TERMS AND CONDITIONS – GOOD CREMATIONS

1. VARIATIONS

1.1 Our package price is a fixed price for a standard direct cremation within your service zone, as quoted at the time of booking. Additional charges apply only where circumstances fall outside the standard package. These include transfers from outside the quoted service zone, transfers involving the Coroner, a deceased person requiring additional handling or an oversized coffin, additional certified death certificates, and delivery of cremated remains outside the standard method. We will tell you about any additional charge, and the reason for it, before it is incurred wherever reasonably possible.

1.2 Changes to this Agreement, whether written or verbal, must be requested by the person authorising the cremation and will be invoiced accordingly.

2. TERMS OF PAYMENT

2.1 Payment is not dependent on the granting of probate or on reimbursement from any Workers Compensation claim, insurance fund, superannuation fund or government department (e.g. Services Australia or Veterans’ Affairs).

2.2 Full payment is required before the cremation takes place. The only exception is where a letter of guarantee has been received and accepted under clause 3.2.

3. METHODS OF PAYMENT

3.1 Accepted methods are direct deposit, EFTPOS, Visa and Mastercard. No card surcharge applies. American Express and Diners Club are not accepted.

3.2 If payment is being made by the NSW Trustee & Guardian (or the equivalent body in your state), an estate administration company, a solicitor or a legal firm, we require a letter of guarantee. It must name Good Cremations as the payee and state the available fund limit. Once accepted, the letter allows the cremation to proceed before payment is received.

4. CANCELLATION AND REFUNDS

4.1 Before the transfer of the deceased: we will refund 100% of payments received.

4.2 After the transfer, but before the cremation: we will refund the amount paid, less:

(a) the transfer fee;

(b) a reasonable charge for professional time spent preparing documentation and making the cremation arrangements;

(c) a reasonable daily storage fee for each day the deceased has been in our care; and

(d) any third-party costs already incurred, such as medical certificates, registration fees and coronial fees.

All deductions reflect costs actually incurred up to the date of cancellation. We will provide an itemised statement of these deductions.

4.3 After the cremation has taken place: no cancellation refund applies, because the service has been performed. This does not affect your rights under the Completely Satisfied Guarantee in clause 5.

4.4 Third-party costs paid on your behalf are non-refundable once incurred.

4.5 Refunds are paid to the person who made the payment, using the original payment method, within 14 days of cancellation being confirmed in writing to info@goodcremations.com.au.

4.6 Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

5. COMPLETELY SATISFIED GUARANTEE

5.1 If you are not completely satisfied with the services provided by Good Cremations, we will refund the professional fees you have paid for those services, provided that:

(a) the cremation was arranged at-need (i.e. required now, not prepaid);

(b) the refund applies only to Good Cremations’ professional fees and not to any third-party costs; and

(c) you notify us that you are not completely satisfied within 30 days of the date of the cremation, providing a copy of your paid Good Cremations invoice.

5.2 The Completely Satisfied Guarantee does not apply to dissatisfaction arising from matters outside Good Cremations’ reasonable control, including but not limited to extreme weather or any other force majeure event.

5.3 To make a claim, email info@goodcremations.com.au with a copy of your paid invoice and a brief explanation of your concern.

5.4 Any costs you incur in making a claim are at your own expense.

5.5 The Completely Satisfied Guarantee applies only to at-need cremations arranged while these terms and conditions are published on our website.

5.6 The benefits conferred by the Completely Satisfied Guarantee are in addition to all other rights and remedies a consumer has at law in respect of the services. This guarantee relates to Good Cremations’ services only. However, where Good Cremations has provided you with goods, the following statement applies: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

6. CONTACT DETAILS

Good Cremations

Telephone: 1800 101 501

Email: info@goodcremations.com.au