Refund & Cancellation Policy

Last updated: 19 September 2026

We want you to be comfortable booking grave care online. This policy explains cancellation, refunds and what happens if something does not go to plan.

14-day cancellation right for online service orders

If you are a consumer who buys a service from us online, you will normally have the right to cancel within 14 days after the contract is made, without giving a reason.

To cancel, email hello@neverforgotten.co.uk with your name and order number, or otherwise make a clear statement that you wish to cancel. You do not have to use any particular wording.

Where the statutory cancellation right applies and no service has started, we will refund amounts due to you using the original payment method, normally within 14 days of receiving your cancellation.

If you want us to start within the 14-day period

We will not normally begin a one-off or deep-clean service during the statutory cancellation period unless you expressly ask us to do so and we agree. If you ask us to begin within the 14 days and later cancel after work has started, we may deduct a reasonable amount reflecting the work already carried out. If the service has been fully completed after your express request and acknowledgement, the statutory right to cancel may end once the service is fully performed.

Recurring care plans

Recurring plans can be cancelled for future renewals in accordance with our Subscription Cancellation Policy. Cancelling a subscription stops future charges after the cancellation takes effect; it does not automatically refund visits or services already provided.

Annual pre-paid care plans

Your statutory 14-day cancellation right applies where applicable. If an annual plan is ended later by agreement, we will calculate any refund for unused service fairly, deducting the normal value of visits or services already delivered and any non-recoverable extras specifically purchased or arranged for you.

Fresh flowers, plants and other perishable or bespoke items

Fresh flowers and live plants are perishable, and some items may be prepared to your specification. Statutory cancellation rights can differ for perishable or personalised goods. Where this affects an order, we will apply the law fairly and will not charge you for items we have not committed to or supplied.

If you are unhappy with the service

Please contact us at hello@neverforgotten.co.uk and tell us what has gone wrong. If the service has not been provided with reasonable care and skill, we will work with you to put it right. Depending on the circumstances, this may include remedial work, repeating part of the service, a price reduction, credit or refund.

If we cannot carry out the work

If we cannot provide a paid service because of a permanent cemetery restriction, inability to locate the grave after reasonable efforts, or another issue that means the service cannot reasonably be completed, we will contact you. Where no suitable alternative can be agreed, we will refund the affected unperformed part of the service.

How refunds are paid

Approved refunds are normally returned to the original payment method. Bank and payment-provider processing times are outside our control.

Model cancellation form

You may use the wording below if you wish, although you do not have to:

To Never Forgotten, 10 High Street Wimbledon, London SW19 5DX, or hello@neverforgotten.co.uk: I give notice that I cancel my contract for the following service: [service]. Ordered on: [date]. Name: [name]. Address: [address]. Date: [date].

This policy does not affect your statutory rights.