Terms & Conditions

Last updated: October 25, 2026

The reservation fee starts your file and is not refundable once we begin work. After that, the closer to departure you cancel, the more we keep, and money we have already paid to airlines, vets, governments or partners is never refundable.

• Moves within one country: a reservation fee of USD 200.
• International moves: a reservation fee of USD 500.
• When we start booking, a second payment brings what you have paid up to 50% of the price. The balance is due 14 days before departure, or on confirmation if departure is sooner.
• The reservation fee is credited to your final invoice. It is not refundable once we have opened your file and started reviewing documents, routes or bookings.

We count days from the confirmed departure date. A cancellation counts from the day we receive it in writing at info@pettraveladvisors.com (Eastern Time).

Third-party costs are things like government and endorsement fees (USDA, import permits), vet visits and lab tests already done, kennels already bought, boarding nights used, and airline or partner fees past their own refund cut-off. Once paid, these cannot be refunded.

• Changes before anything is booked are free.
• After bookings are confirmed, each change of date, route or pet details costs USD 100, plus any change fees the airline or partners charge us.
• If the pet, kennel or documents differ from what you told us (size, weight, breed, vaccination dates), we re-quote and the change fee applies.
• A change that leaves no possible travel date within 60 days is treated as a cancellation.

• We rebook on the next suitable flight with no extra service fee.
• Extra third-party costs caused by the change, such as more boarding nights, a higher fare or a new health certificate, are passed on at cost.
• If travel becomes impossible (for example a new embargo or import ban with no workable route), we refund everything we have not yet spent, less the reservation fee.

If we cannot deliver the move for reasons within our control, we refund all fees you paid us, including the reservation fee.

Refunds are paid within 14 business days, to the same account or card you paid from. Bank or transfer fees charged to us are deducted.

These terms apply to every move Pet Travel Advisors arranges, alongside the quote you accept.

1.1 Pet Travel Advisors is a division of Pet Valet Global Logistics, headquartered in Concord, Ontario, Canada.

1.2 We plan and coordinate pet moves. Flights, vet work, ground transport, boarding and customs clearance are carried out by airlines and independent partners we select.

1.3 Each partner also works under its own rules, and airlines decide whether to accept a pet.

2.1 Prices are in US dollars. Taxes are added where they apply.

2.2 A quote is based on the information you give us: species, breed, age, weight, measurements, kennel size, addresses and dates.

2.3 Airfare is priced on the volumetric weight of the kennel. If the kennel or pet differs from what you told us, the quote no longer applies and we re-quote.

2.4 Your quote is valid until the date shown on it. Airline rates and availability can change before booking.

2.5 If the proposed airline or route stops being available, or an embargo applies, we prepare a new quote.

2.6 Prices assume weekday service during regular business hours. Weekends, holidays and late arrivals cost extra.

3.1 To book, you accept your quote on your move page and pay the reservation fee. Your move page then asks for the booking form and a pet information form for each pet. Please complete them before the balance is due: we cannot book the flight without them.

3.2 We review vet requirements and documents only after your file is open and the reservation fee is paid.

3.3 Please allow at least 1 week of notice for moves within one country and 3 weeks or more for international moves. Some countries need several months of vet preparation.

3.4 Flight space and travel dates are confirmed only when the airline confirms the booking.

3.5 When you accept your quote, you confirm that you are the pet's legal owner or are authorized by the owner to arrange the move, and that the pet is moving as a companion animal, not for sale, breeding, adoption or any commercial purpose. You authorize us and our partners to prepare and sign the airline, export, import and customs paperwork for the move on your behalf.

4.1 You pay in three steps: the reservation fee starts your file; when we start booking, a second payment brings what you have paid up to 50% of the price; the balance is due 14 days before departure, or on confirmation if departure is sooner.

4.2 Costs we must prepay to third parties, such as government permits or lab tests, are invoiced when they come up.

4.3 Each invoice says how to pay it, with a payment link or payment instructions. We never ask for your card number by email, by phone or on a form. International sending fees are paid by the sender.

4.4 We do not release a pet for departure until the invoice is paid in full.

Cancellations, changes and refunds follow the Cancellation and refund policy above.

6.1 Give us complete and accurate information about your pet, its health, temperament, any history of biting or aggression, and any medication. We may refuse or stop a move if a pet cannot travel safely.

6.2 Meet the vet, export and import requirements for your route. We guide you, but your vet issues the documents and you are responsible for them being correct and on time.

6.3 Original vet documents must travel with the pet. Copies by email are not accepted by airlines or border staff.

6.4 Every pet traveling internationally must have a microchip, even where the destination does not require one.

6.5 Some countries require the pet to have lived in the departure country for at least 6 months, or since birth.

6.6 We do not transport pregnant animals. Airlines set a minimum age, usually 8 weeks.

6.7 Your own travel is separate from your pet's. Do not book non-refundable flights for yourself based on a proposed pet route until we confirm it. Your own travel costs and changes are yours.

6.8 Stay reachable by phone and email from booking until your pet is delivered.

6.9 Send your pet in a well-fitted collar or harness with an ID tag, and tell us if your pet has ever escaped or tried to. We are not responsible for an escape caused by a collar, harness or crate you supplied, or by a pet acting in a way you did not tell us about.

Pets must not be sedated for air travel. Sedation affects breathing, heart rate and temperature control at altitude and is refused by airlines.

8.1 Snub-nosed (brachycephalic) dogs and cats face higher risk of breathing problems and heat stress.

8.2 We use a kennel one size larger than normally required, and some airlines require a vet breathing exam or refuse these breeds in hot weather.

8.3 Airline temperature limits can delay travel at short notice.

9.1 Kennels must meet IATA Live Animals Regulations and any stricter airline rules.

9.2 Ventilation openings may be no larger than 1 x 1 inch (25 mm) for dogs and 3/4 x 3/4 inch (19 mm) for cats; otherwise mesh must be added.

9.3 A kennel you supply is accepted only if the airline accepts it. If it must be replaced, enlarged or modified, the cost is added, and a larger kennel can raise the airfare.

9.4 Strong or powerful breeds may need a reinforced wooden kennel.

10.1 Pets usually travel as manifest cargo and may not be on the same flight as their owner.

10.2 Airlines can impose heat, cold or other embargoes at any time without notice.

10.3 Some airlines do not carry pets in cargo over the winter holidays, roughly mid-December to mid-January.

10.4 Routes, schedules and airline acceptance rules can change after booking; we rebook as set out in the policy above.

11.1 Import clearance, duties, taxes, quarantine and destination fees are not included unless your quote lists them.

11.2 You or your appointed agent are the importer and pay any charges the destination country, airline or customs broker sets.

11.3 Some countries require a licensed customs broker or agent for pet imports.

12.1 Air and road travel carry risks for animals, including stress, injury, illness or death, even with proper care.

12.2 If your pet needs vet care while in our or a partner's care, we will try to reach you first. If we cannot, the attending vet decides, and the cost is yours.

12.3 We are not responsible for delays or losses caused by airlines, governments, weather, embargoes or other events outside our control.

12.4 Our total liability for any claim is limited to the service fees you paid us for the move.

12.5 We recommend pet travel insurance. We do not sell it, and a claim is between you and your insurer.

13.1 We use your personal and pet information only to arrange the move, and share it only with the airlines and partners involved.

13.2 We post photos of your pet on our website or social media only with your permission.

14.1 We may update these terms. The version in force when you book applies to your move.

14.2 You accept these terms when you accept your quote on your move page, by typing your name and ticking the box, or when you pay the reservation fee.

Questions about these terms? Email info@pettraveladvisors.com.

Pet Travel Advisors, a division of Pet Valet Global Logistics, 1B-45 Basaltic Road, Concord, Ontario L4K 1G5, Canada.