Privacy Policy

Last updated: 19 September 2026

Never Forgotten respects your privacy and handles personal information carefully. This notice explains what we collect, why we use it, who we may share it with and the choices you have.

Who we are

Never Forgotten provides grave-care and memorial-maintenance services across London and Surrey.

Email: hello@neverforgotten.co.uk
Correspondence address: 10 High Street Wimbledon, London SW19 5DX, United Kingdom

Information we collect

Depending on how you use our website and services, we may collect:

  • your name, email address, telephone number and billing information;
  • details needed to locate and care for a grave, including cemetery, plot information and the name shown on a memorial;
  • your service preferences, instructions, correspondence and order history;
  • photographs taken before, during or after grave-care visits;
  • marketing preferences; and
  • technical information about use of our website, such as IP address, device and cookie information.

How we use your information

We use personal information to provide and manage the services you order; locate graves and plan visits; communicate with you; send visit photographs by email or WhatsApp where chosen; take payment and manage subscriptions; respond to enquiries and complaints; prevent fraud and protect our website; meet legal, tax and regulatory obligations; and send marketing where permitted.

Our lawful bases

We generally process information because it is necessary to perform a contract with you or take steps at your request before entering into a contract. We may also process information where required by law, where we have a legitimate business interest that does not override your rights, or where you have given consent.

Who we share information with

We do not sell your personal information. We may share information where reasonably necessary with trusted providers that help us operate, including Shopify, payment providers such as Stripe and PayPal, subscription-management providers such as Appstle, website and email providers, and WhatsApp where you choose to receive photographs that way. We may also share information with professional advisers, regulators, authorities, cemetery authorities or contractors where this is necessary to provide the service or comply with the law.

International transfers

Some service providers may process information outside the United Kingdom. Where UK data-protection law requires safeguards for those transfers, we use providers and transfer mechanisms designed to provide an appropriate level of protection.

How long we keep information

We keep information only for as long as reasonably necessary. Order and financial records may be retained for up to six years where needed for accounting, tax or legal purposes. Enquiry records and service photographs are retained for the period needed to manage the service, respond to questions and maintain an appropriate service history, then deleted or anonymised when no longer required. Marketing records are kept until you unsubscribe or we no longer have a lawful reason to retain them; we may retain a limited suppression record so we can respect an opt-out.

Photographs

Photographs taken during a visit are primarily used to document the work and show you the result. Where photographs are used for marketing, case studies or social media, we will only do so where we have an appropriate lawful basis and will take reasonable steps to treat memorial information respectfully.

Cookies

Our website uses cookies and similar technologies for essential site functions and, where permitted, analytics or marketing. You can manage non-essential cookie choices through the cookie controls shown on the website.

Your rights

Depending on the circumstances, UK data-protection law gives you rights to ask for access to your personal information, correction, deletion, restriction or objection to certain processing, and portability of information you provided to us. Where we rely on consent, you can withdraw it at any time. You can unsubscribe from marketing at any time.

Your right to object: where we rely on legitimate interests, you may object to that processing. You can always object to direct marketing.

To exercise your rights, contact hello@neverforgotten.co.uk. We may need to verify your identity before acting on a request.

Complaints

Please contact us first if you have a privacy concern so we can try to resolve it. You also have the right to complain to the UK Information Commissioner's Office (ICO) at ico.org.uk.

Changes to this notice

We may update this notice from time to time to reflect changes to our services, suppliers or legal obligations. The latest version will always be published on this page.