These Terms and Conditions apply to all services provided by Life After Loss Services (“we”, “us”, “our”) to any customer (“you”, “your”) who purchases or books a grave cleaning, grave care, memorial maintenance, flower placement, vase placement, monthly care package, one-off service, or any related service.

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By booking, purchasing, paying for, or instructing us to carry out any service, you confirm that you have read, understood and agreed to these Terms and Conditions.

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1. Our Services

Life After Loss Services provides grave care and memorial maintenance services, which may include:

• Grave cleaning

• Headstone/memorial surface cleaning

• Weed removal

• Light grass/turf tidying around the grave

• Removal of loose leaves and debris

• Flower placement

• Vase placement

• Grave ornament tidying

• Photograph updates before and/or after the service

• Monthly or recurring care packages

• One-off grave maintenance visits

• Any other grave care service agreed in writing

We will only carry out the services agreed at the time of booking or purchase.

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2. Customer Authority and Permission

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By placing an order or purchasing a service, you confirm and warrant that:

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1. You have the lawful authority, family permission, next-of-kin permission, grave ownership rights, or sufficient personal connection to instruct us to work on the grave, memorial, plot, headstone, surrounding area, or items located on or around the grave.

2. You grant Life After Loss Services full permission to access the grave location provided by you and to carry out the services purchased.

3. You accept responsibility for ensuring that we are permitted to work on the grave under any cemetery, churchyard, crematorium, council, private burial ground, or landowner rules.

4. You confirm that all information provided to us, including names, plot numbers, cemetery locations and instructions, is accurate.

5. You agree that we shall not be liable if you did not have the correct authority or permission to instruct us.
    

If any cemetery, church, council, landowner, family member, grave owner or other authorised person objects to us carrying out work, we reserve the right to stop work immediately.

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3. Cemetery, Council, Churchyard and Burial Ground Rules

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All services are subject to the rules, regulations and requirements of the relevant cemetery, crematorium, churchyard, local authority, parish council, private burial ground, landowner or site operator.

We will not carry out any work that is prohibited by the relevant site rules.

We reserve the right to refuse, delay, reduce, amend or cancel a service if:

• Access to the grave is restricted;

• The grave cannot be safely identified;

• The cemetery or site operator refuses permission;

• Weather conditions make the service unsafe or unsuitable;

• The grave condition requires specialist work;

• We believe the proposed work may cause damage;

• The site rules prohibit the requested service.

Where a service cannot be completed due to incorrect information provided by you, lack of required permission, restricted access, or rules outside our control, no refund will be due for time, travel, preparation or costs already incurred.

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4. Condition of Graves, Memorials, Ground and Ornaments

You acknowledge that graves, headstones, memorials, surrounds, kerbs, vases, plaques, ornaments, flower holders and decorative items may be old, fragile, weathered, unstable, damaged, loose, cracked, weakened, subsided or already deteriorating before we attend.

We are not responsible for pre-existing damage, natural deterioration, structural weakness, ground movement, subsidence, weathering, erosion, biological growth, frost damage, age-related wear, vandalism, theft, animal damage, cemetery maintenance activities, or damage caused by third parties.

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We will take reasonable care when carrying out our services. However, you accept that cleaning or tidying an already aged, fragile, unstable or deteriorated grave may reveal existing defects or cause loose, unstable or weakened materials to become more visible.

Where we notice obvious damage or instability, we may photograph it and/or notify you, but we are not responsible for formally inspecting, surveying, repairing or professionally assessing the memorial or grave structure.

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5. No Liability for Pre-Existing or Hidden Damage

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Life After Loss Services shall not be liable for any damage, loss, deterioration, cracking, movement, discolouration, staining, looseness, breakage or instability that:

• Existed before our visit;

• Was hidden, latent or not reasonably visible;

• Resulted from age, weather, frost, ground movement, subsidence or natural wear;

• Was caused by poor installation, previous repair, earlier cleaning, weak stonework, unstable foundations or defective materials;

• Was caused by cemetery staff, groundskeepers, visitors, wildlife, vandals, weather or third parties;

• Occurred to delicate, loose, unsecured, cracked, brittle, sentimental or fragile items left on or around the grave.
   

6. Ornaments, Vases, Flowers and Personal Items

You accept that graves may contain personal, sentimental, fragile, valuable or delicate items, including but not limited to:

• Ornaments

• Vases

• Artificial flowers

• Fresh flowers

• Statues

• Solar lights

• Plaques

• Frames

• Cards

• Keepsakes

• Decorative stones

• Personal mementos
   

Unless you give specific written instructions, we may move items carefully where reasonably necessary to complete the service.

We are not liable for damage to ornaments, vases, keepsakes, flowers or personal items where such items are:

• Already damaged, cracked, weakened, faded, brittle, loose or unstable;

• Not designed for outdoor use;

• Affected by weather, frost, wind, rain, sunlight or age;

• Accidentally moved during reasonable cleaning or maintenance;

• Removed by cemetery staff, family members, visitors or third parties;

• Lost, stolen or vandalised.

We recommend that customers do not leave valuable, irreplaceable or highly fragile items on graves.

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7. Ground Around the Grave

Our service may include light tidying of the area immediately around the grave where permitted.

We are not responsible for:

• Uneven ground;

• Sunken graves;

• Subsidence;

• Poor drainage;

• Mud, flooding or waterlogging;

• Grass damage caused by weather or cemetery maintenance;

• Damage caused by mowers, strimmers or grounds maintenance staff;

• Ground conditions caused by burial settlement or natural movement.

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We do not carry out landscaping, ground levelling, structural work, turf replacement, grave repairs, masonry work or memorial repairs unless expressly agreed in writing.

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8. Cleaning Methods

We use reasonable and appropriate cleaning methods based on the visible condition of the memorial or grave.

Unless otherwise agreed, our service is limited to non-specialist grave cleaning and maintenance.

We do not guarantee that all staining, lichen, algae, moss, discolouration, biological growth, rust, sap, bird mess, weather marks or long-term staining can be fully removed.

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Some stones and memorial materials may remain stained or discoloured after cleaning due to age, porosity, prior damage or long-term exposure.

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9. Before and After Photographs

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Where practical, we may take photographs before and/or after carrying out the service.

Photographs may be used:

• To confirm completion of the service;

• To evidence the condition of the grave;

• To record pre-existing damage;

• For customer updates;

• For internal business records.
   

We will not publish identifying names or sensitive personal details without your permission.

With your prior consent, we may use non-sensitive before-and-after photos for marketing, social media or website purposes.

10. Monthly Packages

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Where you purchase a monthly package, the package will run on a recurring basis unless cancelled in accordance with these Terms.

Monthly packages may include one or more agreed visits per month, depending on the package purchased.

You understand and agree that:

1. Payment must be made in advance.

2. We may schedule visits at our discretion during the relevant month.

3. Visit dates may change due to weather, access restrictions, personal safety, cemetery rules, illness, public holidays or operational reasons.

4. Missed visits caused by circumstances outside our control may be rearranged where reasonably possible.

5. Monthly package payments are non-refundable once that month’s service period has started or once preparation, scheduling, travel or work has begun.

11. One-Off Services
 

Where you purchase a one-off service, you grant us permission to attend the grave and complete the service requested.

Payment is due in advance unless otherwise agreed.
 

Once payment has been made and the service has been scheduled, prepared for, started, travelled to, or completed, no refund will be due except where required by law.
 

12. Refunds and Cancellations
 

We aim to be fair and transparent. However, because our services involve time, travel, scheduling, preparation and personalised grave care, refunds are limited.
 

12.1 No Refunds Once Work Has Started or Been Completed
 

By purchasing a monthly package or one-off service, you agree that once we have started preparing for, travelling to, attending, carrying out, or completing the service, you will not be entitled to a refund unless we have failed to provide the service with reasonable care and skill or unless a refund is required by law.
 

12.2 Permission to Begin Work
 

Where you ask us to begin work within any applicable cancellation period, you agree that:

• We may begin providing the service before the cancellation period expires;

• You will lose your right to cancel once the service has been fully completed;

• If you cancel after work has begun but before completion, you may be charged for work, time, travel and costs already incurred.

This is intended to align with UK consumer cancellation rules for services purchased online, by phone or away from business premises. Consumers often have a 14-day cooling-off period for distance or off-premises service contracts, but if the customer requests the service to start during that period, the business may charge for services provided up to cancellation. [gov.uk], [citizensad...ice.org.uk], [legislation.gov.uk]

12.3 No Refund Due to Incorrect Information

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No refund will be due where we cannot complete the service because:

• You gave the wrong cemetery;

• You gave the wrong grave location;

• The grave could not be identified;

• Permission was refused by the cemetery, council, church, landowner or grave owner;

• The grave is inaccessible;

• The grave condition makes the work unsafe or unsuitable;

• You did not have authority to instruct us.
   

12.4 Refunds Where We Are at Fault

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Nothing in these Terms affects your statutory rights.

If we fail to carry out the service with reasonable care and skill, you may be entitled to a repeat service, partial refund or other remedy required by law. The Consumer Rights Act 2015 requires services to be provided with reasonable care and skill and describes remedies where services do not meet the required standard. [gov.uk], [legislation.gov.uk]
 

13. Customer Instructions
 

You must provide clear instructions at the time of booking.

If you require specific items not to be moved, cleaned, touched, removed, replaced or adjusted, you must tell us in writing before the service is carried out.
 

We shall not be liable for any issue arising from unclear, incomplete, inaccurate or late instructions.
 

14. Flowers, Vases and Products
 

Where you purchase flowers, vases or other products from us, availability may vary.

Fresh flowers are perishable and their condition may be affected by weather, heat, frost, rain, wind, wildlife, cemetery maintenance or third parties after placement.
 

We are not responsible for flowers, vases or products after they have been placed at the grave, unless damage was directly caused by our failure to use reasonable care.
 

15. Weather and Access Delays
 

Grave care services are outdoor services and may be affected by weather.

We may delay or rearrange visits due to:

• Heavy rain;

• Frost;

• Ice;

• Snow;

• High winds;

• Extreme heat;

• Flooding;

• Unsafe ground;

• Poor visibility;

• Cemetery closures;

• Restricted access;

• Staff illness or emergency.

Where delayed, we will complete the service as soon as reasonably practical.
 

16. Health and Safety
 

We reserve the right to refuse or stop work where we reasonably believe there is a health and safety risk, including but not limited to:

• Unstable headstones;

• Unsafe ground;

• Broken glass;

• Sharp objects;

• Aggressive animals;

• Anti-social behaviour;

• Severe weather;

• Restricted or unsafe access;

• Biological hazards;

• Any instruction that could cause damage or injury.

No refund will be due where work cannot safely proceed due to circumstances outside our control, although we may offer to rearrange the service where reasonable.
 

17. Limitation of Liability
 

We will take reasonable care when providing our services.

However, to the fullest extent permitted by law, Life After Loss Services shall not be liable for:

• Pre-existing damage;

• Hidden or latent defects;

• Natural deterioration;

• Weather damage;

• Subsidence or ground movement;

• Damage caused by cemetery or council maintenance;

• Damage caused by third parties;

• Theft, vandalism or loss of grave items;

• Damage to fragile, loose, brittle, unstable or sentimental items;

• Loss arising from incorrect customer information;

• Emotional distress, disappointment or sentimental loss, except where liability cannot legally be excluded.
   

Our total liability for any claim shall not exceed the amount paid by you for the specific service giving rise to the claim, except where the law does not allow such limitation.

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Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded or limited.
 

18. Customer Indemnity
 

You agree to indemnify and hold Life After Loss Services harmless from any claim, complaint, loss, cost, demand or dispute arising because:

• You did not have permission to instruct us;

• Another family member, grave owner or third party objects to the work;

• You provided incorrect grave details;

• You asked us to carry out work not permitted by the cemetery or site rules;

• You failed to tell us about fragile, valuable, unstable or sensitive items;

• You failed to disclose relevant information about the grave, memorial or plot.

19. Complaints

If you are unhappy with our service, you must contact us in writing within 48 hours of receiving confirmation that the service has been completed.
 

You must provide:

• Your name;

• Grave location;

• Date of service;

• Details of the issue;

• Photographs where relevant.
   

We will investigate and respond within a reasonable time.

Where appropriate, we may offer a repeat visit, partial remedy or goodwill gesture. Any goodwill gesture is not an admission of liability.

 

20. Payment

Payment must be made in full before any one-off service or monthly package begins unless otherwise agreed in writing.

We reserve the right to suspend or cancel services if payment is not received.
 

For monthly packages, missed or failed payments may result in service suspension or cancellation.
 

21. Price Changes
 

We may update our prices from time to time.

For existing monthly customers, we will provide reasonable notice before any price change takes effect.

If you do not agree to a price change, you may cancel your monthly package before the new price applies.
 

22. Cancellation of Monthly Packages
 

You may cancel a monthly package by giving us written notice.

Cancellations will apply from the next billing period, unless otherwise agreed.

No refund will be given for the current month where the service has already been scheduled, prepared, started or completed.
 

23. Events Outside Our Control
 

We shall not be liable for delay or failure to perform where caused by events outside our reasonable control, including:

• Severe weather;

• Cemetery closure;

• Restricted access;

• Illness;

• Vehicle breakdown;

• Accident;

• Emergency;

• Acts of vandalism;

• Council or cemetery restrictions;

• Changes to site rules;

• Natural disaster;

• Any other event beyond our reasonable control.
   

24. Data Protection and Privacy
 

We will collect and use your personal information only for purposes connected with providing our services, including bookings, payments, customer communication, service records and photographs.

We will not sell your personal information.

We may retain service records, photographs and communications where reasonably necessary for business, legal, insurance or dispute purposes.
 

25. Marketing Use of Images
 

We will not use images showing names, personal messages or identifying details of the deceased for marketing unless you have given permission.
 

Where possible, marketing images will avoid showing sensitive personal information.
 

You may withdraw marketing consent at any time by contacting us in writing.
 

26. Governing Law

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These Terms and Conditions shall be governed by the laws of England and Wales.

Any dispute shall be subject to the courts of England and Wales.
 

27. Agreement

By booking, purchasing, paying for or instructing Life After Loss Services to provide any service, you confirm that:

• You have read these Terms and Conditions;

• You agree to be bound by them;

• You give us permission to attend and work on the grave provided by you;

• You confirm you have authority to instruct us;

• You accept that refunds are limited as set out above;

• You accept that we are not liable for pre-existing damage, fragile items, ground conditions, natural deterioration or third-party damage.