Cancellation Policy & Ethics

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At Pet Paws & Pals, we know travel plans can shift. Our cancellation and change policy ensures flexibility for you while maintaining the reliability and coordination required to care for all pets in our care.

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Deposit Requirement

•     A 50% deposit is required to secure your pet’s transport. This allows us to reserve your space and finalize critical arrangements with drivers, flight companions, and our logistics team.

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Cancellations Made 14+ Days Before Transport

• A $500 cancellation fee will apply.

• The remaining deposit will be refunded, or you may choose to receive trip credit of equal value for future services.

 

Cancellations or Reschedules Within 14 Days of Transport

• The full deposit will be forfeited, as staffing and logistics will have already been committed.

• You may still opt to receive a trip credit to apply toward a future transport.

 

Cancellations Within 48 Hours of Transport

• The entire deposit is non-refundable, and no trip credit will be issued due to the significant last-minute disruption caused to schedules and personnel.

 

Flight Companion Services

• For all Flight Companion transports, the full deposit is non-refundable, regardless of cancellation date.

• This is due to non-refundable airfare, pet reservation fees, and coordination with airline pet cargo operations.

 

Pickup Times & Their Impact

• Your scheduled pickup time is critical—especially for shuttle service and flight companion transports—as it directly affects our ability to meet tight transport windows and serve multiple clients on coordinated routes.

• Delays at pickup (client not ready, pet not prepared, documents missing, etc.) can result in:

  • Late arrivals for other scheduled pets.

  • Missed flights or cargo cutoffs.

  • Overnight boarding or additional care fees 

• Please ensure you're fully ready at your scheduled pickup window, and notify us immediately of any unexpected delays. Additional fees may apply if changes or delays disrupt our route or cause missed airline deadlines.

 

Additional Changes & Costs

• Changes to your pickup/drop-off address, timing, or return details after confirmation may result in added fees, especially if they require re-routing or extended wait times.

• Additionally, airport-related delays, although sometimes outside of our control, may lead to:

• Extra driver hours or layovers

• Kennel boarding costs

• Adjusted delivery times

  These costs will be communicated and billed if they occur.