Please ensure that you have read ALL the information on the site relating to the transport of your animal with ALStrays Transport. In submitting a booking request you are confirming that you have read these terms and conditions, the relevant information on the site, and that you are in agreement with everything.
We enforce these terms 100%, no exceptions, and to be clear not reading them is no defence!
ALL booking must be made through the correct booking form on the site, and confirmed by us with unique booking reference by email.
The person submitting the booking form will be responsible for ensuring the accuracy of the information provided, that the funds are in place to pay for the transport, and they will be the single point of contact for arranging the booking. They will be provided with access to the password protected Transport Page, along with the people named on the booking form. It is their responsibility to ensure that anyone involved in the pick up or drop off is aware of the details, accesses the Transport Page and completes the Confirmation Form to gain access to the Tracking Page which is the only place that people will see the Schedule, Live Tracking and receive Uddates throughout the journey.
IF changes need to be made to a booking after it has been submitted then these must be emailed to email@example.com by the person who made the booking originally. Once we have closed the Transport List (a week before the Transport) we will not accept any changes that require a change to the agreed and confirmed schedule, and once we have submitted our paperwork (Thursday before the Saturday departure) we will not accept any changes at all.
We DO NOT accept provisional bookings under any circumstances.
A 25% non refundable deposit is required to secure your booking, and until this is paid your booking is not confirmed and could be allocated to another enquiry as we operate a ‘first come first served’ system.
Payment in full is required SEVEN days in advance of the transport date (Preferred Travel Partners have separate terms) and if payment is not received we reserve the right to re-allocate your space to another animal.
You MUST ensure that you pay any fees (Bank, PayPal etc) when transferring funds as unless we receive the full price your transport will not have been paid for.
IF you are booking multiple animals on one transport i.e. 2 or more then we will require payment in FULl at the time of booking.
The person making the booking is responsible for ALL the paperwork relevant to the transport: Pet Passport, Pet Microchip registration (we must have the pink copy of the registration form with the passport), TRACES document, Declaration of Owner, Confirmation Form etc. We will not accept an animal on board if there are ANY issues with the paperwork, nor will we provide a refund.
The person making the booking is responsible for ensuring that we have all the contact details for the pick up and drop off, and that the people concerned have read and understood the terms and conditions. In particular if we have arranged a meeting point you must be prepared to watch the updates on the Tracking Page and arrive up to 2 hours early. We have to build contingency into the schedule but if we get a good run we can be early. It is unsafe for us to park at the side of the road for long periods with animals on board and it is unfair on everyone else on the transport if you delay them receiving their pets earlier.
If the person dropping off or collecting an animal misses the allocated or revised time they will have to come and catch us up!
Once we have accepted the animal on board it becomes our responsibility so we will check the paperwork and microchip before loading the animal. In the event that the pet isn’t allowed into the UK due to an issue with their passport then we will cover any kennel costs and the cost of returning the pet to the point we collected it in Spain. Please note this ONLY relates to an issue with the passport NOT an issue caused by an unregistered pet, or a incorrect or unprocessed TRACES form.
In the event that an animal is refused entry because it isn’t registered or the certificate is wrong the person who made the booking will be 100% responsible for any and all costs resulting, including if we have to turn round and reimburse everyone.
If for example the dog becomes too ill to travel, or is deemed a dangerous breed etc then we can not accept responsibility.
Tip: DO NOT try to alter any paperwork yourself. In the event of a mistake ask a vet to clearly cross out the original entry and redo it along with their stamp and signature.
If you have multiple animals on one TRACES certificate and one can’t travel you must get an amended certificate or a letter from the vet explaining why the animal isn’t traveling. We can not travel with less than the number of animals on a certificate so without the letter none of the animals can travel and you will not be refunded. Same applies if one animals details are incorrect. Not only will it be unable to travel, but neither will all other animals on the certificate. And again, no refund.
We MUST have all the paperwork completed and submitted seven (7) days prior to the transport in order that we can complete the schedule and give everybody time to make their arrangements. We also need to submit the route for TRACES so once we have ‘closed’ the transport page (seven (7) days before the transport) there can be no additions.
While it is totally optional that you submit copies of pet passport (for animals traveling to the UK please bear in mind that any issues with the passport and we can not load your pet. IF you are sending the animal to us via courier it is MANDATORY that we have received and confirmed the pet passport is correct before you send the animal, as we can not accept an animal if we have not confirmed the pet passport is correct)
Preparing Your Pet For Transport
Please ensure that all animals have been treated for fleas, ticks and ear mites, and that all dogs have been tested for leishmania. Although this is not a DEFRA requirement it is something that we insist on for all dogs that travel with us. It is also mandatory that all dogs travelling across an EU border on one of our transports are wormed 1-5 days prior to transport. To avoid any doubt or risk to transport we insist on this and publish a suggested worming date on each transport page. As we regularly run transports to Europe and UK these conditions are for the welfare of the animals.
We will only transport rescue animals from either an approved rescue association or a foster home NOT directly from a Perrera. TRACES is required for ALL rescue animals being re-homed which means that the association sending the animal must a) be registered for TRACES and b) be the registered owner. One key aspect of TRACES is that it provides the authorities the ability to ‘trace’ the ownership (and exchange of ownership) of the animal so that in the event of illness etc the original owner can be contacted and the medical and treatment history of the animal be provided. If an animal has gone straight from a Pererra this just isn’t possible, and in addition there is not enough knowledge of the animal to assess how it will travel (or indeed react in a new home but that is a separate issue as we believe that animals should only be re-homed from experienced rescue facilities or foster homes so the true nature of the animal has been assessed over a period of time and in a variety of situations). If an animal goes from a Perrera to a ‘TRACES Registered Facility’ for 48 hours and then on a transport that is an abuse of the TRACES system and puts the animals welfare at risk along with the licenses of the transporter and any association involved in the re-homing and we are not your transport company if that is how you want to do things.
Transporting Your Animal
ALL dogs must travel in our cages so we know the configuration of boxes and cages on each transport. We use three sizes of cage depending on the size and number of dogs traveling: 109x69x75cm, 89x60x66cm and 78x55x61cm. Please confirm the size of your dog when making your booking.
Please check with us regarding the size of the dog as we pre load a number of specific cages depending on the number and sizes of dogs we are transporting so if your dog is bigger than we are expecting we can’t guarantee to take it. If the dog is significantly larger than stated on the booking form we reserve the right not to take it, and no refund will be given. It is the responsibility of the person booking the transport to be comfortable with the size of the cages as only you know the exact size of the dog. If when we collect the dog it is in our opinion too large for the designated cage we reserve the right to not take the dog or to charge extra if space allows.
The cat boxes MUST be approved in advance, so if you have any doubts please check this page for the dimensions that we can accept, and the water bowl MUST be fitted securely INSIDE the box (please use cable wraps to secure) but empty, and the cat should not have been fed since 6pm the night before.
In the unfortunate situation of an animal becoming ill on route we will divert to the nearest possible vet for treatment and will take their advice and their advice alone as to the necessary course of action. We will inform the owner at all times and will update the schedule for the other customers as soon as possible on the Transport Page.
Do NOT sedate your animal in any way prior to travel. We do not agree with this and will refuse to transport the animal and you will have to pay the full price.
IF in the unfortunate event that a pet we transport doesn’t settle in the UK and needs to be returned to Spain we will do this for FREE for cats and dogs that we have transported to the EU and UK that paid the then current listed price. And you will need to sort out TRACES for a returning rehomed pet.
Do not muzzle your dog. As we need to feed and water the dog en route if it is so dangerous that it requires a muzzle we can’t take it.
Please provide an adequate lead and collar/harness. We use our own leads during the transport and carry enough for one per dog should an emergency arise BUT we do need all dogs to travel with a collar or harness as we can not provide leads to people receiving the dogs.
Picking Up and Dropping Off Your Pet
We use set pick up locations and regular drop off locations, as well as delivering the majority of animals to the door in the UK. WE do need people to be flexible in order that we minimise the transport time for the animals, so please be prepared (and able) to travel up to 2 hours to drop off or pick up your cat or dog.
We provide a Tracking Page which is password protected and provides the Schedule, Updates and Live Tracking and it is mandatory that anyone involved in the pick up or drop off for an animal completes this as we WILL NOT transport an animal if we have not received confirmation that people will follow our updates, and react as necessary. It is simply unfair on the other animals, owners and drivers when a transport is delayed because someone didn’t follow the updates, so we try and minimise this by making it a condition of booking with is that people commit to accessing the Tracking Page.
If this is not possible for you please do not book with us.
We are an online business with respect to our communication (we simply can’t handle the volume of phone calls involved with organising and delivering the animals) so you will be required to have read the information on the site, make your booking on line, fill in all relevant forms online, and follow the updates and live tracking online so that you can adjust your plans accordingly if our schedule changes during a transport.
If this is not possible for you please do not book with us.
In the event that we have to re-arrange a transport due to illness, weather, industrial action, acts of god, mechanical break down i.e. anything outside of our control we will NOT provide a refund but we will re-schedule the transport for the first available date.
In the event that we decide to cancel a transport i.e. not enough bookings, then we will provide a full refund to those already booked on.
In the event that you cancel your booking, for any reason we will NOT provide a refund but IF we can fill the space we will pay you what we receive for the new booking, up to the value of your own booking, less the 25% non refundable deposit.
In brief our refund policy is: in the event that we cancel your booking (for reasons within our control) we will provide a full refund. In the event that an animal is too sick to travel we will allocate it a space on our next available transport. In the event that the animal can’t travel because of issues with paperwork, non arrival at pick up location etc we will not provide a refund, nor will we allocate a space on our next available transport.
Our fault, we pay. Animals illness, we reallocate. Your fault, you pay.
IF YOUR PET CAN NOT BE TRANSFERRED BECAUSE YOU HAVE NOT ADHERED TO OUR TERMS & CONDITIONS THEN NO REFUND WILL BE PROVIDED. IT IS YOUR RESPONSIBILITY TO ENSURE YOU HAVE READ THE TERMS & CONDITIONS AS WHEN YOU MAKE YOUR BOOKING YOU HAVE CONFIRMED THAT YOU HAVE READ THEM AND CAN ADHERE TO THEM