What We Guarantee

We stand behind the quality of our document preparation service with these specific guarantees:

1. Document Accuracy Guarantee:

   • We guarantee that the divorce documents we prepare for you will accurately reflect the information you provide in your completed Untie the Knot questionnaire and any subsequent verified instructions we receive from you.
   • If you find an error in the documents that was caused by us (meaning it does not accurately reflect the information you provided), notify us promptly, and we will correct the error free of charge.

2. Court Filing Acceptance Guarantee:

   • We guarantee that the divorce documents prepared by Untie the Knot, based on the information you provide, will be accepted for filing by the relevant court registry.
   • If your documents are rejected for filing solely because of a document preparation error made by Untie the Knot (e.g., incorrect form use, formatting errors attributable to us), we will correct the documents and assist you with the refiling process at no additional charge. To validate a claim under this guarantee, confirmation of the rejection reason (usually via the court's rejection notice) is required. Please ensure this information is made available to us promptly, whether the notice is sent directly to you or to us by the court.
   • (This guarantee covers acceptance for filing only, not the final granting of the divorce by a judge – see Limitations below).

3. Preparation Timeliness Guarantee:

   • We guarantee to complete the initial preparation of your draft divorce documents within seven (7) business days after the day we receive:
     • Your fully completed Untie the Knot questionnaire; AND
     • All necessary supporting information and documentation requested by us; AND
     • Full payment for your selected service package.
   • (Business days are Monday to Friday, excluding statutory holidays).
     

Divorce Granted Guarantee

Untie the Knot guarantees that if you use our service correctly and provide accurate information, the documents we prepare will lead to your divorce being granted by the court, subject to the critical exceptions listed below.

• Our Promise: If, after your divorce documents prepared by Untie the Knot have been properly filed and processed by the court, the court ultimately refuses to grant the final divorce order, Untie the Knot will refund 100% of the service fee you paid directly to Untie the Knot for the specific document preparation package purchased.
• Exclusions from Refund: This refund does not cover court filing fees, or any third-party costs (e.g., process serving, couriers).
• Guarantee Does Not Apply If: This guarantee is void and no refund will be issued if the divorce is not granted for any reason outlined in the "What's Not Covered (Limitations & Exclusions)" section below. This includes, but is not limited to:
  • Issues arising from incorrect, incomplete, or misleading information provided by you or your spouse.
  • The divorce becoming contested or your spouse withdrawing consent or refusing to cooperate.
  • Failure to meet fundamental legal requirements (e.g., separation period, residency).
  • Any of the specific complex situations listed below (e.g., marriage duration less than 6 months, cohabitation, significant Guideline deviations, low income with children, duplicate proceedings).
  • Any factor based on judicial discretion concerning the substance of your case unrelated to the accuracy or format of the documents prepared by us based on the information you provided.

To be clear: We cannot guarantee a judge's decision, as that depends on the law and your specific circumstances. This guarantee provides a refund of our service fee only if the divorce fails solely because of an issue with our document preparation (that wasn't correctable under the Filing Acceptance Guarantee) AND none of the exclusions apply.

What's Not Covered (Limitations & Exclusions)

Our service focuses specifically on document preparation for uncontested divorces based on your information. Therefore, our guarantee does not cover the following:

• Granting of the Divorce: The final decision to grant a divorce order rests solely with a judge based on the applicable laws and the specifics of your case. We do not guarantee that a judge will grant your divorce.
• Court Processing Times: We cannot control or guarantee how long the court system will take to process your application after it has been filed. Court timelines vary significantly by jurisdiction and workload and are entirely outside our control. Experience has shown us that although the majority of divorces are completed in about three to six (3-6) months, it can take longer for your divorce to be finalized. It is therefore strongly recommended that you begin your divorce proceedings well in advance of planning a wedding!
• Errors in Client Information: Issues, delays, or rejections resulting from incorrect, incomplete, false, or misleading information provided by you (or your spouse) are not covered.
• Changes in Circumstances: The guarantee does not apply if your situation changes after we prepare your documents in ways that affect the uncontested nature of your divorce. This includes, but is not limited to:
  • Your divorce becoming contested (disagreements arise between spouses).
  • You and your spouse reconciling.
  • Material facts changing that impact support, property, or parenting arrangements as initially provided to us.
• Failure to Meet Legal Requirements: Our guarantee assumes you meet the fundamental legal prerequisites for divorce in your province (e.g., required separation period, residency requirements). We do not guarantee eligibility or outcomes if these basic requirements are not met.
• Need for Legal Advice: Our service does not include legal advice. The guarantee does not cover any issues, complexities, or outcomes that require assessment or guidance from a qualified lawyer.
• Serving Documents: Unless explicitly included as part of a specific service package add-on you purchased, our guarantee does not cover problems or delays related to the formal service of divorce documents on your spouse.
• Third-Party Actions/Delays: We are not responsible for delays or issues caused by third parties, including (but not limited to) your spouse, court registry staff, mail or courier services, or process servers.
• Complex Situations: Situations that may indicate complexity beyond the scope of our standard uncontested document preparation service might not be covered by this guarantee, as they often require legal advice or court intervention. Our guarantee also does not apply, and refunds may not be issued, if certain specific circumstances exist which often lead to court scrutiny or rejection, including but not limited to:
  • The duration of the marriage was less than 6 months.
  • Both spouses are still residing at the same address at the time of filing without clear evidence of separation.
  • Child support arrangements deviate significantly from the Federal Child Support Guidelines without adequate justification acceptable to the court.
  • Income is reported as none or very low (e.g., less than $20,000 per year) in cases where there are children of the marriage, potentially raising judicial questions about support adequacy.
  • There was an unreported duplicate divorce proceeding.
  • If your situation involves such complexities, our standard service may not be suitable, and we strongly recommend seeking independent legal advice.
    

How the Guarantee Works (Making a Claim)

If you believe a guarantee (Document Accuracy, Filing Acceptance, Timeliness, or Divorce Grant) has not been met:

1. Notify Us Promptly: Contact us as soon as possible after identifying the issue.
2. Provide Details: Include your name, file number, the specific guarantee, a description of the issue, and essential supporting documents (e.g., court rejection notice specifying our error).
3. Acknowledgement: We will acknowledge receipt of your guarantee claim within two (2) business days.
4. Review: We will investigate your claim based on the guarantee terms and your file.
5. Resolution: If your claim is validated under the terms of this guarantee, we will perform the corrective action specified in the relevant guarantee section (e.g., correcting the documents, assisting with refiling) at no additional charge to you. We will aim to complete this corrective action within a reasonable timeframe.

Important Clarification: This Guarantee provides for the correction of our work as the specific remedy for a validated claim. It does not provide for monetary refunds. Refunds are handled separately under our Cancellation and Refund Policy.

Cancellation and Refund Policy

This policy outlines the conditions under which you may cancel your Untie the Knot service and receive a refund of fees paid to Untie the Knot.

• Scope: This policy applies to the refund of service fees paid directly to Untie the Knot for our document preparation packages.
  • Non-Refundable Costs: Court filing fees are non-refundable once paid to the court. Fees for pre-paid divorce certificates are non-refundable once ordered. Fees for any third-party services arranged (e.g., process serving, couriers) are also non-refundable once incurred.
  • Refund of Undisbursed Fees: We will refund any undisbursed court fees or pre-paid divorce certificate fees held by us at the time of cancellation.
• Eligibility & Refund Tiers: Refunds of the Untie the Knot service fee are processed based on the stage of service completion when we receive your written cancellation request:
  • Full Service Fee Refund: If your written request is received before we begin document preparation.
  • Partial Service Fee Refund (Platinum Clients Only): If you purchased the Platinum service package and your written cancellation request is received after we have begun document preparation but before any documents have been filed with the court, we will downgrade your service level to Gold and refund the $400 difference in service fees.
  • No Service Fee Refund: No refund of the Untie the Knot service fee will be issued if your cancellation request is received after draft documents have been sent to you for review (for Gold clients), or after any documents have been filed with the court (for Platinum clients), or under other circumstances outlined below.
• No Refund Circumstances: No service fee refund applies if cancellation is due to changing your mind after work begins (subject to eligibility above), spouse non-cooperation, the case becoming contested, failure to provide required information, failure to meet legal requirements, or other reasons listed under "Limitations & Exclusions".
• Process: Submit written cancellation requests to info@untietheknot.ca. Approved refunds (including any undisbursed court/certificate fees) are processed within 10-15 business days to the original payment method.