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Effective Date: July 12, 2026
Welcome to Lilac & Hearth, LLC. By requesting or using our services, you acknowledge that you have read and agree to these Terms & Conditions.
Our Services
Lilac & Hearth, LLC provides compassionate companion animal services, including:
All services are provided by appointment and subject to availability.
Owner Surrenders
Scheduling an owner surrender does not guarantee that Lilac & Hearth, LLC will accept an animal. Acceptance is based on available space, the animal’s health and behavior, available resources, and our ability to provide appropriate care.
Owners must provide complete and truthful information regarding the animal’s health, temperament, bite history, vaccination status, medications, and behavioral concerns.
Once the surrender agreement has been signed, ownership of the animal is permanently transferred to Lilac & Hearth, LLC. All decisions regarding medical care, placement, transfer, or adoption become the sole responsibility of Lilac & Hearth, LLC.
Surrender fees and transportation fees are non-refundable.
Surrender Pickup Services
Pickup services are available by appointment.
Transportation fees cover travel time, fuel, vehicle expenses, and handling of the animal. Pickup fees are separate from surrender fees.
Mileage charges apply outside the local service area.
Emergency and same-day services are subject to availability and additional fees.
Adoption Services
Lilac & Hearth, LLC is committed to placing animals in safe, responsible, and loving homes.
Submitting an adoption application does not guarantee approval.
All adoption decisions are made solely by Lilac & Hearth, LLC after reviewing the applicant, veterinary references (when applicable), landlord approval, and any additional information deemed necessary.
Adoption fees help offset veterinary care, vaccinations, spay/neuter, microchipping, food, transportation, and daily care costs.
Adoption fees are generally non-refundable unless otherwise approved by Lilac & Hearth, LLC.
Trap-Neuter-Return (TNR)
TNR services are intended for unowned, free-roaming community cats.
Individuals requesting TNR services acknowledge that:
Lilac & Hearth, LLC is not responsible for community cats after they have been returned to their original location.
Pet Transportation
Transportation services may include:
Owners are responsible for providing accurate health information, emergency contact information, medications, and special handling instructions before transport.
Waiting fees may apply for appointments requiring transportation and return service.
Health & Safety
Lilac & Hearth, LLC reserves the right to refuse any service if an animal presents a safety risk or requires care beyond what can reasonably be provided.
Limitation of Liability
While every reasonable effort is made to provide safe, compassionate, and professional care, Lilac & Hearth, LLC shall not be liable for illness, injury, escape, death, or unforeseen events beyond our reasonable control, except where caused by gross negligence or willful misconduct as provided by law.
Changes to Policies
Lilac & Hearth, LLC reserves the right to update these Terms & Conditions, services, and pricing at any time.
By using our services, you acknowledge your understanding of and agreement to these Terms & Conditions.
Effective Date: July 12, 2026
Lilac & Hearth, LLC provides pet services that require advance scheduling, coordination, and allocation of resources. Accordingly, the following Return & Refund Policy governs all services and transactions.
Service Fees
Payments for owner surrender services, transportation services, TNR services, and other scheduled appointments are generally non-refundable once the service has been completed.
Cancellation Policy
Appointments must be canceled at least 24 hours prior to the scheduled time. Cancellations made with less than 24 hours’ notice may result in forfeiture of any fees paid and may incur an additional cancellation fee.
Owner Surrenders
Surrender fees are non-refundable once the surrender process has commenced or ownership of the animal has been transferred to Lilac & Hearth, LLC.
If a scheduled surrender is canceled at least 24 hours in advance, a refund may be issued upon review of the circumstances.
Transportation Services
Transportation fees include travel time, fuel, vehicle use, and scheduling.
Once transportation services have commenced, fees are non-refundable.
If a transportation appointment is canceled at least 24 hours prior to the scheduled time, a refund or service credit may be issued following review.
Trap-Neuter-Return (TNR)
TNR service fees are non-refundable once trapping, transportation, or veterinary services have been scheduled or initiated.
Lilac & Hearth, LLC does not guarantee successful trapping of community cats or the availability of veterinary appointments.
Adoption Fees
Adoption fees are intended to offset the costs of veterinary care, vaccinations, spay/neuter procedures, microchipping, food, housing, transportation, and daily care.
Adoption fees are generally non-refundable.
If an adoption is not successful, adopters are expected to contact Lilac & Hearth, LLC. Whenever feasible, animals should be returned to Lilac & Hearth, LLC rather than rehomed independently or abandoned.
Any refund following the return of an adopted animal will be determined based on the specific circumstances.
Merchandise
Unused merchandise may be returned within 14 days of purchase with proof of purchase, unless otherwise specified. Personalized, custom-made, clearance, and consumable items are not eligible for return.
Exceptions
Refunds may be issued if Lilac & Hearth, LLC is unable to provide a scheduled service due to circumstances within its control.
All refund requests are evaluated on a case-by-case basis. Approved refunds will be issued using the original payment method whenever possible.
Questions
For questions regarding this policy, please contact Lilac & Hearth, LLC prior to scheduling services.
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