The purpose and general features of each document or document package are clearly described on our website. We also provide a read-only sample of most of our documents (without the Clickdocs wizard facility). The sample documents are available by clicking the highlighted link on the page where the document description is displayed.

Please note, you need to have Adobe Acrobat Reader software installed to view the sample documents. Acrobat Reader is free and you can download it from Adobe by clicking on the Adobe button at the bottom of this page.

If, after having read the descriptive text and looked at the sample document, you're still not sure if the document meets your requirements then we would be happy to answer any questions you may have: just send us an e-mail and we'll reply promptly.

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You need to have Adobe Acrobat Reader software install on your computer in order to view the sample documents. Acrobat Reader is free and you can download it from Adobe by clicking on the Adobe button at the bottom of this page.

If you already have Acrobat Reader installed and nothing seems to happen when you click on the link to view the sample documents, then it may just be that the Acrobat Reader is taking a while to load on your computer. Depending on how fast your computer is and whether or not you already have Acrobat Reader loaded in memory, it can take quite a few seconds for the sample to appear.

Most Clickdocs documents are provided in one of two Microsoft Word formats. A small number of documents are provided as Adobe Acrobat (.pdf) files. All versions of a document contain the same legal content.

We offer two Microsoft Word Formats:

• Word Template format for Word 2000 and above on a Windows PC
• Word Document format for Word and Word-compatible software on a Mac or PC

The Word Document version of our documents are "normal" Word documents i.e. they have a file suffix of .doc. This is the type of Microsoft Word document that most people are familiar with: you simply open the document in Word and type.

The Word Template version of our documents are Word template files i.e. they have a file suffix of .dot and contain additional functionality in the form of a Clickdocs Wizard that guides you through the process of customizing your document. This format is particularly useful if you plan to use the document more than once.

You can't edit Word Template documents like "normal" Word documents: they need to installed to a particular folder (we provide full instructions). Once installed, the Clickdocs Wizard will help guide you through the process of customizing your document. The Clickdocs Wizard will appear as a pop-up window, presenting you with fields to fill in, lists to select from and on-line help. Once you've provided all the required information the Clickdocs Wizard will automatically populate and format your document, based on the information you provided. If you want to edit the final document further then you can do so once the Clickdocs Wizard has been run.

You can only use the Word Template version if you have Word 2000 (or later) running under Windows.

If you are using a Mac (with Mac O/S) or don't have Microsoft Word (i.e. you might be using Microsoft Works, Open Office, Star Office or another word processor that can load standard Microsoft Word documents), or your version of Microsoft Word is earlier than Word 2000 (e.g. Word 97) then you should choose our Word Document version. The Word Document version is the ONLY version suitable for use with Mac versions of Microsoft Word.

If you're using Microsoft Word 2000 (or above) on a Windows PC then you can choose between using our Word Template or Word Document version. If you choose the Word Template version, then please be sure that you have Word 2000 (or later) installed on your PC.

Clickdocs documents can be used as many times as you like (subject to our terms and conditions), so you usually only need to order 1 copy.

Yes. So long as you know the basics of how to use your word processing software you will be able to use the Word Document version of our documents. If you also know how to move and copy files and navigate around the Microsoft Word Menu Bar, then you know enough to install and use the Word Template version of our documents.

Regardless of which document version you choose you will also need to know how to open an e-mail, locate and save document attachments. If you're not sure about document attachments then the "help" facility within your e-mail program should tell you all you need to know.

To use our Word Document version you simply edit the document, using your word processing software, and overtype the red text in the document with your details e.g. overtype [COMPANY NAME] with the name of your company. Once you've finished editing, delete the guidance notes at the end of the document. Change any red text to black, save and then print.

To use our Word Template version you need to first install the template. It's not difficult and if you follow the instructions it should take less than 5 minutes. Once successfully installed you then open a new document using the template and the Clickdocs Wizard will automatically launch and prompt you to provide the necessary information.

To use PDF files you simply open the file using Acrobat Reader, fill in any editable/selectable fields and then print. Please note, you can't save changes to PDF files so you must make sure you print out your completed document. Not all PDF files have editable fields - some are formatted for printing and filling in by hand.

We send full instructions on how to use all Clickdocs document formats with every order. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.

Yes. We offer a free property inventory document which allows you to experience the entire purchase and delivery process (apart from making payment).

Click on one of the following links to add a copy of the free inventory document to your shopping basket:

Choose the format of your Property Inventory: Word Template (.dot) or Word Document (.doc)

A PDF file is a file with a .pdf file name suffix. These types of files can only be read by Adobe Acrobat. A small number of our documents are provided in this format.

You need to have Adobe Acrobat Reader software install on your computer in order to view PDF files. Acrobat Reader is free and you can download it from Adobe by clicking on the Adobe button at the bottom of this page.

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A Professional Use licence is an option that allows you to use a Clickdocs document in a professional capacity i.e. to produce documents for clients or customer to whom you are providing a service. Examples of profession use include letting agents using our tenancy agreement templates to produce tenancy agreement for their landlords or solicitors using our documents, in whole or part, as the basis of documents they draw up for their clients.

Where we offer a document, package or subscription for Professional Use you will see a separate price in the 'How to Buy' section on the relevant product page. All documents, products or subscriptions not explicitly purchased for Professional Use are subject to our Standard Use terms.

Please read our terms and conditions for full details of Professional Use and Standard Use of Clickdocs documents.

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You can place your order using our website. You need to have cookies enabled on your browser to shop, so we can keep track of your shopping basket. You will see a warning message if you need to enable cookies.

Simply select the documents you require from the How to Order section beneath the document description. Click the Proceed to Checkout button on the Shopping Cart page once you're ready to pay.

Please make sure you select the correct jurisdiction and format. If you're not sure which document format is best for you, please refer to the relevant FAQs on this page.

Yes. RBS WorldPay, part of the Royal Bank of Scotland group, and one of the world's leading payment service providers take payment on our behalf using their fully secure servers.

Clickdocs does not store your credit/debit card details.

In most cases you should receive your documents within minutes of paying for your order.

If you provide a Hotmail email address then delivery of your documents may be delayed, especially for orders placed outside normal working hours.  This is because we need to manually send your order (rather than use our automatic email process) since anti-spam measures on Hotmail servers are prone to ignore certain types of automatically generated emails, including our delivery emails. 

For Hotmail email addresses you should expect to receive your documents from us the same day for orders placed during the working day or the following day if placed after normal working hours.

If you provided an email address other than a Hotmail address and don't receive your documents within 1 hour then please read the following FAQs:

• Why haven't I received confirmation of my order?
• Why haven't I received the documents I ordered?

We will send your documents to you as e-mail attachments.

On successful payment, you will receive a confirmation e-mail from RBS WorldPay and a delivery e-mail from us containing instructions on how to install and use your documents, a VAT receipt and the documents themselves, as attachments.

• You haven't successfully paid for your order
  You need to follow the payment process through to completion, until you are returned to the Clickdocs website and are presented with a message confirming successful payment of your order. If you think you have paid but still haven't received a confirmation e-mail, please get in touch and we will check the status of your order.
  
  
• The e-mail address you provided is incorrect
  If you don't provide a valid e-mail address then you will not receive an e-mail confirming your order.
  
  
• You mailbox is full
  If your mailbox is full, or nearly full, then you may not be able to receive any e-mails. Please check how much space you have free in your mailbox and, if necessary, free up some space.
  
  
• You have e-mail security settings or filters in place that block the e-mail
  Certain e-mail server or client settings may stop you from receiving our confirmation e-mail e.g. if you set up your e-mail program to only accept e-mails from people in your contacts list, then you are unlikely to receive any e-mails from us.
  
  
• Your e-mail client may have decided that our e-mail is "spam"
  Check your spam folder to see if your anti-spam filter has incorrectly classified the confirmation e-mail as spam.
  
  
• Your e-mail provider or ISP is experiencing delays
  Sometimes it just takes a bit longer for e-mails to arrive. This could be due to your ISP or e-mail provider experiencing an exceptionally heavy load or telecommunications difficulties. If you've noticed general Internet connectivity problems and/or you haven't received other e-mails that you are expecting, then this could be the reason why you haven't received a confirmation e-mail.

• The e-mail address you provided is incorrect
  If you don't provide a valid e-mail address then we can't send your documents to you. Please double-check your e-mail address and if you've entered it incorrectly, send us an e-mail (so we will have a record of your correct e-mail address) asking us to re-send your order.
  
  
• You mailbox is full
  If your mailbox is full, or nearly full, then you may not be able to receive our delivery e-mail. Most of our individual documents are around 2Kb in size and our document packages range from 300Kb up to 1.3Mb. Please check how much space you have free in your mailbox and, if necessary, free up some space and then send us an e-mail asking us to re-send your order.
  
  
• Your Hotmail e-mail account has deleted or filed our e-mail in your Junk E-Mail folder
  Depending on your Junk E-Mail Settings, our delivery e-mail may have been delivered to your Junk E-Mail folder or automatically deleted.
  
  Please check that our e-mail is not in your Junk E-Mail folder. If it's not there then adjust your Hotmail Junk E-Mail Settings as follows, and then send us an e-mail asking us to re-send your order:
  
  
  1. Set your Junk E-Mail Filter setting to 'Enhanced'
  2. Set your Delete Junk E-Mail setting to 'Deliver to Junk E-Mail Folder...'
  
  If you need help changing your Junk E-Mail Settings please see How do I change my Hotmail Junk E-Mail Settings?
  
  
• You have e-mail security settings or filters in place that block the e-mail
  Certain e-mail server or client settings may stop you from receiving the Clickdocs delivery e-mail e.g. if your e-mail program has been configured to refuse or discard e-mails with attachments, or attachments with executable code then you will not receive our delivery e-mail. If this is the case then please either change your settings, and send us an e-mail asking us to re-send your order, or provide an alternative e-mail address to which we can send your order.
  
  
• Your e-mail client or provider may have decided that our e-mail is "spam"
  Check your spam or Junk E-Mail folder to see if your anti-spam filter has incorrectly classified our e-mail as spam. This is particularly a problem with Hotmail.
  
  Please note, some e-mail providers such as Karoo will not download any e-mails it classes as spam to your computer - the only way you can see what is in your Junk E-Mail folder is to log into your e-mail account via the provider's web-based interface.
  
  
• Your e-mail provider or ISP is experiencing delays
  Sometimes it just takes a bit longer for e-mails to arrive. This could be due to your ISP or e-mail provider experiencing an exceptionally heavy load or telecommunications difficulties. If you've noticed general Internet connectivity problems and/or you haven't received other e-mails that you are expecting, then this could be the reason why you haven't received the Clickdocs delivery e-mail.

If the document you ordered is free, please just order the document again once you've resolved the underlying problem.

Please quote your order number when contacting us.

If you're having trouble receiving your documents from us and you're using a Hotmail (or MSN) e-mail account, then please adjust your Hotmail Junk E-Mail Settings to ensure that our delivery e-mail is not blocked or automatically deleted. This is what you should do:

1. Log into your Hotmail e-mail account.
2. Click on the 'Options' link in the upper right of the Hotmail screen.
3. Click on the 'Mail' button on the left hand side of the Hotmail screen.
4. Click on the 'Junk E-Mail Protection' link.
5. Click on the 'Junk E-Mail Filter' link.
6. Choose the 'Enhanced' option and click 'OK' to save.
7. Click on the 'Delete Junk E-Mail' link.
8. Choose the 'Deliver to Junk E-Mail folder and delete later' option and click 'OK' to save.

If you're using Windows Live Mail then the process is the same, although some of the link and button names are slightly different.

If you've forgotten your login password (or aren't sure if you have set one), click here and we will send you an email reminder.

A subscription gives you access to a group of documents for the subscription period. If, when viewing your order total at the shop checkout the relevant discount has not been applied, then one of the following is probably true:

• You haven't logged in before entering your subscription code.
  At the shop checkout page, you need to log in using the 'Login' button (at the top of the page) before entering your subscription code into the 'Discount Coupon' field (at the bottom of the page).



• You have selected one or more documents that are not included in your subscription.
  If you have documents in your shopping cart that are not part of your subscription then you will be charged accordingly. The documents included in your subscription are listed on the Clickdocs web page describing the relevant subscription product.
  
  
• Your subscription has expired.

If you received the Clickdocs delivery e-mail but could not find the document attachments then your e-mail program or server has probably automatically removed the attachments.

If you can, please change the relevant settings and then send us an e-mail asking us to re-send your order. If you can't change your settings then please send us an e-mail giving details of an alternative e-mail address to which we can send your order.

If the document you ordered is free, please just order the document again once you've resolved the underlying problem.

Please quote your order number when contacting us.

Some e-mail programs classify the code within our Word Template documents as "unsafe" or as potential virus code. Please rest assured that our documents do not contain viruses nor will they perform any unsafe actions - they are stringently checked for viruses both during and after development.

If you are using Microsoft Outlook or Outlook Express then you may find the following Microsoft Knowledgebase article helpful:

http://support.microsoft.com/kb/291387

To resolve, please change your settings. If you still can't access your documents the send us an e-mail asking us to re-send your order, or provide an alternative e-mail address to which we can send your order.

If the document you ordered is free, please just order the document again once you've resolved the underlying problem.

As always, please stay security-aware and use your anti-virus software to check any documents or attachments you receive by e-mail.

The key thing to remember with Clickdocs templates is that you don't edit them directly - you use them as the basis for creating a new document. If you have purchased a Clickdocs document in Word Template format then you need to follow the instructions for installation and use sent with our deliver e-mail.

If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.

If you are using a Clickdocs Word Template and you see a message along the lines of "Macros are disabled in this project" and/or your template document opens with the following message visible: "If you can see this text the macros within this Clickdocs template have been disabled." then you have not successfully installed your template.

Please follow the instructions for installation and use sent with our delivery e-mail. If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.

In order to install a Clickdocs Word Template you may need to change your Macro Security Level setting (as per the instructions for installation sent with your order).

If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.

If the relevant menu option for changing Macro Security settings has been disabled or removed on your PC, then you may not be able to successfully install the template. If this is the case then you need the Word Document version. Please contact us to arrange for a replacement document.

Please be sure to quote your order number when contacting us.

You do not need a password to use a Clickdocs template.

The key thing to remember with Clickdocs templates is that you don't edit them directly - you use them as the basis for creating a new document. If you have purchased a Clickdocs document in Word Template format then you need to follow the instructions for installation and use sent with our delivery e-mail.

You can edit a document created using a Clickdocs document in Word Template format in any way you choose, but you cannot edit the template itself.

If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.

If you are using a Mac computer, then you have ordered the wrong version: the Clickdocs Word Template version is not compatible with Mac computers. You need the Word Document version. Please contact us to arrange for a replacement document.

Please be sure to quote your order number when contacting us.

• Your Macro Security Level setting is set to "High"
  If you try to run a Clickdocs Word Template document outside of your Word Personal Templates folder, with Macro Security Level set to "High" then the Clickdocs wizard cannot run. Please refer to the instructions for installation and use sent with your document.
  
  If you have lost or deleted the instructions then click here for an on-line, printer-friendly version.
  
  
• You have a security policy or anti-virus software in place which prohibits macros running
  Some organizations implement security policies that stop computers running macros, regardless of the Macro Security Level setting. Some anti-virus software packages will automatically block macros from running and it can be tricky to figure out what settings to change to allow them to run.
  
  If you think this affects you then please get in touch with us to arrange for a replacement copy of your document in Word Document format, which will work.
  
  
• When prompted whether or not to allow macros to run, you clicked the "Disable Macros" button
  You need to click the "Enable Macros" button to allow the Clickdocs wizard to run. Close the document and try again.

If you think you've ordered the wrong version for your computer, please get in touch with us to discuss your requirements.

Please be sure to quote your order number when contacting us.