We understand this is a difficult and emotional time, and that your pet’s condition can change quickly.
Our policy is designed to be fair to families while also allowing us to manage our limited appointment availability and be there for others in need.
1. Natural Passing with Cremation Services
If your pet passes away naturally before our arrival but you still wish for us to provide Cremation Services:
- We will still attend your home for a Home Collection.
- Your original payment will be adjusted: The Euthanasia Fee will be refunded, and our standard Transport & Home Collection Fee (as listed on our pricing page) will be applied in its place.
- We will then proceed with the cremation as originally planned.
2. Standard Cancellations (More than 4 hours notice)
If you need to cancel your appointment for any reason more than 4 hours before the scheduled time, you will receive a full refund of all applicable fees. We appreciate as much notice as possible so we can offer your time slot to another family.
3. Late Cancellations (Between 4 hours and 60 minutes of appointment)
If a cancellation occurs between 4 hours and 60 minutes of the scheduled appointment, a $150 Reservation Fee is retained. The remainder of your payment will be refunded. This fee helps cover the time that was reserved exclusively for your family, which may have prevented us from assisting another pet in need.
4. Arrival at Home / No Show / Short-Notice Natural Passing (Within 60 minutes of appointment)
Because our service includes travel and preparation time, appointments that cannot proceed within 60 minutes of the scheduled start time (e.g., your pet has already passed and you no longer require our services, or no one is available to answer the door when we arrive) may incur an Short-Notice Cancellation Fee of $250. Note: If your pet has passed and you still wish to proceed with cremation services, please refer to Section 1.
*All refunds are processed automatically back to the original payment method used at the time of booking. Please allow 3-5 business days for the funds to appear in your account, depending on your bank’s policies.
If you are unsure or your situation changes, please contact us as soon as possible — we will always do our best to be understanding and help where we can.