Terms & Conditions & Policies

Happy Pets Taxi Service • Harlow, Essex, UK
Last updated: 29 August 2025 • info@happypetstaxi.co.uk • 02080642164

1) Definitions

• Client/You: the person arranging and paying.
• Passenger: the pet(s) being transported and any human travelling with them.
• Journey: any service including pickup, transport, waiting, return and drop-off.
• Quote/Estimate: a price indication based on information at enquiry time.

2) Service Scope

We transport dogs, cats and small pets across the UK, starting/ending in Harlow unless otherwise agreed. Vehicles are cleaned between journeys; safety restraints or carriers used as appropriate. Drivers are trained in pet first aid/handling and hold suitable insurance.

3) Quotes, Pricing & Payment

• Estimates: Online “Ruff Estimate” is a guide; final price confirmed on booking.
• Mileage: Calculated on Base → Pickup → Drop-off → Base. “Return to pickup” adds the Pickup ↔ Drop-off leg again.
• London surcharges: Congestion, ULEZ and any tolls/parking added at cost.
• Waiting time: 10 min free, then £5/10 min (outside London) or £7/10 min (London). Waiting over 60 min by agreement only.
• Special handling: May apply for brachycephalic breeds, reactive animals, extra cleaning, etc. (always discussed first).
• Out-of-hours: Evenings/Bank Holidays may carry a fair supplement.
• Payment: Card, cash or bank transfer before/at pickup unless agreed otherwise. Receipts/invoices emailed.
• Repricing: We may adjust for material changes (extra pets, address/time changes, delays beyond our control).

4) Bookings, Changes & Cancellations

• Confirmation: Your booking is confirmed when we send written confirmation (SMS/email). A deposit may be required.
• Changes: Please tell us ASAP. We’ll try to accommodate; extra fees may apply.
• Cancellation policy: >24h free; 24–12h 50%; <12h or no-show 100%. If we attend and cannot collect due to suitability/readiness/safety, it’s treated as a no-show.

5) Client Responsibilities

• Confirm pets are fit to travel (not within 48h post-surgery unless vet-cleared; not in late pregnancy; no unprescribed sedation).
• Cats/small pets must be in secure carriers; dogs in seatbelt harnesses or crates.
• Disclose medical needs, anxiety/reactivity, or bite history at booking.
• Provide essentials: meds, leads, muzzles (if needed), travel documents, and items like food/pads/blankets.
• Ensure safe access and that someone can hand over/receive the pet unless otherwise agreed.

6) Welfare, Safety & Refusal of Service

We may pause, re-route or refuse a journey if travel would compromise welfare or safety. Aggression risks may require muzzles or refusal. In extreme weather we may propose rescheduling or additional comfort stops. Excess soiling may incur a cleaning fee (£30–£60).

7) Delays, Traffic & Force Majeure

We are not liable for delays caused by traffic, accidents, road closures, weather or events beyond our control. We’ll keep you updated and act reasonably to mitigate delays.

8) Tracking, Updates & Communication

Where available, we can provide live updates or GPS tracking. Connectivity can vary and is not guaranteed. If you’re travelling with your pet, tracking is usually unnecessary; we’ll still provide ETA/status on request.

9) 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; vet costs are your responsibility. We’ll attempt to contact you first unless urgent.

10) Property, Damage & Liability

We aren’t responsible for belongings (collars/tags/carriers) 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 journey. Statutory rights remain unaffected.

11) Photos & Testimonials

With your consent, we may take non-identifying photos for updates/records/marketing. You can opt out anytime.

12) Insurance

We hold appropriate business motor insurance and public liability cover. These Terms do not replace your own pet insurance cover.

13) Accessibility

Please tell us about accessibility needs when booking so we can plan suitable vehicles/support.

14) Complaints

Email info@happypetstaxi.co.uk with your booking details and concern. If unresolved, you can seek advice from Citizens Advice or Trading Standards.

15) Privacy Notice (UK GDPR)

• Data we collect: Contact details, addresses, journey details, pet info, communications, payment confirmations (no full card data stored).
• Why: Provide services, take payment, manage bookings, send updates, meet legal obligations.
• Lawful bases: Contract, Legitimate Interests, Legal Obligation.
• Sharing: Limited data with drivers, vets (in emergencies), payment/IT providers only to deliver the service.
• Retention: Typically 24 months after last journey unless law requires longer.
• Your rights: Access, rectify, erase, restrict, object, and portability via info@happypetstaxi.co.uk.
• Security: Reasonable technical/organisational measures are used; no method is 100% secure.

16) Cookies (Website)

We use essential cookies for core functionality and basic analytics to improve our services. Control cookies in your browser settings.

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.