Animal Welfare and Refund Policy

This policy sets out how Pawport protects the animals moved through the Service, and how cancellations and refunds work. It forms part of the Terms of Service at /terms. Where a commitment depends on a pending company or insurance decision it is shown in [brackets].

1. Welfare comes first

An animal's safety takes priority over speed or price. The quote engine treats travel rules as routing constraints, not fine print: it only proposes journeys a pet is eligible and safe to make, applying constraints such as heat embargoes, snub-nosed (brachycephalic) breed restrictions, and crate and container standards. Where a route or mode is not safe for a particular pet, it is not offered.

2. Vetted transporters

Only transporters that have passed vetting (business registration, insurance evidence, references, and a probation period, with continuing review) can quote. Transporters agree to carry animals in line with the applicable welfare and carriage rules for the route. Vetting is a screen, not a guarantee; the transport is performed by the independent transporter you book.

3. Your part as an owner

You are responsible for presenting a pet that is fit to travel, for an accurate profile (species, breed, size, health and temperament relevant to travel), and for completing the veterinary and documentary steps your route requires. An animal that is unwell, or a profile that is materially inaccurate, can make a booked move unsafe to proceed.

4. If something goes wrong

If an incident occurs during a move, tell your coordinator through the message thread as soon as possible; keep any veterinary records. How responsibility and any compensation are handled depends on the transporter and its insurance, and on the facts. [SPECIFIC INCIDENT-HANDLING, INSURANCE, AND ANY WELFARE-GUARANTEE COMMITMENTS TO BE CONFIRMED WITH COUNSEL AND THE INSURER.]

5. How escrow protects both sides

Your payment is held in escrow and released to the transporter only after delivery is confirmed. This means money is not wired ahead to a stranger, and a transporter is paid for a completed job. Amounts and escrow movements are recorded in an immutable ledger.

6. Cancellations and refunds

• Before a transporter is booked: a request that has not been accepted can be withdrawn at no charge.
• After booking, before pickup: you may cancel, and a refund is issued subject to the cancellation schedule below; a refund reverses the escrow and reclaims any payout already released.
• After pickup or in transit: because the transporter has begun performing, cancellation and any refund are handled case by case, with welfare as the priority.
• Cancellation schedule and any non-refundable amounts (for example third-party costs already incurred, such as flights or veterinary steps): [CANCELLATION WINDOWS, PERCENTAGES, AND NON-REFUNDABLE ITEMS PENDING].

7. Disputes

If you believe a move was not delivered as agreed, open a dispute through your move. Opening a dispute freezes the escrow release while we review it; we look at the booking, the status history, the message thread, and any evidence either side provides, and resolve it under these Terms. [DISPUTE-RESOLUTION TIMELINES AND ESCALATION PENDING.]

8. Contact

Welfare or refund questions: [SUPPORT CONTACT EMAIL]. Legal: [LEGAL CONTACT EMAIL].