Terms and Conditions

Terms and Conditions

1. All maintenance and tending visits are undertaken Monday to Friday (Excluding UK public holidays). If you choose our ‘Loving’ or ‘Care’ options, tending will be completed no more than two days before your chosen date. 
Our tend and tidy packages are:-
This consists of two visits a year to carry out a full service and maintenance. This is a good package for those who live too far away to tend the graveside.
We visit four times a year: in spring, summer, autumn and winter. This package is perfect for those who struggle with regular visits but still want the site to be beautifully maintained to a high standard.
Your loved one’s graveside will always be immaculate. This package is perfect for relatives who wish to share the important responsibility of maintaining the site.

2. Seasonal tends are:

Spring – March, April, May        
Summer – June, July, August     
Autumn – September, October, November
Winter – December January February

3. Because of the nature of our very personal service that we offer, and that we cannot obtain a signature on delivery, we will take a digital photo of your ordered item, at the location you requested. This will be your proof of delivery and fulfilment of your order, this photo will then be e-mailed to you. We will also have a copy for our records. The copy we hold will not be used for any promotional purposes, unless you have given your consent. 

4. We accept no liability for any loss or damage arising after your order has been fulfilled. 

5. Unless you are able to provide us with a grave number, we cannot guarantee that the work will be done on the first visit as we will need to first locate the grave, which can sometimes be difficult. If it is not possible to do so, you will be charged for the cost of the visit. If you need us to locate the grave for you, we can do so for a one off cost of £25. 

6. Occasionally, fresh flower substitutions are necessary due to temporary availability issues. If this is the case with the item(s) you have selected, our Florists will ensure that the style, theme and colour scheme is preserved and will only substitute of equal or higher value. 

7. If you have selected a repeat service and have opted to pay for the service by monthly instalments, you have seven working days (the ‘cooling off’ period) to cancel from the day on which you agree to go ahead with the agreement. 

8. Once you agree to go ahead, we require 5 working days before we can make our visit to the grave. Therefore, if you chose our floral tribute placement service, we will endeavour to fulfil any special day visits, but these cannot be guaranteed, if they fall within these first five day 

9. We are not able to accept responsibility for problems arising from the provision of a service where relevant permissions have not been obtained. Upon placing an order for our service you are confirming that you have deed of grant or have the authorisation from the owner.

10. Heavens Maid is committed to protecting your privacy. We will only use information that we collect from you in order to process authorisation.

11. We may from time to time contact you by your chosen method, this being text message or email with information about promotions, products & services that we think might be of interest to you on key days, such as, mother’s day, father’s day, and anniversary dates you have supplied. If you choose not to receive this information please tell us at the time of your order. 

12. When tending Graves and Memorials, we will not leave any materials that could not naturally decompose, apart from flower pots.

13. If during an inspection we advise you that work is needed to the stone, we will if given permission by you, contact a local stone mason on your behalf to complete the necessary work. Prior to agreeing for the service to be completed you will be given an estimate of cost. You will be updated throughout the process and a final picture provided to you once the work is completed.

13. Heavens Maid have Public Liability insurance up to £2,000,000

14. All grave and memorial Tending will be within the Cemetery rules and conditions. If a bench needs to be removed from a churchyard for repair the owner must first apply for permission from the local burial authority on behalf of Heavens Maid.

15. Information is stored according to GDPR regulations.

16. Graves and Memorials will not be added to Findagrave.com without your consent. Please check the permissions box on your order form.

17. By accepting the Terms and Conditions, you have given your permission for Heavens Maid to tend the Grave or Memorial on your behalf.

18. If you have chosen our ‘Tender’, ‘Love’ or ‘Care’ package, all visits must be used within a 12 month period.

19. Payment will be arranged in advance of the Grave or Memorial being tended.

20. Heavens Maid has the right to assign our rights to any new business by giving you not less that 60 days written notice. The ability to assign our rights to any new business will ensure that your instructions can be carried out by any new business should this be necessary.

21. We may change the price of our package services at any time and if you have a recurring purchase, we will notify you by email at least 15 days before the price change. If you do not agree to the price change, you must cancel and stop using the package services before the price change takes effect. If there is a fixed term and price for your Service offer, that price will remain in force for the fixed term.

If you have any queries regarding our service, please read our FAQ or Contact Us with any unanswered questions.