Refund & Cancellation Policy

Last updated: 4 July 2026

This policy explains how you can change or cancel a pet-transport booking with petransport.eu (Eco Glow sp. z o.o.), and how and when refunds are made. It forms part of our Terms & Conditions. We plan every trip around a specific pet and date, so please read it before you pay.

1. Deposit and balance

Depending on the plan, we take a deposit when you book to reserve your date and plan the route, and the balance is due before or on completion of the trip. The exact deposit and balance are shown on your booking before you pay.

2. Changing your date (rescheduling)

Pets come first, so we try to be flexible. You can ask to move your trip to another date:

• 7 or more days before the agreed pickup date — we reschedule once free of charge, subject to availability.
• Less than 7 days before — we will still try to help, but a repeated change may incur a reasonable re-planning fee, shown to you before it applies.

3. Cancelling your booking

If you cancel, the following applies (based on how much notice you give before the agreed pickup date):

• More than 14 days before — full refund of everything you have paid, including the deposit.
• 7 to 14 days before — the deposit is retained to cover the date we reserved and the route planning already done; anything paid above the deposit is refunded.
• Less than 7 days before, or a no-show — the deposit is retained, and any additional costs we have already committed on your behalf may be charged. Any remaining balance you paid is refunded.

These deadlines do not affect your statutory right of withdrawal in section 5 below, and we always refund in full when the reason for cancelling is on our side (section 4) or the service was not as described (section 6).

4. If we cancel or cannot perform the trip

If we cancel, or cannot carry out the trip on the agreed date and cannot agree a new date with you, you receive a full refund of everything you have paid for that trip. We are not responsible for delays or cancellations caused by events outside our reasonable control (for example weather, border or customs decisions, or a pet found not fit to travel), but in those cases we still offer a new date or a refund of amounts not already reasonably spent.

5. Your 14-day right of withdrawal (EU consumers)

As a consumer buying online, you normally have the right to withdraw from the contract within 14 days of booking, without giving a reason. To use it, tell us within 14 days using the details below or the model withdrawal form at the end of this page.

Important exceptions for date-specific transport:

• If you ask us to start the service before the 14 days end (for example to reserve a near date or begin route planning) and you expressly agree to this and acknowledge that you lose the right of withdrawal once the service is fully performed, then you cannot withdraw after it is completed. If you withdraw part-way through, you pay a fair amount for what we have already done.
• Bookings tied to a specific travel date or period may be excluded from the right of withdrawal under EU consumer law, as it does not apply to transport services provided on a specific date.

Where the right of withdrawal applies and no exception is triggered, we refund you in full.

6. If the service was not as described

If we do not deliver the service we agreed, or it is materially not as described, you are entitled to a remedy, which may include a full or partial refund, as required by consumer law and card-scheme rules — regardless of which card type you used.

7. How and when refunds are made

• Refunds are always returned to the original payment method (the card or account you paid with). We do not refund in cash.
• We process approved refunds without undue delay, and normally within 14 days. The time for the money to appear depends on your bank or card provider.
• Please request any refund as soon as possible, and no later than 90 days after the trip date, so it can be handled under the payment provider’s rules.

8. How to cancel or request a refund

Email hello@petransport.eu or message us on WhatsApp at +48 570 566 292 with your name, booking date and route. We confirm every request in writing. Please contact us before disputing a charge with your bank — we can almost always sort it out faster directly.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Eco Glow sp. z o.o., ul. Grunwaldzka 35, 36-040 Boguchwała, Poland, hello@petransport.eu

I/We hereby give notice that I/We withdraw from my/our contract for the following service:
— Service booked (route and date): __________
— Ordered on / booked on: __________
— Name of consumer(s): __________
— Address of consumer(s): __________
— Date: __________