Terms of service

Orders are placed on this website and paid by card. Card details are entered into Stripe and are never stored on our servers, as the privacy policy explains.

Subscription plans are billed monthly in advance. One-time visits are paid in full when they are booked. Prices, cadences and inclusions are published on this website and are the prices that apply.

You must be at least 18 to create an account or place an order. Keep your password to yourself: you are responsible for orders placed from your account.

The details you give us — the cemetery, its address and the name on the headstone — need to be accurate. If we cannot find the grave from them, we will contact you before the visit rather than guess.

If you order a visit for someone else, you remain the customer: billing, changes and cancellations stay with you. We send the visit photographs to the email address you give for the recipient as well as to you.

Visits are carried out by us or by trained caretakers working on our behalf. Whoever visits follows the same standard: fresh flowers, a light tidy by hand, and a photograph of the grave as it was left. We remain responsible to you for every visit.

We visit on the dates, or at the cadence, agreed with you. If a cemetery is closed, a service is in progress, or conditions would make the visit unsafe or pointless, we move the visit and tell you before the new date.

Cemeteries may restrict what can be placed and may clear flowers on a fixed day. We follow cemetery rules, and we are not responsible for items removed by cemetery staff.

Fresh flowers are chosen by season and availability, so an arrangement may differ from any example shown on this website.

We photograph the grave after each visit and email the photograph to you. You may use it for your own personal purposes.

We will ask before using any photograph of a grave publicly, for example on this website or in marketing.

You can cancel a subscription at any time. Cancelling takes effect before your next billing date: the month you have already paid for runs to its end, and no further payments are taken. There is no minimum term and no cancellation fee.

You can change or cancel a plan yourself from your account, in a few clicks. Writing to us works equally well. Moving to a more frequent plan is charged when the change is made, prorated to the day; moving to a cheaper plan takes effect at your next billing date, and the price already paid stays as it is until then. Changing a plan does not move a visit that is already arranged — ask us for that.

For a one-time visit, cancel up to the day before the agreed date and we will refund it in full. If you cancel on the day itself, we will move the visit to another date instead of refunding it.

Refunds are set out in the refund policy, which forms part of these terms.

We take care while we are at the grave, but we are not responsible for damage caused by weather, theft, vandalism, cemetery maintenance, or by the condition of the headstone itself.

If we find something that looks fragile, unstable or previously repaired, we stop and tell you before doing any work.

To the extent the law allows, our total responsibility for any claim relating to an order is limited to the amount you paid for that order. Nothing in these terms limits any liability that cannot be limited by law.

We may decline or end an order if a cemetery does not allow our visits, if a grave cannot be found or reached, or if these terms are not followed. If we end a paid order for any of these reasons, we refund any visit that has been paid for and not carried out.

If these terms change, the new version is published on this page with a new date. Orders already placed are governed by the terms in force when they were placed.

Questions about this policy can be sent to hello@aloflora.com.