Terms & Conditions
Paws and Planes Pets Relocation Services
These Terms and Conditions govern all services provided by Paws and Planes Pets Relocation Services. By engaging our services, you acknowledge that you have read, understood, and agreed to these terms. Where a specific service agreement is in place, its terms shall supersede these general terms where applicable.
Business Information
Paws and Planes Pets Relocation Services operates from Fahidi Heights, Al Hamriya, Dubai, UAE.
- 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. We commit to communicating promptly about any delays. Services require deposit payment confirmation before commencement.
Client Responsibilities
Clients must provide accurate pet health, temperament, and behavioural information. Clients bear responsibility for any damages their pet causes and for ensuring all airline and destination requirements are met. Paws and Planes will not be held liable for issues arising from inaccurate or incomplete information provided by the client.
Inherent Risks
Paws and Planes takes every reasonable precaution to ensure pet safety; however, pet travel carries inherent risks including injury, illness, loss, or delays. 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.
Force Majeure
Paws and Planes shall not be held liable for any failure or delay in the performance of services caused by events beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, strikes, or other unforeseeable circumstances. Liability for negligence shall remain unaffected.
Cancellations & Refund Policy
Refunds depend on the timing of cancellation relative to the scheduled departure:
- Over 14 days before departure: Full refund minus any costs already incurred
- 7–14 days before departure: 50% refund minus any costs already incurred
- Under 7 days before departure: 25% refund minus any costs already incurred
- Under 48 hours before departure: Non-refundable
If Paws and Planes or the airline cancels after documentation has begun, clients will receive a 50% refund excluding third-party costs.
Flight Rescheduling
Clients may reschedule with a minimum of 48 hours’ notice. Service charges and third-party costs may apply. If the rescheduled flight occurs more than 10 days before the new departure date, a 50% refund will be issued.
Payment Terms
A 50% deposit is required upon booking; the final payment is due before the flight. Additional costs may be incurred if airline regulations, government policies, or pet-specific needs change. Clients are responsible for any bank fees. Payments are accepted via bank transfer or payment link.
Termination Rights
Paws and Planes reserves the right to terminate this agreement if the client fails to meet their obligations, following a written warning. Payments may be deducted for services already rendered.
Contact Information
Email: hello@pawsandplanes.ae
Phone: +971 58 526 1108