Farewill Funerals: our terms and conditions

Please read these terms carefully before buying a funeral with us, to make sure it’s the right choice for you.

Contents

  1. These terms and the funeral
  2. How to contact us
  3. How we’ll contact you
  4. Who can buy a funeral
  5. What’s included
  6. What’s not included
  7. Our liability
  8. How you can cancel
  9. How we can cancel
  10. To make a complaint, get in touch with us

1. These terms and the funeral

We’re Farewill Limited, registered in England and Wales at address 27 Downham Road, N1 5AA under company number 09701947. These legal terms are between you and Farewill Limited, and the laws of England and Wales apply.

If we cannot resolve a dispute using our complaints procedure, or by mediation, then the courts of England and Wales will settle it.

We may change our terms and services, or stop providing our services, to reflect changes in law or regulation, or to make minor adjustments or improvements. If we do, we’ll let you know using the contact information you give us. And if you spot something that does not look right, please get in touch.

2. How to contact us

If you need to talk to us about anything, you can:

Email us at [email protected]
Phone us on 020 8138 0315
Send a letter to 1st Floor, Farewill, 27 Downham Road, N1 5AA, UK

All our emails are from individuals or the team they’re in, followed by the domain @farewill.com. But please be wary of any spam emails claiming to be from us, and if you’re not sure, contact us using the details above.

3. How we’ll contact you

We’ll contact you in English using email, phone or post to your home address. If any of your details change, please let us know as soon as possible.

4. Who can buy a funeral

You must:

  • Be 18 or over
  • Have the legal authority to arrange the funeral of the person who’s died
  • Be responsible for paying for the funeral
  • Not be aware of any disagreement about the funeral, like a family disagreement about the type of funeral you’re arranging

If you’ve applied, or are going to apply, for a DWP funeral payment or any other financial help to pay for the funeral, you’re still responsible for paying us in full.

When choosing Farewill funerals, you need to complete all the paperwork which we send to you. Unless it’s for an urgent collection, returning this paperwork means you agree to these terms and our privacy policy, a contract is formed between you and us and you give us authority to start work on the funeral.

If you require an urgent collection (for example out of hours), we will accept authority to start work on the funeral when you tell us to on the phone. By telling us to start work on the funeral, you agree to these terms and our privacy policy and a contract is formed between you and us.

5. What’s included

Here’s our service in full.

  • Bringing your loved one into our care and looking after them at a chapel of rest
  • A direct cremation (without a service) anywhere in England, Wales and Scotland
  • A coffin and urn
  • Handling all the paperwork
  • Hand-delivery of your loved one’s ashes or scattering in a garden of remembrance
  • Guidance and ideas for scattering ashes or planning a memorial service

We suggest you remove any jewellery or valuables from the person who’s died before we bring them into our care, to avoid losing or damaging them. We cannot accept responsibility or liability for keeping them safe.

6. What’s not included

  • Interment (putting cremation ashes in a permanent resting place that people can visit)
  • A newspaper notice to let people know someone’s died
  • A memorial

There may also be fees for:

  • Transporting your body if you die outside of England, Wales and Scotland
  • A doctor to confirm the cause of death (if there’s no post-mortem)
  • Removing a medical device
  • Urgent collection (if they die at home or in a care home and we need to bring them into our care more quickly)
  • Bariatric support (if they’re particularly tall or over 20 stone, so we need more people or equipment to bring them into our care)
  • The delivery of ashes to an address outside of England, Wales and Scotland

If we cannot help you arrange a funeral, we’ll let you know and will not charge you. This might be because:

  • Of limits on our resources which we could not plan for
  • We found an error in the price or description of the funeral
  • We cannot meet a deadline you’ve asked for

We work with crematoriums across the country, so booking dates and times are often outside of our control. If we find out about changes to the funeral, we’ll contact you as soon as possible to let you know about alternative arrangements.

If something is not available at the time of the funeral, like your choice of urn, you agree for us to provide a reasonable alternative. We’ll always do our best to help organise the funeral you want, but we cannot guarantee any specific items.

7. Our liability

We're responsible for any foreseeable loss or damage we cause you if we fail to comply with these terms - by breaking this contract or not using reasonable care and skill. Foreseeable means it's obvious it'll happen or, if at the time we made the contract, we both knew it might happen. For example, we discussed it together during the sales process.

We're not responsible for any loss or damage that's not foreseeable. We do not exclude or limit in any way our liability to you, where it’d be unlawful to do so. This includes our liability for death or personal injury caused by our negligence, for fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

8. How you can cancel

To cancel, email [email protected] or call 020 3318 8647.

The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 gives you the right to change your mind or cancel your order within a cooling-off period of 14 days, but you waive this cooling-off period when you return the paperwork we send you and we’ve started work on the funeral, or in the case of an urgent collection you have told us to start work on the funeral.

You will get a full refund if you cancel before a contract is formed between you and us, which is when you complete and return relevant paperwork to us, or in the case or urgent collection, when you tell us to start work on the funeral.

We start arranging the funeral after a contract is formed between you and us, so if you cancel after that, we may charge a cancellation fee.

Depending on the cancellation reason, you might be asked to make arrangements with another provider, and/or pay a reasonable amount for us to transfer the funeral arrangements to them. We’re not liable for anything they do, unless we acted negligently or missed something in appointing them for you.

9. How we can cancel

We may cancel the funeral before it’s complete if you do not follow through with the agreements in these terms. At all times, we reserve the right not to offer our services to you and if you’ve already paid, we’ll refund you in full.

There may also be times where our services are delayed or we cannot provide services to you because of an event outside our control. If that happens, we’ll contact you as soon as possible to let you know and we’ll take reasonable steps to minimise any effects of the delay.

If there is any other dispute or delay that makes the funeral impossible, we may ask you to arrange the funeral with another provider and/or pay a reasonable amount for us to do so for you. We’re not liable for anything they do, unless we acted negligently or missed something in appointing them for you.

10. To make a complaint, get in touch with us

Email: [email protected] or call 020 3318 8647. We’ll let you know as soon as we receive your complaint and outline the next steps.

Within 3 working days, we’ll provide a dedicated individual to look after your complaint and explain how things are going.

If we need to look into things further, we’ll respond to your complaint no longer than 8 weeks from our first acknowledgment of your complaint.