Terms and Conditions

PetzBack Home Ltd. Will be known hereafter in the terms below as “The Company”.

Registered Office - 13-15 Commercial Road, Hayle, Cornwall. TR27 4DE

PetzBack Home Ltd. Is a DEFRA certified pet carrier and has been issued with a DEFRA Animal Transportation Authorisation Number UK/EXETE/T2/00035670

Terms & Conditions Please read carefully. When placing an order with Petzback Home Ltd you are agreeing to fully abide by the terms below

Pet Passport / Defra.

For a dog or cat to travel back to the United Kingdom the customer will need some specific paperwork as listed here

1. A valid DEFRA approved pet passport showing that their pet has been micro-chipped, vaccinated and blood tested for antibodies to rabies. N.B. Allow at least 7 months from the vaccination date until being able to travel.
2. The rabies vaccinations must have been renewed concurrently after the date the rabies serological blood tests were carried out. The vaccination must be renewed before the expiry date of the previous one. If there is even a one day break in these vaccinations the animal will not be able to travel and have to go through another rabies blood test process. (another 7 months before travel)
3. A valid DEFRA approved pet passport showing that the animal has been treated against ticks, fleas and fox tapeworm not less than 24 hours, and not more than 48 hours, prior to departing from a ferry port.
4. Where possible it is advisable (but not necessary) to carry the original micro chipping certificate, the official blood test results certificate and a business card with contact details of your pets vet.

Tick, flea and tapeworm treatment must be administered by a registered vet between 24 and 48 hours before departing from a foreign port. The pet passport must be signed, dated and stamped by the administering vet on the respective pages. This must include the date and time the treatment was carried out.

Microchip checking. Please also make sure that the vet also scans the pet’s microchip to confirm it is working and its identification number corresponds with the number on the pet passport. This will be checked by a port official prior to departure

Mistakes & Corrections on a pet passport will be a problem unless they have been corrected, signed, dated then officially stamped over by the vet involved. No crossing out, changing of dates or tippex corrections will be allowed on the pet passport unless this has been carried out. Be very careful when visiting your vet that this does not happen as it will mean that the pet will be not be able to travel into the UK.

If the pet passport does not comply with the points above we regret that we will not be able to carry the animal under the Pet Travel Scheme. When planning your return journey on any of our routes, please give careful consideration to the timing of the tick and tapeworm treatment. Distressing and very expensive difficulties can arise if things go wrong and return travel will be jeopardized.

Where possible the company will help the customer by checking the pet passport and giving the exact dates and times of the treatments to be entered by the vet on the pet passports. If the customer is arranging their own travel treatments the company will not be held responsible or accept any claims for any mistakes made on the pet passport. It is the customers own responsibility to make sure with their vet that everything is correct as mistakes can be very expensive and will delay ferry travel.

The company does offer a pet passport travel treatment service with a local vet in Torrevieja at a cost of 60€ per animal should the customer require it.

For a dog or cat to travel to France or Spain from the United Kingdom

1. The customer must have a pet passport for each pet and make sure their pets micro chip number corresponds with the number in the pet passport. No pet will be allowed back in to the United Kingdom unless it has had a rabies vaccination and gone through the blood test process.

IMPORTANT NOTE

Some customers seem the think that if their pet passport is not correct their pet will be held in quarantine in England until it is sorted out. Please take note that is not the case as the pet passports are checked at the departure ports before leaving Spain or France. The port officials are very strict. If there are any problems with the microchip, rabies vaccinations, tick, flea and worm treatments or any corrections on the passport the pet will not be allowed to board the ship to travel and will be left behind in a kennels or a cattery. The customer will then be responsible for any kennel fees and the collection costs incurred. This is very expensive and very awkward for the company. Please make sure you allow us to check the passports before we leave for the ferry. When taking your pet to the vet for the tick, flea & worm treatments make sure the vet carries out a medical examination of the pet to make sure it is fit to travel, especially if your pet is on medication or elderly.

Travelling With Pets

If a customer wishes to travel with their pet in one of the company vehicles then they can do so free of charge (subject to availability). The customer is required to cover the cost of their own ticket and cabin on the ferry and pay for any overnight hotel stops that may be required as these costs would not be included in any price quoted. Customers who travel with their pets do so at their own risk and as a goodwill gesture from the company. Any travellers may also be sharing the vehicle with other pet owners. No guarantee whatsoever will be given to sole use of the vehicle unless notified in writing beforehand. Clients travelling with their pets form no part of any agreement between the customer and the company. No charge is made
for this service therefore no claims whatsoever will be accepted by company for any problems relating to this travel.

Exercise Breaks

During the journey the vehicle driver will take regular pre-planned exercise stops to allow the dogs and their owners, if travelling to stretch their legs etc. If no owners are present then the vehicle driver will walk the dog(s).

Cats Travelling

During the journey any cats will remain within the vehicle in a large pet cage. This will accommodate food & water bowls, a litter tray and a bed for their comfort.

Pet Food & Accessories

The vehicle driver will feed the animals as per the owner’s instruction. To prevent stomach upsets when changing a pet’s diet all food required for the pets journey must be supplied by the owners. If any medication is required on the journey, that must also be supplied by the owner. The company will supply all drink, beds, leads, collars, cat litter and trays for the journey if required.

Vehicles

Where possible the company always tries to use one of its air conditioned vehicles especially in the summer months. This is not always possible and the company reserves the right to use other non air conditioned vehicles for carrying pets. Not all vehicles owned by the company are air conditioned. All pet transportation vehicles have special ventilation fitted making pet travel safe and comfortable for any animal transported. Unless otherwise stated on the company order confirmation or the customer has booked the individual one2one service the vehicles are not guaranteed for sole use and more than one customer may travel together on a journey.

Goods and Belongings

If a customer has belongings to move, as well as wanting to travel themselves with their pet then we will use our (petmobile) for the journey. This is a specially adapted van with extra seats and windows fitted for the customers comfort. The pets can travel in the pet compartment in the rear of the vehicle. This is a specially adapted low light area and fitted with air flow conditions to keep the pets cool even in hot summer.

The company will need to know the exact details and volume in advance of the belongings the customer wishes to take with them on the journey in the petmobile. Space for goods is limited on that vehicle and a maximum volume of 1.5 cubic metres is allowed. If that volume is exceeded, all of, or the remaining excess of goods will travel separately on another vehicle. If when we collect the customer we find they have more goods than we were informed of, the remaining goods will be left behind or collected at a later date at an extra cost. One average suitcase and one overnight bag is acceptable luggage for a person travelling with no other goods.

Payments

Before a booking can be confirmed by the company a deposit of 50% of the total cost must be paid. The remaining 50% final balance payment must be paid at least 7 days before the date of travel. If a cheque is used to pay the final balance we must receive that at least 14 working days before the travel date.

Deposits or final balances can be paid with credit or debit card over the telephone (2.8% charge will apply) or by sending a cheque to our head office or by paying money directly into our company bank account. (Ring for account numbers). No moving dates or ferry bookings will be confirmed by the company until a deposit has been received. Euro cash payments will be converted at a rate that will guarantee the company the full outstanding amount when changed back into Pounds Sterling.

Order Cancellations

If a job is cancelled by the customer and a ferry crossing has been booked or any work at all has been started then a fee will be deduced from the deposit paid (equivalent to any costs incurred by ourselves) If the deposit received from the customer does not cover the costs incurred by the company, the customer will be invoiced for the remaining amount. If a job is cancelled within 14 days of the intended travel date no monies at all will be refunded to the customer.

Ferry Crossings

Where possible the company will endeavor to use the Brittany Ferries Plymouth/Portsmouth to Santander crossing when in operation but because of limited pet space it is not always possible to travel on this route. Early booking is advised if this ferry route is required. If no space is available on those routes the company reserves the right to use other ferry routes through France without further notice. Without advance booking no particular travel route can be guaranteed and no claims whatsoever will be accepted by the company for losses or delays caused by travel on a different ferry.

Overnight Hotel Stops & Ferry Cabins

Whilst travelling to or from a ferry port an overnight hotel stop may be required. When possible we use a selection of pet friendly hotels. Availability in these hotels may not always be guaranteed unless early prior notice is given.

Collection & Delivery Dates

Collection and delivery dates are given in good faith by the company at the time of any quotation or subsequent order and the company will always do its utmost to complete the work on these dates. Road travel breakdowns and ferry travel delays can be unpredictable and unavoidable when travelling long distances therefore the company will not accept any order cancellations, any claims for loss or delays due of such problems.

Petz Back Home Ltd. 2009

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