- Fulled licensed
- MOCCAE approved
- Partnered with trusted vets
Terms & Conditions
These Terms and Conditions govern all services provided by Paws and Planes Pets Relocation Services (“Paws and Planes”) to the Client. By engaging the services and signing the agreement, the Client acknowledges that they have read, understood, and agree to these terms in their entirety. Specific terms outlined in the service agreement will supersede these general terms where applicable.
Business Information
Location: Fahidi Heights, Al Hamriya, Dubai, United Arab Emirates.
Licenses: DED Trade License No. 1296397 / MOCCAE Permit No. ACL-2024-19930
Delivery of Services
While Paws and Planes strives to meet all delivery dates, these are estimates and cannot always be guaranteed due to factors beyond our control, including airline schedules and regulatory requirements. Paws and Planes is committed to working closely with the Client to ensure a smooth travel experience. Should any delays or disruptions occur, Paws and Planes will communicate promptly and assist in managing necessary adjustments to minimize inconvenience. Please note that services will not be provided until the deposit payment has been received and confirmed.
Client Responsibilities
The Client agrees to provide accurate and complete information regarding their pet’s health, temperament, breed, and any potential behavioral issues, which is essential for proper travel planning. The Client is responsible for any damages caused by their pet to property or staff, and all associated costs will be borne by the Client. Any inaccuracies or omissions may result in additional charges, delays, or complications. While Paws and Planes works diligently to ensure health certification and arrangements are prepared accordingly, it is ultimately the Client’s responsibility to ensure all airline and destination requirements are met. Paws and Planes will not be held liable for issues arising from inaccurate or incomplete information.
Inherent Risks
Paws & Planes takes every precaution to ensure your pet’s safety and well-being during the entire relocation process. However, the Client acknowledges the inherent risks of pet travel, which may include injury during transit, illness due to environmental changes, loss or escape during transfer, and delays or cancellations due to unforeseen circumstances. While the pet is under our direct care, we will take immediate action, including seeking veterinary assistance when necessary. However, the Client acknowledges and accepts that Paws & Planes cannot be held liable for any injury, loss, or financial compensation arising from risks that occur while the pet is not in our direct care, such as during transit with third parties (e.g., airlines, customs, or other service providers).
Force Majeure
Paws and Planes will not be liable for any failure or delay in performing obligations under these terms due to events beyond reasonable control (e.g., natural disasters, war, strikes, government actions, health emergencies). However, this does not exempt Paws and Planes from liability for negligence in the handling of pets or their services.
Cancellations & Refund Policy
Clients may cancel their services under the following refund policy:
- More than 14 days before departure: Full refund minus any incurred costs
- 7-14 days before departure: 50% refund minus incurred costs.
- Less than 7 days before departure: 25% refund minus incurred costs.
- Less than 48 hours before departure: Non-refundable.
If Paws and Planes or the airline cancels the relocation after the documentation process has commenced due to unforeseen circumstances (e.g., natural disasters, strikes, government actions), a 50% refund will be issued, excluding costs already incurred for third-party services.
Flight Rescheduling
Clients may request to reschedule their flight at least 48 hours prior to the original departure date. A service charge, plus any incurred costs from third parties, will apply. If the rescheduled flight occurs more than 10 days before the new departure date, a 50% refund will be issued, excluding any costs already incurred.
Payment Terms
The total cost of services will be outlined in the service agreement. A 50% deposit is required upon booking unless otherwise agreed in writing, and the final payment is due prior to the pet’s flight. Additional costs may be incurred if airline regulations, government policies, or pet-specific needs change. Any adjustments, including third-party fees or additional services, will be communicated in writing and agreed upon before being billed to the client separately. Payments can be made via bank transfer or payment link. The Client is also responsible for any associated bank fees.
Termination Rights
Paws and Planes reserves the right to terminate this agreement if the Client fails to meet their obligations (e.g., providing inaccurate information, failing to communicate, or not making payments on time). Paws and Planes will issue a written warning to the Client, allowing a reasonable time to rectify the issue before termination occurs. Payments already made may be subject to deductions for services already rendered.
For any questions or concerns, please contact Georgina at:
Email: hello@pawsandplanes.ae
Phone: +971 58 526 1108