Refund & Cancellation Policy

Effective Date: February 23, 2026

At Elite Pet Transportation, we understand that plans can change. This policy outlines our terms for cancellations, refunds, and deposits. Please read this policy carefully before booking our services.

1. Deposit Policy

A 50% deposit of the total quoted price is required to confirm your booking. The remaining balance is due 48 hours before pickup, unless otherwise agreed in writing. Deposits are non-refundable except as described in the cancellation terms below.

2. Cancellation by Customer

Before Pickup

• 7 or more days before scheduled pickup: You will receive a full refund of your deposit.
• 3 to 6 days before scheduled pickup: You will receive a 50% refund of your deposit.
• Less than 3 days before scheduled pickup: The deposit is non-refundable. Our drivers and vehicles have already been scheduled and allocated for your transport.

After Pickup

Once your pet has been picked up and transport has begun, no refunds will be issued. If you need to change the delivery location or timing after pickup, please contact us as soon as possible. We will do our best to accommodate changes, but additional fees may apply.

3. Cancellation by Elite Pet Transportation

In rare circumstances, we may need to cancel or reschedule a transport due to:

• Severe weather conditions that pose a safety risk.
• Vehicle mechanical issues or breakdowns.
• Health or safety concerns regarding the pet (e.g., signs of illness at pickup).
• Inaccurate information provided by the customer about the pet or locations.

If we cancel transport for reasons within our control, you will receive a full refund of all payments made, including the deposit. If the cancellation is due to inaccurate information provided by the customer, our standard cancellation terms apply.

4. Refund Timeline

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used for the transaction.
• Please allow 5 to 10 business days for the refund to appear on your statement, depending on your financial institution.
• You will receive an email confirmation once your refund has been processed.

5. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Cancellation made less than 3 days before the scheduled pickup date.
• Cancellation made after the pet has been picked up and transport has begun.
• No-show at the scheduled pickup location without prior notice.
• Cancellation due to the customer failing to provide required documentation (vaccination records, health certificates, etc.).
• Cancellation due to the pet exhibiting aggressive behavior that makes transport unsafe.

6. Rescheduling

If you need to reschedule your transport rather than cancel:

• 7 or more days before pickup: Rescheduling is free, subject to availability.
• Less than 7 days before pickup: A rescheduling fee of $50 may apply.

Rescheduled bookings are subject to availability and may result in a price adjustment if the new dates or route differ from the original booking.

7. How to Request a Cancellation

To request a cancellation or refund, please contact us as soon as possible:

• Email: cordell@elitepettransportation.com
• Phone: (330) 690-6063

Please include your booking confirmation number, the name on the booking, and the reason for cancellation. We will respond within 1 business day to confirm your cancellation and any applicable refund.

8. Disputes

If you believe a refund has been incorrectly denied, please contact us directly. We will review your case and respond within 3 business days. If we are unable to resolve the dispute, you may contact your payment provider to initiate a chargeback, though we encourage direct communication first.

9. Contact Information

If you have questions about this Refund and Cancellation Policy, please contact us:

• Email: cordell@elitepettransportation.com
• Phone: (330) 690-6063
• Business: Elite Pet Transportation, a DBA of Parking House Holdings LLC