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Terms and conditions


Specialists in pet travel into and out of the UK.
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Terms and Conditions

This transaction is between you “the customer “ and us “TAILWINGS PET TRAVEL LTD” The customer must ensure that their contact details are correct and current at all times. TAILWINGS PET TRAVEL LTD will not be held responsible for failure to contact customers when changes have been made and have not been notified to us. Therefore any email/tel/mobile amendments must be passed to us immediately. 

Customers must ensure prompt responses to any contact from TAILWINGS PET TRAVEL LTD. We realise that time differences may sometimes hinder this so please respond as soon as you can in these instances. 

Payment must be made in full prior to pet/s flight departure unless otherwise agreed prior to this. 

Identification of owner will be required before release of pet/s. 

If picking pet/s up on behalf of the customer then a written authorization must be produced from the customer, this will be in addition to agreed permission beforehand. 

Air waybill ref and amount will be given to the customer in order for them to pay securely via our website. Air waybill must be used as the reference. 

The contract between the customer and TAILWINGS PET TRAVEL LTD is purely to process UK customs clearance procedures. All other liabilities are with the airline, pet carrier and HARC (Heathrow animal reception centre) It is acknowledged that at no time are the pets held in the physical care of TAILWINGS PET TRAVEL LTD.

All transactions are in GBP to the full amount. 

Refund Policy

Payments for our services are prior to flight departure however we operate a refund policy as follows: 
Cancellation of booking by payee or Airline.  

This will be subject to any airline cancellation fees ( if applicable ) and any reasonable administration and operational costs incurred by ourselves.

In instances of the above, refunds will be given back to the original account payee via the credit or debit card used for the original purchase less all incurred transaction fees. Please allow 14 days for the refund to reach your account. 

Every online transaction made on this website is powered by sage pay.

TailWings Pet Travel is a trading name of JALSA (UK) LTD. All Rights Reserved.