Welcome to Pearl Lemon Pet Transport (“we,” “our,” “us”). These Terms and Conditions (“Terms”) govern your use of our website and services. By engaging with us or using our services, you agree to comply with and be bound by these Terms. Please read them carefully before proceeding.

If you do not agree to these Terms, you should not use our website or services.

1. Who We Are

Pearl Lemon Pet Transport is a division of the Pearl Lemon Group, headquartered in London, UK. We specialise in international pet relocation services from the UK and Europe to the United States.

Our company operates in compliance with UK, EU, and US regulations, including IATA Live Animal Regulations, UK/EU export laws, and US CDC and APHIS requirements.

2. Definitions

• Client: The individual or entity using our services.
  
  
• Pet(s): The animal(s) being relocated under the agreement.
  
  
• Services: The pet relocation services provided by Pearl Lemon Pet Transport.
  
  
• Agreement: The service contract between Pearl Lemon Pet Transport and the client, incorporating these Terms.
  
  

3. Scope of Services

Our services may include:

• Consultation and relocation planning.
  
  
• Preparation of veterinary documentation.
  
  
• Coordination of export certificates and US import approvals.
  
  
• Booking of IATA-compliant flights.
  
  
• Provision of travel crates.
  
  
• Customs clearance assistance.
  
  
• Door-to-door collection and delivery (where selected).
  
  
• Optional premium services such as VIP concierge handling or luxury boarding.
  
  

We do not provide:

• Domestic relocations (services are international only).
  
  
• Veterinary care beyond required health checks and certificates.
  
  
• Transport for prohibited animals (including certain bird species and restricted exotics).
  
  

4. Client Responsibilities

As a client, you are responsible for:

• Providing accurate information about your pet(s), including health, breed, and vaccination history.
  
  
• Ensuring pets are fit to travel, confirmed by a licensed veterinarian.
  
  
• Supplying all necessary documents requested by our team in a timely manner.
  
  
• Following veterinary and airline requirements for vaccinations, microchipping, and health certificates.
  
  
• Complying with import restrictions in the United States.
  
  
• Arranging travel insurance for your pet (if desired).
  
  

Failure to provide accurate or complete information may result in delays, refusal of service, or additional costs.

5. Service Fees and Payments

• Fees are agreed upon before services commence.
  
  
• All payments must be made in accordance with the invoice terms.
  
  
• We accept payment by bank transfer, credit/debit card, or other approved methods.
  
  
• A deposit may be required to confirm bookings, with the balance due before relocation.
  
  
• Fees do not include additional costs such as customs duties, government charges, or emergency veterinary care unless otherwise stated.
  
  

6. Cancellations and Refunds

• Cancellations made by the client must be submitted in writing.
  
  
• Deposits are non-refundable unless otherwise agreed.
  
  
• Refunds (where applicable) will be calculated based on work already carried out and expenses incurred.
  
  
• If relocation is cancelled due to inaccurate client information or failure to provide required documents, no refund will be issued.
  
  
• If cancellation is due to factors beyond our control (e.g., airline cancellations, government restrictions), we will work to reschedule, but refunds are not guaranteed.
  
  

7. Health and Welfare of Pets

• All pets must be certified as fit to travel by a licensed veterinarian.
  
  
• We will not transport pets that are ill, aggressive, or prohibited under airline or government regulations.
  
  
• We take reasonable measures to ensure pets travel safely, including use of IATA-compliant crates and trusted airline partners.
  
  
• Pearl Lemon Pet Transport is not responsible for stress, anxiety, illness, or injury that may occur during transit due to circumstances beyond our control.
  
  

8. Airline and Customs Requirements

• Pets are transported under the control of third-party airlines and customs authorities.
  
  
• While we coordinate and assist, final approval rests with these agencies.
  
  
• Delays, additional inspections, or refusal of entry by customs are outside our control.
  
  
• Clients are responsible for understanding breed restrictions, import bans, or quarantine requirements in the USA.
  
  

9. Premium Services

Clients may choose additional services such as:

• VIP concierge handling.
  
  
• Luxury pre-flight boarding.
  
  
• Additional updates and monitoring.
  
  

These services are optional and subject to separate fees.

10. Liability

• Pearl Lemon Pet Transport acts as an agent between clients and third-party service providers (airlines, customs, veterinarians, transport companies).
  
  
• We are not liable for delays, cancellations, or damages caused by third parties or events beyond our reasonable control (including weather, airline strikes, government actions).
  
  
• Our liability is limited to the value of the service fee paid by the client.
  
  
• We are not liable for indirect, incidental, or consequential damages.
  
  
• Clients are encouraged to obtain pet insurance to cover medical or travel risks.
  
  

11. Insurance

• Pearl Lemon Pet Transport does not automatically provide insurance for pets during transit.
  
  
• Clients are advised to arrange suitable travel insurance for their animals.
  
  
• If requested, we may recommend third-party insurance providers, but we are not responsible for their services.
  
  

12. Communication and Updates

• We provide updates at key stages of the relocation process.
  
  
• Communication is made via email, phone, or other agreed channels.
  
  
• Clients must provide accurate contact details and remain reachable during the relocation.
  
  

13. Force Majeure

We are not responsible for failure to perform services due to events outside our reasonable control, including but not limited to:

• Airline strikes or cancellations.
  
  
• Natural disasters or extreme weather.
  
  
• Government restrictions or border closures.
  
  
• War, terrorism, or civil unrest.
  
  
• Veterinary or customs refusal of entry.
  
  

14. Intellectual Property

• All content on our website, including text, graphics, logos, and materials, is owned by Pearl Lemon Pet Transport or its licensors.
  
  
• You may not copy, reproduce, or distribute any content without prior written consent.
  
  

15. Use of Website

When using our website, you agree not to:

• Engage in unauthorised access, hacking, or misuse.
  
  
• Use the website for unlawful purposes.
  
  
• Copy or distribute content without permission.
  
  
• Submit false or misleading information.
  
  

16. Data Protection and Privacy

We process personal information in accordance with our Privacy Policy, which forms part of these Terms. Please review it to understand how we handle your data.

17. Complaints and Disputes

If you have a complaint, please contact us at [Insert Contact Email]. We will aim to resolve complaints promptly.

If disputes cannot be resolved directly, they may be referred to mediation or arbitration in the UK.

18. Termination of Services

We may suspend or terminate services if:

• The client provides false or misleading information.
  
  
• Payments are not made as agreed.
  
  
• Pets are found to be unfit or unsafe to travel.
  
  
• The client breaches these Terms.
  
  

Termination does not relieve the client of payment obligations for work already completed.

19. Amendments to Terms

We may update these Terms from time to time. Any changes will be posted on our website with the updated date. Continued use of our services after changes indicates acceptance.

20. Governing Law

These Terms are governed by and interpreted under the laws of England and Wales. Clients agree that disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Entire Agreement

These Terms, along with any service agreement and our Privacy Policy, form the entire agreement between Pearl Lemon Pet Transport and the client.

22. Contact Information

For any questions about these Terms, please contact us:

Phone: Uk:442071833436
Phone: UK: +447454539583
Phone: US: +16502784421
Email: info@pearllemongroup.com

Address: Pearl Lemon Ltd. Kemp House, 152 – 160 City Road London, EC1V 2NX United Kingdom