Terms and Conditions

Home visit policy

This is primarily a home visit euthanasia service. We are happy to offer quality of life discussions and give second opinions for your pet if you wish. We do not have access to a lot of investigatory equipment or immediate access to a lot of pharmaceuticals and so should not be used as an emergency service. If your pet needs immediate veterinary attention, you should call your private vets out-of-hours service.

Payment policy

Payment is due at the time of services being provided. Non-refundable deposits may be taken at the time of appointment arrangement for out-of-catchment bookings. Payment can also be taken at the beginning of the home visit.

Payment methods are cash or credit/debit card. We cannot accept cheques.

We have a mobile card machine and can take card payments at the visit or over the phone.

Appointment rescheduling and cancellations

Please give as much notice of a reschedule or cancellation as possible, to avoid incurring a cost.

If you cancel within 30 minutes of the appointment time, or if you are not present at the arranged time, then a cancellation fee is due i.e. 50% of the visit cost – this covers travel and time.

If we visit and have a good and useful discussion about your pet’s quality of life that clarified many of your questions and made you realise now is not the time, then this would be chargeable at the full visit price.

Ashes return

We make every effort to arrange return of a deceased pet’s ashes to the address where the euthanasia took place. We will make one pre-arranged delivery attempt at an agreed time. Ashes are usually returned within 10 to 14 days of the euthanasia.

If return proves to be difficult to arrange, or if the owner fails to be present at the pre-arranged time of delivery, then we will hold the ashes for a period not exceeding 12 months. After this time, they will be disposed of according to regulations.

If the owner requests a second or third delivery attempt, a further delivery charge may be incurred depending on the circumstances.

Insurance claims

Few, if any, insurance policies cover home visits for euthanasia unless it can be shown that the animal should not be moved for health reasons. It is best to assume you are not covered.

Please contact your insurance company.

We cannot make direct claims from the insurance company.

Abandoning a visit on arrival

We reserve the right to abandon a pet euthanasia (before we have started) during the visit. In this event, 50% of the home visit charge will be retained to cover time and expenses.

The circumstances causing abandonment include (but are not limited to)

  • Genuine emergencies (in non-end-of-life patients) requiring prompt hospitalised treatment.
  • Where we have safety concerns, e.g. pets considered aggressive and potentially dangerous.
  • A recognition that the contract to visit was based on false information received or given.

Privacy policy

All personal data is held securely and will not be divulged to third parties without your express written consent e.g. if you wish us to inform your usual vet of your pet’s passing.