Pet Taxi UK aims to make our customers experience as easy and as straight forward as possible. To this end we do not subscribe to onerous Terms & Conditions or legal jargon.
Our Main Terms & Conditions of Business are, we believe, very simple – but if you do need a definitive answer we are happy to discuss via Private Communications such as Email / Social Media Messaging.
MAIN TERMS & CONDITIONS OF BUSINESS:
DEFRA UPDATE ON COLLECTION AND DELIVERY ARRANGEMENTS:
DEFRA has updated it’s guidance to animal transporters (May 2026) which now prevents ANY OF US from meeting customers at SERVICE STATIONS / CAR PARKS etc to transfer animals to their custody for onwards travel.
We are legally responsible as your courier, for the animals in our charge from the place of departure (Sellers residential address) to the place of destination (the Buyers residential address).
It is now a CRIMINAL OFFENCE to transfer live animals at NON-REGISTERED LOCATIONS such as SERVICE STATIONS / CAR PARKS where the new owners will then travel that animal onwards. Pet Taxi UK cannot accept any changes to collection or delivery locations once the run is LIVE.
BOOKINGS:
Customers are required to complete our WEB ENQUIRY FORM on this web site providing all required details OR by providing all the information we need via via social media messaging / email channels. Based the information provided, Pet Taxi UK will then check run availability and issue a written quotation to the customer.
All written quotations, unless otherwise stated at the time of issue are valid for 24 hours only AND are NOT GUARANTEED to remain available within this period as run routes can change direction or become fully booked at any time.
We also accept enquiries via email and private messaging on Facebook but this will take longer to get your booking in place. We DO NOT provide quotes over the phone or via text messaging!
To SECURE a place on a run customers must pay their NON-REFUNDABLE BOOKING FEE at the time of enquiry, under NO OTHER CIRCUMSTANCES will Pet Taxi UK guarantee any slot on any run we offer.
BOOKING FEES are non-refundable or transferable to any other job or person / organisation.
PAYMENTS:
Run booking fees can be paid via DIRECT BANK TRANSFER ONLY, details of which are provided as part of our quotation process. Run balance payments are due by the date given at time of booking. If the balance is not paid, you risk losing your space on the route provided as the full payment is due in full in advance.
PLEASE NOTE – WE CANNOT ACCEPT BOOKING FEES / BALANCE PAYMENTS VIA CASH IN POST OR VIA CHEQUE PAYMENT!
REFUNDS:
Refunds (Full or Partial) can only be issued if PET TAXI UK cannot complete the job(s) you have booked with us and paid the NON-REFUNDABLE BOOKING FEE for. At the discretion of PET TAXI UK Management, balances that have been paid in full may be transferred to a FUTURE JOB BOOKING for the ORIGINAL CUSTOMER ONLY.
NON-REFUNDABLE BOOKING FEE ( as stated above) are not refundable or transferable to future bookings or another person.
SEE SECTION: Cancellations (below).
CANCELLATIONS:
If you wish to cancel a job you have booked in please contact Pet Taxi UK immediately to help us to sort out any issues that may occur and please be aware that your NON-REFUNDABLE BOOKING FEE will be lost!
WHAT WE PROVIDE:
As part of our service we will provide the following:
We provide a FREE LOAN EQUIPMENT SERVICE to our customers for ANIMAL WELFARE PURPOSES. We, as a Company, must ensure the animals welfare when it is traveling with us.
Because of this PET TAXI UK will only allow our own containers to be used on MULTI CUSTOMER ROUTES in transit and we will not allow OVERLOADING of carriers! This is to prevent cross contamination and infection spread.
On EXCLUSIVE ROUTES we allow customers to provide their own carriers because there is no risk of cross contamination and infection spread.
We provide the following:
- The Carrier
- Shavings
- Hay or Straw
- Water Bottle
- Hammock / Cosy / (if required)
- Heat Pads (if required)
- Spring Clip for water bottle
- Feed / Water Bowls (if required)
- Chinchilla Wire Transport Show Cage
The carriers are and remain the property of the company, as are the water bottle and spring clips plus other hardware we use to execute our services to you. The aim is to keep your pet safe, warm / cool and dry during it’s time with us.
We will also feed and water your pet according to your instructions if they are on a NEXT DAY or LONGER journey. We travel your pet a maximum of 12 hours as required by Law and they are then rested for at least SIX HOURS before onward travel.
With SMALL MAMMALS we recommend feeding HAY ONLY if traveling on a NEXT DAY DELIVERY BASIS as this helps prevent “Bloat or Gut Stasis”.
WHAT YOU PROVIDE:
AS A SELLER:
- TO ATTEND AGREED COLLECTION PLACE, DATE & TIME SLOT.
- A HEALTHY ANIMAL ON COLLECTION.
- NOTIFICATION IF ANYTHING CHANGES AT ANY TIME AFFECTING THE COLLECTION.
AS A BUYER:
- FULL Details as per our ENQUIRY FORM (or other methods)
- NON-REFUNDABLE BOOKING FEE as QUOTED
- BALANCE as QUOTED
- Any other information we may reasonably ask you to provide
- TO ATTEND AGREED DELIVERY PLACE, DATE & TIME SLOT.
Many of the issues we experience in collecting animals come from the Seller trying to change what has been agreed, usually on the day of collection. Such changes are often IMPOSSIBLE to accommodate and we end up either having a job cancelled or having to re-book the job on a later date. This helps no-one.
As a SELLER if you accept written notification from Pet Taxi UK of a date and time for collection of an animal and things CHANGE unexpectedly, please contact us immediately.
We fully appreciate that things do change and as such we can offer different methods for you to keep the appointment made, even if you are not there youself.
These are known as BLIND COLLECTIONS whereby you can leave the animal for collection with a relative or friend who lives CLOSE BY your home address, we can even collect from your PLACE OF WORK if needs be as long as it is CLOSE to the ORIGINAL place of collection.
Whatever happens please do not hesitate to talk to us, we are here to help BOTH PARTIES not just the Buyer!
INSURANCE:
As with all genuine Companies, Pet Taxi UK has appropriate Insurances in place that are legally required by ALL business types.
Our cover includes:
- TRADE ALL RISKS
- PUBLIC LIABILITY
- INJURY TO ANIMALS
SECURITY – Our vehicle is TRACKED at all times. This system shows us where our vehicle is and what it is or has been doing.
We see some competitors putting up maps with customer addresses on them, dates and timings – this is WRONG and potentially a breech of the DATA PROTECTION ACT (as amended) 1998. Pet Taxi UK will NEVER do this, your details are PRIVATE and should not be broadcast in this way.
We use the tracking system to update you via email or social media or telephone as to when you can expect our driver to arrive at your location and that is all we will tell you, not where they are or which way they are traveling from, the last drop off or collection, we are sure you agree that such information is not needed anyway!
All we do is to ensure we can get your pet from A to B safely and in good health. Read our testimonials, you will soon realise we are doing the right thing at all times.
DATA PRIVACY & PROTECTION:
We take your data security very seriously and as such we have invested in making our systems and policies fully compliant with GDPR Regulations and we operate a raft of policies with respect to how we handle, process and store your data whether this is on our own or cloud based storage media’s. 
Privacy is your right, not an option!
In addition, Pet Taxi UK do not share, sell or barter your data with anyone and will only give access to the authorities as long as they have followed due legal process. Your privacy rights under the new and global standards are extensive, we are happy to provide any signposting you require on this subject.