Frequently asked questions ​

We've compiled answers to the some of most commonly occurring questions that we've been asked. You can find them below.

General ​

How can I view the current operational status of Heavana? ​

We have a status and incident page. To view it… click here

Where can I view the privacy policy? ​

To view the privacy policy… click here.

Where can I view the terms of service? ​

To view the terms of service… click here.

Localization ​

Which countries does Heavana support? ​

Heavana is available in the USA, Canada, UK, Ireland, Australia and New Zealand. Overseas territories are not supported.

Is Heavana available in other languages? ​

No. Heavana is only available in English.

Can I use Heavana in multiple countries? ​

Heavana does not support organizations operating in many countries. If this scenario applies to your organization, then we suggest that you create separate organizations for each country that you operate within. If you are concerned about pricing, then please get in touch with us.

Payments ​

How are payments and billing handled by Heavana? ​

We use a trusted payment provider called Stripe to handle all billing activities, as well as VAT, GST and sales tax. Stripe is PCI-compliant.

Which payment types are supported? ​

You can use credit and debit cards, as well as Apple Pay or Google Pay.

Can I upgrade my plan or switch to monthly / annual offering? ​

Yes, you can upgrade or switch at any time.

Can I downgrade my plan? ​

Yes, however you must not have more members in your organization, or have used more storage space than the desired plan allows.

Stripe Connect ​

Do I have to use Stripe Connect? ​

No. If you only want to take payments in person or via bank transfer, then you do not need to use Stripe Connect.

What benefits does Stripe Connect offer over offline payments? ​

There are many benefits to using Stripe Connect. At a high level, it streamlines the process and avoids you needing to take payments manually or ask for card details. Additional benefits include:

• Built-in fraud detection.
• Issuing of partial or full refunds.
• Additional charging (when necessary).
• Financial dashboard with reporting.
• Prepare paperwork for tax purposes.
• Integration with accounting software.
• Branded checkout with name and logo.
• Automatically updates funeral status to paid.

Can I enable other payment types for my account? ​

We have locked payment types to those that support immediate charging and confirmation. If you feel a payment type has been excluded that supports these conditions, then please let us know.

Does Heavana charge a fee for online payments? ​

No. We do not charge an additional fee for you to use Stripe Connect.

What fees does Stripe charge for accepting payments? ​

At the time of writing (June 2023), the following fees were charged for national payments. International payments carry additional fees.