Effective Date: 30 January 2026

1. Introduction

These Terms and Conditions (“Terms”) govern the services provided by INVOCARE PETCARE PTY LIMITED ABN 72 645 244 480 (“we”, “us”, “our”) to customers (“you”, “your”) who engage us directly or through veterinary clinics. By booking our services, you agree to these Terms in full. If you do not agree, please do not proceed with your booking.

2. Services

We provide private cremation services for deceased pets. Our services may include:

1. Collection of your pet from a veterinary clinic or other agreed location
2. Cremation of the pet in accordance with your selected service type
3. Return or dispersal of ashes
4. Optional paw print and fur keepsakes, memorial products including urns, and jewellery.

 

3. Collection and Handling

   1. We may collect deceased pets directly from veterinary clinics or agreed locations.

   2. We use a real-time tracking system used exclusively by our team to monitor each stage of your pet’s journey within our care.

   3. If your pet has been transferred to our care by a veterinary clinic without a confirmed cremation booking, we will hold the pet in our refrigerated storage for up to 30 days. If we are unable to reach the pet owner within 30 days of collection, we will liaise with the referring veterinary clinic for further instruction. If no direction or payment is received, we may proceed with a private cremation without further notice.

   4. You authorise us or your veterinary clinic to release your pet into our care.

   5. Cremation and keepsake preparation will not begin until clear instructions and a deposit or full payment are received; the placement of ashes and preparation of memorial items requires clear instructions and full payment.

4. Private Cremation Options

   1. Ashes return: Your pet is cremated alone and ashes are returned to you.

   2. Ashes dispersal: Your pet is cremated alone and ashes are dispersed on a private property.

You are responsible for selecting your preferred cremation option at the time of booking or authorising your vet to do so on your behalf.

5. Ownership and Authority

By engaging our services, you represent and warrant that:

1. You are the rightful owner or authorised to act on behalf of the owner.

2. Where a veterinary clinic instructs us to collect a pet on your behalf, we act on the assumption that they have obtained your consent to do so. However, we are not liable for any miscommunication between you and the veterinary clinic.

3. Until we receive a direct booking confirmation and payment from you, the cremation will not proceed. If no confirmation is received within 30 days of collection, we reserve the right to proceed with private cremation or apply storage fees, as communicated to the referring clinic.

4. We are not liable for cremations carried out in good faith based on incomplete or incorrect instructions from third parties.

 

6. Payment and Fees

   1. Payment (or a deposit) is due at the time of booking.

   2. Prices for keepsakes and memorial products are listed on our website.

   3. Additional fees may apply for:

      1. Pet holding fees, which apply from 14 days after collection where your pet has not proceeded to cremation.

      2. Ash storage fees apply from 30 days from the date of collection.

      3. Home collection fees

   4. If no payment or communication is received within 30 days of collection, we may proceed with a respectful private cremation, and ashes will be stored for up to 12 months.

 

7. Return of Ashes and Uncollected Remains

   1. We will contact you when the ashes are ready for return if you have selected ashes return.

   2. We will endeavour to return ashes as soon as possible. Please note that we are not liable for any delay in the return of ashes where such delay is due to circumstances outside our reasonable control.

   3. Ashes and any memorial items must be collected within 12 months of notification unless otherwise agreed. After this time, we may respectfully disperse the ashes with 14 days notice and respectfully dispose of any memorial items.

   4. We will notify you using the contact details provided. Notification will be deemed delivered if sent via email, SMS or voicemail.

8. Refund and Cancellation Policy

   1. Once cremation has occurred, refunds are not available.

   2. If you wish to cancel before cremation, you must notify us immediately. A cancellation fee may apply to cover transport or administration costs.

   3. Custom and engraved products are subject to the refund terms below.

 

9. Product Warranty and Refunds

   1. We take great care to ensure all products are prepared and packaged to a high standard.

   2. Warranty on Faulty Items: If any item you receive is faulty, damaged in transit, or not as described, we will, where possible replace it at no cost to you.

   3. Exclusion: This warranty does not cover:

      1. Minor cosmetic variations (e.g. slight colour or texture differences)

      2. Damage caused by mishandling after delivery

      3. Changes due to natural materials (e.g. wood or clay variations

      4. Spelling errors, design choices, or content in custom engraved items approved by you at the time of order

   4. Returns: To arrange a remedy, please contact us with proof of purchase and details of the fault. We may request photos or return of the item in some cases

   5. Change of Mind: We do not offer refunds for change of mind unless required by law.

   6. Custom and Engraved Items: Customised and engraved products are non-refundable and cannot be returned, unless faulty or incorrectly produced due to our error.

      1. We rely on the information and materials you provide (e.g. names, dates, messages, photographs and layout instructions).

      2. We are not responsible for errors, omissions, or poor outcomes resulting from incomplete, unclear instructions or low-quality images provided by you.

      3. You are responsible for reviewing and approving any design proofs or text confirmations before production begins.

 

10. Limitation of Liability

    1. To the extent permitted by law, we are not liable for any indirect, incidental, or consequential loss.

    2. We are not liable for proceeding based on incorrect information provided by third parties, including veterinary clinics.

    3. We are not responsible for representations, promises, or expectations communicated to you by third parties, including veterinary clinics, unless confirmed in writing by us.

    4. We shall not be liable for any delay or failure to perform any Services under this Agreement if such delay or failure is caused by events beyond our reasonable control, including but not limited to natural disasters, government restrictions, pandemics, or utility outages (Force Majeure Event).

    5. In such cases, we will notify you promptly and take reasonable steps to resume services. Where necessary for health, safety, or environmental reasons, we may proceed with a respectful cremation and will make reasonable efforts to inform you beforehand.

    6. Nothing in this agreement excludes, restricts or modifies any rights you have under the Australian Consumer Law.

 

11. Privacy

    1. We comply with applicable privacy laws. See our Collection Notice and Privacy Policy at https://www.petsinpeace.com.au/privacy-policy/ to see how we collect, use, and store your information.

 

12. General

    1. These Terms are governed by the laws of New South Wales.

    2. If any part of these Terms is found to be invalid, the remaining provisions will continue to apply.

    3. We may update these Terms from time to time. The latest version will be available on our website or upon request.

 

13. Acknowledgement

    1. By proceeding with a booking, you confirm that you have read and understood these Terms, including our policies on payment, cremation options, and uncollected remains.

If you have any questions, please contact us at:

Phone: 07 3801 4518
Free Call: 1800 100 909
Fax: 07 3801 1642

Email: