Service Terms & Conditions
Last updated: 13th July 2019
These are the terms and conditions on which we will provide the NEO Cremation services.
Please ensure that you read these terms and conditions before proceeding with the service. By making a payment you agree to be bound by the terms and conditions set out below.
1.1 When the following words are used in this Agreement, this is what they mean:
“Agreement” means this agreement between us for provision of the Services, incorporating the terms and conditions below;
“Cancellation Period” has the meaning given in the section “Right to Cancel”;
“DWP Funeral Payment” means a registered payment offered by the Department of Work and Pensions intended to help pay for a funeral;
“Fees” means the fees set out in the section “Fees”;
“Services” means the services set out in the section “Services”;
“we” or “us” or “our” means NEO Cremations, a trading name of Serenity Technologies Ltd., a company registered in England (registered number 12101823), with registered address Kemp House, 152 – 160 City Road, London, EC1V 2NX, and
“you/your” means the person who enters into this Agreement by making payment of the Fee.
2.1 By entering into this Agreement you confirm that you:
2.1.1 are over 18 years old;
2.1.2 are authorised to make the funeral arrangements;
2.1.3 will pay the Fees to us as set out in this Agreement.
2.2 By accepting these terms and conditions and subsequently completing the purchase process via our website or telephone payment service, you are making an offer to purchase funeral services from us on the terms set out in this Agreement. We are entitled at our absolute discretion to accept or decline this offer.
3. Our terms
3.1 This Agreement sets out the conditions on which we will arrange and perform the NEO Cremations services you have chosen.
3.2 Please be aware that the NEO Cremations services set out in this Agreement do not provide for any formal funeral service and it will not be possible for you to view the person who has died.
3.3 NEO Cremations is available only where as a person has died in England. Therefore it is not available in Northern Ireland, Wales, Scotland, Isle of Man, Isle of Wight, or the Channel Islands.
3.4 If you have chosen a cremation without a ceremony, please be aware that NEO Cremations does not offer the services of a minister or officiant or any kind of procession. The cremation will be held at one of our partner crematoria at a date and time of our choice.
3.5 NEO Cremations is not available where repatriation services are required to transport the person who has died from outside mainland Great Britain.
4.1 The total fee payable to us for the services is inclusive of VAT (the “Fee”)
4.2 In some circumstances you may also have to pay additional fees:
4.2.1 The cost to remove a pacemaker or other medical implants prior to the cremation where an additional cost is incurred by Serenity Technologies Ltd.
5.1 The Services provided as part of the NEO Cremations are set out in full here.
5.2 Should you have any questions about the Services we provide, please do not hesitate to contact us using the details in the ‘How to contact us’ section below.
6.1 The Fee must be paid in full before we perform any Services. Payment shall be made by debit or credit card over our website or by telephone during the initial instruction and arrangement call.
6.2 If you have made or intend to make an application for a DWP Funeral Payment or any other financial assistance or grant to help you pay for the funeral, it is important to remember that in all circumstances you will still be responsible to us for payment of all of the Fees.
7.1 To avoid the risk of loss or damage to the jewellery or valuables of the person who has died, we would advise that you remove such jewellery or valuables before we bring them into our care. If you decide to leave any jewellery or valuables with the person who has died you will be doing so at your own risk.
7.2 You should not assume that we are aware of jewellery or other valuables on the person who has died. Even if we are aware of them we cannot accept responsibility for their safekeeping.
8. Our liability to you
8.1 If we fail to comply with this Agreement, we are responsible for (and only for) loss or damage you suffer that is a foreseeable result of our breach of the Agreement or our negligence.
8.2 Our total liability to you for any breach of this Agreement or negligence relating to this Agreement is limited to a sum equivalent to the total amount payable by you to us under this Agreement.
8.3 We do not exclude or limit in any way our liability for:
8.3.1 death or personal injury caused by our negligence or the negligence of our employees, agents or external suppliers;
8.3.2 fraud or fraudulent misrepresentation; and
8.3.3 any other liability that cannot be limited or excluded by law
8.4 Your statutory rights are not affected by any statement contained in this Agreement. In particular, your rights are not affected by any provision which may have the effect of limiting our liability to you in the event that any service we provide is defective or fails to correspond with the description of the services we have provided. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards Office.
9. How we may use your personal information
9.1 We will use the personal information you provide to us to:
9.1.1 provide you with the Services;
9.1.2 process your payment of the Fees; and
9.1.3 to inform you about our products and services. You can opt out of this at any time in the future.
9.2 Other than as stated above, we will not give your personal data to any other third party unless
9.2.1 we are required to do so by law or regulation; or
9.2.2 you give us your permission to share your information with other third parties
10. Right to cancel and refund
You have the right to cancel this Agreement for a full refund within fourteen (14) days of payment of the Fee (“Cooling Off Period”). If you wish to cancel this Agreement, this right can be exercised by notifying us within the Cooling Off Period, using the email address set out in the “How to contact us” section below.
10.1 You shall be unable to cancel this Agreement for a refund after provision of the Services has commenced, even where we are providing Services during the Cooling Off Period.
10.2 By contacting us (by whatever means, including via the website, email or by telephone) and requesting the Services you give us authority to carry out the Services and you acknowledge and accept that we may begin performing the Services before the end of the Cooling Off Period.
11. How to contact us or make a complaint
11.1 If you wish to contact us for any reason, you can contact our representative(s) using the contact details provided to you following your application for the Services or, if you would prefer, our customer service officer.
11.2 We make every effort to excel in the service we provide. However, if you feel we have not met your expectations, please contact our customer service officer who will acknowledge your complaint within 2 working days and will do their utmost to ensure any complaint is dealt with as quickly and efficiently as possible. Contact details are as follows
+44 808 196 2140.