Charter Flight Booking Terms and Conditions

1.1The Company's quotation is an invitation to book, not a guarantee of capacity. A Booking is confirmed only after cleared payment in full, acceptance of these Terms and issue of a Booking Confirmation. An enquiry, verbal agreement or partial payment does not reserve or secure a place. Any exception must be expressly agreed in writing before payment.

1.2The Client accepts these Terms by signing them, ticking an online acceptance box, replying in writing that they accept them, or paying the Invoice after receiving or being given a durable link or copy of them. Electronic acceptance and records may be used as evidence to the extent permitted by Applicable Law.

1.3The contract consists of, in descending order of priority: (a) the Booking Confirmation; (b) the Invoice and any written special conditions expressly agreed by the Company; (c) these Terms; and (d) any disclosed Operator terms. A later document prevails only where it expressly changes an earlier term.

1.4The Client must check the quotation, Invoice and Booking Confirmation promptly and report inaccuracies as soon as identified. PetsPassport will correct errors for which it is responsible. Failure to report an error does not itself validate incorrect information or remove a mandatory right.

1.5The Company will retain a copy of the Terms supplied before payment, the time and method of acceptance, the Invoice, Booking Confirmation and material agreed changes. The Client should retain the copy provided.

1.6A Booking Confirmation confirms only the Client's contractual reservation. It is not a Flight Confirmation and does not mean that the Flight is confirmed to operate. Operation remains subject to the separate final go-ahead, Operator acceptance, aircraft availability and all landing, departure, overflight, airport-slot, route, animal-health, customs and other required approvals.

2.1Full cleared payment is due within 24 hours after the Invoice is sent, unless a different deadline is expressly agreed in writing. The place is not confirmed or secured until payment is received in full and the Company issues the Booking Confirmation. If payment is not received by the deadline, the Company may cancel the Invoice and release the place without further notice. The applicable price, currency and taxes will be stated in the quotation and Invoice. Payment must use the Company's confirmed payment arrangements unless another method is expressly agreed.

2.2The Client is responsible for charges imposed by their own bank and their chosen currency-conversion service. The Company may charge a payment fee only where lawful and disclosed before payment; prohibited consumer payment surcharges will not be applied. Payment is recorded when received in cleared funds.

2.3Prices may change before an Invoice is issued. Once the Invoice is issued and paid, the Price is fixed for the agreed scope. Client-requested changes, additional services and reasonable costs caused by the Client or their independently appointed veterinarian may be charged separately where lawful and disclosed. The Company will explain any proposed charge and obtain agreement before avoidable work is undertaken. A supplier price increase does not itself permit the Company to increase an agreed, paid fare.

2.4If a Client declines a proposed additional charge and the original Booking cannot proceed, the Company will explain the available options and applicable cancellation or refund rights before treating the Booking as cancelled. The allocation of responsibility and Mandatory Law apply; refusal to accept a material change is not automatically a Client-caused failure.

2.5Where two passengers travel together with one Pet, their allocation and combined price must be stated in the Invoice. Additional Pets or passengers require written acceptance; any additional seat requirement and charge depend on the aircraft configuration, safety requirements and agreed allocation. No additional passenger or Pet is included merely because physical space is available.

3.1Cancellation by you. Once the Company has made a binding, non-refundable commitment to the aircraft Operator for your Booking, cancellation may result in the loss of your full payment. Any refund depends on the costs the Company can recover or avoid, including net proceeds from reselling the same capacity, and your applicable legal rights. Before that commitment, contact the Company to request cancellation; it will explain the costs already incurred and the amount available for refund. Cancellation must be sent in writing by email or WhatsApp to the contact in clause 26 and is effective when received. A failure to attend or inability or refusal to travel for a reason attributable to the Client or Pet is treated as Client cancellation, subject to clause 4.

3.2Because the Company secures limited charter capacity and may make binding, non-refundable commitments shortly after payment, the Company may retain from the Price, to the extent permitted by law: (a) amounts irrevocably committed or paid to the Operator, authorities or other suppliers; (b) reasonable costs already incurred in performing the Services; and (c) reasonable, evidenced cancellation and administration costs. These amounts are agreed as protection of legitimate loss and not as a penalty.

3.3The Company will take reasonable steps to reduce cancellation loss and credit applicable supplier refunds, cost savings and net proceeds from resale of the same capacity. It will avoid double recovery. A mandatory refund will not be deferred solely because a supplier has not reimbursed the Company.

3.4The Company will provide an itemised explanation of retained amounts. An agreed refund will normally be issued to the original payment method within 7-10 working days, or sooner where required by law. An undisputed refund already due will not be withheld while unrelated supplier recoveries remain outstanding. Further recoveries will be reported and accounted for when received.

3.5If the cancellation results from a Company Control Event or the Company fails to provide a Service properly, the Client's mandatory remedies are preserved and the retention formula above does not reduce a right that Applicable Law makes non-excludable.

4.1A Client or Pet may be refused or unable to travel because of late arrival, non-attendance, missing documents or safety equipment, ineligibility, health, behaviour or failure to follow lawful instructions. Where the cause is attributable to the Client, their independently appointed veterinarian or their Pet, and not to a Company Control Event, there is no automatic entitlement to a full refund solely because travel did not occur. Any retained amount must follow the reasonable-loss calculation in clause 3 and Mandatory Law; it is not an automatic forfeiture of the entire Price.

4.2Where clause 4.1 applies, the Company will nevertheless account for any net amount actually recovered or capacity actually resold in accordance with clause 3.3, unless the recovery belongs to another party under the relevant supplier terms.

5.1The Client must supervise and control their Pet and take reasonable precautions to prevent injury, escape, fouling or damage to the aircraft, terminal, furniture, equipment and third-party property. The Client must follow reasonable restraint and seating instructions and use any protective covering required by the Operator.

5.2To the extent permitted by Applicable Law, the Client is responsible for reasonable, evidenced repair, replacement or exceptional cleaning costs caused by the Client or their Pet, including chewing, scratching, biting or soiling. Ordinary wear and tear and routine cleaning are excluded. Charges must reflect the actual loss, allow for the item's condition and avoid double recovery or a penalty.

5.3PetsPassport will provide a description of the incident and reasonable supporting evidence, such as photographs, supplier charges or repair estimates. The Client will have a reasonable opportunity to respond. The Company will take reasonable steps to reduce loss and account for insurance or other recoveries for the same damage.

5.4The Client is not responsible under this section to the extent the loss was caused or contributed to by a Company Control Event or is allocated elsewhere by Mandatory Law. The Client must not admit liability on behalf of PetsPassport or the Operator. Reasonable third-party claims are also subject to clause 25.

6.1Veterinary and documentation deadlines. All examinations, treatments, certificates and permits must meet the requirements and deadlines applicable to the route. For UK-to-UAE travel, the applicable export health certificate requires examination within 24 hours before export. This is an examination window, not a universal certificate-issue deadline for every route. PetsPassport will notify the applicable requirements and deadlines before travel. The Client must arrange appointments sufficiently early and comply with the notified submission deadlines.

6.2Option 1: PetsPassport-managed service with our appointed veterinarian. The applicable service fee will be stated in the quotation and Invoice. PetsPassport arranges an appointment with an appropriately authorised veterinarian and manages the agreed travel documentation, including preparation, review and submission. The Client must attend with the Pet at the appointed location or hotel near the departure airport on the day before the Flight, at the allocated time, unless alternative arrangements are confirmed in writing. PetsPassport will confirm the location, time and required original records in advance. The Client must arrange travel to allow attendance. Hotel accommodation and transport are included only where expressly stated. PetsPassport is responsible for work performed by its team and its appointed veterinarian within this service, including errors or omissions in that work. The Client must provide complete, accurate information and attend on time. Failure to attend may prevent documentation being completed and result in refused boarding; financial consequences depend on the cause and clauses 3 and 4.

6.3Option 2: PetsPassport-managed service using your own veterinarian. The applicable service fee will be stated in the quotation and Invoice. The Client may use an independently appointed, appropriately authorised veterinarian while PetsPassport coordinates the agreed documentation process, reviews the documents for accuracy, completeness and consistency with supporting records, and submits them as agreed. The Client pays their veterinarian's fees separately and must ensure that veterinarian remains available for necessary corrections before departure. If discrepancies are identified, PetsPassport will notify the Client. The Client must arrange corrections directly with their veterinarian and return with the Pet where further examination or physical attendance is required. PetsPassport will not amend that veterinarian's certification or arrange a replacement veterinarian under this service. Corrected documents must be submitted within the notified route deadlines. The Client bears the cost of returning to their veterinarian and any additional fees charged by that veterinarian. Responsibility for that veterinarian's errors, omissions or delays rests with the Client and veterinarian, except to the extent PetsPassport's own work caused or contributed to the issue. PetsPassport remains responsible for its agreed review and coordination with reasonable care and skill. Unresolved, invalid, incomplete or late documentation may result in refused boarding; clauses 3 and 4 apply according to responsibility for the issue.

6.4Option 3: Independently arranged documentation. The Client may arrange their own veterinarian and manage the documentation process without purchasing a PetsPassport-managed service. The Client is responsible for obtaining all required examinations, certificates, endorsements and permits, making required submissions on time and arranging corrections directly with their veterinarian, including returning with the Pet if required. Responsibility for those arrangements and the veterinarian's errors, omissions or delays rests with the Client and veterinarian. Missing, incorrect, invalid or late documentation may result in refused boarding. Documents must still be submitted to PetsPassport for pre-travel review. Any separate review fee and its scope must be disclosed and expressly agreed before booking; no managed-service fee applies automatically. PetsPassport remains responsible for carrying out any review it undertakes with reasonable care and skill. Financial consequences are governed by clauses 3 and 4 and the cause of the issue.

6.5Service scope and fees. The quotation and Invoice must state the selected option, each Pet covered, whether the fee covers one journey or specified return legs, applicable taxes and which government, permit and endorsement charges are included. Vaccinations, treatments, laboratory tests, accommodation, transport and additional veterinary work are included only where expressly stated. No unspecified review fee or other discretionary charge may be added after booking without prior disclosure and agreement where required by law.

6.6PetsPassport-appointed veterinary responsibility. Where Option 1 is selected, PetsPassport will manage the response and appropriate corrective action for errors or omissions in its agreed service or that of its appointed veterinarian, and provide the remedies required by these Terms and Applicable Law. It will not exclude that responsibility merely because the veterinarian is an independent contractor. The Client remains responsible for the accuracy and completeness of information they supply; independent authority decisions are assessed according to their actual cause.

6.7Records and submission. The Client must supply complete, accurate records when requested and send legible copies of completed or corrected documents promptly after issue and before the notified deadline. Required originals and notified printed permits must accompany the Pet. The Client must cooperate with reasonable checks and keep their contact details current.

6.8Identity and vaccination checks. The Client and certifying veterinarian must check the microchip number and identity against the supporting records. PetsPassport will perform the checks within its agreed review with reasonable care and skill. Vaccination-validity or booster dates and the vaccine product's shelf-expiry date are different fields; the certifying veterinarian must follow the instructions for the applicable certificate. Documents must be consistent and correctly completed.

6.9Boarding and entry. The Operator or competent authority may refuse boarding or entry where requirements are not met. PetsPassport will notify discrepancies identified in its review as soon as reasonably practicable. Correction cannot be guaranteed before departure. Errors attributable to PetsPassport or its appointed veterinarian are not automatically treated as Client cancellation; independent-vet corrections under Options 2 and 3 remain the Client's responsibility to arrange.

6.10Effect of review. A PetsPassport review or internal approval means only that documents have passed its agreed checks for the identified journey. It is not a government permit, official veterinary certification or guarantee of boarding, entry or release. Authorities and the Operator retain their lawful decisions. This does not remove PetsPassport's responsibility for its own work.

6.11Changed requirements. PetsPassport will communicate material changes to requirements that it becomes aware of. The Client must cooperate with updated lawful requirements. Whether an authority refusal is outside Company control depends on its cause; a refusal arising from PetsPassport's or its appointed veterinarian's error is not automatically outside Company control.

6.12Cancellation or changed travel. Treatment of a paid documentation or review fee will reflect the work properly performed, reasonable lawful third-party commitments, the reason for cancellation and Mandatory Law. A fee is not automatically non-refundable in all circumstances. Any additional or repeat-documentation charge must be explained and agreed before avoidable work is undertaken.

7.1Shared charter operation depends on sufficient paid bookings, suitable aircraft, necessary approvals and operational acceptance. The Company will determine minimum commercial viability reasonably for the proposed Flight or linked rotation without committing to a fixed participation percentage. The quotation or Booking Confirmation will state the latest date for notifying the Client of the final go-ahead or cancellation.

7.2Before the final go-ahead, the Company may continue marketing remaining capacity and seeking regulatory and Operator confirmations. A confirmed individual Booking does not guarantee that the scheduled Flight will operate. The Company will issue a separate written Flight Confirmation only after the final operational go-ahead. Even after Flight Confirmation, lawful safety, weather, airspace, authority and operational changes may still occur under these Terms.

7.3If minimum viability is not achieved, the Company may propose a reasonable alternative date, airport, route or aircraft, or cancel the affected Flight. A material alternative requires the Client's agreement where required by law. The Company will notify the Client by the stated decision deadline or sooner once cancellation is decided.

7.4If PetsPassport cancels solely because minimum viability was not achieved, the Client may choose an available alternative or a refund of the amount paid for the cancelled Flight. The Company will not impose a credit instead of an available refund or deduct aircraft commitments from that Flight refund. The refund will be processed within 14 calendar days of cancellation, or sooner where law requires. Separately itemised documentation work is treated under clause 6.12, without reducing any broader mandatory refund right. For an affected second leg, clause 10 states the agreed price allocation, subject always to Mandatory Law.

7.5Failure or delay of a landing, departure, overflight, slot, route, animal-health or other authority approval is governed by clauses 1.6, 19, 20 and 9. A final go-ahead remains subject to the Operator's continuing safety and operational authority up to completion.

8.1The planned dates, times, airports, aircraft, routing and stopovers are those stated in the Booking Confirmation and later written flight updates. They may change for the reasons in this section. A final operational confirmation is not a guarantee against later safety, regulatory or disruption events, but this does not permit unrestricted discretionary changes or remove mandatory remedies.

8.2The Operator or Company may make a reasonable change required for safety, legality, animal welfare or operational delivery, including changing the time, date, aircraft, airport, route, fuel stop, technical stop, seating, baggage allowance or service provider. The Company will not make a material discretionary change without a legitimate reason.

8.3If a change is material, the Company will explain the available option as soon as reasonably practicable. Remedies will be determined under clauses 3, 4, 19, 20, 9 and Applicable Law, taking into account whether the cause is a Company Control Event or Outside Company Control Event.

8.4The Client should allow adequate time for animal clearance and onward connections and consider flexible onward travel and accommodation. PetsPassport will communicate material changes as soon as reasonably practicable. Liability for separate arrangements depends on the cause and Applicable Law; this clause does not exclude losses for which the Company is legally responsible.

8.5Diversion and alternative arrival procedures. A Flight may be rerouted or diverted to a different airport, terminal or entry point because of safety, weather, airspace, operational, veterinary, customs or regulatory requirements, including a change in permission to use the intended arrival point. The procedures at the alternative airport may differ from those originally described.

8.6At an alternative entry point, authorities or authorised handling agents may require Pets to be processed through cargo or animal-import facilities, separately from their owners. This may involve unloading, transfer to an approved holding area, microchip scans, document review, examination, treatment or quarantine where lawfully required. An in-cabin booking does not guarantee that a Pet can remain with its owner throughout arrival processing or an authority-directed intervention. Cargo clearance on the ground is distinct from carriage in the aircraft hold; any proposed change in onward carriage must be separately explained and lawfully arranged.

8.7PetsPassport will explain known material changes, provide updates as reasonably available, liaise with the Operator, arrival agents and authorities, and take reasonable steps within its control to support the Pet's welfare and prompt reunification. It will seek information about the Pet's location, care arrangements and release requirements. Access, processing order and release timing may be controlled by the authorities and cannot be guaranteed. The Client must remain contactable and cooperate with lawful requirements.

8.8Responsibility for a diversion, separation and related costs depends on the cause. Where the event is genuinely beyond Company control, clauses 19, 20, 9 apply. Where it is caused or materially worsened by a Company Control Event, including an error in its appointed veterinary service, the Company retains its applicable responsibility. Errors by a Client-appointed veterinarian are addressed in clause 6. No acknowledgement of possible separation waives responsibility for a Company Control Event or the Client's mandatory rights.

9.1For delay or temporary prevention caused by an Outside Company Control Event, the Company may keep the Booking valid and offer the next reasonably available departure, rerouting or substitute arrangement. A temporary delay does not by itself create an automatic right to a refund, except where Applicable Law requires one.

9.2If performance becomes permanently impossible because of an Outside Company Control Event, the Company will explain the cancellation, available alternatives and applicable refund or assistance rights. It will provide refunds required by its contractual obligations and Mandatory Law without making them conditional on third-party recovery. Where a lawful entitlement is limited to recoverable sums, the Company will account for uncommitted funds and net recoveries after reasonable evidenced recovery costs. No credit or material replacement will be imposed where the Client is entitled to choose a refund.

9.3If the Operator cancels or capacity becomes unavailable, the Company may offer a reasonable substitute, rerouting or rescheduled flight. If no reasonable alternative is available or accepted where acceptance is legally required, the Company will provide the remedy required by Applicable Law and otherwise apply clause 9.2.

9.4The Company is not liable for separate costs or losses caused by an Outside Company Control Event, including accommodation, meals, visas, quarantine, veterinary care, onward travel, lost earnings or missed events, except to the extent Applicable Law makes that liability non-excludable.

10.1The Company may offer a linked return-flight promotion for specified routes and travel dates. A discount applies only where both eligible flights are booked together under that promotion and the discount is expressly confirmed in the quotation and Invoice. Booking two flights does not automatically qualify for a discount. Separate bookings and flights outside the promotional dates are not eligible unless the Company expressly agrees otherwise in writing. The remaining provisions of this section apply only to a qualifying promotional booking.

10.2The Invoice must separately show: (a) the standalone full price of the first leg; (b) the standalone full price of the second leg; (c) the discount applied only to the second leg; and (d) the net amount payable for the second leg after that discount (the Discounted Second-Leg Price). The discount has no separate cash value and does not reduce the price allocated to the first leg.

10.3Each leg is confirmed separately under clause 1. Payment for both legs at the same time does not guarantee that the second leg will be confirmed or operated. Unless the Company states otherwise in writing, the first leg may be confirmed and performed independently of the second leg.

10.4If the second leg is not confirmed, or after confirmation is cancelled or does not operate for a reason not attributable to the Client or Pet, the first leg will remain booked and priced at its standalone full price. The Company will offer the Client the choice in clause 10.5. This clause does not apply where the Client simply chooses not to travel, where the failure results from the Client's or Pet's act, omission, ineligibility or breach, or to an Operator Insolvency Event governed by clause 11.

10.5Following an event in clause 10.4, the Client may choose either: (a) a refund of the Discounted Second-Leg Price actually paid; or (b) transfer of that amount as a payment credit to a replacement second-leg flight arranged by the Company, with the same discount basis carried forward to that replacement flight. The Client cannot receive both a refund and a credit for the same amount.

10.6If the standalone price of the replacement second leg differs from the original standalone second-leg price, the same discount basis shown on the original Invoice will be applied to the replacement price. The Client must pay any resulting balance, or the Company will refund any resulting excess, before the replacement booking is confirmed. The replacement remains subject to availability, safety, Operator approval, documentation and Applicable Law.

10.7The Company will notify the Client when the second leg is not confirmed or will not operate and will give a reasonable period to choose between refund and rollover. If the Client does not respond by that deadline, the Company may issue the refund. A refund under this clause is limited to the Discounted Second-Leg Price actually paid and will be processed within 14 business days after the election or deemed election, or sooner if required by law.

10.8If the Client cancels either leg, fails to travel, or causes either leg to fail, the Company may withdraw the conditional second-leg discount and recalculate any second leg that remains booked at its standalone full price, in addition to applying clauses 3 and 4. The Company will not withdraw the discount merely because a leg fails for a reason not attributable to the Client or Pet. Subject to clause 11 and Mandatory Law, this clause 10 prevails over inconsistent refund or third-party recovery wording elsewhere in these Terms.

11.1Unless the Invoice expressly states that a protected arrangement applies, Client payments are received into the Company's ordinary business account, are not held on trust or in escrow for the Client, and may be used promptly to secure aircraft capacity, permits and other Services. This clause does not disapply any trust, bonding, insurance, safeguarding or insolvency-protection arrangement required by Mandatory Law.

11.2The Client acknowledges that the Company may pay all or part of the Price to the Operator or another supplier soon after receipt and that the relevant supplier contract may make that payment non-refundable or irrevocably committed.

11.3An Operator Insolvency Event occurs where an Operator or material aviation supplier becomes insolvent, enters administration, liquidation or an analogous process, ceases trading, has an operating licence suspended for financial reasons, or is otherwise unable to perform because of financial failure. If the Company used reasonable care in selecting the Operator and did not cause or conceal the event, an Operator Insolvency Event is an Outside Company Control Event. Amounts already paid or committed to that Operator may be irrecoverable, and the Company does not act as the Operator's insurer or guarantor.

11.4Following an Operator Insolvency Event, the Company will use reasonable efforts to pursue available recoveries and replacement arrangements and explain the options promptly. Any refund or assistance legally owed by the Company will not depend on prior recovery from the supplier. Only where Applicable Law and the disclosed contracting arrangement lawfully allocate that supplier risk to the Client may recovery be limited to uncommitted funds and net sums recovered for the affected Booking, after reasonable evidenced recovery costs. The Company will provide an accounting and updates.

11.5Clause 11.4 does not limit any refund, repatriation, bonding, insurance, trust, safeguarding, package-travel, linked-travel-arrangement, ATOL or other insolvency protection required by Mandatory Law. If the Booking legally constitutes a package or linked travel arrangement, or another protected sale, the applicable statutory information and protection requirements prevail irrespective of the description used by the parties.

11.6An Operator Insolvency Event affecting a discounted second leg is governed by this clause 11 rather than the automatic refund in clause 10, unless the Invoice expressly promises separate insolvency protection. The first leg remains priced at its standalone full price. Any recovered second-leg amount may, at the Client's choice, be refunded or applied with the original discount basis to an eligible replacement flight, subject to Mandatory Law.

12.1The Client must arrive at the stated meeting point by the reporting time in the written flight brief, with all passengers, Pets, required original documents and safety equipment. Missing an earlier veterinary appointment or check-in deadline may prevent travel even if the aircraft has not departed. The Company and Operator are not obliged to delay departure for a late Client or Pet. Where practicable the Client should immediately notify the team of a delay. Responsibility and refund consequences are governed by clauses 3 and 4.

12.2The Operator's captain and authorised personnel have final authority concerning boarding, seating, baggage, safety and conduct. The Client must comply immediately with lawful and reasonable instructions.

12.3The Client must supervise and control their Pet, follow crew instructions and report any damage or incident promptly. Damage and exceptional cleaning charges are governed by section 5 (Damage, cleaning and Client responsibility).

12.4Prohibited, dangerous, unlawful, inadequately packed or undisclosed items may be refused. Baggage limits are those confirmed by the Company or Operator. Excess baggage is not guaranteed and may attract additional charges.

12.5Mandatory muzzle availability for dogs. Every dog must arrive at check-in with a suitable, correctly sized and correctly fitted muzzle available for use. Bringing a muzzle does not mean the dog must wear it throughout the journey. The dog must wear it when reasonably required by the Operator, authorised staff or an authority for safety, welfare or legal compliance. The muzzle must permit appropriate breathing and panting and be suitable for the individual dog; the Client should seek veterinary advice if suitability is uncertain.

12.6A Client who needs a muzzle supplied by PetsPassport must contact the team in advance of travel and obtain written confirmation of the appropriate size, availability, collection arrangements and any charge. PetsPassport holds limited stock and cannot guarantee a suitable muzzle will be available without advance arrangement. Any medical or fitting concern must be raised in advance so a safe, lawful arrangement can be assessed; disclosure is not an automatic exemption.

12.7Where a required suitable muzzle or other safety equipment is unavailable and no safe, lawful alternative is accepted by the Operator, the dog may be refused boarding. If the failure is attributable to the Client, clauses 3 and 4 apply. If PetsPassport fails to provide equipment it expressly agreed to supply, responsibility is assessed under the Company Control Event provisions and Mandatory Law.

13.1Only Pets identified and accepted in the Booking may travel. Unless otherwise agreed in writing and reflected in the Invoice, one Pet is permitted per purchased passenger seat. Any different allocation, including additional Pets, must be agreed with the Company. Each Pet must be securely attached to a suitable leash and properly fitted collar or harness and remain under the Client's control at all times, including during airport movements and while on board, except where the Operator gives a different safety instruction. Dogs are also subject to the muzzle requirements in clauses 12.5, 12.6 and 12.7.

13.2The Client must obtain appropriate veterinary advice and ensure the Pet meets the applicable health requirements. Examinations and certification are performed by authorised veterinarians, not by non-clinical Company staff. Responsibility for PetsPassport-appointed and Client-appointed veterinary services is allocated under clause 6; this section does not exclude responsibility accepted there.

13.3The Client must disclose any condition or behaviour that may affect safety or welfare. The Company or Operator may require a veterinary certificate, an additional or alternative restraint, separation from another animal or other reasonable safety precautions. Sedation must not be used unless approved by a veterinarian and permitted by the Operator and Applicable Law. Muzzle availability and advance supply arrangements are set out in clauses 12.5, 12.6, 12.7.

13.4The Operator, authority or Company acting reasonably may refuse or discontinue transport where a Pet is unfit, distressed, aggressive, inadequately restrained, incorrectly documented, non-compliant, or presents a safety, welfare, hygiene or legal risk. Where the reason is attributable to the Client or Pet and not to a Company Control Event, clause 4 applies.

13.5In an apparent emergency, the Company may arrange reasonable veterinary or welfare assistance if the Client cannot be reached. The Client authorises such arrangements and must reimburse reasonable third-party costs, except to the extent caused by a Company Control Event or otherwise prohibited by law.

14.1The Client must comply with the current animal-health, welfare, identification, customs and movement rules of every Relevant Territory. Requirements may include an approved route or carrier, import or transit permit, original veterinary health certificate, microchip, rabies vaccination, rabies antibody test, parasite treatment, vaccination record or pet passport, owner declaration, written authority for an accompanying person, and evidence that the movement is non-commercial.

14.2The Client must disclose if the Pet will be sold, rehomed or transferred, if the owner will not travel within any legally required period, if more than the permitted number of pets will travel, or if the movement may be commercial. Different rules, routes, licences and documents may then apply.

14.3The Client must check and disclose any breed, species, age, pregnancy, health, CITES, dangerous-animal or national restriction. The Company may refuse a booking involving a prohibited or inadequately documented animal even if a supplier previously indicated availability.

14.4If an authority or authorised carrier checker refuses entry or carriage, or orders inspection, testing, isolation, quarantine, seizure, return, treatment or, in an exceptional case, destruction or euthanasia, the Company may comply with the lawful direction and arrange reasonable assistance. The Company will use reasonable efforts to contact the Client before an irreversible action where lawful and practicable. The Client bears resulting third-party charges, including veterinary, quarantine, kennel, cleaning, storage, handling, re-documentation and repatriation costs, except to the extent caused by a Company Control Event or where Mandatory Law provides otherwise.

14.5Responsibility for Pet-related injury, damage, exceptional cleaning and third-party claims is addressed in section 5 (Damage, cleaning and Client responsibility) and clause 25, subject to causation and Mandatory Law.

14.6If the Client abandons the journey, becomes incapacitated or cannot take custody of the Pet, the Client authorises the Company to arrange reasonable temporary care, veterinary treatment, lawful boarding, transport or repatriation where practicable. The Client must reimburse reasonable third-party costs, except to the extent caused by a Company Control Event or prohibited by Mandatory Law.

15.1The Client warrants on booking and until completion that all information and documents supplied are authentic, accurate, complete, current and not misleading; that each traveller has legal capacity and permission to travel; and that the Client is authorised to act for every named traveller and Pet owner.

15.2The Client must promptly provide every document, original, sample, consent, appointment attendance and payment requested by the Company, Operator or authority by the stated deadline. The Client must promptly disclose anything affecting fitness, eligibility, safety or documentation, including illness, pregnancy, medication, aggression, prior refusal, breed restriction or a change in travel status.

15.3The Client is responsible for passports, visas, residency status, import and export eligibility, transit permissions, customs, vaccinations, microchips, tests, treatments, permits and all destination requirements unless the Invoice expressly allocates a specific task to the Company. Assistance by the Company does not transfer the Client's underlying responsibility for information and eligibility.

15.4The Client must act reasonably to prevent or reduce loss, follow lawful instructions, remain contactable, and maintain contingency arrangements for accommodation, Pet care and onward travel.

16.1For a Booking involving more than one traveller, the person identified as lead Client represents that every named traveller has authorised them to make the Booking, provide information, receive routine notices and communicate ordinary decisions. The lead Client must promptly distribute all material information to the group.

16.2The Company may rely on instructions from the lead Client for routine administration, but may require direct consent from an affected traveller for a cancellation, material change, personal-data matter, medical issue or waiver of a right. The Company may send urgent operational and safety notices directly to every traveller using the details provided.

16.3Each traveller remains responsible for their own eligibility, conduct, documents and Pet. A dispute or communication failure between group members does not excuse non-performance or make the Company responsible for an instruction it reasonably believed was authorised.

17.1The Client must disclose sufficiently in advance any reduced mobility, pregnancy, serious medical condition, severe allergy, infectious disease, oxygen requirement, medical equipment, assistance animal or other circumstance that may affect safe carriage, aircraft suitability or required airport assistance. Disclosure should be limited to information reasonably necessary for the Booking.

17.2The Company will pass relevant assistance requests to the Operator and airports and use reasonable efforts to facilitate them. Provision remains subject to reasonable notice, aircraft limitations, safety, security and Mandatory Law. The Operator retains the final operational safety decision.

17.3The Client is responsible for medical advice, medication, fit-to-fly evidence and an accompanying carer where reasonably required. Nothing in this clause permits unlawful discrimination or removes a mandatory accessibility right.

18.1A requested change is effective only when confirmed in writing by the Company and may be subject to availability, Operator and authority approval, fare difference, third-party costs and a reasonable administration charge disclosed before confirmation.

18.2A Client may request a replacement traveller or Pet. Approval is not guaranteed and depends on timing, documentation, eligibility, capacity and third-party rules. The original Client remains liable until the Company confirms the substitution and receives all additional amounts.

18.3The Company may use reasonable efforts to resell released capacity. It does not guarantee resale and is not required to accept a price that would disadvantage the remaining charter or create operational risk.

19.1An Outside Company Control Event means an event or circumstance not caused by the Company and beyond its reasonable control, whose effects the Company could not reasonably avoid or overcome. It includes: closure, restriction or disruption of airspace, borders, airports, runways, slots, air traffic control, navigation systems or ground handling; weather, natural disaster, volcanic activity, epidemic, pandemic, quarantine, animal disease, public-health measure or environmental hazard; war, hostilities, terrorism, security threat, civil disorder, sanctions, embargo, diplomatic restriction or government action; a binding act, omission, delay, refusal, inspection, permit condition or new requirement of an authority; an Operator safety, technical, crew-legality, maintenance, fuel, aircraft availability, loading or operational decision not caused by the Company; strike, labour disruption, utility, telecommunications, cyber, payment-system or critical infrastructure failure affecting a third party; or the act, omission, insolvency or failure of a supplier, Client or other third party, but only where the Company used reasonable care in selection where it had a duty to select.

19.2An event is not outside the Company's control to the extent its impact was caused or materially increased by the Company's failure to take reasonable precautions, comply with law, or perform an obligation within its control.

19.3Operator or material aviation-supplier insolvency is governed specifically by clause 11. A lack of minimum commercial viability is governed by clause 7 and is not treated as force majeure merely because the Company elects not to operate an uneconomic flight.

20.1When the Company becomes aware of an actual or likely issue that may materially affect the Booking, it will, as soon as reasonably practicable: (a) notify the Client through a nominated channel; (b) describe the known nature and likely effect of the issue; (c) state the practical options then available; and (d) provide further material updates when reasonably available.

20.2The Company will use reasonable efforts to reduce avoidable disruption, which may include seeking clarification, correcting curable paperwork, arranging a substitute supplier, rerouting, rebooking, rescheduling or pursuing a supplier recovery. The Company does not promise a particular outcome, timing or uninterrupted real-time updates.

20.3The Client must keep telephone, email and WhatsApp details current, monitor messages from 72 hours before scheduled departure until completion, respond by stated deadlines and take reasonable steps to mitigate loss. A notice is not invalid because the Client failed to monitor an accurate nominated channel.

20.4The Booking Confirmation will identify the lead Client, the primary operational channel and, where supplied, a backup contact and emergency decision-maker. The Company may use telephone or WhatsApp for urgent operational matters and email for durable confirmation. The Client consents to those communications for performance of the Booking, subject to Applicable Law.

20.5Where an urgent safety, welfare, regulatory or operational decision is required and the Client cannot be reached after reasonable attempts, the Company may take the reasonable option it considers most likely to protect persons, the Pet and the Booking. This does not authorise a disproportionate expense where delay is reasonably possible.

21.1The Company will not knowingly confirm more capacity than it reasonably expects to provide. If capacity is nevertheless unavailable, the Company may, acting reasonably and subject to safety and law, offer a substitute seat, next available flight or refund.

21.2Where the shortfall is attributable to the Company, the Company will not restrict the Client's mandatory remedies. Where it arises from an Outside Company Control Event, clause 9 applies.

22.1Information about onward travel, accommodation, ground transport, veterinarians or other providers is general assistance only unless expressly included as a Company Service. The Client must verify suitability and contract directly with the provider.

22.2The Company is not responsible for a third party's independent service or conduct merely because it made an introduction, but this does not exclude liability for a negligent misstatement or selection where Applicable Law imposes that liability.

22.3If a Client is stranded or otherwise in difficulty, the Company will provide any assistance required by Mandatory Law and may otherwise provide reasonable information about health services, authorities, consular assistance, communications, accommodation and alternative travel. Assistance is subject to availability and does not make the Company the provider of the recommended service.

22.4Where the difficulty was caused intentionally or negligently by the Client, the Company may charge its reasonable actual costs of providing assistance to the extent permitted by Mandatory Law.

22.5If the Client abandons the journey, becomes incapacitated or cannot continue, the Company may contact the emergency contact and arrange reasonable assistance, temporary accommodation, onward travel or repatriation where practicable. The Client bears third-party costs except to the extent caused by a Company Control Event or otherwise allocated by Mandatory Law or insurance.

22.6Clients are responsible for their separately booked onward flights, transfers, accommodation and other commitments. The Company recommends flexible or refundable arrangements and sufficient time for delays and arrival clearance. To the extent permitted by Applicable Law, the Company is not responsible for missed connections, unused bookings, cancellation charges or other losses caused by delays, diversions or disruptions outside its reasonable control. This does not exclude responsibility for the Company's breach or negligence or affect mandatory rights. Services expressly sold by the Company remain subject to its agreed obligations.

23.1The Client must obtain and maintain appropriate travel, cancellation, medical, personal liability and pet travel insurance covering delays, route changes, refusal, quarantine, veterinary treatment, repatriation and Outside Company Control Events. The Company does not warrant that any policy will respond.

23.2Insurance is a separate contract. A claim denial does not transfer the insurer's risk to the Company.

24.1The Company is responsible for direct loss proved to have been caused by its breach of contract, negligence or other liability that cannot lawfully be excluded, subject to this clause 24.

24.2To the maximum extent permitted by law, the Company is not liable for: (a) acts, omissions or decisions of the Operator, captain, authorities or independent third parties that are not caused by the Company; (b) an Outside Company Control Event; or (c) loss caused by the Client's breach, inaccurate information, failure to mitigate, or the Pet's condition or behaviour.

24.3To the maximum extent permitted by law, the Company is not liable for indirect or consequential loss, loss of profit or earnings, loss of opportunity, missed connections, wasted accommodation, reputational loss, emotional distress or loss that was not reasonably foreseeable when the Booking was confirmed.

24.4Subject to clause 24.6, any lawful aggregate cap on the Company's liability arising from a Booking is the total Price paid by the Client for that Booking, not merely the amount retained by the Company after paying suppliers. This cap does not limit a refund obligation or any right or remedy that cannot lawfully be limited. Its application must be assessed under the law governing the particular claim.

24.5Any carrier liability for passengers or baggage may be governed by the Montreal Convention 1999, applicable UAE commercial and civil-aviation law, UK or EU air-passenger law, other mandatory aviation law and the Operator's conditions of carriage. Nothing in these Terms enlarges or reduces liability governed mandatorily by those rules.

24.6Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, wilful misconduct, death or personal injury to the extent caused by negligence where it cannot be limited, gross fault to the extent it cannot be limited, or any consumer or other liability that Applicable Law prohibits the Company from excluding or limiting.

24.7For avoidance of doubt, clauses 36.3, 19 and 24.2 do not exclude responsibility accepted under clause 6 for the Company's appointed veterinary service. A Client's independent vet remains distinct from a vet appointed by PetsPassport. Where more than one party contributed to loss, responsibility must reflect that contribution and Applicable Law.

25.1The Client must indemnify the Company against reasonable, direct third-party claims, fines, penalties, cleaning, repair and professional costs arising from: (a) false, forged, misleading or unauthorised information or documents supplied by the Client; (b) the Client's material breach of these Terms or Applicable Law; or (c) injury or damage caused by the Client or Pet, except to the extent caused by a Company Control Event.

25.2The Company must notify the Client of a material indemnified claim, allow reasonable participation in its defence, avoid admitting liability without reasonable consultation, and take reasonable steps to mitigate the claim. This indemnity is not intended to transfer liability that Applicable Law requires the Company to bear.

26.1Operational notices may be sent by WhatsApp, SMS, email or telephone using the details in the Booking. Formal cancellation, complaint or claim notices must be sent to info@petspassport.com, with the Booking reference, or delivered to PetsPassport, trading under USTAD L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. The Company's telephone and WhatsApp contact is +971 50 979 2525.

26.2A written notice is treated as received when delivered without an error message during UAE business hours, or at 09:00 on the next UAE business day if sent outside those hours. This does not override any mandatory rule on service of legal proceedings.

26.3The Client must notify the Company promptly of an issue so it has a reasonable opportunity to investigate and reduce its effect. Delay may reduce recoverable loss only to the extent the delay caused avoidable prejudice; it does not remove a statutory right.

27.1The Client should report operational complaints immediately and submit a written claim with supporting evidence within 14 days after the affected Flight or cancellation. This period supports prompt investigation but does not bar a claim within a longer mandatory statutory period.

27.2Before initiating a payment dispute, the Client should give the Company a reasonable opportunity to investigate, unless urgent action is reasonably required. A chargeback does not determine contractual liability. The Company may provide the payment provider with the Booking, acceptance, performance and communication records.

27.3If a chargeback or payment reversal is finally determined to have been made without a valid basis, the Client remains liable for the unpaid contractual amount and reasonable recovery costs to the extent permitted by law.

28.1The Company may process and share Client and Pet-related data as reasonably necessary to quote, book, document and perform the Services; comply with law; protect safety and welfare; handle payments, insurance, complaints and claims; and communicate operational updates.

28.2Data may be shared with Operators, airports, authorities, veterinarians, relocation providers, payment providers, insurers and professional advisers, including recipients outside the UAE where the Booking requires cross-border processing. The Company will do so in accordance with Applicable Law and its privacy notice.

28.3The Company will provide or make available a separate privacy notice at the time required by Applicable Law. That notice will identify the controller and explain the applicable purposes, lawful bases, recipients, retention, international transfers and data-subject rights. These Terms do not replace that notice or waive any data-protection right.

28.4Where UK or EU data-protection law applies, the Company will process personal data in accordance with the applicable UK GDPR, Data Protection Act 2018, EU General Data Protection Regulation and national implementing law, including applicable transparency, security and international-transfer requirements.

28.5Human health and disability information may be sensitive or special-category personal data. Pet veterinary records are not themselves human health data, but may contain identifying information about owners. The Company will identify the appropriate legal basis for each category, minimise collection and apply suitable safeguards. The Client must be authorised to provide another traveller's information; consent or another additional condition will be obtained where required.

29.1The Client must comply with customs, immigration, public health, animal welfare, aviation security, sanctions, anti-bribery and other Applicable Law and must not ask the Company or a supplier to act unlawfully.

29.2The Company may suspend or refuse performance where reasonably necessary to comply with law, a binding authority direction, safety or sanctions obligations. It will inform the Client unless prohibited by law and will apply clauses 3, 4, 19, 20, 9 according to the cause.

30.1For UAE-connected Services, these Terms must be read subject to Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulations and any other mandatory UAE rule applicable to the Client and Services.

30.2If a defect, failure or delay in a Service is attributable to the Company, the Client retains any mandatory right to proper re-performance, a full or partial refund, or another remedy. No 'non-refundable' wording applies so as to exempt the Company from an obligation imposed by consumer law.

30.3If any term could lawfully operate in more than one way, it will operate in the way that is valid and least prejudicial to mandatory consumer rights.

30.4For a Booking directed to or concluded with a UK consumer, applicable mandatory UK protections may include the Consumer Rights Act 2015, air-passenger-rights legislation, the Package Travel and Linked Travel Arrangements Regulations 2018 and ATOL requirements. Their application depends on the actual service combination, sales method, establishment, route and operating carrier. Nothing in these Terms excludes a right or protection that applies compulsorily.

30.5For a Booking directed to or concluded with a consumer in an EU or EEA state, applicable mandatory protections may include national consumer law, Regulation (EC) No 261/2004 where within scope, and national law implementing Directive (EU) 2015/2302 on package travel and linked travel arrangements. Mandatory local requirements and remedies prevail over inconsistent wording in these Terms.

30.6A right to airline assistance, reimbursement, rerouting or compensation may arise against the operating carrier under applicable UK or EU air-passenger law. The Company will provide reasonable information and cooperation concerning the identity of the operating carrier and Booking records, but does not assume a carrier obligation merely by assisting with a claim, unless Mandatory Law makes it responsible.

30.7The parties do not intend to describe a Booking as a package or linked travel arrangement unless it legally qualifies as one. Its legal status is determined by Mandatory Law and the actual combination and sale of travel services. The Company cannot avoid a statutory organiser, retailer, facilitator, insolvency-protection or information obligation by describing itself only as an intermediary.

30.8Pet movement rules differ between Great Britain, Northern Ireland, EU and EEA states, the UAE and other jurisdictions and may change before travel. The Client must comply with the current official requirements for every origin, transit and destination, including commercial-movement rules where the Pet is not travelling as a qualifying non-commercial movement.

30.9Before the Client is bound, the Invoice, Booking Confirmation or other mandatory pre-contract information will state any financial-protection or statutory booking classification that the Company is legally required to disclose for that sale. If an ATOL certificate, package-travel form, linked-travel-arrangement notice or equivalent document is legally required, it will form part of the Booking records and prevail over inconsistent wording in these Terms.

31.1Each party must keep non-public commercial, security and personal information received for the Booking confidential, except where disclosure is necessary for performance, professional advice, insurance, a claim or compliance with law.

31.2The Company retains intellectual property in its forms, processes and materials. The Client may use Booking documents for personal travel, regulatory, insurance and legal purposes.

32.1The Company may suspend or terminate a Booking on written notice if the Client fails to pay, materially breaches these Terms, provides materially false information, creates a safety or legal risk, or fails to cure a remediable breach by a reasonable deadline.

32.2Termination does not affect accrued rights. Financial consequences will reflect the cause under clauses 3, 4, 19, 20, 9 and mandatory law; termination is not a right to impose a penalty.

33.1Entire agreement. The contract described in clause 1 contains the entire agreement concerning the Booking. This does not exclude liability for fraud or a statement that Applicable Law makes binding.

33.2The Company may update these Terms for future bookings and will provide the applicable version before acceptance. Changes do not retrospectively alter confirmed and paid bookings. Any agreed contractual variation must be recorded in writing by an authorised Company representative, except for operational changes already permitted by these Terms. The Company retains the version accepted for each Booking.

33.3Assignment. The Client may not assign the Booking except under clause 18. The Company may assign or subcontract its rights or obligations to a competent entity where this does not materially reduce the Client's protections and is lawful.

33.4No waiver. A delay or failure to enforce a right is not a waiver. A waiver must be in writing and applies only to the stated circumstance.

33.5Severability. If a term is invalid or unenforceable, it will be severed or limited to the minimum extent required, and the remaining terms continue so far as lawful.

33.6Third-party rights. Unless Applicable Law provides otherwise, no person other than the Company and Client may enforce these Terms. This does not affect rights belonging to the Operator under mandatory law or its own conditions.

33.7Survival. Payment, liability, indemnity, claims, data, confidentiality, governing law and any provision intended by nature to survive will continue after completion or termination.

34.1The Booking and these Terms are governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Dubai.

34.2Subject to any mandatory consumer forum, passenger-rights jurisdiction or other non-excludable jurisdiction, the courts of Dubai have exclusive jurisdiction over a dispute arising from the Booking or these Terms. This choice does not deprive a UK, EU or EEA consumer of a mandatory protection or right to bring proceedings that cannot lawfully be excluded by agreement.

34.3The parties should first attempt in good faith to resolve a dispute through written escalation for 15 business days, unless urgent interim relief or a mandatory limitation period requires earlier action.

34.4These Terms are provided in English. Where UAE or other Mandatory Law requires contractual information in Arabic or another language, the Company will provide the required language version or information. If versions conflict, the version and interpretation required by Mandatory Law will prevail.

35.1The Invoice and Booking Confirmation will identify the Booking reference, Clients, travellers, Pets, route, intended date, prices, taxes, payment deadline, any second-leg discount, booking status, included Services and allocations, intended Operator when known, and material approval or financial-protection information.

35.2The Company may record acceptance electronically and retain the Terms supplied, timestamp, Client identity, acceptance method, Invoice, Booking Confirmation, material communications, agreed changes and disclosed Operator terms.

35.3By accepting a Booking, the Client confirms receipt of these Terms before payment, authority to act for all named travellers and Pet owners, accurate disclosure of the Pet's movement status, and acceptance of all Client responsibilities.

36.1The Company arranges shared charter capacity and provides the pet-travel coordination and documentation Services stated in the quotation and Invoice. It is not the aircraft Operator, airport or government authority. Clinical examinations and veterinary certification are performed by appropriately authorised veterinarians. PetsPassport remains responsible for its agreed Services and for its appointed veterinary arrangements as described in clause 6 and Applicable Law.

36.2The Operator retains exclusive operational control of the aircraft, including decisions concerning safety, crew, load, seating, baggage, Pet restraints, route, fuel, technical matters, departure, landing, diversions and whether any person or Pet may board or remain on board.

36.3The Company may appoint competent third parties to perform parts of the Services. Disclosed supplier terms may apply where lawful, but subcontracting does not remove obligations the Company owes the Client. The Company does not guarantee an independent authority decision. Responsibility for Company-appointed and Client-appointed veterinarians is specifically addressed in clause 6.

36.4The Invoice or Booking Confirmation will identify the intended Operator when known and will provide or identify the Operator's applicable conditions of carriage. A change of Operator or aircraft may occur under clause 8. The Client must review disclosed Operator terms, but those terms do not reduce a right the Client has directly against the Company under Mandatory Law.

36.5Where the Company selects the Operator, it will use reasonable care to verify appropriate evidence of operating approvals and insurance for the intended Flight and to address material concerns brought to its attention. The Operator retains responsibility for airworthiness, crew and operational compliance. The Company does not independently certify airworthiness or guarantee that an approval will remain in force.

36.6The legal allocation of responsibility depends on the actual operating and sales arrangements, not only the labels used in these Terms. Nothing in these Terms prevents the Company or Operator from being treated as a carrier, organiser, retailer or other regulated person where Mandatory Law so provides.

36.7Bookings are processed and invoiced through USTAD L.L.C-FZ, trading as PetsPassport and registered in Dubai, United Arab Emirates. The Company may work with pet-relocation professionals across the UAE, Qatar, Bahrain and Saudi Arabia. Operator conditions, government requirements and applicable travel rules form part of the arrangements where lawfully disclosed; the Company remains responsible for its own agreed Services.

37.1In these Terms: "Applicable Law" means all laws, regulations, binding directions, permit conditions and international conventions applicable to the Booking, Flight, Client or Pet in any relevant country; "Booking" means the booking identified in the Invoice and Booking Confirmation; "Client" means each person named in the Invoice or Booking Confirmation and any person paying on their behalf; "Company" means USTAD L.L.C-FZ, trading as PetsPassport; "Company Control Event" means an event caused directly by the Company's breach of these Terms, negligence, wilful misconduct or failure to use reasonable care; "Flight" means the charter flight described in the Booking Confirmation, as it may lawfully be changed; "Flight Confirmation" means the separate written notice issued by the Company after the final operational go-ahead stating that the Company expects the Flight to operate, subject to these Terms; "Mandatory Law" means any Applicable Law, consumer right, air-passenger right, package-travel rule, data-protection rule or international convention that the parties cannot lawfully exclude or vary by contract; "Operator" means the licensed air carrier or aircraft operator operating the Flight; "Outside Company Control Event" has the meaning in clause 19; "Pet" means each animal identified in the Booking; "Price" means the total amount payable under the Invoice; "Relevant Territory" means the United Kingdom, any relevant European Union or European Economic Area state, the United Arab Emirates, and any other country of departure, transit or destination; and "Services" means the charter coordination, documentation assistance and other services expressly stated in the Invoice.

37.2References to a person include an individual, company, authority and other legal body. 'Including' means including without limitation. A duty not to do something includes a duty not to permit it. Headings do not affect interpretation.

37.3Where more than one Client is named in a Booking, each Client is jointly and severally responsible for all Client obligations, including payment, unless mandatory law requires otherwise.