Overslaan naar inhoud
1. General Overview2. Cancellation Timeframes & Refund Eligibility3. Rescheduling Policy4. No-Show & Failure to Provide Required Documentation5. Force Majeure Clause (Uncontrollable Circumstances)6. Refund Processing & Timeframes7. Dispute Resolution & Consumer Rights8. Contact Information

1. General Overview

At Pawsport To Purradise, we understand that unexpected circumstances can arise, requiring you to modify or cancel your pet’s transport. Our cancellation policy is designed to be fair while considering the extensive planning, scheduling, and resources required for pet transportation.

By booking with us, you agree to the terms outlined below. This policy complies with consumer protection laws in the European Union (EU), United States (US), and the United Kingdom (UK) to ensure transparency and fairness for both parties.

2. Cancellation Timeframes & Refund Eligibility

A. Cancellations Within 24 Hours of Booking (Cooling-Off Period)

  • EU, UK, and Select US States: Under consumer protection laws, customers have the right to cancel their booking within 24 hours of payment and receive a full refund, provided that the service has not already been rendered (i.e., transport has not commenced).
  • Exceptions: If the booking is made within 48 hours of the scheduled transport date, the cooling-off period does not apply, as immediate service preparation begins.

B. Cancellations 15+ Days Before Transport

  • Customers canceling 15 or more days before the scheduled transport date are entitled to a 90% refund (a 10% administrative fee applies).
  • This fee covers administrative costs, reservation handling, and scheduling adjustments.

C. Cancellations 7-14 Days Before Transport

  • Cancellations made within 7 to 14 days of the scheduled transport date are eligible for a 50% refund.
  • This reduction accounts for logistics planning, travel arrangements, and potential loss of bookings for other customers.

D. Cancellations Within 7 Days of Transport

  • No refunds will be issued for cancellations made within 7 days of the scheduled transport date.
  • At this stage, all travel arrangements are finalized, and costs have been incurred that cannot be recovered.

E. Cancellations Due to Emergency Situations

  • In cases of verifiable emergencies, such as a medical emergency (pet or owner), death in the family, or other critical situations, we may offer a partial refund or reschedule at our discretion.
  • Supporting documentation (e.g., veterinary or medical records, death certificate) may be required.

3. Rescheduling Policy

  • Customers may request to reschedule their pet’s transport at least 14 days before the scheduled departure date at no additional charge (subject to availability).
  • Rescheduling within 7-13 days of transport may incur a 15% rescheduling fee due to the need for rebooking and route adjustments.
  • Rescheduling within 6 days or less is subject to a 25% fee, as alternative arrangements often result in financial losses and logistical changes.

4. No-Show & Failure to Provide Required Documentation

If a customer fails to:

  1. Be present at pickup/drop-off locations,
  2. Provide the necessary health certificates or required travel documents,
  3. Follow airline, state, or country travel regulations,

The transport will be canceled, and no refund will be issued. Customers must ensure all paperwork is in order prior to travel.

5. Force Majeure Clause (Uncontrollable Circumstances)

Pawsport To Purradise is not liable for cancellations or delays due to natural disasters, pandemics, extreme weather conditions, governmental restrictions, airline cancellations, or other unforeseen circumstances beyond our control.

In such cases, we will:

  • Reschedule the transport at no additional cost when possible.
  • Offer partial refunds depending on the situation.
  • Work with you to find an alternative travel arrangement.

6. Refund Processing & Timeframes

  • Refunds will be processed within 7-14 business days from the date of cancellation approval.
  • Refunds will be issued to the original payment method.
  • Customers are responsible for any bank or credit card processing fees that may apply.

7. Dispute Resolution & Consumer Rights

  • EU & UK Customers: You are entitled to consumer protection rights under the Consumer Rights Act (UK) and EU Consumer Protection Directives.
  • US Customers: Disputes will be handled in accordance with state-specific consumer laws and the Federal Trade Commission (FTC) guidelines.
  • Any legal disputes will be resolved in accordance with the laws of the jurisdiction where the booking was made.

8. Contact Information

For cancellation requests, refund inquiries, or to reschedule transport, please contact our customer support team at:

📧 Email: Staff@PawsportToPurradise.com

📞 Phone: +1-802-404-2232