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:
- Be present at pickup/drop-off locations,
- Provide the necessary health certificates or required travel documents,
- 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. Errors & Omissions Disclaimer
Pawsport To Purradise provides pet travel consultation, flight nanny, ground transportation, and local pet care services. While we strive to offer accurate, up-to-date information and services, Pawsport To Purradise does not guarantee the outcome of any third-party services or international pet travel arrangements.
6. Consultation Services
We do not act as a freight forwarder, customs broker, or direct carrier for cargo travel. Our role is strictly advisory, and we assist pet parents in understanding airline regulations, crate requirements, and available transport options. All final arrangements, bookings, and compliance obligations remain the responsibility of the pet owner and the third-party service provider.
7. Third-Party Providers
Pawsport to Purradise may, at your request or for your convenience, recommend or coordinate with third-party service providers, including but not limited to IPATA-certified pet shippers, international freight forwarders, airlines, local transporters, customs brokers, or veterinary professionals. These relationships are based on prior experience, industry reputation, or client preference, and we always strive to refer partners who demonstrate professionalism and care.
However, it is important to understand that all third-party providers operate independently of Pawsport to Purradise. We do not own, manage, supervise, or control the practices, personnel, timelines, or operational procedures of any external partner. As such, we cannot be held liable for any delays, service disruptions, damages, errors, or losses; whether financial, physical, or emotional; arising from the actions, omissions, or policies of any recommended or coordinated entity.
This includes (but is not limited to):
- Airline scheduling or cargo handling errors
- Veterinary delays or procedural disagreements
- Customs or import/export documentation issues
- Miscommunications between multiple service vendors
- Changes in international regulations or force majeure events
While we are happy to assist in communication, planning, or documentation when possible, the final responsibility for engaging and managing third-party services rests solely with the client. We strongly encourage you to review all third-party agreements, service terms, and liability waivers carefully, and to speak directly with any provider about your expectations before confirming service.
Our mission is to support you and your pet throughout your journey, but we believe in transparency, and will always clarify where our role begins and ends.
8. Pet Safety & Health
All recommendations or guidance we may offer; such as suggestions on travel safety, pet acclimation, behavioral adjustments, or over-the-counter products are general in nature and based on practical experience with animals. These suggestions are not a substitute for professional veterinary advice, and should always be reviewed and approved by your licensed veterinarian prior to implementation.
This includes (but is not limited to):
- Medication administration (prescription or non-prescription)
- Health assessments
- Travel preparation or stress-reduction techniques
- Dietary changes or supplements
- Environmental acclimation for new surroundings
If your pet requires medical attention, specific care plans, or is recovering from surgery, illness, or a chronic condition, we kindly ask that you consult your vet directly and inform us of any relevant instructions, in writing, prior to service. In emergency situations, we will make every reasonable effort to contact both you and your listed veterinarian, and seek appropriate emergency care if necessary.
9. 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.
10. 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.
- Pre-paid services are Non-refundable.
11. 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.
12. Pet Sitting, Pet Walking & Pet Training Services
A. Scope of Services
Pawsport To Purradise offers professional in-home pet sitting, dog walking, and personalized pet training services designed to ensure your pet’s comfort, safety, and well-being. By booking any of these services, you acknowledge and agree that all activities take place under the agreed terms outlined at the time of booking and that Pawsport To Purradise staff and affiliates will act with reasonable care and professionalism.
B. Liability & Supervision
While every reasonable precaution is taken to ensure your pet’s safety, Pawsport To Purradise cannot be held liable for injury, illness, loss, or death arising from circumstances beyond our control, including but not limited to pre-existing health conditions, acts of nature, interactions with other animals, or environmental hazards. Pets are never left unattended unless explicitly authorized by the owner in writing. Clients must disclose any behavioral tendencies, aggression history, or special requirements prior to service.
C. Access to Property & Security
For in-home services, clients must provide safe and secure access to their premises. Pawsport To Purradise staff will not be responsible for damages caused by unsecured pets, faulty locks, or home security failures. Keys, codes, or access instructions are stored securely and handled in confidence. Staff will lock and secure the property upon exit as instructed by the client.
D. Health, Vaccination & Emergency Care
Clients are required to ensure their pets are up to date on vaccinations, parasite prevention, and any other health protocols required by law or recommended by their veterinarian. In the event of illness or emergency, Pawsport To Purradise will make reasonable efforts to contact the owner and the designated veterinarian. If immediate care is required, the company reserves the right to seek veterinary attention at the nearest available clinic. All associated costs will be the responsibility of the pet owner.
E. Training Participation & Owner Involvement
Pet training services are designed to strengthen the bond between owner and pet. Owners are required to be present and actively participate during training sessions unless otherwise agreed. Consistency and follow-through between sessions are essential for long-term results. Pawsport To Purradise cannot guarantee specific behavioral outcomes, as success depends on continued practice and reinforcement by the owner.
F. Cancellations & Rescheduling
For pet sitting, walking, or training services, cancellations made more than 72 hours before the scheduled service will be eligible for a 90% refund (a 10% administrative fee applies).
Cancellations made 24–72 hours prior will be refunded at 50%.
No refunds are available for cancellations made within 24 hours of the scheduled service. Rescheduling requests will be honored when possible and may be subject to availability.
G. Behavioral & Safety Refusals
Pawsport To Purradise reserves the right to refuse or terminate services if a pet displays aggressive, unsafe, or unpredictable behavior that endangers staff, other animals, or property. In such cases, partial refunds may be offered at the company’s discretion, and future services may be declined.
13. Contact Information
For cancellation requests, refund inquiries, or to reschedule transport, please contact our customer support team at:
Email: Staff@PawsportToPurradise.com
Phone: +31-(0)6-2840-4023