Terms & Conditions

These terms apply to all pet relocation, pet cargo and shared private charter services provided by PetsPassport. By confirming a booking you accept them on behalf of yourself and any person travelling with you.

If anything here is unclear, ask us before booking. We would rather explain a clause than rely on it.

Quotations are prepared individually based on the information you provide about your pet, route and dates. If that information changes — breed, weight, crate size, route or date — the price may change.

A booking is confirmed only once we have acknowledged it in writing and the agreed deposit has been received. Charter seats are limited and are allocated in order of confirmed bookings.

A deposit is payable to secure a charter seat or relocation slot. The balance is due before travel, by the date stated on your invoice.

Prices are quoted in the currency shown on your quotation. Bank charges, currency conversion costs and any third-party fees imposed after booking are payable by you.

We prepare, submit and track the documentation required for your pet's journey, but the accuracy of the underlying information remains your responsibility. You must provide truthful details about your pet's identity, health, vaccination history and behaviour.

You must attend veterinary appointments as scheduled and provide original documents when requested. Travel can be refused by authorities or carriers if documentation is incomplete, incorrect or out of date.

Your pet must be fit to fly. We may decline or postpone travel where we believe an animal's health, age, pregnancy or condition makes travel unsafe, and we will always explain why.

Sedation is not permitted for air travel. If a pet has been sedated without disclosure, travel may be refused.

Charter and commercial flight timings are indicative and may change for reasons outside our control, including weather, air traffic restrictions, operational decisions by the operator, and government or veterinary authority requirements.

Where a departure is rescheduled we will offer the next available departure or, where that is not workable for you, discuss alternatives. We are not liable for consequential costs such as accommodation, onward travel or missed connections.

Cancellation charges depend on how close to departure you cancel and on costs already committed on your behalf, including permits, veterinary work, crates and aircraft charges. Your written quotation sets out the applicable scale.

Deposits are non-refundable once permits or aircraft capacity have been committed against your booking.

If we cancel a departure and cannot offer an acceptable alternative, we will refund amounts paid to us for that departure, less any third-party costs already irrecoverably incurred on your behalf.

Air carriage is subject to the terms of the operating carrier and to applicable international conventions. Our liability is limited to the value of the services we have contracted to provide.

We are not liable for loss, delay, injury or death arising from pre-existing medical conditions, inaccurate information supplied to us, the acts of government or veterinary authorities, or events outside our reasonable control.

We strongly recommend appropriate pet travel and veterinary insurance covering the journey and the period immediately after arrival. Insurance is not included in our fees unless expressly stated in writing.

We collect only the information needed to arrange your pet's travel and share it solely with the parties required to deliver it: veterinary practices, government authorities, airlines, charter operators and ground handlers. We do not sell personal data.

These terms are governed by the law of England and Wales, and any dispute will be subject to the exclusive jurisdiction of its courts.

Questions about these terms should be sent to penny@petspassport.com.