probate services or estate administration, nor do we close accounts ourselves.
We rely on third-party communication systems (including email servers, APIs and postal services). We are not responsible for failures, delays or downtime caused by third parties outside our control.

3. Who Can Use Our Service

You must be at least 18 years old and have the legal and mental capacity to enter into this agreement.
You must have legal authority to notify us of the death (for example, as executor, next of kin, or with the consent of those entitled).
If there are multiple executors or next of kin, it is your responsibility to ensure you have authority to instruct us. We are not responsible for disputes between family members, executors, or beneficiaries.
By using the service, you warrant that you have this authority.
You are required to complete identity verification through our third-party provider, Didit, as a condition of case processing. You must also verify your email address. Verification must be completed within 30 days of the date your case is opened. If you do not complete verification within this period, your case will be closed. Please refer to Section 13 for the refund position in this circumstance. Where verification is not passed, your case will be referred to our team for manual review. We may contact you to request additional information or documents. We reserve the right to decline to process a case where identity cannot be satisfactorily verified.
You confirm that the information you provide is accurate and lawful to use.
Misrepresentation of your identity or authority to instruct us, or use of our service for unlawful purposes, constitutes a material breach of this agreement. In such circumstances, we reserve the right to suspend or close your case, withhold or refuse any refund, and report the matter to relevant authorities including law enforcement and the Information Commissioner's Office.

4. Prices and Payment

Free Notification Service: free
Account Discovery Service: £229
Guided Telephone Option: £79, added to either service
The price you pay is the price shown at checkout. Prices are inclusive of VAT.
Paid services and upgrades must be paid for in full at the time of order. The Free Notification Service does not require any payment details.
Prices may change in the future but will not affect services already purchased.

5. Discount and Promotional Codes

From time to time, discount or promotional codes may be issued by Legacy Trail or by authorised partners. The following terms apply to all such codes:

Codes may provide either a fixed amount or a percentage discount off the price, as stated at the point of issue.
Codes can be used when you first sign up and when you upgrade your case.
Codes only reduce the price of eligible services and options. Not every service or option qualifies, and the checkout shows how much a code takes off before you pay.
Using a partner's code with the Free Notification Service does not reduce any price, but it tells us which partner referred you. Please see our Privacy & Cookie Policy for what we share with that partner.
Only one code may be used per purchase. Codes cannot be combined.
Codes have no cash value and cannot be exchanged, transferred, or refunded.
Legacy Trail reserves the right to withdraw or invalidate any code at any time without notice.

6. Upgrading Your Service

You can upgrade your case from inside your account: from the Free Notification Service to the Account Discovery Service, and from either service to include the Guided Telephone Option.
You pay only for what you are adding, at the price shown at checkout.
An upgrade adds to your case. It does not remove anything you already have, and a case cannot be moved to a lower service.
An upgrade is a new purchase. The cooling-off, cancellation and refund terms in Sections 7 and 13 apply to it from the date of the upgrade, and the version of these Terms in force on that date applies to it.

7. Cooling-Off and Cancellations

Under consumer law, you have a 14-day cooling-off period to change your mind. This applies to each paid purchase, including upgrades. If you change your mind after we have started finding companies on your behalf, we may deduct a proportionate amount to cover the work carried out up to that point. If you cancel after we have begun sending notifications, your refund is not valid.
Because part of our service begins immediately upon payment - including preliminary searches to identify relevant organisations - you will be asked at checkout to give express consent for us to start this work straight away. Please note, however, that financial searches and all outbound notifications are withheld until identity verification has been completed and passed.
The Free Notification Service is free, so there is nothing to refund. You can ask us to close your case at any time.
The cooling-off right does not apply where we have suspended or terminated your case due to suspected or confirmed fraud, misrepresentation, or breach of these Terms.

8. Using Our Website and Software

You are granted a personal, non-exclusive, non-transferable licence to use our platform for submitting information.
You must not misuse our site, attempt unauthorised access, reverse-engineer, or use it for unlawful purposes.
We use analytics and behaviour tracking tools (including Microsoft Clarity) on our website to understand how visitors interact with our pages. By using our website, you agree that we and our technology partners may collect and use this data as described in our Privacy & Cookie Policy.

9. Data and Privacy

We collect and process personal and special category (sensitive) data to provide our service. This may include details about the deceased and living individuals.
By submitting information, you give your explicit consent for us to process this sensitive data.
You confirm that you have the authority and consent, where required, to provide the personal data of others.
By agreeing to these Terms, you authorise us to contact the organisations you select and to share the data you provide with them for the purpose of bereavement notification.
You authorise us to share the deceased's details with a credit reference agency to carry out the searches described in Section 2.
If your service includes account discovery, you also authorise us to contact organisations you have not selected, to ask whether they hold accounts in the deceased's name, and to share with them the information and documents they need to answer, such as the death certificate, your signed Letter of Authority and confirmation of your identity.
We will retain personal data only as long as necessary to provide the service and meet legal obligations. Data will normally be deleted within 12 months of completing the notifications.
We keep your information secure and will never sell it.
Full details of how we use and protect data are set out in our Privacy & Cookie Policy.

10. Our Responsibilities

We will provide the service with reasonable care and skill.
We will send your notifications within 3 working days of receiving complete information and instruction to send the notification to the selected company.
We will keep your information secure in line with data protection law.
We are not responsible for delays, actions, or failures by third-party organisations once notified.

11. Your Responsibilities

You must provide accurate, lawful, and complete information.
You acknowledge that organisations may require additional further documents (e.g. death certificate, ID) directly from you.
You remain responsible for ensuring the estate is administered correctly.

12. Service Availability

We aim to keep our website and service available.
We may suspend services for planned maintenance
We may also suspend access without notice if you misuse the service.

13. Refunds and Problems with the Service

If we fail to deliver the service with reasonable care and skill, you are entitled to a repeat service or refund under consumer law.
Refunds will normally be issued within 14 days of agreement.
Refunds are not normally available once we begin processing notifications. However, we may offer a refund at our discretion as a goodwill gesture.
We are not responsible if notifications fail because:
- You provided incorrect or incomplete information.
- The organisation requires extra steps outside our control.
No refund will be issued where we have suspended or terminated a case due to suspected or confirmed fraud, misrepresentation of identity or authority, or any other material breach of Section 3 or Section 11 of these Terms. Where fraud is suspected but not yet confirmed, any refund request will be withheld pending the outcome of our assessment. All refund decisions in fraud-related cases are made at the sole discretion of Legacy Trail and require approval from a director.
Where a customer has paid for a service but has not completed identity verification within 30 days of the date their case was opened - whether verification was not attempted or not completed - we reserve the right to close the case and issue no refund. At our discretion, and in exceptional circumstances, we may offer a partial refund as a goodwill gesture. Any such decision requires approval from a director. This position applies regardless of the reason for non-completion, except where non-completion is directly caused by a failure on our part.

14. Liability

We are not liable for:
- Any actions or inactions of third-party organisations.
- Failures of third-party systems such as email providers or postal services.
- Indirect or consequential losses, including loss of profits, business, or emotional distress.

Our total liability to you for any claim is limited to the amount you paid for the service, which is nothing if you used the Free Notification Service.
Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or your statutory rights.
Nothing in these Terms affects your statutory rights under UK consumer law.

15. Events Outside Our Control

We are not responsible for failure or delay caused by events we cannot reasonably control (e.g. internet or server outages, strikes, government action, natural disasters).

If such events last more than 30 days, either party may end the contract.

16. Complaints and Disputes

Contact us first at [email protected]. We aim to respond within 3 working days.
If we cannot resolve the issue, you may use an Alternative Dispute Resolution (ADR) provider. We do not commit to using a specific provider, but you can access one if you wish.
These Terms are governed by the law of England and Wales. If you live outside England and Wales, you may also have the benefit of mandatory consumer protections in your country of residence.

17. Marketing and Communications

We will send you emails about your service, such as confirmations and updates on your case. These are part of the service.
When you sign up for a service, we will also email you from time to time about our other services, such as upgrading your case to the Account Discovery Service or adding the Guided Telephone Option. You can opt out at any time in your account settings or using the unsubscribe link in any email. Opting out does not affect your case or the service you have chosen.
If you register but don't finish setting up your case, we may send you a small number of follow-up emails, on the basis of our legitimate interest in helping you use a service you have already shown interest in. These emails will be limited in number.
We will only send you marketing about anything else if you have opted in separately.

18. Accessibility and Equality

We aim to make our service and documents accessible to all users.
If you require these Terms or our service in an alternative format, or need reasonable adjustments under the Equality Act 2010, please contact us.

19. Changes to These Terms

The version of Terms that applies is the one in force when you signed up, placed your order or upgraded your case.
We may update Terms for future sign-ups, purchases and upgrades.

20. Other Important Information

These Terms are the entire agreement between us and you.
If any part is found unlawful, the rest still applies.
You may not transfer your rights under this agreement to anyone else.

Last updated October 3, 2026

Terms & Conditions