Chimera Veterinary Services Ltd
Terms and Conditions of Service
Last updated: 14/02/2026
These Terms and Conditions apply to all services provided by Chimera Veterinary Services Ltd (“we”, “us”, “our”). By booking an appointment, you (“the client”) agree to be bound by these Terms.
1. Scope of Services
We provide mobile veterinary in home euthanasia services for small animals/pets.
Aftercare arrangements are entirely the client’s choice. These may include cremation arranged through us, or self-arranged aftercare such as cremation with a third party of the client’s choosing or home burial, where permitted by law and local authority guidance.
Appointments take place in the client’s home or agreed location so the pet may remain in familiar surroundings.
2. Booking and Payment
Payment is required in full in advance to confirm an appointment. At the time of booking, an invoice will be issued containing a secure payment link with multiple payment options. Appointments will NOT be confirmed unless full payment has been received.
Where cremation is selected through us, cremation fees will be included on the invoice.
Clients may request an upgrade to cremation services, for example changing from communal to individual cremation. Any price difference must be paid before cremation takes place. Once the pet reaches the crematorium, a change in cremation services may not be possible.
3. Appointment Attendance and Client Responsibilities
The client agrees to ensure that:
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• A responsible adult (over the age of 18) is present at the appointment
• We are able to access to the property at the agreed time
• The client is the legal owner of the animal or authorised to consent
If we are unable to proceed due to access issues, absence, or incorrect information, cancellation terms will apply.
4. Cancellations and Refunds (Euthanasia Appointment)
We understand that circumstances can change, particularly during emotionally difficult times. Our cancellation policy aims to balance compassion with the practical costs of operating a mobile service.
Cancellation more than 24 hours before the appointment
Refunds will be assessed on a case by case basis, taking into account:
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• Administrative work already completed
• Travel and scheduling commitments
• The likelihood of filling the cancelled appointment slot
Any cremation fees paid through us will be refunded in full, subject to Section 5 below.
We aim to be fair and transparent in all cases.
Cancellation within 24 hours of the appointment
• 10 percent of the euthanasia fee will be refunded
• Any cremation fees paid through us will be refunded in full, subject to Section 5 below
Refunds will be issued to the original payment method.
5. Cremation Changes and Cancellations
Where cremation has been selected through us, we will arrange cremation services with a third party crematorium on the client’s behalf.
Requests to change or cancel cremation services must be made before the pet reaches the crematorium.
Once a pet has been delivered to the crematorium, cremation services are considered to have commenced. At this point:
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• Refunds of cremation fees are subject to the crematorium’s own terms and whether costs can be recovered
• We cannot guarantee that cremation charges can be refunded once arrangements are underway
• Any transport, handling, or administrative costs already incurred by us will be retained
We will always do our best to minimise costs where possible, but refunds are limited to amounts we are able to recover.
6. Out of Hours and Emergency Fees
Our usual operating hours are weekdays between 10am and 6pm, Monday to Friday.
Appointments outside these hours and weekends incur an additional charge of £85. Same day bookings, or emergency requests incur a surcharge of £85.
This surcharge applies regardless of the duration of the appointment.
7. Aftercare Options and Responsibility
Clients may choose one of the following aftercare options:
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• Cremation arranged through us
• Self-arranged aftercare, including home burial or cremation with a third party provider
Where clients choose to make their own arrangements, responsibility for aftercare passes to the client once euthanasia is complete.
We cannot advise on burial locations beyond general guidance, and clients are responsible for ensuring compliance with any local authority, environmental, or land ownership requirements.
8. Consent
By booking our services, the client confirms that:
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• They are the legal owner of the animal or authorised to act on the owner’s behalf
• They consent to euthanasia being performed
• They authorise us to transport the pet’s remains where cremation is selected through us
• They understand and have selected their preferred aftercare option Written or electronic consent will be obtained prior to the procedure.
9. Clinical Nature of Service
Euthanasia is a veterinary clinical procedure. While every effort is made to ensure a calm and peaceful passing, individual pet responses vary and specific timeframes or outcomes cannot be guaranteed.
10. Limitation of Liability
We will provide services with reasonable care and skill.
We are not liable for:
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• Emotional distress arising from the natural grieving process
• Delays caused by third party providers
• Circumstances beyond our control
• Indirect or consequential losses
Our total liability is limited to the value of the services provided, except where liability cannot legally be excluded.
Nothing in these Terms limits liability for death or personal injury caused by negligence.
11. Complaints
If you have any concerns, please contact us directly so we can try to resolve the matter promptly and compassionately.
Formal complaints should be submitted in writing to info@pawfectpassings.co.uk. We aim to respond to complaints within 7 business days.
12. Data Protection
Personal data is handled in accordance with UK data protection legislation. Our Privacy Policy is available upon request.
13. Governing Law
These Terms are governed by the laws of England and Wales.