We’re dedicated to providing a high-quality, stress-free service for you and your pet, therefore, to help everything run smoothly, we ask that you please review the following guidelines regarding payment and coordination:

Due to the nature of our business and the resources involved in scheduling and dispatching services, payment is required in full prior to service. Bookings will not be confirmed until payment has been received. We accept payments via cash, check, credit/debit card, bank transfer and online invoice.

It is the client’s responsibility to ensure that all necessary arrangements have been made in advance at both the pick-up and drop-off locations. This includes, but is not limited to:

• Providing access codes, keys, or clearance (if required)
• Ensuring that any third-party contacts (e.g., facility staff or caretakers) are informed and present
• Confirming that animals are ready for immediate transit
• Completing any necessary forms beforehand for pet intake at the facility
• Establishing a clear financial arrangement with the veterinary facility prior to arrival, including any required payment for services rendered at that location.

Our staff cannot be held responsible for negotiating or settling balances on behalf of the client at the veterinary facility. Failure to have a pre-arranged financial agreement may result in delays or refusal of service by the facility.

If our team arrives and is unable to proceed due to lack of coordination or incomplete pre-arrangements, a delay fee of $80 will be charged.

We understand that life happens and plans can change. If need be, cancellations must be made at least 24 business hours in advance for a full refund. Cancellations made with less than 24 business hours’ notice will incur a $100 cancellation fee. This policy helps us manage our schedule effectively and offer the best possible service to all our clients.

In the event our team arrives at the designated pick-up location and no one is present to hand off the animal—resulting in a cancellation of service—the full payment will be forfeited. This is due to the extensive planning, time, and care involved in preparing each individual transport to ensure the highest standard of service and animal safety.