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Terms & Conditions

Terms and Conditions

Effective Date: 9 August 2026

These Terms and Conditions apply to services provided by EKM Veterinary Group Ltd, trading as The Pet Passport Co. ("The Pet Passport Co.", "we", "us" or "our").

By booking or using our services, you agree to these Terms and Conditions.

1. Our Services

The Pet Passport Co. provides veterinary certification services relating to pet travel, including Animal Health Certificates (AHCs), Export Health Certificates (EHCs) and other associated pet travel documentation.

Services may be provided by home visit, collection point appointment or another agreed location.

Animal Health Certificates and other veterinary certificates are issued only where the attending Official Veterinarian is satisfied that the relevant legal and certification requirements have been met.

Booking and payment for an appointment does not guarantee that a certificate can be issued. The veterinarian retains professional responsibility for determining whether the animal and supporting documentation meet the applicable requirements.

2. Client Responsibilities

You are responsible for providing complete, accurate and up-to-date information relating to your pet, its veterinary history and your intended journey.

This includes, where applicable:

  • owner and authorised traveller details;

  • the pet's microchip information;

  • rabies vaccination records;

  • relevant clinical records;

  • travel dates;

  • the first country of entry;

  • destination details; and

  • any other information requested for certification.

You must inform us as soon as possible if any information supplied to us changes.

You must be the owner of the pet or have appropriate authority to act on the owner's behalf.

Providing incorrect, incomplete or late information may result in the certificate being delayed or being unable to be issued.

3. Pet Travel Requirements

Pet travel requirements vary depending on the destination, route, residency of the owner, purpose of travel and individual circumstances.

We will prepare veterinary certification based on the information provided to us and the requirements applicable to the journey being certified.

You remain responsible for ensuring that you meet:

  • the entry requirements of your destination;

  • the requirements of any countries through which you transit;

  • the requirements for returning to Great Britain;

  • transport operator requirements; and

  • any other immigration, customs or travel requirements that do not form part of veterinary certification.

Pet travel regulations can change at short notice.

Where circumstances are unusual or additional requirements apply, further documentation, veterinary treatment, testing or certification may be necessary.

4. Animal Health Certificate Eligibility

For an Animal Health Certificate to be issued, your pet must meet the applicable pet travel requirements.

This normally includes having a compliant microchip and valid rabies vaccination, together with satisfactory supporting evidence.

An AHC must normally be issued within the permitted period before the pet enters the EU. Current UK Government guidance states that an AHC is valid for initial entry into the EU for 10 days from the date of issue.

The attending Official Veterinarian has final responsibility for deciding whether sufficient evidence is available to issue the certificate.

5. Supporting Veterinary Records

We may require veterinary clinical records or other evidence directly from your registered veterinary practice.

By using our service, you agree to provide any authorisation reasonably required for us to obtain or verify records relevant to certification.

Where required records or vaccination evidence are not received in sufficient time before the appointment, we may be unable to issue the certificate as planned.

It is the client's responsibility to ensure requested information is supplied promptly.

6. Prices and Payment

The price payable is the price displayed or otherwise agreed at the time of booking.

Current prices are available on our website and may vary depending on:

  • location;

  • type of certificate;

  • home visit or collection point appointment;

  • urgency;

  • number of pets;

  • distance travelled; and

  • any additional services required.

Additional travel charges may apply to home visits outside our standard service area. Where applicable, these will be communicated before the additional charge is taken.

Payment is normally required when booking unless otherwise agreed.

We reserve the right to change our prices at any time. Changes will not normally affect bookings that have already been confirmed and paid for unless the client subsequently requests a change to the service.

7. Urgent Appointments

An urgent fee may apply where an appointment or certificate is requested at short notice.

Availability of an urgent appointment does not override veterinary or legal requirements.

We cannot issue a certificate where the relevant requirements have not been met simply because travel is imminent.

8. Cancellations

Our standard cancellation policy applies in addition to any statutory consumer rights you may have.

More than 48 hours before the appointment

You may cancel your appointment more than 48 hours before the scheduled appointment time.

Where an administration or cancellation charge applies, this will be communicated as part of the booking conditions.

Within 48 hours of the appointment

Appointments cancelled within 48 hours of the scheduled appointment may be charged in full or may not be eligible for a refund.

This reflects veterinary availability, preparation of certification paperwork and appointment capacity reserved specifically for your booking.

Missed appointments

If you fail to attend an appointment, are unavailable when the veterinarian attends the agreed location, or cannot proceed because the pet or required documentation is unavailable, the appointment may be treated as a missed appointment and charged in full.

9. Rescheduling

Appointments may normally be rescheduled without charge where at least 24 hours' notice is provided, subject to availability.

Changes requested within 24 hours may be treated as a late cancellation and rebooking.

Where changing the appointment requires certification paperwork to be amended, replaced or re-prepared, an additional administration fee may apply.

10. Online Booking Cancellation Rights

Where you book our services online, by telephone or otherwise at a distance, you may have statutory cancellation rights under UK consumer law.

If you ask us to provide the service during any applicable statutory cancellation period, you expressly request that performance of the service begins before that cancellation period has expired.

Where the service has already begun at your request and you subsequently exercise a statutory right to cancel, you may be required to pay a reasonable amount for the services already supplied.

Where the service has been fully performed following your express request for it to begin during the statutory cancellation period, your statutory right to cancel may no longer apply.

Nothing in these Terms affects your statutory consumer rights.

11. Certificates That Cannot Be Issued

The attending veterinarian may decline or postpone certification where they reasonably believe that:

  • the pet cannot be reliably identified;

  • the microchip information does not correspond with the records provided;

  • rabies vaccination evidence is insufficient or non-compliant;

  • a required waiting period has not elapsed;

  • required supporting documentation is unavailable;

  • information provided appears incorrect or inconsistent;

  • the animal does not meet the requirements of the relevant certificate; or

  • issuing the certificate would conflict with the veterinarian's professional or legal obligations.

Where certification cannot proceed because information supplied by the client was incorrect, incomplete or unavailable, appointment and administration charges may still apply.

12. Travel Disruption and Refused Travel

We take reasonable care to prepare certification accurately in accordance with the information available to us and the applicable requirements at the time of certification.

However, we cannot guarantee that a transport operator, border authority or competent authority will permit travel.

We are not responsible for losses arising from circumstances outside our reasonable control, including:

  • changes to government or international travel requirements;

  • border closures or delays;

  • transport cancellations;

  • carrier-specific rules;

  • incorrect information supplied by the client;

  • failure to obtain required treatments or documentation;

  • travel outside the permitted certification timeframe; or

  • decisions made by border, customs or other competent authorities.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

13. Errors in Documentation

You should check the information on your certificate when it is issued and contact us immediately if you believe anything is incorrect.

If an error attributable to us is identified, we will take reasonable steps to correct or replace the documentation where legally and practically possible.

We cannot accept responsibility for errors resulting from incorrect information supplied to us by the client or another third party.

14. Veterinary Professional Responsibility

All veterinary certification is undertaken in accordance with the professional obligations of the individual veterinary surgeon.

Nothing in these Terms requires an Official Veterinarian to sign, stamp or issue a certificate where they are not professionally satisfied that the relevant certification requirements have been met.

15. Limitation of Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

Subject to those limitations, we will not be responsible for losses that were not reasonably foreseeable when the contract was entered into or for losses arising from circumstances outside our reasonable control.

If you are a consumer, your statutory rights are not affected.

16. Data Protection and Confidentiality

We process personal information and veterinary records in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

Further information about how we collect, use, store and share personal information is available in our Privacy Policy.

We may share information where reasonably necessary with individuals and organisations involved in providing the booked service, including attending veterinary surgeons and relevant service providers, or where required by law or a competent authority.

17. Photographs and Copies of Documentation

We may retain copies or scans of certificates and supporting veterinary documentation where reasonably required for clinical, regulatory, administrative, insurance or record-keeping purposes.

These records will be handled in accordance with our Privacy Policy and applicable data protection requirements.

18. Events Outside Our Control

We will not be responsible for delays or failure to provide a service caused by events outside our reasonable control.

These may include severe weather, illness, transport disruption, road closures, veterinary unavailability, government system failures or other exceptional circumstances.

Where possible, we will attempt to offer a reasonable alternative appointment or solution.

19. Complaints

If you are unhappy with any aspect of our service, please contact us as soon as possible so that we have an opportunity to investigate and respond.

Complaints should be sent using the contact details provided on our website.

20. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes to our services, pricing, legislation or pet travel requirements.

The Terms applicable to your booking will normally be those in force when the booking is made.

21. Governing Law

These Terms and Conditions are governed by the laws applicable in the United Kingdom.

If you are a consumer, you retain any mandatory rights regarding where legal proceedings may be brought under applicable consumer law.

The Pet Passport Co.
A trading name of EKM Veterinary Group Ltd

Last updated: 9 August 2026

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