Home Euthanasia & Cremation – Reschedule, Cancellation & Refund Policies

We operate a simple policy for all cancellations and rescheduling requests.

There are 2 levels and different terms apply - Cremation and Home Euthanasia are individual services and terms apply to each one.

- For all normal pre booked appointments between 7am & 9pm - this DOES NOT include appointments made using our Emergency out of hours service (7pm - 7am)

- Where you book your appointment using our emergency out of hours service by telephone between 7pm - 7am

Why Beloved Pets Have These Terms

We understand how difficult this time can be, and we try to help every family who reaches out to us. Our cancellation and rescheduling terms are in place because our home visits and collection services require careful clinical planning, travel preparation, and dedicated time set aside specifically for your pet.

When appointments are changed at short notice, the time, travel, and resources allocated to your booking cannot always be reassigned, and another family may lose the chance to receive help. These terms ensure that we can run a fair, reliable and compassionate service for every family while supporting the specialist care our team provides. Our out of hours fees cover the cost of providing an on‑call Vet and collection service

Appointment Cancellation & Rescheduling Terms – CHANGES MUST BE MADE BY TELEPHONE ONLY:

01200 401070 or 07538 929237 - WE DO NOT ACCEPT WHATSAPP CALLS

WE DO NOT accept cancellations or amendments by message or email.

If you contact us and we are unable to answer your call, you must leave a voicemail with your name, pets name, appointment time, and the reason for the change. Your cancellation or amendment will only be accepted once a voicemail has been received.

We understand plans can change, and we aim to be as flexible as possible. However, once your appointment window has been scheduled, our team begins preparing routes, staff allocation, and crematorium arrangements.

To ensure we can continue to offer a reliable service, the following charges apply when an appointment is cancelled or rescheduled:

These charges apply to all appointments, whether pre-booked or emergency.

Pet Collection and Home Euthanasia are individual services and charges apply to BOTH services where Euthanasia and Cremation have been booked

• You have NOT been given your collection window - No Charge
• You have been given your collection window but not been told the driver is on route - £60
• You have been notified the collection driver is on route or has arrived at your appointment - £120

The following charges will apply if you CANCEL your appointment, if:

• Before the day of your appointment - £60
• On the day of your appointment - £120

HOME EUTHANASIA - Normal Prebooked Appointments 7am - 9pm

The following charges will apply if you RESCHEDULE your appointment, if:

• You have NOT been given your appointment window - No Charge
• You have been given your appointment window but not been told the vet is on route - £60
• You have been notified the vet is on route or has arrived at your appointment - 50% Charge
• You decide not to go ahead with Euthanasia after the vet has arrived - No Refund

The following charges will apply if you CANCEL your appointment, this includes if your pet passes away before Euthanasia, if:

• You have NOT been given your appointment window - £60
• You have been given your appointment window but not been told the vet is on route - £60
• You have been notified the vet is on route or has arrived at your appointment - 50% Refund
• You decide not to go ahead with Euthanasia after the vet has arrived - No Refund
• You ask for the Vet to still attend for any reason if your pet has passed away - No Refund

OUT OF HOURS CHARGES - Normal Prebooked Appointments 7am - 9pm

• The Collection Driver or the Vet HAS NOT been despatched - Full Refund
• The Collection Driver or the Vet HAS been despatched - No Refund

PET COLLECTION and/or HOME EUTHANASIA - Booked by telephone using our Emergency Out of Hours Service 7pm - 7am

Home Euthanasia and Cremation are INDIVIDUAL services and terms apply to each service and the following charges will apply if you RESCHEDULE or CANCEL your appointment, if:

Due to the current increases and uncertaintity around fuel charges we have implemented a temporary fuel surcharge per Cremation

We retain the right to apply discretion.