Terms and Conditions

1. About These Terms

These terms and conditions ("Terms") govern the supply of funeral flower arrangements by Nat's Funeral Flowers ("we", "us", "our") to you ("customer", "you", "your"). By placing an order, you accept these Terms.

2. Our Services

What We Provide:

• Bespoke funeral flower arrangements
• Next-day delivery (orders before 2pm)
• Delivery within Cheltenham and Gloucestershire
• Professional consultation and design services

Service Limitations:

• Delivery restricted to specified areas
• Subject to flower availability
• Venue access requirements must be met

3. Ordering Process

Placing Orders:

1. Consultation via phone, email, or website
2. Written arrangement plan detailing flowers, design, and price
3. Confirmation of delivery details
4. Payment via Stripe
5. Order confirmation sent

Order Information Required:

• Your contact details
• Deceased's name and funeral details
• Delivery venue and time
• Special requirements or preferences
• Payment information

4. Bespoke Arrangements

Custom Design Process:

• Each arrangement is uniquely created to your specifications
• Written plans provided detailing flowers, design, and pricing
• No formal approval forms required - order confirmation constitutes acceptance
• Substitution Rights: We reserve the right to substitute flowers of equivalent or greater value without prior notice due to seasonal availability, supplier issues, or quality concerns
• Natural variations in flowers are normal and not considered defects
• Final arrangements may vary from descriptions due to flower availability

Seasonal and Availability Considerations:

• Flower availability varies by season and market conditions
• We will maintain the overall style, color scheme, and value of your arrangement
• For significant substitutions, we will attempt to contact you if time permits
• No liability for unavailability of specific flower varieties

5. Pricing and Payment

Pricing:

• All prices quoted include VAT
• Delivery charges specified separately
• Written quotes valid for 14 days
• Prices confirmed in order confirmation
• We reserve the right to correct pricing errors before dispatch

Payment:

• Full payment required at time of order (due to perishable nature and bespoke production)
• Optional booking deposit of £100 for complex arrangements (non-refundable if cancelled after production begins)
• Processed securely via Stripe
• We accept major credit and debit cards
• Receipt provided upon payment

Payment Protection:

• Photo documentation provided for all deliveries
• Delivery confirmation sent to customer
• All payment disputes must be raised within 48 hours of delivery with photographic evidence

Payment Protection:

• Photo documentation provided for all deliveries
• Delivery confirmation sent to customer
• All payment disputes must be raised within 48 hours of delivery with photographic evidence

6. Delivery

Next-Day Delivery Service:

• Available for orders placed before 2pm
• Excludes Sundays and bank holidays
• Subject to delivery slot availability

Delivery Area:

• Cheltenham and Gloucestershire only
• Specific postcode restrictions may apply
• Extended areas may incur additional charges

Delivery Process:

• Delivered directly to specified address
• Coordination with funeral directors where possible
• Placement as per venue requirements and restrictions
• Signature may be required
• Photo confirmation provided where possible

Your Responsibilities:

• Provide accurate delivery information including contact details
• Ensure recipient/venue accepts flower deliveries
• Include funeral director details for funeral deliveries
• Notify us of any access restrictions or special requirements
• Provide contact number for delivery day

7. Cancellations and Modifications

Strict Cancellation Policy:

• Before production starts (within 2 hours of order): Full refund minus 20% administration fee
• After production begins: NO cancellation rights - no refunds available
• Within 12 hours of delivery: Absolutely no cancellations possible
• Booking deposits: Always non-refundable once production begins

Distance Selling Exemptions: This business qualifies for exemptions under Regulation 28 of the Consumer Contracts Regulations 2013.

Modifications:

• Minor changes possible if requested at least 24 hours before delivery
• Subject to availability and feasibility
• May incur additional charges
• Not possible within 24 hours of delivery

Exceptional Circumstances:

If the funeral is cancelled or postponed, please contact us immediately. We will work with you to find a suitable solution.

8. Consumer Rights and Quality Standards

Statutory Rights:

Your statutory rights under the Consumer Rights Act 2015 remain unaffected. Our flowers must be:

• Of satisfactory quality
• Fit for purpose (suitable for funeral services)
• As described (subject to reasonable substitutions)

Our Quality Promise:

• Fresh, high-quality flowers at point of delivery only
• Professional arrangement standards
• Appropriate design for funeral setting
• Delivery in good condition to specified location

Quality Assessment Limitations:

IMPORTANT: Our responsibility ends at successful delivery:

• No guarantee on flower lifespan after delivery
• Natural variation in flower longevity by variety and season
• Environmental factors beyond our control affect flower life
• Handling and care by recipient affects flower condition
• Claims must be made within 4 hours of delivery for delivery-related issues only
• Photographic evidence required for any quality claims
• No liability for deterioration after successful delivery

Remedy Options:

Where quality standards are not met:

• Replacement arrangement (if time permits)
• Partial or full refund (at our discretion)
• Credit for future orders

9. Problems and Complaints

If Something Goes Wrong:

Please contact us immediately:

• Phone: 07123 456789
• Email: complaints@natsfuneralflowers.co.uk

Our Commitment:

• Rapid response to urgent issues
• Full investigation of complaints
• Appropriate remedies where we fall short
• Written response within 5 working days

Your Rights:

Where we breach contract, you may be entitled to:

• Repair or replacement
• Price reduction
• Refund (in appropriate circumstances)

10. Limitations of Liability

What We're Responsible For:

• Direct losses from our breach of contract
• Faulty products or services
• Negligence in our service delivery

Maximum Liability Caps:

Our total liability for any claim is strictly limited to the lower of:

• The order value, or
• £500 maximum

Non-Excludable Liability:

We don't exclude liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Breaches that cannot be excluded by law

Insurance:

We maintain appropriate professional indemnity and public liability insurance for our business operations.

Time Limits:

• All claims must be notified within 48 hours of delivery
• Legal action must be commenced within 6 months of the incident
• No liability for claims made outside these time limits

Insurance and Professional Standards:

• We maintain appropriate professional indemnity and public liability insurance
• Insurance coverage represents our maximum practical liability exposure
• Industry-standard coverage levels maintained

11. Force Majeure

Events Beyond Our Control:

We're not liable for delays or failures caused by:

• Extreme weather preventing safe delivery
• Venue access restrictions beyond our knowledge or control
• Funeral director refusal to accept deliveries
• Hospital or institutional policies restricting flower deliveries
• Government actions, road closures, or transport disruptions
• Strikes, supplier failures, or other industrial action
• Flower market disruptions affecting availability
• Other events beyond reasonable control

Our Response to Force Majeure:

We will:

• Notify you promptly of any issues (within 4 hours where possible)
• Work to find alternative solutions including:
  • Alternative delivery locations
  • Substitute arrangements of equal value
  • Delayed delivery where funeral timing permits
• Provide full refunds only where delivery becomes impossible
• Not be liable for any consequential losses due to force majeure events

Funeral-Specific Considerations:

• No liability for venue policy changes implemented after order placement
• Limited liability for timing delays due to funeral service changes
• Alternative arrangement options offered where original plans become impossible

12. Special Circumstances

Cultural and Religious Requirements:

• We respect all cultural and religious traditions
• Please inform us of any specific requirements during ordering
• We provide reasonable accommodation where practically possible
• No additional charges for standard cultural or religious requests
• We reserve the right to advise if certain requirements cannot be met
• No liability for cultural interpretation - customers responsible for specifying exact requirements

Venue Coordination:

• We work with funeral directors and venues where cooperation is provided
• Customer responsibility to ensure venue accepts delivery
• No liability for venue policy changes after order confirmation
• Delivery times may be restricted by venue requirements
• Some venues may have specific placement restrictions

Bereavement Sensitivity:

• All communications handled with appropriate sensitivity
• Staff trained in bereavement customer care
• We reserve the right to terminate abusive communications while remaining compassionate
• Priority handling for time-sensitive funeral orders
• Flexible consultation available for complex arrangements

13. Data Protection

Your personal information is handled according to our Privacy Policy. Key points:

• We protect your data carefully
• We only use it for service delivery
• We don't sell your information
• See full Privacy Policy for details

14. Intellectual Property

• Arrangement designs remain our property
• Photos may be used for portfolio (with permission)
• Customer testimonials used only with consent
• Your personal tributes remain confidential

15. Dispute Resolution

Our Approach:

1. Direct discussion to resolve issues promptly
2. Formal written complaint process if needed
3. Independent mediation available
4. Legal action as last resort

Alternative Dispute Resolution:

For disputes we cannot resolve directly:

• Online Dispute Resolution Platform: ec.europa.eu/consumers/odr
• CEDR: Centre for Effective Dispute Resolution
• Trading Standards: Contact via Citizens Advice Consumer Service

Professional Standards:

We adhere to industry best practices and work with reputable funeral directors who maintain professional standards.

16. Website Terms

Acceptable Use:

You must not:

• Use our website for unlawful purposes
• Transmit harmful or malicious code
• Attempt unauthorized access to our systems
• Interfere with other users' access
• Make false or fraudulent orders
• Submit false funeral information
• Abuse our staff in any communications

Intellectual Property:

• Website content belongs to us or our licensors
• You may view and print for personal use only
• Commercial use strictly prohibited without written permission
• Customer arrangements and tributes remain confidential
• No photography of our work without permission for commercial use

Website Availability:

• We aim for continuous availability but cannot guarantee it
• Maintenance may require temporary unavailability
• No liability for losses from website downtime
• No guarantee of error-free operation
• Technical issues do not void our terms or extend deadlines

Order Validation:

• All orders subject to our acceptance and verification
• We reserve the right to refuse orders for any reason
• Suspicious orders may be cancelled without notice
• Payment verification required before processing
• Delivery address validation may be required

Information Accuracy:

• Customers responsible for providing accurate information
• No liability for errors in customer-provided details
• Prices and availability subject to change without notice
• Product images are for illustration only - actual arrangements may vary

17. General Terms

Entire Agreement:

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between us.

Severability:

If any term is found to be invalid or unenforceable, the remaining terms continue in full force.

Waiver:

Our failure to enforce any term doesn't constitute a waiver of our right to enforce it later.

Assignment:

You cannot transfer your rights under these Terms. We may assign our rights and obligations.

Business Transfers:

In the event of business sale or transfer, these Terms will transfer to the new owner.

Law and Jurisdiction:

These Terms are governed by English law. All disputes are subject to the exclusive jurisdiction of the English courts.

Electronic Communications:

You consent to receive communications from us electronically, which satisfy legal requirements for written communications.

17. Regulatory Compliance

Trading Standards:

We comply with all applicable trading standards and consumer protection regulations.

Professional Standards:

We maintain professional standards expected in the funeral services industry.

Advertising Standards:

All our marketing materials comply with Advertising Standards Authority guidelines.

Data Protection:

We are registered with the Information Commissioner's Office and comply with all data protection requirements.

19. Changes to Terms

We may update these Terms. Current version always available on our website. Existing orders continue under the Terms when placed.

20. Business Information (Legal Requirements)

Trading Information:

• Geographic Trading Area: Cheltenham and Gloucestershire
• Business Hours: Monday-Saturday 9am-5pm
• Emergency Contact: Available for delivery day issues

20. Business Information (Legal Requirements)

Legal Registrations:

• VAT Registration: [Number if applicable - include if turnover >£85,000]
• ICO Registration: [Number if processing personal data]
• Business Bank Account: [Bank name for verification]

Trading Information:

• Geographic Trading Area: Cheltenham and Gloucestershire
• Business Hours: [Your operating hours]
• Emergency Contact: [24-hour contact for delivery day]

Professional Memberships:

[List any relevant trade associations, e.g.:]

• [British Florists' Association]
• [Society of Allied and Independent Funeral Directors suppliers]