TERMS AND CONDITIONS PetMover - Pet Relocation and Pet Travel Services 1. INTRODUCTION AND ACCEPTANCE Welcome to PetMover's website and services. These Terms and Conditions ("Agreement") outline the rules and regulations governing the use of our website and the provision of pet relocation, international pet transportation, and related animal travel services. By accessing our website at www.petmover.com or engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety. If you do not agree with any part of these terms, please do not use our website or services. The terms "Client," "You," "Your," and "Customer" refer to you, the person who accesses our website and engages our services. "PetMover," "We," "Us," "Our," "Company," and "Service Provider" refer to PetMover and its authorized representatives. These terms and conditions are governed by the laws of Hong Kong SAR, and any disputes shall be resolved in accordance with Hong Kong law. 2. SERVICES DESCRIPTION PetMover provides comprehensive pet relocation and international animal transportation services, including but not limited to: International pet relocation and immigration assistance Pet transportation via commercial airlines and charter services (including private jet options) Pet taxi and ground transportation services Veterinary documentation and health certificate coordination IATA Live Animal Regulations (LAR) compliance and crate preparation Pet accommodation and boarding services Customs clearance and quarantine coordination Multi-destination relocation planning All services are provided in accordance with applicable international aviation regulations, Hong Kong government requirements, and the welfare standards established by IATA and relevant animal protection authorities. The specific services to be provided will be detailed in individual service quotations and written agreements. 3. PICK-UP AND DELIVERY SERVICES 3.1 Business Hours PetMover's standard business hours are Monday to Sunday, 9:00 AM to 6:00PM (HKT). Services requested outside these hours may be subjected to additional charges as agreed with customer in advance. Our online customer service channels, including email and official WhatsApp, are available twenty-four hours a day, seven days a week to support your service needs. 3.2 Service Area Limitations PetMover does not provide direct pick-up and drop-off services to: Restricted government areas or military installations And additional charges may be added for pick-up and drop-off services to: Discovery Bay Ma Wan Hong Kong outlying islands 3.3 Delivery Timeliness Delivery and pick-up services may be delivered earlier or delayed depending on transportation providers, traffic conditions, weather, and service provider schedules. PetMover cannot guarantee punctuality and shall not be responsible for delays caused by external factors including airlines, courier services, government agencies, or force majeure events. 3.4 Local Destination Transportation All quotations for local transportation at the destination (such as pet taxi services) will be confirmed only within fourteen (14) days of the confirmed departure date. Prices are subject to change based on distance, local transportation provider availability, and seasonal variations. All destination transportation quotes are for reference only and may be subjected to modification. 4. LIABILITY LIMITATIONS AND EXCLUSIONS 4.1 Forces Beyond Our Control PetMover is not responsible for errors, delays, cancellations, service modifications, loss, damage, or additional costs resulting from any of the following circumstances: Actions or failures of airlines, cargo companies, shipping companies, or transportation partners Government policy changes, import/export regulations, or quarantine requirement amendments Changes to tariffs, customs duties, or government fees Processing delays by government agencies (including AFCD, immigration, customs) Changes to air routes, flight schedules, or airline operations Import document errors, invalid permits, or licensing failures Veterinary clinic documentation errors, blood test failures, or invalid health certificates Discrepancies in pet details provided by the client (breed, weight, age, health status, color/ markings, dimensions) Loss of crate components or damage to transportation equipment In all these circumstances, any additional charges incurred will be the responsibility of the client. 4.2 Contractual Non-Cancellation Policy Once a service agreement is finalized and payment is made, the service contract cannot be cancelled, suspended, or modified by the client for any reason. This policy applies regardless of personal circumstances, changes in relocation plans, or other reasons. 4.3 Information Accuracy PetMover does not warrant the accuracy, completeness, or timeliness of information on this website. The website is provided on an "as is" basis. PetMover does not guarantee that the website will be continuously available, error-free, or kept up to date. 5. SERVICE CONSULTATION POLICY 5.1 Fair Service Consultation Policy PetMover commits to fair consultation practices for all clients. Consultation services are available via telephone, social media inbox messages, WhatsApp, email, or face-to-face appointments. 6. CONFIDENTIALITY AND INTELLECTUAL PROPERTY 6.1 Confidential Information All documents, drafts, communications, permits, licenses, certificates, emails, WhatsApp messages, photographs, videos, and verbal communications provided by or exchanged with PetMover are strictly confidential and constitute PetMover's proprietary business information. These materials are protected under Hong Kong intellectual property law and international copyright law. 6.2 Non-Disclosure Obligation The client agrees not to disclose, reproduce, distribute, or share any PetMover documents, communications, quotations, or operational information with any third party without written consent from PetMover. Unauthorized disclosure constitutes a material breach of this Agreement and may result in legal action. 6.3 Pet Photos and Promotional Use The client grants PetMover full legal permission to photograph, videograph, and record details of the pet(s) for promotional, marketing, educational, and public relations purposes. These materials may be used on the company website, social media platforms, promotional materials, press releases, case studies, and other marketing channels. If the client does not wish their pet(s) to be included in promotional materials, they must provide written notice to PetMover via social media inbox message, WhatsApp or email (sales@petmover.com) prior to the commencement of services. The client may update this preference at any time by sending written notice. 7. WEBSITE USE AND INTELLECTUAL PROPERTY 7.1 License Grant PetMover and its licensors own all intellectual property rights for content on www.petmover.com, including but not limited to text, images, graphics, logos, videos, downloadable documents, and source code. All intellectual property rights are reserved. Users may access content solely for personal, non-commercial use, subject to the restrictions in these Terms and Conditions. 7.2 Prohibited Uses You must not: Republish material from www.petmover.com without written permission Sell, rent, or sublicense material from www.petmover.com Reproduce, duplicate, or copy material from the website Redistribute, retransmit, or repost content from the website Use content for competitive or commercial purposes Remove or alter copyright notices, trademark notices, or proprietary markings Create derivative works based on website content 7.3 iFrames and Framing You may not create frames, iFrames, or other HTML structures around PetMover webpages that alter the visual presentation, appearance, or branding of our website without prior written permission. / 简体中文 繁體中文
8. THIRD-PARTY CONTENT AND EXTERNAL LINKS 8.1 External Links www.petmover.com may contain links to third-party websites, social media platforms, and external resources. PetMover is not responsible for the content, accuracy, or policies of external websites. Links are provided for convenience only and do not imply endorsement or affiliation. 8.2 Hyperlinking to PetMover Organizations wishing to create hyperlinks to www.petmover.com may do so only if: The hyperlink does not create a false impression of sponsorship, endorsement, or approval by PetMover The hyperlink does not misrepresent the nature or contents of PetMover's services The hyperlink complies with applicable laws and does not violate any third-party rights The linking website does not contain offensive, defamatory, or unlawful content Organizations requesting to link to our website should contact PetMover at sales@petmover.com with details of the linking website, the proposed link, and the pages being linked. PetMover will respond within two (2) to three (3) weeks. 9. USER-GENERATED CONTENT AND COMMENTS 9.1 Comment Policy If www.petmover.com includes features allowing users to post comments, reviews, or feedback, PetMover reserves the right to monitor, edit, remove, or refuse to publish any comments that are: Defamatory, libelous, offensive, or obscene Unlawful or promoting illegal activity Invasive of privacy or personally identifiable information Infringing on intellectual property rights Commercially promotional or soliciting business Inconsistent with PetMover's values and professional standards 9.2 User Representation By posting comments or content, you warrant and represent that: You have the right to post the content and all necessary licenses and consents The content does not infringe on intellectual property rights (copyright, patent, trademark) The content does not contain defamatory, libelous, offensive, or unlawful material The content respects the privacy of others You are not using the platform to solicit business, promote commercial activities, or conduct unlawful activities 9.3 License to User Content By posting content on www.petmover.com, you grant PetMover a non-exclusive, royalty-free license to use, reproduce, edit, distribute, and display your content in any format or media, including on social media, promotional materials, and third-party platforms. 10. CONTENT LIABILITY We are not responsible for any content that appears on your website or external platforms linked to our services. If external content is accessed through our website, you agree to protect and defend PetMover against all claims, damages, or liabilities arising from that third-party content. You may not link to our website in any manner that implies our endorsement of unlawful, defamatory, obscene, or otherwise inappropriate content. 11. DISCLAIMER AND LIMITATION OF LIABILITY 11.1 Disclaimer of Warranties To the maximum extent permitted by Hong Kong law, PetMover excludes all representations, warranties, and conditions relating to this website and our services, whether express or implied. The website and services are provided on an "as is" and "as available" basis. We do not warrant that: The website will be error-free, uninterrupted, or continuously available Information on the website is accurate, complete, or current Services will be provided without interruption or delay Any defects in the website or services will be corrected Your use will be secure or free from viruses or malicious code 11.2 Limitations of Liability Except as prohibited by Hong Kong law, PetMover shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the website or services, including but not limited to: Loss of profits or revenue Loss of business opportunities Loss of data or information Business interruption Pet loss or injury Emotional distress or psychological harm PetMover's total liability, if any, shall not exceed the total amount paid by the client for services. 11.3 Exceptions Nothing in this disclaimer shall: Limit liability for death or personal injury caused by negligence Limit liability for fraud or fraudulent misrepresentation Exclude liability that cannot be excluded under Hong Kong law Override mandatory consumer protection provisions 12. MODIFICATION OF TERMS AND SERVICES 12.1 Right to Modify PetMover reserves the right to modify, suspend, or terminate services, website features, or these Terms and Conditions at any time and without prior notice. Changes will be effective immediately upon posting to the website. 12.2 Updated Terms Clients may request the current version of the Terms and Conditions in writing via email (sales@petmover.com). Your continued use of the website or services following modifications constitutes acceptance of the updated terms. 13. DISPUTE RESOLUTION AND INTERPRETATION 13.1 Sole Discretion In the event of any dispute, complaint, or disagreement regarding services, fees, or the interpretation of these Terms and Conditions, PetMover retains sole discretion and final authority for decision- making and interpretation. 13.2 Governing Law These Terms and Conditions are governed by the laws of Hong Kong SAR, without regard to conflict of law principles. The client agrees to submit to the exclusive jurisdiction of the courts of Hong Kong for any legal disputes. 13.3 Dispute Resolution Process For disputes or complaints regarding services: Contact PetMover in writing via email (sales@petmover.com) or WhatsApp (+852 610 34225) with details of the dispute PetMover will review and respond within fourteen (14) business days If the dispute remains unresolved, the parties may seek mediation or arbitration under Hong Kong law As a last resort, disputes may be referred to the District Court of Hong Kong 14. PRIVACY AND DATA PROTECTION 14.1 Data Collection PetMover collects personal information (name, contact details, pet information, pet health records, travel documents) as necessary to provide relocation services. This information is used solely for service provision, government compliance, and legitimate business operations. 14.2 Data Protection PetMover complies with Hong Kong data protection regulations and maintains reasonable security measures to protect client and pet information from unauthorized access, loss, or misuse. 14.3 Cookies www.petmover.com uses cookies to enhance user experience and website functionality. By accessing the website, you consent to the use of cookies in accordance with our Privacy Policy. 15. CONTACT INFORMATION For inquiries, complaints, or requests regarding these Terms and Conditions, please contact: PetMover Website: www.petmover.com Email: sales@petmover.com WhatsApp: +852 6103 4225 16. SEVERABILITY If any provision of these Terms and Conditions is found to be invalid, unenforceable, or illegal under Hong Kong law, that provision shall be severed, and the remaining provisions shall continue in full force and effect. The severed provision shall be modified to the minimum extent necessary to make it enforceable. 17. ENTIRE AGREEMENT These Terms and Conditions, together with any individual service quotations and written agreements, constitute the entire agreement between the client and PetMover. They supersede all prior negotiations, understandings, and agreements. No modifications are valid unless made in writing and signed by an authorized PetMover representative.
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