Abandoned Remains Policy

This policy applies to Private and Partitioned Aquamation services where a pet's ashes are to be returned to the Client. For Communal Aquamation, ashes are not returned as part of the service.

Upon completion of the aquamation process, Ondara notifies the Client that the ashes are ready for pickup, delivery, or shipping. The Client agrees to retrieve or arrange for return of the ashes within ninety (90) calendar days of that notification.

For Private and Partitioned Aquamation, Ondara will notify the Client when the ashes are ready. The Client may choose from the following return methods:

• • Client pickup at Ondara's facility
• • Delivery (additional fees may apply)
• • Shipping (additional fees may apply)

The Client agrees to retrieve or arrange for return within ninety (90) calendar days of receiving notification.

1. (a) Presumption of Abandonment

   Begins only after the 90-day retrieval period ends

   If the ninety (90) calendar day retrieval period passes without contact from the Client, and Ondara has no information indicating the Client does not intend to abandon the ashes, Ondara will treat the ashes as presumed abandoned and begin the notice steps described below. This is Ondara's own policy, described in full on this page.

2. (b) Written Notice of Proposed Disposition

   Certified mail, return receipt requested

   Before disposing of any presumed-abandoned ashes, Ondara will send the Client a written Abandonment Notice via certified mail, return receipt requested, to the Client's last known address. The notice will state Ondara's intent to dispose of the ashes and the date of proposed disposition, which will be no sooner than fifteen (15) calendar days after mailing.

3. (c) Unclaimed Notice

   If certified mail is returned unclaimed

   If the Abandonment Notice is returned unclaimed, Ondara will publish a notice of the proposed disposition at least once in a newspaper of general circulation in the county where Ondara's facility is located.

4. (d) Disposition of Abandoned Ashes

   Respectful final disposition

   If the Client does not respond within the time periods stated above, Ondara may scatter, bury, or otherwise lawfully dispose of the ashes at its discretion. By acknowledging this policy at arrangement and by signing the Service Agreement at intake, the Client releases Ondara from all claims, liability, and damages arising from such disposition.

5. (e) Storage

   No storage fee

   Ondara does not charge a storage fee for ashes held while awaiting retrieval. If Ondara ever introduces one, the rate will be published and the Client will be given notice before any fee begins to accrue.

Ondara's total liability for any claim arising from the aquamation of the pet's remains — including but not limited to loss of or damage to the remains, misidentification, or failure to return the ashes — shall not exceed the total fees paid by the Client for the aquamation service.

Ondara shall not be liable for any indirect, incidental, special, consequential, or emotional distress damages arising from the aquamation services or from the disposition of abandoned ashes.

Ondara shall not be liable for delays in processing caused by equipment malfunction, utility interruption, natural disaster, pandemic, government order, or other circumstances beyond Ondara's reasonable control.

The Client agrees to pay all fees for the selected services as quoted by Ondara at the time of service arrangement. Payment is due at the time of service unless other arrangements have been made in writing.

Ondara reserves the right to retain possession of the ashes until all fees for the selected services are paid in full.

Ondara uses identification tags and tracking procedures throughout the aquamation process. While we take reasonable care to maintain the identity and separation of each pet, Clients acknowledge that due to the nature of the process, absolute separation of all mineral matter cannot be guaranteed. Minor incidental commingling of trace amounts of calcium mineral may occur.

For full details on our identification protocols, see our Standards & Protocols page.

As part of the online arrangement process, each Client digitally acknowledges the following before the full Service Agreement is signed at intake:

• • Legal ownership or authorization to arrange services
• • Understanding of the aquamation process and the characteristics of the ashes it returns
• • This Abandoned Remains Policy, including what happens if the ashes are never retrieved
• • Agreement to pay all fees associated with the selected services
• • That the service is non-refundable once the process has begun

We understand that veterinary clinics sometimes accumulate unclaimed remains over time—whether from clients who never returned, families who changed their minds, or cases with incomplete contact information. These situations create an uncomfortable burden for your practice.

Ondara offers a Legacy Remains Resolution Service specifically for veterinary clinics. We'll help you clear your backlog with dignity and proper documentation.

How It Works

• • Inventory & Documentation: We work with your team to catalog all legacy remains with whatever identifying information is available
• • Signed Authorization: Your clinic's authorized representative signs a release statement for each set of remains
• • Owner Contact Attempt: Where contact information exists, we make documented good-faith attempts to reach the original owner
• • Dignified Processing: Unclaimed remains are processed via communal aquamation with the same care and respect as any case
• • Documentation for Your Files: You receive a record for each set of remains, including the authorization you signed, the dates, and the disposition method

Ready to resolve your clinic's legacy remains? Contact us directly or call us at (720) 903-4433.

We're here to provide clarity and peace of mind. Please don't hesitate to reach out.