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Cancellation Policy

We understand that this is a very difficult time for you and your family and that plans can change very quickly.

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We ask that should you need to cancel or change any service you have with us, that you give as much notice as possible. This allows us to offer our service to another family in need.

Cancellation Charges

In-Home or Telehealth End of Life Care Assessment Appointment

  • More than 6 hours’ notice
    A full refund will be given.

  • Between 2 and 6 hours’ notice, or notice left by email or voicemail overnight
    Your £50 deposit will be retained.

  • Less than 2 hours’ notice
    No refund will be given

If at a home assessment, you have decided that euthanasia at that time is appropriate you will be refunded/charged any difference in the appointment cost.

In-Home Euthanasia Appointment

If your pet has not yet passed away and you need to cancel

  • More than 6 hours’ notice
    A full refund will be given for both the euthanasia and cremation costs.

  • Between 2 and 6 hours’ notice, or notice left by email or voicemail overnight
    Your £50 deposit will be retained.

  • Less than 2 hours’ notice
    A refund will be given for cremation costs only.

 

If your pet has already passed away

Refunds depend on whether you would still like the collection and cremation to go ahead.

 

If you do not wish your pet to be  collected for cremation

  • More than 2 hours’ notice, or notice left by email or voicemail overnight
    A full refund of both euthanasia and cremation costs.

  • Over 1 and less than 2 hours’ notice
    A 25% refund of the euthanasia cost will be given, along with a full cremation refund.

  • Less than 1 hour’s notice
    A refund will be given for cremation costs only.

 

If you would still like the collection and cremation to proceed

This will need to be confirmed with the vet first. If collection is no longer possible, you will need to arrange this directly with the cremation company.

If collection and cremation can still go ahead, the Vet will call you to confirm a mutually convenient time

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  • More than 2 hours’ notice, or notice left by email or voicemail overnight

  • A 50% refund of the euthanasia cost will be given. 

  • Between 1 and 2 hours’ notice
    A 25% refund of the euthanasia cost will be given.

  • Less than 1 hour’s notice
    No refund will be given.

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