Terms and Conditions
JALSA UK LTD (Company No. 04860861)
Trading as Tailwings Pet Travel
Registered Office: 41 Park Road, Hounslow, Middlesex, TW3 2HG
Last updated: February 2026
1. Definitions
1.1 “Company”, “we”, “us” means JALSA UK LTD trading as Tailwings Pet Travel.
1.2 “Client”, “you” means the individual or entity engaging the Services.
1.3 “Services” means consultancy, coordination, freight forwarding and administrative services relating to pet travel and relocation.
1.4 “Third-Party Providers” includes airlines, air carriers, ground handling agents, transport providers, customs authorities, veterinary practices, boarding facilities, boarding providers, government departments and other entities involved in relocation or transport.
2. Basis of Agreement
2.1 These Terms apply to all Services unless otherwise agreed in writing.
2.2 Engagement of the Company constitutes acceptance of these Terms.
2.3 Payment of a deposit confirms acceptance of these Terms.
3. Status and Role of the Company
3.1 The Company acts as an agent and freight forwarder on behalf of the Client in arranging pet transportation and related services.
3.2 The Company is not an airline, air carrier, ground handling agent, customs authority, veterinary provider, or regulatory body.
3.3 All air carriage, airport handling, boarding, customs clearance and regulatory services are provided by independent Third-Party Providers under their own terms and conditions.
3.4 The Company does not operate aircraft, airport facilities, animal holding areas or transport vehicles (except where expressly agreed in writing).
3.5 The Company’s responsibility is limited to arranging and coordinating services with reasonable care and skill.
3.6 In order to provide the Services, the Company will share necessary personal data with relevant Third-Party Providers, airlines, authorities and service partners in accordance with the Company’s Privacy Policy.
4. Scope of Services
4.1 Services may include advisory support, documentation coordination, flight booking, airport delivery, and liaison with airlines and authorities.
4.2 The Company does not guarantee regulatory approval, travel dates, airline availability, routing, or acceptance for carriage.
5. Client Responsibilities and Documentation Disclaimer
5.1 The Client must provide accurate, complete and timely information.
5.2 The Client is responsible for ensuring vaccination, microchip, health certification and regulatory compliance requirements are met.
5.3 The Company relies entirely on documentation supplied by the Client and/or their veterinary providers.
5.4 The Company does not independently verify the authenticity, validity or completeness of documents.
5.5 The Client must review all submissions prior to filing or travel.
5.6 The Company shall not be liable for losses arising from inaccurate, incomplete or fraudulent documentation, even where assistance has been provided.
6. Fees and Payment
6.1 Fees will be confirmed in writing prior to commencement.
6.2 A deposit may be required before work commences. All deposits are non-refundable.
6.3 Payments may be made via Blink Payment or bank transfer to the Company’s nominated account.
6.4 The Company does not store or process card details.
6.5 Bank transfers must be made in cleared funds before Services commence.
6.6 Fees (excluding deposit) may become non-refundable once work has commenced or third-party costs have been incurred.
6.7 The Company reserves the right to charge interest on overdue sums at a rate of 4% above the Bank of England base rate, accruing daily from the due date until payment is received in full, together with reasonable recovery costs.
6A. Third-Party Payments and Authority
6A.1 Where any individual, company, relocation agent, employer, family member or other entity (“Third-Party Payor”) makes payment to the Company on behalf of the Client, such payment shall not create any partnership, joint venture, agency, fiduciary, trust or contractual relationship between the Company and the Third-Party Payor.
6A.2 The Client’s obligations under these Terms remain primary, absolute and unconditional. The Client and any Third-Party Payor shall be jointly and severally liable for all sums due to the Company unless expressly agreed otherwise in writing by the Company.
6A.3 The Company shall be entitled to accept instructions solely from the Client and shall have no duty to verify authority, obtain consent, provide reports, or account to any Third-Party Payor.
6A.4 Payment by a Third-Party Payor shall not make the Services conditional upon reimbursement arrangements between the Client and that Third-Party Payor. Any dispute between them shall not affect the Client’s obligation to pay the Company in full and on time.
6A.5 Any refund, credit or repayment shall be made strictly at the Company’s discretion to the original source of cleared funds unless otherwise agreed in writing.
6A.6 The Company shall not be liable for any dispute between the Client and a Third-Party Payor, including disputes relating to reimbursement, authority, allocation of costs or separate contractual arrangements.
6A.7 The Company reserves the right to suspend Services, withhold documentation or decline further performance if payment arrangements involving a Third-Party Payor create uncertainty, delay or dispute.
6A.8 The Company reserves the right to pursue recovery of any unpaid sums directly from the Client, any Third-Party Payor, or both, together with reasonable recovery costs and interest where applicable.
7. Cancellations
7.1 If the Client cancels after work has commenced, fees for work completed remain payable.
7.2 Refunds of third-party charges are subject strictly to the relevant Third-Party Provider’s terms and conditions.
8. Third-Party Services
8.1 All airline carriage, airport handling, customs processing and related services are performed by independent Third-Party Providers.
8.2 The Company shall not be liable for any act, omission, delay, cancellation, refusal of carriage, regulatory refusal, injury, illness or death arising from the services, actions or decisions of Third-Party Providers.
8.3 All transport services are subject to the conditions of carriage and operational procedures of the relevant airline or carrier.
9. Regulatory Changes
9.1 Regulations and import/export requirements may change without notice.
9.2 The Company shall not be liable for additional costs, delays or losses arising from regulatory or governmental changes.
9.3 International pet travel may require the transfer of personal data outside the United Kingdom. Such transfers are carried out in accordance with the Company’s Privacy Policy and applicable data protection laws.
10. Responsibility for the Animal
10.1 The Client remains legally responsible for their animal at all times.
10.2 The Company does not assume ownership of the animal.
10.3 Welfare, health and regulatory compliance obligations remain with the Client.
10.4 The Company shall not be liable for injury, illness, quarantine, seizure or regulatory action arising from third-party or governmental decisions.
10.5 Transfer of Custody
Where the Company delivers an animal to an airline or its appointed ground handling agent, responsibility and risk transfer immediately upon formal acceptance of the animal by that airline or handling agent.
From the moment of such acceptance, all supervision, care, pre-flight holding, loading, transport, unloading and related procedures are carried out under the control of the airline or its agents and subject to their terms and conditions.
The Company shall not be liable for any act, omission, delay, injury, illness or death occurring after the animal has been accepted into the custody of the airline or its appointed agents.
10.6 Insurance
10.6.1 The Company does not provide insurance for the animal unless expressly agreed in writing.
10.6.2 The Client is strongly advised to obtain appropriate transit, mortality and veterinary insurance to cover potential risks during transportation and relocation.
10.6.3 The Company shall not be liable for uninsured losses where the Client has chosen not to obtain such insurance.
11. Force Majeure
11.1 The Company is not liable for failure or delay due to events beyond its reasonable control including but not limited to natural disasters, airline failures, embargoes, weather events, industrial action or government action.
12. Limitation of Liability
12.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.
12.2 Subject to clause 12.1, the Company’s total liability arising out of or in connection with the Services shall be limited to the total fees paid by the Client.
12.3 The Company shall not be liable for indirect or consequential loss, loss of profit, loss of opportunity, emotional distress, or third-party losses.
12.4 The Company shall have no liability whatsoever for the value of the animal, replacement costs, breeding value, show value, sentimental value or any other special value attributed to the animal.
13. Indemnity
13.1 The Client agrees to indemnify and hold harmless the Company against losses, claims, liabilities or expenses arising from inaccurate information, breach of these Terms, or failure to comply with regulatory requirements.
14. Complaints
14.1 Complaints must be submitted in writing within 14 days of the event giving rise to the complaint.
14.2 The Company will respond within a reasonable timeframe.
15. Governing Law
15.1 These Terms are governed by the laws of England and Wales.
15.2 The courts of England and Wales have exclusive jurisdiction.
16. General
16.1 If any provision is found invalid or unenforceable, the remainder shall remain in force.
16.2 These Terms constitute the entire agreement between the parties.
16.3 Variations must be agreed in writing and signed by an authorised representative of the Company.
16.4 The Company’s website uses cookies as described in its Cookie Policy, which should be read alongside these Terms.