Terms & Conditions

1) Definitions

• We/Us/Our: Happy Pets Taxi Services Limited.
• Client/You: the person arranging and paying for the service.
• 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 information provided at enquiry time.
• Booking: your confirmed reservation once accepted by us.

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).
• Pet-Care Network: a directory of third-party businesses we recommend; bookings with those businesses are separate from our service.
• Partner boarding referrals: where requested, we can contact our partner boarding providers on your behalf and help arrange a booking. However, 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 once 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. Final pricing is confirmed by us before the journey starts.
• Accuracy: estimates assume correct addresses, availability of safe access, and typical driving conditions.
• Rounding: totals may be rounded up to the nearest 50p for simplicity.

3.2 Mileage and charges

• Base mileage: calculated as Base (Harlow) → Pickup → Drop-off → Base.
• Return journeys: if you book “Return to pickup” or “Return & Wait”, the Pickup ↔ Drop-off leg is added again.
• London Congestion Charge Zone: if pickup or drop-off is inside the zone, an additional £15 fee is added.
• Single journey surcharge: one-way journeys may include a distance-based surcharge to account for the driver's return travel. This is calculated automatically and shown in your quote before booking.
• Tolls/parking/ferries: charged at cost and will be included in your confirmed price where known, or requested with proof if incurred unexpectedly.
• Out-of-hours: evenings, early mornings and bank holidays may carry a fair supplement (confirmed before booking).
• Weekend premium: journeys on Saturdays and Sundays include a weekend premium. This is shown in our online calculator at the time of quoting.
• Minimum fare: a minimum fare applies to all bookings. This varies depending on 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.
• Some “pay later” / instalment options may be offered by Stripe or its partners at checkout. Those options are provided by the third party and subject to their own eligibility checks and terms.
• Payment responsibility: you remain responsible for the full booking value regardless of third‑party payment arrangements.
• Failed payments & disputes: if a payment is reversed, disputed, or fails, you remain responsible for the full booking value. Unpaid balances may result in future bookings being declined and (where appropriate) debt recovery action.

4) Bookings, Changes, Cancellations & Refunds

• Confirmation: a booking is confirmed once we send written confirmation (WhatsApp/SMS/email) and your required payment has been received.
• Deposit: unless agreed otherwise, a 50% deposit is required to reserve a driver, vehicle, insurance cover and time.
• Balance: the remaining balance must be paid before the journey begins, unless we agree otherwise in writing.

4.1 Cancellations (standard bookings)

• More than 48 hours’ notice: no cancellation charge — deposit refunded.
• 48 to 12 hours’ notice: 50% of the total booking remains payable (this normally means the deposit is retained).
• Less than 12 hours’ notice / no-show: 100% of the booking total is payable.

4.2 Same-day / urgent bookings

• Same-day bookings 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.

4.3 Changes

• Please tell us as soon as possible if you need to amend a booking. We will try to accommodate changes where possible.
• Additional charges may apply where distance, time, number of pets, waiting time or complexity increases.

4.4 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 the purposes of cancellation and charges.
• Cancelling one leg: if you cancel the return leg only, the standard cancellation policy applies 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 during the period between the outbound drop-off and the return pickup.

4.5 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).

5) Client Responsibilities

• Fitness to travel: confirm pets are fit to travel (not within 48h post-surgery unless vet-cleared; not in late pregnancy; no unprescribed sedation).
• 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.
• Essentials: provide meds, 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 the same as your own number or a trusted third party (e.g. a family member or vet). This number must be reachable during the journey. If we are unable to reach you and an emergency arises, we will attempt your emergency contact before taking any 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 for up to 10 minutes at no charge. After 10 minutes, standard waiting charges apply in 10-minute blocks. If the situation remains unresolved after 30 minutes, or if we are unable to safely complete the handover, the booking will be treated as a no-show and the full fare will remain due. A re-attendance fee may apply if a second visit is required.
• Undeliverable pet — what happens: in the event that we are unable to complete a delivery or return journey due to circumstances beyond our control (including but not limited to: nobody available at the destination, incorrect address provided, destination refusing to accept the pet, or the distance making a return impractical), we will take the following steps:
  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, the pet will be kept safely and calmly in our care while we continue attempts to contact you.
  3. If the situation cannot be resolved and the pet requires temporary housing, we reserve the right to place the pet with a suitable emergency boarding provider. Any costs incurred — including our additional time, mileage, and boarding fees — are your responsibility and will be invoiced to you.
  4. We will not 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.
• Permission: you confirm you have authority to transport the pet and to instruct us (e.g., owner, rescue, authorised representative).

6) Welfare, Safety & Refusal

Welfare comes first. We may pause, re-route or refuse a journey if travel would compromise welfare or safety. This can include aggressive behaviour, unsafe environments, extreme heat/cold, or unsuitable containment.

• 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/legal compliance at risk.
• Muzzles: where appropriate, we may require a muzzle for safe handling (must be provided by the client unless agreed otherwise).
• 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.

• Click & Collect orders: where a retailer offers a Click & Collect service, clients may place and pay for the order directly with the retailer. We will collect on your behalf. We are not responsible for retailer stock errors, substitutions, delays or cancelled collections.
• Delivery windows: estimated times are provided 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 at your risk).
• Prohibited items: we do not transport illegal items, weapons, controlled drugs (unless 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.

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 the pet’s identity and the 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 via these channels for journey update purposes.
• Tracking: tracking features are provided where available; mobile connectivity can vary and is not guaranteed.
• Contact hours: our published live chat hours apply; emergency call-outs are subject to availability and additional charges.

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 the pet’s best interests. Veterinary costs are your responsibility. We will attempt to contact you first unless it 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, 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 Liability limits

• We are not responsible for personal belongings unless loss/damage is due to our negligence.
• Our total liability (except for death/personal injury caused by negligence) is limited to the price paid for the relevant service.
• Your statutory consumer rights are not affected.

12) Drivers & Subcontractors

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.
• Drivers are not permitted to change pricing, collect additional fees, or enter into separate agreements with clients.
• Attempts to bypass Happy Pets Taxi Service by dealing directly with a driver may result in cancellation and refusal of future bookings.

12a. Passenger Transport — Important 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 transportation of animals only. We do not hold a licence to carry human passengers.

Where a customer wishes to travel alongside their 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 hire or private hire operator permissions, and passenger liability insurance.
• Happy Pets Taxi Services Limited accepts no liability for any aspect of 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.

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

13) Photos, Reviews & Testimonials

• Photos: with your consent, we may take non-identifying photos for updates/records/marketing. You can opt out at any time.
• Reviews: if you leave a review (e.g., 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 info, communications, payment confirmations (we do not store full card details), and photos or videos of your pet taken during a journey for the purposes of providing updates to you.
• Why: to provide services, take payment, manage bookings, send updates, and meet legal obligations.
• Lawful bases: Contract, Legitimate Interests, and Legal Obligation.
• Sharing: limited data is shared with drivers/subcontractors, veterinary providers (in emergencies), and our payment processor (Stripe) to take payment and prevent fraud.
• Retention: typically up to 24 months after the last journey, unless law requires longer.
• Your rights: access, rectify, erase, restrict, object, and portability — email info@happypetstaxi.co.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. We aim to respond promptly and fairly. If unresolved, you may seek advice from Citizens Advice or Trading Standards.

17) Changes to These Terms

We may update these Terms from time to time. The version on our website at the time of booking applies.

18) Governing Law

These Terms are governed by the laws of England & Wales. Courts of England & Wales have exclusive jurisdiction.