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Two Together: Save £100!
Save £100 when you purchase two funeral plans together. Call us for more details.
Two Together: Save £100!
Save £100 when you purchase two funeral plans together. Call us for more details.
Aura Prepaid Funeral Plan is provided by Aura Life Limited.
The Aura Prepaid Funeral Plan (the ‘Plan’) provides the services set out in the Plan as long as you make all of the payments in accordance with the detail set out in your Funeral Plan Summary.
Definitions:
“Agreement” means the written agreement between us made up of the Application (electronic, paper or voice recorded), the Funeral Plan Summary, Membership Pack and these Terms and Conditions;
“Application” means the Application form you have completed and either returned by post, submitted online via a website or portal or completed over the telephone;
“Aura Angels” are Aura’s customer support and sales team;
“Day” means any day other than a Saturday, Sunday or Bank Holiday;
“FCA” means the Financial Conduct Authority, the UK financial services regulator or any successor regulatory body;
“Funeral Personnel” means the relevant individuals appointed to carry out your chosen funeral, the details of which are set out in the Funeral Plan Summary;
“Funeral Service Provider” means Distinct Funeral Plans Limited who Aura partner with to deliver your funeral plan, with their extensive network of crematoriums and infrastructure across the UK.
“Funeral Plan Summary” means the document provided to you summarising what is and is not included in your funeral plan, how you will pay for your plan and information on cancelling your plan, making a complaint and your entitlement to compensation.
“Membership Pack” means the pack we send you following purchase, providing details of what is in your plan along with information for the Nominated Representative, Frequently Asked Questions, Terms & Conditions and information on how to cancel your plan.
“Nominated Representative” means your Nominated Representative(s) you nominate as the person to be your Nominated Representative, who will be notified of this Plan unless you instruct us otherwise;
“Plan” means the Aura Funeral Plan you have chosen, to which the Application relates, and which provides the funeral services set out in the “Perfectly Simple” or “Wonderfully Imagined” plans as governed by the Agreement (and the arrangements covered by each plan shall be as detailed in the latest version of the relevant plan description document in circulation as at the date of the Agreement);
“Planholder” means the person named in the Funeral Plan Summary whose funeral is covered by this Plan;
“Purchaser” means the person who buys the plan, whether or not they are also the Planholder;
“Tools” means Aura’s suite of digital end of life planning tools;
“Trust” means the Aura Life Funeral Plan Trust;
“we” or “us” or “our” refer to Aura Life Limited and our details are set out in the “About Us and How to Contact Us” section of these terms and conditions; and
“you” or “your” means the either Planholder or Purchaser applying for the Plan.
Do you qualify for this Plan?
Unless you are otherwise advised in writing by Aura, the Plan is available to Planholders who are aged 18 or over at the date of Application. The funeral provided by the Plan must be conducted in mainland Great Britain. The Plan does not cover the costs of repatriation.
Your Plan: Payment
As the Purchaser of the Plan, the rights and benefits set out in the Agreement accrue to you and you are responsible for making payments to us in accordance with the Agreement. If you have named a different person as the Planholder on the Application, the rights and benefits set out in the Agreement will nevertheless accrue to you and not to the Planholder.
What the Plan covers
Subject to these Terms and Conditions, and as set out below, details of the services provided under the Plan are set out in the Funeral Plan Summary and Membership Pack.
Once you have fully paid the amounts set out in the Plan, we will cover these goods and services at no further charge to the Nominated Representative or estate.
Funeral Personnel
The Plan covers the services of our Funeral Service Provider’s Funeral Personnel to provide the goods and services described in the Agreement after receipt by us of the Application. We will appoint the Funeral Personnel in conjunction with our Funeral Service Provider to carry out the chosen funeral.
If any of the goods or services, which are to be directly provided by the Funeral Service Provider Funeral Personnel, are not available at the time of the funeral we will provide an alternative of at least equal quality and value at no further charge.
If the Nominated Representative or next of kin do not agree to the alternative arrangements, the Plan can be cancelled and refunded to the Planholder’s estate or Purchaser any monies due.
Aura Angels
Support from an Angel is included with all of our Wonderfully Imagined funeral plans. The level of support you will receive is detailed in your Funeral Plan Summary.
Tools
Included in your Funeral Plan is access to Aura’s suite of digital planning Tools, available at www.aura.life. These Tools integrate with your Funeral Plan. Depending on the Funeral Plan you have purchased, you will have Aura Angel support in using these Tools which are detailed in your Funeral Plan Summary.
Change of Address
The Plan provides for your cremation to be carried out by our Funeral Service Provider’s Funeral Personnel. You must notify us at the address shown at the end of this document of any permanent change of address.
Cremation Services
The price you have paid for the Plan will cover the cremation fee charged by the crematorium. This will be a crematorium owned or partnered by our Funeral Service Provider. You may have Cremation Services
The price you have paid for the Plan will cover the cremation fee charged by the crematorium. This will be a crematorium owned or partnered by our Funeral Service Provider. You may have the option to choose this crematorium depending on the Funeral Plan you have selected. This will be detailed in your Funeral Plan Summary and Membership Pack. You don’t have to nominate a crematorium if you don’t want to. If your selected crematorium is not available, we will offer you the best alternative.
Otherwise, this crematorium will be selected by us in accordance with the resting place of the deceased and suitable availability.
the option to choose this crematorium depending on the Funeral Plan you have selected. This will be detailed in your Funeral Plan Summary and Membership Pack. You don’t have to nominate a crematorium if you don’t want to. If your selected crematorium is not available, we will offer you the best alternative.
Otherwise, this crematorium will be selected by us in accordance with the resting place of the deceased and suitable availability.
What the Plan does not cover
The Plan includes the services described in the Funeral Plan Summary and Membership Pack, which forms part of the Agreement. Please be aware that the Plan does not include embalming, visits to a funeral director, viewing of the deceased, a procession with a hearse and/or limousines. A celebrant, floral tributes, newspaper obituaries, service stationery and other memorial services or items are not covered by the Plan by default but can be paid for at the time of need by the family if desired. For a full list of what’s not included in your plan please see the Funeral Plan Summary and Membership Pack.
Extra charges
Save in respect of any service specified as paid for in the Agreement we may charge reasonable extra amounts for the following requirements:
If there are ever any extra charges, the Plan Purchaser will be notified as soon as reasonably possible.
Repatriation and Transport
The Plan does not cover the costs of repatriation from outside mainland Great Britain.
Care of your money
We place the amount to cover your funeral into our Trust (in accordance with the applicable trust deed) and the remainder is applied to our marketing, sales and overhead costs. Payments are made out of the Trust for funerals when they are performed and for refunds to Plan purchasers. Trustees have a duty to ensure that funds are available for your funeral under the Plan. The Trust will be independently audited to ensure this.
Price and Funeral Plan disclosure statement
To provide you with the best level of service, we think that it’s important to be open and transparent about how we use the money you pay for your plan. If you have paid for your plan in full, or by 12 or 24 monthly instalments, the breakdown is as follows:
| Perfectly Simple | Wonderfully Imagined (Intimate) | Wonderfully Imagined (Fully Attended) | |
|---|---|---|---|
| Price of Funeral Plan | £1,595 | £2,195 | £2,695 |
| Sum paid into Aura Life Trust | £968.00 | £1,501.40 | £1,979.90 |
| Aura Angel support fees, marketing, sales and overhead costs | £727.00 | £893.60 | £1,015.10 |
If you were to purchase a funeral that was needed today (sometimes called an ‘at need’ service) from Aura Life Ltd, you would pay from £1,095.
Wishes
Certain Aura Plans allow for Wishes to be detailed if you desire. Please note that these wishes are not guaranteed by Aura, they will be given to your family to organise on your behalf when you have passed with the help of an Aura Angel.
Instalment payments
If you choose to pay for the Aura Funeral Plan by instalments the following rules will apply:
If you choose to pay for your plan by instalments over a number of months, if you were to pass away we would refund in full to your estate all payments made including any lump sum. Alternatively we will honour the plan and request payment on the outstanding instalments from the estate.
If you’re having payment difficulties you should contact us as soon as possible. We will aim to work with you to reach an arrangement appropriate to your circumstances.
If you miss 2 payments we’ll write to you within 5 days of the 2nd missed payment with details of the amount owing and informing you of the consequences.
You can pay the monies owed within 10 days of the date of our letter without incurring any penalty or fees.
Whilst we will always try to avoid it, we retain the right to cancel plans where at least 2 consecutive payments are missed. If your plan is cancelled we will return all payments made towards the plan to you.
A Plan cannot be reinstated once it has been cancelled, however, you can take out a new plan at the then current price. Any payments already received relating to the former Plan can be refunded or transferred to the new plan as a deposit.
Cancellation
You can cancel your Plan at any time at no extra fee if you decide the arrangements you have made do not meet your requirements. If you do decide to cancel the Plan, you must:
Aura Life Ltd., Bunkers Hill Farm, Unsted, Godalming, England, GU7 1UP
0800 808 572
hello@aura.life
Any notification of cancellation should specify all of the following details: (i) the Plan number; (ii) the full name and address of the Planholder (iii) the Planholder’s date of birth; and (iv) a telephone number and/or email address for contact purposes should there be any issue with the cancellation. There will be additional security questions where the Plan is cancelled by telephone or by e-mail.
We will refund all the money you have paid within 14 days of us receiving notification of cancellation.
In the event that the Plan is not used and cancellation is requested after the death of the Planholder we may require additional information from the person cancelling the Plan before we can complete the cancellation. Money refunded will be paid to the Purchaser or their estate if it is after their death.
Any refund will be made to the person who originally paid for the Plan or to the Planholder’s estate. We may cancel the Plan by giving notice to you if:
If we cancel the Plan, we will refund any money you have paid and we will have no further obligations to provide the services set out in the Plan.
We may make any changes we deem reasonably necessary to the services that are provided under the Plan (including reducing or removing any part of the services or making any other alteration in the type of services provided), as a result of circumstances arising which are outside our control or outside the control of the Funeral Personnel (for example war, terrorism, riot or the occurrence of a pandemic or epidemic). To the extent that we make any such changes so that the services provided under the Plan are of reduced quality or capacity to the original services that would have been provided, we may (at our discretion) adjust the price of the Plan by an equitable amount, and in such case, we will refund any such amount that you have already paid. Any refund will be made to the person who originally paid for the Plan or to the Planholder’s estate.
If the Nominated Representative(s) do not agree to the alternative arrangements, we may cancel the Plan and refund to the Planholder’s estate any monies paid to date (taking into account any refund due).
The Plan is designed to cover funeral costs and is not an investment product, and we will not pay interest on money refunded.
Discounts
No discounts or promotional offers can be combined or used concurrently with any other discount, promotion, or special offer. Only one discount or promotion can be applied per plan purchased. In the event of multiple offers being available, only the most advantageous offer, as determined by the company, will be applied to the transaction.
Statements
We will provide you with a Plan Statement annually. The statement will show the plan details, payments made in the period, how much is left to pay (if applicable) together with details of how to cancel and how to contact us if you need to make a complaint.
Value Added Tax (“VAT”)
VAT is not currently charged on a funeral service. However, if VAT or any other form of tax becomes chargeable on a funeral service or part of it in the future, you or your Nominated Representative must pay the VAT or additional tax at the time of the funeral.
The Agreement
Once we have confirmed your Application for the Plan, the following documents all make up the Agreement:
Please keep these documents in a safe place for the attention of the Nominated Representative. You are advised to discuss your funeral arrangements with the person who will be the Nominated Representative. These documents together make up the Agreement concerning the Planholder’s funeral arrangements. Anything which is not documented in writing in the Agreement will not be effective.
If there is any ambiguity between the documents, the terms set out in these Terms and Conditions take precedence over the others. English law shall apply to this Agreement. If anything in this Agreement is invalid or unenforceable, then this Agreement will be interpreted as if that part were modified or deleted to make it valid and enforceable, and the rest shall remain in force.
If we fail to exercise or delay in enforcing our rights (such as our right to cancel the Plan in the event of unpaid instalments), such failure or delay will not restrict our rights to do so, and a waiver of any such rights or of any breach of any term will not be deemed to be a waiver of any other right or any later breach.
You may propose a change to the Plan, but no change will take effect unless it is agreed in writing by us. If you wish to change the type of plan then this will take effect through a new Agreement for a new plan. Please use the contact details set out in the “How to Contact Us” section in these circumstances.
The Agreement is personal to you and may not be assigned (transferred) or made the subject of any trust, mortgage or charge given as security for any obligation to any third party. Only you, your estate or the Nominated Representative is entitled to claim the rights or benefits set out in the Agreement. Otherwise, no other person (including the Planholder) has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement. This does not affect any other rights these people may have. These Terms and Conditions apply to all Plans entered into from 01/03/2022.
About Us and How To Contact Us
Aura Life Limited is authorised and regulated by the Financial Conduct Authority. Firm Reference Number 976308. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. The company is registered in England and Wales with registration number 12287045. Our registered office is Studio One, Bunkers Hill Farm, Godalming Surrey, GU7 1UP.
If you have any questions regarding the Plan, our contact details are:
Aura Life Ltd., Bunkers Hill Farm, Unsted, Godalming, England, GU7 1UP
0800 808 5723
hello@aura.life
How to make a complaint
We make every effort to excel in the service we provide. However, if you feel we have not met your expectations, please contact our team who will do their utmost to ensure any complaint is dealt with as quickly and efficiently as possible.
We can be contacted as follows:
Aura Life Limited, Bunkers Hill Farm, Unsted, Godalming, England, GU7 1UP
0800 808 5723
hello@aura.life
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.
You can write to the Financial Ombudsman Service at: Exchange Tower, London E14 9SR.
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk Web: www.financial-ombudsman.org.uk
Financial Services Compensation Scheme (FSCS)
We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Further information about compensation scheme arrangements is available from the FSCS website www.fscs.org.uk or by calling them on 0800 678 1100.