Terms of Service

1. Agreement to Terms

These Terms of Service (“Terms”) govern your use of PAX Pet Transport’s website and services. PAX Pet Transport is a trade name of Tres Gauchos LLC, a Virginia limited liability company (“Company,” “we,” “us,” or “our”). By requesting a quote, making a booking, or using our website, you agree to these Terms in full. If you do not agree, do not use our services.

These Terms should be read alongside our Privacy Policy and Refund Policy. When you book a trip, you also sign a Ground Transport Agreement with us — that signed agreement is the binding contract for your specific trip and controls if anything here ever conflicts with it.

2. Services

PAX Pet Transport provides door-to-door ground pet transport services within the continental United States. Transport is performed by PAX Pet Transport employees, agents, or approved independent contractor drivers operating under our service standards. We arrange and coordinate pet transport; we are not a veterinary provider and do not offer medical care.

All services are subject to availability. We reserve the right to refuse or suspend transport — at any point before or during the trip — if a pet appears unhealthy, unfit to travel, undocumented, or poses a safety risk to itself, our team, third parties, or other animals in our care. A refusal under this section is treated as a client-initiated cancellation under our Refund Policy.

3. Booking and Payment

Quote and confirmation

A submitted quote request is not a binding booking. Booking is confirmed only when both parties have executed the Ground Transport Agreement and we’ve received the initial deposit.

Payment structure

The total transport fee is split into two parts:

• 50% deposit — charged at booking confirmation.
• 50% balance — authorized on your card 24 hours before pickup and captured at drop-off when you (or your authorized receiving contact) confirm delivery in writing.

Successful authorization of the balance is a precondition to pickup. If the authorization fails, we’ll work with you in good faith to resolve it, but we are not obligated to delay or proceed with transport without cleared payment.

Payment is processed via a secure third-party processor (Stripe). We do not store card numbers. All prices are in US dollars and are subject to change until a booking is confirmed in writing.

Special supplies and additional services

Special supplies or services you request, or that are reasonably required for the safe transport of your pet, are billed at actual cost plus 15%. Charges over $50 require your advance approval when advance approval is reasonably possible.

Late payment

Unpaid balances accrue a late fee of 1.5% per month (18% annualized) until paid in full, or the maximum amount permitted by applicable law, whichever is lower.

Customer responsibilities

You agree to:

• Provide accurate information about your pet’s health, behavior, temperament, aggression history, anxiety, escape risk, medications, special needs, and travel limitations.
• Provide all required health certificates, vaccination records, permits, and legal transport documents before pickup.
• Be reachable (or designate an authorized contact) for questions before and during transport.
• Have your pet ready at the agreed pickup location at the agreed time.
• Ensure an authorized adult is present at the delivery location to receive the pet.
• Provide food, water, bowls, leash, and any required medications.

You represent that you are the lawful owner of the pet, or are authorized by the lawful owner to arrange transport and make decisions under these Terms. Failure to disclose relevant pet health or behavioral information may result in additional charges or cancellation without refund.

4. Cancellation

See our Refund Policy for full details on cancellation windows, refund outcomes, the 72-hour cooling-off period, the Hardship Refund, and the Travel Credit alternative. Cancellations must be submitted in writing to help@paxpettransport.com and are effective on the date we receive notice.

5. Animal Health and Fitness for Transport

Your pet must have a valid health certificate issued by a licensed veterinarian and any vaccination records, permits, or import/entry documents required by applicable federal, state, local, pickup-state, destination-state, or transit-state rules. You are responsible for providing complete and accurate documentation before transport.

Required vaccinations:

• Dogs: Rabies, Distemper, Parvo, and Bordetella.
• Cats: FVRCP and Rabies.

You represent and warrant that your pet is healthy and fit for ground transport. We strongly recommend consulting with your veterinarian before booking, particularly for senior animals, animals with chronic illness, or brachycephalic (short-nosed) breeds.

We reserve the right to refuse or suspend transport if, at pickup or during the trip, a driver reasonably believes an animal is in distress, injured, undocumented, or poses a health or safety risk. In such cases we’ll contact you immediately.

6. Emergency Veterinary Care

If your pet requires emergency veterinary care during transport, we will seek treatment immediately. We are authorized to approve emergency treatment up to $1,000 without contacting you first. Treatment exceeding $1,000 requires your approval, except where delay would endanger the pet’s life — in which case we will authorize necessary treatment and contact you at the first available opportunity.

You are responsible for 100% of all veterinary charges incurred during transport.

7. Travel Realities and Assumption of Risk

Travel involves some inherent risks for pets, just as it does for people. The vast majority of pets arrive safely and happy, but we want to be transparent: your pet will experience changes in environment, vehicle motion, temperature, and daily routine. In rare cases, a pet may experience serious illness, injury, or may pass away during transport due to pre-existing conditions, stress responses, age-related events, or other causes beyond anyone’s control.

You voluntarily assume these inherent risks of pet transport, including the risk of serious injury or death. Except in cases of our gross negligence or willful misconduct, you release Tres Gauchos LLC, its owners, employees, agents, and independent contractors from liability for any injury, illness, death, or other loss arising from these inherent risks.

8. Limitation of Liability

We exercise reasonable care in transporting your pet, in accordance with our service standards and applicable USDA/APHIS animal welfare requirements where applicable.

Our total liability for claims arising from ordinary negligence or breach of these Terms shall not exceed the greater of (a) five times (5×) the total transport fee paid for the specific trip, or (b) the limits of our applicable commercial insurance coverage at the time of the incident.

Liability for gross negligence or willful misconduct is not capped by these Terms and is governed by applicable law and available insurance coverage. The party asserting gross negligence or willful misconduct bears the burden of proving such claim under applicable law.

We are not liable for:

• Pre-existing medical conditions or illness that manifests during transport.
• Delays caused by traffic, weather, road closures, or other circumstances beyond our control.
• Loss or damage to pet supplies, crates, or personal property placed in the vehicle.
• Indirect, incidental, consequential, special, or punitive damages — including emotional distress or loss of companionship — except as may be available under applicable law in cases of gross negligence or willful misconduct.

What “gross negligence” means: a conscious, voluntary act or failure to act that represents an extreme departure from the standard of care a reasonable pet transport provider would exercise — for example, knowingly leaving a pet unattended in an unventilated vehicle, transporting a pet while visibly impaired, or deliberately ignoring a clear medical emergency. Gross negligence does not include inherent travel risks (see Section 7), unforeseen medical events, pet stress or anxiety responses, accidental escape during a comfort stop despite reasonable precautions, fatigue-related driving errors where the driver complied with applicable hours-of-service and rest requirements, or any event that could not have been prevented through ordinary care.

“Willful misconduct” means intentional wrongdoing or deliberate disregard for the safety of your pet.

9. Indemnification

You agree to indemnify and hold harmless Tres Gauchos LLC, its members, managers, drivers, and agents from any claims, damages, losses, costs, expenses, veterinary bills, third-party claims, property damage, or legal fees arising out of: (a) your breach of these Terms; (b) inaccurate or incomplete information you provided about your pet; (c) your failure to provide required documents; (d) your failure to arrange delivery receipt; or (e) your pet’s aggressive or dangerous behavior that injures a driver, another animal, or any third party — except to the extent caused by our gross negligence or willful misconduct.

10. Intellectual Property

All content on our website — including text, photographs, logos, and design — is owned by or licensed to Tres Gauchos LLC and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

11. Dispute Resolution

If you believe something went wrong during your transport, here is the process:

1. Contact us within 30 days of the incident at help@paxpettransport.com to report the concern in writing.
2. Internal review. We’ll conduct a review and respond within 14 business days.
3. Mediation. If you’re not satisfied with our response, we’ll engage a neutral third-party mediator in Virginia. Mediation costs are split equally between the parties unless applicable law requires otherwise. Mediation may be conducted by video conference.
4. Binding arbitration. If mediation does not resolve the matter within 30 days, either party may initiate binding arbitration under the American Arbitration Association (AAA) Commercial Rules in Virginia. Arbitration may be conducted by video conference, and costs are split equally between the parties unless applicable law or the arbitrator requires otherwise.

Both parties waive the right to a jury trial and the right to participate in a class action. All claims must be brought within two (2) years of the incident giving rise to the claim.

12. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Commonwealth of Virginia, without regard to its conflict-of-law provisions. Subject to the arbitration and mediation requirements in Section 11, any court action arising under these Terms shall be brought exclusively in the state or federal courts located in Virginia, and you consent to the personal jurisdiction of those courts.

13. Assignment and Entire Agreement

These Terms, together with any signed Ground Transport Agreement, constitute the entire agreement between you and PAX Pet Transport. If any provision is found invalid, the remaining provisions stay in effect. You may not assign these Terms or any signed transport agreement to another party without our written consent. PAX Pet Transport may assign to any affiliate or successor entity, including in connection with a sale of the business, without your consent. Electronic signatures are as valid as handwritten signatures.

14. Changes to These Terms

We may update these Terms at any time. We’ll revise the “Last updated” date at the top of this page. Your continued use of our services after any change constitutes your acceptance of the revised Terms.

15. Contact

Tres Gauchos LLC DBA PAX Pet Transport
Email: help@paxpettransport.com
Phone: (858) 353-3335