PRIVACY POLICY FOR PET RELOCATION

1. Privacy Policy (Pet Relocation Company)

Moveroo is committed to protecting the privacy of our clients and their pets.

This Privacy Policy explains how we collect, use, store, share, and protect personal information.

Information We Collect

•Pet details: name, age, breed, weight, microchip number

•Owner information: name, address, phone, email

•Travel documents: vaccination records, health certificates

•Payment information

•Flight routing & booking details

•Website usage data (cookies, analytics)

How We Use Your Data

•To process pet travel bookings

•To share required data with airlines, customs, CHA partners, and vets

•To provide service updates & customer support

•For compliance with international pet travel laws

•For fraud prevention and security

Data Sharing

We share data only when required:

•Airlines & cargo terminals

•Government bodies (customs, quarantine)

•Veterinary providers

•Partner pet relocators (IPATA affiliates, if applicable)

•CHA for export/import clearance

We never sell customer data.

Data Security

We use:

•Encrypted storage

•Limited access controls

•Secure payment gateways

Customer Rights

You can request:

•Correction of personal data

•Deletion of data after service completion

•Copy of your stored information

2. Terms & Conditions

By using our services, clients agree to the following:

Service Scope

Moveroo provides:

•Pet relocation consulting

•Export/import documentation

•Airline booking support

•Crate procurement

•CHA coordination

•Vet assistance (third-party)

Moveroo is not an airline and does not control airline operations.

Client Responsibilities

•Provide correct pet information

•Ensure vaccinations & microchip compliance

•Provide fitness-to-fly certificate

•Follow airline & country-specific rules

•Crate training before travel

Moveroo Responsibilities

•Use IATA-approved crates

•Document verification

•Airline booking coordination

•Customs clearance arrangements

•Safety-focused handling

Liability

Moveroo is not liable for:

•Airline cancellations or delays

•Governmental rule changes

•Customs detentions

•Pet behavior or aggression

•Mortality due to age, health conditions, stress, climate, or airline handling

Force Majeure

Events beyond control:

•Weather issues

•Natural disasters

•Political restrictions

•Pandemic restrictions

3. Refund & Cancellation Policy

Full Refund

•If client cancels within 24 hours of booking (and no services initiated)

Partial Refund

•Airline booking cancelled by client → Airline rules apply

•Documentation already processed → fees non-refundable

•Vet services booked → non-refundable

Non-Refundable

•Government charges

•CHA fees

•Airline cancellation fees

•No-show on flight day

4. Pet Welfare & Safety Policy

We follow:

•IATA Live Animals Regulations (LAR)

•Airline animal welfare standards

•ICAO live animal transport guidelines

Key Safety Principles

•No sedation policy

•Crates must be IATA approved

•Pre-flight pet conditioning

•Temperature embargo compliance

•No transport of brachycephalic breeds on restricted airlines

•Mandatory health checks

5. IATA LAR Compliance Statement

Moveroo adheres to:

•All IATA Live Animals Regulations (LAR)

•Proper labeling & crate dimensions

•Ventilation, bedding, and feeding SOPs

•Staff trained in LAR handling

6. Complaint & Escalation Handling Policy

Procedure

1.Customer submits complaint via email/phone

2.Acknowledgement within 24 hours

3.Investigation within 72 hours

4.Resolution within 5 working days

5.If unresolved → Escalation to operations head

7. Insurance & Liability Policy

We recommend pet travel insurance.

Moveroo’s liability is limited to:

•Misdocumentation caused by our team

•Proven negligence in handling

Airline liability follows Montreal Convention or airline-specific terms.

8. Ethical Animal Transport Code

• No sedation

•No illegal wildlife

•No banned breeds

•No cruelty/harsh training

•Humane handling at every stage

•Safe temperature-controlled routing