Terms & Conditions

Honouring Lives, Preserving Memories

Graceful Departures

Last Updated: 24 September 2026

These Terms & Conditions govern your access to and use of the Graceful Departures website, platform, marketplace, funeral planning services, funeral packages, memorial services, fundraising functionality, products, digital services and related services.

By accessing our website, submitting an enquiry, requesting a quotation, making a booking, making a payment, creating or contributing to a fundraising campaign, submitting content, registering as a vendor, or otherwise using our services, you acknowledge that you have read, understood and agreed to these Terms.

If you do not agree with these Terms, please do not use our website or services.

1. About These Terms

These Terms apply to customers, families, individuals, campaign organizers, donors, vendors, service providers, advertisers and other users of the Graceful Departures platform, except where a separate written agreement expressly applies.

Certain services may also be governed by additional terms, quotations, booking confirmations, invoices, vendor agreements, fundraising arrangements or other documents. Where such documents apply, they form part of the agreement between the relevant parties.

2. About Graceful Departures

Graceful Departures is a funeral planning and memorial services platform serving customers in Kenya.

The platform is designed to help families coordinate funeral and memorial requirements through a combination of direct services, coordinated services, third-party vendors and digital tools.

Depending on the service selected, Graceful Departures may provide services directly or coordinate services supplied by independent third parties.

3. Scope of Services

Depending on availability and the customer's requirements, Graceful Departures may provide or coordinate:

Funeral planning and coordination
Funeral packages
Caskets and coffins
Body transfer and transportation
Mortuary-related coordination
Embalming, preservation, grooming and dressing through appropriate service providers
Funeral and memorial flowers
Funeral programmes and printed materials
Newspaper obituary placements
Digital obituary pages
Online memorial and tribute pages
Photography
Videography
Funeral livestreaming
Tents, chairs and event equipment
Refreshments
Ceremony coordination
Ushers and onsite coordination
Keepsakes and memorial products
Gravesite setup
Fundraising and donation pages
Memorial tribute services
Vendor listings and advertising
Other funeral, memorial and related services introduced on the platform from time to time

4. Funeral Packages and Starting Prices

Graceful Departures may publish funeral packages and indicative starting prices on its website.

Serene Farewell

From KSh 300,000

Grace Signature

From KSh 680,000

Legacy Gold

From KSh 1,350,000

Published package prices are starting prices and do not necessarily represent the final amount payable.

Funeral requirements vary according to location, guest numbers, transportation, venue, timing, cultural or religious requirements, supplier availability, selected products and other circumstances.

Accordingly:

Packages may be customized.
Services may be added or removed.
Additional charges may apply.
Third-party supplier costs may affect the final price.
Transportation and location-specific costs may affect the final price.
The final price will be stated in the applicable quotation, invoice or booking confirmation.

5. Quotations and Estimates

A quotation is prepared based on the information available to Graceful Departures at the time it is issued.

Unless expressly stated otherwise:

Quotations are valid for the period specified in the quotation.
A quotation is not a confirmed booking until the required acceptance and payment conditions have been satisfied.
Changes to the customer's requirements may change the quoted price.
Third-party cost changes may affect an unconfirmed quotation.
Additional services requested after acceptance may be charged separately.
Obvious errors or omissions may be corrected before a binding agreement is concluded.

6. Bookings and Confirmation

A booking becomes confirmed when the applicable requirements have been satisfied, which may include:

Receipt of the required customer information;
Confirmation of service availability;
Agreement on the applicable scope and price;
Receipt of the required deposit or payment; and
Issuance of a booking confirmation, invoice or other confirmation where applicable.

Submitting an enquiry, selecting a package or completing a website form does not by itself guarantee availability or constitute a confirmed booking.

7. Payments

Payments may be made through payment methods made available by Graceful Departures from time to time.

These may include mobile money, card payments, bank transfers, payment gateways or other approved payment methods.

The customer is responsible for:

Providing accurate payment information;
Using authorized payment channels;
Paying the correct amount;
Retaining relevant payment references; and
Promptly reporting payment problems.

Third-party payment providers may have their own terms, privacy policies, transaction limits, verification requirements and dispute procedures.

8. Deposits, Cancellations and Refunds

Funeral arrangements may require advance commitments to suppliers, transportation providers, venues, personnel and manufacturers.

Cancellation and refund treatment therefore depends on the nature and stage of the relevant service.

Where applicable:

Deposits may be non-refundable where non-recoverable costs have already been incurred.
Customized products may not be refundable once production has commenced.
Services already performed are generally not refundable.
Third-party cancellation charges may apply.
Approved refunds may be subject to applicable payment-processing or third-party charges.
Refunds will normally be made through the original payment method unless otherwise agreed.

Nothing in these Terms is intended to exclude a consumer right that cannot lawfully be excluded or restricted.

9. Third-Party Vendors and Service Providers

Graceful Departures may work with independent funeral homes, florists, transport providers, photographers, videographers, printers, venues, event suppliers, media organizations and other specialists.

Graceful Departures may screen or verify vendors before listing them. Verification does not constitute a guarantee of every aspect of a vendor's ongoing performance.

Where a service is supplied by an independent vendor, that vendor may remain responsible for the actual delivery and quality of that service.

Where Graceful Departures contracts directly with a customer for a service, our obligations will be determined by the applicable quotation, booking confirmation, service agreement and these Terms.

10. Vendor Listings

Vendor descriptions, photographs, prices and other listing information are supplied for informational and commercial purposes.

Vendors are responsible for the accuracy, legality and currency of the information they provide.

Graceful Departures may:

Request supporting documentation;
Approve or reject vendor applications;
Update or correct listings;
Suspend vendor accounts;
Remove listings;
Restrict vendor access; or
Remove unlawful, misleading or inappropriate content.

11. Customer Responsibilities

Customers must provide accurate and complete information reasonably necessary to provide the requested service.

This may include:

The deceased person's name and details;
Funeral and memorial dates;
Location information;
Contact details;
Family or authorized representative information;
Religious or cultural requirements;
Venue information;
Transportation requirements;
Obituary information;
Photographs and other media;
Guest numbers;
Payment information; and
Other information reasonably necessary for the requested service.

Customers are responsible for ensuring that they have the authority or permission required to provide information, photographs, videos, names and other materials submitted to Graceful Departures.

12. Funeral and Memorial Information

Funeral arrangements may involve highly personal, family-related and time-sensitive information.

Users should provide only information reasonably necessary for the requested service.

Where information concerns another person, including a deceased person, family member or beneficiary, the person submitting the information represents that they have appropriate authority or another lawful basis to provide it.

13. Fundraising & Donations

Graceful Departures may provide online fundraising and donation functionality to assist families, authorized representatives, organizations or other approved campaign organizers in raising funds in connection with a funeral, burial, memorial service, related expenses or another stated purpose.

Fundraising functionality may include dedicated fundraising pages, campaign descriptions, fundraising targets, progress information, donation options, payment processing and related communications.

Graceful Departures provides a platform and facilitation service for fundraising activity. We do not guarantee that any campaign will achieve its stated fundraising target.

13.1 Campaign Organizers

A person creating a fundraising campaign ("Campaign Organizer") must have the authority to establish the campaign and represent the stated purpose of the fundraising activity.

The Campaign Organizer is responsible for providing accurate information about:

The identity of the deceased or beneficiary, where applicable;
The relationship between the organizer and the beneficiary or family;
The reason for the fundraising campaign;
The intended use of the funds;
The fundraising target;
The person or persons authorized to receive the funds; and
Any other information reasonably required for verification or operation of the campaign.

13.2 Authority and Authorization

By creating a fundraising campaign, the Campaign Organizer represents that they have the necessary authority to establish the campaign and to provide the names, photographs, financial information and other materials submitted to Graceful Departures.

Where a campaign is created on behalf of a family, deceased person, organization or beneficiary, the organizer is responsible for obtaining any necessary authorization.

13.3 Campaign Verification

Graceful Departures may conduct reasonable verification checks before, during or after a campaign.

Verification may include requesting identification, contact information, supporting documentation, proof of relationship, proof of the stated purpose or information concerning the intended recipient of funds.

Completion of a verification process does not constitute a guarantee by Graceful Departures that a campaign is free from all fraud or risk.

13.4 Accuracy and Truthfulness

Campaign information must be accurate and must not intentionally mislead donors.

Campaign Organizers must not use false identities, fabricated circumstances, impersonation, misleading financial information, fraudulent claims or deceptive practices.

13.5 Use of Funds

Funds raised through a campaign should be used for the purpose stated on the fundraising page.

The Campaign Organizer and authorized recipient are responsible for the proper use, management and distribution of funds received in connection with the campaign.

Graceful Departures does not assume responsibility for how funds are used after they have been released or made available to an authorized recipient, except where applicable law or a separate written agreement provides otherwise.

13.6 Fundraising Targets

A fundraising target is a campaign objective and is not a guarantee of the amount that will be raised.

A campaign may receive less than, equal to or more than its stated target.

Unless otherwise stated, reaching or exceeding a target does not automatically terminate a campaign.

13.7 Donations

Donations are voluntary contributions made through the payment channels made available on the platform.

By making a donation, the donor acknowledges that the transaction may be processed through a third-party payment provider and may be subject to that provider's terms and procedures.

13.8 Anonymous Donations

Where an anonymous donation option is available, a donor may choose not to have their name publicly displayed on the fundraising page.

Public anonymity does not necessarily mean that the donor's identity is unknown to Graceful Departures, the applicable payment provider or a party legally entitled to access transaction information.

13.9 Donation Information and Privacy

Personal information associated with fundraising campaigns and donations will be handled in accordance with the Graceful Departures Privacy Policy and applicable data-protection requirements.

Depending on the service, information may include donor names, contact information, donation amounts, transaction references, campaign information and messages submitted with donations.

13.10 Platform and Transaction Fees

Graceful Departures may charge a platform, service or other applicable fee in connection with fundraising services.

Payment processors may separately charge transaction or processing fees.

Applicable Graceful Departures fees will be disclosed through the relevant fundraising page, payment process, quotation or other applicable disclosure where reasonably practicable.

13.11 Payment Processing

Fundraising transactions may be processed through mobile money, card processors, banks or other third-party payment-service providers.

Graceful Departures does not control third-party payment systems and cannot guarantee uninterrupted availability of those systems.

Donations may be subject to payment verification, transaction limits, fraud screening, chargebacks, reversals, payment disputes and other controls imposed by payment providers or applicable law.

13.12 Fraud and Suspicious Campaigns

Graceful Departures may review campaigns and transactions where there are reasonable concerns regarding fraud, unauthorized fundraising, impersonation, misleading information, misuse of funds, suspicious payment activity or other unlawful conduct.

Where appropriate, we may:

Request additional information or documentation;
Temporarily restrict a campaign;
Delay or restrict processing or disbursement where permitted;
Remove campaign content;
Suspend or terminate a campaign;
Reverse or refund a transaction where permitted; or
Refer suspected unlawful activity to an appropriate authority or payment provider.

13.13 Campaign Suspension or Removal

Graceful Departures may suspend, restrict or remove a fundraising campaign where:

The organizer cannot establish sufficient authority;
Campaign information appears materially inaccurate or misleading;
There are reasonable concerns regarding fraud or misuse;
The campaign violates applicable law;
The campaign violates these Terms;
The campaign creates material legal, financial, security or operational risk; or
Continued operation of the campaign is otherwise reasonably considered inappropriate.

13.14 Refunds and Donation Reversals

Donations are generally intended to be voluntary contributions. However, refunds or reversals may occur where required by law, payment-provider rules, fraud controls, duplicate transactions, unauthorized transactions, technical errors or other circumstances warranting reversal.

Donors reporting an unauthorized transaction or requesting a refund should contact Graceful Departures as soon as reasonably possible and provide the relevant transaction information.

13.15 Chargebacks and Payment Disputes

Donations may be subject to chargebacks or payment disputes through the applicable payment provider.

Graceful Departures may provide relevant transaction or campaign information to a payment provider where reasonably necessary to investigate or respond to a payment dispute, subject to applicable privacy and data-protection requirements.

13.16 Campaign Content

Campaign Organizers are responsible for all text, photographs, videos, names, financial information and other content submitted to a fundraising page.

By submitting campaign content, the organizer confirms that they have the necessary rights and permissions to use and publish that content.

Graceful Departures may remove or restrict campaign content that is unlawful, defamatory, misleading, fraudulent, abusive, infringing, offensive or otherwise inappropriate.

13.17 Death or Unavailability of a Campaign Organizer

If a Campaign Organizer dies, becomes unavailable or is otherwise unable to administer a campaign, Graceful Departures may temporarily restrict the campaign while determining an appropriate authorized representative or alternative arrangement.

Any transfer, release or alternative handling of funds remains subject to applicable law, payment-provider requirements and relevant documentation.

13.18 No Guarantee of Fundraising Results

Graceful Departures does not guarantee that a fundraising campaign will receive any minimum number or value of donations.

Campaign performance may depend on the organizer's network, communications, donor interest, timing, social media activity, campaign content and other factors outside Graceful Departures' control.

13.19 Taxes and Legal Obligations

Campaign Organizers and beneficiaries are responsible for determining and complying with any tax, reporting, regulatory or other legal obligations applicable to funds they receive.

Graceful Departures does not provide tax, accounting or legal advice.

14. Digital Obituaries and Memorial Pages

Graceful Departures may provide digital obituary, tribute and memorial pages.

Depending on the service selected, these may include:

Name and biographical information;
Photographs;
Funeral details;
Messages and tributes;
Video;
Livestream links;
Donation or fundraising links; and
Other memorial content.

Customers are responsible for ensuring that submitted information is accurate and that they have the necessary rights or permissions to publish photographs, videos, text and other materials.

Graceful Departures may remove or restrict content that is unlawful, defamatory, misleading, abusive, fraudulent, infringing or otherwise inappropriate.

15. Photography, Videography and Livestreaming

Photography, videography and livestreaming services may be provided by Graceful Departures or independent service providers.

Funeral and memorial events may involve family members, children, clergy, guests and members of the public.

Customers are responsible for notifying relevant attendees where appropriate and obtaining any permissions required for photography, recording or publication.

Graceful Departures will make reasonable efforts to deliver agreed coverage but cannot guarantee uninterrupted livestreaming or recording where circumstances beyond our reasonable control affect the service.

Such circumstances may include internet failures, power interruptions, venue restrictions, equipment failures, weather, telecommunications problems or third-party platform failures.

16. User Content and Intellectual Property

Customers, vendors and other users may submit photographs, videos, text, logos, documents, designs, testimonials and other materials ("User Content").

The person submitting User Content represents that:

They have the right or authorization to provide it;
Its use does not unlawfully infringe another person's rights;
It is not knowingly false or misleading; and
Its publication or use for the requested service is lawful.

By submitting User Content for a requested service, the user grants Graceful Departures the limited permission necessary to host, reproduce, format, publish, transmit or otherwise use that content solely for the purpose of providing the requested service.

This permission does not transfer ownership of the user's intellectual property.

Graceful Departures retains ownership of its own website, branding, designs, text, graphics, systems, templates, software, trademarks and other intellectual property unless otherwise stated.

17. Website Use

Users must use the Graceful Departures website lawfully and responsibly.

Users must not:

Attempt unauthorized access to the website or its systems;
Introduce malicious software;
Scrape or reproduce website content without authorization;
Misrepresent their identity;
Submit fraudulent information;
Interfere with website operation;
Harass or abuse another person through the platform;
Use the platform for unlawful fundraising;
Upload unlawful, defamatory or infringing content;
Manipulate reviews, listings or fundraising activity;
Use automated systems to interfere with the platform; or
Use the platform for an unlawful purpose.

18. Advertising and Sponsored Listings

Graceful Departures may provide advertising opportunities to vendors, funeral-related businesses and other organizations.

Advertising may include:

Homepage advertising;
Sponsored listings;
Category advertising;
Memorial-page advertising;
Social media promotion;
Email marketing;
Featured listings; and
Other advertising products.

Advertisers are responsible for ensuring that advertising materials are accurate, lawful and do not infringe third-party rights.

Graceful Departures may reject, modify, suspend or remove advertising that does not meet applicable requirements.

19. Reviews, Testimonials and Feedback

Users may be permitted to provide reviews, feedback or testimonials.

Content must not contain:

Knowingly false claims;
Threats;
Harassment;
Confidential information;
Fraudulent content;
Unlawful defamatory content;
Hate speech; or
Content that infringes another person's rights.

Graceful Departures may moderate or remove content that violates these Terms or applicable law.

20. Accuracy of Website Information

We aim to keep website information accurate and current.

However, information may occasionally contain errors, omissions or become outdated.

This may include:

Prices;
Product availability;
Service availability;
Vendor information;
Images;
Package descriptions; and
Delivery estimates.

Where a material error is identified, Graceful Departures may correct the information and, where appropriate, contact affected customers.

21. Service Availability and Force Majeure

Funeral services may be affected by circumstances outside our reasonable control.

These may include:

Severe weather;
Flooding;
Traffic or road closures;
Government restrictions;
Civil disturbances;
Power outages;
Internet or telecommunications failures;
Supplier failures;
Venue restrictions;
Transportation disruptions;
Equipment failure;
Strikes;
Public emergencies;
Acts of nature; or
Other events beyond our reasonable control.

Where such circumstances occur, Graceful Departures will make reasonable efforts to communicate with affected customers and identify practical alternatives.

22. Limitation of Liability

To the extent permitted by applicable law, Graceful Departures will not be liable for indirect, incidental, special or consequential losses arising from circumstances outside our reasonable control.

Where Graceful Departures acts as a marketplace or coordinator for an independent third-party provider, our responsibility may be limited to the services that Graceful Departures itself has agreed to provide.

Graceful Departures does not guarantee the availability, performance or conduct of independent third-party providers.

Nothing in these Terms excludes or limits liability where doing so would be unlawful or excludes statutory rights that cannot legally be excluded.

23. Indemnity

To the extent permitted by applicable law, a user may be responsible for losses, claims, liabilities, costs or expenses arising from the user's:

Breach of these Terms;
Fraudulent or unlawful activity;
Unauthorized use of another person's information;
Submission of content that infringes third-party rights;
Misuse of fundraising services; or
Misrepresentation of authority or identity.

24. Personal Data and Privacy

Graceful Departures collects and processes personal information in connection with website use, enquiries, bookings, funeral planning, payments, vendor services, obituaries, memorial pages, fundraising and related services.

Personal data will be handled in accordance with applicable Kenyan data-protection requirements and the Graceful Departures Privacy Policy.

Depending on the service, information processed may include names, contact details, photographs, recordings, funeral details, family information, fundraising information, payment-related information and other information supplied by users.

Graceful Departures will take reasonable measures to protect personal information and restrict access to authorized persons and service providers where appropriate.

The Privacy Policy explains:

What information we collect;
Why we collect it;
How it is used;
When it may be shared;
How it is retained;
Applicable data-subject rights;
How privacy requests may be made; and
How privacy concerns may be raised.

25. Cookies and Similar Technologies

The Graceful Departures website may use cookies and similar technologies to operate the website, improve functionality, remember preferences, understand website usage and support analytics or marketing activities.

Further information is provided in the Graceful Departures Cookie Policy.

26. Communications

By submitting an enquiry, booking or service request, you agree that Graceful Departures may contact you regarding that enquiry, booking or service.

Depending on applicable law and your communication preferences, we may also contact you regarding:

Service updates;
Booking information;
Fundraising activity;
Memorial activity;
New services;
Promotions;
Newsletters; or
Other marketing communications.

You may unsubscribe from marketing communications where applicable. Service-related communications may continue where reasonably necessary to provide an ongoing service.

27. Confidentiality

Graceful Departures will treat customer information with appropriate confidentiality and may disclose information where reasonably necessary to:

Provide requested services;
Coordinate third-party suppliers;
Process payments;
Operate fundraising services;
Comply with legal obligations;
Prevent fraud or misuse;
Protect users, vendors or the platform; or
Otherwise as permitted by applicable law.

28. Children's Use of the Platform

The website and services are generally intended for adults who are legally capable of entering into agreements.

Where information concerning a child is required for a legitimate funeral, obituary, memorial or family-related purpose, it should be submitted by a parent, guardian or another person with appropriate authority.

We do not knowingly seek unnecessary personal information from children.

29. Third-Party Websites and Services

The website may contain links to third-party websites, payment providers, social networks, media platforms and other external services.

Graceful Departures does not control those third-party services and is not responsible for their content, availability, security, privacy practices or terms.

Users should review applicable third-party terms and privacy policies before using those services.

30. Platform Suspension and Termination

Graceful Departures may suspend, restrict or terminate access to the platform or a particular service where reasonably necessary.

Reasons may include:

Breach of these Terms;
Fraud or suspected fraud;
Unauthorized fundraising;
Payment-related risk;
Unlawful activity;
Misuse of the platform;
Abusive or threatening conduct;
Security concerns;
Protection of another person's rights; or
Operational or legal requirements.

Where appropriate and legally permissible, we may provide notice and an opportunity to address the relevant issue.

31. Complaints and Service Issues

Customers are encouraged to contact Graceful Departures as soon as reasonably possible if there is a problem with a service.

A complaint should include, where possible:

Customer name;
Booking or quotation reference;
Date of service;
Relevant vendor or service;
Description of the issue;
Supporting documents or photographs; and
The resolution being requested.

Graceful Departures will review complaints and, where appropriate, coordinate with the relevant service provider to seek a reasonable resolution.

32. Dispute Resolution

Graceful Departures encourages customers, vendors and other users to first attempt to resolve disputes through direct communication.

Where appropriate, the parties may consider alternative dispute resolution mechanisms before pursuing formal legal proceedings.

Nothing in this section prevents a party from exercising a statutory right or seeking urgent legal relief where necessary.

33. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

Subject to any applicable dispute-resolution requirements, disputes that cannot be resolved between the parties shall be subject to the jurisdiction of the competent courts of Kenya.

34. Changes to These Terms

Graceful Departures may update these Terms from time to time to reflect:

Changes to our services;
Changes to our business model;
Changes to technology;
Changes to payment arrangements;
Changes to fundraising functionality;
Changes to vendor arrangements;
Changes in applicable law; or
Other operational requirements.

The latest version will be published on this website together with the applicable "Last Updated" date.

Continued use of the website after publication of revised Terms may constitute acceptance of the revised Terms to the extent permitted by law.

35. Severability

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision shall be interpreted or modified to the extent necessary to make it enforceable where legally possible.

The remaining provisions will continue to apply.

36. No Waiver

Failure by Graceful Departures to enforce any provision of these Terms does not constitute a waiver of our right to enforce that provision later.

37. Entire Agreement

These Terms, together with any applicable quotation, invoice, booking confirmation, service agreement, Privacy Policy, Cookie Policy, fundraising terms, vendor terms and other documents expressly incorporated into the agreement, form the applicable agreement between Graceful Departures and the relevant user concerning the services provided.

Where a specific written agreement conflicts with these Terms, the specific agreement will prevail to the extent of the conflict.

38. Accessibility and Reasonable Assistance

Graceful Departures aims to make its digital services reasonably accessible and usable by a broad range of users.

If you experience difficulty accessing information or using a service, please contact us so that we can consider an appropriate form of assistance.

39. No Professional Legal, Tax or Financial Advice

Information provided through the Graceful Departures website is intended to support funeral planning and related services and should not be treated as legal, tax, accounting, investment or other professional advice.

Where professional advice is required, users should consult an appropriately qualified professional.

40. Contact Us

If you have questions about these Terms, our services, a booking, fundraising campaign, donation, complaint or any other matter relating to Graceful Departures, please contact us through our website.

Graceful Departures
Website: https://gracefuldepartures.co.ke/
Contact: https://gracefuldepartures.co.ke/contact-us/

For matters concerning an existing funeral arrangement, booking or fundraising campaign, please provide the relevant booking, quotation or campaign reference where available.