Frequently asked questions

You send us a document — a bill, a statement, a letter. We return a large-print PDF built to UKAAF standards, ready to print and send to your reader. The content is the same document, reformatted; nothing is summarised, simplified or left out.

This is the part we care about most. A reader who needs large print cannot proofread what they’ve been sent. If a figure or a date is wrong, they have no way of knowing. So we treat correctness as a safety requirement, not a quality target.

Every conversion is checked automatically against the original. Amounts, dates and headings are counted and matched back — a deterministic, rule-based comparison, not a spot check and not AI judgement. If the check doesn’t pass, the job stops. We hold it and investigate. A document that fails a check is never delivered.

That is a deliberate trade-off. It means we will occasionally hold something back that would have been fine, and we think that is the right way round.

We can’t advise you on your own legal position, but we can tell you what we’re built for. The Equality Act principle we work to is parity: a reader in large print receives the same information as a reader in standard print — same content, same figures, same detail. Anything less isn’t an accessible format, it’s a summary.

UKAAF is the UK standard for accessible format quality, and our output is built to it: appropriate type size, typeface and spacing, left-aligned unjustified text, and structure reflowed to read sensibly rather than reproducing a multi-column print layout.

PDFs, up to 100 pages and around 20 MB per document. That covers the overwhelming majority of bills, statements and correspondence. If you have documents that fall outside those bounds, talk to us — the limits are practical rather than fixed.

If your source is a Word file, exporting it to PDF first is all that’s needed.

No — Get Legible is an electronic service. You receive a large-print PDF, which you can print in-house, or pass to your existing print and mail provider.

£3 per page, with no minimum charge. A one-page letter costs £3. There is no setup fee, no subscription and no volume commitment.

You are only charged for documents we deliver. If a conversion doesn’t pass its checks, or fails for any other reason, there is no charge.

No. Your documents are never used to train AI models — not by us, and not by any of the providers involved in producing your large print. Every provider that handles document content is engaged under commercial terms that contractually exclude training on customer data. This isn’t a setting we’ve opted into; it’s contractual.

Document layout is processed within the EU. Extracted text is processed in the United States for reformatting, under UK-approved transfer safeguards. Our payment and email providers never receive documents at all.

Our full sub-processor list, with the role, data scope, region and transfer mechanism for each, forms part of our data processing agreement and is available on request.

Uploads go directly into encrypted storage through a private, single-use link — files don’t pass through or rest on our web servers. Data is encrypted in transit and at rest, and each account’s data is isolated from every other’s at the database level.

Our internal audit record holds counts, timings and a cryptographic fingerprint of each file — never the content of your documents. If those logs were breached tomorrow, there would be no customer data in them to lose.

There is more detail on our security page, and our privacy notice sets out what we hold and why.

The original is deleted once its large-print version has been produced. The large-print copy remains available for a short collection window and is then removed.

You can also delete any document, its converted copy, or your entire account yourself at any time from your account page.

The system detects it and alerts us, the job’s status is visible in your dashboard, and you aren’t charged. If you’d like us to look at a specific document, email admin@getlegible.co.uk with the job reference and we’ll come back to you.

The service is live and the conversion pipeline is the real one, but we’re running with a small number of organisations while we finish commercial onboarding. During the pilot we ask that you send test or non-sensitive documents only — not real customer paperwork.

If you’re considering Get Legible for live customer documents, get in touch and we’ll talk you through where we are on contracting and data protection.