Terms & Conditions

Last updated: 7 August 2026

Who we are

These terms apply to services provided by Pet Farewells ("we", "us", "our"), trading as Southport Pet Farewells, Wigan Pet Farewells, and Warrington Pet Farewells.

Alan Currie
Gravel Lane, Southport, PR9 8BY
Email: support@southportpetfarewells.co.uk
Phone: 07746 883124

By booking our services, you ("you", "the client") agree to the terms set out below.

Our services

We provide private, individual pet cremation, including free collection of your pet from your home or veterinary practice, cremation carried out individually with no other animals present, and return of your pet's ashes to you, typically within 72 hours of collection unless otherwise agreed.

Booking and identification

When you book with us, we will ask for your name, contact details, and information about your pet, including their species, breed, and approximate weight, to confirm pricing and arrange collection.

We use a strict identification process at every stage, from collection through to cremation and return of ashes, to ensure your pet's ashes are correctly matched to your pet at all times.

Collection

We offer free collection from your home or your vet, within the areas we cover. Collection times are arranged directly with you and, where relevant, with your veterinary practice.

We ask that you, or someone able to act on your behalf, is available at the agreed collection time. If a collection cannot go ahead as arranged, please contact us as soon as possible so we can rearrange.

Cremation

Every pet is cremated individually. We do not carry out communal cremation under any circumstance, and your pet is never cremated alongside another animal.

Cremation is carried out by Alan Currie personally, at our licensed premises in Southport.

Ashes and return

We aim to return your pet's ashes to you within 72 hours of collection. In some circumstances (for example, higher demand, or if a specific ashes container has been requested and needs to be sourced) this may take slightly longer, and we will let you know if that is the case.

Ashes are returned in a suitable container as agreed with you at the time of booking. If you have chosen an upgraded urn or keepsake, this will be confirmed and priced separately before we proceed.

Pricing and payment

Our current prices are published on our website and are confirmed with you before collection takes place. Pricing is based on your pet's species and weight band as advised to us; if the actual weight differs materially from what was described at booking, we will contact you to confirm and agree any adjustment before proceeding.

We do not take payment over the phone or in person, and we never ask for or store any bank or card details. Following the service, we will send you an invoice, and payment is due via BACS bank transfer prior to returning your pet’s ashes. Payment is required before your pets ashes will be returned.

Cancellations

If you need to cancel or postpone a booked collection, please contact us as soon as possible. As this is a time-sensitive and personal service, we ask for as much notice as you're able to give, but we understand that circumstances around pet loss can change quickly and will always try to be as flexible as possible.

Our licensing

We operate under APHA (Animal and Plant Health Agency) and DEFRA licensing requirements for the handling and cremation of animal remains, and we retain relevant records for a minimum of 2 years in line with these requirements.

Liability

While every care is taken at each stage of collection, cremation, and return, we are not liable for any loss or damage arising from circumstances outside our reasonable control, including but not limited to delays caused by vehicle breakdown, adverse weather, or equipment failure. We will always contact you promptly if any unavoidable delay affects your booking.

Nothing in these terms affects your statutory rights.

Complaints

If you are ever unhappy with any part of our service, please contact us directly at support@southportpetfarewells.co.uk so we can put things right.

Changes to these terms

We may update these terms from time to time. The most recent version will always be available on this page.