Terms of Service

By using the services of Ondara Pet Crematorium LLC, a Colorado limited liability company doing business as Ondara Pet Aftercare ("Ondara," "we," "us," or "our"), you ("Client," "you," or "your") agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

These terms constitute a legally binding agreement between you and Ondara Pet Crematorium LLC for the aquamation services we provide for your pet.

Ondara Pet Crematorium LLC is a pet aquamation provider in the State of Colorado (Colorado crematory license application pending) and provides water-based aquamation services for companion animals, including:

• Gentle aquamation process using alkaline hydrolysis
• Communal, Individually-Partitioned, and Private Aquamation service options
• Pickup and delivery services
• Memorial products and keepsakes
• Complete chain-of-custody tracking
• Return of your pet's ashes in the selected urn or container

Service availability and options may vary based on location, pet size, and specific circumstances.

Authorization and Consent:

• No processing begins without confirmed authorization. You must complete our authorization form and provide all required information before we can proceed with aquamation services.
• You certify that you are the legal owner of the pet or have authorization from the owner to arrange aftercare services
• You authorize Ondara to perform aquamation using the methods and procedures we have described
• You understand that aquamation is an irreversible process and once begun, cannot be undone

Information Accuracy:

• You agree to provide accurate information about your pet (name, species, breed, weight)
• You must disclose any medical devices, implants, or special handling requirements
• You must provide accurate contact information for notifications and return coordination
• You agree to promptly notify us of any changes to contact or delivery information

As a client, you agree to:

• Provide accurate information about your pet and contact details
• Confirm that you are the legal owner or authorized representative
• Review and sign the consent authorization form
• Make payment according to the selected service tier
• Provide clear pickup and delivery instructions
• Notify us immediately of any changes to arrangements
• Collect returned ashes within 90 days of notification

If ashes are not collected: If 90 days pass after we notify you that your pet's ashes are ready and we have not heard from you, we follow the notice steps in our Abandoned Remains Policy. Those steps include a written notice sent by certified mail at least 15 days before any disposition. If you do not respond, we may then scatter, bury, or otherwise lawfully dispose of the ashes. We do not charge a storage fee while ashes are waiting to be collected.

By arranging services, you represent and warrant that:

• You are at least 18 years of age
• You are the legal owner of the pet or authorized to make these arrangements
• No other person has a superior right to the pet or its remains
• You have the authority to authorize aquamation
• All information provided is accurate and complete

You agree to indemnify and hold Ondara harmless from any claims arising from disputes regarding ownership or authorization.

Pricing:

• Services are priced based on pet weight and selected service tier
• Additional charges apply for transport, add-ons, and after-hours service
• Prices shown are base service fees. Transportation, add-ons, and applicable sales tax are shown separately before you pay
• Sales tax is added at checkout on the tangible goods you order, such as urns, keepsakes, and crystals. Your itemized total shows the exact tax charged before you pay
• Prices are subject to change; current pricing at time of arrangement applies

Payment Terms:

• Payment is due at time of service arrangement
• We accept major credit cards and electronic payments
• Veterinary clinics may have net payment terms by agreement
• Unpaid balances may be subject to collection and late fees

Cancellations:

• Cancellations must be made at least 24 hours before scheduled pickup
• Cancellations within 24 hours may incur a cancellation fee
• Once aquamation has begun, services cannot be cancelled

Refunds:

• Full refund for cancellations made 24+ hours before pickup (excluding non-refundable deposits)
• Partial refund may be issued for service issues at our discretion
• No refunds after aquamation process has begun
• Memorial product returns accepted within 30 days if unused and in original condition

Our Commitment:

• Physical separation for Individually-Partitioned Aquamation tiers
• Exclusive chamber use for Private Aquamation services
• Complete chain-of-custody tracking
• Respectful and dignified care throughout the process
• Return of your pet's ashes within the stated timeframe

Service Disclaimers and Limitations:

• Weight Variations: The volume and appearance of the ashes vary with pet size, bone density, age, and individual factors. We cannot guarantee a specific weight or volume.
• Processing Times: While we strive to meet estimated timeframes, processing times may be delayed due to service volume, equipment maintenance, or operational factors beyond our control.
• Appearance of the Ashes: Natural variations in bone structure, density, and composition may result in differences in the color, texture, and consistency of the ashes.
• Recovery Limitations: Not all bone matter may be recoverable depending on pet condition, prior medical treatments, or natural decomposition factors.
• Force Majeure: We are not liable for delays or inability to perform services due to weather conditions, natural disasters, equipment failure, power outages, pandemic events, or other circumstances beyond our reasonable control.
• Memorial Products: Custom memorial items may have extended production times and are subject to supplier availability.

Authorization Requirements:

• Authorizing Agent Only: Only the person who authorized service (or their written designee) may receive your pet's ashes
• Photo ID Required: Government-issued photo identification must be presented for in-person pickup
• Signature Required: Release documentation must be signed before the ashes are transferred
• Packout Verification: Before a case can be closed, our system requires the operator to type in the pet's name and match it against the case record, and to confirm every item going into the package

Transfer is Irreversible:

Once your pet's ashes leave Ondara's facility, the transfer cannot be reversed. For that reason, the verification and authorization steps above are completed before any release.

If you select shipping as your return method, you acknowledge and agree to the following:

Our Shipping Method:

• When you choose shipping, we send your pet's ashes by USPS Priority Mail Express, with tracking and signature confirmation
• We do not ship through FedEx, UPS, or DHL
• We ship to United States addresses only. Arrangements made on this site accept United States addresses, and we do not offer shipment outside the United States

Shipping Risks:

• While Ondara packages the ashes securely and purchases insurance, we cannot guarantee carrier performance
• Delivery timeframes provided by USPS are estimates and may be delayed due to weather, holidays, or operational issues
• You assume risk of loss or damage during shipping once the package is in carrier possession

Costs: Return shipping within the United States is a flat $55, added at checkout when you choose shipping and payable before the package goes out.

To the maximum extent permitted by law:

• Ondara's total liability shall not exceed the amount paid for services
• We are not liable for indirect, incidental, or consequential damages
• We are not liable for emotional distress, except in cases of gross negligence
• We are not responsible for delays due to weather, vehicle issues, or circumstances beyond our control
• Claims must be made in writing within 30 days of service completion

Your use of our services is also governed by our Privacy Policy. We collect and use your personal information in accordance with applicable data protection laws. Please review our Privacy Policy for details on how we handle your information.

Initial Contact: If you have a concern or dispute, please contact us first at Dave@Ondara.pet or (720) 903-4433. We will work diligently to resolve any issues.

Arbitration: If we cannot resolve a dispute through direct communication, both parties agree to binding arbitration in Boulder, Colorado, or mutually agreed location, under the rules of the American Arbitration Association.

Class Action Waiver: You agree to resolve disputes individually and waive the right to participate in class actions. If the class action waiver is found to be unenforceable, this arbitration provision shall be severable and the matter shall proceed in court.

Severability: If any provision of this dispute resolution section is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

All content on our website and in our materials, including text, graphics, logos, images, and software, is the property of Ondara Pet Crematorium LLC and protected by copyright and trademark laws.

You may not reproduce, distribute, modify, or create derivative works without our express written permission.

We may update these Terms of Service. Each version carries a version number and date at the top of this page, and a change takes effect when it is posted here. Changes apply going forward only: they do not alter the terms of a service you have already arranged. Your continued use of our services after a change is posted constitutes acceptance of the updated terms for services you arrange after that date.

For significant changes, we will provide notice via email to registered users.

These Terms of Service are governed by the laws of the State of Colorado, without regard to conflict of law principles. Any legal action must be brought in the state or federal courts located in Boulder, Colorado.

If any provision of these terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

By providing your mobile number and opting in (on our Contact form or while arranging service), you agree to receive transactional, customer-care text messages from Ondara about your service — scheduling and pickup links, pickup and return confirmations, and service-status reminders.

• You can cancel the SMS service at any time by texting STOP. After you text STOP to us, we will send a confirmation message and you will no longer receive SMS messages from us. To rejoin, simply opt in again as you did the first time.
• If you are experiencing issues with the messaging program, you can reply with the keyword HELP for assistance, or get help directly at Dave@Ondara.pet or (720) 903-4433.
• Message frequency varies. Message and data rates may apply for any messages sent to you from us and to us from you. If you have questions about your text or data plan, please contact your wireless provider.
• Carriers are not liable for any delayed or undelivered messages.
• For any questions regarding privacy, please read our Privacy Policy.

For questions about these Terms of Service, please contact us: