Refunds and complaints
Kinloved.com's core memorial features are free. Payments apply only to optional extras, such as additional photo-gallery space or temporary featured placement.
Cancellation rights
If you are a consumer buying online, you may have a legal right to cancel your purchase within 14 days, subject to the exceptions and rules that apply under UK consumer law.
To request a cancellation, send us a clear message at contact@kinloved.com.
Please include, where possible, the email address used for payment, the transaction date and amount, and the name of the memorial the purchase relates to. This helps us locate the payment quickly.
Services that start immediately
Some optional Kinloved.com features may be activated immediately after successful payment. Where you expressly ask for a service to begin during a statutory cancellation period, different rules may apply, including a possible deduction for the part of the service already supplied.
Where permitted by law, a cancellation right may be lost after a service has been fully performed if the required consent and information were provided beforehand.
What happens after a refund?
Refunding an optional purchase does not remove the underlying free memorial. Optional benefits connected with the refunded purchase may, however, be withdrawn or adjusted.
If removing a photo package would leave a gallery above its current allowance, we may contact the memorial manager to arrange the gallery. Photos are not automatically deleted simply because a refund has been requested.
When will the money be returned?
Where a refund is due, it will be issued without undue delay and within the period required by applicable law. Unless another method is agreed, refunds are normally returned using the same payment method used for the original purchase.
Problems with a purchase
If you were charged but the purchased feature was not activated, was activated incorrectly, or does not work as described, contact us at contact@kinloved.com.
Please provide as much information as possible about the transaction and the problem. Complaints are handled separately from any legal cancellation rights you may have.
Your statutory rights
Nothing on this page limits rights that consumers have under applicable law. Where these terms conflict with rights that cannot legally be excluded or restricted, those statutory rights take priority.