Termes et Conditions

Last Updated: 18th of May 2024

This document outlines the terms and conditions ("Terms") governing the use of the services ("Services") offered by Furry Pets Relocation Services LLC ("Furry", "We", "Us", "Our"), operating as Furry, a company located at Floor 16, Park Place Tower, Sheikh Zayed Road, Dubai, UAE.

By using Our Services, you (the "Customer", "You", "Your") agree to be bound by these Terms, constituting a binding agreement ("Agreement").

1. Services

1.1. Pet Taxi: We offer pet transport services within the United Arab Emirates. The specifics of these services, including but not limited to time, date, pick-up/drop-off location, will be arranged on a case-by-case basis between Furry and the Customer.

1.2. Pet Relocation: We assist with the international relocation of pets. This includes arranging travel, handling and processing required documents for export and/or import, as well as airport pick-up and/or drop-off. Each relocation service is unique and depends on various factors, such as the destination, airline policies, and the specific needs of your pets.

1.3. Pet Grooming: We offer professional pet grooming services at your home with our customised mobile grooming van. This includes bathing, hair trimming, nail clipping, ear cleaning and other wellness services related to your pet. Each appointment is scheduled individually to meet your pet's specific grooming needs.

1.4. All delivery dates and times are approximate and not guaranteed. Due to many variables associated with providing our Services, all completion or delivery dates and times stated by us are estimates made in good faith. We are not responsible for any loss or damages resulting from any delays in delivery of our Services.

2. Pricing

2.1. We reserve the right to charge additional fees if there are price changes from governments, airlines, or any other third parties, with or without notice.

2.2. Any quotation provided by us is based on the information you have given us. If it turns out that you provided incorrect information, you will be responsible for any additional fees we have incurred on the back of this incorrect information.

3. Requirements

3.1. Airlines & Destination: Please ensure that you read and understand the Pet Policy of your airline before confirming your booking with us. We are not responsible for issues arising from airlines not accepting your pet at check-in, flight cancellations, aircraft changes, or problems at transit airports. We are also not responsible if the pet is rejected at the destination airport. Please be advised that airline and country-specific requirements are subject to change without prior notice.

3.2. Crate: You are responsible for providing the correct measurements of your pets so that we can select the right travel crate. If you prefer to use your own travel crate, please inform us in advance with a picture, the brand name, model, and dimensions of the crate so we can verify that it complies with airline requirements. We cannot be held responsible if you did not share with us the correct measurements for your pet and/or you've chosen your own crate.

3.3. Vaccinations: All pets utilising our services must meet the vaccination requirements stipulated by the local regulations. You are required to provide proof of up-to-date vaccinations in accordance with these regulations before any transportation or relocation services can be provided. We reserve the right to refuse service to any pets that do not meet these criteria.

4. Payments

4.1. Full payment for our Services is due upon receipt of the invoice. Payments are processed through our payment processing vendor Stripe.

5. Cancellation and Refunds

5.1. By proceeding with your payment, you are hereby agreeing to our policies regarding cancellations and refunds, as detailed below:

5.1.1. For Pet Taxi Service: Should you need to cancel your booking, you can cancel for free and receive a full refund up to 30 minutes prior to the scheduled booking.

5.1.2. For Pet Relocation Services: In instances of flight cancellations made by the Customer, or the airline more than 10 days before the departure date, we offer a full refund, provided that we have not initiated the documentation process. However, if the documentation process has begun by us already, any costs already made by us will be deducted from your refund, and a maximum of 50% of the service fee will be reimbursed. The exact amount to be refunded will be solely be determined by us based on how much time we have spent on the process to date.

5.1.2.1. Please note, if a cancellation occurs within 48 hours of the scheduled departure, no refund will be issued.

5.1.2.2. Should a flight need to be rescheduled by the Customer or airline, within at least 36 hours of the MOCCAE visit and documentation (whichever is first), no additional charges will be incurred provided the rescheduling takes place within 30 days of the import or export permit. Otherwise, a new permit application will be required. This does not include the cost of any health certificates or related documents required at the destination.

5.1.2.3. In all instances mentioned above, any bank or payment processing fees incurred during the initial payment will be deducted from any refunds. Additionally, any bank charges related to issuing the refund to the customer will also be deducted.

5.1.2.4. Please be advised that any approved refund will be issued within 20 business days following the resolution of the refund request.

5.1.3. For Pet Grooming Service: Should you need to cancel your booking, you can cancel for free and receive a full refund up to 30 minutes prior to the scheduled booking.

6. Privacy and Data Usage

6.1. We gather personal details encompassing, but not confined to, names, email addresses, phone numbers, and pet-related data. This collected information can potentially be used for various internal purposes, possibly extending to activities like distributing newsletters, marketing, and customer profiling. Please be aware that we value and respect your privacy. However, how we utilise this data is subject to our internal policy considerations, which may include sharing information with third-party entities.

7. Intellectual Property

7.1. All content, including brand names, logos, and other materials on our website and related platforms, are owned by Furry Pets Relocation Services LLC. Unauthorised use of our intellectual property is prohibited.

8. Customer Authorisation

8.1. Customer represents and warrants Furry that the animal is healthy and in good physical condition and that the animal is neither dangerous nor aggressive. The customer is financially responsible for any damage to property, injury to our employees or other individuals, or to other animals caused by the customer’s animal while being in our care and shall promptly pay all damages on demand. The Customer shall indemnify and hold harmless Furry Pets Relocation Services LLC and its employees from any claim or loss resulting from such damage and/or injury. Further, customer authorises us at any point to pursue emergency services as deemed necessary by us in its sole determination and agrees to be responsible for any associated charges in connection with the medical treatment.

9. Limitation of Liability

9.1. We commit to offering services with the utmost care and professionalism. The Customer recognises that inherent risks are involved in our servies, which may sometimes be beyond our control.

9.1.1. Except as otherwise mandated by applicable law, we assume no liability for any illness, injury, death, loss, or damage of any kind to the pets arising out of or in connection with the services provided by us. In situations where liability cannot be excluded due to applicable law, such liability shall be limited to the minimum extent required by said law.

9.1.2. The Customer is responsible for providing accurate, complete, and current medical and behavioural information about their pets. We are exempted from any liability for damages arising from the Customer’s failure to provide such accurate information, except to the extent required by law.

9.1.3. We assume no responsibility or liability for incidents or mishaps resulting from actions or omissions of third parties, including but not limited to airlines, cargo staff, and other third-party contractors directly or indirectly contracted by us. Any liability arising from the actions or omissions of such third parties shall be strictly between the Customer and the third party, unless liability towards us is mandated by law.

9.1.4. In situations where we may be found liable due to actions or omissions directly attributable to it, liability will be strictly limited to the actual service fee charged to the Customer for the specific service rendered, or the smallest amount permitted by applicable law.

9.1.5. If the Customer ignores recommendations provided by Furry for the pet’s safety and well-being, any liability we might have is further reduced, except where such reductions are prohibited by law.

9.2. By using our services, the Customer expressly releases Furry, including its directors, officers, employees, and agents, from any and all claims, actions, suits, costs, expenses, damages, and liabilities, to the fullest extent permitted by law, arising out of or related to the services provided.

10. Warranty

10.1. Furry represents and warrants to customer that it shall perform the services using personnel of required skill, experience and qualifications and in a professional and workmanlike manner in accordance with generally recognised industry standards for similar services and shall devote adequate resources to meet its obligations under this agreement. Except as otherwise expressly set forth in this agreement, we make no warranty, express or implied, whether of merchantability or fitness for a particular purpose or use or otherwise.

11. Force Majeure

11.1. We are not liable for any failure or delay in performing its obligations under this agreement due to events beyond its reasonable control. In such events, we retain the right to terminate or amend this agreement as deemed necessary.

11.2. If the agreement is terminated due to force majeure, we will refund any payment already made by the customer after deducting any expenses or amounts owed by the customer. No compensation shall be due for any additional loss or damage resulting from such termination.

12. Event of Default

12.1. We reserve the right to suspend or terminate services without liability under the following conditions:

(a) Non-compliance with the Agreement's Terms by the customer;

(b) Failure by the customer to make timely payments;

(c) Customer insolvency or involvement in bankruptcy or similar proceedings.

13. Assignment and Severability

13.1. The Customer is not permitted to assign any of their rights or obligations under this Agreement without prior written consent from us. Should any term, clause, or provision of this agreement contravene any applicable statute, ordinance, or rule of law in any jurisdiction where it is invoked, that particular provision will be deemed ineffective in that jurisdiction to the extent of the violation. This will not, however, invalidate any other provision of this agreement.

14. Dispute Resolution and Governing Law

14.1. In the event of a dispute, the first course of action will be to seek resolution through mutual cooperation. If no resolution can be reached, disputes will be referred to the appropriate legal tribunal.

14.2. This agreement is governed by and should be interpreted in accordance with the laws of the United Arab Emirates, without regard to its choice of law provisions. Any action or legal proceeding resulting from or associated with this Agreement shall exclusively be initiated and conducted in the state and federal courts located in the United Arab Emirates. All parties hereby consent to the service of process, personal jurisdiction, and venue in these courts.

15. Changes to Terms

15.1. We retain the right to alter these Terms at our discretion. Any such modifications will be reflected on our website, with the date of the most recent update clearly indicated. By continuing to avail of our services, you agree to adhere to the revised terms.

16. Termination of Service

16.1. We reserve the right to refuse Service or prohibit a Customer from using our Services atour discretion.