Question 1

How far in advance should I book, and is rescheduling possible?

Accepted Answer

We require bookings to be made at least 2 days in advance to secure your slot and prepare for your pet’s safe journey. Rescheduling may be allowed, subject to availability. Please contact us as soon as possible if you need to change your booking.

Question 2

What health requirements must pets meet to travel?

Accepted Answer

Pets must be healthy, fit to travel, and free from contagious diseases. A veterinary certificate may be required before transport. If your pet has special needs, such as medication or anxiety issues, please inform us so we can make the necessary arrangements for your pet’s comfort and safety.

Question 3

Payment Policy

Accepted Answer

Q: When should payment be made?
A: Full must be made before transport. We accept various payment methods for your convenience.

Question 4

What is our cancellation and refund policy?

Accepted Answer

You can cancel your booking and get a refund, but the amount depends on how early you cancel: 7 days or more before transport → 80% refund, 3 to 5 days before transport → 60% refund, 2 days before transport → 20% refund, Same day / No-show → No refund. Refunds are processed within 7–14 business days. Please note that any processing or transaction fees are non-refundable.

Question 5

What do our riders do to ensure your pet's safety during transport?

Accepted Answer

Our riders follow strict guidelines to ensure your pet's safety and comfort. They sanitize vehicles before and after every trip, arrive on time for pickups and drop-offs, ensure proper handling, ventilation, and hydration, and report any emergencies or incidents immediately. If a pet is lost, injured, or harmed during transport, riders are fully responsible and may face financial, legal, and disciplinary action. All incidents must be reported immediately to us.

Question 6

Is it possible to reschedule my booking instead of canceling?

Accepted Answer

We encourage rescheduling instead of cancellation whenever possible, as it may save you from refund deductions. Rescheduling is subject to rider availability.