Terms and Conditions

1. About These Terms

These Terms and Conditions apply when you use the Funeral Plan Register website or any services provided through it, including when you:

• search for a funeral plan;
• register a funeral plan;
• create or use an account;
• provide funeral wishes or representative details;
• make a payment; or
• contact us in connection with our services.

Please read these terms carefully before using the Funeral Plan Register.

By using our services, submitting information or purchasing a Funeral Plan Search, you agree to these terms.

Nothing in these terms affects any rights you have under applicable consumer law.

2. Who We Are

The Funeral Plan Register is operated by INFINIREG LIMITED, a private limited company registered in England and Wales.

Company number: 16352772

Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Email: info@infinireg.co.uk

In these terms, references to “we”, “us” and “our” mean INFINIREG LIMITED trading as the Funeral Plan Register.

References to “you” and “your” mean the person using our website or services.

3. About the Funeral Plan Register

The Funeral Plan Register provides services designed to help:

• individuals register details of an existing funeral plan;
• families and authorised representatives search for a funeral plan following a death;
• funeral plans remain connected with plan holders and nominated representatives; and
• relevant funeral wishes be recorded alongside a registered plan where this service is available.

We do not sell funeral plans and do not provide funeral, legal, financial, probate or bereavement counselling services.

We are not the funeral plan provider and are not responsible for administering, paying or delivering the benefits of a funeral plan.

4. Funeral Plan Searches

A Funeral Plan Search is intended to help establish whether a funeral plan may exist for a person who has died.

A search may include:

• checking information held on the Funeral Plan Register;
• comparing the details supplied with available plan records;
• contacting or sending enquiries to relevant funeral plan providers;
• carrying out additional checks where appropriate; and
• notifying you if a possible match is identified.

You should carry out the search before making final funeral arrangements or paying funeral expenses wherever reasonably possible.

Submitting a search does not guarantee that a funeral plan will be located.

5. Information Required for a Search

You must provide information that is complete, accurate and up to date.

This may include:

• the deceased person’s full name;
• any previous or alternative names;
• date of birth;
• date of death;
• current or previous addresses;
• last known address;
• known funeral plan provider details;
• your contact information;
• your relationship to the deceased; and
• any other information reasonably required to identify a possible plan.

You must check the information carefully before submitting the search.

Incomplete, inaccurate or misspelt information may prevent a plan from being located or may delay the search.

6. Your Responsibility for Information Provided

You confirm that:

• the information you provide is accurate to the best of your knowledge;
• you are entitled to provide that information;
• you are using the service for a genuine and lawful purpose;
• you will not knowingly submit false or misleading information; and
• you will respond promptly if we ask for clarification or supporting information.

We are not responsible for a failed, delayed or incorrect search result caused by:

• inaccurate information supplied by you;
• incomplete information;
• incorrect spellings, dates or addresses;
• failure to disclose previous names;
• outdated contact information;
• insufficient information to establish a match; or
• information supplied by another person or organisation that is inaccurate or incomplete.

You should notify us as soon as possible if you discover that information submitted during a search was incorrect.

7. Search Results

A search result may indicate that:

• a possible funeral plan has been identified;
• no matching registered plan has been identified;
• further information is required;
• additional checks are continuing; or
• a funeral plan provider has not responded or has been unable to confirm a match.

A possible match may require further identity, relationship or authority checks before information can be released.

A search result is based on the information available to us at the time the search is carried out.

A result stating that no plan has been found does not amount to a guarantee that no funeral plan exists.

8. Plans That Have Not Been Registered

The Funeral Plan Register can only identify information that:

• has been registered with us;
• has been supplied or made available by a participating provider;
• can be identified using the details submitted; or
• is located through the additional enquiries forming part of the service.

A funeral plan may exist but not appear in a search because:

• it was never registered with the Funeral Plan Register;
• the provider does not participate in or supply information to the register;
• the plan was purchased using different personal details;
• the plan record is incomplete or inaccurate;
• the provider has changed name, merged, transferred its plans or ceased trading;
• the information supplied in the search does not create a reliable match; or
• the relevant provider or record holder does not respond.

We are not liable merely because a plan existed but was not registered with us or could not reasonably be identified from the information available at the time of the search.

9. Funeral Plans Located After a Search

A funeral plan may occasionally be identified after an earlier search did not produce a result.

This may happen where:

• a plan is registered after the original search;
• a provider supplies new or corrected information;
• additional records become available;
• a provider responds after the original result was issued;
• inaccurate search information is corrected;
• further identifying information is supplied; or
• the plan is independently found in paperwork or personal belongings.

The later discovery of a funeral plan does not, by itself, mean that the original search was carried out incorrectly.

Where your search remains active, we may notify you if a possible match is subsequently identified during the active search period.

Active search period: [insert period]

After the active search period ends, you may need to submit a new search if further enquiries are required.

10. Funeral Plan Providers and Third Parties

We may rely on information or responses supplied by funeral plan providers and other third parties.

We do not control:

• whether a provider responds to an enquiry;
• how quickly a provider responds;
• the accuracy or completeness of a provider’s records;
• whether a provider can locate a historic plan;
• whether a provider confirms or rejects a possible match;
• whether a provider requires additional evidence;
• whether a plan remains valid, paid up or enforceable;
• which products or services a plan covers; or
• whether a provider pays or provides benefits under a plan.

We will make reasonable efforts to carry out the service described, but we cannot guarantee a response from every funeral plan provider.

We are not responsible for a provider’s failure or delay in responding, provided that we have submitted the relevant enquiry or taken the reasonable steps included within the search service.

Any dispute about the validity, value, benefits, cancellation, transfer or performance of a funeral plan must normally be addressed directly with the funeral plan provider.

11. Search Fees

The fee for a Funeral Plan Search is £25, unless a different price is clearly displayed before payment.

The fee pays for carrying out the search service. It is not dependent on a funeral plan being found.

The fee may cover:

• processing the information submitted;
• checking the Funeral Plan Register;
• carrying out matching procedures;
• issuing relevant enquiries;
• carrying out further checks where included; and
• keeping the search active for the stated period.

A search that does not locate a plan is still a completed service because the checks and enquiries have been carried out.

All prices will be shown before you submit payment.

12. Starting the Search Immediately

Funeral Plan Searches are generally time sensitive because they may be required before funeral arrangements are completed.

When purchasing a search, you may be asked to confirm that:

• you want us to begin the search immediately;
• you are asking us to begin during the 14-day cancellation period; and
• once the service has been fully performed, you understand that you will lose your statutory right to cancel.

We will not begin the service during the cancellation period unless the necessary request and acknowledgement have been obtained where required by law.

13. Cancellations and Refunds

You may have a legal right to cancel an online service contract within 14 days of entering into it.

Before the Search Begins

Where you cancel before we have begun carrying out the search, you will normally receive a full refund.

After the Search Has Begun

Where you expressly requested that the search begin during the cancellation period and then cancel before the service has been fully performed, we may deduct an amount reflecting the service already supplied, where permitted by law.

After the Search Has Been Completed

Once the search has been fully performed, the search fee is non-refundable where:

• you expressly requested immediate performance; and
• you acknowledged that your cancellation right would be lost once the service was completed.

No refund will normally be given solely because:

• no funeral plan is found;
• the result is negative;
• a provider does not respond;
• a plan was not registered;
• incomplete or inaccurate information was supplied;
• a plan is found independently after the search;
• a provider later identifies a plan that was not previously available;
• the funeral has already been arranged or paid for; or
• you no longer require the result after the search has started or been completed.

This does not affect your statutory rights. You may be entitled to an appropriate remedy where we fail to provide the service with reasonable care and skill or otherwise fail to meet our legal obligations.

Refund requests should be sent to info@infinireg.co.uk with the search reference and reason for the request.

14. Funeral Plan Registration

You may use the Funeral Plan Register to register details of an existing funeral plan.

You must only register a plan where:

• you are the plan holder;
• you have the plan holder’s authority;
• you are acting under another lawful authority; or
• you are a participating provider or authorised professional entitled to submit the information.

Registering a plan with us does not:

• create a funeral plan;
• prove that a funeral plan is valid;
• confirm that all payments have been made;
• alter the terms of the plan;
• guarantee that the provider will accept a future claim;
• transfer responsibility for the plan to us; or
• replace the original plan documents or provider records.

You remain responsible for keeping the registration details accurate and up to date.

15. Funeral Wishes

Where available, you may record funeral wishes alongside a registered funeral plan.

Funeral wishes are intended to provide guidance to family members, representatives and other authorised persons.

Unless expressly confirmed otherwise in a legally valid document, funeral wishes recorded through the Funeral Plan Register:

• are not a Will;
• are not a codicil;
• do not amend a Will;
• do not create a legally binding funeral contract;
• do not override the terms of the funeral plan;
• do not guarantee that every request can be carried out; and
• do not replace legal advice.

The ability to carry out funeral wishes may depend on cost, availability, law, provider terms, practical circumstances and the decisions of those legally responsible for arranging the funeral.

16. Nominated Family Members and Representatives

A plan holder may be able to link or nominate family members or representatives.

A nomination is intended to help relevant people understand that a plan exists and locate it when needed.

Unless expressly stated otherwise, being nominated or linked to a plan does not automatically:

• make that person the legal owner of the plan;
• appoint them as executor or administrator;
• give them authority over the estate;
• give them the right to change or cancel the plan;
• entitle them to receive money; or
• give them legal authority to arrange the funeral.

We may require appropriate verification before releasing plan information.

17. Identity and Authority Checks

To protect personal and plan information, we may require evidence of:

• identity;
• address;
• relationship to the deceased or plan holder;
• death;
• status as executor or administrator;
• authority to act; or
• any other relevant entitlement.

We may withhold information, pause a search or refuse access where we cannot complete appropriate checks.

We are not liable for a reasonable delay caused by the need to verify identity or authority.

18. Availability of the Website

We aim to keep the website and services available, but we do not guarantee uninterrupted or error-free access.

We may suspend, restrict or withdraw access where reasonably necessary for:

• maintenance;
• security;
• upgrades;
• legal or regulatory reasons;
• suspected fraud or misuse;
• technical failures; or
• circumstances outside our reasonable control.

Where possible, we will take reasonable steps to restore the service.

19. Acceptable Use

You must not:

• use the website unlawfully or fraudulently;
• search for a person without a genuine and lawful reason;
• impersonate another person;
• submit information you know to be false;
• attempt to gain unauthorised access to records or accounts;
• interfere with the website or its security;
• introduce viruses, malicious software or harmful code;
• scrape, copy or extract data using automated means without permission;
• use information obtained through the service to harass, deceive or cause harm; or
• use the service in a way that infringes another person’s rights.

We may suspend or terminate access where we reasonably believe these terms have been breached.

20. Intellectual Property

The website and its contents, including its text, design, branding, software, databases and graphics, are owned by or licensed to us unless stated otherwise.

You may use the website for personal and lawful purposes.

You must not reproduce, sell, commercially exploit, modify, distribute or create derivative works from our content without prior written permission, except where permitted by law.

21. Information on the Website

General information provided through the website, including glossary material, guidance and bereavement information, is provided for general information only.

It is not legal, financial, tax, probate, medical, counselling or professional advice.

You should obtain appropriate professional advice where required.

Links to third-party websites are provided for convenience. We are not responsible for their availability, accuracy, content or privacy practices.

22. Our Responsibility to You

We will provide our services with reasonable care and skill.

We are responsible for losses you suffer that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that are not foreseeable or that are caused by circumstances outside our reasonable control.

Subject to your statutory rights, we are not responsible for loss arising solely from:

• incorrect or incomplete information supplied by you;
• information withheld from us;
• a funeral plan not being registered;
• inaccurate, incomplete or outdated provider records;
• a provider failing or delaying in responding;
• a provider refusing to confirm or honour a plan;
• a plan being invalid, cancelled, transferred, unpaid or otherwise unavailable;
• a plan being located after an earlier search;
• decisions made before a search result is received;
• reliance on an unconfirmed potential match;
• failure to review information or correspondence sent to you;
• email delivery failures outside our reasonable control; or
• events outside our reasonable control.

We do not guarantee that:

• every funeral plan will be found;
• every provider will respond;
• a negative search proves that no plan exists;
• a plan located will cover all funeral costs;
• a provider will honour or pay under a plan; or
• funeral wishes will be legally binding or capable of being carried out.

23. Liability That We Do Not Exclude

Nothing in these terms excludes or limits liability where it would be unlawful to do so.

This includes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory consumer rights; or
• any other liability that cannot legally be excluded or limited.

24. Business Users

Where you use the service wholly or mainly for purposes relating to your trade, business, profession or organisation, you are acting as a business user.

For business users only, and to the fullest extent permitted by law:

• we are not liable for loss of profit, revenue, business, contracts, anticipated savings, goodwill, reputation or business opportunity;
• we are not liable for indirect or consequential loss; and
• our total liability arising from an individual search will not exceed the fee paid for that search.

These limitations do not apply where liability cannot legally be limited or excluded.

Separate commercial terms may apply to funeral plan providers, funeral directors, solicitors and other professional or organisational users.

25. Privacy and Cookies

We use personal information in accordance with our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy.

You should read both policies before using the service.

26. Complaints

Please contact us if you are dissatisfied with the service.

Email: info@infinireg.co.uk

Postal address: INFINIREG LIMITED, 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Please include:

• your name;
• search or registration reference;
• contact details;
• a description of the issue; and
• the outcome you are seeking.

We will review the complaint and respond within a reasonable period.

27. Changes to These Terms

We may update these terms to reflect:

• changes to our services;
• changes in law or regulation;
• security or technical developments;
• changes to provider participation; or
• improvements to the operation of the Funeral Plan Register.

The latest version will be published on the website with the date it was updated.

Terms applying to a paid search will generally be those accepted when the search was purchased, unless a legal or regulatory change requires otherwise.

28. Transfer of Our Rights

We may transfer our rights and obligations under these terms to another organisation, for example as part of a business transfer, restructuring or sale.

We will ensure that any transfer does not reduce your statutory rights.

You may not transfer your rights under these terms to another person without our written agreement, except where the law permits.

29. Severability

If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining terms will continue to apply.

30. No Waiver

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

31. Third-Party Rights

Unless expressly stated otherwise, no person other than you and us has the right to enforce these terms.

32. Governing Law and Courts

These terms are governed by the law of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory protections available under the law of the country in which you live.

Consumers may bring legal proceedings in the courts applicable under consumer law.

33. Contact Us

For questions about these Terms and Conditions, please contact:

INFINIREG LIMITED

Trading as: The Funeral Plan Register

Company number: 16352772

Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Email: info@infinireg.co.uk