Refund Policy

Euthanasia Refund Policy

Cancellation 48+ hours before your appointment

You may cancel or reschedule free of charge up to 48 hours before your scheduled visit. A full refund will be issued.

Cancellation within 48 hours of your appointment

A cancellation fee of £100 applies. Alternatively, you may retain your booking as credit toward a future appointment. Credit is valid for 24 months from the original booking date.

Cancellation once your vet has departed

If you cancel after your vet has left to travel to you, the full euthanasia fee (£250) will be retained. The cremation portion will be refunded at £199 (cremation fee of £240, minus a £41 handling fee).

If your pet passes away before the vet arrives

A full refund of the euthanasia fee (£250) will be issued. The cremation service remains available — please contact us and we'll take care of everything.

If your vet is unable to perform the procedure

If your vet determines on arrival that the procedure cannot safely go ahead — for example due to your pet's condition or level of distress — no charge will be made for that visit. We'll be in touch to discuss next steps and arrange a free rebook at a time that suits you.

If we need to cancel or reschedule

In the rare event that we need to cancel your appointment, you will receive a full refund or the option to rebook at no additional cost.

Rescheduling

You may reschedule free of charge as many times as needed, provided you give at least 48 hours' notice. Rescheduling with less than 48 hours' notice incurs a £41 fee. Booking credit is valid for 24 months.

Cremation Refund Policy

Cancellation before the day of collection

Full refund, regardless of notice given.

Cancellation on the day of collection

A £60 collection fee will be retained. The remainder will be refunded in full.

Pet collected by another provider

If the pet is returned to the original location, we will reschedule your collection free of charge. If you choose to proceed with the other provider, a £60 collection fee will apply.

Requesting return of your pet after collection but before cremation

This is possible. A £100 fee will apply to cover handling and transport. The pet must be collected by the customer directly from our crematorium.

Damaged packaging

A replacement will be provided at no additional cost.

Urn damage or incorrect engraving

We will replace the urn or correct the engraving at no additional cost.

Lost ashes

In the unlikely event your pet's ashes are lost, a full refund will be issued along with an additional payment equal to the cost of the service as compensation.