Terms of Service
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Terms of Service
Client Portal and Online Services
These Terms of Service (“TOS”) are part of the Policy Center. They incorporate the General Policy Terms (“GPT”) by reference. Capitalized terms not defined here have the meanings given in the GPT.
TOS-21.0 Incorporation and Scope
TOS-21.1 Incorporation by reference
These TOS incorporate the GPT, which are included as if fully set forth here.
TOS-21.2 What these TOS cover
These TOS govern use of Services that are client-facing or account-based, including any Portal, secure document exchange, authenticated messaging, scheduling features, Online Payments where offered, electronic signature workflows and any other Services presented as governed by these TOS.
TOS-21.3 What these TOS do not cover
Legal representation is governed by Engagement Terms. Nothing in these TOS creates an attorney-client relationship, changes Engagement Terms, or limits Professional Obligations.
TOS-21.4 Other Policies apply
Use of the Site and Services is also subject to the Terms of Use and the Acceptable Use Policy. Where applicable, Notices and other sub-policies in the Policy Center may apply to specific features.
TOS-22.0 Acceptance, Assent and Discontinuation
TOS-22.1 Acceptance
By creating, accessing, or using an Account, Portal, or any Service governed by these TOS, you agree to these TOS and the GPT.
TOS-22.2 If you do not agree, discontinue use
If you do not agree, do not use the Portal or Services and discontinue use immediately.
TOS-22.3 Additional acknowledgments
Certain workflows may require additional acknowledgments, including electronic signature consent, payment authorization, or other confirmations presented at the point of interaction.
TOS-23.0 Accounts, Authorized Users and Eligibility
TOS-23.1 Account creation
The Operating Firm may create Accounts for Clients or may allow Clients to create Accounts through an invitation or onboarding process. The Operating Firm may decline, limit, suspend, or revoke Account access as permitted by these TOS, the AUP, the GPT, or Engagement Terms.
TOS-23.2 Authorized Users
Clients are responsible for identifying Authorized Users and for the access they grant. Authorized Users must use the Account only for permitted purposes related to the Client’s matter or Services.
TOS-23.3 Identity verification
The Operating Firm may require reasonable verification before granting access, restoring access, or approving changes to Account permissions.
TOS-23.4 Updates to Account information
You are responsible for keeping Account contact details current. Communications may be delivered through the Portal, email, SMS, or other channels as described in the GPT.
TOS-24.0 Account Security and Access Controls
TOS-24.1 Credentials and security responsibility
You are responsible for safeguarding Credentials, devices, and access methods used to access the Portal. Do not share Credentials with unauthorized persons.
TOS-24.2 Multi-factor authentication
The Operating Firm may require MFA for some or all Accounts. You are responsible for maintaining access to your MFA method and promptly updating it when needed.
TOS-24.3 Session timeouts and device hygiene
The Portal may use session timeouts and other controls to reduce risk. You are responsible for logging out on shared devices and maintaining reasonable device security.
TOS-24.4 Suspected compromise
If you suspect unauthorized access, notify the Operating Firm using the method in GPT-20.0 and take reasonable steps to secure your devices and accounts.
TOS-25.0 Acceptable Use and Enforcement
TOS-25.1 Acceptable Use Policy
Use of the Portal and Services is subject to the Acceptable Use Policy. Violations may result in suspension, termination, or other enforcement actions.
TOS-25.2 No interference or misuse
You may not attempt to bypass security controls, disrupt Services, scrape content, or misuse the Portal, Telecommunications Features, or AI-enabled features.
TOS-25.3 Enforcement actions
The Operating Firm may investigate suspected violations and take reasonable action, including rate limiting, blocking, suspension, termination, or preservation of logs consistent with the AUP and GPT.
TOS-26.0 Communications, Deadlines and Non-Emergency Use
TOS-26.1 Not for emergencies
The Portal and other electronic channels are not intended for emergencies. Do not use the Portal as your only method for time-sensitive communications unless the Operating Firm has expressly agreed in writing.
TOS-26.2 Delivery and monitoring limits
Portal messages, emails, and other Electronic Communications may be delayed, filtered, or not delivered. The Operating Firm does not guarantee continuous monitoring of every channel.
TOS-26.3 Notices through the Portal
The Operating Firm may provide notices, updates, and documents through the Portal, subject to Engagement Terms and Professional Obligations where applicable.
TOS-27.0 Uploads, Content Standards and Sensitive Records
TOS-27.1 Upload and submission rules
The Portal may limit file types, sizes, or formats. You are responsible for ensuring uploaded content is lawful and does not infringe third-party rights.
TOS-27.2 Sensitive Information and PHI boundaries
Do not submit Sensitive Information or PHI through channels not designated for sensitive records. If a matter requires sensitive records, the Operating Firm may provide a designated secure method and instructions.
TOS-27.3 Third-Party Services processing
Portal features may be supported by Third-Party Services. As a result, data may be processed through Third-Party Services to operate the Portal and Services.
TOS-27.4 No implied HIPAA compliance
Unless the Operating Firm expressly designates a channel or workflow as appropriate for PHI, you should assume the Portal and related Third-Party Services are not intended to be HIPAA-compliant or covered by a business associate agreement.
TOS-28.0 Records, Audit Logs and Retention
TOS-28.1 Audit logs
The Portal and Services may generate logs of access, uploads, downloads, messages, and related events for security, compliance, and operational purposes.
TOS-28.2 Monitoring for security and compliance
The Operating Firm may monitor for abuse, fraud, security incidents, and policy violations. Monitoring does not create a duty to detect every issue.
TOS-28.3 Retention and exports
The Operating Firm may retain records consistent with Engagement Terms, Professional Obligations, and reasonable business practices. You are responsible for maintaining copies of materials you may need in the future unless Engagement Terms provide otherwise.
TOS-29.0 Electronic Signature and Electronic Record Consent
TOS-29.1 Consent
Where electronic signature workflows are offered, you consent to use of Electronic Signatures and Electronic Records for applicable documents and disclosures, consistent with UETA and the E-SIGN Act.
TOS-29.2 System requirements
You are responsible for maintaining access to the hardware, software, internet connection, and email or Portal access needed to receive and sign Electronic Records.
TOS-29.3 Withdrawing consent
You may withdraw consent to electronic delivery where permitted by law by contacting the Operating Firm using GPT-20.0. Withdrawal may delay services, require alternate delivery methods, or prevent use of certain workflows.
TOS-29.4 Copies and delivery issues
You may request copies where available. If electronic delivery fails, the Operating Firm may use an alternate delivery method.
TOS-30.0 Payments, Billing and Refunds
TOS-30.1 Payment categories
Billing and payments may fall into one or more categories:
- (a) Liaison Services subscription provided by the Operating Firm. Liaison Services may be offered as a subscription-based service provided by the Operating Firm.
- (b) Affiliate subscription products. Legal insurance products and identity protection services may be offered through the Operating Firm as an affiliate. These are Third-Party Services and are not services provided by the Operating Firm.
- (c) Legal services billed against retainer. Many legal services are billed hourly against a previously secured retainer held in a dedicated client trust account, as described in Engagement Terms and governed by Professional Obligations.
TOS-30.2 Online Payments and Payment Processors
Online Payments may be processed by a Payment Processor. The Operating Firm does not control the Payment Processor’s systems or availability. By submitting payment details, you authorize the charge for the amount presented to you at checkout or otherwise approved by you.
TOS-30.3 Liaison Services subscription billing and cancellation
If you enroll in Liaison Services, subscription price, billing frequency, renewal terms, and cancellation methods will be presented at signup or in the Service interface. The Operating Firm may suspend Liaison Services for failed payments or suspected fraud.
TOS-30.4 Affiliate subscription products
If you purchase a third-party subscription product through an affiliate relationship, the third-party provider controls product terms, eligibility, coverage determinations, service delivery, cancellations, refunds, billing practices, dispute handling, and privacy practices. Provider terms control.
TOS-30.5 Retainers, trust accounts, and availability of banking systems
Retainers are held in a dedicated client trust account at a third-party financial institution that is not under the Operating Firm’s control. The Operating Firm will comply with Engagement Terms and applicable Professional Obligations regarding safekeeping and handling of client funds. However, the Operating Firm does not guarantee uninterrupted availability of banking services, payment networks, or immediate access to funds in the event of circumstances outside its control, including outages, cyberattacks, government actions, economic disruptions, system instability, or similar events.
TOS-30.6 Chargebacks and payment disputes
If you initiate a chargeback or payment dispute, the Operating Firm may suspend Online Payments or Service access while the dispute is pending and may provide documentation to the Payment Processor in response.
TOS-30.7 Refund guidelines
Refund eligibility depends on the payment category and the terms presented at checkout or signup.
- (a) Liaison Services. Unless a different refund rule is presented at signup, refund requests should be submitted within 14 days of the original charge date. Approved refunds, if any, may be reduced or denied based on services already delivered.
- (b) Affiliate products. Refunds and cancellations for affiliate subscription products are governed by the provider’s rules unless the Operating Firm expressly states otherwise at checkout.
- (c) Retainers. Any return of unearned retainer funds, if applicable, is governed by Engagement Terms and Professional Obligations. Earned fees are not refundable.
TOS-30.8 Receipts and timing
If a refund is approved, the Operating Firm will submit it within 10 Business Days. Processing times vary by Payment Processor and financial institution.
TOS-31.0 Complaints and Escalation
TOS-31.1 Intake and acknowledgment
Complaints may be submitted using the method in GPT-20.0 and should include the complainant’s name, matter identifier if available, the issue, relevant dates, and the preferred contact method. The Operating Firm will use reasonable efforts to acknowledge complaints within a reasonable time.
TOS-31.2 Review, response timelines and escalation path
The Operating Firm will use a reasonable internal process to review complaints, route them to appropriate personnel, and provide status updates where appropriate. If a complaint is not resolved at the initial level, it may be escalated within the Operating Firm.
TOS-31.3 Recordkeeping and anti-retaliation
The Operating Firm may keep records of complaints and related communications. The Operating Firm will not retaliate against a Client for raising a good-faith complaint.
TOS-31.4 External options
Where applicable, a complainant may choose to submit a complaint to third-party channels such as the BBB or to relevant regulators. The Operating Firm may publish a state or provincial regulator listing page in the Policy Center or Site footer similar to common “state licensing” formats.
TOS-31.5 Billing and subscription complaints
Complaints relating to billing, Online Payments, Liaison Services charges, cancellations, or refund requests should include the payment date, amount, method, and service category to expedite review.
TOS-32.0 Service Availability, Maintenance and Changes
TOS-32.1 Availability
Services may be unavailable from time to time due to maintenance, updates, Third-Party Services issues, or other factors.
TOS-32.2 Feature changes and deprecation
The Operating Firm may modify, replace, or discontinue features, including Portal capabilities, with or without notice where reasonable.
TOS-33.0 Suspension and Termination
TOS-33.1 Suspension
The Operating Firm may suspend access to the Portal or Services for security reasons, policy violations, suspected fraud, or to comply with law.
TOS-33.2 Termination
The Operating Firm may terminate Account access when a matter concludes, when access is no longer required, or for policy violations, subject to Engagement Terms and Professional Obligations where applicable.
TOS-33.3 Effect of termination
Termination may result in loss of access to Portal content. Retention and access to records are governed by Engagement Terms, Professional Obligations, and GPT.
TOS-34.0 Third-Party Services and Integrations
TOS-34.1 Third-Party Services
Some Services may rely on Third-Party Services. The Operating Firm does not control Third-Party Services and does not guarantee their availability or performance.
TOS-34.2 Your third-party accounts
If you connect third-party accounts, you are responsible for those accounts, their security, and their terms.
TOS-35.0 Intellectual Property Baseline
Intellectual property ownership and licensing are addressed in the GPT and in the applicable Copyright and Fair Use Notice. Nothing in these TOS grants you rights beyond the limited permissions stated in those policies.
TOS-36.0 Dispute Resolution, Arbitration and Limitation of Liability
Dispute resolution order, arbitration, disclaimers, and limitation of liability are addressed together in GPT-16.0 and apply to these TOS as incorporated by reference.
TOS-37.0 Global Terms Apply
Indemnification, severability, waiver, assignment, and other global terms are addressed in the GPT and apply to these TOS as incorporated by reference.
TOS-38.0 Contact
See GPT-20.0.
Terms of Service
←Back to Policy Center
Terms of Service
Client Portal and Online Services
These Terms of Service (“TOS”) are part of the Policy Center. They incorporate the General Policy Terms (“GPT”) by reference. Capitalized terms not defined here have the meanings given in the GPT.
TOS-21.0 Incorporation and Scope
TOS-21.1 Incorporation by reference
These TOS incorporate the GPT, which are included as if fully set forth here.
TOS-21.2 What these TOS cover
These TOS govern use of Services that are client-facing or account-based, including any Portal, secure document exchange, authenticated messaging, scheduling features, Online Payments where offered, electronic signature workflows and any other Services presented as governed by these TOS.
TOS-21.3 What these TOS do not cover
Legal representation is governed by Engagement Terms. Nothing in these TOS creates an attorney-client relationship, changes Engagement Terms, or limits Professional Obligations.
TOS-21.4 Other Policies apply
Use of the Site and Services is also subject to the Terms of Use and the Acceptable Use Policy. Where applicable, Notices and other sub-policies in the Policy Center may apply to specific features.
TOS-22.0 Acceptance, Assent and Discontinuation
TOS-22.1 Acceptance
By creating, accessing, or using an Account, Portal, or any Service governed by these TOS, you agree to these TOS and the GPT.
TOS-22.2 If you do not agree, discontinue use
If you do not agree, do not use the Portal or Services and discontinue use immediately.
TOS-22.3 Additional acknowledgments
Certain workflows may require additional acknowledgments, including electronic signature consent, payment authorization, or other confirmations presented at the point of interaction.
TOS-23.0 Accounts, Authorized Users and Eligibility
TOS-23.1 Account creation
The Operating Firm may create Accounts for Clients or may allow Clients to create Accounts through an invitation or onboarding process. The Operating Firm may decline, limit, suspend, or revoke Account access as permitted by these TOS, the AUP, the GPT, or Engagement Terms.
TOS-23.2 Authorized Users
Clients are responsible for identifying Authorized Users and for the access they grant. Authorized Users must use the Account only for permitted purposes related to the Client’s matter or Services.
TOS-23.3 Identity verification
The Operating Firm may require reasonable verification before granting access, restoring access, or approving changes to Account permissions.
TOS-23.4 Updates to Account information
You are responsible for keeping Account contact details current. Communications may be delivered through the Portal, email, SMS, or other channels as described in the GPT.
TOS-24.0 Account Security and Access Controls
TOS-24.1 Credentials and security responsibility
You are responsible for safeguarding Credentials, devices, and access methods used to access the Portal. Do not share Credentials with unauthorized persons.
TOS-24.2 Multi-factor authentication
The Operating Firm may require MFA for some or all Accounts. You are responsible for maintaining access to your MFA method and promptly updating it when needed.
TOS-24.3 Session timeouts and device hygiene
The Portal may use session timeouts and other controls to reduce risk. You are responsible for logging out on shared devices and maintaining reasonable device security.
TOS-24.4 Suspected compromise
If you suspect unauthorized access, notify the Operating Firm using the method in GPT-20.0 and take reasonable steps to secure your devices and accounts.
TOS-25.0 Acceptable Use and Enforcement
TOS-25.1 Acceptable Use Policy
Use of the Portal and Services is subject to the Acceptable Use Policy. Violations may result in suspension, termination, or other enforcement actions.
TOS-25.2 No interference or misuse
You may not attempt to bypass security controls, disrupt Services, scrape content, or misuse the Portal, Telecommunications Features, or AI-enabled features.
TOS-25.3 Enforcement actions
The Operating Firm may investigate suspected violations and take reasonable action, including rate limiting, blocking, suspension, termination, or preservation of logs consistent with the AUP and GPT.
TOS-26.0 Communications, Deadlines and Non-Emergency Use
TOS-26.1 Not for emergencies
The Portal and other electronic channels are not intended for emergencies. Do not use the Portal as your only method for time-sensitive communications unless the Operating Firm has expressly agreed in writing.
TOS-26.2 Delivery and monitoring limits
Portal messages, emails, and other Electronic Communications may be delayed, filtered, or not delivered. The Operating Firm does not guarantee continuous monitoring of every channel.
TOS-26.3 Notices through the Portal
The Operating Firm may provide notices, updates, and documents through the Portal, subject to Engagement Terms and Professional Obligations where applicable.
TOS-27.0 Uploads, Content Standards and Sensitive Records
TOS-27.1 Upload and submission rules
The Portal may limit file types, sizes, or formats. You are responsible for ensuring uploaded content is lawful and does not infringe third-party rights.
TOS-27.2 Sensitive Information and PHI boundaries
Do not submit Sensitive Information or PHI through channels not designated for sensitive records. If a matter requires sensitive records, the Operating Firm may provide a designated secure method and instructions.
TOS-27.3 Third-Party Services processing
Portal features may be supported by Third-Party Services. As a result, data may be processed through Third-Party Services to operate the Portal and Services.
TOS-27.4 No implied HIPAA compliance
Unless the Operating Firm expressly designates a channel or workflow as appropriate for PHI, you should assume the Portal and related Third-Party Services are not intended to be HIPAA-compliant or covered by a business associate agreement.
TOS-28.0 Records, Audit Logs and Retention
TOS-28.1 Audit logs
The Portal and Services may generate logs of access, uploads, downloads, messages, and related events for security, compliance, and operational purposes.
TOS-28.2 Monitoring for security and compliance
The Operating Firm may monitor for abuse, fraud, security incidents, and policy violations. Monitoring does not create a duty to detect every issue.
TOS-28.3 Retention and exports
The Operating Firm may retain records consistent with Engagement Terms, Professional Obligations, and reasonable business practices. You are responsible for maintaining copies of materials you may need in the future unless Engagement Terms provide otherwise.
TOS-29.0 Electronic Signature and Electronic Record Consent
TOS-29.1 Consent
Where electronic signature workflows are offered, you consent to use of Electronic Signatures and Electronic Records for applicable documents and disclosures, consistent with UETA and the E-SIGN Act.
TOS-29.2 System requirements
You are responsible for maintaining access to the hardware, software, internet connection, and email or Portal access needed to receive and sign Electronic Records.
TOS-29.3 Withdrawing consent
You may withdraw consent to electronic delivery where permitted by law by contacting the Operating Firm using GPT-20.0. Withdrawal may delay services, require alternate delivery methods, or prevent use of certain workflows.
TOS-29.4 Copies and delivery issues
You may request copies where available. If electronic delivery fails, the Operating Firm may use an alternate delivery method.
TOS-30.0 Payments, Billing and Refunds
TOS-30.1 Payment categories
Billing and payments may fall into one or more categories:
- (a) Liaison Services subscription provided by the Operating Firm. Liaison Services may be offered as a subscription-based service provided by the Operating Firm.
- (b) Affiliate subscription products. Legal insurance products and identity protection services may be offered through the Operating Firm as an affiliate. These are Third-Party Services and are not services provided by the Operating Firm.
- (c) Legal services billed against retainer. Many legal services are billed hourly against a previously secured retainer held in a dedicated client trust account, as described in Engagement Terms and governed by Professional Obligations.
TOS-30.2 Online Payments and Payment Processors
Online Payments may be processed by a Payment Processor. The Operating Firm does not control the Payment Processor’s systems or availability. By submitting payment details, you authorize the charge for the amount presented to you at checkout or otherwise approved by you.
TOS-30.3 Liaison Services subscription billing and cancellation
If you enroll in Liaison Services, subscription price, billing frequency, renewal terms, and cancellation methods will be presented at signup or in the Service interface. The Operating Firm may suspend Liaison Services for failed payments or suspected fraud.
TOS-30.4 Affiliate subscription products
If you purchase a third-party subscription product through an affiliate relationship, the third-party provider controls product terms, eligibility, coverage determinations, service delivery, cancellations, refunds, billing practices, dispute handling, and privacy practices. Provider terms control.
TOS-30.5 Retainers, trust accounts, and availability of banking systems
Retainers are held in a dedicated client trust account at a third-party financial institution that is not under the Operating Firm’s control. The Operating Firm will comply with Engagement Terms and applicable Professional Obligations regarding safekeeping and handling of client funds. However, the Operating Firm does not guarantee uninterrupted availability of banking services, payment networks, or immediate access to funds in the event of circumstances outside its control, including outages, cyberattacks, government actions, economic disruptions, system instability, or similar events.
TOS-30.6 Chargebacks and payment disputes
If you initiate a chargeback or payment dispute, the Operating Firm may suspend Online Payments or Service access while the dispute is pending and may provide documentation to the Payment Processor in response.
TOS-30.7 Refund guidelines
Refund eligibility depends on the payment category and the terms presented at checkout or signup.
- (a) Liaison Services. Unless a different refund rule is presented at signup, refund requests should be submitted within 14 days of the original charge date. Approved refunds, if any, may be reduced or denied based on services already delivered.
- (b) Affiliate products. Refunds and cancellations for affiliate subscription products are governed by the provider’s rules unless the Operating Firm expressly states otherwise at checkout.
- (c) Retainers. Any return of unearned retainer funds, if applicable, is governed by Engagement Terms and Professional Obligations. Earned fees are not refundable.
TOS-30.8 Receipts and timing
If a refund is approved, the Operating Firm will submit it within 10 Business Days. Processing times vary by Payment Processor and financial institution.
TOS-31.0 Complaints and Escalation
TOS-31.1 Intake and acknowledgment
Complaints may be submitted using the method in GPT-20.0 and should include the complainant’s name, matter identifier if available, the issue, relevant dates, and the preferred contact method. The Operating Firm will use reasonable efforts to acknowledge complaints within a reasonable time.
TOS-31.2 Review, response timelines and escalation path
The Operating Firm will use a reasonable internal process to review complaints, route them to appropriate personnel, and provide status updates where appropriate. If a complaint is not resolved at the initial level, it may be escalated within the Operating Firm.
TOS-31.3 Recordkeeping and anti-retaliation
The Operating Firm may keep records of complaints and related communications. The Operating Firm will not retaliate against a Client for raising a good-faith complaint.
TOS-31.4 External options
Where applicable, a complainant may choose to submit a complaint to third-party channels such as the BBB or to relevant regulators. The Operating Firm may publish a state or provincial regulator listing page in the Policy Center or Site footer similar to common “state licensing” formats.
TOS-31.5 Billing and subscription complaints
Complaints relating to billing, Online Payments, Liaison Services charges, cancellations, or refund requests should include the payment date, amount, method, and service category to expedite review.
TOS-32.0 Service Availability, Maintenance and Changes
TOS-32.1 Availability
Services may be unavailable from time to time due to maintenance, updates, Third-Party Services issues, or other factors.
TOS-32.2 Feature changes and deprecation
The Operating Firm may modify, replace, or discontinue features, including Portal capabilities, with or without notice where reasonable.
TOS-33.0 Suspension and Termination
TOS-33.1 Suspension
The Operating Firm may suspend access to the Portal or Services for security reasons, policy violations, suspected fraud, or to comply with law.
TOS-33.2 Termination
The Operating Firm may terminate Account access when a matter concludes, when access is no longer required, or for policy violations, subject to Engagement Terms and Professional Obligations where applicable.
TOS-33.3 Effect of termination
Termination may result in loss of access to Portal content. Retention and access to records are governed by Engagement Terms, Professional Obligations, and GPT.
TOS-34.0 Third-Party Services and Integrations
TOS-34.1 Third-Party Services
Some Services may rely on Third-Party Services. The Operating Firm does not control Third-Party Services and does not guarantee their availability or performance.
TOS-34.2 Your third-party accounts
If you connect third-party accounts, you are responsible for those accounts, their security, and their terms.
TOS-35.0 Intellectual Property Baseline
Intellectual property ownership and licensing are addressed in the GPT and in the applicable Copyright and Fair Use Notice. Nothing in these TOS grants you rights beyond the limited permissions stated in those policies.
TOS-36.0 Dispute Resolution, Arbitration and Limitation of Liability
Dispute resolution order, arbitration, disclaimers, and limitation of liability are addressed together in GPT-16.0 and apply to these TOS as incorporated by reference.
TOS-37.0 Global Terms Apply
Indemnification, severability, waiver, assignment, and other global terms are addressed in the GPT and apply to these TOS as incorporated by reference.
TOS-38.0 Contact
See GPT-20.0.