Terms and Conditions

CremationPets.co.uk is operated by CremationPet. In these Terms and Conditions ("Terms"), "CremationPets", "we", "us" and "our" refer to CremationPet.

These Terms govern how you use our website and how we provide pet cremation, collection and memorial services to you.

By using our website, submitting an enquiry, requesting a quote or booking a service with us, you agree to be bound by these Terms. If you do not agree with them, please do not use our website or services.

These Terms apply alongside any specific details we confirm with you when a service is booked, such as collection arrangements, pricing or timing.

CremationPets provides individual and communal pet cremation, home and veterinary collection, and memorial products and services across the areas we cover.

We arrange collection, cremation and, where selected, the return of ashes and memorial items. Some parts of a service may be delivered by trusted collection or cremation partners acting on our behalf.

If you are booking on behalf of a veterinary practice or another organisation, you confirm that you are authorised to do so and to accept these Terms on that organisation's behalf.

This website is provided for general information about our services, pricing and process, and to allow you to request a quote or get in touch with us.

We aim to keep information on this website accurate and up to date, but details such as pricing, availability and service areas may change and should be confirmed with us directly before you rely on them.

You must not misuse this website, including attempting to gain unauthorised access to it, introducing harmful code, or using it in a way that could damage, disable, overburden or impair it.

Any price or information we give in response to an enquiry is a guide quote based on the details you provide, such as your pet's species, weight and the service selected.

A quote is not a booking confirmation. A service is only confirmed once we have agreed the details with you and, where applicable, taken any required booking information or payment.

We reserve the right to review or adjust a quote if the information provided turns out to be incomplete or inaccurate, for example if your pet's actual weight or size differs materially from what was given at the time of the enquiry. We will always discuss any change with you first.

By instructing us, you confirm that you are the owner of the pet, or that you have the authority of the owner, to arrange the collection, cremation and any memorial service requested.

You must provide accurate and complete information about your pet and about you, including:

• your name, contact details and collection or billing address
• your pet's species, breed, approximate size and weight
• the service and any memorial products you would like to arrange
• any relevant access, safety or health information about the collection location

Collection may be arranged from your home, a veterinary practice, or another agreed location, depending on the service you choose.

You are responsible for:

• providing accurate collection information and contact details
• ensuring safe and reasonable access for our collection agent
• confirming any special circumstances in advance, such as your pet's size, condition or location within the property

At the time of booking, you will select either an individual cremation (where your pet is cremated alone and ashes are returned to you) or a communal cremation (where ashes are not returned).

We rely on the instructions you give us at booking to carry out the correct service. Once collection or cremation has taken place, it may not be possible to change from a communal to an individual cremation.

Where you request a change of instructions before cremation has taken place, we will do our best to accommodate this, but it may affect timing or price depending on what has already been arranged.

Ashes are returned by hand delivery, courier or collection, as agreed with you, and are handled and identified with reasonable care throughout the process.

For individual cremations, we use reasonable industry practice to identify your pet and their ashes separately from other pets. As with any cremation process, complete separation of all particles between cremations cannot be absolutely guaranteed.

Memorial products, such as urns, caskets, plaques and keepsakes, are supplied as described at the time of order. Natural materials such as wood, stone and ceramic may vary slightly in colour, grain or finish from any image shown.

If you ask us to keep, dispose of, or return a personal item (such as a collar or blanket) alongside your pet, please tell us clearly at the time of collection so we can note your instructions.

The price quoted for a service is based on the details provided at the time of enquiry or booking, including your pet's weight and size.

• prices may vary depending on collection location and any memorial products selected
• any price change resulting from inaccurate information will always be discussed with you before we proceed
• where a deposit or full payment is required to confirm a booking, this will be made clear before you are asked to pay
• payment can be made by the methods shown to you at the time of booking
• we do not store full card details; payments are processed securely through our payment provider

We understand that circumstances can change quickly, particularly during a difficult time. This section explains your rights to change or cancel a booking, and ours.

We aim to carry out collection, cremation and ashes return within the timeframes discussed with you, but these are estimates rather than guarantees.

Delays can occasionally occur due to factors including weather, traffic, high demand, veterinary practice availability, or circumstances beyond our reasonable control. Where we become aware of a likely delay, we will let you know as soon as reasonably possible.

We will provide our services with reasonable care and skill, in line with the Consumer Rights Act 2015 and other applicable consumer protection law.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under applicable law.

Subject to the above, our liability for any loss arising from a service is limited to the price paid for that service, and we are not responsible for indirect or unforeseeable losses.

These Terms do not affect your other statutory rights as a consumer.

If anything about your experience with us falls short, please tell us. We take complaints seriously, particularly given the sensitive nature of our services, and will aim to respond promptly and resolve matters fairly.

• contact us using the details in Section 18, including your booking reference where possible
• we will acknowledge your complaint and aim to keep you updated while we look into it
• where we are unable to resolve a complaint directly, we will explain any further options available to you

The content on this website, including text, images, graphics and the CremationPets name and logo, belongs to us or our licensors and is protected by intellectual property law.

You may view and print pages from this website for your own personal, non-commercial use. You must not copy, reproduce, republish or otherwise use any content for commercial purposes without our prior written permission.

This website may contain links to third-party websites or services, such as payment providers or partner organisations. These are provided for convenience only, and we are not responsible for the content, accuracy or practices of any external website.

Use of any external website or service is subject to that website's own terms and privacy practices.

How we collect, use and protect personal data is explained in our Privacy Policy, which forms part of the basis on which we provide our services to you.

We may update these Terms from time to time, for example to reflect changes in our services, pricing structure or applicable law.

The revised version will be published on this website with an updated "last updated" date. Where a booking has already been confirmed, the Terms that applied at the time of booking will continue to apply to that service, unless a change is required by law.

If any part of these Terms is found to be invalid or unenforceable, the remaining Terms will continue to apply in full.

These Terms are governed by the law of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, without affecting any mandatory consumer protections that apply in your country of residence.

For any questions about these Terms, please contact us:

CremationPets

[email protected]

United Kingdom