Terms & Conditions
Paws to Heaven – Pet Water Cremation Services (Queensland)
Anjatalaco Pty Ltd trading as Paws to Heaven
Effective Date: 02/2021
By engaging our services, placing an order, or using this website, you agree to the following Terms & Conditions.
1. Authority to Act
By engaging our services, you confirm that:
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You are the lawful owner of the pet; or
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You have full authority from the lawful owner to authorise cremation and related services.
We are not responsible for disputes between family members or third parties regarding ownership or authority.
You indemnify and hold harmless Anjatalaco Pty Ltd trading as Paws to Heaven against any claim, loss, liability or expense arising from disputes regarding authorisation.
2. Services Provided
We provide:
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Private water cremation (aquamation)
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Collection and transportation
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Return of ashes
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Memorial jewellery and keepsakes
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Urns and related memorial products
All services are provided with care, dignity and professionalism.
3. Pricing & Payment Terms
Payment is due upon issue of invoice or provision of account details.
Payment must be received in full prior to:
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Release or return of ashes
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Delivery or collection of memorial items
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Ordering of personalised or specialty keepsakes
If a specialty or personalised urn or keepsake is requested, full payment is required before the item is ordered or production commences.
If a pet’s weight materially differs from the declared weight at booking, pricing may be adjusted accordingly.
Failure to make payment when due may result in recovery action and additional enforcement costs being added to the debt where permitted by law.
4. Retention of Ashes & Goods (Important)
All ashes, urns, jewellery and memorial items remain the property of Paws to Heaven until payment is received in full.
No ashes or keepsakes will be released until the account balance has been paid in full.
We retain a contractual lien over all ashes and memorial goods until full payment has been received.
Where payment is not received, we reserve the right to:
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Retain possession of ashes and goods
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Apply storage fees after 90 days
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Issue written collection notices
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Recover the debt through court proceedings
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Treat uncollected ashes as abandoned property where lawful
Nothing in this clause limits our right to pursue recovery of unpaid amounts through legal processes.
5. Storage & Abandoned Property
Ashes and completed memorial items will be held for up to 90 days from notification that they are ready.
After 90 days:
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Storage fees of $25 per week may apply
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A written notice may be issued requiring collection
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If ashes remain uncollected after reasonable notice, they may be treated as abandoned property and respectfully disposed of in accordance with applicable Queensland law
6. Payment Plans
Payment plans are offered strictly at our discretion and must be confirmed in writing.
Failure to honour an agreed payment arrangement may result in:
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Immediate cancellation of the arrangement
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Registration of judgment
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Court enforcement proceedings
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Additional recovery costs being added where lawful
A payment plan does not constitute a waiver of our rights to enforce the full amount owing.
7. Refund & Returns Policy
Items Without Ashes Placed Inside
Our refund policy lasts 30 days on items purchased without ashes placed inside.
To be eligible for a return:
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The item must be unused
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In original packaging
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In the same condition received
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Accompanied by proof of purchase
After 30 days, we cannot offer a full refund or exchange.
Non-Returnable Items
The following items cannot be returned:
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Urns that have been sealed
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Urns containing ashes
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Custom memorial jewellery
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Personalised items
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Items where production has commenced
Refund Process
Once your return is received and inspected:
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You will receive email confirmation
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Approved refunds will be processed within 7 days
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Refunds are returned to the original payment method
Sale items are non-refundable.
Return Shipping
Customers are responsible for return shipping costs.
Shipping costs are non-refundable. If a refund is issued, return shipping may be deducted.
Return address:
Unit 11, 4 Pinacle Street
Brendale QLD 4500
8. Memorial Jewellery & Custom Items
Memorial jewellery and custom keepsakes are handcrafted.
Variations in colour, finish, texture and inclusions are inherent to handmade products and do not constitute defects.
Custom-made items are non-refundable once production has commenced.
9. Delivery & Risk
Risk in goods passes to the client upon dispatch.
We are not responsible for delays, damage or loss caused by third-party carriers.
10. Limitation of Liability
To the extent permitted by law, our liability is limited to the cost of services supplied.
Nothing in these Terms excludes rights under the Australian Consumer Law.
11. Governing Law
These Terms are governed by the laws of Queensland, Australia.
Any disputes shall be subject to the jurisdiction of Queensland courts and tribunals.