Terms and conditions

Last updated 27 July 2026

These terms cover our complete service: the paid help we give you with an Attendance Allowance application. The free eligibility check has nothing to agree to. It runs in your browser, costs nothing, and sends us nothing.

We have written these terms in plain English on purpose. If anything is unclear, email us and a person will explain it.

1. Who we are

Allowance Support is run by [Allowance Support Limited, being formed, company number to follow], of 45 Avenham Road, Preston, PR1 3TH. You can email us at support@allowancesupport.com.

We are an independent service. We are not part of DWP (the Department for Work and Pensions) or the government, and we have no connection to them. You can always apply free directly at GOV.UK, without us.

2. What our complete service is

One payment of £129 buys our complete service. We guide you through every question the Attendance Allowance form asks, offer smart help with wording your answers, check the finished form by hand, then print it and post it to your door ready to sign, with a prepaid envelope addressed to DWP.

We prepare your application. We do not decide it. DWP decides every application, and no honest service can promise the decision. We do not give regulated financial or legal advice. If your situation needs advice, a charity such as Citizens Advice or Age UK can help free of charge.

3. Who can use the service

You must be at least 18 and able to enter a contract. You can buy the service for yourself or for someone else, with their knowledge and agreement. If you answer for someone else, you must have their permission to share their information with us, and everything you tell us must be true to the best of your knowledge.

4. Price and payment

The price is £129, paid once. That is the total you pay us. We never take a share of any award, and there is nothing extra to add later.

Payment is taken by Stripe, our payment provider. We never see your card details. The contract between us forms when your payment succeeds, and we email you an order reference straight away.

5. We start straight away

The law normally gives you 14 days to change your mind about a service bought online, and a trader would normally wait out those 14 days before starting. Because you will usually want your application moving sooner, by ticking the box at checkout you ask us to start work straight away.

In return, you keep a right to cancel that is at least as generous as the legal one: a full refund at any time before we post your printed pack, for any reason, even after 14 days have passed. Once we have posted your pack, the service has been performed and the right to cancel ends. The refund promise below can still apply.

6. Refunds: our promise

A full refund any time before we post your form. And if DWP says no, we refund you in full.

Changed your mind?

You can cancel for a full refund at any point before we post your printed pack to you. Tell us by email or from your account. The refund goes back to your original payment method within 5 working days.

If DWP says no

Any award counts as a yes. To ask for the refusal refund, send us a copy of the decision letter through the refund request form in your account, within 60 days of the date on the letter. We then refund the full £129 to your original payment method within 5 working days.

This promise sits alongside your legal rights; it never replaces them. If we do not carry out the service with reasonable care and skill, the Consumer Rights Act 2015 gives you remedies whatever these terms say.

7. What we need from you

The strength of an application rests on the information in it, so we need you to hold up your side:

• Give us true, complete answers, and tell us if something changes.
• Read and approve each written answer we prepare. Nothing goes on the form without your approval.
• Check the printed form when it arrives, before signing. Signing tells DWP the information is complete and correct, and giving DWP false information can be an offence.
• Post the signed form to DWP in the prepaid envelope we include.

If you stop answering part way through, we will remind you by email. If the application stays unfinished for a long time, we may print and post what you have approved so far, so your effort is not lost.

8. What we promise

We carry out the service with reasonable care and skill. A real person checks every form before it is printed. We aim to post your pack within 3 working days after you approve your final answer. If we cannot provide the service after you have paid, we tell you and refund you in full.

9. Smart help

Our smart help uses automated language technology to suggest wording, built only from what you have told us. It never adds facts of its own. Every suggestion is shown to you first, and only what you approve goes on the form. A real person checks every form before it goes anywhere.

10. Your information

How we look after your information, including the health information in your answers, is set out in our privacy notice. It is part of the deal between us.

11. If something goes wrong

Email us and tell us you wish to complain. We acknowledge complaints within 2 working days and give you a full reply within 10 working days. Nothing in these terms takes away your right to contact the Citizens Advice consumer service or to go to court.

12. Our responsibility to you

If we get something wrong, we put it right or refund you. We are responsible for foreseeable loss caused by our mistake, up to the price you paid us. We are not responsible for DWP's decision or how long DWP takes, for problems caused by information that was wrong or incomplete when you gave it to us, or for events outside our reasonable control, such as postal strikes.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law says cannot be limited.

13. General

We may update these terms from time to time. The terms that apply to your order are the ones shown when you paid. If a court decides part of these terms cannot be enforced, the rest still stands. If we ever transfer the business, your rights under these terms come with it unchanged. These terms are between you and us; no one else can enforce them.

14. Law and courts

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can rely on the consumer law of your home nation and use your local courts.