We must always strive to resolve issues in such a way that the outcome is positive. This must be done within reason, playing to the strength and abilities of the Pet Heaven team.
We are employed by the people we serve.
If a customer paid for a service, even if we accepted the order in error, it is their right to receive this service - eg. customer in Knysna placed an order (address was accepted due to system error), we have to make a reasonable effort to deliver the service to the person if possible.