Terms of Service

These terms govern the relationship between AfterLife Technologies Ltd (company number 16891284, registered office 71–75 Shelton Street, Covent Garden, London WC2H 9JQ) ("AfterLife", "we", "us") and any individual who uses the AfterLife website, the AI concierge ("Marin"), the planning walkthrough, the supplier marketplace, or who purchases a Concierge service ("you"). By using the service or purchasing a Concierge tier you agree to these terms.

1. What AfterLife is — and is not

AfterLife helps families before, during and after a death by guiding them through what needs to happen and connecting them with vetted local suppliers. We provide three things: (a) a free planning walkthrough that produces a personalised plan; (b) a marketplace through which you can find and contact local suppliers yourself; and (c) paid Concierge services in which we coordinate matters on your behalf.

AfterLife provides information, guidance and coordination only. We are not a funeral director, solicitor, financial adviser, insurer or medical provider. We do not provide legal, financial, tax or medical advice. Where a matter requires regulated advice you should consult an appropriately qualified and regulated professional. Suppliers found through the marketplace contract directly with you, not with us, unless expressly stated.

2. The AI concierge (Marin)

Marin is an automated assistant powered by artificial intelligence. It provides general information and helps orient you; it is not a person and does not give regulated advice. Marin may make mistakes. Important decisions should be confirmed with our human concierge team or an appropriate professional. A human is always available on request. How we use the information you share with Marin is set out in our Privacy Policy.

3. Concierge services and fees

Our Concierge services are offered in the following tiers. Prices are inclusive of VAT where applicable and are confirmed at the point of purchase:

• Light — £199. A personalised plan plus periodic check-ins.
• Guided — £399. We source suppliers and options for you to approve.
• Full — £599. Hands-on coordination, including on the day.
• Complete — £1,299. Full coordination through to the pre-probate administrative cascade.

The specific scope of each tier is described on our website and in your order confirmation, which together form part of these terms. Third-party costs (for example a funeral director's own charges, cremation or burial fees, statutory fees, or professional fees) are separate, are payable to the relevant supplier, and are not included in the Concierge fee unless we state so in writing.

4. Payment

Payment is taken at the point of purchase by card via our payment processor, or by invoice where we agree this in writing. We do not store your full card details. Where a service is delivered over time, we may agree a payment schedule in your order confirmation.

5. Your right to cancel (cooling-off)

Because you are buying a service as a consumer at a distance, you have the right to cancel within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, without giving a reason. However, many families need us to begin work immediately. If you ask us to start the service within the 14-day cancellation period, you will be asked to confirm expressly that you understand your right to cancel will be lost once the service has been fully performed. Subject to that acknowledgment, the following applies:

• If you cancel before we have started any work, you receive a full refund.
• If you cancel after asking us to start, you must pay a proportionate amount for the work reasonably done up to the point you tell us you are cancelling, calculated as a proportion of the total fee equal to the proportion of the service performed. We refund the balance within 14 days.
• If the service is fully performed within the 14-day period at your request, the right to cancel is lost once performance is complete, provided we have given you the required cancellation information and you have acknowledged that the right to cancel will be lost on full performance.

To cancel, contact us at hello@afterlifetechnologies.co.uk using any clear statement of your decision. We process refunds within 14 days using the same payment method you used.

6. If a coordinator is unavailable

We aim to provide continuous coordination for the duration of your service. If your assigned coordinator becomes unavailable, we will assign an alternative member of our team to ensure continuity of care. Our availability hours and expected response times are stated on our website; we will tell you if these change.

7. Suppliers found through the marketplace

Where you find and instruct a supplier through our marketplace, your contract for those goods or services is with that supplier directly, on their terms. We take reasonable care in selecting suppliers we list, but we are not responsible for the acts, omissions, quality or pricing of independent suppliers. Any guarantee, refund or complaint relating to a supplier's own service is a matter between you and that supplier, though we will help you raise it.

8. Our responsibility to you

We will perform the Concierge service with reasonable care and skill, as required by the Consumer Rights Act 2015. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law. Subject to that, our total liability to you arising from the Concierge service is limited to the amount of the Concierge fee you paid us for the relevant service. We are not liable for losses that are not a foreseeable result of our breach. We consider this cap to be reasonable having regard to the nature and price of the service; it does not affect your statutory rights under the Consumer Rights Act 2015 or otherwise.

9. Complaints

We take complaints seriously. Our complaints procedure is set out separately and explains how to raise a concern, the timescales in which we will respond, and how matters are escalated. Nothing in these terms affects your statutory rights. To raise a concern, contact us at hello@afterlifetechnologies.co.uk.

10. Data protection

We process your personal data in accordance with our Privacy Policy and applicable data protection law (the UK GDPR and the Data Protection Act 2018). Because of the nature of our service we may process sensitive information, including information about a person who has died and about your family circumstances. The Privacy Policy explains what we collect, why, and your rights.

11. General

These terms are governed by the law of England and Wales. If you are resident in Scotland, Northern Ireland, or another part of the United Kingdom, you may also have rights under the law of that jurisdiction, and nothing in these terms affects those rights. The courts of England and Wales have non-exclusive jurisdiction. If any provision is found unenforceable, the rest continue in force. We may update these terms; the version in force when you purchase applies to that purchase. These terms, your order confirmation and the tier scope on our website form the whole agreement between us.