Terms and Conditions for Pet Cremation UK

1. Services Provided

We offer individual cremation only, ensuring that your pet is cremated alone and that only their ashes are returned to you.

Ashes are returned in a standard container or in any urn or keepsake you may purchase from us separately.

All memorial products are non-refundable once used or personalised (e.g. engraved).

2. Bookings, Payment & Cancellations

Full payment is required in advance of the scheduled collection. Bookings are only confirmed once payment has been received.

A £60 same-day cancellation fee applies if you cancel on the day of your scheduled collection.

If we arrive more than four hours later than the end of your agreed collection window, we may offer a goodwill refund of up to £60 (equivalent to the collection fee), issued entirely at our discretion.

3. Collection of Your Pet

No special preparation is required prior to collection, though we recommend placing your pet in a blanket or box where possible.

If you wish to retain any personal items (such as collars or toys), please ensure these are removed prior to collection, as we are unable to return any items left with your pet.

We accept no responsibility for items provided with the pet and reserve the right to cremate or respectfully dispose of them.

Paw prints and fur clippings: We understand how meaningful these keepsakes can be. Our crematorium team will always endeavour to recover a paw print and/or fur clipping where requested. However, in some instances, this may not be possible due to factors beyond our control (e.g. the pet's condition on arrival or practical limitations during the cremation process). We cannot guarantee their recovery and accept no liability in cases where they cannot be provided. If you have paid extra for the paw print or fur clippings we will provide a refund for that amount.

4. Return of Ashes

Ashes are returned via a tracked courier service, typically within 5 to 7 working days of cremation.

Couriers do not deliver on weekends or bank holidays.

You are responsible for ensuring that the delivery address provided is accurate. We are not liable for failed or delayed deliveries caused by incorrect or incomplete address information.

Once ashes have been collected by the courier, liability transfers to the courier and the recipient. We accept no legal responsibility for any damage, loss, or delay during transit.

5. Liability & Unclaimed Ashes

Our liability is strictly limited to the total amount paid for our service. We do not accept liability for indirect or emotional losses.

If ashes are returned to us or remain unclaimed, we will hold them for a period of 6 months. After this period, we reserve the right to respectfully scatter or dispose of them.

6. Data Protection

We collect and process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Your information will only be used to provide our services and will not be shared with third parties except where necessary (e.g. with couriers).

For further details, please refer to our Privacy Policy.

7. Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising under these terms will be subject to the exclusive jurisdiction of the courts of England and Wales.

Services Description

Pet Cremation UK ("the Platform") operates as an intermediary online marketplace connecting pet owners ("Users") with independent pet cremation service providers ("Providers"). The Platform does not directly provide cremation services. Users acknowledge that any cremation services booked through the Platform are provided solely by the selected Provider, and Pet Cremation UK bears no responsibility for the execution of these services. By using the Platform, Users agree to enter into direct contractual relationships with Providers for cremation services.

Use of Services

4.1 Our services are available to all users without the need for account registration.
4.2 You agree to provide accurate and current information when using our services.
4.3 You are responsible for any activities conducted through our platform using your information.

User Conduct

Users agree to:
5.1 Provide accurate information when using the platform.
5.2 Respect the privacy and rights of other users and service providers.
5.3 Not engage in any unlawful or fraudulent activities on the platform.

Service Provider Responsibilities

Service providers agree to:
6.1 Provide accurate information about their services and pricing.
6.2 Comply with all applicable UK laws and regulations regarding pet cremation.
6.3 Maintain appropriate licenses and insurance as required by UK law.

Fees and Payments

7.1 Pet Cremation UK charges a fee for facilitating connections between users and service providers.
7.2 All fees are clearly displayed before a transaction is completed, inclusive of VAT where applicable.
7.3 Payment processing is handled by third-party providers and subject to their terms and conditions.

Cancellation and Refund Policy

8.1 Cancellation policies may vary by service provider.
8.2 Refunds are subject to the individual service provider's policies.
8.3 Pet Cremation UK reserves the right to issue refunds at its discretion in exceptional circumstances.
8.4 These policies do not affect your statutory rights under UK consumer protection laws.

Privacy Policy

Your use of our services is governed by our Privacy Policy, which complies with UK data protection laws including the Data Protection Act 2018 and the UK GDPR. Our Privacy Policy can be found at [link to privacy policy].

Limitation of Liability

10.1 Pet Cremation UK is not responsible for the actions or services provided by third-party cremation service providers.
10.2 We do not guarantee the quality or timeliness of services provided through our platform.
10.3 Nothing in these terms excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

Intellectual Property

All content on the Pet Cremation UK website is protected by UK copyright and other intellectual property laws.

Modifications to Terms

Pet Cremation UK reserves the right to modify these Terms and Conditions at any time. Users will be notified of significant changes through our website.

Termination

We reserve the right to deny service or block access to our platform for violations of these Terms and Conditions.

Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Information

For questions or concerns regarding these Terms and Conditions, please contact us at support@petcremation.org.uk