Pet Travel Cayman provides administrative, document-review, compliance-support, and coordination services that may require work to begin shortly after a client engages our services.
This Refund & Cancellation Policy explains how cancellations and refunds are handled.
1. Service Fees and Third-Party Costs
Pet Travel Cayman service fees are separate from government, veterinary, laboratory, airline, transportation, accommodation, quarantine, and other third-party costs unless expressly stated otherwise in a written quotation.
Third-party charges are generally subject to the refund and cancellation policies of the organisation that received the payment.
Pet Travel Cayman cannot guarantee a refund of a third-party charge where the relevant third party has already provided the service or has classified the payment as non-refundable.
2. Cancellation Before Work Begins
If a client cancels a service before Pet Travel Cayman has commenced substantive work on the case, the client may request a refund of the applicable unused Pet Travel Cayman service fee.
Any government or third-party amounts already paid, committed, or processed may be excluded from the refund.
3. Cancellation After Work Has Begun
Once Pet Travel Cayman has commenced substantive work, including document review, case preparation, compliance assessment, application preparation, coordination, or other administrative work, the amount refundable will depend on the work already performed.
Pet Travel Cayman may retain the portion of the service fee reasonably attributable to work already completed.
4. Document Audit and Processing
Where Pet Travel Cayman has reviewed, audited, organised, prepared, or processed documents, the associated service portion may become non-refundable once that work has been performed.
This applies even if the client subsequently decides not to travel.
5. Government Submissions and Applications
Once Pet Travel Cayman has submitted or formally processed an application, document package, permit request, or other government-related submission at the client's request, the service work associated with that milestone is non-refundable.
Government fees are separate from Pet Travel Cayman service fees and are subject to the applicable government's rules.
The Cayman Islands Department of Agriculture currently publishes a CI$50 import fee per animal and separate export-related fees. Clients should confirm current government fees at the time of application.
6. Permit Denials
If a government authority denies, delays, or refuses a permit or application, Pet Travel Cayman will not automatically refund service fees for work already performed.
Where a denial results from Pet Travel Cayman's failure to perform an agreed service, the matter may be reviewed individually.
Where a denial results from the pet's eligibility, breed, health, documentation, testing, travel history, government requirements, airline requirements, client-provided information, or another matter outside Pet Travel Cayman's control, fees for services already performed remain payable.
7. Changes to Travel Dates
Changing a travel date does not automatically entitle the client to a refund.
A date change may require additional document review, updated certificates, new government processing, airline coordination, veterinary services, or other work.
Additional Pet Travel Cayman service fees may apply where additional work is required.
8. Airline Changes or Cancellations
Airline tickets, cargo bookings, pet transportation charges, carrier fees, and other airline-related costs are governed by the applicable airline's terms.
Pet Travel Cayman is not responsible for airline cancellation fees, schedule changes, denied boarding, seasonal restrictions, route changes, or other airline decisions.
9. Force Majeure
No refund is automatically due for circumstances outside Pet Travel Cayman's reasonable control, including government delays, airline cancellations, severe weather, natural disasters, transportation disruptions, laboratory delays, veterinary availability, regulatory changes, or other comparable circumstances.
If additional work is required after such an event, the applicable service fee will be discussed with the client before additional work is undertaken where reasonably possible.
10. Payment by Wire Transfer or Cash
Pet Travel Cayman currently accepts wire transfer and cash payments as made available to clients.
A payment is considered received only after Pet Travel Cayman verifies it.
If a refund is approved for a wire-transfer payment, Pet Travel Cayman may require sufficient payment information to return the funds to the appropriate originating account.
Cash refunds, where approved, may be subject to reasonable verification procedures.
11. Refund Requests
Refund requests should be submitted through the contact method provided by Pet Travel Cayman and should include:
- Client name;
- Pet name;
- Case reference, if available;
- Date of payment;
- Amount paid; and
- Reason for the refund request.
Pet Travel Cayman will review the request against this policy and the work performed on the case.
12. No Double Recovery
A client may not recover the same cost more than once from Pet Travel Cayman, a government authority, an airline, a veterinarian, laboratory, insurer, or another party.
13. Policy Changes
Pet Travel Cayman may update this Refund & Cancellation Policy when necessary.
The applicable version will be identified by its effective date and may be retained with the client's case records.
14. Contact
For cancellation or refund questions, please contact Pet Travel Cayman using the contact information displayed on our website or client portal.