Legal

Terms and conditions of use

The terms that apply when you use Metadoron.

Terms and Conditions

Effective Date: 22nd July 2026 Business Name: Metadoron Pty Ltd Trading Name: Metadoron ABN/ACN: [Insert ABN/ACN] Website: metadoron.com Contact Email: [email protected]

1. About These Terms

These Terms & Conditions govern your use of our posthumous message, gift and delivery service.

By purchasing, subscribing to, uploading content to, or otherwise using our Service, you agree to be bound by these Terms.

If you do not agree with these Terms, you must not use the Service.

2. Important Notice

Our Service is designed to assist customers to arrange the delivery of messages, gifts, cards, digital content and related items after their death.

We are not a law firm, trustee company, executor service, funeral provider, financial adviser, estate planner, bank, insurer, or licensed financial product provider unless expressly stated in writing.

The Service is not a substitute for:

  • a will;

  • an enduring power of attorney;

  • an estate plan;

  • a trust;

  • superannuation beneficiary nomination;

  • funeral plan;

  • insurance policy;

  • legal advice;

  • financial advice; or

  • tax advice.

You should seek independent legal, financial and estate planning advice before using the Service.

3. Definitions

In these Terms:

Business, we, us or our means Metadoron Pty Ltd.

Customer, you or your means the person who purchases or uses the Service.

Recipient means any person nominated by you to receive a message, gift, item or delivery.

Executor means the executor, administrator, legal personal representative or authorised person responsible for your estate after your death.

Trigger Event means our reasonable verification of your death.

Message means any written, audio, video, photographic or digital communication uploaded, stored or provided by you.

Gift means any physical or digital item nominated by you for delivery to a Recipient.

Delivery Item means a Message, Gift, card, package, digital file or other item to be delivered under the Service.

Service means the posthumous message, gift and delivery service provided by us.

Service Fee means the fee charged by us for administering, storing, managing and delivering the Service.

Delivery Funds means money paid by you for the purchase, preparation, storage or delivery of Delivery Items.

4. Eligibility

To use the Service, you must:

  • be at least 18 years old;

  • have full legal capacity;

  • provide accurate and current information;

  • have authority to provide information about nominated Recipients;

  • use the Service for lawful purposes only; and

  • not provide any content that is unlawful, defamatory, abusive, threatening, misleading, discriminatory, or infringes another person's rights.

5. Nature of the Service

We provide a service that allows you to:

  • nominate Recipients;

  • prepare Messages;

  • select or fund Gifts;

  • provide delivery instructions;

  • update instructions during your lifetime;

  • prepay Service Fees and Delivery Funds;

  • nominate verification contacts; and

  • arrange for Delivery Items to be sent after the Trigger Event.

We will use reasonable efforts to perform the Service in accordance with your confirmed instructions and these Terms.

6. No Guarantee of Emotional Outcome

You acknowledge that posthumous messages and gifts may be emotionally sensitive.

We do not guarantee that any Recipient will:

  • accept a Delivery Item;

  • appreciate a Delivery Item;

  • respond positively;

  • understand your intention;

  • be contactable;

  • be alive at the time of delivery; or

  • be willing to receive communications from us.

We are not responsible for emotional distress, family disagreement, disputes, disappointment, grief responses or unintended emotional consequences arising from delivery of your Delivery Items.

7. Account Registration

You may be required to create an account to use the Service.

You are responsible for:

  • keeping your login details secure;

  • ensuring your information is accurate and updated;

  • notifying us of any unauthorised access;

  • maintaining current Recipient and verification contact details; and

  • reviewing your instructions periodically.

We are not responsible for failed delivery caused by outdated, incomplete or incorrect information provided by you.

8. Customer Instructions

You may provide instructions about:

  • the identity of Recipients;

  • delivery timing;

  • delivery method;

  • selected Gifts;

  • Message content;

  • priority order of delivery;

  • substitute Gifts;

  • unused funds;

  • verification contacts;

  • executor contact details; and

  • what should happen if delivery is not possible.

Your instructions must be clear, lawful and practically capable of being performed.

We may refuse, suspend or amend instructions where they are:

  • unlawful;

  • unsafe;

  • offensive;

  • abusive;

  • discriminatory;

  • defamatory;

  • misleading;

  • impossible to perform;

  • likely to cause harm;

  • inconsistent with these Terms; or

  • likely to expose us to legal, regulatory, reputational or operational risk.

9. Verification of Death

We will not commence posthumous delivery until we have reasonably verified your death.

Verification may include one or more of the following:

  • official death certificate;

  • notification from your Executor;

  • confirmation from a solicitor;

  • confirmation from a hospital, aged care facility, coroner, funeral director or government agency;

  • confirmation from nominated verification contacts;

  • publicly available death notice;

  • identity documentation; or

  • any other information we reasonably require.

We may delay delivery until we are reasonably satisfied that the Trigger Event has occurred.

We are not liable for delay caused by incomplete, disputed, unclear or unavailable verification.

10. Prepaid Funds

You may prepay amounts for:

  • Service Fees;

  • Gift purchase;

  • packaging;

  • postage;

  • courier fees;

  • storage;

  • administration;

  • digital hosting;

  • identity verification;

  • Recipient tracing; and

  • other agreed delivery-related costs.

Unless expressly stated otherwise, prepaid amounts are not held as a bank deposit, investment product, insurance product, funeral bond, funeral plan or financial product.

We will apply prepaid amounts for the purposes described in these Terms and your confirmed instructions.

11. Fund Holding and Interest

Unless otherwise required by law or expressly agreed in writing:

  • prepaid funds may be held in a separate business account or nominated client funds account;

  • funds may be pooled with funds from other customers;

  • funds will not earn interest for you;

  • any interest earned will be retained by us to help cover administration, account-keeping and operating costs;

  • funds are not guaranteed by any government scheme;

  • funds may be subject to insolvency risk; and

  • we may deduct agreed fees and charges.

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12. Fees and Charges

Our fees may include:

  • account set-up fee;

  • annual storage fee;

  • administration fee;

  • message storage fee;

  • gift sourcing fee;

  • packaging fee;

  • delivery fee;

  • international delivery surcharge;

  • Recipient tracing fee;

  • cancellation fee;

  • amendment fee;

  • reactivation fee;

  • failed delivery fee; and

  • other fees disclosed at the time of purchase.

All fees are stated in Australian dollars unless otherwise specified.

Fees are inclusive of GST unless stated otherwise.

13. Price Changes and Inflation

You acknowledge that the cost of Gifts, postage, courier services, storage, technology, administration and related services may increase over time.

If the prepaid amount allocated to a Delivery Item is insufficient at the time of delivery, we may, acting reasonably:

  • deliver a lower-cost substitute;

  • reduce the value or size of the Gift;

  • request additional funds from your Executor or estate;

  • use funds from another allocation if authorised by you;

  • deliver a gift card or equivalent item;

  • deliver only the Message component;

  • refund any unused amount to your estate where practicable; or

  • treat the Delivery Item as undeliverable.

We do not guarantee future prices unless expressly agreed in writing.

14. Gift Availability and Substitution

If a nominated Gift is unavailable, discontinued, illegal to deliver, impractical, unsafe, perishable, restricted, or materially more expensive than anticipated, we may substitute it with a reasonably similar item.

Where possible, we will follow any substitute instructions you have provided.

If no substitute instructions are available, we may select an appropriate substitute of similar value, deliver a gift card, or treat the item as undeliverable.

15. Prohibited Items

You must not use the Service to deliver or store:

  • weapons;

  • drugs or prohibited substances;

  • dangerous goods;

  • cash unless expressly agreed;

  • alcohol where delivery would breach applicable law;

  • tobacco or vaping products;

  • sexually explicit material;

  • unlawful material;

  • defamatory content;

  • threatening content;

  • abusive content;

  • material encouraging self-harm or harm to others;

  • confidential documents you are not authorised to disclose;

  • another person's personal information without lawful basis; or

  • any item we reasonably determine is unsuitable.

We may refuse to store, purchase or deliver prohibited items.

16. Digital Content

You retain ownership of your uploaded content.

You grant us a limited licence to store, copy, process, access, review, transmit and deliver your content for the purpose of providing the Service.

You warrant that:

  • you own or have permission to use the content;

  • the content does not infringe copyright, privacy, confidentiality or other rights;

  • the content is not defamatory, unlawful or misleading;

  • the content is not intended to harass, threaten or harm a Recipient; and

  • the content complies with these Terms.

17. Content Review

We do not review all content before accepting it.

However, we may review content where we consider it necessary for legal, safety, operational, compliance or delivery reasons.

We may refuse to deliver content that we reasonably consider inappropriate, unlawful, harmful, offensive, discriminatory, defamatory, unsafe, exploitative, misleading, or likely to expose us to legal or reputational risk.

18. Delivery Timeframes

After the Trigger Event, we will use reasonable efforts to deliver Delivery Items in accordance with your instructions.

Delivery timeframes are estimates only.

Delivery may be delayed by:

  • death verification;

  • inability to contact your Executor;

  • inability to locate Recipients;

  • supply issues;

  • courier delays;

  • international shipping delays;

  • customs requirements;

  • technology failures;

  • payment shortfalls;

  • family or estate disputes;

  • legal claims;

  • public holidays;

  • natural disasters;

  • pandemics;

  • cyber incidents; or

  • other events outside our reasonable control.

19. Recipient Contact Details

You are responsible for ensuring that Recipient contact details are accurate and current.

We may attempt to locate a Recipient using:

  • your provided details;

  • nominated alternate contacts;

  • publicly available records;

  • Executor assistance;

  • reasonable online searches; or

  • third-party tracing services where appropriate.

We are not required to conduct extensive searches unless you have paid for, and we have agreed to provide, that service.

20. Failed Delivery

Delivery may fail if:

  • the Recipient cannot be located;

  • the Recipient has died;

  • the Recipient refuses delivery;

  • the address is incorrect;

  • delivery is prohibited by law;

  • the Gift is unavailable;

  • customs restrictions apply;

  • funds are insufficient;

  • content is unsuitable; or

  • delivery would create unacceptable risk.

Where delivery fails, we may:

  • attempt redelivery;

  • contact your Executor;

  • contact an alternate Recipient if nominated;

  • hold the Delivery Item for a reasonable period;

  • deliver a substitute item;

  • refund unused funds to your estate where practicable;

  • donate suitable items to charity where authorised;

  • securely delete digital content; or

  • dispose of physical items after reasonable attempts have been made.

21. Cancellation by Customer

You may cancel your account or any Delivery Item during your lifetime by giving us written notice.

On cancellation, we may deduct:

  • Service Fees already earned;

  • administration costs;

  • storage costs;

  • payment processing fees;

  • third-party supplier costs;

  • non-refundable purchases;

  • custom gift costs;

  • postage or courier costs already incurred; and

  • any other charges disclosed to you.

Any refund will be calculated in accordance with these Terms and Australian Consumer Law.

Nothing in these Terms excludes your rights under Australian Consumer Law.

22. Refunds

Refunds may be available where:

  • the Service has not commenced;

  • no third-party costs have been incurred;

  • cancellation occurs during your lifetime;

  • we are unable to provide a material part of the Service;

  • required by law; or

  • otherwise agreed by us.

Refunds may not be available for:

  • completed services;

  • custom-made Gifts;

  • non-refundable third-party purchases;

  • storage already provided;

  • administration already performed;

  • change-of-mind cancellation after substantial work has commenced;

  • failed delivery caused by incorrect information provided by you; or

  • circumstances outside our reasonable control.

23. Changes to Instructions

You may update your instructions during your lifetime.

Changes are effective only when confirmed by us in writing or through our platform.

We may require identity verification before accepting changes.

Your latest confirmed instructions will override previous instructions unless stated otherwise.

24. Death Before Setup Completion

If you die before completing your account setup, we may:

  • deliver only completed Delivery Items;

  • contact your Executor;

  • refund unused prepaid amounts to your estate where practicable;

  • hold instructions pending clarification; or

  • cancel incomplete Delivery Items.

25. Executor and Estate Cooperation

Your Executor may need to cooperate with us after your death.

This may include providing:

  • proof of death;

  • proof of identity;

  • probate or letters of administration where required;

  • contact details for Recipients;

  • payment of any shortfall;

  • instructions about unused funds;

  • confirmation of estate authority; and

  • assistance resolving disputes.

We may refuse to act on instructions from a person who cannot demonstrate appropriate authority.

26. Disputes Involving Family Members or Estate

If a dispute arises involving your family, estate, Executor, beneficiaries or Recipients, we may suspend delivery until the dispute is resolved.

We may require:

  • written agreement between relevant parties;

  • court order;

  • legal advice;

  • indemnity from the estate;

  • further verification; or

  • other reasonable assurance.

We are not responsible for resolving estate or family disputes.

27. Business Continuity

If we sell, transfer, restructure, merge or assign our business, we may transfer customer accounts, records, prepaid obligations and service arrangements to a successor provider, provided the successor agrees to assume those obligations.

If we cease trading and cannot transfer the Service, we will use reasonable efforts to:

  • notify customers;

  • provide access to stored content;

  • refund unused funds where practicable;

  • transfer records to an alternative provider where available; or

  • otherwise deal with records and funds in accordance with law.

28. Maximum Service Period

Unless otherwise agreed in writing, our obligation to store and deliver Delivery Items ends 30 years after the date you first purchase the Service.

After that period, we may:

  • contact you for renewal;

  • charge additional storage fees;

  • cancel undelivered Delivery Items;

  • refund unused funds where practicable;

  • securely delete digital content; and/or

  • dispose of physical items.

29. Account Dormancy

If we cannot contact you for 5 years, your account may be treated as dormant.

We may take reasonable steps to contact you using your last known contact details.

If your account remains dormant, we may:

  • continue storage subject to available funds;

  • deduct storage and administration fees;

  • suspend services;

  • require reactivation; or

  • close the account in accordance with these Terms and applicable law.

30. Privacy

We handle personal information in accordance with our Privacy Policy.

By using the Service, you consent to our collection, storage, use and disclosure of personal information for the purpose of providing the Service.

This may include personal information about you, your Recipients, your Executor, verification contacts and other persons named in your instructions.

31. Security

We will take reasonable steps to protect stored information and digital content.

However, no digital storage, cloud service, communication system or delivery method is completely secure.

You acknowledge the risk of:

  • unauthorised access;

  • cyberattack;

  • data loss;

  • corruption;

  • platform failure;

  • technology obsolescence; and

  • accidental disclosure.

32. Intellectual Property

All platform content, branding, software, systems, workflows, templates, processes and materials created by us remain our intellectual property.

You must not copy, reverse engineer, reproduce, modify or commercially exploit our intellectual property without our written consent.

33. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.

Where permitted by law, our liability for breach of a consumer guarantee is limited to:

  • re-supplying the Service;

  • paying the cost of having the Service supplied again; or

  • refunding the amount paid for the affected Service.

34. Limitation of Liability

To the maximum extent permitted by law, we are not liable for:

  • indirect loss;

  • consequential loss;

  • emotional distress;

  • grief-related harm;

  • loss of opportunity;

  • loss of data where reasonable backups were maintained;

  • family disputes;

  • estate disputes;

  • delivery delays;

  • Recipient refusal;

  • incorrect information provided by you;

  • supplier failure;

  • courier failure;

  • technology failure outside our reasonable control;

  • changes in law;

  • price increases;

  • unavailable Gifts; or

  • events outside our reasonable control.

35. Indemnity

You indemnify us against claims, losses, costs, damages and expenses arising from:

  • your breach of these Terms;

  • unlawful content provided by you;

  • inaccurate information provided by you;

  • claims by Recipients, family members, beneficiaries or estate representatives;

  • intellectual property infringement;

  • privacy breaches caused by information you provide without authority;

  • defamatory content;

  • harmful or offensive content; and

  • your instructions.

36. Force Majeure

We are not liable for failure or delay caused by events outside our reasonable control, including:

  • natural disasters;

  • fire;

  • flood;

  • pandemic;

  • war;

  • terrorism;

  • civil unrest;

  • strike;

  • courier disruption;

  • supplier failure;

  • cyberattack;

  • government action;

  • electricity failure;

  • telecommunications failure;

  • platform outage; or

  • changes in law.

37. Suspension or Termination by Us

We may suspend or terminate your account if:

  • you breach these Terms;

  • you provide false or misleading information;

  • payment fails;

  • your content is unlawful or unsafe;

  • your instructions are impossible or inappropriate;

  • continuing the Service creates legal, regulatory, operational or reputational risk;

  • required by law; or

  • we cease offering the Service.

Where appropriate, we will provide reasonable notice.

38. Complaints

If you have a complaint, please contact us at:

Email: [email protected] Phone: [Insert phone] Address: PO Box 19, Kingsford NSW 2032

We will aim to acknowledge complaints within 5 business days and respond within 30 days.

39. Changes to These Terms

We may update these Terms from time to time.

If changes are material, we will take reasonable steps to notify you.

The version of the Terms applicable to your account will be the version accepted by you, unless the change is required by law or is reasonably necessary to protect the Service, customers, Recipients or us.

40. Governing Law

These Terms are governed by the laws of New South Wales, Australia.

The parties submit to the non-exclusive jurisdiction of the courts of New South Wales.