Terms and Conditions

Effective Date: 15/09/2025

Last Updated: 16/04/2026

1. Introduction

These Terms and Conditions (“Terms”) govern the use of Companion Cremations’ services and website (www.companioncremations.com.au). By engaging our services, placing an order, or using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms.

2. Services Provided

• Companion Cremations provides pet transfer, individual cremation, and memorial products.
• All services are carried out with dignity, care, and respect.
• We may amend services, pricing, or policies at any time. Updates will be published on our website and take effect immediately upon publication.
• Continued use of our services after changes are published constitutes your acceptance of the updated Terms.

3. Consent and Authority

By engaging our services, you confirm and warrant that:

• You are the legal owner, or duly authorised representative or carer, of the pet for which services are being requested.
• You are at least 18 years of age and have the legal capacity to enter into a binding agreement.
• You have the authority to consent to the cremation and any associated services on behalf of the pet’s owner, if applicable.

Companion Cremations reserves the right to request proof of ownership or authority before commencing services.

4. Pricing and Payment

• Prices are listed in Australian Dollars (AUD) and include GST where applicable.
• For home or veterinary transfer services, an upfront deposit of $365.00 (AUD) minimum is required and must be paid prior to our team collecting your pet. Collection will not be scheduled until this deposit has been received.
• Urns, keepsakes, and other memorial products, if selected, must be paid for either prior to collection or at the time of collection of your pet.
• We accept payment via credit/debit card, PayID, bank transfer, or approved finance partners (e.g., Zip, Afterpay, Vet Pay, Stripe).
• Orders will not proceed until payment has cleared.

Card Surcharge: Where payment is made by credit or debit card, a processing/merchant surcharge will be automatically applied of 1.6%. This amount reflects the genuine cost of card acceptance charged by our payment provider (Stripe/WooPayments/Tyro/Square) and is in accordance with ACCC guidelines.

Weight Disclaimer: Pet weight is subject to confirmation at our facility. Final charges may be adjusted based on the actual verified weight at the time of service. You will be notified of any adjustment before proceeding.

Transfer Fees: This fee is not included in the cremation service

Monday – Friday 8am-5pm $50

Monday to Sunday 5pm-11pm $150

Monday – Sunday 11pm-8am $200

Saturday – Sunday 8am-5pm $95

Public Holiday – Monday – Sunday $250

Woodgate & Childers – $150 (Conditions apply: Afterhours transfer fee may vary)

Agnes Waters – $180 (Conditions apply: Afterhours transfer fee may vary)

5. Turnaround Times

• We aim to complete cremation services and return ashes within the timeframe communicated at the time of booking.
• All timeframes provided are estimates only and are not guaranteed.
• Delays may occur due to operational requirements, equipment maintenance, high demand periods, or circumstances beyond our control.
• We will make reasonable efforts to notify you of any significant delays.

6. Cancellations and Refunds

• Cancellations must be requested in writing as soon as possible.
• A refund may be issued if services have not yet commenced, less any applicable administrative costs.
• Once cremation has begun, refunds are not possible.
• Memorial products (urns, jewellery, keepsakes) are non-refundable unless faulty or not as described.
• Refunds will be processed within 14 business days using the original payment method where possible.

7. Transfer and Handling

• Companion Cremations will collect your pet from your home or veterinary practice at the agreed time.
• Please ensure safe and reasonable access to the property for our team.
• We take every care during handling, but we are not responsible for delays caused by traffic, weather, or circumstances beyond our control.

8. After-Hours and Urgent Collections

• After-hours collection services may be available upon request and are subject to availability.
• Additional surcharges may apply for after-hours, weekend, or public holiday collections. These will be communicated prior to confirmation.
• Urgent or priority services may be offered at an additional cost where operationally feasible.

9. Memorial Products

• Product descriptions and images are for guidance only; minor variations in colour, finish, or dimensions may occur.
• If an item is out of stock, we will notify you and provide alternatives or a refund.
• Faulty or damaged items must be reported within 7 days of receipt.
• Some memorial products are sourced from third-party suppliers. Our liability for such products is limited to replacement or refund of the purchase price and does not extend to any consequential or indirect loss.

10. Storage of Remains

Following the completion of cremation services:

• You will be notified when your pet’s ashes are ready for collection or dispatch.
• Ashes must be collected or delivery arranged within 7 days of notification.
• After 7 days, a storage fee may apply. We will attempt to contact you before any fees are charged.
• If ashes remain uncollected after 30 days despite reasonable attempts to contact you, Companion Cremations reserves the right to respectfully scatter the ashes at a location of our choosing.

11. Liability

• While every effort is made to provide individual cremations, Companion Cremations accepts no liability for delays or circumstances outside of our reasonable control.
• Our total liability in respect of any claim arising out of or in connection with our services is limited to the total cost of the service provided.
• To the maximum extent permitted by law, we exclude all liability for indirect, consequential, or incidental loss or damage.
• Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Australian Consumer Law.

12. Force Majeure

Companion Cremations will not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, severe weather events, flood, or fire.
• Pandemic, epidemic, or public health emergency.
• Equipment breakdown or mechanical failure.
• Government restrictions, regulatory changes, or compliance requirements.
• Industrial action, supply chain disruption, or utility failure.

In the event of a force majeure, we will use reasonable efforts to minimise the impact and resume services as soon as practicable.

13. Website Use

• All website content including text, images, logos, and branding is owned by Companion Cremations or its licensors and may not be copied, reproduced, or distributed without prior written permission.
• We do not guarantee that the website will always be error-free, uninterrupted, or free from viruses or other harmful components.
• You agree to use the website only for lawful purposes and in accordance with these Terms.

14. Privacy and Data Protection

• We collect personal information only as necessary to provide our services.
• Information is handled in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy, available on our website.
• We do not sell or share your information with third parties except as required by law, to complete payment processing, or to facilitate the delivery of services.
• You have the right to request access to, correction of, or deletion of your personal information by contacting us.

15. Amendments to These Terms

Companion Cremations reserves the right to update or modify these Terms at any time. Changes will be published on our website with the updated effective date. It is your responsibility to review these Terms periodically. Continued use of our services or website following any changes constitutes your acceptance of the revised Terms.

16. Governing Law

These Terms are governed by and construed in accordance with the laws of Queensland, Australia. Subject to the dispute resolution process outlined in clause 14, any disputes arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of Queensland.

17. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

18. Contact Us

For questions regarding these Terms or our services, please contact:

Companion Cremations

Email: info@cremationgroup.com.au

Phone: 0407 108 212

Address: 96 Mount Perry Road, Bundaberg North QLD 4670

Website: www.companioncremations.com.au