Our Policies

We understand that plans change, and we'll always work with you as compassionately as possible.

• Cancellations made 72+ hours before scheduled pickup: Full refund of deposit.

• Cancellations made 48–72 hours before pickup: 50% refund of deposit.

• Cancellations made within 48 hours of pickup: Deposit is non-refundable.

• No-shows on pickup day: Full trip fee is charged.

If you need to cancel or reschedule, please contact us as early as possible. We'll do everything we can to find a solution that works for you.

• A 50% refundable deposit is required at the time of booking to secure your date.

• The remaining balance is due at drop off..

• Accepted payment methods: Venmo, Zelle, PayPal, CashApp, Chime, and Cash (drop off only).

• We do not accept personal checks.

• Prices are finalized at the time of booking and will not change unless the trip details change significantly (e.g., added pets, significant route change).

To ensure the safety of all animals in our care, please review these requirements before booking:

• All pets must be current on core vaccinations (rabies vaccination required at minimum).

• A Certificate of Veterinary Inspection (health certificate) may be required for interstate travel. We'll advise you on your specific route.

• All pets must be transported in an approved carrier or crate for the duration of the journey.

• Pets exhibiting aggressive behavior toward humans or other animals may be declined for transport.

• Pets with active illness or untreated conditions may be declined for the safety of other animals.

• Please disclose all behavioral or medical concerns at the time of booking.

• Crystal & Sophie’s Pet Transport is not a licensed veterinary service.

• In the event of a pet health emergency during transport, we will immediately contact the owner and seek emergency veterinary care if necessary.

• The pet owner is responsible for any veterinary costs incurred during transport.

• We strongly recommend all pets receive a veterinary health check before long-distance travel.

• Please inform us of any pre-existing conditions, medications, or special health needs before the trip.

• Crystal & Sophie’s Pet Transport carries full business general liability insurance on all transports.

• We are not liable for pre-existing health conditions, stress-related illness, or medical events resulting from a condition that existed before transport.

• We are not liable for damage to personal items placed inside carriers or crates.

• Transport of animals with known serious health conditions is at the owner's sole risk. We recommend consulting your veterinarian before booking.

• In the unlikely event of an incident, we will document everything fully and cooperate completely with you and your insurance providers.

• All pets travel in Crystal's fully equipped, climate-controlled vehicle.

• The vehicle is cleaned and sanitized between every transport.

• No smoking is permitted in the vehicle at any time.

• All pets are secured in their carriers/crates throughout the journey.

• We comply with all applicable state and federal transportation regulations for each route.

• Rest stops are made regularly — at minimum every 3 hours — for water, walking, and welfare checks.