Refund Policy

01

Cooling-Off Period

Every prepaid funeral plan comes with a 30-day cooling-off period starting from the date you sign your plan agreement. If you cancel within this period, you will receive a full refund of all money paid, with no fees or deductions of any kind.

To cancel during the cooling-off period, simply contact us in writing (by email or post) using the details on our Contact Us page.

02

Cancellation After the Cooling-Off Period

You may cancel your plan at any time after the cooling-off period. In this case, you will receive a refund of all money paid less a reasonable administration fee, which is stated in your plan documents.

Refunds are processed once the cancellation is confirmed and are paid to the original payment method or a nominated bank account within 30 days.

03

Plans Paid by Instalments

If you are paying by instalments and cancel your plan, the refund is calculated on the total amount you have paid to date, less the applicable administration fee.

If instalments are missed and the plan is cancelled as a result, the same refund terms apply. We will always attempt to contact you and offer alternatives before cancelling a plan for missed payments.

04

Changes That Reduce the Plan Price

If you change your plan to a lower-priced service after purchase, the difference will be refunded to you or credited toward your remaining instalments, whichever you prefer.

05

Death Before the Plan Is Fully Paid

If the plan holder passes away before the plan is fully paid, the estate or family may either settle the outstanding balance so the plan proceeds as arranged, or cancel the plan and receive a refund of the amount paid less the administration fee.

06

Non-Refundable Situations

No refund is payable once the funeral services included in the plan have been delivered.

Third-party costs that have already been incurred on your instruction (for example, monument deposits or cemetery fees paid to external providers) may not be refundable; any such items will be identified in your plan documents.

07

How to Request a Refund

Contact us in writing with your plan number, full name, and the reason for cancellation. We will confirm receipt within 2 business days, explain any applicable fees, and process the refund once you confirm you wish to proceed.

If you believe a refund has been calculated incorrectly, please contact us and we will review the calculation and respond within 10 business days.