Refund policy

BOOKING TERMS AND CONDITIONS 

These Booking Terms and Conditions apply to bookings made with Gary Craig Ditchfield t/as Remember Me Pet Cremations [ABN 58762595327] (“we, us, our”) for any pet cremation, aftercare, and memorial services ("Services"). These Terms together with any other terms and conditions and policies we publish or link to on our website and services form an agreement with us (“Agreement”). “You” could be any client or customer of ours making a booking or using our Services. If you do not agree, you cannot make a booking.

 

SERVICES WE PROVIDE

We will perform the Services with due care, skill, and diligence. The Services will be performed personally by Rachel Ditchfield, Gary Ditchfield or by their Representatives where prior agreed. The Services are designed to provide compassionate and comprehensive aftercare for your beloved pets. These Services include the collection and transportation of pets, ensuring they are handled with the utmost care and dignity. Following cremation, we return your pet to you in the chosen urn, reflecting your personal preferences and wishes. We service the area of Moreton Bay Region, Brisbane North and Sunshine Coast, additional charges will be incurred for remote areas.

As part of our commitment to honouring your pet's memory, we offer additional keepsake options. These include creating paw prints and paw impressions, which serve as lasting tributes to your cherished companion. To further personalise your experience, we provide a tribute video service, allowing you to commemorate the special moments shared with your pet. Additionally, we offer engraving services for products, enabling you to add a unique and heartfelt touch to your keepsakes.

We agree to comply with our privacy policy, details of which you can find on our website.

 

YOUR OBLIGATIONS

You must provide all information we request in order for us to perform the Services. You represent and warrant that: 

·      all information you provide is true, correct, current, and to the best of your knowledge, including but not limited to your pet’s weight and name for any engravings;

·       you will respond promptly to any of our requests for further information and will notify us immediately if any information changes.

You acknowledge and agree that you will:

·      do your best to attend to any agreed actions;

·      communicate openly and honestly.

You further acknowledge and agree that once approved, any designs for engravings will go ahead and any changes will incur additional costs.

We may become aware during the performance of the Services that you may need additional services, and you agree to co-operate with us in this regard.

  

THE FEES YOU NEED TO PAY

You agree that you will pay us the Fee for the Services. Payment is generally required at the time of booking and can be made via credit card through our website. For services such as out-of-hours pet collections, an additional fee will apply, which can typically be paid at the time of collection using EFTPOS or as otherwise agreed.

We accept payments via EFTPOS and credit card for your convenience.

CANCELLATIONS, RESCHEDULING AND REFUNDS

Cancellations must be made with as much notice as possible. For cancellations made with less than 24 hours’ notice, the Fee will not be refunded. Cancellations made with less than 48 hours’ notice will incur a cancellation fee, reflecting the costs associated with reserving our time and resources. If you decide not to proceed with the service after we have collected your pet but before cremation, a collection fee will apply to cover transportation and care. Full refunds are provided for cancellations made with more than 48 hours’ notice, provided no services, such as collection, have already been rendered.

To the extent permitted by law, any other refunds for cancellations of the Services are at our absolute discretion. We do not provide refunds for change of mind, failure to provide adequate information or clear instructions about your needs, or failure to act on our advice. We aim to approach cancellations with compassion while ensuring fairness to all parties.

 

THE AUSTRALIAN CONSUMER LAW

Our Services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with a Service, you are entitled to:

·       cancel your Agreement with us and to a refund of the unused portion; or

·       to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure you are entitled to have problems with the Service rectified in a reasonable time and, if this is not done, to cancel this Agreement and obtain a refund for the unused portion.

 

PUBLICITY

You permit us to use your name, and any photos, videos, and testimonials you provide to us for marketing and information purposes, or publications, exhibitions, and professional awards. Where we take photos or videos of you, we will seek your consent to use them. You must seek our prior written consent before any publication of information about our Services. 

 

LIMITED LIABILITY AND INDEMNITY

To the extent permitted by law, our liability is limited, at our option to:

·      the replacement of the services or the supply of equivalent services; or

·      the payment of the cost of replacing the services or of acquiring equivalent services.

You agree and acknowledge that we are not liable for any Loss or Damage which may result from the Services. In any case, our liability to you will not exceed the amount actually paid by you to us for the most recent invoice we have sent you that has been paid.

You acknowledge, agree, and undertake to indemnify us and keep us at all times fully indemnified from and against any Claims whatsoever arising directly or indirectly as a result of any breach by you of this Agreement, any conduct by you in using our Services, and any third-party claims.

 

TERMINATION

We may either suspend the Services or terminate this Agreement where you default on any of our invoices, breach this Agreement, or commit an act of bankruptcy. Upon termination, you must pay us all accrued Fees owing up to the date of termination.

 

FORCE MAJEURE

Where there is a Force Majeure Event, we will not be considered in breach of this Agreement, to the extent that our obligations are unable to be performed by such an event. We will not incur any liability to you for any Loss or Damage of any nature incurred or suffered in connection with any Force Majeure Event.

 

IF THERE IS A DISPUTE

If a dispute arises, you acknowledge and agree that confidentiality is paramount to our reputation. At no time will any communications or discussions be made public, including but not limited to any social media websites. Any public discussion or comments considered defamatory, negative, or otherwise damaging will be the subject of compensation in any mediation or litigation claim. In the event of any dispute that cannot be resolved, both parties agree to obtain an independent professional arbitrator/dispute resolution specialist to make a determination on the dispute and each party agrees to pay their own costs.

 

THE GOVERNING LAW AND OTHER MATTERS

This Agreement completely states the agreement of the parties as to its subject matter. It supersedes, and its terms govern all previous communications, representations, inducements, undertakings, agreements, and arrangements between the parties in respect of its subject matter. The failure by us to exercise any right or enforce any provision in these Terms does not waive the future operation of that right or provision. In the event that a provision in this Agreement is not enforceable, such provision shall be severed from this agreement to the extent permitted by law, and the remaining provisions will remain in full force and effect. This Agreement is governed by the laws from time to time in force in the state of QLD Australia. Both parties agree to unconditionally submit to the non-exclusive jurisdiction of the courts of QLD for determining any dispute concerning this Agreement.

 

DEFINITIONS:

“Agreement” means these terms and conditions, and any Proposal we may provide you with.

“Booking” means any booking made with us for our Services.

“Cancellation Fee” means the cancellation fee we charge you where you cancel with limited notice.

"Claim" means any claim under statute, tort, contract or negligence, any demand, awards, or costs.
“Client” means you, the client making the Booking.

“Fees” means the fees as further advertised on our website.

“Information” refers to all details required for the provision of our Services, including but not limited to any information you provide to us. This includes your name, address, email address, phone number, and details about your pet, such as weight (as our pricing is based on weight). Additionally, we require accurate information for engraving mementos and urns. Credit card details will also be collected to facilitate payment.

“Loss or Damage” means any direct, indirect, consequential, or incidental loss or damage. It includes, but is not limited to any loss, personal injury, death, negligence, property damage, loss of enjoyment, virus or damage to your systems, or reliance on our Services.

“Representatives” means any of our employees, independent contractors, agents, consultants, advisors, and other representatives.

“We, us, our” means Gary Craig Ditchfield t/as Remember Me Pet Cremations [ABN 58762595327] and includes any of our employees, agents, partners, and contractors.