Terms and Conditions

Last updated February 2024

Please read these terms and conditions carefully before using Our Website or the client portal, or accessing Our Services.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of these Terms and Conditions:

• Account means a unique account created for You to access our Website or client portal, or to receive Services
• Country refers to: United Kingdom
• Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to In Memory Of Life Funeral Directors, 86-90 Paul Street, London, EC2A 4NE
• Content refers to content such as text, images, or other information that can be posted, uploaded, linked to or otherwise made available by You, regardless of the form of that content.
• Device means any device that can access the Website or client portal such as a computer, a cellphone or a digital tablet.
• Deceased refers to the person who has died and for whom the Services are requested
• Services refer to any funeral related service requested from Us by You
• Orders mean a request by You to purchase Services from Us.
• Suppliers refers to any third-party company providing services directly for the Company
• Terms and Conditions (also referred as "Terms") mean these Terms and Conditions that form the entire agreement between You and the Company regarding the use of the Website and client portal and accessing our Services
• Website refers to In Memory Of Life Funeral Directors, accessible from https://inmemoryoflife.com and the client portal accessible from https://app.inmemoryoflife.com
• You means the individual accessing or using the Website or Services, or the company, or other legal entity on behalf of which such individual is accessing or using the Website or Services, as applicable.

Acknowledgment

These are the Terms and Conditions governing the use of this Website and client portal, and the agreement that operates between You and the Company for the provision of Services. These Terms and Conditions apply to all visitors to the Website and others who access or use our Services.

Your access to and use of the Website or client portal, or receipt of Services, is conditioned on Your acceptance of and compliance with these Terms and Conditions.

By accessing or using our Website, client portal and Services, You agree to be bound by these Terms and Conditions. If You disagree with any part of these Terms and Conditions then You may not access the Website or receive Services from us.

You represent that you are over the age of 18. The Company does not permit those under 18 to use the Website or client portal.

Your access to the Website and receipt of our Services are also conditioned on Your acceptance of and compliance with the Privacy Policy of the Company. Our Privacy Policy describes Our policies and procedures on the collection, use and disclosure of Your personal information when you use the Website or access Services and tells You about Your privacy rights and how the law protects You. Please read Our Privacy Policy carefully before using Our Website or using our Services.

Placing Orders for Services

By placing an Order for Services through the Website or by other means, You warrant that You are legally capable of entering into binding contracts.

Your Information

If You wish to place an Order for Services, You may be asked to supply certain information relevant to Your Order including, without limitation, Your name, Your email, Your phone number, Your credit card number, the expiration date of Your credit card, Your billing address, and details about the Deceased necessary for the provision of Services.

By submitting such information, You grant us the right to provide the information to payment processing third parties and other Suppliers for purposes of facilitating the completion of Your Order and provision of requested Services.

Funeral Services Provision

Our acceptance of your Order will always be sent to you in writing. You accept that it will be necessary sometimes for us to begin providing some requested Services, such as collection and care of the Deceased, before you have submitted your full Order.

In the event that we are unable to accept any part, or all of your Order submitted, we will inform you of this and our rationale as soon as possible and confirm in writing. This may be due to items being out of stock, unable to meet specified deadlines, unavailability of Suppliers or for any such reason as is necessary. We will endeavor to ensure that all Services promoted on the Website are accurately described and correctly priced. It is however possible that some items may be incorrectly priced or displayed and in such an event we reserve the right to increase or decrease the price as necessary, or provide the most suitable alternatives.

In order to provide your requested Services, we may instruct a range of Suppliers who provide Services on behalf of the Company. This includes but is not limited to:

• Carriage Master Providers
• Mortuary Service Providers
• Funeral Staffing Providers
• Coffin and Urn Suppliers
• Any other provider required to fulfil your Order for requested Services

By agreeing to these terms, you accept that some Services requested in your Order may be provided on our behalf by one of our chosen Suppliers.

Other Service Provision

The Company is not responsible for the provision of services from other third party companies not directly contracted to provide our Services. In such events, we act as the declared agent to make necessary bookings and arrangements with third parties on Your behalf (such as the Crematoria, Burial Ground, Cemetery, Mortuary, Celebrants etc).

Rights to Make Changes, Cancel or Request A Refund

If you wish to make changes to the Services at any point after we have accepted your Order, please contact us. Wherever possible, we will do everything we can to make any reasonable changes to the Services ordered. In doing so, we may need to amend the Fees payable and/or update the timescales for delivery of the Services. If we are unable to make the changes you have requested or if you are not satisfied with the amended Fees or timescales, you may wish to exercise your right to cancel this Agreement.

Under the Consumer Contracts Regulations 2013, you have the right to change your mind and cancel within a 14-day cancellation period, commencing the day after we accept your Order.

When you sign and enter into this Agreement, you authorise that we begin providing the requested Services within the 14-day cancellation period. If you then wish to change or cancel your request for Services within the 14-day cancellation period, you agree to pay us in full for any Services completed before the requested cancellation date and in part for any Services part completed.

In order to exercise your right to cancel, you must clearly inform us of your decision in a written statement either sent by post or by email at funerals@inmemoryoflife.com.

Our Liability to You for Loss or Damage

Our liability is limited to the total amount due by you to us under these Terms and set out in your Order. We are not liable for any loss or damage that is not a foreseeable result of our breach of these Terms or negligence.

We shall not be liable for the loss of any jewellery, personal items, clothing or any such effects left with the Deceased at the point they are taken into our care. In order to avoid the risk of loss or damage for any items, we would strongly advise that you remove any such items prior to the person being brought into our care.

Fees

In Memory Of Life will present a full written estimate of all Fees to you after receipt of your Order. This will be followed by a Final Invoice once all bookings and third-party charges have been confirmed.

All dates, times and Fees displayed on the Website and in your Order cannot be guaranteed until we have made and confirmed all bookings, many of which will be dependent on third party availability.

The estimate of Fees provided on the Order is an indication of the likely charge only based upon the information we have at the time. We will always endeavour to ensure the estimate on your Order is as accurate as possible, however in some events, such as where a third party changes their rates or charges, we may need to adjust the Fees in our Final Invoice.

It is especially important to consider where there may be many variable costs from a third party which are not able to be displayed on the Website. For example, a Cemetery will have variable costs for the time of day, non-residents, type of grave, size of the coffin, location of the grave, permits and other items. In such events we will provide you with as accurate an estimate as possible in your order, however, can only confirm your final fees in your final invoice.

Payment Terms

All Fees designated within the Final Invoice are to be paid in full before the funeral will commence (3 working days before date of funeral).

If you have made or intend to make an application for a Department for Work and Pensions Funeral Payment, or any other financial assistance application, please note that you still remain responsible for the payment of all Fees to us within these payment terms.

Payments shall be made to the Company via bank transfer using the details provided within the Final Invoice. If you are not able to make payment within these terms, please contact us to discuss any changes to these terms for your individual circumstance.

In the event of any unpaid accounts, we reserve the right to pass on to the Client the cost of any third-party charges for collection of the Fees.

User Accounts & Client Portal

When You create an account with Us, You must provide information that is accurate, complete, and current at all times. Failure to do so constitutes a breach of the Terms, which may result in immediate termination of Your account.

We operate a secure client portal at app.inmemoryoflife.com. This portal allows families and authorised representatives to access funeral arrangement details, submit instructions, upload documents, and communicate with our team. Data stored within the portal is held securely on the Base44 platform and is subject to our Privacy Policy.

You are responsible for safeguarding the password that You use to access the client portal and for any activities or actions under Your password. You agree not to disclose Your password to any third party. You must notify Us immediately upon becoming aware of any breach of security or unauthorised use of Your account.

Intellectual Property

The Website, client portal and their original content (excluding Content provided by You or other users), features and functionality are and will remain the exclusive property of the Company and its licensors. The Website and client portal are protected by copyright, trademark, and other laws. Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of the Company.

Links to Other Websites

Our Website or client portal may contain links to third-party websites or services that are not owned or controlled by the Company. The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third party websites or services. You further acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any such content, goods or services available on or through any such websites or services.

Termination

We may terminate or suspend Your account immediately, without prior notice or liability, for any reason whatsoever, including without limitation if You breach these Terms and Conditions. Upon termination, Your right to use the Website and client portal will cease immediately.

Limitation of Liability

To the maximum extent permitted by applicable law, in no event shall the Company or its suppliers be liable for any special, incidental, indirect, or consequential damages whatsoever (including, but not limited to, damages for loss of profits, loss of data or other information, for business interruption) arising out of or in any way related to the use of or inability to use the Website, client portal or Services.

Disclaimer

The Website, client portal and Services are provided to You "AS IS" and "AS AVAILABLE" and with all faults and defects without warranty of any kind. To the maximum extent permitted under applicable law, the Company expressly disclaims all warranties, whether express, implied, statutory or otherwise, with respect to the Website and the Services.

Governing Law

The laws of the United Kingdom, excluding its conflicts of law rules, shall govern these Terms and Your use of the Website, client portal and Services. Your use of the Website and Services may also be subject to other local, state, national, or international laws.

Disputes Resolution

If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting the Company.

Changes to These Terms and Conditions

We reserve the right, at Our sole discretion, to modify or replace these Terms at any time. If a revision is material We will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at Our sole discretion.

By continuing to access or use Our Website, client portal or Services after those revisions become effective, You agree to be bound by the revised terms.

Contact Us

If you have any questions about these Terms and Conditions, You can contact us:

• By email: hello@inmemoryoflife.com
• By phone: 0203 389 8362
• By post: In Memory Of Life Funeral Directors, Funeral Enterprises LTD, 86–90 Paul Street, London, EC2A 4NE