FAQs for individual customers

How does the money-back guarantee work?

Our goal is that you are 100% happy with the results of our service.

If you have any concerns, we'd prefer that you raise them with us first in case there's something we can do to put things right.

But if you're not happy, we'll refund the money immediately.

How does the process work?

It's probably easiest to understand this by watching this 90 second video. It really is that simple! If you have any questions, you can ask them here.

I'm having issues completing my interview - what help can I get?

First, look for the section at the top left of your interview screen that looks like the image below.

Help Screen Capture

Click on the question mark button, and see if the guidance there answers your question. There are also a lot of help videos which you can view here.

Can I change my document?

If you have completed an interview, downloaded your document and answer file, and then decided that you need to change some of your answers in the interview to re-generate the document, you do this from the original email containing your link. 

Just click on the link within 24 hours of initially generating the document and you can re-do the interview. We're not too strict on this, so if you find you need more time, just get in touch, and we can enable that.

To avoid re-entering all the earlier information, upload your answer file. You can see how to do this here.

Because the documents you download are editable Microsoft Word documents, you (or any lawyers you work with) can always change the documents at any time, with no need to come back to the LawHawk system or pay any further charges.

Do I need a lawyer to review my document(s)?

If you aren't an experienced lawyer, we always recommend that you read the document carefully and then think about whether you want to get some legal advice. 

The choice of whether you speak to a lawyer, which lawyer that is, and what you agree with them is up to you. We are happy to suggest some possible options if you need help.

Can LawHawk access my document or answers?

No, the LawHawk system on our e-commerce site has high levels of security. You answer questions in your own browser. When you are ready, your answers are sent securely to HotDocs' servers (which are on the Microsoft Azure platform) in Dublin. HotDocs process your information for a few seconds with no human involvement, and you can then download your document and answer file into your own environment. Your information is not stored by HotDocs apart from briefly during processing. It is only temporarily stored securely by our New Zealand based PCI DSS Level 1 security accredited website host, eStar, to enable download and for no more than 24 hours. Your information never comes to LawHawk.

Is the LawHawk system secure?

Yes. LawHawk's key suppliers have excellent security. For more on HotDocs security, see here. LawHawk's website host, eStar, are PCI DSS Level 1 compliant.

Do I need to install any local software?

No. You use our services over the internet, so you don't need to install any local software.

Will it work on any computer/web browser?

The overall solution relies on delivering your document(s) and answer file back to you in a zip file. For this reason, you won't be able to use an iPad or mobile phone if it can't handle zip files.

The interview questionnaires also contain a lot of questions, and sometimes require detailed answers. There are often videos embedded into the questionnaires you will want to access too. For this reason, it's best to use a larger screen and not a phone.

Where should I save my document and answer file?

You can save your document and answer file anywhere you like. You could save on your local drive (e.g. onto your 'desktop'), or if you are using some form of workflow system, you can save your files into that and manage them as you would any other documents. 

The most important thing is that you should make sure that you save them somewhere secure and where you can easily find them again. Use the "Save As" function in your browser to control where the files are saved, and how you name them, so you can easily find them again.