Getting your money back

Cancellation & Refunds

Last updated 3 September 2026

When money comes back, how quickly, and the few cases where it does not. The short version: if we have not done the work, you should not be paying for it.

Cancelling a membership

Cancel any time from My Account → Manage Billing & Cancellation. It takes a few seconds and needs no phone call, no email, and no reason.

An annual membership is eleven months paid for twelve, so a refund is worked out on the months still owed rather than on a twelfth of what you paid.

Single visits and restoration

• Before we visit — cancel for any reason and we refund in full.
• After we visit — the work is done and is not refundable, unless it was not carried out as described.
• If we cannot reach the memorial — cemetery closure, weather, denied access — you are not charged. If you have already paid, we refund it or move it to the next visit, whichever you prefer.

The $27 consultation

Refunded in full if you cancel before we visit. Once we have been to the memorial and assessed it, the consultation has been delivered and is not refundable — but it is never wasted: you receive the condition assessment and the restoration quote whether or not you go ahead.

Flowers

Flowers are cut to order, so timing matters.

• More than ten days before the visit — cancel for a full refund. Nothing has been cut yet.
• Inside ten days — the flowers have been ordered from the grower and cannot be refunded.
• If the flowers fail — poor weather, a bad crop, anything that means what arrives is not what we promised — you are refunded in full, whether or not you ask. We would rather return the money than place something we are not proud of.
• If the season closes early — an early frost, for example — anything you have prepaid for flowers is returned.

Shop items

Many pieces in the shop are one of a kind. If something arrives damaged or is not as described, tell us within 14 days and we will replace or refund it. Made-to-order and personalised items cannot be returned once work has started.

If we get something wrong

Tell us. If a visit was missed, done poorly, or not what we described, we will return and put it right at no charge, or refund that visit — your choice, not ours.

How refunds are paid

Always to the original payment method, through Stripe. We start it within 3 business days of agreeing it. Your bank usually takes a further 5–10 days to show it.