We work with two trusted mortuaries that are registered with NSW Health and both are owned by Independent Mortuary Services. They are where your loved one is cared for with dignity. The locations are:

• 5/186 Hartley Road, Smeaton Grange NSW 2567 — near Narellan and in South Western Sydney

• 1/5 Joule Place, Tuggerah NSW 2259 — on the Central Coast

If an unattended cremation (or cremation-only service) is required, and the family provides written consent, when most practical, we usually propose that it take place at:

Macarthur Grange Chapel and Crematorium, 6/186 Hartley Road, Smeaton Grange NSW 2567

Alternatively, we are able to work with a local crematorium in the areas that we service.

PRIVACY POLICY

Introduction
Marc and Friends ABN 32 193 287 266 (“we”, “us”, “our”) is committed to protecting your privacy and ensuring compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, use, disclose, and store your personal information. By providing your personal information to us, you agree to this Privacy Policy. If you do not agree, please do not provide your personal information or use our services.

1. Collection of Personal Information
We collect personal information to provide, improve, and promote our services. The types of personal information we may collect include:
• Name, address, phone number, and email address;
• Payment details such as credit card information;
• Information related to the services you have requested;
• Feedback, preferences, or communication history with us;
• Sensitive information where required, such as for health-related services (with your consent).

We will only collect personal information by lawful and fair means, directly from you, unless it is unreasonable or impracticable to do so.

2. Use of Personal Information
We use your personal information to:
• Provide the services or products you request;
• Respond to your inquiries and communicate with you;
• Process payments and manage billing;
• Improve our services and customer experience;
• Comply with legal obligations and protect our legal interests;
• Conduct research and share personal stories—if you provide your personal story via our survey and give explicit consent, we may publish your story (with your name or pseudonym as provided) as part of our research findings. Light editing for clarity or brevity may be undertaken, while ensuring the essence of your story is maintained.
• Carry out direct marketing purposes (you can opt-out at any time).

3. Disclosure of Personal Information
We may disclose your personal information to:
• Third-party service providers (e.g., payment processors, IT support);
• Regulatory bodies or government agencies, where required by law;
• Other organisations with your consent.

If you provide your personal story and consent to its publication, your information will only be shared publicly as described in section 2.

We take reasonable steps to ensure that these third parties comply with the Australian Privacy Principles and use your information only for the purposes for which it was provided.

4. Data Security
We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification, or disclosure. These measures include:
• Secure storage systems;
• Access controls and encryption;
• Regular security updates and audits.

When your personal information is no longer required, we will securely destroy or de-identify it.

5. Access to and Correction of Personal Information
You have the right to access the personal information we hold about you and to request corrections if it is inaccurate, incomplete, or out of date. To make a request, please contact us using the details below. We may require proof of identity and will respond within a reasonable time.

6. Overseas Disclosure
We may store or process your personal information outside Australia. When we do so, we take reasonable steps to ensure that overseas recipients comply with the Australian Privacy Principles.

7. Cookies and Online Tracking
Our website may use cookies and similar tracking technologies to improve your online experience. You can adjust your browser settings to refuse cookies, but this may affect the functionality of our website.

8. Complaints and Queries
If you have any concerns about how we handle your personal information, please contact us using the details below. We will investigate your complaint and respond within a reasonable time.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

9. Changes to this Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The latest version will be available on our website, and we encourage you to review it periodically.

Contact Us
If you have any questions or concerns about this Privacy Policy, or wish to make a request, please contact us:
Email: hello@marcandfriends.com.au
Phone: 1300 136 473

Effective Date: 24 February 2025

CANCELLATION POLICY

We understand that plans can change. A full refund is available if a cancellation is made at least one full business day before the scheduled funeral service.

The only exception is for any direct costs already incurred, such as third-party fees or customised items (e.g., floral arrangements, venue bookings, or personalised keepsakes). In such cases, these costs must be paid prior to cancellation.

No justification for the cancellation is required.

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DISPUTE RESOLUTION POLICY

If you have a concern about our services, please contact us promptly via phone, email, or in writing with specific details. We will acknowledge your concern within 1 business day and aim to resolve it within 5 business days. Resolution may include a formal explanation, correction of errors, or a refund if appropriate. If unresolved, the matter can be escalated to a senior manager or referred to independent mediation.

If you have a concern about our services, please contact us promptly via phone, email, or in writing with specific details. We will acknowledge your concern within 1 business day and aim to resolve it within 5 business days. Resolution may include a formal explanation, correction of errors, or a refund if appropriate. If unresolved, the matter can be escalated to a senior manager or referred to independent mediation.

TERMS AND CONDITIONS OF PROMOTIONS

Promotions are valid only for the specified time frame and eligible services or products as outlined. They are non-transferable, cannot be exchanged for cash, and cannot be combined with other offers unless stated. Cancellations are subject to our cancellation policy, with refunds adjusted for any promotional discounts. We reserve the right to modify or withdraw promotions at any time, with existing commitments honoured.

At Marc & Friends, we are committed to providing excellent service. However, if you are dissatisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue promptly and improve.

How to Make a Complaint

You can raise a complaint by:

Email or phone 1300 136 473

Please include:

• Your name and contact details

• A description of the issue

• Any relevant dates, receipts, or supporting documents

How We Handle Complaints

Acknowledgement: We will confirm receipt of your complaint within 2 business days.

Investigation: We will review the matter carefully, which may involve speaking with relevant parties or reviewing records.

Resolution: We aim to provide a fair response within 5 business days. If more time is needed, we will keep you informed.

Escalation

If you are not satisfied with our response, you may seek guidance from a relevant external body, such as NSW Department of Fair Trading.

We value your feedback and appreciate the opportunity to resolve concerns professionally and fairly.

© 2025 Marc Allison t/a Marc and Friends. All rights reserved.

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You may view, download, and print content for personal, non-commercial use only, provided you do not modify the material and retain all copyright and proprietary notices. Any other use, including reproduction, distribution, adaptation, or transmission of any content, requires prior written permission from Marc Allison.

For copyright enquiries, please contact: hello@marcandfriends.com.au

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