Please read these terms carefully. By scheduling a consultation, signing a service agreement, or using any Loss Ally services, you agree to be bound by these Terms of Service. If you have questions about anything here, please reach out before engaging our services — we're always happy to talk through it.
Scope of Services
Loss Ally provides administrative coordination and organizational support to families and individuals navigating the practical tasks that follow a death or major life transition. Our services are defined in the service agreement or statement of work you receive at the time of engagement. Services may include, but are not limited to:
- Preparation and organization of administrative task lists and estate checklists
- Coordination with government agencies (Social Security Administration, IRS, DMV, and similar bodies) on your behalf
- Drafting and sending notification letters to financial institutions, employers, and service providers
- Liaison and scheduling support with attorneys, accountants, and other licensed professionals you have retained
- Guidance and support for closing or transferring bank accounts, insurance policies, subscriptions, and digital accounts
- Digital estate management, including social media memorialization or removal requests
- Document organization, record-keeping, and secure file archiving
- Grief support referrals and resource matching
The specific services included in your engagement are detailed in your individual service agreement. Services are provided within the United States only. Loss Ally reserves the right to decline any engagement that falls outside the scope of our expertise or that we are unable to fulfill at our standard of care.
Your role. To perform our services effectively, we rely on you to provide accurate information, respond to reasonable requests in a timely manner, and notify us of any changes to your situation. We are not responsible for delays or incomplete outcomes caused by information we were not given.
What We Don't Provide
Loss Ally is not a law firm, accounting firm, financial advisory firm, or licensed healthcare provider. The following services are expressly outside the scope of what we offer, and nothing we say or do should be interpreted as a substitute for professional licensed advice in these areas:
Not Legal Advice
We do not practice law, interpret wills or trust documents, advise on probate strategy, or represent you in any legal proceeding. We can help you organize documents and connect you with qualified attorneys — but legal judgment rests with licensed lawyers.
Not Financial Advice
We do not provide investment guidance, tax strategy, or financial planning. We can coordinate with financial institutions and assist with the administrative steps of account closure — but financial decisions require a licensed financial advisor or CPA.
Not Therapy or Counseling
We are not grief therapists or licensed counselors. We approach our work with deep compassion and can connect you with professional grief support resources, but emotional or clinical care is outside our scope.
No Guarantee of Outcomes
We cannot guarantee how third parties — institutions, government agencies, or courts — will respond or how long their processes will take. Our role is to advocate and coordinate; ultimate outcomes depend on factors outside our control.
When legal, financial, or other licensed professional services are needed, we will let you know clearly, provide referrals where possible, and work alongside those professionals — but not in place of them. No communication from Loss Ally constitutes legal or financial advice.
No Attorney-Client Relationship
Engaging Loss Ally does not create an attorney-client relationship of any kind. Loss Ally is not a law firm and is not licensed to practice law in any jurisdiction. No communication from Loss Ally — written, verbal, or otherwise — constitutes legal advice or legal counsel.
Nothing Loss Ally does on your behalf constitutes legal representation. We do not file court documents, appear in any legal proceeding, or act as your legal agent. For all legal matters related to your estate, probate, trusts, or personal circumstances, you must retain a licensed attorney independently.
Why this matters. Estate and probate matters often involve legal rights and deadlines that only a licensed attorney can advise on. We will always tell you when something requires legal counsel and connect you with a qualified attorney — but we cannot serve as a substitute for one.
Client Responsibilities
A successful engagement depends on active collaboration. By engaging our services, you agree to the following responsibilities:
- Provide accurate, complete, and timely information about the estate and your circumstances, including relevant documents such as death certificates, the will, account statements, and any existing legal filings.
- Respond to advisor requests within a reasonable timeframe — typically within 3 to 5 business days — to avoid delays in completing tasks on your behalf.
- Understand that certain actions require your direct authorization and cannot be completed by Loss Ally on your behalf. These include signing legal documents, authorizing financial transfers, making binding decisions about the estate, and any action that requires an executor's or administrator's legal signature.
- Notify us promptly of any changes to your situation — including changes to the estate's scope, new legal filings, or a change in your role as executor or administrator — that may affect the services being provided.
- Ensure that anyone acting on your behalf in communications with Loss Ally has authority to do so.
Loss Ally is not responsible for delays, missed deadlines, or incomplete outcomes that result from information you did not provide, documents you did not share, or authorizations you did not give in a timely manner.
Payment Terms
Loss Ally offers flat-fee service packages, the prices of which are set out on our website and in your individual service agreement. By engaging our services, you agree to the following payment terms:
- Payment is due in full at the time of service agreement execution, unless a separate written payment schedule has been agreed upon.
- Accepted payment methods include credit card, debit card, and ACH bank transfer. All payments are processed securely through our payment processor.
- For Full Service or custom-scoped engagements, a deposit of 50% may be required to begin work, with the remainder due upon completion of the first project milestone.
- All fees are stated in U.S. dollars. Loss Ally is not responsible for any currency conversion fees or bank charges on your end.
- Invoices not paid within 14 days of the due date may result in a pause in services until the balance is settled.
- Third-party costs — such as court filing fees, notary fees, postage, or document retrieval charges — are not included in our service fees and will be passed through to you at cost with advance notice.
Flat-fee promise. We believe you should never worry about the clock running while we work on your behalf. Our flat-fee pricing means the time we spend is our concern, not yours — you'll never receive an unexpected hourly bill unless a scope change has been agreed to in writing.
Overage Policy
Each service package includes a defined number of advisor support hours, as specified in your service agreement. If your engagement requires time beyond what is included, the following applies:
- Your advisor will notify you before any overage occurs and will provide a written estimate of additional hours needed before proceeding.
- No overage charges will be applied without your explicit written approval. We will never bill you for additional time you have not agreed to in advance.
- Approved overage hours are billed at the hourly rate specified in your service agreement.
- In some cases, the scope of an engagement may make upgrading to the next service tier more cost-effective than billing overage hours. Where this applies, your advisor will present both options for your consideration.
- Overage hours are invoiced separately and are due within 5 days of the invoice date.
No surprises. We will always tell you before we exceed your included hours and always get your approval before continuing. You will never receive an unexpected bill for time you didn't authorize.
Refund Policy
We want to be straightforward about our refund policy so there are no surprises:
- Within 48 hours of payment: Full refund, no questions asked. Simply contact us in writing within 48 hours of your payment and we will return the full amount.
- After 48 hours: All fees are non-refundable. Once the 48-hour window has passed, no refund will be issued regardless of whether services have commenced.
To request a refund within the 48-hour window, please email us at support@lossally.com. Refunds are processed within 10 business days and returned to the original payment method.
Hardship circumstances. We recognize that grief can bring unexpected financial or situational changes. If you find yourself in a genuine hardship situation, please reach out and speak with us directly — we will do our best to find a reasonable resolution.
Third-Party Referrals
In the course of our work, Loss Ally may refer you to third-party professionals, including but not limited to attorneys, certified public accountants, financial advisors, real estate agents, grief therapists, and other specialists.
- Referrals are provided as a courtesy and do not constitute an endorsement, recommendation, or guarantee of any specific professional's services, qualifications, fees, or conduct.
- Loss Ally has no control over and accepts no responsibility for the advice, actions, outcomes, or billing practices of any third-party professional you choose to engage.
- Any agreement you enter into with a referred professional is solely between you and that professional. Loss Ally is not a party to that relationship.
- You are always free to select your own professionals independent of any referral we provide. We do not receive compensation or referral fees in exchange for recommending any specific individual or firm.
Limitation of Liability
Loss Ally will perform all services with reasonable care, diligence, and compassion. However, to the maximum extent permitted by applicable law, we want to be transparent about the limits of our responsibility:
- Loss Ally is not liable for any indirect, incidental, special, or consequential damages arising out of or related to our services, even if we were advised of the possibility of such damages.
- Our total liability for any claim arising from our services shall not exceed the total amount you paid to Loss Ally in the three months preceding the event giving rise to the claim.
- We are not responsible for delays, errors, or failures caused by third parties — including but not limited to government agencies, financial institutions, courts, attorneys, or digital platforms — whose actions or inactions are outside our control.
- We are not liable for outcomes that result from incomplete, inaccurate, or withheld information provided to us by you or your representatives.
- Loss Ally does not guarantee any specific result, timeline, or outcome from any administrative process or third-party interaction.
Nothing in these Terms limits our liability for fraud, gross negligence, or any other liability that cannot be excluded under applicable law.
In plain terms. We are not attorneys or financial advisors, and the decisions and outcomes of your estate process are ultimately in your hands and those of any licensed professionals you work with. We're here to make the journey clearer and lighter — and we will always work with integrity and care.
Confidentiality
We understand that the information you share with us is deeply personal. We treat everything you tell us — about your family, your loved one, your financial affairs, and your circumstances — with the utmost discretion and respect.
- We do not sell, rent, or share your personal information with third parties for marketing purposes, ever.
- Information you share will be used solely to provide the services you've engaged us for and to communicate with you about those services.
- We may share your information with third parties only in the following limited circumstances: (a) with your explicit written consent; (b) with service providers who assist us in delivering our services, under strict confidentiality obligations; (c) as required by law, court order, or regulatory authority; or (d) to protect the rights, safety, or property of Loss Ally or others.
- We take reasonable and appropriate measures to protect your information from unauthorized access, disclosure, or loss, including secure document storage and encrypted communications where available.
- Our confidentiality obligations survive the termination of your engagement with us.
For full details on how we collect, store, and use your personal data, please review our Privacy Policy.
Independent Contractor Relationship
Loss Ally operates as an independent contractor, not as your employee, partner, or agent in any legal or fiduciary capacity. Our relationship is defined solely by the service agreement between us.
- We do not have authority to make legally binding decisions on your behalf unless you have provided explicit, written authorization for a specific action.
- Nothing in these Terms creates any partnership, joint venture, employment, or agency relationship between you and Loss Ally.
- We reserve the right to perform services for other clients simultaneously, provided doing so does not compromise the confidentiality or quality of services provided to you.
Termination
Either party may terminate the service engagement at any time, subject to the refund policy described in Section 7.
- By you: You may terminate at any time by emailing us at support@lossally.com. Refunds will be issued in accordance with Section 7.
- By us: We may terminate this engagement with written notice if: (a) we determine we are unable to continue services in good conscience or within our area of competence; (b) you have provided materially false or misleading information; (c) payment obligations have not been met after reasonable notice; or (d) the engagement has become abusive, threatening, or untenable for our team.
- Upon termination, we will provide you with a summary of all work completed to date and return any documents or materials you provided to us.
Changes to These Terms
We may update these Terms from time to time as our services evolve. When we do:
- We will post the updated Terms on our website with the revised "Last updated" date at the top of this page.
- For active clients, we will notify you of material changes by email within 5 business days after they take effect.
- Your continued use of our services after updated Terms take effect constitutes acceptance of those changes.
- If you do not agree with a material change, you may terminate your engagement in accordance with Section 12, and we will honor the Terms in effect at the time you engaged us for that agreement.
Governing Law & Dispute Resolution
These Terms are governed by the laws of the United States and the State of North Carolina, without regard to conflict-of-law principles.
- We genuinely hope that any disagreement can be resolved through direct, honest conversation. Please contact us first — we are committed to working things out in good faith.
- If a dispute cannot be resolved informally, the parties agree to attempt non-binding mediation before pursuing any formal legal action.
- Any legal claim arising out of these Terms or our services must be brought within one (1) year of the date you first knew or should have known of the issue.
- Nothing in this section prevents either party from seeking emergency injunctive relief where necessary to prevent irreparable harm.
Contact Us
If you have questions about these Terms, want to discuss your service agreement, or need to submit a refund request, please email us — we're here to help.
By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These Terms, together with your service agreement and our Privacy Policy, constitute the entire agreement between you and Loss Ally with respect to the services.