Terms and Conditions

Paws Abroad Ltd, trading as ProntoPets
Version 1.0, 1 September 2026.

These terms apply to every journey you book with us. They explain what we do, what we need from you, what happens when plans change and what we are responsible for. Please read them before you pay. You accept them when you tick the box on our booking form or pay a deposit. You can save or print this page, and we will send you a copy if you ask.

1. Who we are

We are Paws Abroad Ltd, a company registered in England and Wales under company number 17363104. Our registered office is The Workshop, 32-40 Tontine Street, Folkestone, Kent, CT20 1JU. We trade as ProntoPets. Our registered office is an office address. We do not collect or hand over pets there.

2. Words we use

You means the person who makes the booking. You must be 18 or over. You must own the pet or have the owner’s permission to book for them.
Pet means each animal named in your booking.
Shared run means a scheduled trip on which pets from several customers travel together, each in its own crate.
Designated trip means a trip on a date agreed with you, on which only your pets travel.
Private transfer means a trip on which you travel in our vehicle together with your pet.
Departure means the date the trip leaves, as shown in your booking confirmation.
Price means the total amount in your booking confirmation.

3. How your booking is made

We quote every journey individually. A quote is valid for 30 days unless it says otherwise. A quote does not hold a place.

Your booking is confirmed when all of the following have happened:

you have completed our booking form and accepted these terms;
you have paid the amount due under section 5;
we have confirmed the booking to you by email.

The contract between you and us starts when we send that confirmation. Please check it and tell us straight away if anything is wrong.

4. Holding a place for £100

On some shared runs you can hold a place before you have a full booking. This is how it works:

You pay £100 per booking, not per pet.
We check your details and confirm within 24 hours whether we can fit your pet on that run.
If we cannot fit your pet on the run, we refund the £100 in full.
The £100 comes off your price when you book.
If your plans change, tell us at least 4 days before departure and we move the hold to another run at no charge.
If you decide not to travel at all, we keep the £100. It covers the place we held for you and our administration.

A hold becomes a confirmed booking when you complete the steps in section 3.

5. Price and payment

What the price includes. The Channel crossing, tolls, fuel, overnight stops, a travel crate, food, bowls, blankets and updates during the journey. On a designated trip and a private transfer the price also includes collection and delivery at your address. On a private transfer it includes your pet-friendly hotel on the way.

What costs extra. Collection or delivery at your address on a shared run, arranging the animal health certificate and a second driver on a designated trip. We only charge an extra that we agreed with you in writing.

When you pay.

50% of the price when you book. If you paid £100 to hold a place, that amount counts towards this 50%.
The remaining 50% no later than 14 days before departure.
If you book less than 14 days before departure, the full price when you book.

How you pay. Our prices are in pounds sterling. You can pay by bank transfer or by card through Stripe. We do not see or store your card details. If you would like to pay in euros, ask us for our euro account details. If you pay by card in another currency, Stripe or your card provider may add a conversion fee.

If the price changes. Once we have confirmed your booking, the price is fixed. It only changes if you change the booking, for example the number of pets, an address or the date, or if the information you gave us turns out to be wrong, for example the size or weight of your pet. We tell you the new price before we go ahead.

If you pay late. If the remaining 50% is not paid on time, we remind you. If it is still unpaid 3 days after our reminder, we may treat the booking as cancelled by you and section 9 applies.

Charges by authorities. If a border or veterinary authority charges a fee for your pet, for example for an inspection, that fee is yours to pay.

6. What we need from you

Correct information. Give us accurate details of your pet: species, breed, age, weight, health, behaviour and any medication. Give us the right addresses and a phone number on which we can reach you or someone you trust during the whole journey. Tell us as soon as anything changes.

Travel documents. You are responsible for your pet’s microchip, rabies vaccination, animal health certificate or EU pet passport, tapeworm treatment for dogs entering Great Britain and any other document the rules require. If we have agreed in writing to arrange a document for you, we do what we agreed. You still attend the vet appointment and check that the details on the document are correct. The guidance on our website is general. The rules can change and can differ for your situation, so please check with your vet and the official sources.

The owner’s own journey. For a pet to travel under the non-commercial rules, the owner normally has to travel within 5 days of the pet and give us written permission to carry it. Tell us before you book if the owner cannot do that, because other rules then apply.

Fit to travel. The law does not allow us to carry an animal that is not fit for the journey. We may refuse to collect your pet if:

it is ill, injured, heavily pregnant or too young to travel;
a required document is missing or wrong;
we cannot handle it safely;
the information you gave us was wrong in a way that matters.

If we refuse for one of these reasons, we treat it as a cancellation by you on the day of departure. We will always try to move your pet to a later trip instead. You then pay any extra cost this causes.

Sedation. Do not sedate your pet for the journey unless your vet has prescribed it and you have told us in advance.

Special food and medication. We provide food. If your pet has a special diet or needs medication, give us enough for the journey with written instructions.

7. Collection and delivery

Shared runs use set collection and drop-off points along the route. We tell you the point and the time before departure.
On a designated trip, a private transfer or a shared run with the door-to-door extra, we collect and deliver at the addresses in your booking.
All times are estimates. Traffic, weather, the crossing and border checks can change them. We keep you informed.
An adult must hand your pet over and an adult must receive it. If that is not you, tell us the person’s name beforehand. We may ask for identification.
Hand over dogs on a lead and cats in a soft fabric carrier.

If nobody is at the agreed place at the agreed time and we cannot reach you, we wait for a reasonable time. After that we may continue the route and place your pet in a boarding kennel or cattery until it can be delivered. You pay the boarding cost and the cost of the extra delivery.

8. The journey

Care. We look after your pet with reasonable care and skill and in line with the animal welfare rules for transport. Your pet has water at all times, is fed to its routine and gets regular stops. Dogs are walked on a lead. Pets are not left unattended overnight.

Route and timing. We choose the route, the crossing and the stops. We may change them during the journey for the welfare of the animals, for safety or because of traffic, weather or border checks.

If your pet needs a vet. If your pet becomes ill or is injured, we contact you straight away. If we cannot reach you, or if it is urgent, you authorise us to take your pet to a vet and to agree to the treatment the vet advises. You pay the vet’s fees, unless the illness or injury was caused by our failure to take reasonable care.

If your pet is refused at a border. If an authority refuses your pet because of its documents, its microchip or its health, you pay the costs that follow, for example boarding, a new examination or the journey back. We help you arrange what is needed.

Boarding during the journey. If your pet has to be boarded for a reason outside our control, or because of something you did or did not do, you pay the boarding cost. If it is needed because of something we did wrong, we pay.

Partners. We may use trusted partners for part of the service, for example a boarding kennel, a vet or a hotel. We tell you beforehand if another transporter will carry your pet for part of the journey. We stay responsible to you for every service that is part of your booking.

9. If you change or cancel

Moving to another date.

Shared run: tell us at least 4 days before departure and we move your booking to another run with space at no charge. The new run must leave within 12 months of the original one.
Designated trip or private transfer: tell us at least 14 days before departure and we move the date at no charge. If you tell us later, you pay the costs we have already committed and cannot recover, for example the crossing and hotels.

Cancelling. Cancel by email or WhatsApp. The date we receive your message counts. These charges apply:

More than 14 days before departure: 25% of the price.
14 to 8 days before departure: 50% of the price.
7 days or less before departure, or if your pet is not ready at collection: 100% of the price.

These charges reflect the costs we have committed for your booking and the place we can no longer offer to someone else. If we fill your place on the same trip, we refund what you paid less £100 for our administration. We refund any amount we owe you within 14 days.

No 14-day cooling-off period. Your booking is for transport on a specific date. The legal right to cancel some online purchases within 14 days does not apply to it. The terms in this section apply instead.

10. If we change or cancel

Sometimes we have to change the date of a trip or cancel it. Reasons include the safety and welfare of the animals, severe weather, a cancelled crossing, a border closure, a strike, a vehicle breakdown, illness in our team or a shared run that does not have enough bookings to go ahead. We tell you as soon as we know.

If we cancel your trip, or move it by more than 48 hours, you choose one of these:

we move your pet to the next trip with space at no extra charge;
we refund everything you paid for the journey we did not carry out.

We may also cancel your booking if you do not pay on time, if the information you gave us was wrong in a way that matters or if your pet is not fit to travel. In those cases section 9 applies as if you had cancelled.

11. Travelling with your pet on a private transfer

Only the passengers named in your booking travel with us. Children travel with an adult who is responsible for them.
Each passenger needs their own valid passport and anything else the countries on the route require to let them in.
Passengers wear a seat belt, follow the driver’s safety instructions and do not smoke or vape in the vehicle.
Tell us before you book how much luggage you bring. We may refuse luggage that does not fit safely.
We may refuse to carry a passenger who is abusive, under the influence of alcohol or drugs or a risk to the safety of people or animals on board.
We recommend that every passenger has travel insurance.

12. What we are responsible for

We carry out the service with reasonable care and skill.

What we never limit. Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence, for fraud or for any right you have as a consumer that the law does not allow us to limit.

Your pet. If your pet is injured, becomes ill, escapes or dies because we did not take reasonable care, we are responsible for the loss you suffer that was a foreseeable result. That includes reasonable vet fees. Our responsibility is limited to £3,000 for each pet and is never less than the price you paid.

What we are not responsible for.

Illness, injury or death that results from a condition your pet already had, its age or its breed, where we took reasonable care.
Loss caused by wrong or missing information or documents.
Delay or loss caused by events outside our control (section 13).
Toys, bedding and other items you send with your pet. Please do not send anything valuable.
Business losses. We provide this service for private use.

Insurance. We are insured for our work. Our insurance does not replace your own. If you want cover for vet fees or for the full value of your pet, arrange pet travel insurance yourself.

13. Events outside our control

We are not responsible for a delay or for not doing something under these terms when the cause is outside our reasonable control. Examples are severe weather, a cancelled or delayed crossing, a road or border closure, a strike, an outbreak of animal disease or an instruction from an authority. We tell you as soon as we can and we look after your pet in the meantime. If the trip cannot go ahead, section 10 applies.

14. Photos and your personal information

Our Privacy Policy explains how we use your personal information. During the journey we take photos and videos of your pet to keep you updated. We only publish them on our website or social media with your permission.

15. If something is wrong

Tell us straight away, during the journey by phone or WhatsApp, so that we can put it right. Check your pet when it arrives. If you are worried about its health, contact us as soon as you can, ideally within 48 hours, and send us your vet’s report if you have one. This helps us look into it. It does not affect your legal rights.

To make a complaint, email info@prontopets.com. A director will reply within 7 days. If we cannot settle it between us, we can agree to use an accredited alternative dispute resolution provider. You can also go to court.

16. Other important terms

You may not transfer your booking to someone else without our agreement. We may transfer our rights and duties to another company, but only if that does not affect your rights.
Nobody other than you and us has rights under this contract.
If a court finds part of these terms invalid, the rest still applies.
If we do not insist straight away that you do something these terms require, we can still ask you to do it later.
We may update these terms. The version that applied when we confirmed your booking stays the one that applies to that booking.

17. Which law applies

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring it in the courts there. If you live in a country of the European Union, you keep the protection of the mandatory consumer law of that country and you can also bring a claim in the courts there.