Important

Safety, insurance and liability

This is the page nobody enjoys writing and everybody should read. We would rather tell you plainly what we are responsible for than have you find out at the worst possible moment.

What we are, and what we are not

We introduce pet owners to travellers who are already making the drive. We hold the money, we check the drivers, and we run the service that connects you.

We are not a haulage company. We do not own vehicles and we do not employ drivers. The person carrying your pet is working for themselves, and the transport itself is between you and them.

That is not us dodging responsibility, it is what the arrangement actually is, and the price reflects it.

What we check before a driver carries a pet

• USDA registration as an animal carrier.
• Photographs of the actual vehicle, reviewed by a person.
• A climate controlled cabin. Travel trailers are refused.
• A crate of a size they have told us, which we match against the pet.
• That they currently own a pet of their own.
• One client animal at a time, enforced by the system rather than by trust.

What drivers carry

Every driver holds their own vehicle insurance, as anybody driving legally must.

Be clear about what ordinary vehicle insurance does and does not do: it covers the vehicle and the people in it. Most personal policies do not treat a passenger’s pet as cargo and will not pay out for one.

Ask your driver directly what they carry. A driver who takes this seriously will have an answer.

What your own insurance may cover

Some pet insurance policies cover illness or injury during transport. Many exclude it.

Check before you book, not after. If your policy has a travel exclusion, it is worth knowing while you still have the choice.

If your pet becomes unwell on the road

Your driver gets them to a vet. That comes first, before phone calls and before paperwork.

Then they contact you and us. You will be told what is happening as soon as your pet is safe.

This is why we insist on a phone number that actually reaches you. A driver standing in a vet’s waiting room at nine at night needs to speak to you, not leave a message.

If there is an accident

Road accidents happen, and they happen to careful people. Your driver deals with the emergency, gets your pet to safety and to a vet if needed, and then contacts you and us.

If a trip cannot be completed you are refunded in full for the part that did not happen.

Veterinary costs

If your pet needs a vet during the trip because of something that was already going on with them, that is your cost. Your driver should not be out of pocket for a condition they did not cause.

If your pet needs a vet because of something the driver did or failed to do, that is between you and the driver, and we will give you everything we hold about the trip to help you sort it out.

Tell us about existing conditions before the trip. Not after.

What we ask you to tell us in advance

• Any medical condition, current or recent.
• Any medication, with written instructions.
• Any history of biting, snapping or fear aggression. This matters enormously for somebody who will be alone with your animal for days.
• Anxiety, car sickness, or a bad history with travel.
• Anything a stranger would need to know to keep your pet calm.

Making a complaint

Call us on 479.517.0218 or email [email protected].

We keep records of every booking and every message on the site, so there is usually a clear account of what happened rather than one person’s word against another’s.

If a driver falls short of what we expect, they stop driving for us. We would rather lose a driver than have you worry about the next person’s pet.