Service Agreement Offer

GENERAL TERMS AND CONDITIONS OF SERVICE

for the care and cleaning of burial sites

v1. Last updated: 31 July 2026

These General Terms and Conditions of Service form an integral part of the distance contract concluded between the Service Provider and the Customer through the Service Provider’s website or by another agreed means of distance communication.

1. GENERAL PROVISIONS

1.1. Service Provider

The Service Provider is Angelio Pro OÜ (registry code: 14623839), hereinafter referred to as the “Service Provider”.

1.2.

The Customer is a natural person who orders a Service for purposes unrelated to their business or professional activities, hereinafter referred to as the “Customer”.

If the Service is ordered by a legal person or by a natural person in connection with their business or professional activities, the provisions of these Terms concerning special consumer rights shall apply only to the extent required by mandatory provisions of law.

1.3.

These Terms govern the ordering, payment and provision of burial-site care, cleaning and other agreed services.

1.4.

Before placing an order, the Customer is given an opportunity to review these Terms.

By placing an order, the Customer confirms that they have read and accepted these Terms.

1.5.

The contract is deemed to have been concluded once payment for the order has been successfully confirmed, unless a different procedure is expressly specified when the order is placed.

The Service Provider sends an order confirmation to the email address provided by the Customer or makes it available on another durable medium.

1.6.

The order confirmation must contain, or make it possible to determine, the essential details of the order, including:

  • the selected Service or service package;
  • the total price of the order;
  • the burial-site details provided by the Customer;
  • any additional services selected;
  • any special requests agreed with the Customer;
  • the Customer’s contact details.

1.7.

The relationship between the Service Provider and the Customer is governed by the laws of the Republic of Estonia, including the Law of Obligations Act (Võlaõigusseadus) and the Consumer Protection Act (Tarbijakaitseseadus), where applicable.

These Terms do not restrict any mandatory consumer rights that cannot be excluded or limited by contract.

2. SUBJECT MATTER OF THE CONTRACT

2.1.

The Service Provider undertakes to provide the burial-site care or cleaning service selected by the Customer, hereinafter referred to as the “Service”, and the Customer undertakes to pay for the Service in accordance with these Terms.

2.2.

The specific scope of the Service is determined by:

  • the package selected by the Customer;
  • the description of the Service displayed on the website when the order is placed;
  • the order confirmation.

2.3.

Depending on the selected package, the Service may include, among other things:

  • removal of rubbish;
  • collection of fallen leaves;
  • removal of weeds;
  • cleaning of the burial-site surface;
  • cleaning accessible elements of the burial site;
  • plant care;
  • placement of candles, flowers or other ordered items;
  • washing the headstone or other elements;
  • seasonal work;
  • other services ordered separately.

2.4.

Work that is not expressly included in the description of the selected package and has not been agreed separately is not included in the price of the Service.

2.5.

If additional payment is required for additional work, the Service Provider informs the Customer of its price in advance. Such work is carried out only after the Customer has agreed to it.

3. IDENTIFICATION OF THE BURIAL SITE

3.1.

The Customer must provide accurate and sufficient information to identify the burial site unambiguously.

Such information may include:

  • the name of the cemetery;
  • the town or locality;
  • the section or block;
  • the row;
  • the burial plot number;
  • the deceased person’s first name and surname;
  • dates of birth and death;
  • a photograph of the headstone or burial plot;
  • geographical coordinates;
  • a link to the cemetery’s electronic register;
  • a description of nearby landmarks;
  • other information that may help locate the burial site.

3.2.

The Customer is responsible for the accuracy of the information they provide.

3.3.

If the information provided is insufficient to identify the burial site unambiguously, the Service Provider has the right to:

  • request additional information;
  • suspend fulfilment of the order;
  • request a photograph;
  • request geographical coordinates;
  • request additional confirmation from the Customer.

3.4.

The time limit for providing the Service is suspended from the time a request for clarification is sent until sufficient information is received from the Customer.

3.5.

If there are reasonable doubts concerning the correct identification of the burial site, the Service Provider may refrain from beginning the work until additional confirmation has been received.

3.6.

The Service Provider is not required to carry out work at a burial site whose identification remains ambiguous.

3.7.

If the Customer intentionally or negligently provides materially incorrect information and unambiguous identification of the burial site was objectively impossible, the consequences shall be assessed taking into account:

  • the nature of the information provided;
  • the Service Provider’s reasonable ability to verify the information;
  • the amount of work already performed;
  • the costs actually incurred;
  • the applicable law.

The mere fact that incorrect information was provided does not release the Service Provider from its obligation to act reasonably and professionally if there are clear indications that the site found does not correspond to the details of the order.

4. PLACING AN ORDER

4.1.

When placing an order, the Customer provides the required information about the burial site and selects a Service or service package.

4.2.

The Customer must verify that all entered information is correct before confirming the order.

4.3.

The Service Provider may contact the Customer in order to:

  • clarify the location of the burial site;
  • clarify the scope of the work;
  • agree on additional work;
  • clarify special requests;
  • notify the Customer of obstacles preventing the provision of the Service.

4.4.

If the Customer wishes to change the scope of the work after placing the order, the Service Provider informs the Customer whether the requested change is possible and whether it will affect the price or completion time.

4.5.

A change to an order is deemed agreed once it has been confirmed by both parties in writing or electronically.

5. SERVICE PRICES AND PAYMENT

5.1.

The price of the Service is determined according to the prices and packages displayed on the Service Provider’s website when the order is placed.

5.2.

Prices are stated in euros.

Unless expressly stated otherwise, the final price displayed to the Customer before the order is confirmed includes all applicable taxes.

5.3.

All mandatory additional costs known to the Service Provider in advance are communicated to the Customer before the order is confirmed.

5.4.

Services are provided subject to 100% advance payment unless the parties agree otherwise.

5.5.

Payment may be made:

  • through payment solutions integrated into the website;
  • by bank transfer;
  • on the basis of an electronic invoice;
  • by another payment method offered by the Service Provider.

5.6.

The Service Provider may not carry out additional paid work that is not included in the confirmed order without the Customer’s consent, except where expressly permitted by law.

6. SERVICE COMPLETION TIMES

6.1.

Unless a different time limit is specified when the order is placed, the Service Provider generally completes the Service within 5 working days after all of the following conditions have been met:

  • full payment has been received;
  • sufficient information has been received to identify the burial site unambiguously;
  • all necessary consents have been received from the Customer;
  • there are no objective obstacles preventing the work from being performed.

6.2.

The completion time may be reasonably extended where circumstances objectively prevent the work from being completed on time or to an appropriate standard, including:

  • heavy rain;
  • heavy snowfall;
  • icy conditions;
  • frozen ground;
  • storms or strong winds;
  • extreme heat;
  • temporary closure of the cemetery;
  • restricted access;
  • a prohibition imposed by the cemetery administration;
  • inability to perform the work safely;
  • the need for additional identification of the burial site;
  • the need to obtain clarification or consent from the Customer.

6.3.

If the completion time is significantly postponed, the Service Provider notifies the Customer by email, telephone, messaging service or another agreed method.

6.4.

If the Service cannot be provided within a reasonable time, the parties may:

  • agree on a new completion date;
  • change the scope of the Service;
  • terminate the contract in whole or in part, with the refundable amount calculated in accordance with the law and these Terms.

7. WEATHER CONDITIONS AND BURIAL-SITE CHARACTERISTICS

7.1.

The Customer understands that the Service is provided outdoors and that the outcome of certain work may depend on:

  • weather conditions;
  • ground conditions;
  • the age and condition of the headstone;
  • the condition of the grave border or fence;
  • the condition of plants;
  • the presence of moss, rust, limescale or other contamination;
  • the availability of water;
  • the rules of the particular cemetery.

7.2.

The Service Provider may refuse to use a particular cleaning method if there is a reasonable risk of:

  • damage to the headstone;
  • damage to an inscription;
  • damage to a photograph;
  • damage to a decorative coating;
  • damage to the grave border or fence;
  • damage to plants;
  • other damage to property.

7.3.

If it becomes apparent during the work that an agreed method presents a significant risk of damage to property, the Service Provider may suspend the relevant work and request further instructions from the Customer.

8. RIGHTS AND OBLIGATIONS OF THE SERVICE PROVIDER

8.1.

The Service Provider undertakes to:

  • provide the Service diligently and professionally;
  • perform the work in accordance with the selected package;
  • use reasonably suitable methods and materials;
  • comply with the rules of the relevant cemetery;
  • request clarification where necessary;
  • provide a photo report in accordance with these Terms.

8.2.

The Service Provider may engage employees and contractors to provide the Service while remaining responsible to the Customer to the extent provided by law and the contract.

8.3.

The Service Provider may refuse to perform work that:

  • is prohibited by law;
  • violates cemetery rules;
  • requires a permit that has not been obtained;
  • poses an obvious risk to people or property;
  • may damage the burial site;
  • is not included in the agreed order.

9. RIGHTS AND OBLIGATIONS OF THE CUSTOMER

9.1.

The Customer undertakes to:

  • provide accurate information;
  • provide sufficient information to locate the burial site;
  • respond promptly to reasonable requests from the Service Provider;
  • pay for the agreed Service;
  • notify the Service Provider of any known access restrictions;
  • where access is restricted, obtain any necessary permits or notify the Service Provider of them in advance.

9.2.

The Customer confirms that they have a legitimate interest or another sufficient legal basis for ordering work at the specified burial site.

9.3.

The Customer must not order work that they know would violate the rights of other persons, legal requirements or cemetery rules.

10. PHOTO REPORT

10.1.

Unless otherwise stated in the description of the specific Service, the Service Provider provides the Customer with a photo report documenting the completed work.

10.2.

The photo report may include photographs:

  • before the work begins;
  • after the work has been completed;
  • at individual stages of providing the Service.

10.3.

The photo report is generally provided within 2 working days after the work has been completed:

  • by email;
  • through an agreed messaging service;
  • through the customer account;
  • by another agreed method.

10.4.

The Customer understands and agrees that, for the purpose of documenting fulfilment of the order, the Service Provider may photograph the burial site to the extent necessary to confirm that the Service has been provided.

10.5.

Photographs taken in connection with a specific order will not be published by the Service Provider in advertising materials, on social media or in a public portfolio without a separate legal basis or the necessary consent where such consent is required by law.

10.6.

Personal data is processed in accordance with applicable law and the Service Provider’s Privacy Policy.

11. THE CONSUMER’S RIGHT TO WITHDRAW FROM A DISTANCE CONTRACT

11.1.

If the Customer is a consumer and the contract was concluded at a distance, the Customer has the right to withdraw from the contract without giving a reason within 14 days, in accordance with applicable law.

11.2.

For a service contract, the 14-day period begins on the date the contract is concluded, unless otherwise provided by applicable law.

11.3.

To exercise the right of withdrawal, the Customer must send the Service Provider an unequivocal statement of their decision to withdraw from the contract before the withdrawal period expires.

The statement may be sent to:

Email: info@angelio.ee

or by another method that makes it possible to verify that the statement was sent.

11.4.

The Customer may use the statutory model withdrawal form, but its use is not mandatory if the Customer’s statement clearly expresses their intention to withdraw from the contract.

11.5.

To comply with the deadline, it is sufficient for the Customer to send the withdrawal statement before the relevant 14-day period expires.

12. COMMENCEMENT OF THE SERVICE BEFORE THE END OF THE 14-DAY PERIOD

12.1.

Because the usual completion time may be less than 14 days, the Customer may expressly request that the Service Provider begin providing the Service before the 14-day withdrawal period expires.

12.2.

Such a request must be made expressly and in a form that complies with the requirements of applicable law.

12.3.

When placing an order on the website, the Customer may be asked to provide separate confirmation using the following wording:

“I request that the ordered Service begin before the end of the 14-day period for withdrawal from the distance contract.”

12.4.

In cases provided by law, the Customer is also informed that they may lose the right to withdraw from the contract once the Service has been fully provided.

12.5.

If the Customer withdraws from the contract after the Service has begun at their express request but before it has been fully completed, the Customer must pay a proportionate amount for the part of the Service provided up to the time of withdrawal, in the cases and to the extent provided by applicable law.

12.6.

If the Service is fully provided before the 14-day period expires and all required prior consents and confirmations have been obtained from the Customer, the right of withdrawal ends in the cases provided by applicable law.

12.7.

This section does not restrict the Customer’s rights where the Service is not provided to the required standard.

13. ORDER CANCELLATION AND REFUNDS

13.1.

The consumer’s right to withdraw from a distance contract is governed primarily by applicable law and sections 11–12 of these Terms.

13.2.

In addition to mandatory consumer rights, the Service Provider may offer the Customer a more favourable voluntary cancellation option.

13.3.

If the Customer cancels the order before the Service has actually begun and the Service Provider has not incurred any non-refundable costs associated with that specific order, the Service Provider refunds the full amount received for the cancelled Service.

13.4.

If provision of the Service has already begun at the Customer’s express request before the withdrawal period expires, the consequences of withdrawal are determined by applicable law, including the rules concerning proportionate payment for the part of the Service already provided.

13.5.

After the Service has been fully provided, the right of withdrawal ends only where the grounds specified by law exist and all required conditions have been met.

13.6.

Completion of the Service does not deprive the Customer of the right to make claims concerning work that was not performed to the required standard.

13.7.

If the Customer is entitled to a refund, the Service Provider refunds the relevant amount without undue delay and no later than the deadline established by applicable law.

In the event of lawful withdrawal from a distance contract, the statutory refund deadlines apply, including a maximum period of 14 days from the date on which the Service Provider receives the withdrawal statement, unless otherwise provided by law.

13.8.

As a rule, the refund is made using the same payment method that the Customer used, unless the parties expressly agree otherwise and the alternative method does not result in additional costs for the Customer.

13.9.

The Service Provider does not make a lawful refund dependent solely on an arbitrary “positive decision” by the Service Provider.

In the event of a dispute, the Service Provider considers the Customer’s claims in accordance with the law and these Terms.

14. INABILITY TO PROVIDE THE SERVICE

14.1.

If the Service cannot be provided for reasons beyond the Service Provider’s control, the Service Provider notifies the Customer.

14.2.

Such reasons may include:

  • lack of access to the cemetery;
  • closure of the area;
  • a prohibition imposed by the cemetery administration;
  • inability to identify the burial site unambiguously;
  • physical obstruction of access;
  • the dangerous condition of the burial site;
  • the absence of a required permit;
  • other objective obstacles.

14.3.

The parties may agree on:

  • a new completion date;
  • the provision of additional information;
  • a change to the Service;
  • partial substitution of the work;
  • termination of the contract in whole or in part.

14.4.

Any refund is determined taking into account:

  • the reason why the Service cannot be provided;
  • the part of the Service actually completed;
  • the applicable law;
  • documented expenses that may lawfully be deducted;
  • each party’s responsibility for the obstacle arising.

15. SERVICE QUALITY AND DEFECTS

15.1.

The Service Provider must provide the Service in accordance with the contract and applicable legal requirements.

15.2.

If the Customer believes that the Service was not provided properly, they have the right to submit a complaint.

15.3.

When assessing the result, the following are taken into account:

  • the scope of the selected package;
  • the condition of the burial site before the work began;
  • the objective properties of the materials;
  • weather conditions;
  • agreed limitations;
  • photographs taken before and after the work;
  • other circumstances relevant to the particular order.

15.4.

If a complaint is justified and the defect can be remedied, the Service Provider may offer to remedy it free of charge within a reasonable time, where this is consistent with applicable law.

15.5.

This section does not restrict or exclude any mandatory legal remedies available to the consumer.

16. SUBMISSION AND HANDLING OF COMPLAINTS

16.1.

The Customer may submit a complaint to:

Email: info@angelio.ee

16.2.

To facilitate faster consideration of the complaint, the Customer is advised to include:

  • the Customer’s name;
  • the order number;
  • the date of the order;
  • a description of the problem;
  • the requested remedy;
  • photographs or other supporting materials, if available.

16.3.

The Service Provider considers a consumer’s written complaint and provides a written response within 15 days of receiving the complaint, unless a different period is established by law.

16.4.

If, for objective reasons, a final response cannot be provided within that period, the Service Provider informs the Customer of the reason for the delay and the next steps in accordance with the procedure established by law.

17. LIABILITY OF THE PARTIES

17.1.

The parties are liable for breaches of their obligations in accordance with the contract and applicable law.

17.2.

The Service Provider is not liable for defects in the result caused exclusively by:

  • incorrect mandatory instructions given by the Customer;
  • hidden defects in the headstone or other structures;
  • natural deterioration of materials;
  • the actions of third parties after the work has been completed;
  • weather conditions occurring after completion of the Service;
  • circumstances that the Service Provider could not reasonably have foreseen or prevented.

17.3.

Nothing in these Terms excludes or limits the Service Provider’s liability where such exclusion or limitation is prohibited by law.

17.4.

The Service Provider is not released from liability merely because the Customer provided incomplete information if, despite an obvious ambiguity concerning the burial site, the Service Provider began the work without carrying out reasonable verification.

18. FORCE MAJEURE

18.1.

A party is released from liability for a breach of an obligation to the extent that the breach was caused by force majeure within the meaning of applicable law.

18.2.

Depending on the specific circumstances, such events may include:

  • natural disasters;
  • exceptional natural events;
  • war or armed conflict;
  • civil unrest;
  • epidemics or emergency restrictions;
  • acts of public authorities;
  • unforeseen access prohibitions or restrictions;
  • other extraordinary and unavoidable circumstances.

18.3.

The mere inclusion of an event in these Terms does not mean that it is automatically regarded as force majeure. The assessment is made in light of the specific circumstances and applicable legal requirements.

18.4.

Ordinary adverse weather conditions that objectively prevent outdoor work from being performed to an appropriate standard may justify a reasonable postponement under section 7, even if they do not constitute force majeure.

18.5.

If force majeure circumstances continue for more than 14 calendar days and further performance of the contract no longer serves a reasonable purpose, either party may terminate the contract in accordance with the procedure permitted by law.

18.6.

Upon termination of the contract, the settlement is calculated taking into account:

  • the part of the Service actually provided;
  • mandatory provisions of law;
  • reasonable expenses directly related to the specific order that may lawfully be taken into account.

19. PERSONAL DATA

19.1.

The Service Provider processes personal data to the extent necessary for:

  • processing the order;
  • performing the contract;
  • communicating with the Customer;
  • processing payments;
  • providing the photo report;
  • handling complaints;
  • fulfilling statutory obligations.

19.2.

Detailed information about the processing of personal data is provided in the Privacy Policy.

19.3.

The Service Provider does not use photographs of a specific burial site in public advertising solely on the basis that an order was placed if separate consent or another legal basis is required for such use.

20. OUT-OF-COURT SETTLEMENT OF CONSUMER DISPUTES

20.1.

If a dispute arises, the Customer and the Service Provider first seek to resolve it through negotiations and consideration of a written complaint.

20.2.

If the Customer is a consumer and the dispute cannot be resolved directly with the Service Provider, the Customer has the right to apply to the Consumer Disputes Committee (Tarbijavaidluste komisjon) operating at the Consumer Protection and Technical Regulatory Authority (Tarbijakaitse ja Tehnilise Järelevalve Amet), subject to the Committee’s jurisdiction and applicable law.

20.3.

Information about the application procedure is available on the official website of the Consumer Protection and Technical Regulatory Authority.

21. APPLICABLE LAW AND COURT PROCEEDINGS

21.1.

The contract is governed by the laws of the Republic of Estonia.

21.2.

The choice of Estonian law does not deprive the consumer of any mandatory protection granted by applicable mandatory legal provisions where those provisions apply.

21.3.

Disputes that cannot be resolved through negotiations or another procedure provided by law shall be heard by a competent court in accordance with the applicable rules of jurisdiction.

21.4.

These Terms do not restrict the consumer’s right to apply to a court or use any other remedies provided by law.

22. AMENDMENTS TO THE GENERAL TERMS

22.1.

The Service Provider may amend these Terms due to:

  • changes in legislation;
  • changes to the scope of services;
  • changes to payment methods;
  • changes to business processes;
  • the need to clarify the Terms.

22.2.

A specific order is governed by the version of the Terms that was in force and provided to the Customer when the relevant contract was concluded, unless otherwise required by mandatory law.

22.3.

A new version of the Terms does not retroactively amend an existing contract to the Customer’s detriment without a sufficient legal basis.

23. FINAL PROVISIONS

23.1.

If any provision of these Terms is found to be invalid or unenforceable, this does not in itself affect the validity of the remaining provisions.

23.2.

Section headings are provided for convenience and do not affect the meaning of the provisions.

23.3.

If these Terms conflict with mandatory provisions of law, the mandatory provisions of law shall prevail.

23.4.

If terms individually agreed with the Customer expressly differ from these General Terms, the individually agreed terms shall prevail to the extent permitted by law.

SERVICE PROVIDER DETAILS

Angelio Pro OÜ
Registry code: 14623839
Address: Kangelaste prospekt 18a-3, 20605 Narva linn, Ida-Viru maakond, Estonia
Email: info@angelio.ee
Telephone: +372 56865599
Website: angelio.ee

CUSTOMER

The natural person who concluded the distance contract by placing and confirming an order in accordance with the established procedure.

The Customer’s separate handwritten signature on these General Terms is not required where the contract is concluded at a distance by a method permitted by law.