Terms of Service
Last updated: 19 September 2026
These terms apply when you use neverforgotten.co.uk or buy grave-care services from Never Forgotten. They should be read together with our Refund & Cancellation Policy, Subscription Cancellation Policy and Privacy Policy.
1. About Never Forgotten
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
2. Our services
We offer regular grave-care plans, one-off grave-care visits, deeper clearance and reset services, and optional flowers or planting. The exact work included is described on the relevant product page and in your order confirmation.
Our work is subject to the physical condition of the grave and memorial, safe access, weather, cemetery rules and any restrictions imposed by the cemetery or burial authority. If an instruction cannot safely or lawfully be carried out, we will explain the position and, where appropriate, offer a reasonable alternative.
3. Information you provide
You are responsible for giving us accurate information so that we can identify the correct grave, including the cemetery, the name on the memorial and any plot or location details you have. If information is incomplete, we may contact you before carrying out the work. We are not responsible for delays caused by inaccurate or insufficient grave-location information, although we will make reasonable efforts to help resolve it.
4. Orders and payment
An order is accepted when Shopify confirms your purchase. Prices are shown in pounds sterling and include applicable taxes where required. No physical delivery charge applies to our standard grave-care services.
For recurring plans, the amount and billing interval shown at checkout form part of your contract. Recurring payments continue until the subscription is cancelled in accordance with our Subscription Cancellation Policy. Annual pre-payment products are charged once for the stated service period.
5. Timing of visits
Expected timing is stated on the relevant service page or order confirmation. Visit dates may need to move because of severe weather, cemetery closures, unsafe conditions, access restrictions, staff illness or circumstances outside our reasonable control. Where this materially affects the service, we will contact you and arrange a suitable alternative.
6. Standard of care
We will provide our services with reasonable care and skill. Grave and memorial materials vary considerably in age and condition, so not every stain, mark, biological growth or sign of weathering can be safely removed. We may stop or adapt cleaning where continuing could risk damaging a fragile memorial.
We are not responsible for pre-existing instability, hidden defects, historic damage, deterioration caused by age or weather, vandalism, theft, wildlife, cemetery maintenance or the acts of third parties. This does not limit our responsibility for loss or damage caused by our failure to exercise reasonable care and skill.
7. Flowers and planting
Flowers and live plants are seasonal and natural products. Exact varieties, colours and sizes may vary according to availability, weather and cemetery conditions. We may make a reasonable substitution of similar style and value where necessary. Plant survival cannot be guaranteed because graves are exposed to weather, wildlife and cemetery maintenance.
8. Photographs after visits
Where photographs are included in the service, we will send them using the contact method you selected or otherwise agreed with us. Photographs are intended as a practical record of the visit and may be affected by weather, light or access conditions.
9. Cancellation and cooling-off rights
If you buy a service online as a consumer, you will normally have a legal right to cancel within 14 days after the contract is made. Please see our Refund & Cancellation Policy for details.
We will not normally begin a one-off or deep-clean service during that 14-day period unless you expressly ask us to start sooner and we agree. If you ask us to begin within the 14 days and later cancel after work has started, you may have to pay a reasonable amount for work already carried out. If the service is fully performed during that period after your express request and acknowledgement, your statutory cancellation right may end once the service has been fully completed.
10. Recurring subscriptions
Recurring plans continue until cancelled. Unless the checkout expressly states otherwise, there is no fixed minimum subscription term. You can cancel future renewals in accordance with our Subscription Cancellation Policy. Cancellation does not remove any separate statutory right you may have.
11. Annual pre-paid plans
Annual plans are paid in advance for the stated service period. If you cancel within a statutory cooling-off period, our Refund & Cancellation Policy applies. If we agree to end an annual plan later, any refund for unused service will be calculated fairly after deducting the normal value of services already provided and any non-recoverable extras specifically purchased or arranged for you.
12. If we cannot provide the service
If we permanently cannot provide a paid service for reasons within our control, we will offer an appropriate alternative, credit or refund for the affected part of the service. If a cemetery permanently prevents the work or the grave cannot be safely located after reasonable efforts, we will discuss the available options with you.
13. Complaints
If something is not right, contact hello@neverforgotten.co.uk as soon as possible. We will review the issue and, where appropriate, arrange remedial work, a replacement service, credit or refund. Nothing in these terms affects your statutory consumer rights.
14. Liability
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Subject to that, we are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill.
15. Website and third-party services
Our website is hosted by Shopify and may use third-party payment, subscription, communication and analytics services. Those providers may have their own terms and privacy notices. You must not misuse the website, attempt unauthorised access or interfere with its operation.
16. Changes
We may update these terms for future purchases. Changes will not retrospectively remove rights you already have under an existing contract.
17. Governing law
These terms are governed by the law applicable in the part of the United Kingdom where you live. If you are a consumer, you may bring proceedings in the courts that have jurisdiction where you live.