Terms and Conditions

By accessing the Pearl Lemon Pets website, requesting a quote, or engaging our services, you agree to the following Terms and Conditions. These terms establish the expectations and obligations of both Pearl Lemon Pets (“we,” “our,” or “us”) and the client (“you” or “your”). Please read them carefully before using our services.

1. Definitions

Understanding the terms used in this agreement.

For the purposes of these Terms and Conditions:

• “Company,” “we,” “our,” or “us” refers to Pearl Lemon Pets, part of the Pearl Lemon Group, a service provider specializing in international pet relocation from the USA to Europe.

   

• “Client,” “you,” or “your” refers to any individual or entity that engages with our website, requests a quote, or uses our services.

   

• “Services” means all relocation, transport, logistical, and support services provided by Pearl Lemon Pets, including but not limited to airline booking, customs clearance, paperwork handling, veterinary compliance, and optional premium services.

2. Scope of Services

What we provide.

Pearl Lemon Pets provides international relocation services for pets traveling from the USA to Europe. Our services include:

• Arranging flights and transport for dogs, cats, and permitted exotic pets.

   

• Coordinating veterinary checks, vaccinations, and microchipping.

   

• Managing required paperwork, including USDA, EU, and airline compliance documentation.

   

• Handling customs clearance and veterinary inspections upon arrival.

   

• Offering optional services such as door-to-door delivery, VIP concierge handling, and pre-flight boarding.

   

We focus exclusively on USA-to-Europe relocations, which allows us to deliver accurate, compliant, and specialized support.

3. Client Responsibilities

What we require from you.

Clients play an active role in ensuring successful relocation. You are responsible for:

• Providing accurate information about your pet, including age, breed, health condition, and vaccination records.

   

• Supplying all required documents on time, including veterinary certificates, vaccination proof, and permits.

   

• Following preparation instructions provided by Pearl Lemon Pets, such as crate training, feeding guidelines, and timing for veterinary visits.

   

• Informing us of any special requirements, medical conditions, or behavioral concerns in advance.

   

• Ensuring compliance with your destination country’s specific entry requirements.

   

Failure to provide accurate or timely information may lead to delays, additional costs, or cancellation of services.

4. Service Limitations

What is not included in our services.

Pearl Lemon Pets is committed to providing safe and professional relocation services, but our responsibilities have clear limits. We do not:

• Provide transport for birds or animals prohibited by law.

   

• Offer low-cost or budget relocation services.

   

• Provide veterinary treatment beyond standard compliance checks and certificates.

   

• Control or accept liability for external factors such as airline delays, cancellations, strikes, natural disasters, or sudden regulatory changes.

   

• Guarantee specific flight routes or direct flights, as final arrangements are subject to airline availability and safety considerations.

5. Payments and Fees

How payments are handled.

• All quotes are based on the information provided at the time of request. Prices may change if additional requirements arise.

   

• A deposit may be required to confirm services. The remaining balance must be paid before the relocation is carried out.

   

• Additional charges may apply if incorrect information is provided, documents are missing, or last-minute changes are requested.

   

• Payment methods will be communicated during the booking process. We do not begin work until the required payments are confirmed.

6. Refund and Cancellation Policy

When refunds may apply.

• Cancellations made before planning begins may qualify for a partial refund, less administrative and consultation costs.

   

• Once planning is underway (including airline bookings, veterinary checks, and document processing), refunds are limited due to costs already incurred.

   

• If services are cancelled due to circumstances beyond our control (e.g., government restrictions, airline cancellations), we will work with clients to reschedule where possible. Refunds in such cases will be assessed individually.

   

7. Liability

Our responsibility and legal limits.

• We take all reasonable measures to ensure the safety and well-being of pets during relocation.

   

• We are not liable for events outside our control, including airline delays, cancellations, changes in import/export laws, or customs decisions.

   

• Pearl Lemon Pets does not accept liability for illness, injury, stress, or death of pets caused by pre-existing medical conditions, age, or circumstances beyond reasonable control.

   

• Clients are strongly encouraged to obtain appropriate pet insurance for international relocation.

   

8. Premium Services

Optional services for clients seeking added care.

We offer additional services designed for clients who require higher levels of attention, including:

• VIP concierge handling: Personalized support throughout the relocation.

   

• Luxury boarding and pre-flight care: Premium facilities and supervision before travel.

   

• Door-to-door relocation: Collection from your home and delivery to your final address in Europe.

   

These services are optional, subject to availability, and carry additional fees.

9. Intellectual Property

Website and content ownership.

All content on the Pearl Lemon Pets website, including text, logos, images, and design, is the property of Pearl Lemon Group unless otherwise stated. No content may be copied, reproduced, or distributed without prior written permission.

10. Privacy and Data Protection

How we handle your information.

Personal data collected during the relocation process is used strictly for service delivery. This includes communication, booking flights, handling customs, and coordinating veterinary compliance. We comply with GDPR, UK Data Protection Act, and US privacy regulations. For full details, please review our Privacy Policy.

11. Governing Law

Which laws apply.

These Terms and Conditions are governed by the laws of England and Wales, regardless of the client’s location. Any disputes arising from the use of our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Updates to Terms

When changes may occur.

Pearl Lemon Pets may update or amend these Terms and Conditions at any time to reflect changes in services, legal requirements, or business practices. The revised version will be published on this page with a new effective date. Continued use of our services implies acceptance of any updated terms.