Terms of Service

Last updated: 21 August 2026

1. Who we are and what these terms cover

FurExpress, 29-B Grant, Project 8, Quezon City, 1106 Metro Manila, Philippines.

These terms apply to enquiries, quotations, and services arranged through our website and our messaging channels. By sending an enquiry or accepting a quotation, you agree to them.

2. What we do

We are a pet relocation coordinator. We assess your pet’s journey, prepare documentation, coordinate with airlines and authorities, and guide you through the requirements for your route.

We are not an airline and we do not operate aircraft. Your pet travels on a commercial carrier, subject to that carrier’s rules and to the requirements of the Philippine and destination governments.

3. Enquiries and quotations

An enquiry is a request for assessment. It does not reserve anything, and it is not a booking.

Every quotation is prepared for one specific pet, route, travel mode and date.

Your written quotation is the complete statement of what is included. If a service isn’t listed in it — crate supply, pickup, airport handling, destination clearance, delivery — it isn’t included. Nothing on our website, social media or in conversation adds to your quotation.

Quotations are valid for 15 days. After that, airline rates, government fees and requirements may have changed and we’ll need to reissue.

4. Confirming your booking

Your booking is confirmed when you accept your quotation in writing and pay the deposit.

Deposit: 50% of the quoted amount
Balance: due before your pet’s travel date
Accepted payment methods: bank transfer and GCash

We begin submitting documents to veterinarians, airlines and government agencies once the deposit is received. Costs incurred from that point are generally non-recoverable.

5. What we need from you

Your pet’s journey depends on information only you can give us. Please:

Give accurate details about your pet — breed, age, weight, health, and behaviour
Tell us about any medical condition, medication, or history of aggression or anxiety
Meet vaccination and testing deadlines. Some countries require a rabies vaccination administered a set number of days before travel, and missing that date can delay the journey by weeks or months
Provide documents when requested
Present your pet at the agreed time and place

If information is inaccurate or incomplete, or a deadline is missed, additional costs and delays may follow, and these are for your account.

6. What we cannot guarantee

We want to be direct about this, because it matters more than anything else here.

No pet relocation provider can guarantee that a pet will be accepted for travel. Final acceptance rests with the airline and with government authorities, and it can change without notice.

A pet may be refused or a journey delayed because of:

Airline capacity, aircraft change, or temperature restrictions at origin, transit or destination
Breed restrictions, which vary by airline and change over time
The pet’s condition or behaviour on the day of travel
Crate specifications assessed at check-in
Government requirements, quarantine decisions, or permit processing times
Flight delays, cancellations, weather, and other events outside our control

We will tell you what we know as early as we know it.

7. If your pet is not accepted, or the flight doesn't operate

We will work to rebook at the earliest available opportunity, and we will keep working until your pet flies. FurExpress does not charge a rebooking fee. Rearranging the journey is part of the service you have already paid for, however many attempts it takes.

What this means for additional costs depends on how your pet is travelling:

Domestic cargo — there is no additional cost to you. If a domestic cargo flight is cancelled or your pet is not accepted, we rebook and see the journey through at no further charge.

In-cabin travel and international journeys — this depends on the situation. Where the delay or cancellation is the airline’s doing, there is usually no additional cost to you, and we handle the rebooking as part of our service.

A charge can arise where a third party imposes one and the cause sits outside the airline — for example if a health certificate expires while waiting and testing has to be repeated, or if a destination permit has to be reissued. Those fees are set by veterinarians, laboratories and government agencies, not by us.

In every case, we will tell you the amount and the reason before anything is incurred, and nothing will be spent without your go-ahead. You will never receive a charge you did not agree to first.

8. Costs outside our control

Airline rates, fuel surcharges, government fees, veterinary charges and quarantine costs are set by third parties and can change between the date of your quotation and the date of travel. Where they do, we will tell you before proceeding.

9. Cancellation and refunds

We assess cancellations individually, because the point at which you cancel makes a real difference to what has already been spent on your pet’s behalf.

As a general guide:

Before we begin processing — if no documents have been submitted and no third-party costs have been incurred, your deposit is refundable in full.
Once processing has begun — amounts already paid to veterinarians, laboratories, government agencies or airlines cannot be recovered, as those parties do not refund them to us. Anything not yet spent can be refunded.
After flights are booked — airline cancellation terms apply, and these vary by carrier and fare.

If you need to cancel, please tell us as early as you can and we will set out exactly what has been spent and what can be returned. If your circumstances have changed through no fault of your own, talk to us — we would rather find a workable arrangement than hold you to a rigid rule.

10. Our responsibility

We are responsible for performing the services in your quotation with reasonable care and skill.

We are not responsible for:

Decisions made by airlines, government agencies, or veterinarians
Delays, cancellations, or refusals outside our control
Consequences of inaccurate or incomplete information provided to us
Indirect losses such as missed flights of your own, accommodation, or lost income

Your pet’s welfare during the flight is in the airline’s care. Airline liability for live animals is limited by its own conditions of carriage and by international convention.

Where we are liable, our liability is limited to the fees you paid FurExpress for that journey, excluding amounts paid to airlines, government agencies and veterinarians on your behalf.

Nothing here limits liability that cannot be limited under Philippine law.

11. Insurance

Pet travel insurance is not included in our services and we do not arrange it. You are free to arrange cover independently, and we’re happy to provide any documentation your insurer needs.

12. Events outside anyone's control

Neither party is responsible for failure to perform caused by events beyond reasonable control — natural disasters, disease outbreaks, airspace closures, strikes, government action, or similar. We will work with you to find an alternative.

13. Your information

We handle your information as described in our Privacy Policy.

14. Concerns

Please contact us first at furexpress@gmail.com or +63 956 609 4542. We aim to respond within 1 working day.

15. Governing law

These terms are governed by the laws of the Republic of the Philippines. Any dispute falls under the jurisdiction of the courts of Quezon City.

16. Changes

We may update these terms. The version in force is the one published on the date your quotation was issued.