Frequently Asked Questions

We want you to have a fantastic customer experience each and every time you use the platform.

So, we’ve prepared answers to the most frequently asked questions, ranging from using the platform to accounts and payment; how the privacy policy and terms of use work; what to do in certain situations and a special list of questions and answers just for the advisors.

If your question is not addressed below, or you would like more information, please get in touch here and we will not only assist you to solve your immediate query, but we’ll also consider whether it too should be in the FAQ list!

Verification of ID

First, take a picture of your ID with your phone camera, or perhaps scan it if you work in an office. Then, click on the Verify My ID button, enter your full name as it appears on your ID, your date of birth and your residential address. Then upload a copy of your ID to be verified.

Once the system verifies your ID, the data is encrypted and stored on your dashboard, which means no one but you can access that information. Not even our team and de-encrypt it, so remember your password as we can’t just reset something that is encrypted.

If you don’t have enough ID available to be verified, please give us a call on 1300 66 46 88 and we will discuss options with you. We are required by law to show that we have done identification checks on our customers, so we will look to find solutions that meet that requirement, and work for you.

You must be at least 18 years of age to use the Law On Earth system. If you are under 18, your guardian or parent will need to set up the account and create the documents or get the advice you require.

It is best to have valid ID but if you urgently need advice and only have expired ID, please contact us to manually process your verification of ID.

We require you to renew your ID verification every 2 years.

You need to call us immediately on 1300 66 46 88 and we will look at suspending their account until the issue is investigated.

A: We do not permit you to have multiple accounts until one is a personal account and the other is for business. You must not set up fake accounts or set up accounts for other people without their express consent.

Making Payments

We do not store your credit card or debit card details – you enter them into the payment gateway when you initially set up your account and that payment gateway encrypts your details, so they are at no point in time available to us to see, only to act on in the system.

The platform will send you a notification when your expiry date is approaching so that you will be prompted to put in your new details. If you do forget and try to book an Advice Session but your card is expired, you will be able to put the new details in at that stage too.

Yes, you will have a receipt saved in your Dashboard if you’re a Premium Member, otherwise if you’re not a Premium Member, we will email it to you.

Unfortunately, it is not possible to pay for the advice session in parts – it must be paid in one go. In this situation, it may be best to borrow the funds from friends and family and then pay them back in parts so that you can still get the advice you need but manage your cashflow in smaller chunks.

The Advisor that you engage must be a specialist in the field of law that your legal need lies in. You have complete control over booking the correct lawyer as each lawyer must . If you find that there has been a system error and the Advisor suggested to you does not have the relevant skills for the type of advice you need, please get in touch with us. Remember, getting legal advice doesn’t mean your legal need will just go away, and sometimes the advice may be hard to accept where the outcome for you is not what you want. But its important to know your legal position so you can make the best decisions about your next steps.

Accounts

Yes, you can use a debit card if you don’t have a credit card.

We are unable to accept Apple Pay, Bartercard or Bitcoin as payment. You can arrange a direct debit instead – please call us no 1300 66 46 88 to set this up.

When you subscribe for a period of time, you are entering into a contract for payment for that period. If you cannot meet your financial commitments, you should contact us to discuss a payment plan, or potentially transferring your subscription to another person.

Where an advisor does not commence the advice session, any funds you have paid will not be passed onto the advisor. We will contact you to ascertain if you would like to rebook with another advisor or would like a refund.

Where an advisor does not complete the advice session, the portion of the session that was not completed rounded down to the closest 10-minute lot will be rebooked with that advisor without further charge to you. If you are in an area where the internet is not sufficient for doing video sessions, we will refund your money less an administration fee. Please contact us if this situation arises for you and we will review the video statistics to ascertain the issue and create a solution that may work, or otherwise issue a refund to you.

All Advice Sessions must be paid for in advance to ensure the system runs lean and we can keep the cost of managing the platform low for you.

Terms & Privacy

You should be very careful with your log in details and never give them to anyone else. Even if another person managed to get your password and can see your Dashboard, there is a second layer of security which sends a verification email to initiate the download, rather than being able to just open the advice. So that person could only see your Profile, the documents you’ve created, your calendar, articles and videos in the Learning Centre you have saved as Favourites, and the links only to your Advice. It would most likely be easier to break into a lawyer’s office and steal your paper-based file!

No, when you get legal advice, you are engaging a lawyer like you would if you went to a traditional firm, and any advice provided to you is 100% your advice and likely to be covered by legal privilege (which essentially means the lawyer can’t give it to someone else – they have to protect your privacy and confidentiality).

You need to call us immediately on 1300 66 46 88 and we will look at suspending their account until the issue is investigated.

We do not permit you to have multiple accounts until one is a personal account and the other is for business. You must not set up fake accounts or set up accounts for other people without their express consent.

No, we hate spammer and wouldn’t do that to you. If other advisors want to get your attention, they can do that by providing their material in the free Learning Centre so that it shows up when you do a search about a specific topic that they are an expert in. We want you to feel safe, secure and not harassed at any time in the platform, so if you feel an advisor is making you feel uncomfortable at any time, please let us know.

Yes, you will still have access to the documents you have created, the Human Guides that go with each one, any Guides you have purchased and your recorded advice sessions. You will not have access to amend the documents you have created using the Wizard or create further documents, unless you purchase them individually or reactivate your subscription again.

We will always comply with our Privacy Policy. The data we collect may be used for improving our systems to provide you with higher levels of customer service, greater functionality, tighter security, improved services and products and to constantly improve the overall user experience of the platform.

Advisors

You will need to have an Unrestricted Principle Certificate and your own professional indemnity insurance.

Yes, so long as you are covered by the relevant professional indemnity insurance mandated by the Law Society of the State of Australia you are practicing in, you have an unrestricted practicing Certificate and you have a minimum of 3 years’ experience, you can become an advisor.

All advisors must be covered by professional indemnity insurance, and hold all relevant certificates, qualifications and approvals of authorizing bodies to provide the professional services the advisor is holding themselves out as an expert in. If you are an authorized conveyancer in a State of Australia where you are not required to be a lawyer, you can be an Advisor specifically for conveyancing work only.

Yes, provided to maintain your principal practicing certificate and your professional indemnity insurance. You must also consider the location to which you are going and whether the internet will be sufficient to facilitate video sessions. Remember that you will need to update your available timeslots to suit the time zone in your new location.

In order for a customer to bring the claim, it is likely that they will need to rely on the recorded video advice session. For security reasons, the only people able to access that advice is you and the customer, to protect legal privilege. You should contact your insurer and advise them of the situation and also let us know so that we can assist where possible.

Great! The more content the better. To submit articles, please email the article plus a copy of your logo if you have one, to learningcentreAU@lawonearth.com and we will first review and approve the article or video, request amendments or advise why the article or video may not be published. Once it is approved, we will upload it the Learning Centre and alert our customers to check it out. This will often lead a lot more client bookings for contributing Advisors, so make sure you have time to accept the bookings into your calendar.

Doing an audio advice session is only approved where the client does not have a camera available for a video session. The basis of the platform is to replicate the face to face meeting with a lawyer but in the online environment so the video camera element is crucial to building that trust between advisor and client/customer.

Subscriptions

When you subscribe for a period of time, you are entering into a contract for payment for that period. If you cannot meet your financial commitments, you should contact us to discuss a payment plan, or potentially transferring your subscription to another person.

Where an advisor does not commence the advice session, any funds you have paid will not be passed onto the advisor. We will contact you to ascertain if you would like to rebook with another advisor or would like a refund.

Where an advisor does not complete the advice session, the portion of the session that was not completed rounded down to the closest 10-minute lot will be rebooked with that advisor without further charge to you. If you are in an area where the internet is not sufficient for doing video sessions, we will refund your money less an administration fee. Please contact us if this situation arises for you and we will review the video statistics to ascertain the issue and create a solution that may work, or otherwise issue a refund to you.

Yes, please get in touch with us for pricing on corporate subscriptions.

Law On Earth

making legal services accessible to everyone

Law On Earth AU Pty Ltd
Level 54, 111 Eagle Street,
Brisbane City QLD 4000
Phone: 1300 66 46 88