Last Updated Date: 22 September 2025
Company Name: Forever Paws Ltd
Business Address: 96 Laymecc, Triq Prince Albert, Marsa MRS1046

Welcome to Forever Paws. These Terms of Service (“Terms”) govern the provision of pet cremation services (“Services”) offered by Forever Paws (“we”, “our”, or “us”). By using our Services, you (“you”, “your” or “Client”) agree to these Terms. Please read them carefully.

1. Scope of Services

Forever Paws provides individual pet cremation services and optional memorial products such as urns and keepsakes.
We do not offer communal or mass cremation services.

2. Eligibility

You must be the legal owner, custodian, or authorised representative of the pet to request our Services.
We may request proof of ownership before accepting a pet for cremation.

3. Service Process

• Collection/Drop-Off: Pets may be collected by our team or delivered to our facility at a pre-arranged time.

• Identification: Each pet is assigned a unique identification tag upon receipt to ensure individual cremation.

• Optional Services: Services such as paw prints, fur clippings, or special memorial arrangements must be requested in advance in writing or selected on the registration form at the time of booking.

  • If a request is not made before cremation, we cannot fulfil it afterwards, and full payment for cremation is still due.

• Cremation: Cremation is carried out respectfully and according to Maltese environmental and health regulations.

• Collection of Ashes: In accordance with Maltese cremation law, the owner or their authorised representative must collect the ashes once cremation is complete, unless delivery has been pre-arranged with us.

  • Ashes must be collected within 5 days of notification.

  • After 5 days, a late collection fee of €5 per day will apply until the ashes are collected or delivered.

  • If ashes are not collected within 60 days, they will be respectfully disposed of in accordance with Maltese law.

4. Memorial Products

Memorial products (urns, keepsakes, jewellery) are subject to availability. Custom items may have separate lead times and may not be refundable once production has started.

5. Pricing & Payment

• Prices for Services and products are displayed on our website or provided in writing.

• Payment is due after cremation, prior to collection or delivery of ashes.

• Full payment remains due even if an optional service was not requested before cremation, as it is not possible to provide such services retroactively.

• We accept Card and Cash.

6. Cancellations & Refunds

• Before Cremation: If you cancel your booking after we have received your pet but before cremation takes place, a storage fee of €15 per day (minimum €50) will apply.

• After Cremation: Once cremation has taken place, no cancellation or refund is possible.

• Products: Refunds for memorial products follow Maltese consumer protection laws; customised items are non-refundable once production begins.

7. Liability

• We handle each pet with dignity and care, but we are not liable for events outside our control (e.g. transport delays, acts of nature).

• Our total liability is limited to the amount paid for the Service.

• We are not liable for emotional distress, indirect losses, or financial losses resulting from the cremation process.

8. Health & Safety

We reserve the right to refuse a pet that poses a health or safety risk (e.g. contagious disease). In such cases, we will advise you on safe handling and legal requirements.

9. Data Protection

Your personal information will be handled in accordance with our Privacy Policy and the EU General Data Protection Regulation (GDPR).

10. Complaints & Dispute Resolution

We aim to resolve any concerns promptly and compassionately. Please contact us at [email protected].
If a dispute cannot be resolved amicably, it may be referred to the Maltese Consumer Claims Tribunal or a competent court in Malta.

11. Changes to Terms

We may update these Terms from time to time. Updated versions will be posted on our website, and the date of the last revision will be indicated at the top of this page.

12. Governing Law

These Terms are governed by the laws of Malta and subject to the exclusive jurisdiction of Maltese courts.