← Pet Air Valet Home

Terms & Conditions

General Terms for Website Use, Booking, and Carriage

Version 2.2 – 14.01.2026

1. Who we are and how these terms work

1.1 Pet Air Valet Limited (Pet Air Valet, we, us) is a company incorporated in Malta with registered office at:

Pet Air Valet Ltd
Business House Suite 7
Triq l-Arcisqof Pietru Pace
Victoria, Gozo VCT 2504
Malta

1.2 Pet Air Valet assists in coordination of In-Cabin, scheduled, shared-cabin journeys for pets and their humans. We are not an airline and we do not operate aircrafts. The aircrafts and flight operations are provided by licensed air carriers or aircraft operators (each an "operator").

1.3 These terms govern:

1.4 By using this website, submitting a booking, paying a deposit or travelling on a journey coordinated by us, you agree that you have read, understood and consent to be bound by these terms. If you do not agree to be bound by these terms, you must not use this website and/or use our services. Therefore please read these terms carefully before approving them.

1.5 These terms apply together with our privacy policy and cookie policy, which explain how we handle personal data and cookies and which are available on this website at:

1.6 We may change these terms from time to time. Changes take effect when we publish the updated version on this website. The version in force when you pay a deposit will apply to your booking.

1.7 The use of the masculine gender in these terms is for convenience purposes only, and any part thereof, in which the masculine gender is used, applies the feminine gender as well.

1.8 These terms will apply to any individual that is using the website, either as a sole person or on behalf of an organization. You undertake that in case you are using the website on behalf of any organization, that you have full power and authority to use the system on behalf of your organization and to bind the organization on these terms.

1.9 The use of the Website is not available to minors under the age of 18 and we will not accept any orders from minors under the age of 18 unless your legal guardian reviews and agrees to both these Terms and our Privacy Policy and approves them, and provides his billing details.

1.10 The use of the Website is not intended for minors under the age of 18 or to any users suspended or removed by us for any reason, and such users are prohibited from using the Website or providing any information related to them.

2. Our role, operators, and third-party rights

2.1 Pet Air Valet acts as a specialist travel coordinator and concierge. We arrange and manage journeys with operators and other third-party providers, including ground handlers, veterinary clinics, customs brokers, drivers, and accommodation providers.

2.2 For each journey, you will have:

2.3 Each operator is an intended third-party beneficiary of your contract with us to the extent that these terms relate to the operation of that operator's flight. You agree to comply with the operator's conditions of carriage and operational instructions including any terms of use, privacy policies, cancellation and termination policies and any other condition or policy related thereto.

2.4 If there is any conflict between these terms and an operator's conditions of carriage, with respect to a flight, the operator's conditions govern the operation of the flight, and these terms govern your relationship with us.

3. Use of our website and digital services

3.1 You may use this website only for lawful purposes and in a way that does not harm us, our partners, or other users or third parties and does not limit anyone else's use of this website.

3.2 You must not use this website to:

3.3 We do not guarantee that this website or any content on this website will always be available or uninterrupted. We may suspend, withdraw, or change all or part of this website for any reason including business or operational reasons.

3.4 When you visit the website or send e-mails to us, you are communicating with us electronically. We therefore take this as your consent to receive communications from us electronically. Please note that by doing so you agree that all agreements, notices, disclosures and other communications that we provide you electronically satisfy any and all legal requirements that such communications be in writing.

4. Intellectual property and content

4.1 All intellectual property rights in this website and in our content (including text, logos, illustrations, photographs, graphics, design, and layout) are either protected by registered copyrights and/or belong to Pet Air Valet or our licensors. All rights are reserved.

4.2 You may:

4.3 You must not:

4.4 Our name, logo, and other distinctive brand elements are intellectual property of Pet Air Valet either if registered or unregistered as trade marks and you are only received with a limited license to use the website for the sole purpose that the website is intended and not for any other use. You must not use these trade marks without our prior written consent, except where clearly permitted under a separate written agreement.

4.5 If you breach this section 4, your right to use this website will stop immediately and all orders made by you may be cancelled by us.

4.6 This website may include content (such as social media posts, reviews, or shared media) created or uploaded by third parties. This content represents the views of those third parties only and is not approved or endorsed by us. We are not responsible for this third-party content.

5. Links, security, and technological misuse

5.1 The website includes or might include the use of third party technologies, systems and services such as links or direct connections to other websites, contents or resources, that are owned and operated by other third parties as a convenience to you. Please note that we do not endorse any such third parties or the information, materials, or services contained on or accessible through third parties. Access and use of such third parties technologies, systems and services is solely at your own risk, and is subject to such third parties terms of use, privacy undertakings and any other governing documents provided by them.

5.2 You must not:

5.3 Such actions may be criminal offences under applicable law. We may report any such breach to the relevant authorities and cooperate with them, including by disclosing information about you where we are legally required to do so.

5.4 We do not promise that this website will be secure or free from bugs or viruses. You should use appropriate antivirus protection and security measures for your own systems.

6. Booking process, deposits, and payments

6.1 To order a place on an In-Cabin journey, you must:

6.2 By submitting a booking request and payment details, you:

6.3 We will acknowledge your booking request. A binding commitment between you and Pet Air Valet is formed when we confirm acceptance of your booking and successfully receive the deposit.

6.4 The deposit:

6.5 The remaining balance will be due by the date stated in your confirmation, which will be after we confirm that the journey will go ahead. If you do not pay the balance on time, we may treat your booking as cancelled by you. In that case, the deposit is non-refundable.

6.6 All amounts will be payable in the currency and by the methods specified in the booking process. You are responsible for any bank or card charges.

7. Shared-cabin journeys and minimum numbers

7.1 Many journeys are shared-cabin journeys where several families share the aircraft. These journeys depend on reaching a minimum number of confirmed travellers.

7.2 When you pay a deposit for a shared-cabin journey, you secure a provisional place on that journey, subject to confirmation that the minimum number of travellers has been reached and that the operator (being the licensed air carrier or aircraft operator responsible for operating the flight) has confirmed availability.

7.3 We aim to confirm shared-cabin journeys at least 30 days before departure, and in all cases no later than 7 days before departure. The confirmation will include:

7.4 If we do not reach the minimum number of travellers or cannot confirm the journey for another reason within our control until 7 days before departure, we will cancel the journey and offer you:

7.5 If you choose a refund, we will refund the deposit amount to the original payment method as soon as reasonably possible. This refund will be your only remedy for cancellation from any reason whatsoever. We further clarify that any cancellation or delay in your flight caused by reasons related to the aircraft operator, is not under our responsibility and we shall not be liable for such cases.

8. Changes and cancellations by you

8.1 You may request reasonable changes to your booking, such as updated traveller details or pet details. We will try to accommodate such changes, subject to:

8.2 If you cancel your booking before we confirm the journey under section 7.3, we will refund the deposit less a cancellation charge equal to 20% of the deposit (to cover administrative and reservation costs), unless applicable mandatory consumer law in your country of residence gives you a non-excludable right to a different outcome.

8.3 If you cancel after the journey has been confirmed and after paying any part of the balance, additional cancellation charges may apply. We will set these out clearly in the booking process and in your confirmation.

8.4 We recommend that you consider holding appropriate travel insurance to cover personal risks associated with your journey, such as cancellations, delays, or changes affecting you personally. Any such insurance is for your own protection only and does not limit or replace your responsibilities under these terms, including responsibility for your pet and any damage or injury caused by them.

9. Changes and cancellations by us

9.1 We may need to change or cancel journeys for safety, operational, regulatory, or other reasons beyond our reasonable control, including weather, air traffic control decisions, airport restrictions, public health measures, strikes, war, operator issues or any other force majeure event either if determined by us or by the Operator.

9.2 Minor changes, such as small schedule shifts or changes of type or size of aircraft with similar cabin comfort, will not entitle you to a refund or cancellation.

9.3 If there is a significant change to a journey before departure, such as:

We will notify you as soon as reasonably possible and offer one or more of the following options:

For the avoidance of doubt, cancellation and/or refund is dependent on the policy and terms of the Operator and the laws and regulations that apply to your booking. Delays, schedule adjustments, or operational changes occurring on the day of departure do not of themselves constitute a significant change and do not give rise to a right of cancellation or refund, unless required by applicable mandatory law.

9.4 We may cancel a journey prior to or after confirmation where we are required or entitled to do so under the operator's conditions of carriage and/or where:

9.5 If we cancel a journey for reasons other than as a result of your breach under section 9.4(d), we will request a refund or credit from the operator and any relevant third-party providers and then:

Any amounts that are not refundable or creditable to us under the operator's or third parties' terms will not be refundable to you, unless required by applicable mandatory law.

9.6 All refund or re-application specified hereinabove are your only remedy for such cancellation. We are not responsible for indirect or consequential losses, including hotel costs, missed connections, other expenses, or wasted time. Our total liability in relation to any cancelled journey will not exceed the total amount you have paid to us for that journey (including the deposit and any balance).

10. Documentation, approvals, and responsibilities

10.1 We coordinate documentation by providing guidance, checklists, timelines, and introductions to licensed professionals for veterinary and customs formalities.

10.2 You are responsible for:

10.3 Approvals and permits are issued by third-party authorities. We cannot guarantee that these approvals will be granted, that they will be granted on time, or that they will be accepted at check-in or on arrival.

10.4 If you or your pet are refused carriage or entry because of missing, incomplete, or incorrect documents, or refused for any other reason, you are responsible for any resulting costs, including re-booking, accommodation, and fines. We are not obliged to refund the deposit or any non-refundable amounts already paid, except where required by law.

11. Pet welfare, suitability, and behaviour

11.1 Our journeys are designed so that pets can travel in the cabin, close to their humans, at cabin temperature. We work with operators and partners to create a calm, safe environment.

11.2 By booking, you confirm that:

11.3 You must bring a suitable muzzle for each dog and keep this muzzle within easy reach at all times. You must show the muzzle at check-in and ensure that your dog wears the muzzle if requested by our team, the operator, or the flight crew, whether before boarding or during the flight.

11.4 Dogs must be on a lead or harness at all times in the terminal, during transfers, and onboard the aircraft, unless the crew clearly authorises a brief exception. Cats must travel in secure carriers and remain inside these carriers at all times.

11.5 We do not provide veterinary advice. Sedation or other medication for your pet is a matter for you and your veterinarian. We do not administer medication and we are not responsible for any effects of medication or sedation that you choose to use.

11.6 We, the operator, the crew, or local authorities may refuse carriage of a pet or impose conditions if, in our reasonable opinion or the reasonable opinion of the operator, crew, or authorities, the animal:

11.7 If carriage is refused or interrupted for reasons within your control (including the behaviour or condition of you, your companions, your pet), you are not entitled to a refund and you are responsible for any resulting loss, damage, injury, or expense.

You remain fully responsible for any damage or injury caused by your pet to other passengers, crew, animals, aircraft, facilities, or property. We require that you hold appropriate third-party liability insurance covering damage or injury caused by your pet for the duration of the journey. We may request reasonable evidence of such insurance before departure.

Nothing in these terms obliges us or any operator to provide insurance coverage for damage or injury caused by animals.

12. Private-terminal handling and arrivals

12.1 Wherever possible, journeys are arranged through private terminals with pre-booked handlers so that your pet remains with you except for required checks.

12.2 Some destinations may require inspections at specific facilities. In those cases, we will aim to reduce waiting and separation, but we must comply with local law and procedures.

12.3 You must follow all instructions from our team, the operator, ground staff, and authorities during departure and arrival. Failure to follow instructions may result in delays, extra costs, or refusal of carriage.

13. Operators, contractors, and allocation of responsibility

13.1 We select operators and partners with care, but we do not control their operations. They are responsible for their own acts and omissions.

13.2 The contract for operation of the flight is between you and the operator. Pet Air Valet is not party to your engagement between you and the operator and is not an agent or employee of the operator; we act as an independent coordinator and concierge only.

13.3 The operator is not responsible for our acts or omissions, except where this responsibility arises directly from law or international rules.

13.4 Your rights and remedies against operators and other providers are governed by the contracts and terms you have with them and by any applicable conventions or laws.

13.5 If you experience a problem with a third-party service, we will offer reasonable assistance in communicating with that provider, but we are not responsible for resolving disputes between you and third parties.

14. Confidentiality

14.1 During our relationship, we and you may share confidential information, including business plans, client data, pricing, and non-public operational arrangements.

14.2 As part of providing our services, we may collect, store, and use confidential information concerning you. Personal data is handled in accordance with applicable data-protection laws and our privacy policy, available at https://www.petairvalet.com/privacy-policy.

15. Safety, security, prohibited items, alcohol, and onboard services

15.1 You must comply with all aviation safety and security rules that apply to your journey, including rules on dangerous goods and prohibited items issued by airports, airlines, and national or regional aviation and security authorities.

15.2 Before travelling, you must review the current guidance from relevant authorities on items that are prohibited or restricted in baggage. You must not bring any prohibited or restricted item unless clearly allowed under those rules and under the operator's policies.

15.3 We, the operator, or the crew or anyone on their behalf, may inspect baggage and other items at any time where this inspection is required by law, is required by airport or operator policy, or is reasonably needed for safety and security. If you refuse any required inspection, you may be denied boarding.

15.4 We have a strict ban on illegal drugs and smuggling. If we, the operator, or the crew or anyone on their behalf or any local authorities reasonably suspect illegal activity, you may be refused boarding or removed from the aircraft, and the aircraft may divert or return so that you and your baggage can be removed. We and the operator may inform customs or other authorities and cooperate fully with any investigation.

15.5 Firearms, ammunition, and weapons are not permitted unless they are specifically allowed by local law, airport and operator rules, and security procedures. If you wish to travel with any firearm or ammunition and this is legally permitted, you must notify us well in advance of departure and obtain written confirmation from us and the operator. Any permitted items will be secured in accordance with applicable security rules and will not be accessible in the cabin. The captain of the aircraft has final authority on whether any such items may be carried.

15.6 Except where law enforcement officers or similar personnel are expressly permitted under applicable law and operator policy, passengers may not carry weapons on their person in the cabin.

15.7 Alcoholic drinks onboard are provided at the operator's discretion. The crew may refuse to serve alcohol to any passenger and may stop service if a passenger appears intoxicated or behaves in a way that could affect safety or comfort.

15.8 Onboard Wi-Fi or other connectivity services may not be available on all aircraft or may not work at all times. We do not guarantee the availability, speed, or performance of any such service. If Wi-Fi or similar services are unavailable or fail during your journey, you are not entitled to any refund, discount, or price change.

16. Indemnity

16.1 You agree to indemnify Pet Air Valet, our officers, employees, and agents or anyone on our behalf against any claims, losses, costs, damages, and expenses (including reasonable legal fees) that arise from:

16.2 This indemnity applies only to the extent permitted by applicable law and does not require you to indemnify us for matters arising from our own fraud, or wilful misconduct.

17. Limitation of liability

17.1 Nothing in these terms limits or excludes liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or liability for fraud.

17.2 Subject to section 17.1, we are not liable for:

whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable.

17.3 For use of this website, we do not accept responsibility for loss or damage caused by viruses, attacks, or other technologically harmful material that may infect your equipment, software, data, or other proprietary material due to your use of this website, your downloading of any content, or your use of any website linked to this website.

17.4 Subject to section 17.1, our total aggregate liability to you for all damages, losses, causes of action and claims (whether in contract, tort (including, but not limited to, negligence) or otherwise) arising out of or in connection with our services is limited to the total amount you have paid to us for that journey (including deposit and balance).

17.5 The operator's liability for operation of the flight is governed by its own conditions of carriage and by any applicable international or national rules. Those rules may limit or exclude the operator's liability. Please read them carefully.

17.6 Our website and services are provided on an "as is" and "as available" basis. To the fullest extent permitted by applicable law, we exclude all warranties, representations, conditions, and other terms, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

17.7 We do not warrant that:

17.8 Any use of this website is at your own risk. You are solely responsible for any damage to your systems or loss of data resulting from such use.

17.9 No advice or information, whether oral or written, obtained from us or through this website creates any warranty not expressly stated in these terms.

17.10 Any information or materials you choose to provide to us are provided voluntarily. Failure to provide minimum required information may prevent you from completing a booking.

17.11 Nothing on this website constitutes legal, medical, veterinary, financial, or other professional advice nor any solicitation for the purchase of any flight. Any decisions you make based on information provided through this website are made at your own risk.

17.12 Where applicable law does not permit the exclusion of certain warranties or the limitation of liability, our liability will be limited to the fullest extent permitted by that law.

17.13 Regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to the use of this website, these terms, or our privacy policy must be brought within six (6) months of the date the claim arose, failing which it is permanently barred.

17.14 The rights and remedies given to you under these terms are in addition to any rights and remedies that you may have under mandatory laws that apply to you and cannot be excluded.

18. Force majeure

18.1 We are not liable for failure to perform, or delay in performing, any of our obligations where this failure or delay is caused by events outside our reasonable control, including war, terrorism, civil unrest, natural disasters, serious health events, government actions, airspace restrictions, airport closures, strikes, or major technical failures.

18.2 If a force-majeure event affects a journey, we will keep you informed where practical and will work with the operator and partners to explore reasonable alternatives. If the journey is cancelled, your rights will be as set out in sections 7 and 9.

19. Data protection

19.1 We will handle personal data about you and your pet in line with applicable data-protection laws, including laws in Malta that implement the EU General Data Protection Regulation, and with our privacy notice.

19.2 Where you provide us with personal data about other individuals, you must ensure first that you have a lawful basis to share that data with us and that you comply with applicable data-protection rules. Please do not provide us with any information about minors below age 13 unless specifically asked to do so.

20. Assignment and third-party rights

20.1 You may not assign or transfer your rights or obligations under these terms without our prior written consent. We may assign or transfer our rights and obligations to another entity in connection with a reorganisation or transfer of our business, provided that this does not reduce your legal protections.

20.2 Except for operators as third-party beneficiaries under section 2.3, these terms do not give any other third party a right to enforce any of their provisions.

21. General

21.1 Severability
If any provision of these terms is held by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable. If modification is not possible, the provision will be deemed deleted. This does not affect the validity and enforceability of the remaining provisions.

21.2 Entire agreement
These terms, together with any documents expressly referred to in them (including our privacy policy), constitute the entire agreement between you and us in relation to their subject matter and supersede all prior agreements, understandings, or representations, whether written or oral.

21.3 No waiver
Our failure to exercise or enforce any right or provision of these terms does not constitute a waiver of that right or provision. Any waiver is effective only if given in writing.

21.4 Notices
Any notice under these terms must be in writing and may be delivered by hand, by post, or by email to the contact details last provided by the other party. Notices are deemed received:

21.5 Governing law, jurisdiction, and survival
These terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them are governed by the laws of Malta. The courts of Malta have non-exclusive jurisdiction over any dispute or claim arising from or related to these terms, your use of this website, or any journey coordinated by us. This choice of law and jurisdiction does not limit any protections you may have under mandatory consumer laws in your country of residence.

Provisions which by their nature should survive termination or expiry of these terms will continue to apply, including provisions relating to liability, indemnity, and governing law.

Related Documents