Questions families ask

Go to Make a page. You give the name of the person who has died, your own name and your email address, and that is all it takes to begin. We send your own private link to that address, and that link is how you get back in later. There is no account to make and no app to install.

You build it yourself, and it is easier than it sounds: you tap the words on the page and change them, and they save on their own. Most people do it in an evening, a bit at a time.

If you would rather not, write to hello@eternallyloved.co.uk and we will do it with you. Some families want to make it themselves and some cannot face it, and neither is wrong.

No, and most families start before everything is settled. The page shows "to be confirmed" where a detail is missing, which reads perfectly well, and you change it the moment you know. People who have the address simply see the new version.

In the running order, which is a fuller form one tap away from the page. What you put there appears on the page as the order of the day, and the printed order of service is built from the same thing, so you only write it once.

Yes. There are two ways, and you are only ever on one of them. The simple way is to set the running order and pick one of five ready-made layouts, from a single A6 card to eight pages. The other is to build it yourself: you add a hymn, a reading, a poem, a piece of music, a photograph, someone speaking, words of your own, a blank page for a pause, and move them into the order you want.

If you build your own you also choose the length: 4, 8, 12 or 16 pages, or let it pick the smallest everything fits into. If what you have added will not fit, it tells you which parts do not fit and offers the next size up. It never quietly drops anything. There is more on the order of service page.

£225 including VAT for the page, with the order of service included at no extra cost. It is included and it is optional: if you would rather not have one, leave it out and nothing else changes, and the price is the same. £215 if a celebrant gave you a code: a celebrant is the person who writes and leads the service where there is no vicar or minister, and some of them hand families a code. If nobody gave you one, you have not missed a discount. The first year of everything working is in that price.

After the first year the page stays up for £15 a year. The recording of the service, if you want it, is £95 to add and £15 a year to keep. There is nothing else, and nothing is added for coming through a funeral director. The full list is on the prices page.

When the page is ready and you decide to go ahead, and not before. Until then it is a private draft that only you can see. Nothing is taken from you while you are still making it.

Yes. You can cancel within 14 days of paying, without giving a reason: email hello@eternallyloved.co.uk and say so. We refund you within 14 days of hearing from you, by the way you paid. We are not charging you for our time in any of this: you build the page yourself and there is no work of ours to bill for. The only thing you can be charged for is the part you have already had, which is the page being live at its address from the moment you chose to make it live. It is set out on the prices page.

We write to you plainly, allow at least sixty days, and you can download a complete copy of the whole page at any time before it comes down. No page comes down without that notice, and nothing disappears without warning.

Anyone you give the address to. Memorial pages are marked so that search engines do not list them, so nobody finds one by searching for a name: it is shared by you, with the people you choose. If you would rather people could find it by name, there is a setting in the editor that allows it, and it is off unless you turn it on.

We also ask the AI companies' crawlers not to read memorial pages, by name, one by one. That is a request rather than a lock, and we would rather tell you that than pretend otherwise: the ones that respect it stay away, and we cannot make the rest.

Open your own private link and you will find "Who has access to this page's replies and messages". Everyone who can see them is listed there, your funeral director included if one started the page for you, and you can end anyone's access at any time.

Ending someone's access stops their link working straight away, and changes nothing on the memorial page itself.

You get an email when a message arrives, and nothing appears on the page until you say it can. Open the link in that email, or go to your page and open the messages, and you can keep it or take it down. The same is true of photographs guests send you.

Only you, and anyone you have chosen to give access to. Replies are never public and never used for anything except the numbers for the day: the chapel, the caterer, and anything somebody has told you they need. You can download the list as a file for whoever is catering.

It changes quietly by itself. Replies close the day after the funeral, and the page turns to remembering: you can write a short account of the day in place of the directions, the order of service stays, and the message wall stays open for as long as you want it.

Yes. The recording itself is made by the crematorium's own supplier rather than by us, and your funeral director is the one who orders it; it usually arrives some days after the funeral, not on the day. When it comes it is uploaded from your page's editor, one recording of up to 4 GB, which is a full service at good quality. It does not have to be you who does it and it does not have to be done on a phone: anybody you have given your link to can upload it from a computer. It then plays on the page itself, so anyone who could not be there can watch in their own time, as many times as they need. How the recording works goes through it step by step.

A crematorium's own link stops working after a set period, commonly a month and sometimes as little as a week. This one does not expire. £95, then £15 a year after the first year.

Yes, at any time, and you do not have to ask us. There is a download on your own view of the page that gives you the whole thing, the photographs included, to keep wherever you like.