Terms of Service
Nature of Service
The Kindest Goodbye is not a registered veterinary clinic, but an agency that connects families and their pets with our wonderful network of home euthanasia vets and aftercare providers across Australia. All euthanasia service providers are independent registered veterinary clinics and they are responsible for providing services under Australian law and local veterinary board guidelines.
Booking availability
Availability of home euthanasia veterinarians for bookings is subject to change. As far as possible, individual veterinarians’ availability will be maintained frequently and accurately to avoid appointments being made that cannot be serviced by the booked veterinarian. Where unforeseen circumstances should render the booked veterinarian unavailable for a specific appointment, The Kindest Goodbye will contact the client immediately via the phone number provided in the booking process to offer an alternative provider or an alternative appointment time. If alternative times are unacceptable to the client, a full refund will be issued.
Cancellations/Changes & Refund Policy
Changes to appointments and cancellations may be made by calling our customer care team on 1300 799 452 or via the link in your booking confirmation email. For cancellations made within 60 minutes of the start of an appointment arrival window, a $100 administration fee will be retained to pay the Vet who was booked for the service for their time, travel and potential loss of another booking at this time. The remainder of the booking charge will be refunded. For cancellations made prior to this time, a $20 administration fee will apply to cover transaction and administrative costs and the balance of payment will be refunded.
Where a cancellation is due to a pet passing away of natural causes, a full refund will be issued unless the cancellation occurs within the 60 minutes immediately prior to our scheduled arrival, in which case the $100 administration fee above will apply to compensate the vet for their time and travel. If we are organising crematorium transfer for your pet and our vet is facilitating this, then a $150 transfer fee will apply instead of the administration fee.
Should our vet attend and you have a change of mind and decide not to proceed with euthanasia, then a home visit and consultation fee of $220 will apply and any difference in payment already received will be refunded to you.
Where unforeseen circumstances should render the booked veterinarian unavailable for a specific appointment, The Kindest Goodbye will contact the client immediately via the phone number provided during the booking process to offer an alternative provider or an alternative appointment time. If alternative times are unacceptable to the client, a full refund will be issued.
In the unlikely event that a client is unhappy with the service provided by a veterinarian referred by The Kindest Goodbye, a full refund may be issued after consultation with company management.
Disputes arising around after-care and memorial items will be handled by t our various crematorium partners directly. Should you decide to cancel a cremation service after having paid for it, please note that the same policy will apply as above in terms of our non-refundable transaction costs.
Variation to standard service
Please note that if your pet is severely debilitated at the time of our arrival, we may discuss with you providing euthanasia without giving sedation first as the sedation may make it impossible to then place an IV catheter if your pet’s blood pressure is already extremely low. Alternative injection methods including intracardiac, intrarenal and intrahepatic may occasionally be necessary where IV access is not possible. This will always be discussed with you in advance of proceeding with any these processes should they be deemed necessary by our veterinarians. Also, please be aware that in some rare instances where pets are very unstable, peaceful euthanasia may be achieved with only the first injection and intravenous injection may not be required.