Terms of Service

Nature of Service

The Kindest Goodbye is not a registered veterinary clinic. We are an agency that connects families with our wonderful network of home euthanasia vets and aftercare providers across the UK. All euthanasia service providers are independent registered veterinarinas or veterinary clinics and are responsible for providing services under British law and the Royal College of Veterinary Surgeons’ guidelines.

Cancellations/Changes & Refund Policy

Changes to appointments and cancellations may be made by calling our customer care team on 0330 2366 999 or via the link in your booking confirmation email.  For cancellations made within 60 minutes of the start of an appointment arrival window, a £70 administration fee will be retained/charged 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 an £10 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 £70 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 £100 transfer fee will apply instead of the administration fee. If one of our cremation partners is collecting your pet, then timing will be rearranged as best as possible to suit you.

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 £120 will apply for weekday visits 8am-6pm or £200 for out-of-hours appointments. Any difference on 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.

If an incorrect date or address is provided by the client at the time of booking, additional fees may be payable. If, as a result of this incorrect information, a provider attends at the scheduled time and the euthanasia does not proceed, the applicable cancellation fee and any travel fees associated with the booking will apply. If additional travel is incurred due to an incorrect address being provided and the service proceeds, additional travel fees may be charged. If the service is cancelled or postponed due to insufficient time to provide the service as a result of an incorrect address, a cancellation fee will apply in addition to any relevant travel fees associated with the booking.

In the unlikely event that a client is unhappy with the service provided by a veterinarian from The Kindest Goodbye, a full refund may be issued after consultation with company management.

Disputes arising around aftercare and memorial items will be handled by 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 or even desirable where IV access is not possible or practical. 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.