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Terms & Conditions

These Terms & Conditions apply to all services provided by PassPets Ltd (“PassPets”, “we”, “us”, or “our”). By making a booking with PassPets, you confirm that you have read, understood, and agreed to these Terms & Conditions.

 

1. About Us

PassPets Ltd is a UK-based, family-run business providing veterinary certification and related services for pet travel, including Animal Health Certificates (AHCs), Export Health Certificates, OV66 ID checks, and associated services.

 

2. Definitions

For the purposes of these Terms & Conditions:

  • Appointment means any booking made with PassPets for veterinary certification or related services.

  • Client, you, or your means the person(s) booking or attending an Appointment.

  • AHC means an Animal Health Certificate.

  • Urgent booking means an Appointment booked with less than 72 hours’ notice or where required documentation is not received within the required timeframe.

 

3. Acceptance of Terms

By booking an Appointment with PassPets, attending an Appointment, or making payment for our services, you agree to be bound by these Terms & Conditions.

Any pricing, policies, or information provided at the time of booking (including on our website, booking pages, or confirmation emails) form part of these Terms & Conditions.

 

4. Booking & Payment

4.1 Booking confirmation

An Appointment is considered confirmed once it has been booked through our booking system or agreed with our team, and where applicable, payment has been received.

4.2 Payment method

  • For Havant and London appointments, payment is taken at the Appointment.

  • For Bristol appointments, payment is taken in advance via a payment link.

  • For Export Health Certificate appointments, we take a £50 non-refundable deposit at time of booking.

 

5. Pre-Appointment Requirements

You are responsible for providing all required pre-appointment information, forms, and clinical history within the timeframes specified in your booking confirmation.

Failure to provide the required information on time may result in additional fees, delays, or the need to re-book your Appointment.

 

6. Rescheduling & Cancellation

6.1 Late rescheduling fee

Animal Health Certificate Appointments rescheduled within 7 days of the Appointment date may incur a £30 late rescheduling fee.

Animal Health Certificates are prepared in advance and are specific to both the Appointment date and the vet issuing them. Where an Appointment is rescheduled at short notice, certificates may need to be re-prepared, resulting in additional administrative work.

There is no fee for rescheduling more than 7 days in advance. This fee may be waived in genuine emergency situations at the discretion of PassPets.

6.2 Cancellations

For Appointments where payment has been made in advance:

  • Cancellations made more than 7 days before the Appointment are eligible for a 50% refund.

  • Cancellations made within 7 days of the Appointment are non-refundable.

 

7. Urgent Bookings & Fees

Animal Health Certificate Appointments booked with less than 72 hours’ notice, or where required pre-appointment documentation is not received at least 72 hours before the Appointment, may incur an urgent fee as disclosed at the time of booking.

Urgent fees apply regardless of subsequent rescheduling and cannot be avoided by moving an Appointment to a later date.

 

8. Repeat Customer Discount

Repeat customer discounts may be offered where a new Animal Health Certificate Appointment is booked within 24 months of a previous qualifying Appointment. Eligibility for any discount is determined at the time of booking.

 

9. Pricing & Price Changes

Our prices are listed on our website and may change from time to time.

The price applicable to your Appointment is the price confirmed at the time the booking is made. Any pricing changes apply only to bookings made on or after the effective date of the change. Existing bookings will be charged at the previously confirmed price.

 

10. Client Responsibilities

It is your responsibility to:

  • Ensure that all information provided to PassPets is accurate and complete

  • Ensure your pet meets the entry requirements of the destination country

  • Confirm that your chosen transport provider will accept the issued documentation

PassPets cannot be held responsible for delays, refusals of entry, or quarantine imposed by airlines, ferry operators, or border authorities.

 

11. Limitation of Liability

PassPets shall not be liable for any indirect, consequential, or incidental losses, including (but not limited to) missed travel, accommodation costs, or changes to travel plans.

Our total liability in respect of any claim shall be limited to the total fees paid to PassPets for the relevant Appointment.

 

12. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as possible so we can try to resolve the issue promptly and fairly.

 

13. Data Protection

PassPets complies with UK data protection legislation. Personal data will be handled in accordance with our Privacy Policy.

 

14. Media & Marketing

Unless otherwise requested, PassPets may use anonymised images or testimonials for marketing purposes. You may opt out at any time by contacting us.

 

15. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Final reassurance

We aim to be clear, fair, and transparent in everything we do. If you have any questions about these Terms & Conditions, please contact us — we’re always happy to help.

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