1. Who we are
FlyMyPet.com (“FlyMyPet”, “we”) arranges international and domestic pet transport as a booking and logistics service. Contact: flights@flymypet.com.
2. Quotes & pricing
Quotes are generated live from airline cargo rates and partner tariffs, and are all-inclusive of the items listed on your order summary. A quote is valid at the moment of booking; airline rates can change until your deposit is received. Prices are quoted in your selected display currency; the currency and exchange rate applied are shown on your invoice.
3. Booking & deposit
A booking is confirmed when the 20% deposit is paid. Paying the deposit opens your relocation file: document checks, permit applications, vet scheduling and airline reservation.
4. Balance & payment schedule
The remaining balance is due no later than 15 working days before the flight for international moves, and 7 working days before the flight for domestic moves. Bookings made inside these windows are payable in full at the time of booking. Exact due dates are shown at checkout, on your invoice and in your client zone. If the balance is unpaid by the due date we may postpone the flight; costs arising from postponement are for the client’s account.
5. Changes by you
Date or route changes requested before airline confirmation are made free of charge where possible; after airline confirmation, airline change fees and any fare/tariff difference apply. All changes are subject to airline capacity, embargoes and permit validity.
6. Cancellations & refunds
If you cancel after paying the deposit, amounts already committed to third parties (airline reservations, permits, vet work, crates ordered) are non-refundable; the uncommitted portion of the deposit is refunded. If you purchased the Cancellation Waiver, you may cancel or change free of charge up to 7 days before the flight and receive a full refund less the waiver fee. Refunds are made to the original payment method in the original payment currency.
7. Changes beyond our control
Airlines may change schedules, aircraft, routes or impose animal embargoes (including temperature embargoes) at any time. Where this happens we rebook the earliest safe alternative at no service fee; fare or tariff differences imposed by the airline are passed through at cost. FlyMyPet is not liable for consequential costs of airline schedule changes, customs delays or force majeure events.
8. Your responsibilities
You must provide accurate pet details (breed, weight, age), complete vaccination records within required validity windows, and truthful documentation. Fees, fines, quarantine or return shipment costs arising from inaccurate information or missed vet deadlines are for the client’s account. Pets must be fit to fly; airlines and our team may refuse an animal that appears unfit, and a vet certificate may be required.
9. Pet welfare & crates
Pets travel in IATA-compliant crates in pressurised, temperature-controlled aircraft holds. Crates must allow the pet to stand, turn and lie naturally; we size crates from the breed and measurements you provide. Snub-nosed (brachycephalic) breeds carry elevated risk and travel subject to airline acceptance and seasonal restrictions.
10. Customs, permits & quarantine
Import permits, customs duties, taxes, state veterinary fees and quarantine charges are set by authorities and airlines. Where included in your quote they are itemised; where levied directly by an authority they are payable by the client. Entry refusal due to non-compliant documents supplied by the client is the client’s responsibility.
11. Liability
Live animal carriage is undertaken by the airline under its conditions of carriage and applicable conventions; the airline’s liability limits apply to the flight itself. FlyMyPet’s aggregate liability for our services is limited to the fees paid to us for the affected booking. Nothing in these terms limits liability that cannot be limited by law.
12. Payments & card storage
Payments are processed by Stripe. Card details never touch our servers. If you choose to save your card at checkout it is stored by Stripe for your future payments on this booking and can be removed on request.
13. Privacy
We process your data to deliver the relocation: sharing with airlines, agents, vets and authorities as required for your booking. We do not sell personal data.
14. General
These terms are governed by the laws of the Republic of South Africa. If any clause is unenforceable the remainder stands. We may update these terms; the version at the time of your booking applies to it.
Questions about these terms? Email flights@flymypet.com.