Terms of service

Who we are

PetRoutePlanner is operated by Tadas Bute, a sole trader trading as PetRoutePlanner. Our business can be contacted by email at support@petrouteplanner.com. The Privacy policy gives the address for data-protection requests.

The service

We provide personalised pet-travel planning information for the route, traveller and pet details submitted with an order. A plan includes an ordered checklist, timing windows, veterinary preparation points, document requirements, transport considerations, official source references and matters to verify directly before travel.

The plan is practical travel-planning guidance only. It is not legal advice, veterinary or animal-health advice, a carrier booking, a live fare or availability quotation, official approval, or a guarantee that an authority, border official, veterinarian or carrier will accept a pet for travel. You must obtain professional veterinary advice where vaccination, treatment, animal health or welfare requirements are uncertain. You must also check current requirements with the relevant authority, veterinarian and operating carrier before paying third parties, booking or travelling.

Plans are prepared using official and reputable sources available at the time of review. Government, veterinary, carrier, ferry, airline, border and other third-party requirements may change without notice. The plan identifies source links and review dates where reasonably practicable. It applies only to the journey, route, dates, traveller and pet information recorded with the order and should not be reused for another journey, animal or traveller.

Supported requests

Each order covers one pet type and no more than five individual pets of that type. Dogs and cats are the public pet types currently supported. A different pet type requires a separate request and payment. We ask whether any other dogs, cats or ferrets are travelling in the same movement so that we can record the combined group size, including pets covered by a linked request. Pet sales, breeding and other commercial animal movements are not accepted. Transfers, rehoming, unusual or unclear circumstances and requests outside a published automated template require human review.

You must provide complete, accurate and up-to-date information. This includes your name and email address, residence, journey purpose, countries and cities, dates, applicable border-entry dates or times, planned travel mode, pet type and count, whether any additional dogs, cats or ferrets are travelling, each pet's name, date of birth, breed and weight, applicable recent-country travel history, and any preferences or notes you choose to submit. Tell us promptly if anything changes. A plan based on incomplete, inaccurate or outdated information may be incomplete or unsuitable, and we are not responsible for loss caused by information you fail to provide or update.

Human review is used to improve the practical quality of a plan and address unusual or unclear issues. It does not turn the service into legal advice, veterinary advice or official approval.

Ordering and payment

The standard list price is £20 for a one-way plan and £30 for a return plan covering both directions. The product, final total, route scope, delivery promise, consents and versions of the policies you accept are shown before payment and recorded with the order. Payment is handled by Stripe. A contract is formed when Stripe confirms payment. We then send the order confirmation and a copy of the accepted contract record by email.

A valid Stripe promotion code may reduce the amount charged. Eligibility, expiry and redemption limits are controlled by the promotion shown at Stripe Checkout. Promotion codes have no cash value and cannot be applied after payment.

Delivery

An eligible automated plan is normally supplied immediately after payment. A human-prepared plan is normally supplied within 24 hours, or within seven calendar days while the away-mode delivery promise is displayed before payment. The delivery promise shown before payment forms part of your order record. Delivery is made through the private customer portal and by email. You are responsible for entering a working email address and checking junk or spam folders.

Contact support@petrouteplanner.com if the plan has not arrived by the promised deadline. A delay does not remove your statutory rights.

Immediate service and cancellation rights

Before payment you may edit or discard an unpaid preview without charge. No order is placed until Stripe confirms payment.

At checkout, you expressly ask us to begin the personalised service immediately after payment. You also consent, where applicable, to digital plan content being supplied immediately and acknowledge that your cancellation rights may be affected once work or digital supply begins.

If you wish to cancel after payment, contact support@petrouteplanner.com promptly with your order reference and a clear statement that you want to cancel. Where a statutory cancellation period applies, beginning the service at your request may affect the amount refundable, and the cancellation right may end once the service has been fully performed. A cancellation right for digital content may end once supply begins after the required express consent and acknowledgement. If we accept a cancellation through our current cancellation process, we issue a full refund to the original payment method.

The Cancellation and refund policy explains how to contact us, report a problem and use the model cancellation form. Nothing in these terms removes or limits a right that cannot lawfully be excluded.

When we may decline or cancel a request

We may decline or cancel a route-planning request where we reasonably believe that:

• the request concerns the sale, breeding or another commercial movement of an animal, which is outside the service we offer;
• information supplied is materially false, incomplete or inconsistent, or the customer cannot demonstrate lawful ownership or authority to arrange the journey;
• the proposed journey may be unlawful, unsafe, contrary to animal welfare or outside the scope of our service;
• an authority, carrier, route restriction or circumstance outside our reasonable control means we cannot provide the service safely or lawfully; or
• the customer acts fraudulently or abusively, or seriously breaches these terms.

We will explain the reason promptly. If we cancel a paid request, we will stop work and issue a full refund to the original payment method. The customer's bank, card provider or Stripe controls when the refund appears.

Intellectual property and permitted use

We retain intellectual-property rights in the site, templates, presentation and original written material. Once paid for, your plan may be used and copied for the journey covered by the order and shared with people directly helping with that journey. It must not be resold, republished as a competing service or used to build a commercial database without written permission.

Responsibility and liability

We will provide the service with reasonable care and skill. Subject to the paragraph below, we are not responsible for loss caused by inaccurate, incomplete or outdated information supplied by you, your failure to act on the plan or make final checks, changes in official or third-party rules after our stated review, carrier or authority decisions, veterinary decisions, transport disruption, quarantine requirements, additional veterinary costs, missed travel, or another third-party refusal or change where we used reasonable care and skill.

We are responsible only for foreseeable loss caused by our breach of these terms or failure to use reasonable care and skill. We do not accept responsibility for indirect or consequential losses, business losses, loss of profit, loss of opportunity, or costs arising from decisions made by third parties, except where the law does not permit us to exclude or limit that responsibility.

We do not exclude or limit liability where doing so would be unlawful, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence. These terms do not affect your statutory consumer rights.

Complaints and corrections

Contact support@petrouteplanner.com with your order reference and the outcome you want. We aim to acknowledge a complaint within two business days and provide a substantive response within five business days.

If you believe a plan contains an error, contact us promptly with your order reference and details of the issue. We may correct an error or explain why no correction is required. Unless the product description expressly says otherwise or we agree otherwise in writing, the purchase does not include unlimited monitoring, repeated updates or ongoing travel alerts after the plan has been supplied.

Changes and governing law

The version accepted at checkout governs that purchase. We may update the public terms for future purchases. These terms are governed by the law of England and Wales. If you are a consumer living elsewhere, you may also have mandatory rights under the law that applies where you live.