Terms & Conditions

1. Acceptance & eligibility

By booking a visit, using edencrestvet.com, or receiving services from us, you accept these Terms and our Privacy Policy.

You must be at least 18 years old to book a visit. If you are booking on behalf of someone else — a parent, a partner, an estate — you confirm that you have their authority to do so and to agree to these Terms for them.

If you do not agree with these Terms, please do not use the site or book a visit. You are welcome to call (209) 561-5180 to discuss anything here before you book.

2. What we provide

Edencrest provides in-home veterinary end-of-life care within our Los Angeles, CA service area, including in-home euthanasia, quality-of-life consultations, and the coordination of aftercare such as aquamation, urns, and memorial keepsakes.

Service area

We visit homes inside the service area shown on our website. Whether an address is inside that area is confirmed during booking. We may decline or cancel a booking if the address turns out to be outside the area, and in that case you receive a full refund.

Clinical judgment

Euthanasia is a veterinary medical procedure and remains subject to Dr. DiGenova’s professional judgment and to California law. We may decline to proceed where doing so would be unlawful, unsafe, or clinically inappropriate — for example where ownership or authority to consent cannot be established, where the animal’s condition does not support the request, where a rabies exposure or bite quarantine obligation applies, or where the environment is unsafe. If we decline before the procedure, section 5 governs what is refunded.

3. Booking & appointments

How a booking is made

You choose a time on our booking page and provide your contact details, your address, and information about your pet. That selection places a temporary hold on the time slot while you complete the rest of the booking.

Holds expire

A held time is not a confirmed appointment. If payment is not completed, the hold is released automatically and the slot returns to general availability. Your appointment is confirmed only once payment has been received and we have confirmed it to you.

Accurate information

You agree that the information you give us — your contact details, your address, and your pet’s species, breed, age, and weight in particular — is accurate and complete. Weight determines both medication dosing and aftercare pricing. If your pet’s actual weight differs materially from what you entered, the aftercare price may need to be adjusted, and we will discuss that with you before proceeding.

Arrival windows

We aim to arrive at the scheduled time. Traffic, weather, and the unhurried nature of the visits before yours mean arrival times can shift. We will contact you if we are running late. An arrival time is an estimate and not a guarantee.

Changes by us

If we must reschedule or cancel because of illness, an emergency, or circumstances outside our control, we will contact you as quickly as possible, offer the earliest alternative we have, and refund in full if you would rather not rebook.

4. Pricing, travel & payment

Prices

Current prices are shown on our pricing page and in the booking flow, and the total you see at checkout is the total you pay. Prices are in US dollars and may change over time; the price that applies to your booking is the one shown when you complete payment.

Travel

Travel is included inside our free-travel zone. Addresses further out may carry a travel fee, which is calculated from the address you enter and shown to you before you pay. If the address you gave is not the address we are asked to attend, travel may need to be recalculated.

Payment in advance

Payment is taken in full at the time of booking, through Stripe. We do not receive or store your card details; see our Privacy Policy. By submitting payment you authorise the charge shown at checkout.

Additional charges

Occasionally something is added or changed on the day — a keepsake decided on at the visit, or aftercare arranged after the fact. Anything not paid for at booking is quoted to you first and charged separately, with your agreement.

5. Cancellations & refunds

Cancellations, rescheduling, and refunds are governed by our Refund & Cancellation Policy, which forms part of these Terms.

In short:

• If your pet passes away before the appointment, the booking is refunded in full — no cancellation fee, no deadline.
• For a cancellation for any other reason, you must notify us at least four hours before your scheduled appointment time. We then refund what you paid, less a $100 cancellation fee. An appointment at 6:00 PM must be cancelled by 2:00 PM.
• Cancellations inside the four-hour window are not refundable, other than aftercare and keepsakes that have not yet been carried out or made.
• Rescheduling is free and carries no cancellation fee.

By completing payment you agree to these cancellation terms. The full detail, including what happens if we cannot complete the visit, is in the Refund & Cancellation Policy.

6. Consent to euthanasia

Euthanasia is permanent and irreversible. These are the assurances we need from you before we proceed.

By booking and by proceeding with the visit, you represent and warrant that:

• You are the legal owner of the animal, or you are duly authorised by the legal owner to consent to euthanasia on their behalf.
• No other person has an ownership interest that would prevent this decision, and there is no dispute over ownership or custody of the animal.
• You understand that euthanasia causes the death of the animal and that the procedure cannot be reversed once begun.
• To the best of your knowledge, the animal has not bitten or scratched any person or other animal in the previous 15 days, and is not currently under a rabies observation or quarantine order. If either is the case, you must tell us before the visit — the law may require the animal to be observed, or the head submitted for rabies testing, which changes what we can do.
• You have disclosed any known infectious or zoonotic disease.

You will be asked to sign a written euthanasia authorisation before the procedure. That signed authorisation, together with these Terms, governs the procedure. If we cannot obtain valid authorisation, we will not proceed.

Dr. DiGenova will explain each step at whatever level of detail you wish, and you may ask her to stop and talk at any point before the final medication is given.

7. During the visit

So that the visit is safe and calm for everyone, you agree to:

• Provide safe, lawful access to the property and a reasonable working space for the veterinarian.
• Secure other animals in a separate room during the procedure, and tell us in advance of any animal with a history of aggression.
• Decide who is present. Children and other family members are welcome; that choice is entirely yours, and we are happy to help you think it through beforehand.
• Ensure the environment is free of hazards including smoke, open flame, firearms, and intoxicated or hostile individuals.

We reserve the right to end a visit if the veterinarian’s safety is at risk, if anyone present is abusive, or if the environment makes safe practice impossible. Section 5 and the Refund Policy govern what is refunded in that situation.

Please do not photograph or record the veterinarian without her consent. You are of course free to take your own photographs of your pet and your family.

8. Aftercare, urns & keepsakes

Aftercare is optional. If you select it, we transport your pet and coordinate the service with our aftercare partner.

• Individual aquamation returns your pet’s ashes to you. Communal aquamation does not — ashes are scattered respectfully and are not recoverable once the process has begun. Please choose carefully.
• Timing. Aftercare typically takes one to three weeks depending on volume and the options selected. Timeframes given are estimates, not guarantees.
• Return of ashes. You may collect from the aftercare facility, choose shipping, or choose hand delivery. For hand delivery we will call to arrange a window. Once ashes are handed to a carrier, delivery is subject to that carrier’s terms.
• Keepsakes. Paw and nose prints and name plates are made by hand from a specific animal at a specific moment. Small variations in appearance are inherent to them and are not defects. Prints depend on the condition of the paw or nose and, in rare cases, cannot be taken — if that happens we will tell you and refund that item.
• Urns. Wood is a natural material; grain and colour vary between pieces.

If you choose to arrange burial or aftercare yourself, please note that home burial is regulated in California and by some municipalities. Complying with local requirements is your responsibility.

9. SMS & text messaging terms

These terms apply to the Edencrest Veterinary Care LLC text messaging program. They supplement, and do not replace, the rest of these Terms.

Consent

You opt in by ticking the consent box during booking or by otherwise giving us express written consent. Consent to receive text messages is not a condition of purchase or of receiving care — if you prefer not to receive texts, call us and we will handle your appointment by phone and email instead.

Your number

You confirm that you are the subscriber or the customary user of the mobile number you give us, and that you are authorised to consent for it. If your number changes or is reassigned, please tell us promptly.

Privacy

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are not shared with any third party other than the aggregators and providers that deliver the messages. See our Privacy Policy for the full detail.

Delivery

Messages may not be available on all carriers or devices, and delivery can be delayed or fail for reasons outside our control. Carriers are not liable for delayed or undelivered messages. Because delivery cannot be guaranteed, do not rely on text messaging for anything urgent — call us.

10. Email & phone contact

When you book, you agree that we may contact you by email and telephone about that booking — confirmations, reminders, aftercare, and receipts. These are transactional messages tied to the service you have purchased. Any marketing email we send carries an unsubscribe link, and unsubscribing from marketing does not stop transactional messages about a booking you have made.

11. Use of this website

You may use edencrestvet.com to learn about our services and to book a visit. You agree not to:

• Use the site or booking system for any unlawful purpose, or to book appointments you do not intend to keep.
• Submit false information, impersonate another person, or use another person’s payment method without authority.
• Scrape, harvest, or data-mine the site, or attempt to interfere with, overload, or gain unauthorised access to it or its underlying systems.
• Introduce malware, or attempt to circumvent any security or rate-limiting measure.
• Copy, republish, or resell any part of the site or its content.

We may suspend or refuse access to the site or to our services if these terms are breached.

12. Intellectual property

The Edencrest name and logo, the site’s text, photographs, video, design, and code are owned by Edencrest Veterinary Care LLC or its licensors and are protected by copyright and trademark law. You may view and print pages for your own personal, non-commercial use. Any other use — reproduction, distribution, modification, or commercial use — requires our written permission.

13. Third-party services

Our site and booking flow rely on third-party services including Stripe for payment, HighLevel/LeadConnector for scheduling and messaging, Google Maps for address lookup and the service-area map, and our aftercare partner for aquamation and keepsakes. Your use of those services is also subject to their own terms and privacy policies. We are not responsible for their content, availability, or practices.

14. Reviews & testimonials

If you leave us a public review, or send us a message that you tell us we may share, you grant us permission to reproduce it — in whole or in an accurate excerpt — on our website and marketing materials, alongside your first name and last initial. We will not add your full name, your address, or your pet’s medical details without asking you first. You may withdraw that permission at any time by emailing hello@edencrestvet.com, and we will remove it from material we control.

Testimonials reflect the experience of the individual client. They are not a guarantee of any particular outcome.

15. Disclaimers

Content on this website is provided for general information about our services. It is not veterinary advice for your individual animal, and it should not be used to decide whether or when euthanasia is appropriate. That conversation belongs with a veterinarian who has examined your pet.

The website is provided “as is” and “as available.” To the fullest extent permitted by law, we disclaim all warranties relating to the website, express or implied, including merchantability, fitness for a particular purpose, and non-infringement, and we do not warrant that the site will be uninterrupted, secure, or error-free.

Nothing in these Terms limits our professional obligations as a licensed California veterinary practice, or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

16. Limitation of liability

To the fullest extent permitted by California law, and except as stated in section 15:

• Edencrest is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, arising out of or relating to the website, these Terms, or the services.
• Our total aggregate liability arising out of or relating to any booking is limited to the amount you paid for that booking.
• We are not liable for delays or failures caused by events outside our reasonable control, including natural disaster, fire, severe weather, civil unrest, road closure, power or network failure, or the acts of a third-party provider.

Some jurisdictions do not allow certain limitations, in which case those limitations apply only to the extent permitted.

17. Indemnification

You agree to indemnify and hold harmless Edencrest Veterinary Care LLC, its owner, employees, and contractors from any claim, loss, liability, or expense (including reasonable legal fees) arising from: your breach of these Terms; information you gave us that was false or incomplete, including the representations in section 6; a dispute with any other person over ownership of the animal or authority to consent; injury caused by any animal on the property during the visit; or an unsafe condition at the property that you did not disclose.

18. Disputes & governing law

Talk to us first

If something has gone wrong, please contact us before anything else. Most concerns are resolved by a phone call. Email hello@edencrestvet.com or call (209) 561-5180, and we will work with you in good faith for at least 30 days to reach a resolution.

Governing law

These Terms and any dispute arising from them or from our services are governed by the laws of the State of California, without regard to its conflict-of-law rules.

Venue

Any dispute that is not resolved informally will be brought exclusively in the state or federal courts located in Los Angeles County, California, and you and Edencrest consent to the personal jurisdiction of those courts. Either of us may bring a qualifying claim in California small claims court instead.

Complaints about veterinary care

Nothing in these Terms prevents you from filing a complaint with the California Veterinary Medical Board, or from exercising any right you have under California consumer protection law.

19. Changes to these terms

We may update these Terms as our practice or the law changes. The “Last updated” date at the top of this page shows when. The version in force for your booking is the version published when you completed payment, and we will not apply a later change retroactively to a booking already made. Continuing to use the site after a change means you accept the updated Terms.

20. General provisions

• Entire agreement. These Terms, the Privacy Policy, the Refund & Cancellation Policy, and any euthanasia authorisation you sign are the entire agreement between you and Edencrest regarding our services.
• Severability. If any provision is found unenforceable, it is modified to the minimum extent necessary or severed, and the remaining provisions stay in force.
• No waiver. Our not enforcing a provision on one occasion is not a waiver of it.
• Assignment. You may not assign these Terms. We may assign them to a successor of the practice.
• Headings. Section headings are for convenience only and do not affect interpretation.

21. How to contact us

Questions about these Terms, or about anything before you book, reach us directly.