Last updated: October 1, 2026

1. Who these terms are between

"We" and "us" means Pet Valet. "You" means the person who asks for the quote and books the trip. By booking, you agree to these terms and to any extra terms listed on your quote. If the two differ, your quote wins for that trip.

If your employer or a relocation company is paying for the move, we need their written approval of the quote before the trip. You remain responsible for anything they do not pay.

We are an independent company. We are not part of any airline.

2. What we do

We provide local pet rides in Toronto and the GTA, door to door pet trips by road between the Toronto area and nearby cities, and pet moves by air within Canada as airline cargo. An air move can include home pickup, a ride to your vet, an airline crate, the airline cargo booking, check-in at the airport, and pickup at Pearson cargo with delivery home when your pet flies to Toronto. Your quote lists exactly what is included. Anything not listed is not included.

3. Your quote

Your quote is based on the details you gave us: the addresses, dates and times, your pet's breed, age, weight and measurements, the crate, and the services you chose. If any of these change, the price can change. We tell you the new price before we go ahead.
Air move prices are based on the airline's charges on the day of the quote. If the airline changes its charges, the route or the aircraft before we book, we tell you the new price first.
If the airline stops flying the route, or an embargo covers your date, your quote no longer applies. We send you a new one for the next suitable option.
Prices are in Canadian dollars. Tax is added on top, based on the province where the trip or move ends.
Your quote is valid for 7 days, until the date shown on it. After that, we check the price again.
Quotes are one way unless they say otherwise. Early morning, late evening, weekend and statutory holiday times cost more, and are shown in your quote when they apply.
Work you ask for that is not in your quote, such as an extra ride, extra waiting or fixing paperwork, is charged at our normal rates. We tell you before we do it whenever we can.

4. Booking and payment

When you book, we confirm the details, the dates and, for air moves, the airline space with you. Nothing is charged until we have confirmed. Payment is due in full before the trip or the flight, unless we agree something else in writing. For air moves, we may ask for a deposit before we book the airline space or order the crate. Any fees your own bank or card company charges you are yours to pay.

5. Plan ahead

For air moves, book at least two to three weeks before your preferred date. Airline space, crates and vet appointments take time to arrange. We try to help with shorter notice, but the choice of flights is smaller and we cannot promise a date.

6. Pets only in our vehicles

Our vehicles carry pets only. Owners and other people never ride along. An adult must hand your pet to our driver at pickup and be there to receive your pet at drop-off, unless we have agreed something else in writing.

On the ground, your pet rides in a carrier, in a crate or loose, depending on the pet. We agree this with you before the trip. In the air, every pet travels in an airline approved crate.

7. Air moves depend on the airline

Every air move depends on airline space, the aircraft, the weather, embargo dates, the airline's breed rules and the airline accepting your pet at check-in. The airline makes the final decision, and it can refuse a pet because of the temperature, the breed, the pet's age or health, or a pregnancy.
We never guarantee a flight, a date or a time. A booking is final only when the airline confirms it.
Airlines can add heat, cold or holiday embargoes and other limits at any time, without notice to us.
While your pet is in the airline's care, from cargo check-in until pickup, the airline's own rules and conditions of carriage apply.

8. When the airline changes plans

Airlines sometimes delay or cancel flights, change the aircraft, move a pet to another flight, or run out of space. This is outside our control, and we are not responsible for it. When it happens:

We tell you straight away and look for the next suitable flight with you.
If the new flight costs more, we tell you before we book it.
Extra rides to and from the airport, extra waiting, and boarding or kennel costs caused by the change are charged at the rates in your quote, or at cost for a kennel or vet.
If you decide not to fly after the airline cancels, we refund what the airline refunds to us, plus any service in your quote that we have not yet started.

9. Your pet's details and the crate

You must give us your pet's real weight, measurements, breed and age. Our crate size is an estimate based on what you tell us. Your pet may need a bigger crate once we see them in person, and the airline decides at check-in whether the crate fits. A bigger crate usually costs more to fly.

For snub-nosed breeds we may suggest a crate one size larger, for extra air. Some strong breeds need a reinforced crate. We tell you if this applies.

If you use your own crate, send us the brand, the model and the inside measurements before the trip, with a photo if you can. It must meet the airline's rules. We check it, but the airline makes the final call. If it is refused, a replacement crate is at your cost.

If your pet's details turn out different from what you entered, the crate and the price can change. If the airline refuses your pet because the details were wrong, the costs already paid are not refundable.

10. Health certificates and documents

Air Canada Cargo needs a vet health certificate for every pet. WestJet Cargo needs one for some pets. We tell you which applies and by when. You are responsible for getting the right documents from your vet, and for the vet's fees, unless your quote says we pay the vet for you.

The certificate must still be valid on the day of the flight. If the travel date moves, a new certificate may be needed, at your cost. The original signed documents travel with your pet, so give them to us or to the driver at pickup.

11. Your pet is fit to travel

When you book, you confirm that your pet is healthy enough to travel. You must tell us in advance about any health problems, recent surgery, medication, pregnancy, special needs, and any history of biting or aggression towards people or other animals.

Do not sedate your pet for travel unless your vet advises it, and tell us if they do. Sedation can make it harder for a pet to breathe and keep its balance, especially in the air, and some airlines need extra paperwork for it.

We may refuse or stop a trip if a pet is aggressive, seems unwell, or cannot travel safely. If this happens because information was missing or wrong, the cancellation rules below apply.

12. Road trips to other cities

Road trips are private: no other pickups on the way. The drive time in your quote is an estimate, and traffic, weather and road closures can change it. We stop for water along the way and keep you updated. An adult must be at the drop-off address at the time we agree.

13. Pickup at the other end

Someone must collect your pet from airline cargo within 4 hours of landing. If nobody does, the airline moves your pet to a kennel or a vet, and you pay those costs. Airline storage or handling charges at the arrival airport are not included unless your quote says so. Give us the name and phone number of the person collecting, and make sure they can be reached on the day.

14. Waiting, parking, tolls and cleaning

Airport cargo check-in includes 60 minutes at the airport, and arrival pickup includes 60 minutes. Vet visits include the waiting time you chose. Extra waiting is charged in 15 minute blocks, at the rate in your quote, after the trip. Parking and tolls are charged at cost.

If your pet soils the vehicle, we charge a cleaning fee after the trip, for a moderate or a severe cleanup, as shown in your quote.

15. Changes you ask for

You can ask to change the date or time. For air moves, the airline's change fees and any new vet certificate are at your cost. Rides and road trips moved at short notice follow the cancellation times below.

16. Cancellations

Local rides:

24 hours or more before pickup: free.
Between 2 and 24 hours before pickup: half the fare.
Under 2 hours before pickup, or nobody there to hand over the pet: the full fare.

Road trips to other cities: a road trip keeps a driver busy for a full day or more, so the times are longer.

72 hours or more before pickup: free.
Between 24 and 72 hours before pickup: half the price.
Under 24 hours before pickup, or nobody there to hand over the pet: the full price.

Air moves:

Before we book the airline space or order the crate: free.
After that, we keep the airline charges, any vet fees we paid for you, and the crate, unless the airline or the vet refunds us. A crate we have already delivered is yours to keep.
Less than 7 days before the flight, the Toronto rides and the airport check-in in your quote are also charged, because the driver and the time are already set.

If you use our advice and planning and then move your pet yourself or with another company, the work we have already done is not refundable.

If we have to cancel a service and you did not cause it, you do not pay for that service.

17. Emergencies and vet care

If your pet becomes ill or is injured while with our driver, we call you right away. If we cannot reach you and your pet needs urgent care, you authorize us to take your pet to the nearest available vet and agree to pay the vet's fees. When you book, you can give us your own vet's details and any limits you want us to follow.

18. Things sent with your pet

You can send a small blanket or a toy in the crate. Airline staff may remove items they do not allow, and things can come loose on the way, so we cannot be responsible for lost items. Do not send anything valuable or anything you cannot replace.

19. Photos and social media

We often send you photos and short videos of your pet during the trip. We would also love to share some of them on our website and social media. When we do, we show your pet only: never your name, your address or your home. People's faces are left out unless they agree.

If you would rather we did not share photos of your pet, tell us when you book or email us at any time. If you see a photo you want taken down, email us and we remove it.

20. Pets and services we do not handle

Birds, reptiles and other pets that are sensitive to temperature: custom quote only, and we may say no.
Breeds the airlines do not accept, or that cannot travel through Ontario.
End-of-life services, including euthanasia appointments, crematorium trips and transport of remains.
Moves outside Canada.

21. What we are responsible for

We take good care of your pet while they are with our drivers, and we are responsible for harm caused by our own carelessness. We are not responsible for:

What happens while your pet is in the care of an airline, a vet, a kennel or another company you or the airline chose, including illness, injury, loss or death from natural or accidental causes
Delays, cancellations, aircraft changes or refusals by an airline, documents lost by an airline, and events outside our control such as weather, road closures or airport problems
Illness or injury caused by a health condition your pet already had, or that we could not reasonably have prevented
Problems caused by wrong or missing information about your pet
Indirect costs, such as extra hotel nights or time off work

Nothing in these terms takes away rights you have under Ontario consumer protection law.

22. Texts and emails

We email you about your quote and your trip. We send texts only if you ticked the box to receive them. Every text tells you how to stop them: reply STOP at any time. Message and data rates may apply. See our privacy policy.

23. Changes to these terms

We may update these terms. The version on this page when you book is the one that applies to your trip.

24. Governing law

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there.

25. Contact

Questions about these terms? Email hello@petvalet.ca.

Terms of service