Terms and Conditions

You don’t need to remember all the details — I will guide you through everything.

A simple summary – funerals

I understand this may be a difficult and emotional time, so here is a gentle overview of how things work:

I can hold a date for a short time, but it is only confirmed once I am instructed by your funeral director or a deposit is received
I will guide you step by step and keep things as simple and calm as possible
I will provide clear deadlines to help everything come together smoothly
You will have the chance to review and approve the service before the day
Changes are always welcome where possible, although close to the service this can be limited
If plans change, fair charges may apply depending on timing

Most importantly, I am here to support you and help create a service that truly reflects your loved one.

If you are unsure about anything at all, please just ask.

Working together

When you ask me to support you with a service or ceremony, or I am booked on your behalf, you are agreeing to these Terms and Conditions.

They are here to keep everything clear, fair, and supportive for everyone involved.

Holding a date

I am happy to provisionally hold a date for:

Memorial services for up to 7 days
Funeral services for up to 24 hours

After this time, a deposit is required to secure the booking.
If a deposit is not received, the date may be released and offered to another family.

Confirming your booking

Your booking is confirmed when either:

A 50% deposit of the agreed fee has been received, or
I have been formally instructed by a funeral director on your behalf

Once confirmed, your date is reserved exclusively for you.

Payment

Where a funeral director is involved, they will usually manage payment on your behalf

Timescales and preparation

Each service is carefully written and prepared.

You will be given clear deadlines in your initial communication. These are important, as weekends and bank holidays are not working days for myself, funeral directors, printers, or music providers.

It is the responsibility of the client, or their representative, to provide information on time. Delays may affect what can be delivered.

For additional information on how I will work alongside you to create the service, please click here. Please rest assured that the process I work with works if you follow my guidance.

Accuracy of information

All content is created using the information provided to me.

It is important that all details are correct. I cannot be responsible for inaccuracies in the information shared.

Drafts and final approval

You will be asked to review and approve the service content.

Approval is usually required within 24 hours
No changes can be made within 72 hours of the service

This allows time for preparation, printing, and delivery.

Changes to Arrangements

If anything changes, please let me know as soon as possible, ideally in writing.

I will always do my best to accommodate changes, but this cannot be guaranteed, especially close to the service date.

Cancellations

Cooling-Off Period

You have the right to cancel within 14 days of paying your deposit and receive a full refund, in line with UK consumer law.

If you ask me to begin work within this 14-day period and then cancel, a reasonable charge may be made for work already completed.

If you need to cancel

Funerals

Within 21 days of the service: 60% of the fee
Within 14 days: 80% of the fee
Within 7 days: 100% of the fee

The person making the booking remains responsible for payment, even if a third party is involved.

If I am unable to attend

In the unlikely event that I am unable to attend, I will do everything I can to arrange a trusted and suitable replacement.

If this is not possible, you will receive a full refund.

Legal Ceremonies

For ceremonies that are legally recognised in England and Wales, legal registration must be completed separately at a Register Office.

I am always happy to guide you through this if needed.

Written work and copyright

All written materials, including eulogies and service structures, are carefully created and remain my intellectual property.

They are provided for your personal use only and must not be shared, copied, reproduced, or distributed without prior permission.

All work is protected by copyright.

Respectful behaviour

I work with care, compassion, and professionalism, and I kindly ask the same in return.

Any abusive, threatening, or inappropriate behaviour may result in the service being withdrawn, with fees still payable.

Availability

My usual working hours are:
Monday to Friday, 9:00 am to 5:30 pm, excluding bank holidays

I may sometimes be unavailable during these times while supporting other families, but I will always respond as soon as I can.

Insurance and professional standards

I hold:

£5 million Public Liability Insurance
£1 million Professional Indemnity Insurance

Certificates are available on request.

Complaints

I take all concerns seriously and aim to handle them fairly and respectfully.

Making a Complaint

Complaints should be made in writing or by email within 14 days of the issue.

Please include:

Your name and contact details
Details of the concern
Date, time, and location (if relevant)

Anonymous complaints cannot be accepted.

Process

Acknowledgement will be provided within 14 days
An investigation will be carried out fairly and confidentially
A full response is usually provided within 28 days, and no later than 150 days

Outcome

You will receive a written response explaining the outcome.

If a complaint is upheld, steps will be taken to resolve the matter.
If not upheld, a clear explanation will be provided.

You may seek independent advice if you remain dissatisfied.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the jurisdiction of the English courts.

A Final Note

My role is to support you, guide you, and create something meaningful and personal.

Please don’t feel overwhelmed by the amount of information. I will guide you gently through each step. If anything feels confusing or too much at any point, just let me know. My aim is to make this as simple, supportive, and calm as possible for you and your family.

By replying to the instruction email or providing the requested information, you confirm that you have read and accept my Terms and Conditions.

For additional information on how I will work alongside you to create the service, please click here. Please rest assured that the process I work with works if you follow my guidance.

Policies

At Jon Matson-Higgins, Minister and Celebrant, I believe that every family and client deserves a professional, compassionate, and transparent service.

My policies have been created to explain clearly how I work, what you can expect from me, and the standards I set for myself. They are designed to provide reassurance, answer common questions, and ensure that every family is treated fairly, respectfully, and with the highest level of care.

Whether you are arranging a funeral, planning a wedding, welcoming a new child, or celebrating another important milestone, my aim is to make the process as straightforward and supportive as possible. These policies help ensure that everything is clear from the outset, allowing you to make informed decisions with confidence.

The policies cover a range of topics, including my terms and conditions, privacy and data protection, complaints procedure, equality and diversity, safeguarding, gifts and hospitality, and other professional standards that guide the way I work.

If you have any questions about any of my policies, or if there is anything you would like me to explain further, please don’t hesitate to get in touch. I will always be happy to help.

My professional commitment

Professional standards policy

Privacy statement

Confidentiality policy

Data retention policy

Equality and diversity policy

Safeguarding policy

Health and safety policy

Environmental and sustainability policy

Cancellation and booking policy fees and payments policy

Respectful behaviour policy

Artificial intelligence (AI) policy