"Our pets are our family." – Ana Monnar
When we lose a beloved pet, it can feel like the ground shifts beneath us. They aren’t “just animals”, they are companions, confidants, and, for many, a source of unconditional love. Yet when it comes to terms and conditions covering ticket refunds, society still draws a hard line: refunds are only given if we lose a human family member.
But is it time to rethink that?
The Changing Place of Pets in Our Lives
A recent Dogs Trust survey gathered responses from more than 342,000 people, and the results were overwhelming:
- - 95% said their dog improves their mental health
- - 84% rely on their dog for emotional support
- - 80% call their dog their best friend
- - And an extraordinary 94% see their dog as family
These numbers don’t just highlight the role pets play in our daily lives, they challenge the way our institutions recognize them.
https://www.dogstrust.org.uk/about-us/what-we-do/research/national-dog-survey
When Grief Affects More Than the Heart
At Simple Refunds, we are often helping customers apply for refunds when they miss events due to the loss of an immediate family member. Each case is handled with compassion and sensitivity.
But recently, especially since the pandemic, we’ve noticed something new: an increasing number of refund requests linked to the death of a pet.
“The bond between humans and their pets is often deep and enduring. Pets provide companionship, emotional support, and a sense of purpose, making their loss similar to losing a family member or close friend. The grief experienced after the death of a pet can show itself in various ways, including sadness, anger, guilt, and loneliness.
One of the primary challenges of pet loss is the unique nature of the relationship. Unlike human relationships, which may involve complex dynamics and communication, the bond with a pet is often characterized by uncomplicated love and companionship. As a result, the loss can feel particularly devastating, leaving people struggling with a deep sense of emptiness.”
Sadly, many grieving pet owners are told, implicitly or explicitly, that “it was just a pet.” The emotional toll is minimised, even though science and lived experience prove otherwise.
https://rarebreedvet.com/team/navigating-the-impact-on-mental-health-after-the-loss-of-a-pet/#:~:text=Acknowledge%20Your%20Feelings%3A%20Allow%20yourself,the%20loss%20of%20a%20pet.
The Big Question for Refund Providers
Right now, pet loss isn’t included in ticket refund terms and conditions. But should it be?
What documentation would be required? Proof of ownership? A veterinary certificate as proof of death? And would a contribution be made for the cost of that paperwork?
Why We’re Starting This Conversation
At Simple Refunds, we know this is complex. But we also know customers are asking questions like this. Not providing this cover has sometimes met with dissatisfaction and negative feedback from customers about the value of purchasing a refund product. Their feedback matters to ensure cover is fit not just for today but for tomorrow as well.
Should this negative feedback be addressed in a positive way? Expanding refund terms and conditions to include pets could reshape not only our industry but also how society officially recognises the bond we share with our animals.
We want to hear from you.
Should the definition of “family” in refund terms and conditions be broadened to include pets? Or is that a step too far?
Join the conversation by commenting below. Your voice matters.
Sheila Simison, Managing Director of Simple Refunds and proud owner of The Famous Scout (a border terrier).
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29 September 2025
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