Terms and Conditions

Last Updated: 11th of August 2023

This document outlines the terms and conditions ("Terms") governing the use of the services ("Services") offered by Furry Pets Relocation Services LLC ("Furry Travel", "We", "Us", "Our"), operating as Furry Travel, a company located at Floor 16, Park Place Tower, Sheikh Zayed Road, Dubai, UAE.

By using Our Services, you ("the Customer", "You", "Your") agree to be bound by these Terms, constituting a binding agreement ("Agreement").

1. Services

1.1. Pet Taxi Service: We offer pet transport services within the United Arab Emirates. The specifics of these services, including but not limited to time, date, pick-up/drop-off location, will be arranged on a case-by-case basis between Furry Travel and the Customer.

1.2. Pet Relocation Service: We assist with the international relocation of pets. This includes arranging travel, handling required documents for export and import, and ensuring the pet's safe and comfortable journey. Each relocation service is unique and depends on various factors, such as the destination, airline policies, and the specific needs of your pets.

1.3. All delivery dates and times are approximate and not guaranteed. Due to many variables associated with providing our Services, all completion or delivery dates and times stated by us are estimates made in good faith. We are not responsible for any loss or damages resulting from any delays in delivery of our Services.

2. Pricing

2.1. Transparency is important to us. The costs for pet travel and relocation are often higher than human travel. We strive to provide clear explanations about the costs associated with our Services. Our pricing policy ensures customers are charged the original cost of the services. Our profit is derived solely from the service fees. As an example, our import service fees cover a comprehensive suite of tasks. This includes coordinating with the customer, their veterinarian, and the exporting agent to ensure all documentation adheres to the import regulations and laws of the destination country. Moreover, our service fees also include the procurement of your pet's import permit and comprehensive customs clearance procedures. However, please note, the service fee does not encompass home delivery of your pet, the cost of the import permit, in-cabin import arrivals, pet release fee, airline documentation, or any other variable costs that may be incurred through third-party involvement.

2.2. We reserve the right to charge additional fees if there are price changes from governments, airlines, or any other third parties, with or without notice.

2.3. Any quotation provided by us is based on the information you have given us. If it turns out that you provided incorrect information, you will be responsible for any additional fees we have incurred on the back of this incorrect information.

3. Requirements

3.1. Airlines & Destination: Please ensure that you read and understand the Pet Policy of your airline before confirming your booking with us. We are not responsible for issues arising from airlines not accepting your pet at check-in, flight cancellations, aircraft changes, or problems at transit airports. We are also not responsible if the pet is rejected at the destination airport. Please be advised that airline and country-specific requirements are subject to change without prior notice.

3.2. Crate: You are responsible for providing the correct measurements of your pets so that we can select the right travel crate. If you prefer to use your own travel crate, please inform us in advance with a picture, the brand name, model, and dimensions of the crate so we can verify that it complies with airline requirements.

3.3. Vaccinations: All pets utilising our services must meet the vaccination requirements stipulated by the local regulations. Owners are required to provide proof of up-to-date vaccinations in accordance with these regulations before any transportation or relocation services can be provided. We reserve the right to refuse service to any pets that do not meet these criteria. Please consult with your local veterinary practice if you have any questions or concerns about these requirements.

4. Payments

4.1. Full payment for our Services is due upon receipt of the invoice. Payments are processed through our vendor Stripe.

5. Cancellation and Refunds

5.1. By proceeding with your payment, you are hereby agreeing to our policies regarding cancellations and refunds, as detailed below:

5.1.1. For Pet Taxi Service: Should you need to cancel your booking, you can cancel for free and receive a full refund up to 30 minutes prior to the scheduled booking.

5.1.2. For Pet Relocation Services: In instances of flight cancellations made by the Customer, Furry Travel, or the airline more than 10 days before the departure date, we offer a full refund, provided that we have not initiated the documentation process. However, if the documentation process has begun by Furry Travel, any costs already made by Furry Travel will be deducted from your refund, and a maximum of 50% of the service fee will be reimbursed. Please note, if a cancellation occurs within 48 hours of the scheduled departure, no refund will be issued. Should a flight need to be rescheduled by the Customer or airline, within at least 36 hours of the MOCCAE visit and documentation (whichever is first), no additional charges will be incurred provided the rescheduling takes place within 30 days of the export permit. Otherwise, a new permit application will be required. This does not include the cost of any health certificates or related documents required at the destination. In all instances mentioned above, any bank or payment processing fees incurred during the initial payment will be deducted from any refunds. Additionally, any bank charges related to issuing the refund to the customer will also be deducted. Please be advised that any approved refund will be issued within 20 business days following the resolution of the refund request.

6. Privacy and Data Usage

6.1. We gather personal details encompassing, but not confined to, names, email addresses, phone numbers, and pet-related data. This collected information can potentially be used for various internal purposes, possibly extending to activities like distributing newsletters, marketing, and customer profiling. Please be aware that we value and respect your privacy. However, how we utilise this data is subject to our internal policy considerations, which may include sharing information with third-party entities.

7. Intellectual Property

7.1. All content, including brand names, logos, and other materials on our website and related platforms, are owned by Furry Travel. Unauthorised use of our intellectual property is prohibited.

8. Customer Authorisation

8.1. Customer represents and warrants Furry Travel that the animal is healthy and in good physical condition and that the animal is neither dangerous nor aggressive. The customer is financially responsible for any damage to property, injury to our employees or other individuals, or to other animals caused by the customer’s animal while being transported and shall promptly pay all damages on demand. The Customer shall indemnify and hold harmless Furry Travel and its agents from any claim or loss resulting from such damage and/or injury. Further, customer authorises us at any point in the animal’s travel to pursue emergency services as deemed necessary by us in its sole determination and agrees to be responsible for any associated charges in connection with the medical treatment.

9. Limitation of Liability

9.1. Furry Travel commits to offering services with the utmost care and professionalism. The Customer recognizes that inherent risks are involved in pet transportation and relocation, which may sometimes be beyond Furry Travel's control.

9.1.1. Except as otherwise mandated by applicable law, Furry Travel assumes no liability for any illness, injury, death, loss, or damage of any kind to the pets arising out of or in connection with the services provided by Furry Travel. In situations where liability cannot be excluded due to applicable law, such liability shall be limited to the minimum extent required by said law.

9.1.2. The Customer is responsible for providing accurate, complete, and current medical and behavioural information about their pets. Furry Travel is exempted from any liability for damages arising from the Customer’s failure to provide such accurate information, except to the extent required by law.

9.1.3. Furry Travel assumes no responsibility or liability for incidents or mishaps resulting from actions or omissions of third parties, including but not limited to airlines, cargo staff, and other third-party carriers. Any liability arising from the actions or omissions of such third parties shall be strictly between the Customer and the third party, unless liability towards Furry Travel is mandated by law.

9.1.4. In situations where Furry Travel may be found liable due to actions or omissions directly attributable to it, liability will be strictly limited to the actual service fee charged to the Customer for the specific service rendered, or the smallest amount permitted by applicable law.

9.1.5. If the Customer fails to heed recommendations provided by Furry Travel for the pet’s safety and well-being, any liability Furry Travel might have is further reduced, except where such reductions are prohibited by law.

9.2. By using Furry Travel's services, the Customer expressly releases Furry Travel, including its directors, officers, employees, and agents, from any and all claims, actions, suits, costs, expenses, damages, and liabilities, to the fullest extent permitted by law, arising out of or related to the services provided.

10. Warranty

10.1. Furry Travel represents and warrants to customer that it shall perform the services using personnel of required skill, experience and qualifications and in a professional and workmanlike manner in accordance with generally recognised industry standards for similar services and shall devote adequate resources to meet its obligations under this agreement. Except as otherwise expressly set forth in this agreement, we make no warranty, express or implied, whether of merchantability or fitness for a particular purpose or use or otherwise.

11. Force Majeure

11.1. Furry Travel is not liable for any failure or delay in performing its obligations under this agreement due to events beyond its reasonable control. In such events, Furry Travel retains the right to terminate or amend this agreement as deemed necessary.

11.2. If the agreement is terminated due to force majeure, Furry Travel will refund any payment already made by the customer after deducting any expenses or amounts owed by the customer. No compensation shall be due for any additional loss or damage resulting from such termination.

12. Event of Default

12.1. Furry Travel reserves the right to suspend or terminate services without liability under the following conditions:

(a) Non-compliance with the Agreement's Terms by the customer;

(b) Failure by the customer to make timely payments;

(c) Customer insolvency or involvement in bankruptcy or similar proceedings.

13. Assignment and Severability

13.1. The Customer is not permitted to assign any of their rights or obligations under this Agreement without prior written consent from Furry Travel. Should any term, clause, or provision of this agreement contravene any applicable statute, ordinance, or rule of law in any jurisdiction where it is invoked, that particular provision will be deemed ineffective in that jurisdiction to the extent of the violation. This will not, however, invalidate any other provision of this agreement.

14. Dispute Resolution and Governing Law

14.1. In the event of a dispute, the first course of action will be to seek resolution through mutual cooperation. If no resolution can be reached, disputes will be referred to the appropriate legal tribunal.

14.2. This agreement is governed by and should be interpreted in accordance with the laws of the United Arab Emirates, without regard to its choice of law provisions. Any action or legal proceeding resulting from or associated with this Agreement shall exclusively be initiated and conducted in the state and federal courts located in the United Arab Emirates. All parties hereby consent to the service of process, personal jurisdiction, and venue in these courts.

15. Changes to Terms

15.1. We retain the right to alter these Terms at our discretion. Any such modifications will be reflected on our website, with the date of the most recent update clearly indicated. By continuing to avail of our services, you agree to adhere to the revised terms.

16. Termination of Service

16.1. We reservethe right to refuse Service or prohibit a Customer from using our Services atour discretion.