1 What We Offer

• We provide private, individual cremations — each pet is cremated alone, and only their ashes are returned to their family.
• Ashes will be returned in a basic container unless you have selected a custom urn or keepsake at checkout.
• Personalised items such as engraved memorials or used keepsakes are non-returnable and non-refundable once production has started.
• Add-ons such as paw prints or fur samples are available on request. While we always try to fulfil these, in rare cases this may not be possible due to the condition of the pet or technical limitations — in such cases the additional cost will be refunded.

2 Reserving a Farewell & Making Payment

• Services must be paid in full before your booking is confirmed.
• Cancellations on the day of collection incur a £50 fee, as resources will have already been dispatched.
• Cancellations with more than 24 hours' notice may be eligible for a partial or full refund.
• If our team arrives more than 5 hours beyond your agreed collection window, we may offer a gesture of goodwill refund of up to £50, at our sole discretion.

3 Preparing for Collection

• You don't need to do anything special before we arrive, but placing your pet in a soft blanket or box is appreciated.
• If there are items you wish to keep — collars, toys, blankets — please remove them before our team arrives. We cannot return any items left with your pet.
• Our team must be able to access the property at the arranged time. Missed or delayed access may result in rescheduling or additional charges.

4 How and When You'll Receive the Ashes

• Ashes are usually delivered within 5–10 working days via secure, tracked courier or by our in-house delivery team.
• We do not offer weekend or bank holiday deliveries.
• It is your responsibility to ensure the delivery address is correct. We are not liable for losses or delays due to inaccurate delivery details.
• Once the ashes leave our care via a courier, responsibility passes to the courier and recipient.

5 Storing Ashes If Not Collected

• If we are unable to deliver the ashes or they are returned to us, we will keep them safe for up to six months.
• After this period, and after all reasonable efforts to contact you, we may respectfully scatter or dispose of the ashes without further notice.

6 Our Commitments and Limits

• Our total liability is limited to the amount you paid for the service.
• We are not liable for emotional or consequential loss, or for outcomes beyond our control (e.g. issues with paw print recovery or delayed deliveries).
• These terms do not limit our liability for death or personal injury caused by our negligence, or for any matter which cannot be excluded under UK law.

7 How We Use Your Personal Information

• We collect only the data needed to carry out our service and communicate with you effectively.
• All data is handled in accordance with UK data protection laws, including the UK GDPR and the Data Protection Act 2018.
• We do not share your information with third parties unless necessary (e.g. with couriers or payment processors).

For full details, please read our Privacy Policy.

8 Using Our Website

• You agree to use our website lawfully and not misuse its features or content.
• All logos, images, and content are the intellectual property of My Pet Farewell and may not be used without written permission.
• We reserve the right to change, suspend, or limit access to our website or services at any time.

9 Memorial Products and Extras

• Once a memorial product has been customised or used, it cannot be returned or exchanged.
• Product photos on the website are for reference only. There may be minor variations due to materials and finishing techniques.
• If you receive a damaged or faulty item, please notify us within 48 hours of delivery so we can investigate and resolve the issue.

10 Service Interruptions or Delays

• We may need to pause or delay services during public holidays, extreme weather, or unexpected circumstances.
• In such cases, we will keep you informed and do our best to minimise disruption.

11 Legal Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be settled under the exclusive jurisdiction of the English courts.

12 Contact Details

• Email: support@mypetfarewell.com
• Website: www.mypetfarewell.com
• Post: My Pet Farewell, Office 181, 60 Tottenham Court Road, London, W1T 2EW

13 Policy Updates

We may occasionally update these Terms. Changes will be published on our website and take immediate effect. Your continued use of our services confirms your acceptance of the latest version.