"By engaging Victorian Funeral Aid to provide funeral services — whether traditional burial, Islamic burial, or cremation — you agree to these terms and conditions. If you have any questions, please call us before proceeding."
1. About Us
Victorian Funeral Aid (ABN 93 657 157 250) is a licensed funeral director operating in Victoria, Australia. These terms govern the provision of all funeral, burial, cremation, and related services we provide.
2. Engaging Our Services
Services are engaged when you verbally or in writing authorise Victorian Funeral Aid to proceed. The person engaging our services (the "Authorising Person") warrants that they have the legal right to make funeral arrangements for the deceased.
The Authorising Person must be 18 years of age or older and accepts personal responsibility for payment of all agreed fees.
3. Pricing & Quotes
All prices quoted are in Australian dollars and include GST where applicable. Our base service packages start from $2,690 and are itemised at the time of quotation. Cemetery fees, where applicable, are charged at the cost of the venue and disclosed separately. Optional add-on services (such as memorial services, flowers, chapel bookings, celebrants, livestreams, and upgraded coffins or urns) are priced separately and clearly disclosed before any commitment is made.
Prices are subject to change without notice for new enquiries, however once a quote has been accepted and services commenced, the agreed price will be honoured.
Additional charges may apply where circumstances require services not covered in the original quote (for example, bariatric transport requirements, extended storage beyond agreed periods, repatriation, or services outside our standard coverage area).
4. Payment
A deposit is required prior to collection of the deceased. The remaining balance is due upon completion of services unless a payment arrangement has been agreed in writing.
We accept payment by credit card, debit card, and bank transfer. Payment plans may be available at our discretion — please speak with us if you are experiencing financial difficulty. We will never refuse care due to financial difficulty.
Accounts that remain unpaid after 30 days may incur a late payment fee and may be referred to a collections agency.
5. Authority to Cremate or Bury
The Authorising Person confirms they have the legal authority to authorise cremation or burial. Cremation is an irreversible process, and Victorian Funeral Aid will not proceed with cremation or burial until all required documentation is completed and all relevant permits have been obtained.
By authorising cremation, you acknowledge and accept that this process is permanent and cannot be reversed.
6. Religious & Cultural Requirements
Where you have specific religious or cultural requirements — including but not limited to Islamic Ghusl (ritual washing), Kefen (shrouding), Janazah prayer coordination, Imam services, mosque or church arrangements, or any other faith-based observances — please advise us at the time of booking. We will perform these services in accordance with the relevant tradition and coordinate with the appropriate religious authorities where necessary.
7. Coordination with Cemeteries, Mosques & Churches
Where you have a preferred cemetery, mosque, church, celebrant, or place of worship, please advise us at the time of booking. We will coordinate with the relevant facility on your behalf, however we cannot guarantee specific times or arrangements with third-party venues. Cemetery, mosque, church, and celebrant fees are payable directly to those facilities or passed through at cost.
8. Return of Ashes (Cremations)
For cremation services, ashes will be returned to the Authorising Person or their nominated representative within the timeframe advised at the time of service (typically 5–10 business days from collection). Ashes are returned in a standard urn unless an upgrade has been requested.
If ashes are not collected within 60 days of being made available, Victorian Funeral Aid reserves the right to arrange for respectful dispersal.
9. Identification
Victorian Funeral Aid follows strict identification procedures to ensure the correct identification of the deceased is maintained throughout the entire process. Our procedures comply with the Funerals Industry Act 2006 (Vic).
10. Cancellation
If you wish to cancel services after collection of the deceased has occurred, cancellation fees will apply to cover costs already incurred. Please contact us as soon as possible if your circumstances change.
Where services have not yet commenced, a full or partial refund may be available depending on costs already incurred.
11. Complaints
If you are dissatisfied with any aspect of our service, please refer to our Complaints Policy. We are committed to resolving all concerns fairly and promptly.
12. Limitation of Liability
To the extent permitted by law, Victorian Funeral Aid's liability for any claim arising from the provision of services is limited to the total fees paid for those services. We are not liable for indirect or consequential losses, including delays caused by third parties such as cemeteries, mosques, churches, hospitals, or government agencies.
Nothing in these terms excludes any rights you may have under the Australian Consumer Law.
13. Privacy
Your personal information is handled in accordance with our Privacy Policy, the Privacy Act 1988 (Cth), and the Australian Privacy Principles.
14. Governing Law
These terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.
15. Changes to These Terms
We may update these terms from time to time. The current version is always published on this page. Continued engagement of our services constitutes acceptance of any updated terms.
16. Contact
For any questions about these terms, please contact us:
- Phone: (03) 9705 0959 — available 24/7
- Email: info@victorianfuneralaid.com.au
These terms should be read in conjunction with any written quote or service agreement provided to you at the time of engagement.