Trust Centre : Our Terms of Business, Policies and Procedures

Terms & Conditions

Thank you for considering Amanda-Louise Funeral Services’ to arrange this funeral. We will work hard to deliver the funeral that is right for you and for the person whom has died in a smooth and dignified way. This document details our terms and conditions, which we are required to issue with regards the terms on which we are providing our services to you.

Our ethos is being transparent, to speak in plain language, be honest and provide clear and concise information.  The Executive Summary shown here identifies the key points of our terms and conditions, although of course please do read the whole document for its full contents.

Amanda-Louise’s  Terms & Conditions – Key Points

 ·       We assume that you have the  right to arrange the funeral of the person who has died. This means that you  have agreed with other relatives and anyone else with rights about the type  of funeral that you are arranging. It also means that you have the mental capacity to make such decisions.

·       You are totally responsible for all costs of the funeral that you ask us to arrange on your behalf.

·       You will ensure we are paid in  full, three working days before the date of the funeral (for attended  funerals) and on booking our services (for unattended funerals), unless  alternative agreement has been made with Amanda-Louise.

·       If you are applying for funds  from the Government or other sources, such as Charities, and if they do not  fund you the total amount of the funeral costs, you will responsible for  paying the outstanding amount.

·       If you are receiving monies from  the Government or other sources such as Charities, and they cannot pay our  fees in our timely manner, then we reserve the right to apply an admin charge  of £250 on top of our total costs.

·       If you are unable to pay our  fees, then we ask that you talk to us as soon as possible. If  you fail to pay on the timelines indicated on the invoice we will supply to  you, we may charge interest on the late payment of invoices at the rate of 4%  above base lending rate of NatWest Bank from the due date for the payment up  to and including the date of the actual payment. We may recover the cost of  taking legal action to make you pay, including a third-party company to  collect the balance on our behalf who may also add their fees, charges and  interest.

·       Cooling  Off Period - you have the right to cancel these contract terms with us within  us within 14 days by law from the date of these terms. If we have already  started to carry out works in those timeframes, then we will submit our  invoice relating to those works carried out for your payment.

·       We will hold your personal data  safely in line with our data privacy policy.

·       We want to reassure you that we  will not only provide dignified care to the person who has died at all times  but we will keep an audit trail that will demonstrate from the moment when  they are entrusted into our care to where they are in every stage of the  journey including cremated ashes (where applicable).

What do I need to do next?

1.       Please read the following terms and conditions in full.

2.      Contact Amanda-Louise if there isanything you are unsure about.

3.     These terms come into effect onproviding you this document, and you have the option to sign the final page toconfirm that you accept the full terms and conditions. However, notwithstanding your signature, the contract terms will come into force when we accept your instructions to us to provide you with our services.

Terms of Business for Amanda-Louise Funeral Services

These are the terms and conditions on which Amanda-Louise Lady Funeral Director Services (we, us or our) supply goods and or services to you. We are independent funeral directors, undertakers, and we provide a range of professional funeral services and related goods. The business is owned by Amanda-Louise Knight BA (Hons) as asole trader with HMRC. You can contact us at our funeral home at 3 Blenheim Road, Minehead, Somerset, TA24 5PY, telephone 01643 800335 or email office@amandalouisefuneralservices.co.uk.

We aim to act in a professional manner and provide a courteous, sensitive, and dignified service to you. Our business has policies which we stand by, copies can be found on our website, or we can email them to you.

These terms tell you who we are, how we will provide goods and/or services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. The t&cs below form a legally binding contract between the funeral director business and the client, once the funeral director has received notification to commence their services.

1.Terminology

1.1In these Terms and Conditions and in our working practices, unless the context otherwise requires, the followingexpressions have the following meanings:

·       “BusinessDay” means any day other than a Saturday, Sunday or bank holiday.

·       “workingor office hours” means Monday to Friday 9am to 4pm.

·       “Us”“we” means Amanda-Louise Funeral Services, and includes the business owner andany staff.

·       “Client(s)”is the person(s) who book our services. This typically is the person who registers the death of the person who has died. This person will be responsible to settle our invoice of funeral costs This definition also includes former clients.

·       “Prospective client(s)” means any member of public.

·       “Contract” means the contract for the provision of the Services between us and the client, and no other persons have any rights to enforce any terms or instruct us.

·       “Disbursement”means any payment on behalf of a client to a third party supplier or venue, forwhich reimbursement (without markup) is subsequently charged by us to the client.

·       “Services ”means the services which are to be provided by us to you.

·       “writing or written’ includes information provided in a letter, or in printed form or via email

·       Relationship of the parties – nothing in these terms and conditions shall be deemed to create a partnership or joint venture between the parties.

·       “First Offices” is the process of making a person who has died look presentable. Thiscan range from cleaning and washing the body, dressing the person who has diedand closing the eyes. Closing of the mouth may also be carried out, where appropriate.

·       “Invasive procedure” relates to any care procedure that involves the breaking of skin or the opening of bodily cavities, including embalming.

·       “Embalming” is a procedure whereby chemicals are inserted into the deceased’s body to preserve the body from deterioration. This procedure is not carried out routinely and written consent is required of us if the client wishes this to be undertaken. We will use a professional embalmer who will charge for this service.

·       “Introducer” relates to us and our relationship with Golden Charter Funeral Finance Company(once we have completed our application to be associated with them). We do not receive any commission as an introducer.

·       “Regulator(s) ”The National Society of Allied and Independent Funeral Directors (SAIF) is the authorised body we are associated to, abiding by their code of conduct and they carry out inspections of our policies, procedures, and of our funeral home; ensuring you of our quality assurance at all times. We are also a member of The Association of Green Funeral Directors demonstrating that we also provide eco friendly funerals as well as traditional funerals. 

1.2This legal contract between you and Amanda-Louise Funeral Services, incorporating these Terms and Conditions, will come into force when Amanda-Louise Funeral Services, having received your instructions either verbally or in writing, confirms acceptance of those instructions orally or by email to you or confirms to you in writing that it is arranging a funeral on your behalf.

2.Amanda-LouiseFuneral Services’ Obligations

2.1 Our aim is to provide a quality service; our working practices and behaviours are underpinned by our policies and procedures.

2.2When you instructus, we will provide you with an indication of the costs of our services. Following the initial meeting between you (the client) and us (Amanda-Louise Funeral Services) whether in person or online, Amanda-Louise Funeral Services will provide an estimate of the costs, including expenses as soon as possible, and in any event, at least three days prior to the funeral of all fees.

2.3Everyone at Amanda-Louise Funeral Services will work to their best ability to ensure that your wishes as well as the person who has died are carried out. If however, following a family meeting for example, that certain requests cannot be met because of family circumstances or matters outside of Amanda-Louise Funeral Services’ control, we will assist in making alternative arrangements, but we will not accept any liability for additional costs or losses that may arise asa result.

2.4We will guide you through the process of arranging a funeral, and provide you with information as to choices so that you are empowered to make the right decision.

3.Your Obligations

3.1Prior to you briefing us, we ask that you ensure you have the right to arrange the funeral of the person who has died. In law, this may be the executor of the Will, the person who has registered the death or next of kin.  Naturally here at Amanda-Louise Funeral Services we do not independently check who has the legal right to arrange a funeral, but ask that you confirm your relationship to the deceased.

3.2We ask that you as far as reasonably possible, are in agreement with any relative(s) or interested parties about the type of funeral that is required before you instruct us. We cannot be liable for any costs that may arise due to any disagreements or change of plan.

3.3Any changes toour agreed funeral plans must be provided to us in writing either in letter orby email.

3.4During our initial meeting, we ask that as far as reasonably possible, you provide us with as much information during our initial meeting.

3.5You are responsible for either yourself personally to register the death of the person who has died, or to instruct someone else to do this on your behalf, and that you provide us with all the information we will need to apply for a burial or cremation on your behalf.

3.6You are responsible for paying the fees.

3.7You will inform us if you are applying for funds to help with the cost of the funeral ie from the Dept of Work and Pensions (DWP). We will support you in your application if you require our help.

4.Changes to Funeral Services Including Dates and Times

4.1All dates and times provided on the estimate cannot be guaranteed until final bookings are made, paid for, and confirmed. Although we endeavour to provide a swift and efficient service for you, there may be cases, because of circumstances beyond our control, we are unable to fulfil our obligations to you on the date or time specified. If this is the case, we will attempt to contact you in advance and advise you of alternative arrangements.

5.Estimate and Expenses

5.1As mentioned above, Amanda-Louise Funeral Services will provide an estimate of fees and charges. This estimate is an indication of the charges likely to be incurred on the basis of the information and details we know at the date of the estimate.

5.2By you continuing with our services, you will have deemed to have accepted such fees and will be liable to pay them in accordance with these terms.

5.3Whilst we make every effort to ensure the accuracy of the estimate, the charges may alter particularly where third parties change their rates or charges, or if we do not know their full costs at time of estimate, however we give you a best estimate of such charges. The actual amount of the charges will be detailed and shown inthe final account.

5.4If you amend yourinstructions, Amanda-Louise Funeral Services require your written confirmationof the changes.

5.5. Our website shows prices and these are current at the time of publication and are subject to changes. 

6.Prices

6.1Someitems of our service (for example hospitality, flowers etc are or may be subject to VAT. This will be charged to you at the prevailing rate at the time of the invoice.

6.2Our prices quoted inour estimate are confidential to you. Therefore, and except as otherwise provided by law, the client hereby agrees to keep the pricing arrangement confidential for a period of no less than 3 years from the date of this agreement. 

7.PaymentArrangements

7.1All costs for unattended funerals must be paid on booking Amanda-Louise Funeral Services.

7.2For attendedfunerals, the crematoria or cemetery fee is to be paid on booking, then thebalance must be paid to Amanda-Louise Funeral Services at least three clearworking days before the date of the funeral. Amanda-Louise Funeral Services’reserves the right to postpone the funeral if fees are not received when due.

7.3We will submit aninvoice to you on booking relating to the crematorium or burial fees, and asecond invoice showing the balance due prior to the funeral as indicated above.Any other costs outstanding, or unforeseen until the day of the funeral, thenwe will raise a third invoice for those costs for which you will be liable topay.

7.4Where instructed to do so, Amanda-Louise Funeral Services will forward its final invoice to another person provided full contact details and information is provided. Notwithstanding such instructions, you are however personally liable for making payment in full of all Fees and disbursements and simply forwarding the final invoice to another person will not discharge that liability.

7.5If you are applying for discretionary funding from the Department of Work and Pensions Social Fund or any other funding body, you are responsible for any shortfall between the amount awarded and the full estimate. You are reminded that the DWP and other funding bodies may not cover any costs. In this instance, you are still responsible for ensuring that full payment is made within the payment terms detailed below. For payments from the DWP or any other funding body, we reserve the right to charge an admin fee of £250.

7.6Where a double funeral is arranged (for the same day) only 50% of our professional fee will be charged for the second person.

7.7.For Cremations, many crematoriums are now charging a late penalty fee if for whatever reason the funeral runs over its allotted time, even by a few minutes. These charges will be paid by the client. 

8.Payment Methods

8.1On the invoice we will prepare it will show paymentchoices to us.  In brief these are:-

1.      By bank transfer into our businessbank account (there is no additional charge to do this)

2.     By debit or credit card either inperson at our funeral home, or remotely over the telephone (if you pay by cardthere is a surcharge applied at 2% to cover the bank charges))

3.    By cheque (funds need to be cleared by the date due) 

9.Late Payment

9.1If we do not receive payment within our timeframes, then interest will be charged at 4% above the base lending rate of Nat West Bank from the due date for payment up to and including the date of the actual payment, plus any costs involved in us taking legal action to make you pay, including a third-party company to collect the balance on our behalf who may also add their fees, charges and interest.

10.Indemnity

10.1You are to indemnify us in full and hold us harmless from all expenses and liabilities we may incur (directly or indirectly including financing costs and including legal costs on a full indemnity basis) following any breach by you of any of your obligations under these terms.

10.2This means that you are liable to us for losses we incur because you do not comply with these terms, for example we will charge you an administration fee where we receive a cheque from you which is subsequently not honoured or if we write to remind you that an account is overdue. If we instruct debt collection agents, we may alsorecover the fees we incur from you. Further details regarding these fees are available on request. We may claim those losses from you at any time and if we have to take legal action, we will ask the court to make you pay our legal costs.

11.Your Right to Cancel Contract

11.1You have the right to cancel the contract if you wish in accordance with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013which may give you the right to terminate this agreement in the cooling off period of 14 calendar days which commences with day one being the date the client signs and acknowledges receipt of this agreement. In order to deliver the funeral services in a timely manner, Amanda-Louise Funeral Services needs to be able to start work on your behalf immediately after you instruct us. By signing these terms and conditions, you acknowledge that you are waiving the right to cancel the contract at no penalty to yourself. In the event that you wish to waive you right to cancel under the Consumer Regulations and then choose to cancel, you will be liable to pay our costs incurred as shown below and 100% of any third party charges incurred.

·       Termination within 2 days of due date for performing services – 100% of our fees payable

·       Termination within 1 week of due date for performing services – 80% of our fees payable

·       Termination within 2 weeks of duedate for performing services – 50% of our fees payable

·       Termination up to 2 weeks of due date for performing services – 30% of our fees payable

12.Termination– Our Rights to Cancel

12.1We reserve the right to terminate our services if you fail to honour your obligations under these terms. We are under no obligation to accept your termination until wereceive your instructions in writing. If you terminate your instructions, or if we decide to terminate our services, you will be involved for all third-party charges which we have paid or committed to. You will also have to pay our charges and expenses according to the scale set out above.

13.Confidentiality

13.1The client(s)and Amanda-Louise Funeral Services agree that each of us will keep confidential and will not (whether directly or indirectly disclose, use, copy or modify any confidential information belonging to the other. In this clause, ‘confidential information’ means all information of a confidential nature that one of us has or acquires (whether directly or indirectly) including the other party’s personal information, financial information or information relating to their businesses or families and any information agreed to be or marked as confidential, any other information a party knows, or could be reasonably expected to know, is confidential and any other such information related to or concerning a party’s business or family.

13.2The only exception is for information which Amanda-Louise Funeral Services may be entitled or be bound to disclose legally or where requested by regulatory agencies or to our professional advisers where reasonably necessary for the performance of their professional services.

14.Data Protection& Personal Data

14.1Your Personal Data is held in accordance with our data privacy policy which can be accessed on our website.

Amanda-Louise Knight(owner of Amanda-Louise Funeral Services) is registered with the Information Commissioner’s Office and is committed to complying with Data Protection Legislation and ensuring your Personal Data is protected. “Data Protection Legislation” means all applicable data protection and privacy legislation in force from time to time in the UK including the General Data Protection Regulation ((EU) 2016/679); the Data Protection Act 2018. Defined terms used below shall have the meanings set out in the Data Protection Legislation.

14.2Amanda-LouiseFuneral Services will process any personal data which it collects for the purpose of complying with its obligations under this contract. Such personal data may include sensitive information that reveals a person's racial or ethnic origin, religious / philosophical beliefs, health info or sexual orientation. We confirm that we have put in place appropriate technical and organisational measures to secure all personal data, including such “special category” data and will only collect such personal data as is necessary for provision of our services and will ensure it is not excessive.

14.3We will only keep personal data in identifiable form in relation to the funeral. Any financial data will be deleted immediately. We will notify you without undue delay on becoming aware of a Personal Data breach; and at your written direction, we will delete or return Personal Data and copies thereof to you once the funeral has taken place unless required by Applicable Law to store the personal data.

14.4We keep data relating to monies we have received for a period of 72 months for accountancy purposes.

In order to deliver the Services, we will, when relevant, share your relevant personal data with third party suppliers such as florists, celebrants, churches, cemeteries. Ifyou do not wish us to transfer such personal data to third parties, please do let us know but this may have a negative impact on how we can provide services to you.

14.5We will notshare your personal data with or sell your data to other companies forpromotional purposes.

14.6In accordancewith Data Protection Legislation, you have the right to access, rectify, orerase the personal data we hold about you or the person who has died. You havethe right to complain to the Information Commissioners Officer if you considerthat we have not processed your personal data in accordance with DataProtection Legislation.

14.7“Unsolicited Approaches” we do not contact a client or potential client that involves unlawful data processing or for which the individual has not provided prior consent. For the avoidance of doubt, advertising and leaflet dropping are not covered by this definition.

15.Intellectual ownership/copyright

15.1From time to time, we may use a photograph of a coffin or aspect of an event for our marketing purposes. The client agrees for us to do so, unless the client writes to us withdrawing their consent.

15.2We will automatically provide information on our website of the death/funeral announcement, and at times post on social media in relation to the funeral. The client agrees for us to do so, unless the client writes to us withdrawing their consent.

15.3Should we write a celebrant funeral service/ceremony, then that script will remain the ownership of us until payment has been received in full. Notwithstanding this, after payment, the content is under the ownership of us, and copyright – none of the content can be used by anyone else.

16.Third Party Suppliers & Liabilities

16.1Amanda-LouiseFuneral Services are only responsible for the parts of the funeral arrangements that it performs itself. As part of its Services, Amanda-Louise FuneralServices shall in accordance with your instructions make all other necessaryarrangements with third parties on your behalf (such as with ministers, celebrants,florists, external printing companies, newspapers, cemeteries, crematoria,organists, gravediggers etc). In doing so, it is acting as your agent and anycosts incurred for such third-party services shall be added to your invoice.

16.2Accordingly, thethird parties involved in providing their services (and not therefore Amanda-Louise Funeral Services) are responsible to you for the provision of their services. Amanda-Louise Funeral Services acts as an agent on your behalf to bring all of those services together but cannot be held responsible for the quality or level of service provided.

16.3Other failures or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable contract, such as but are not limited to, failure of any sub-contractor, power failure, internet service provider failure, industrial action, civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism, acts of war, government action, epidemic or other natural disaster, or any other event that is beyond our control.

16.4In any situation to be deemed an emergency, particularly on the day of the funeral, we may undertake whatever action that we feel is appropriate without the need to consult the client beforehand.

16.5Some places of worship including cemetery and crematorium chapels are restricted by fire regulations regarding the number of people who may enter the building. Amanda-Louise Funeral Services does not accept any liability if some mourners are declined entry to the building for the funeral service.

16.6If the information you provide to us is delayed, incomplete or otherwise incorrect, we will not be responsible for any delay caused as a result. If additional work is required from us to correct or compensate for a mistake made as a result of incomplete or otherwise incorrect information that you have provided, we may charge you a reasonable additional sum for that work.

16.7We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these terms and conditions or as a result of our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when the agreement is created, Nothing in these terms and conditions seeks to exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees, agents or sub-contracts) or for fraud or fraudulent misrepresentation. Furthermore, nothing in these terms and conditions shall affect your statutory rights as a consumer.

17.Limitation of liability

17.1In providing the services, Amanda-Louise Funeral Services are committed to maintaining a high level of service and efficiency. However, the services are dependent upon the accuracy of information provided by you which is beyond the control of Amanda-Louise Funeral Services, therefore we do not accept responsibility and shall not be liable for any loss that you may incur directly or indirectly, because of using our services.

17.2Amanda-LouiseFuneral Services shall not be liable to you for any loss or expense which is indirect or consequential loss, and / or loss or damage suffered by you because of anaction brought by third party.

17.3Notwithstandingany other provision contained in the contract, Amanda-Louise Funeral Services does not, in the contract, exclude or restrict liability for death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or to the extent it is otherwise prohibited by law from excluding or restricting liability.

18.Our Complaints Procedure &Conduct

18.1We hope that you have a position experience of the delivery of the service you need and want. If you are not happy with the service you receive, we would ask in the first instance that you talk with the member of staff you have been working with. If the matter is still not resolved, you can read our complaints policy on our website whichshows the procedures in place to ensure your concerns are heard and addressed.

18.2Our code ofpractice requires that we provide a quality service in all aspects. If you arenot content with our delivery in any aspect, you agree not to post on any mediaplatforms any negative comments about our services for a period of three years.

18.3The client(s) is/are responsible for theconduct of funeral attendees and all other service providers.  Verbal or physical abusive language or behaviour towards Amanda-Louise Funeral Services will not be tolerated in anyway and will lead to an immediate termination of their services.  In these circumstances, there will be no refunds whatsoever paid by the funeral director services.

18.4Nothing in this contract impinges on your statutory rights under the Consumer Rights Act 2015 and other legislation; those rights main unaffected.

19.Ranking

19.1It is acknowledged and agreed that the client(s) can elect to purchase 1) different tiers of Services – this will give different levels of support generating different volume of hours supported and 2) different types of Services –listings are featured and accessible to client(s) on the website.

19.2During busy times, our admin time and accessibility can reduce. It is common working practice to work on a priority need basis deemed appropriate by the service provider. This does not mean all our clients are not important or they are valued less.

20.Health & Safety

20.1In carry out our duties we will be responsible for our health and safety when we are in your own home or in other places carrying out any of our services. When we are in your own home, the client will protect our staffing of potential health and safety risks.

20.2Bearers - Bearing by family members or anyone other than the staff at Amanda-Louise Funeral Services will only be permitted at the direction of the Funeral Director. We will not be held responsible for any mishap, loss, injury or damage should anyone other than our staff wish to pall bear or carry out any other function usually carried out bythe Funeral Director staff. 

21.Covid-19

21.1We respectfully ask if you have close contact with someone who has tested positive for covid-19 or you’re experiencing symptoms of covid-19you should take a PCR test (at your cost) which gives a negative result before visiting our funeral home or asking us to visit you at home. Thank you for yourunderstanding.

21.2In a lock down pandemic climate – As a modern funeral directors we can allow for zoom streaming of funerals and receptions, allowing those restricted in attendance to still play a meaningful role in the ceremony. We can alter routes to allow neighbours and friends to pay their respects as the cortege drives past, and can make arrangements to safely allow people to come in and decorate the coffin if they wish. We will always follow the guidelines set by the legislation.

22.Clothingand Personal Effects

22.1We will record all clothes and personal effects that are with the person who has died when webring them into our care and will ask you to sign to confirm that we have them if you are with the person when we collect them. We will follow your instructions as to what to do with these items. Any items left with us for more than a month after the funeral will be recycled, donated to charity, or disposed of. When jewellery and/or other valuables are placed in the coffin or left on/with the person who has died during visits, Amanda-Louise Funeral Services are not responsible for their safekeeping and does not accept any liability in the event of loss or damage. 

23.How We Look After The Deceased And Keep them Safe

23.1When you give us permission to collect the person who has died, (and after medical verification of death) when we arrive we check identification to ensure that the person whom we are collecting is that whom we are expecting to collect. We will check paperwork, or identification on the person or ask a family member for example.

23.2We will raise a file relating to the person who has died, which has IT procedures to ensure it is safely kept. We use a funeral director management software tool and paper records.

23.3We will inform you the location of where we look after the person who has died, and if we are requested to convey the person who has died to another location for example to another mortuary or to venue before funeral, we will notify you (and record the whereabouts on our software tool).

23.4In our mortuary facilities, we will place an identification band on the person (if they do not have one already) and we record the exact position in our mortuary the person is on a whiteboard (we only use codes not full names on display) and if anyone other than staff enter the mortuary, we would ensure that all sensitive information is protected. We also record this information on our IT management software.

23.5If we are givenclothing to change the person’s clothing, then the clothing will either be placed in a bag labelled with the person (in readiness) or on a rack in themortuary. If any jewellery is not to remain on the person and is to be returnedto you, then such jewellery will remain on the person or put into our lockedarea for safe keeping. Again all information is recorded by us.

23.6 We will gently wash the person who has died and ensure that they are clean. We will remove any canular tubes that have been left in by a hospital. We will brush their hair, and shave men (if they were clean shaven when alive). We can apply makeup if you wish, and aim to make your loved one as presentable as we can.  Thereafter we can use a more surgical approach to closing of eyes and mouth if needed. More than this, we will require additional written consent; for example embalming or removal of pacemaker if required.

23.7We regularly carry out checks on the person who has died, and record this.

23.8We will prepare a name plaque which will be fixed onto the lid of the coffin, and we check the details are accurate from our records.

23.9We will prepare paperwork on your behalf to apply for a cremation or burial and check the information is accurate.

23.10On the day of the funeral, our staff will check that the coffin relates to the funeral we aregoing to undertake that day, and ensure that coffin is placed in our hearse or appropriate vehicle.

23.11hen we reach the crematoria or church/cemetery we will liaise with the personnel the other end so both parties are confident that we are performing funeral of the person shown on the application.

23.12Once we place the coffin onto the catafalque, this indicates we are handing over responsibility to the crematoria or church/cemetery.

23.13If you have chosen to be cremated, and wish us to collect the cremated ashes on your behalf, then at the crematoria we check the paperwork and the box of ashes so that they correspond, signing paperwork to confirm that we now have responsibility for those ashes. We store the ashes in our locked facilities for safe keeping, and the information is recorded on our IT management software and paperwork.  When we hand over the ashes to the client, we will ask the client to sign our paperwork to evidence the same, and we update our software to complete our audit trail.

24. Spending Time With Your Loved One Whilst in Our Care

24.1We understand for some it is important to spend time with their deceased loved one whilst they are in our care, either by “viewing” ie to actually see the person, or within a closed coffin. This can be done by making a mutually convenient time usually during office hours, but we can accommodate this out of hours. Typically time spent together is up to one hour. Our modern approach knows that some people want to wash their loved one, apply makeup, attend to their hair or even place a favourite teddy or blanket with then; all of which you are most welcome to do – even if its applying a favourite perfume or aftershave. We have a beautiful area for visiting your loved one, which is private and peaceful.

24.2Our client must agree to who can spend time with the deceased.

24.3Whoever does so, will need to sign our viewing paperwork.

24.4Anyone who spends time with a deceased whilst in our care, must apply our dignity behaviours whilst in our visiting room; for example no one can take photos of the deceased nor can they facetime or virtually call other family or friends depicting the deceased. This is not because we have anything to hide, but the deceased hasn’t consented to such and must be respected.

25. Carbon Friendly Funerals

25.1Exclusive to Amanda-Louise Funeral Services, we offer various ways to have a eco friendly funeral. For example:-

1.       Offer greener funerals ie natural burials and natural products

2.      Offer to reduce waste ie avoiding plastics

3.     Offer to mitigate towards the carbon footprint of the funeral – we can invite you to purchase tree(s) (at a nominal amount) in memory of your loved one which we will organise to be planted in the UK with our charity partners, Carma Earth, whom use military veterans to plant the tree(s) which improves their mental health and provides employment skills. We will present you with a certificate showing the number of trees planted.

26. Our Products

We can supply everything you may want for a funeral, memorial celebration of life, scattering of ashes and grave.  From variety of vehicles, large range of coffins in various materials and shapes, items for cremated ashes from oak, wicker and biodegradable urns and those suitable for water, ashes into jewellery and glassware, into fireworks, vinyl records, canvas art, memorabilia such as memory bears, memory boxes, orders of service booklets, funeral stationery such as condolence books, book marks etc, memorial pin badges, in memory seed packets, private venue space to hire for a funeral service or wake gathering, catering and bar services, our inhouse florist services (flowers to buy and hire), temporary grave markers to stone masonry head stones. With our wealth of experience, we can open you up to a world of other possibilities if that’s meaningful to you to remember a loved one.

27. Advance Funeral Wishes

We offer with our complimentary Funeral Planning Wishes Booklet where anyone can complete recording their wishes of their own funeral, and to keep this safe in their paperwork and if you wish, we can keep of those wishes for when the time comes if you consent for us to do so.

28.General

28.5.1If any term or provision of this contract is at any time held to be void, invalid or unenforceable, then it shall be treated as changed or reduced, only to the extent necessary to bring it within the laws of that jurisdiction and to prevent it from being void and it shall be binding in that changed or reduced form. Subject to that, each provisionshall be interpreted as severable and shall not in any way affect any other of these terms.

28.2This Contractand any document expressly referred to in it (including your instructions)constitute the whole agreement between you and Amanda-Louise Funeral Services,to the exclusion of any terms implied by law which may be excluded by contract, and supersede all previous discussions, correspondence, negotiations, previousarrangement, understanding or agreement, oral or written, relating to the subject matter of any Contract. Each party acknowledges that, in entering into the contract, it has not relied upon, and will not have any remedies in respect of, any representation or warranty (whether made innocently or negligently)that is not set out in this contract or the documents referred to in it.

28.3No failure or delay by any party to exercise any right, power or remedy will operate as a waiver of it nor indicate any intention to reduce that or any other right inthe future.

28.4Neither party shall be liable for any failure or delay in performance of this contract whichis caused by circumstances beyond its reasonable control.

28.5Anycommunication to be served on either party by the other shall be delivered by hand or sent by first class post or recorded delivery or by e-mail.

28.6ThisContract does not give any right to any third party under the contracts (Rights of Third Parties) Act 1999 or otherwise, except that any provision in this contract which excludes or restricts the liability of any person, may be enforced under that Act. This also means You may not transfer(assign) your obligations and rights under these terms and conditions and underthe contract without our express written permission. Our contract is betweenyou and us. It is not intended to benefit any other person or third party inany way and no such person or party will be entitled to enforce any provisionof these terms and conditions.

28.7We may transfer (assign) our obligations and rights under these terms and conditions (and under the Contract, as applicable) to a third party (for example, if we sell our business or due to poor health). Your rights under these terms and conditions will not be affected and our obligations under these terms and conditions will be transferred to the third party who will remain bound by them.

28.8The validity, construction and performance of this contract shall be governed by the laws of England and Wales and each party hereby irrevocably submits to the exclusive jurisdiction of the courts of England and Wales.

29.OtherPolicies & Produces

26.1As a reputable professional business, we are driven by quality policies, procedures wrapped around our positive values and ethos. These can be found online at:

https://www.amandalouisefuneralservices.co.uk/policies/equalities-statement

https://www.amandalouisefuneralservices.co.uk/policies/accessibility-policy

https://www.amandalouisefuneralservices.co.uk/policies/donations-policy

https://www.amandalouisefuneralservices.co.uk/policies/code-of-ethics

https://www.amandalouisefuneralservices.co.uk/policies/privacy-policy

https://www.amandalouisefuneralservices.co.uk/pages/our-values

Signed by Client & Print  Name

Date Signed

Signed by  Amanda-Louise Funeral Services Digital Signature

Terms come into  effect on Date given to  client

Policy Updated May 2025

Next Policy Review May 2026

Policy Owner Amanda-Louise Knight

Policy Reviewer Amanda-Louise Knight

‍