Terms of Service

Welcome to Pearl Lemon Pets Canada (“Company,” “we,” “our,” or “us”). These Terms of Service (“Terms”) govern your use of our website (www.pearllemonpets.ca) and all services related to international pet relocation and transport between Canada and Europe.

By using our website, submitting an inquiry, or booking a relocation, you agree to be bound by these Terms. If you do not agree, please discontinue use of our website and services immediately.

1. About Pearl Lemon Pets Canada

Pearl Lemon Pets Canada operates under the Pearl Lemon Group, an international organization founded in 2016 that provides global service-based solutions. Our division specializes in pet relocation services from Canada to Europe, including transportation logistics, documentation support, customs coordination, and premium care options.

These Terms establish the legal agreement between you (the “Client”) and Pearl Lemon Pets Canada, defining rights, responsibilities, and limitations applicable to our services.

2. Acceptance of Terms

By using our website, requesting a quote, or engaging our services, you:

Confirm that you are at least 18 years old or legally authorized to enter into a binding agreement.
Agree to comply fully with these Terms, our Privacy Policy, and any additional agreements provided in writing.
Understand that your continued use of our services signifies acceptance of all current and future revisions of these Terms.

If you are acting on behalf of a company, organization, or other legal entity, you represent that you have the authority to bind that entity to these Terms.

3. Services Provided

Pearl Lemon Pets Canada offers a range of pet relocation and transport services, including:

International pet transport from Canada to Europe.
Documentation assistance (CFIA certifications, veterinary records, EU entry paperwork).
Airline booking and flight coordination under IATA Live Animal Regulations.
Customs clearance and import/export processing.
Optional premium services such as VIP Concierge Handling and Luxury Boarding & Pre-Flight Care.
Door-to-door or airport-to-airport transport.

We reserve the right to modify, add, or discontinue services at any time without prior notice.

4. Client Responsibilities

To ensure a smooth and compliant relocation, clients must:

Provide accurate and complete information regarding themselves and their pets.
Ensure pets meet all vaccination, microchipping, and health certificate requirements.
Disclose any medical conditions, behavioral issues, or special handling needs in advance.
Submit required documents (veterinary certificates, permits, identification, etc.) by the specified deadlines.
Make timely payments as outlined in their service agreement or invoice.
Follow instructions provided by Pearl Lemon Pets Canada, veterinarians, and airline partners.

Failure to comply with these requirements may result in delays, additional costs, or cancellation of services without refund.

5. Booking, Quotes, and Payments

a. Quotes

All price quotes are valid for 30 days from the date issued and are based on the information provided at the time of inquiry. Any changes in pet details, travel dates, or routes may result in a revised quote.

b. Bookings

A relocation is confirmed only once the deposit payment and required documents are received. No services will commence until written confirmation is provided by Pearl Lemon Pets Canada.

c. Payments

Payments are accepted via secure online transfer, credit card, or other approved methods.
A non-refundable deposit (typically 50%) is required at the time of booking.
The remaining balance must be paid before departure, unless otherwise agreed in writing.
Late or missed payments may delay or suspend services.

d. Currency and Taxes

All prices are in Canadian Dollars (CAD) unless otherwise specified. Applicable taxes, surcharges, or third-party fees (e.g., airline costs) will be included in your invoice.

6. Cancellations and Refunds

We understand that relocation plans can change. However, due to the complexity of international transport, the following policies apply:

Before documentation begins: Cancellations made before paperwork or bookings are initiated may be eligible for a partial refund (minus administrative fees).
After documentation or bookings begin: Deposits become non-refundable once we start processing CFIA forms, airline reservations, or veterinary scheduling.
Within 14 days of travel: No refunds are provided, as costs for flights, documentation, and handling are already incurred.
Postponements or date changes: Subject to airline availability and administrative fees.

Refunds, if applicable, will be processed within 14 business days after written confirmation.

7. Service Limitations

While we take every measure to ensure successful relocation, certain conditions are outside our control:

Flight cancellations or delays caused by airlines, weather, or security events.
Quarantine or customs delays due to destination country requirements.
Health complications arising from pre-existing medical conditions or travel stress.
Unforeseen border restrictions, government actions, or public emergencies.

In such cases, we will make every reasonable effort to resolve the issue; however, Pearl Lemon Pets Canada is not liable for financial loss, emotional distress, or consequential damages resulting from circumstances beyond our control.

8. Health, Safety, and Compliance

We comply with all applicable CFIA, IATA Live Animal Regulations, and European Union import standards. Clients are responsible for ensuring their pets meet all vaccination, identification, and health certification requirements before travel.

Pearl Lemon Pets Canada reserves the right to refuse transport for:

Pets deemed unfit for travel by a licensed veterinarian.
Animals displaying aggressive or unsafe behavior.
Pets whose documentation fails to meet destination import standards.

Any costs incurred from denied boarding or customs refusal will be the client’s responsibility.

9. Customs and Import Requirements

Each destination country has unique import regulations, including health certificate formats, microchip standards, and quarantine rules.

Pearl Lemon Pets Canada assists clients with guidance, coordination, and documentation, but final compliance responsibility rests with the pet owner. Customs delays or denials caused by incomplete paperwork, vaccination errors, or undisclosed medical issues are not covered by our liability.

10. Travel Crates and Equipment

All pets must travel in IATA-compliant carriers.
Clients may:

Provide their own approved carrier, or
Purchase or rent one through Pearl Lemon Pets Canada.

Carriers must allow pets to stand, turn, and lie down comfortably. Improper crate sizing or non-compliance with airline standards may lead to denied boarding — in such cases, the client bears all resulting costs.

11. Premium and Add-On Services

Clients who choose VIP Concierge Handling or Luxury Boarding & Pre-Flight Care will receive additional services such as:

Priority transport handling
Personalized supervision and updates
Boarding in temperature-controlled facilities
Extended pre-flight comfort care

These services are optional and subject to availability. Fees for premium services are non-refundable once scheduled or rendered.

12. Insurance and Liability

a. Insurance

Pearl Lemon Pets Canada maintains standard liability insurance for professional operations. However, we recommend clients purchase separate pet travel or relocation insurance for additional coverage, as standard liability does not include compensation for loss, illness, or injury caused by external factors.

b. Limitation of Liability

To the maximum extent permitted by law:

Pearl Lemon Pets Canada’s total liability shall not exceed the total service fee paid by the client.
We are not responsible for indirect, incidental, or consequential damages (including emotional distress or loss of income).
We are not liable for incidents arising from airline actions, customs enforcement, weather, or client error.

c. Force Majeure

We are not liable for delays or cancellations resulting from natural disasters, strikes, government restrictions, pandemics, or any situation beyond reasonable control.

13. Privacy and Data Protection

Your privacy is important to us. All personal and pet-related data collected during the relocation process is handled according to our Privacy Policy, which complies with PIPEDA (Canada) and GDPR (Europe).

We collect only the data necessary to complete your relocation, and we never sell or rent your information to third parties.

14. Communication and Updates

We maintain open communication with clients throughout the relocation process. Updates are provided via:

Email correspondence
Phone calls or text messages
WhatsApp or other secure messaging (if applicable)

Clients are responsible for providing accurate contact details and monitoring communications, especially near the date of departure.

15. Intellectual Property

All content on www.pearllemonpets.ca — including text, graphics, images, logos, and service descriptions — is the property of Pearl Lemon Group or its affiliates.

You may not copy, modify, reproduce, or distribute any website content without prior written consent. Unauthorized use may result in legal action.

16. Reviews and Testimonials

By submitting testimonials, reviews, or feedback, you grant Pearl Lemon Pets Canada a non-exclusive, royalty-free license to use, reproduce, and display that content for marketing purposes. Personal details will not be shared without your consent.

17. Indemnification

You agree to indemnify and hold harmless Pearl Lemon Pets Canada, its affiliates, officers, and employees from any claims, damages, or losses arising out of:

Your breach of these Terms.
Misrepresentation of information provided.
Non-compliance with import/export regulations.
Negligence or misconduct during the relocation process.

18. Dispute Resolution

Any dispute arising under these Terms shall first be resolved through good-faith negotiation between the parties.

If unresolved, the dispute shall be submitted to binding arbitration under the laws of Ontario, Canada. Each party shall bear its own costs unless otherwise determined by the arbitrator.

Judgments on arbitration awards may be entered in any court of competent jurisdiction.

19. Governing Law

These Terms are governed by and construed in accordance with the laws of Ontario, Canada, and applicable federal laws. Any disputes not subject to arbitration shall be heard in the courts located in Toronto, Ontario.

20. Modifications to Terms

We reserve the right to update or modify these Terms at any time. The updated version will be posted on this page with a revised “Effective Date.”

Continued use of our services after any updates constitutes acceptance of the new Terms.

21. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

22. Entire Agreement

These Terms, along with our Privacy Policy and service-specific agreements, constitute the entire understanding between Pearl Lemon Pets Canada and the client. They supersede all prior communications or agreements, written or verbal.

23. Contact Information

For any questions regarding these Terms or your service agreement, please contact us at:

Pearl Lemon Pets Canada
Email: support@pearllemonpets.ca
Website: www.pearllemonpets.ca
Address: Toronto, Ontario, Canada

Acceptance of Terms

By using our website, submitting a quote request, or engaging in any relocation service with Pearl Lemon Pets Canada, you acknowledge that you have read, understood, and agreed to these Terms and Conditions in their entirety.

Your trust is central to our work — and your pet’s safety is our highest priority.