TCF - Southern Co-op Funeral Plan - Terms & Conditions

Pre-paid funeral plans

1. Information about us and how to contact us 1.1 You are entering into a Contract with Southern Co-operative Funerals Limited, a company registered in England and Wales under number 382640 whose registered office is at 1000 Lakeside, Western Road, Portsmouth, P06 3FE. 1.2 We may need to contact you and so will telephone or write to you at the email or postal address you have provided to us on the funeral plan arrangement form. 1.3 Please let us know by contacting us by any of the methods above if you change your address or if there are other changes in your personal circumstances which may affect your funeral plan. 2. Our Contract with you 2.1 Our acceptance of your instructions as set out on the funeral plan arrangement form will take place when we tell you we are able to offer to provide the funeral plan. This means there is a binding contract between us as set out in these terms and conditions (referred to as the Contract). If we cannot accept your funeral plan arrangement form, we will inform you of this. This might be because of unexpected limits on our resources or because we have identified a mistake in the price or description of your plan. 3. Your rights to make changes 3.1 If you wish to make a change to your funeral plan such as in relation to the instructions for your funeral, please contact us. We will tell you if the change is possible. If it is possible, we will let you know in writing about any changes to the price, timing or anything else which would be necessary as a result of your requested change and ask you to confirm you want to go ahead with the change. If you don’t want to go ahead with the change you can end this Contract and cancel your funeral plan but we may be entitled to charge you. Please see Clause 7 for details. 4. Our rights to make changes 4.1 Given the potential passage of time between the date of the funeral plan and the funeral, it may be necessary to make changes to the funeral services to be provided under the funeral plan, including the appointment of an alternative Funeral Director. 4.2 We will contact you immediately, by telephone in the first instance and follow up in writing before a change takes effect, if we need to make significant changes so we can tell you about them. 4.3 If you do not wish to accept the significant changes referred to in Clause 4.2 that we contact you about then you can end the Contract, if you wish by letting us know. Any cancellation of your funeral plan in these circumstances will be at no cost to you and a full refund of the amounts you have paid in respect of the funeral plan will take place. 5. The funeral arrangements 5.1 Once you have paid the total charges, we will send you your funeral plan certificate. Please look after this carefully as it is required to redeem the funeral plan. If you lose it, please contact us for a replacement which we will provide free of charge. We will also send you a funeral plan statement every 3 years, informing you of amounts paid, any amounts remaining and reminding you of the key features of your plan. 5.2 When you need to redeem the funeral plan, you will need to produce the certificate. We will arrange the funeral taking into account the instructions set out in the funeral plan summary and any additional instructions set out in the funeral preferences form completed at the time subject to any agreed changes which have been made subsequently. 5.3 Please contact us if you need to redeem the funeral plan, if the total charges have not paid in full at the b. cancel the Contract and we will, at your option, either: credit the full amount paid to date against the cost of a funeral arranged by us in accordance with applicable prices as at that date; or we will refund you the full amount paid to date less a cancellation fee of £200. If full payment is not received, we may end the Contract which will cancel the funeral plan. In this case we will refund the amounts paid, less a cancellation fee of £200. The cancellation fee is a genuine pre-estimate of the costs we incur in cancelling the funeral plan for you, such as the administration involved and the time of a claim. You may either: a. pay the balance in full; or

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