Refund Policy

Overview

We understand that plans change. This Refund Policy explains your options if you need to cancel or modify a confirmed booking with PAX Pet Transport (operated by Tres Gauchos LLC). All cancellation requests must be submitted in writing by emailing help@paxpettransport.com. The cancellation date is the date we receive your written request.

1. Cancellation Windows and Refunds

Refunds are issued to the original payment method within 5–10 business days of approval. Payment processing fees charged by Stripe are non-refundable in all cases.

2. Rescheduling

We will make every reasonable effort to accommodate rescheduling requests at no additional charge, subject to driver availability. Rescheduling requests made less than 48 hours before the scheduled pickup may be treated as a cancellation and re-booking, in which case the cancellation policy above applies to the original booking.

To request a reschedule, email help@paxpettransport.com as early as possible.

3. Cancellations Initiated by PAX Pet Transport

In the unlikely event that we must cancel a confirmed booking due to circumstances on our side (e.g., driver unavailability, vehicle issues), we will notify you as soon as possible and issue a full refund of all amounts paid. We will also make reasonable efforts to help you find an alternative arrangement.

4. Force Majeure

Neither party shall be liable for delays or failure to perform resulting from circumstances beyond reasonable control, including but not limited to: severe weather events (blizzards, hurricanes, flooding), natural disasters, road closures ordered by government authorities, civil unrest, acts of war, or government-mandated travel restrictions.

If a confirmed trip is prevented or significantly delayed by a force majeure event:

• We will notify you as soon as practicable and work with you in good faith to reschedule at no additional cost.
• If rescheduling is not feasible, we will issue a full refund of amounts paid, minus any non-refundable third-party costs we have already incurred on your behalf.
• We are not liable for any indirect or consequential losses (such as non-refundable travel arrangements) resulting from a force majeure cancellation.

5. No-Shows

If the driver arrives at the agreed pickup location at the agreed time and is unable to collect the pet because no authorized person is present, or the pet is not ready, we will attempt to contact you. If we cannot reach you or the issue is not resolved within 30 minutes, the trip may be treated as a no-show. No-shows are not eligible for a refund.

6. Health-Related Cancellations

If your pet becomes seriously ill or injured and is deemed unfit for transport by a licensed veterinarian immediately prior to the scheduled pickup, we will work with you in good faith on a rescheduling or partial refund. A written statement from your veterinarian will be required. Decisions are made on a case-by-case basis.

7. Disputes

If you have a concern about a charge or refund decision, please contact us at help@paxpettransport.com. We will make every effort to resolve disputes fairly and promptly. Our full dispute resolution process is described in our Terms of Service.

8. Contact

Tres Gauchos LLC DBA PAX Pet Transport
Email: help@paxpettransport.com
Phone: (703) 782-3554