Welcome to our website/Service. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Phoenix Pet Cremations relationship with you in relation to this website or our service.

If you disagree with any part of these terms and conditions, please do not use our Website/Service.

The term ‘Phoenix Pet Cremations’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is Phoenix Pet Cremations, Culverts Farm, Boreham, Chelmsford, Essex, CM3 3EW. The term ‘you’ refers to the user or viewer of our website.

The use of this website/Service is subject to the following terms of use:

• Where ashes are returned by carrier according to the services ordered; then any liability is limited to the relevant carriers standard liability as stated in their published trading terms. PPC does not except any liability for any direct or indirect loss, damage, expense or inconvenience of whatever nature suffered or incurred by any customer as a consequence of delay or non-delivery of any ashes. 
• Phoenix reserves the right to dispose of paid or unpaid goods (including but not limited to ashes) 6 months from the supply of the goods. Unclaimed ashes will be scattered or disposed of appropriately.
• Whilst every reasonable effort is made to accommodate any specific written request, PPC is unable to give warranty when undertaking any such request.     
• PPC do not except any responsibility or liability of any belongings or possessions sent into the crematorium with your pet that you wish to be returned on delivery or collection of the ashes.  Any Items/belongings will be discarded or cremated with your pet  as per your wishes. 
• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• This website uses Google Analytics to monitor browsing.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
• Where applicable, a telephone payment may be required in order to list content that you submit via the website. Please see the Memories section for more information.

PHOENIX PET CREMATORIUM

Phoenix Pet Cremations Ltd

Terms & Conditions of Service

1. Interpretation

The following definitions apply throughout these Terms and Conditions:

2. Contract

2.1 Formation

These Terms shall apply to all supplies of Services by Phoenix to the Client. No order shall be binding and no Contract shall arise until the Client’s order has been accepted by Phoenix either expressly or by Phoenix commencing supply of any of the Services.

2.2 Conflicting Provisions

If any Contract contains provisions which conflict with these Terms, those specific provisions of the Contract will prevail.

3. Payment

3.1 Charges

The charges for the Services are as set out in the booking confirmation and shall be inclusive of VAT to the extent stated therein; otherwise VAT shall be payable in addition.

3.2 Payment Due

Payment shall be due on or before supply of the Services, or at the times stipulated in the Contract. Phoenix reserves the right to withhold any Services, including return of ashes, until full payment has been received.

3.3 Late Payment

The Client shall be responsible for any reasonable costs incurred by Phoenix in recovering late or outstanding payments, including but not limited to administration fees and legal costs.

3.4 Bundled Pricing

Where collection and transportation services are booked in conjunction with cremation services, the fees for collection and transportation are calculated on the basis that cremation will also be carried out by Phoenix. If cremation cannot proceed for any reason beyond Phoenix’s control — including but not limited to third-party licensing requirements, post-mortem requirements, or the Client’s decision to use an alternative cremation provider — the full undiscounted costs of all collection and transportation services already rendered shall remain payable by the Client.

4. Non-Refundable Services

The following services, once carried out, are non-refundable regardless of whether subsequent services are completed:

If a Client chooses to use an alternative cremation provider after Phoenix has carried out any of the above services, no refund will be issued for any services already rendered. Any outstanding balance for services carried out shall remain immediately payable.

5. Third-Party Restrictions and Requirements

Phoenix shall not be liable where any third-party facility — including veterinary practices, referral centres, or pathology services — refuses to release an animal to Phoenix due to the facility’s own licensing, registration, or operational requirements. In such circumstances:

6. Large Animal (Equine) Collections

Due to the significant distances, specialist equipment, and extended time required for equine and large animal collections, the following additional terms apply:

7. Pet Bedding & Belongings Policy

Blankets, toys and collars may be cremated or disposed of at the Client’s request. Carriers or baskets should be taken away at the time of drop-off. Items left at Phoenix will be disposed of or donated to charity at Phoenix’s discretion. Phoenix accepts no responsibility or liability for any belongings or possessions sent to the crematorium with a pet that the Client wishes to be returned.

8. Return of Ashes

Phoenix offers three options for the return of ashes:

Where ashes are returned via a third-party carrier, Phoenix’s liability is limited to the relevant carrier’s standard published liability terms. Phoenix accepts no liability for any direct or indirect loss, damage, expense or inconvenience of whatever nature arising from delay or non-delivery once ashes have been released to a third-party carrier. Phoenix will make reasonable efforts to assist in resolving any such issues.

9. Unclaimed Ashes

Phoenix reserves the right to dispose of any paid or unpaid ashes remaining uncollected 6 months after the date of cremation. Unclaimed ashes will be scattered or disposed of appropriately.

10. Cancellations

10.1 General

Once an appointment is booked, Phoenix reserves time and resources exclusively for that Client. Late cancellations cause operational disruption and additional expense, particularly for drivers covering wide geographic areas.

10.2 Standard Hours Cancellations (8:30am – 5:30pm)

If an appointment during standard hours is not cancelled at least 4 hours before the scheduled arrival time, a cancellation fee of £100 will be charged. This fee is not covered by insurance.

10.3 Out of Hours Cancellations (5:30pm – 10:00pm)

If an appointment outside standard hours is not cancelled at least 4 hours before the scheduled arrival time, a cancellation fee of £150 will be charged. This fee is not covered by insurance.

10.4 Refunds Following Cancellation

If a Client cancels or withdraws from the Contract after any Services have been carried out, no refund shall be due for those Services. Any applicable cancellation fee will be deducted from any amount otherwise refundable. Where a Client chooses to use an alternative cremation provider, no refund of cremation fees will be issued where the cremation has already been completed. Where cremation has not yet taken place, refunds will be considered on a case-by-case basis and may be subject to a handling fee. Collection and transportation fees are non-refundable in all circumstances once the journey has been completed.

11. Code of Practice and Guarantee

11.1 Code of Practice

Phoenix will comply with the Code of Practice of the Association of Private Pet Cemeteries and Crematoria. If any of the Services do not conform to applicable statutory requirements or warranties, Phoenix will repair or replace those Services or, where fair to do so, make a proportional refund.

11.2 Individual Cremation Guarantee

Phoenix guarantees that only one pet will be cremated at a time within an enclosed chamber and that ashes will be collected before the next cremation commences. The ashes returned to the Client will be all and only those of the Client’s pet.

12. Product Returns & Refund Policy

Where engraving or personalisation has been provided by Phoenix, Phoenix will not be liable for errors on a product where proof text was provided to and confirmed by the Client. Clients should carefully check all spelling and wording upon receipt of their booking confirmation and notify Phoenix of any corrections before production commences. Phoenix is unable to offer refunds where items have been personalised incorrectly due to errors made by the Client at the time of ordering.

13. Quotations

All quotations provided by Phoenix are valid for up to 30 days from the date of issue, after which they may be subject to change.

14. Data Protection

Phoenix will collect, hold and process personal data about the Client solely to provide its services. All personal data will be processed in accordance with applicable data protection legislation and Phoenix’s Privacy Policy, which is available at https://www.phoenixpetcremations.com/20/Privacy-Policy

15. Limitation of Liability

To the fullest extent permitted by law, Phoenix’s total liability to the Client in connection with any Contract shall not exceed the total fees paid by the Client under that Contract. Phoenix shall not be liable for any indirect, consequential or economic losses arising from the provision of its Services.