Terms and Conditions

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 make everything clear, fair, and supportive for everyone involved.

Holding a Date

I am happy to provisionally hold a date for you for up to 7 days for a memorial, and 24 hours for a funeral service.

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

Confirming Your Booking

Your booking is confirmed once a deposit of 50 per cent of the agreed fee has been received, or I have been instructed through a funeral director on your behalf.

From this point, I will keep that date exclusively for you.

Payment

The remaining balance is due one month before the service or ceremony.

If the booking is made within one month of the service, full payment will be required at the time of booking.

If you have booked me through a funeral director, the funeral director will arrange payment on your behalf.

Photographs and Words of Thanks

From time to time, I may ask if I can use a photograph from the service or a few words from you as a testimonial.

This is always entirely your choice, and there is no obligation at all.

Privacy and Confidentiality

Everything you share with me is treated with care and respect.

Your information will remain private and will only be shared where necessary to help deliver the service, and only with your awareness.

Changes to Plans

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

I will always do my very best to accommodate changes, although this cannot be guaranteed.

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.

However, if you ask me to begin work or I am instructed to work on your behalf within this 14-day period and then cancel, a reasonable charge may be made for work already completed.

If You Need to Cancel Later

For Funerals

• Within 21 days of the service: 60 per cent of the fee
  • Within 14 days: 80 per cent of the fee
  • Within 7 days: 100 per cent of the fee

For Weddings, Naming Ceremonies, and Similar Services

• Any travel or accommodation costs already paid
  • Within 3 months of the ceremony: 60 per cent of the fee
  • Within 2 months: 80 per cent of the fee
  • Within 1 month: 100 per cent of the fee

These charges reflect the time, care, and preparation already given. Even if we have not yet met, a significant amount of work may already have been carried out behind the scenes.

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. I am part of a dedicated network of celebrants who support one another.

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

Legal Ceremonies

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

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

Insurance and Professional Standards

I am fully insured with:
• £5 million Public Liability Insurance
• £1 million Professional Indemnity Insurance

Certificates are available on request.

Availability

My usual working hours are Monday to Friday, 9 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.

Respectful Behaviour

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

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

Timescales and Preparation

A great deal of time and care goes into creating each service.

To ensure everything is just right, I will provide clear deadlines in my initial communication with you. 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. If deadlines are missed, this may affect what can be delivered.

Accuracy of Information

I will always present the information you give me with care and respect.

It is important that all details provided are correct, as I cannot be responsible for any inaccuracies shared with me.

Final Approval

You will be asked to review and confirm the service content, usually within 24 hours.

To allow everything to be prepared properly, changes cannot be made within 72 hours of the service.

Written Work

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

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

All work created by Jon Matson-Higgins is protected by copyright and is not for public sharing.

Governing Law

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

Any matters arising 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.

These terms are simply here to help everything run smoothly, so that together we can focus on what truly matters.

Jon Matson-Higgins, Minister & Celebrant is a limited Company, the company registration number is 13070533

Making a Complaint

Jon Matson-Higgins takes all complaints and concerns regarding professional conduct seriously and is committed to handling them fairly, respectfully, and promptly.

Complaints must be submitted in writing or by email within 14 days of the alleged incident.

Complaints can be sent to:
Jon Matson-Higgins, Minister & Celebrant
The Birches, 505 Broadgate, Weston Hills, PE12 6DB

Or via email.

Your complaint should include:

• Your full name and contact details
• The names of any individuals involved
• The date, time, and location of the incident
• A clear description of the concern

Anonymous complaints will not be accepted.

Acknowledgement of Complaint

Once your complaint has been received, you will receive a written acknowledgement within 14 days.

If the complaint relates to a member of the team, they will be given up to 14 days to provide a response.

Investigation

Jon will begin investigating the complaint as soon as possible.

The investigation will be conducted fairly and confidentially, and every effort will be made to complete this within a reasonable timeframe. In most cases, a full response will be provided within 28 days, and no later than 150 days from receipt of the complaint.

A report will be prepared following the investigation.

Outcome

Once the investigation is complete, a formal written outcome will be provided.

If the complaint is upheld:

• Every effort will be made to resolve the matter promptly and amicably
• Appropriate action will be taken where necessary

If the complaint is not upheld:

• You will receive a clear explanation of the decision
• You will be informed that no further action will be taken

All relevant parties will receive a written copy of the outcome.

Appeals

If you are not satisfied with the outcome, you may choose to escalate your complaint to the relevant professional body or seek independent advice.

Website terms and conditions

Jon Matson-Higgins, Minister and Celebrant, registered office: The Birches, 505 Broadgate, Weston Hills, Spalding, PE126db, understands that you care how your information is used and shared. Your trust is important, and all personal data is handled with care, respect, and in accordance with UK data protection law.

This notice forms part of the Website Terms and Conditions. By using www.jonmatsonhiggins.co.uk, you agree to the practices described in this Privacy Policy.

Data Protection Commitment

Personal data is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Jon Matson-Higgins is committed to protecting your privacy and providing a service that respects your personal information.

To view the full Data Protection Policy, please refer to the relevant section of the website.

Collecting Information

Personal data may be collected when you:

• Make an enquiry
• Book a service
• Communicate by email, phone, or website

This may include:

• Name
• Address
• Telephone number
• Email address
• Payment details
• Any other relevant information you choose to provide

Data Retention

• Client records are retained for up to 5 years after the most recent service
• Financial records are retained for 7 years in line with legal requirements
• Enquiry-only data is retained for up to 2 years

Using Your Information

Your personal data is used to:

• Identify you when you contact me
• Deliver and manage services
• Communicate with you about your service
• Maintain accurate records
• Improve services offered

You will only be contacted for relevant purposes. You can request not to receive communications at any time.

Personal data will not be shared with third parties unless required to deliver the service or where legally required.

Protecting Your Information

Appropriate security measures are in place to protect your personal data, including:

• Secure website connections (HTTPS)
• Encrypted data transmission where applicable
• Secure storage systems
• Access controls and identity verification where necessary

While every effort is made to protect your data, no internet transmission can be guaranteed as fully secure.

Internet Communications

If you contact me via the internet, I may respond by email or other appropriate means.

You will always have the option to opt out of receiving further communications.

Please note that standard email communication is not always secure.

Cookies

What Are Cookies?

Cookies are small text files stored on your device to help improve your experience when using the website.

How Cookies Are Used

This website may use cookies, including tools such as Google Analytics, to understand how visitors use the site and to improve functionality.

No unnecessary or intrusive tracking is used.

Managing Cookies

You can control or disable cookies through your browser settings.

Please note that disabling cookies may affect how the website functions.

Third-Party Links

The website may contain links to external websites.

Jon Matson-Higgins is not responsible for the content, security, or privacy practices of third-party websites.

You access such websites at your own discretion.

Your Rights

Under UK GDPR, you have the right to:

• Request access to your personal data
• Request correction of inaccurate data
• Request deletion of your data where appropriate
• Object to processing
• Restrict how your data is used

To make a request, please contact using the details below.

Updating Your Information

Every effort is made to ensure your data is accurate and up to date.

If any information is incorrect, please contact me and it will be corrected promptly.

Changes to This Policy

This policy may be updated from time to time.

Any changes will be published on the website. Continued use of the website indicates acceptance of any updates.

Contact

For any questions, requests, or concerns regarding your data or this policy, please contact:

Jon Matson-Higgins
Minister and Celebrant
The Birches, 505 Broadgate, Weston Hills, PE12 6DB

A Final Note

This policy is designed to be clear, transparent, and respectful of your privacy.

If you have any questions at all, you are always welcome to get in touch.