Terms & Conditions

1) Definitions

• We/Us/Our: Happy Pets Taxi Services Limited.
• Client/You: the person or organisation arranging and/or paying for the service. If you book on behalf of someone else (for example a friend, family member, rescue or your own client), you are the Client and are responsible for payment and for these Terms being followed.
• Pet/Passenger: the animal(s) being transported and any human travelling with them.
• Journey: any service including pickup, transport, waiting, return and drop-off.
• Estimate/Quote: a price indication based on the information provided at enquiry time.
• Booking: your confirmed reservation once accepted by us (see 4.1).
• Booking Total: the full confirmed price of the Booking, including any agreed extras.
• Deposit: the part-payment (normally 50% of the Booking Total) that secures your Booking.
• Scheduled Pickup Time: the collection date and time confirmed in writing by us.
• Same-day Booking: a Booking made on the same calendar day as the Scheduled Pickup Time.
• Opening Hours: Monday to Friday 9am to 6pm and Saturday 10am to 5pm. We are closed on Sundays and bank holidays.
• Base: our operating base in Harlow, Essex, from which our drivers set off.
• In Writing: WhatsApp, SMS or email.

2) Our Services

We provide welfare-first pet transport for dogs, cats and small pets across the UK. We also offer pet deliveries, pet supplies delivery and aftercare support transport (for example, taking a pet to a crematorium/aftercare provider), subject to availability.

• Transport: door-to-door journeys, vet/groomer trips, relocations, airport/station transfers, and urgent call-outs when available.
• Deliveries: collection and delivery of pet-related items (see section 7).
• Dedicated journeys: we do not offer shared transport. Your pet travels on a dedicated journey unless you have booked more than one pet from the same household together.
• Pet-Care Network: a directory of third-party businesses we recommend. Bookings with those businesses are separate contracts between you and them.
• Partner boarding referrals: where requested, we can contact our partner boarding providers on your behalf and help arrange a booking. Once your pet is in the care of a third-party boarding provider, that arrangement is solely between you and that provider. We accept no responsibility for your pet's welfare, safety, health or any other matter while they are in the care of a third-party boarding facility.

3) Quotes, Pricing & Payment

3.1 Estimates and confirmation

• Fetch a Figure: our online tool provides a guide price only. Your price is not agreed until we confirm it In Writing.
• Accuracy: quotes assume correct addresses, accurate pet details, safe access and typical driving conditions.
• Fixed once confirmed: once we confirm your price, it will not change unless (a) you change the booking, (b) the information you gave us was inaccurate or incomplete, or (c) extra charges arise under these Terms (for example waiting time, tolls, cleaning or re-attendance).
• Validity: quotes are valid for 7 days unless we say otherwise, and are subject to availability until the Booking is confirmed.

3.2 Journey pricing and additional charges

• How prices are set: journey prices are calculated by us using factors such as distance, time, journey type, number of pets and whether the owner is travelling. The price you pay is the confirmed quote we send you.
• Price reviews: we review our prices from time to time, for example in line with fuel costs. Any change applies to new quotes only, never to a price we have already confirmed.
• London Congestion Charge Zone: if pickup or drop-off is inside the zone, an additional £18 fee is added.
• Tolls/parking/ferries: charged at cost and included in your confirmed price where known, or requested with proof if incurred unexpectedly.
• Out-of-hours supplement: an out-of-hours supplement applies to any journey that falls outside our Opening Hours. This includes:
  • pickups before 9am or from 6pm Monday to Friday, before 10am or from 5pm on Saturday, or at any time on a Sunday;
  • journeys that begin within Opening Hours but are expected to finish after closing time; and
  • journeys where our driver needs to set off from our Base more than 30 minutes before opening time (that is, before 8:30am Monday to Friday or before 9:30am on Saturday) to reach your pickup on time. For example, a 9am pickup that is a 45-minute drive from our Base would include the supplement.
  Start, finish and departure times are estimated from the expected driving time for the route at the time of travel, including any waiting time and the return leg on return journeys. This applies however far in advance you book. For extended gap return journeys, each leg is assessed separately. Bank holiday journeys may also carry a supplement. Any supplement is included in your quote and confirmed before booking.
• Same-day / emergency supplement: Same-day and urgent bookings carry an emergency supplement, confirmed before booking. This is separate from, and can apply in addition to, the out-of-hours supplement.
• Weekend premium: journeys on Saturdays and Sundays include a weekend premium, shown at the time of quoting.
• Minimum fare: a minimum fare applies to all bookings. This varies by journey type and whether the owner is travelling. Your confirmed quote will always reflect the applicable minimum.
• Per-pet fee: a fee applies per animal transported. This is included in your quote and applies regardless of journey length or type.
• Special handling: may apply for reactive animals, bite risk, brachycephalic care needs, significant extra cleaning, multi-stop collections, etc. (always discussed first).

3.3 Waiting time (Return & Wait)

• First 10 minutes: free.
• After 10 minutes: billed in 10-minute blocks.
• Rates: outside London: £5.50 per 10 minutes; Outer London: £7.50 per 10 minutes; Inner London (Congestion Charge Zone): £11.00 per 10 minutes.
• Cap: waiting is capped at 60 minutes unless agreed In Writing.

3.4 Payment methods

• We accept card payments via Stripe (including PayPal where enabled), bank transfer, and cash.
• Pay later / instalments: some “pay later” options (for example Klarna) may be offered by Stripe or its partners at checkout. These are provided by the third party and subject to their own eligibility checks and terms.
• Payment responsibility: you remain responsible for the full Booking Total regardless of any third-party payment arrangement.
• Paying on someone else’s behalf: a payment made by another person (for example a relative) is treated as made by you, and any refund due is returned to the original payment method.
• Cash: cash must be paid in full before the pet is loaded, unless agreed otherwise In Writing. Drivers do not carry change.

3.5 Failed payments, disputes & chargebacks

• If a payment is reversed, disputed or fails, you remain responsible for the full amount due under these Terms.
• Please contact us to resolve any issue before raising a dispute with your bank or card provider. If you raise a chargeback or dispute for charges that are due under these Terms, we will provide our booking records, messages, journey evidence and these Terms to your bank or payment provider to contest it, and the amount remains owed.
• Unpaid amounts may result in future bookings being refused and, where appropriate, debt recovery action. Reasonable costs of recovering unpaid sums may be added where the law allows.

3.6 Business, rescue & trade clients

• Where we agree to invoice a business, charity, rescue or trade client, invoices are payable within 7 days of the invoice date unless agreed otherwise In Writing.
• Late payment by business clients may incur statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
• If you book on behalf of your own clients, you are responsible for payment to us, and for passing on the information in these Terms that affects them (for example deposits, cancellations and welfare requirements).

4) Bookings, Changes, Cancellations & Refunds

When we confirm a Booking, we reserve a driver, vehicle, insurance cover and time for your pet and turn away other work for that slot. The charges below reflect those committed costs.

4.1 Confirming a booking

• Confirmation: a Booking is confirmed once we send written confirmation and your required payment has been received. Until then, the slot is not held.
• Deposit: unless agreed otherwise, a 50% deposit is required to reserve a driver, vehicle, insurance cover and time. The Deposit is non-refundable except where stated in 4.3 (more than 48 hours’ notice) or 4.8 (if we cancel).
• Balance: the remaining balance must be paid before the journey begins, unless we agree otherwise In Writing. If the balance has not been received by the Scheduled Pickup Time, we may treat the Booking as cancelled by you with less than 12 hours’ notice (see 4.3), and the full Booking Total becomes due.

4.2 How cancellation notice is measured

• All cancellations must be made In Writing. A phone call or voice note must be followed up In Writing.
• Notice is measured from the time your written cancellation is sent to the Scheduled Pickup Time.
• If we do not receive a cancellation and nobody is available at the Scheduled Pickup Time, the Booking is treated as a no-show.

4.3 Cancellation charges (standard bookings)

Notice given	What you pay
More than 48 hours	No cancellation charge. All payments are refunded (unless 4.4 or 4.6 applies).
48 to 12 hours	50% of the Booking Total. Your Deposit is retained. If you have paid in full, the other 50% is refunded.
Less than 12 hours / no-show	100% of the Booking Total. Any unpaid balance becomes due immediately.

4.4 Bookings made less than 48 hours before pickup

• Where a Booking is confirmed with less than 48 hours before the Scheduled Pickup Time, your Deposit is non-refundable from the moment it is paid, because we commit a driver and vehicle straight away.
• If you cancel with less than 12 hours’ notice, or do not show, 100% of the Booking Total is payable.

4.5 Same-day / urgent bookings

• Same-day Bookings require full payment upfront and are non-refundable once confirmed. Drivers, vehicles and routes are immediately committed.
• If we attend and cannot collect due to readiness, access, paperwork, behaviour or safety concerns, this is treated as a no-show and the full fare remains due.

4.6 Changes and rescheduling

• Please tell us as soon as possible if you need to amend a Booking. All changes are subject to availability and must be confirmed by us In Writing.
• One free change of date or time is allowed if requested more than 48 hours before the original Scheduled Pickup Time.
• Once you have used your free change, your Deposit becomes non-refundable, whatever notice you give for any later cancellation, because we have already held and released a slot for you.
• Any further change (a second change or more) is charged a £15 rebooking fee per change, payable before the change is confirmed, and is only accepted more than 48 hours before the current Scheduled Pickup Time.
• A change requested within 48 hours of the current Scheduled Pickup Time is treated as a cancellation under 4.3. Any new date is a new Booking.
• Time limit: a new date must be within 3 months of the original Scheduled Pickup Time. If no new date is agreed within that period, the Booking is treated as cancelled by you and your Deposit is retained.
• When a Booking is moved, payments already made carry over to the new Booking. Moving a Booking never makes a non-refundable Deposit refundable again, and cancellation notice for the new Booking is measured from its new Scheduled Pickup Time.
• If the price for the new date or time is higher (for example a weekend, bank holiday, out-of-hours pickup or changed route), you pay the difference. If it is lower, the difference is not refunded where the original Deposit has become non-refundable.
• Reducing the Booking (for example fewer pets or a shorter route) within 48 hours of the Scheduled Pickup Time does not reduce the amount payable.
• Additional charges may apply where distance, time, number of pets, waiting time or complexity increases.

4.7 Journeys we cannot complete because of information or circumstances on your side

• If we cannot start or complete a journey because information you gave was inaccurate or incomplete (for example the address, number or size of pets, behaviour or health), because the pet is not ready or not fit to travel, because containment, muzzle or paperwork is missing, because there is no safe access, or because of abusive or threatening behaviour, this is treated as a cancellation by you at the time we discover it.
• The charges in 4.3 then apply (usually 100% if discovered at pickup), plus any extra mileage and time already incurred.

4.8 If we cancel

• If we have to cancel for reasons on our side (for example vehicle breakdown or driver illness), we will offer you an alternative date or a full refund of everything you have paid.
• If a journey cannot go ahead safely because of events outside anyone’s control (see section 17), we will offer to rearrange. If you choose not to rearrange, we will refund what you have paid.
• Our liability for a cancellation by us is limited to the refund of payments made. We are not responsible for knock-on costs such as missed appointments, flights or boarding bookings, although we will always do our best to help.

4.9 Extended gap (multi-leg) journeys

• Two-leg bookings: where a Booking consists of an outbound leg and a return leg on a different day or time, each leg is treated as a separate journey for cancellation and charges. Deposits are split across the legs in proportion to each leg’s price.
• Cancelling one leg: if you cancel the return leg only, the charges in 4.3 apply to that leg based on the notice given from the time of cancellation to the scheduled return pickup time.
• Between legs: we are not responsible for any events, costs or circumstances that arise between the outbound drop-off and the return pickup.

4.10 Your right to cancel under consumer law

• Our services are transport services booked for a specific date and time. Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation period does not apply to these Bookings, even where they are made remotely (online, by WhatsApp, phone or email). Cancellations are governed by this section 4.
• Your other statutory rights are not affected.

4.11 Refunds

• Where a refund is due, we aim to process it back to the original payment method within 5–7 working days (depending on your bank/provider).
• Any goodwill refund or reduction we choose to offer is at our discretion and does not change these Terms for future bookings (see 18.3).

5) Client Responsibilities

• Accurate information: you confirm that all information you give us (addresses, contact numbers, number, breed, size and temperament of pets, health and medical needs) is accurate and complete. Charges caused by inaccurate information are payable by you (see 4.7).
• Fitness to travel: confirm pets are fit to travel (not within 48 hours post-surgery unless vet-cleared; not in late pregnancy; no unprescribed sedation). Pets should not be fed a large meal within 2 hours of travel unless your vet advises otherwise.
• Health & infection: tell us if your pet has, or may have, an infectious or contagious condition (for example kennel cough or parvovirus), is in season, or has fleas or parasites. We may need to rearrange or apply a deep-cleaning charge.
• Containment: cats and small pets must travel in secure carriers. Dogs must be secured using suitable harness points, seatbelt restraints or crates as advised.
• Disclosure: tell us about medical needs, anxiety, reactivity, aggression or bite history at booking.
• Restricted breeds: for any dog subject to breed-specific legislation (including XL Bully type dogs), you must tell us at booking and provide a valid Certificate of Exemption, a correctly fitted muzzle and a lead. We cannot transport a dog that does not meet the legal requirements.
• Essentials: provide medication, leads, muzzles (if needed), paperwork, and any comfort items requested.
• Emergency contact: you must provide a valid emergency contact number at the time of booking. This may be your own number or a trusted third party (for example a family member or vet) and must be reachable during the journey. If we cannot reach you and an emergency arises, we will try your emergency contact before taking further action.
• Handover: ensure safe access and that someone is available to hand over or receive the pet at the agreed time and location, unless a safe-drop or unattended collection has been agreed with us In Writing in advance.
• Failed handover / failed delivery: if we arrive at the agreed location and nobody is available to hand over or receive the pet, we will wait up to 10 minutes free of charge. After 10 minutes, standard waiting charges apply in 10-minute blocks. If unresolved after 30 minutes, or if we cannot safely complete the handover, the Booking is treated as a no-show and the full fare remains due. A re-attendance fee may apply if a second visit is required.
• Permission: you confirm you have the legal authority to transport the pet and to instruct us (for example as owner, rescue or authorised representative). You are responsible for any dispute over ownership.

5.1 Undeliverable pets

If we cannot complete a delivery or return journey due to circumstances beyond our control (including nobody being available at the destination, an incorrect address, the destination refusing to accept the pet, or the distance making a return impractical):

1. We will immediately attempt to contact you and your emergency contact to arrange a resolution.
2. If we cannot reach you within 20 minutes, your pet will be kept safely and calmly in our care while we continue to try to contact you.
3. If the situation cannot be resolved and your pet needs temporary housing, we may place your pet with a suitable emergency boarding provider. All costs incurred, including our additional time, mileage and boarding fees, are your responsibility and will be invoiced to you.
4. We will never abandon or release a pet under any circumstances.

You remain fully responsible for all additional costs arising from an undeliverable journey where the failure was caused by incorrect information, unavailability, or circumstances on your side. We accept no liability for stress, injury or loss arising from such situations where the cause was not our fault.

6) Welfare, Safety & Refusal

Welfare comes first. We may pause, re-route or refuse a journey if travel would compromise welfare or safety.

• Driver’s judgement: our driver has the final say on whether it is safe to load and transport a pet. This can include aggressive behaviour, unsafe environments, extreme heat or cold, or unsuitable containment.
• Breaks: on longer journeys we make regular welfare stops for water, comfort and checks. These are built into the journey and do not count as waiting time.
• Refusal of service: we may refuse or cancel a Booking where a client fails to pay, provides misleading information, behaves abusively, or places welfare, safety or legal compliance at risk. Where this is caused by you, section 4.7 applies.
• Muzzles: where appropriate, we may require a muzzle for safe handling (provided by you unless agreed otherwise).
• Zero tolerance: we do not accept abusive, threatening or discriminatory behaviour towards our team. We may end a journey safely at the nearest suitable point and refuse future bookings.
• Cleaning fees: excess soiling may incur cleaning/deep cleaning charges (see section 11).

7) Deliveries & Pet Supplies

• We can collect and deliver pet-related items such as food, prescriptions (where permitted), accessories, paperwork and supplies.
• This service is subject to availability and is not a substitute for regulated courier services where special licensing or controlled transport is required.
• Payment for goods: the cost of goods must be paid in advance, either by you directly to the retailer or to us before we purchase them. Our delivery fee is separate.
• Delivery fees: measured by driving distance from our Base:
  • Harlow: £20
  • Elsewhere up to 5 miles: £25
  • 5 to 10 miles: £30
  • Each additional 5 miles: +£5
• Regular deliveries: where you book the same order on a repeat schedule of every 2 to 4 weeks, Harlow deliveries are charged at £15. Runs outside the agreed schedule, or where the order changes significantly, are charged at the standard fee.
• Delivery extras: each additional store on the same run +£5; heavy or bulky orders (over 25kg or more than 3 bags) +£5; same-day or within-2-hours delivery +£5. Additional delivery addresses are quoted in advance. Any extras are confirmed with you before we set off.
• Payment of delivery fees: the delivery fee is confirmed In Writing and must be paid, together with the cost of any goods we purchase for you, before collection.
• Cancelling a delivery: cancellations must be made In Writing.
  • Before we set off: full refund of the delivery fee and of any money for goods we have not yet bought.
  • After we have set off: the delivery fee is non-refundable. Money for goods we have not yet bought is refunded.
  • Goods already bought: these belong to you. We will deliver them as booked, or you may return them to the retailer under the retailer’s own returns policy. If you ask us to take them back, this is charged as a new delivery.
  • Click & Collect orders: cancelling or refunding the order itself is between you and the retailer.
• Regular deliveries: you can pause or cancel a regular delivery at any time, free of charge, by telling us In Writing at least 24 hours before the next scheduled run. Cancellations with less notice are treated as above.
• Failed deliveries: if nobody is available to receive the order and no safe place has been agreed, the delivery fee is non-refundable and a further attempt is charged as a new delivery.
• If we cancel: if we cannot complete a delivery for reasons on our side, we will offer a new time or a full refund of the delivery fee and any money for goods we have not bought.
• Click & Collect orders: where a retailer offers Click & Collect, you may place and pay for the order directly with the retailer and we will collect on your behalf. We are not responsible for retailer stock errors, substitutions, delays or cancelled collections.
• Returns: returns, exchanges and faulty goods are a matter between you and the retailer. A return trip is charged as a new delivery.
• Delivery windows: estimated times are given in good faith. Traffic and access may affect ETAs.
• Recipient availability: someone must be available to receive items unless safe-drop is agreed In Writing (and is at your risk).
• Prohibited items: we do not transport illegal items, weapons, controlled drugs (unless a lawful prescription and agreed), hazardous chemicals, or anything we reasonably believe to be unsafe.
• Condition of goods: for temperature-sensitive or fragile items, you must tell us in advance. We are not responsible for spoilage where we were not informed or where delays are beyond our control.
• Promotions: promotional offers, discount codes and marketing incentives apply to pet transport services only unless explicitly stated otherwise, and are not valid for pet supplies deliveries.

8) Aftercare / Crematorium Support

• Where requested, we may transport a deceased pet from a home or veterinary practice to an aftercare provider/crematorium. This service is provided with compassion and dignity.
• Third-party providers: aftercare services (cremation, ashes, commemoration) are provided by the chosen third party. Their terms and prices apply.
• Identification: you are responsible for confirming your pet’s identity and aftercare instructions with the veterinary practice/aftercare provider. We will follow the written instructions given to us at the time of collection.
• Return of ashes: if you book us to return ashes or items to you, a separate delivery/transport charge may apply.
• Emotional support: we are not trained counsellors, but we will always treat you kindly and respectfully.

9) Updates, Tracking & Communication

• Updates: where possible, we provide ETAs, journey updates, and photos or short videos of your pet via WhatsApp or SMS. These are shared in good faith as a courtesy. By booking with us, you consent to images and videos of your pet being shared with you through these channels for journey updates.
• Tracking: tracking features are provided where available. Mobile connectivity varies and is not guaranteed.
• Written records: WhatsApp, SMS and email messages between us form part of your Booking. Please keep booking discussions in writing so there is a clear record for both of us.
• Contact hours: our live chat follows our Opening Hours. Emergency call-outs outside these hours are subject to availability and additional charges (see 3.2).
• Timings: pickup and arrival times are estimates. We will keep you updated about delays but cannot be responsible for delays caused by traffic, road closures, weather or welfare stops.

10) Veterinary Care & Emergencies

• If a pet becomes unwell, we may contact you and, if necessary, obtain veterinary attention en route or at the nearest clinic.
• You authorise us to act in your pet’s best interests, including agreeing to emergency treatment a vet advises is necessary if we cannot reach you or your emergency contact.
• Costs: veterinary costs are your responsibility, as are our reasonable additional time and mileage for any vet detour.
• We will attempt to contact you first unless the situation is urgent.

11) Property, Soiling, Damage & Liability

11.1 Soiling / deep cleaning

Animals can occasionally become sick, stressed, or have accidents during transport. If a pet soils the vehicle (urine, faeces, vomit, blood, excessive fur or other bodily fluids), a deep cleaning and sanitisation fee may be charged.

• Fees: typically £30 to £120 depending on severity and time required.
• Specialist treatment: if specialist biohazard or odour treatment is required, the full cost may be passed on.
• Damage: damage to restraints, carriers, upholstery or equipment caused by a pet may be charged.

11.2 Your responsibility for your pet

• You are responsible for loss, damage or injury caused by your pet to our drivers, vehicles, equipment or other people, where this results from behaviour or health issues you did not tell us about.
• Your own carriers, crates, leads and belongings travel at your risk unless loss or damage is caused by our negligence.

11.3 What we are not responsible for

• Illness, injury or death arising from pre-existing conditions, age-related issues, or conditions we were not told about, where we were not negligent.
• Normal travel stress, travel sickness or minor behavioural reactions to travel, where we have followed our welfare procedures.
• Delays or losses caused by events outside our control (see section 17), or by incorrect information from you.
• Indirect or consequential losses (for example missed flights, appointments, boarding bookings or loss of earnings).

11.4 Liability limits

• Our total liability to you for any Booking is limited to the price paid for that Booking.
• Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.
• Your statutory consumer rights are not affected.

12) Drivers, Subcontractors & Passengers

• We may use approved self-employed drivers/subcontractors to fulfil bookings. They operate under our brand standards but may be independent contractors.
• We remain responsible for managing bookings, pricing and customer support.
• Drivers must hold valid licences, suitable insurance and animal transport permissions where required.
• No side deals: drivers are not permitted to change pricing, collect additional fees, or enter into separate agreements with clients. Any payment made directly to a driver outside our booking system is not recognised by us.
• Non-solicitation: you agree not to book, or try to book, a driver introduced by us for pet transport work directly (bypassing us) for 12 months after your last journey with us. Doing so may result in cancellation of existing bookings and refusal of future bookings.

12.1 Travelling with your pet: passenger notice

Happy Pets Taxi Services Limited holds an animal transport licence issued by the Animal and Plant Health Agency (APHA licence number TA52903). This licence authorises the transport of animals only. We do not hold a licence to carry human passengers.

Where you wish to travel alongside your pet, the passenger transport element of that journey is arranged through one of our self-employed, licensed taxi driver partners. In such cases:

• Your contract for passenger transport is directly with the licensed driver, not with Happy Pets Taxi Services Limited.
• The driver operates under their own taxi licence, public or private hire operator permissions, and passenger liability insurance.
• Happy Pets Taxi Services Limited accepts no liability for the passenger transport element of the journey.
• Animal welfare standards and care throughout the journey are provided by Happy Pets Taxi Services Limited under our APHA licence.
• The deposit, balance and cancellation terms in section 4 apply to the whole journey price, including when you travel with your pet.

By requesting a journey that includes a human passenger, you confirm that you have read and understood this notice and accept the arrangement described above.

13) Photos, Reviews & Testimonials

• Photos: with your consent, we may take non-identifying photos for updates, records and marketing. You can opt out at any time by telling us In Writing.
• Reviews: if you leave a review (for example on Google), we may repost excerpts for marketing unless you ask us not to.

14) Privacy Notice (UK GDPR)

• Data we collect: contact details, addresses, journey details, pet information, communications, payment confirmations (we do not store full card details), and photos or videos of your pet taken during a journey to provide updates to you.
• Why: to provide services, take payment, manage bookings, send updates, handle disputes and meet legal obligations.
• Lawful bases: Contract, Legitimate Interests and Legal Obligation.
• Sharing: limited data is shared with drivers/subcontractors, veterinary providers (in emergencies), our payment processor (Stripe), and your bank or card provider where needed to respond to a payment dispute.
• Retention: typically up to 24 months after your last journey, or longer where the law requires or where needed for an unresolved payment or dispute.
• Your rights: access, rectification, erasure, restriction, objection and portability. Email info@happypetstaxi.co.uk. You can also complain to the Information Commissioner’s Office (ico.org.uk).
• Security: we use reasonable technical and organisational measures. No method is 100% secure.

15) Cookies (Website)

• We use essential cookies for core functionality and may use basic analytics to improve our services.
• You can control cookies in your browser settings.

16) Complaints

• Please email info@happypetstaxi.co.uk with your booking details and concern, ideally within 7 days of the journey so we can investigate properly while details are fresh.
• We aim to acknowledge complaints within 3 working days and respond fully within 14 days.
• Please give us the chance to put things right before raising a payment dispute (see 3.5).
• If your complaint is not resolved, you may seek advice from Citizens Advice or Trading Standards.

17) Events Outside Our Control

We are not liable for any delay or failure to perform caused by events outside our reasonable control, including extreme weather, flooding, road closures, accidents, major traffic incidents, fuel shortages, strikes, animal disease controls, government restrictions, or serious illness. If this happens, we will tell you as soon as possible and offer to rearrange or refund as set out in 4.8.

18) General

18.1 Whole agreement

These Terms, together with your written booking confirmation, form the agreement between us. If there is a conflict, anything we have specifically agreed with you In Writing for your Booking takes priority.

18.2 Severability

If a court or other authority decides that any part of these Terms is unlawful or unenforceable, the rest of the Terms will remain in full force.

18.3 No waiver

If we choose not to enforce a term, or we offer a goodwill gesture (for example waiving part of a cancellation charge), this does not waive our right to enforce that term, or any other term, later or on future Bookings.

18.4 Transfer

We may transfer our rights and obligations under these Terms to another organisation, and will tell you if this affects your Booking. You may not transfer your Booking to someone else without our written agreement.

18.5 Third parties

These Terms are between you and us. No other person has any rights to enforce them under the Contracts (Rights of Third Parties) Act 1999.

19) Changes to These Terms

We may update these Terms from time to time. The version on our website at the time your Booking is confirmed applies to that Booking.

20) Governing Law

These Terms are governed by the laws of England & Wales. The courts of England & Wales have exclusive jurisdiction, except that if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.