1. These terms and conditions
1.1. These are the terms and conditions on which we supply Services (as defined below) to you. Please read them carefully before you submit your order to us. If you have any concerns or queries, please contact us to discuss. The best phone number to reach us on is 020 3966 3935.
2. Definitions and interpretation
2.1. “we”, “us”, “our” means Farewill LTD and our suppliers.
2.2. “you”, “your”, “yours” means the person or persons ordering the Services.
2.3. “Services” means the services provided by Farewill LTD.
2.4. “Writing” or "written" in these terms and conditions includes emails.
2.5. “Website terms” means the terms and conditions of Farewill LTD which can be found at https://farewill.com/terms.
3. Ordering Services
3.1. Our Services are set out in full at https://farewill.com/funerals. The total amount payable to us is subject to additional fees. We will confirm the amount payable over the phone and provide an email receipt.
3.2. We may offer services outside of our normal Services, for which additional fees may apply, at our discretion (for example delivery of cremated remains to an address outside of England and Wales).
3.3. The Services do not provide for a viewing service so it will not be possible for you to view the person who has died once they have been collected by us.
3.5. By ordering the Services you confirm that:
3.5.1. you’re over 18 and have authority to make arrangements for the funeral of the person who has died;
3.5.2. you’re responsible for payment of the service;
3.5.3. you’re not aware of any disagreement relating to the service being provided for the person who has died
3.6. If you have made or intend to make an application for a DWP Funeral Payment (a registered payment offered by the Department of Work and Pensions intended to help pay for a funeral) or any other financial assistance or grant to help you pay for the funeral, you will still be responsible to us for payment in full.
4.1. If there is a subsequent dispute that delays or makes the funeral impossible, you may be asked to make alternative arrangements and/or pay a reasonable amount for us to do so on your behalf.
4.2. Although we endeavour to be prompt, efficient and reliable, all bookings of dates and times regarding the Services cannot be guaranteed due to circumstances beyond our control. We will attempt to contact you as soon as we are made aware of any changes to booked dates or times, using the details you have provided, and advise you of alternative arrangements.
4.3. To avoid the risk of loss or damage to the jewellery or valuables of the person who has died, we would advise that you remove such items before we bring them into our care. If you decide to leave any items with the person who has died you will be doing so at your own risk. You should not assume that we are aware of any items on the person who has died. Even if we are aware of them we cannot accept responsibility for their safekeeping.
5. Right to cancel
5.1. Until you accept these terms and return your signed Cremation Form 1 you may cancel your order and receive a full refund of any payments made.
5.2. The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 gives customers the right to cancel agreements within a cooling-off period of fourteen days. By returning your signed Cremation Form 1 to us, you grant us the authority to start work on your order, waiving this cooling-off period.
5.3. This agreement may also be cancelled before the Services are fully delivered, either by us if you fail to honour your obligations under these Terms, or by you communicating to us in writing, cancelling your instructions. If we or you cancel your instructions you may, depending upon the reasons for cancellation, be asked to make arrangements and/or pay a reasonable amount for us to transfer your order to another provider.
These terms were last updated June 2021.