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Terms & Conditions

These Terms & Conditions apply to all services provided by PassPets Ltd (“PassPets”, “we”, “us”, or “our”).

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By making a booking with PassPets, completing a Pre-Appointment Form, attending an Appointment or making payment for our services, you confirm that you have read, understood and agreed to these Terms & Conditions.

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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 (EHCs), OV66 identification checks and associated services.

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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 booking or attending an Appointment and, where applicable, the owner or person responsible for the pet.

  • AHC means an Animal Health Certificate.

  • EHC means an Export Health Certificate.

  • Official Veterinarian or OV means a veterinary surgeon authorised to carry out the relevant official certification work.

  • 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, completing a Pre-Appointment Form, attending an Appointment or making payment for our services, you agree to be bound by these Terms & Conditions.

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Any pricing, policies or information clearly provided to you at the time of booking, including information shown on our website, booking pages, Pre-Appointment Form or confirmation emails, may also form part of your agreement with PassPets.

 

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 normally taken at the Appointment.

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

  • For Export Health Certificate Appointments, a £50 non-refundable deposit is payable at the time of booking.

 

5. Pre-Appointment Requirements

You are responsible for providing all requested information, forms, documentation and veterinary clinical history within the timeframes specified by PassPets.

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This may include completion of a new Pre-Appointment Form even where you have previously used PassPets.

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You must ensure that information provided to PassPets is complete and accurate to the best of your knowledge and tell us if relevant information changes before your Appointment.

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Failure to provide information or documentation within the required timeframe may result in:

  • additional fees;

  • delay in preparing your documentation;

  • the need to reschedule your Appointment; or

  • PassPets being unable to issue the required certificate.

 

6. Clinical Examination and Fitness for Travel

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6.1 Clinical examination requirement

Where required for the certificate being issued, our Official Veterinarian must carry out a clinical examination of your pet before the certificate can be signed.

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For an Animal Health Certificate, the Official Veterinarian must be satisfied that the pet:

  • shows no obvious signs of disease; and

  • is fit for the intended non-commercial movement.

 

These are certification requirements and cannot be waived by PassPets because of travel arrangements, financial loss, urgency or any other personal circumstances.

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6.2 No guarantee that a certificate will be issued

Booking an Appointment, making payment, completing a Pre-Appointment Form, providing veterinary records or attending an Appointment does not guarantee that an AHC, EHC or other veterinary certificate will be issued.

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The decision whether a certificate can be signed is made by the Official Veterinarian based on the certification requirements and their professional judgement at the relevant time.

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The Official Veterinarian must be independently satisfied that they can truthfully and properly make all declarations contained within the certificate.

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6.3 Existing medical conditions

An existing medical condition does not automatically prevent a certificate being issued.

 

However, the Official Veterinarian may take into account matters including:

  • the pet's general health and clinical condition;

  • signs of illness or disease;

  • respiratory function;

  • mobility;

  • pain or distress;

  • recent illness, injury, surgery or treatment;

  • existing medical conditions and whether they appear stable;

  • age and general physical condition where relevant; and

  • the nature, method and duration of the intended journey.

 

This list is not exhaustive.

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6.4 Pets that are unwell before the Appointment

If your pet becomes unwell, develops new symptoms or experiences a deterioration in an existing condition before your Appointment, you should seek advice from your usual veterinary practice and notify PassPets where appropriate.

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If you are unsure whether an existing health condition or new symptom may affect your pet's ability to undertake the proposed journey, you should discuss this with your usual veterinary practice before attending your PassPets Appointment.

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Our reception and administrative staff cannot provide clinical veterinary advice or confirm in advance whether an individual pet will meet the certification requirements.

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6.5 Assessments performed by another veterinary surgeon

PassPets may recommend that you ask your usual veterinary surgeon to examine your pet or provide supporting clinical information before your Appointment.

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Any opinion, report, clinical assessment or supporting documentation provided by another veterinary surgeon:

  • is provided as supporting information only;

  • does not bind the PassPets Official Veterinarian; and

  • does not guarantee that PassPets will issue the certificate.

 

The PassPets Official Veterinarian must still carry out any examination required and make their own independent professional decision.

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6.6 Changes in health after an earlier assessment

A pet's health can change.

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An assessment by another veterinary surgeon, or an earlier assessment by PassPets, does not guarantee that the pet will continue to meet the certification requirements at a later date.

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The relevant decision will be based on the pet's condition when examined for the purpose of certification.

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6.7 Where the Official Veterinarian cannot issue the certificate

If the Official Veterinarian is not satisfied that the applicable certification requirements are met, PassPets may be unable to issue the certificate.

 

Depending on the circumstances, your pet may require:

  • treatment;

  • further investigation;

  • a period of recovery;

  • reassessment at a later date; or

  • an alternative travel plan.

 

PassPets may recommend that you contact your usual veterinary practice for further assessment or treatment.

 

Where the Official Veterinarian has carried out the clinical examination and is unable to issue the Animal Health Certificate because the applicable certification requirements are not met, 50% of the appointment fee will remain payable.

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This charge reflects the veterinary and administrative work already undertaken in connection with the appointment, including preparation, review of the information provided, the clinical examination and the Official Veterinarian’s professional assessment.

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Where the appointment has been paid for in full in advance, PassPets will refund the remaining 50% of the appointment fee.

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If your pet is subsequently reassessed at a later date, a new appointment may be required and will be charged at the applicable appointment fee.

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6.8 Clinical decisions cannot be influenced by travel arrangements

Existing travel bookings, accommodation costs, ferry or train reservations, flights, holiday costs, deadlines or other financial consequences cannot influence the Official Veterinarian's clinical or certification decision.

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Clients must not ask or pressure a veterinary surgeon to sign a certificate where the veterinary surgeon is not satisfied that the relevant requirements have been met.

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7. Travel Arrangements and Client Risk

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7.1 Certification cannot be guaranteed in advance

You acknowledge that veterinary certification may depend on matters that cannot be finally determined until the Appointment, including the pet's clinical condition on the day.

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For this reason, you should take appropriate account of the possibility that certification may not be possible when making travel arrangements.

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Where possible, we recommend using flexible or refundable travel arrangements, particularly where there are existing concerns about your pet's health.

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7.2 Consequences where certification cannot properly be issued

PassPets will not be responsible for the cost of cancelled, changed or missed travel arrangements where a certificate cannot be issued because the pet does not meet the applicable certification requirements or because the Official Veterinarian cannot truthfully make the required declaration.

 

This may include losses relating to:

  • flights;

  • ferries;

  • trains;

  • Eurotunnel or other transport;

  • accommodation;

  • vehicle hire;

  • onward travel;

  • holiday bookings; or

  • other associated travel arrangements.

 

This clause does not exclude or limit any liability which PassPets cannot lawfully exclude or limit, including our obligation to provide our services with reasonable care and skill.

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8. Rescheduling & Cancellation

 

8.1 Late rescheduling fee

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

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Animal Health Certificates are prepared in advance and are specific to both the Appointment date and the veterinary surgeon issuing them. Where an Appointment is rescheduled at short notice, certificates may need to be prepared again and the original Appointment slot may be lost.

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There is no fee for rescheduling more than 7 days in advance.

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The fee may be waived in genuine emergency circumstances at the discretion of PassPets.

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8.2 Rescheduling because a pet is unwell

If your pet becomes unwell before the Appointment, please contact us as soon as reasonably possible.

 

Where an Appointment has to be rescheduled because a pet is unwell, the normal rescheduling policy applies unless PassPets agrees otherwise.

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8.3 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.

Nothing in this section affects any statutory rights that apply.

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9. 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.

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

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An urgent booking does not alter or reduce any veterinary, legal or certification requirement and does not guarantee that the required certificate will be issued.

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10. 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.

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Eligibility for any discount is determined at the time of booking.

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Repeat customers must still provide any information and documentation required for their new Appointment and must complete a new Pre-Appointment Form where requested.

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Previous certification does not guarantee that a new certificate can be issued.

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11. Pricing & Price Changes

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

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The price applicable to your Appointment is the price confirmed at the time the booking is made.

 

Any subsequent pricing changes will normally apply only to bookings made on or after the effective date of the change.

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12. Client Responsibilities

You are responsible for:

  • providing complete and accurate information to PassPets;

  • completing all required forms;

  • providing requested veterinary clinical history and supporting documentation;

  • informing us of relevant changes before the Appointment;

  • ensuring your pet is presented for examination where required;

  • ensuring your pet meets applicable destination-country requirements;

  • ensuring all necessary vaccinations, treatments and other requirements have been completed within the correct timescales;

  • checking that your intended route and method of transport comply with applicable requirements;

  • confirming that your transport provider will accept the documentation being issued; and

  • seeking veterinary advice from your usual practice if you have concerns about your pet's health or ability to travel.

 

You remain responsible for your travel arrangements and for allowing sufficient time to deal with any unexpected issue that prevents certification.

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13. Border Authorities, Transport Providers and Third Parties

PassPets provides veterinary certification based on the information available to us and the applicable certification requirements.

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Final decisions regarding entry, boarding, transportation, quarantine or acceptance of documentation may be made by third parties including:

  • border authorities;

  • competent authorities;

  • airlines;

  • ferry companies;

  • rail or tunnel operators; and

  • other transport providers.

 

PassPets is not responsible for a third party's independent decision to refuse transportation or entry where PassPets has correctly provided the agreed service and documentation.

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14. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits any liability which cannot legally be excluded or limited.

 

PassPets will provide its services with reasonable care and skill.

 

Subject to those obligations, PassPets will not be responsible for losses which:

  • were not caused by a breach by PassPets;

  • arise because a pet does not meet applicable certification requirements;

  • arise because the Official Veterinarian cannot truthfully or properly make the declarations required by the certificate;

  • result from inaccurate, incomplete or late information supplied by the Client or a third party;

  • arise from changes in the pet's health or circumstances outside PassPets' reasonable control;

  • result from the independent actions or decisions of border authorities, transport providers or other third parties; or

  • were not reasonably foreseeable when the contract between you and PassPets was made.

 

Where PassPets is responsible for a loss, our liability will be determined in accordance with applicable law.

 

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

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15. Veterinary Professional Judgement

Veterinary surgeons working for PassPets remain professionally responsible for the certificates and clinical opinions they provide.

 

PassPets will not require or permit an Official Veterinarian to issue or sign a certificate where they are not professionally satisfied that the relevant declaration can properly be made.

 

A Client's preference, travel deadline, previous certification, opinion from another veterinary surgeon or financial circumstances cannot override the professional judgement of the certifying veterinarian.

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16. Complaints

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

 

17. Data Protection

PassPets complies with applicable UK data protection legislation.

 

Personal data will be handled in accordance with our Privacy Policy.

 

Where necessary for the provision of our services, we may obtain or exchange relevant clinical or certification information with veterinary practices, laboratories, competent authorities or other parties involved in your pet's certification.

 

18. Media & Marketing

Unless otherwise agreed, PassPets may use anonymised feedback or testimonials for marketing purposes.

 

Where an image or other material identifies you or your pet, we will handle its use in accordance with applicable data protection and consent requirements.

 

You may contact us if you do not wish material relating to you or your pet to be used.

 

19. Changes to These Terms

We may update these Terms & Conditions from time to time, including where changes are required because of changes in legislation, official guidance or the services we provide.

 

The Terms & Conditions applying to your booking will normally be those made available to you when the booking or Pre-Appointment Form is completed, except where a change is required by law or by a competent authority.

 

20. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

 

Any dispute will be dealt with by the courts having jurisdiction under applicable law.

 

Final reassurance

Our aim is to make pet travel certification as straightforward as possible while ensuring that certificates are completed correctly and responsibly.

 

For most healthy pets, the clinical examination required for an Animal Health Certificate should be a straightforward part of the Appointment.

 

Where there are concerns about your pet's health, please speak to your usual veterinary practice before attending PassPets and contact us as early as possible if your Appointment may need to be changed.

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