Obligations for Requestor

Requestor is responsible to include sufficient information about the animal, sizes and any other relevant information or instructions on booking.

Requestor needs to make sure the animal is disinfected and clean.

Requestor is responsible to provide a decent animal carrier for transportation or provide sheets for the animal to lie on should no carrier be available.

In case requestor does not comply with this article, driver has the right to refuse the transportation and the full fare will be charged.


PetMate reserves the right to apply surcharges. Requestor will be informed prior to the booking about the circumstances in which surcharges may apply.

Cancellation and Fulfillment Policy

If you cancel the order within 1 hours before pickup, 100% of the fare will be charged. In other cases we will charge a 10% cancellation fee if cancellation is done 1~6 hours before pickup.

If no one is present (or the item is not ready to be picked up) at pickup location, the driver will wait 10 minutes before leaving, requestor will be responsible for full fare and any additional parking costs. In case requestor asks the driver to wait, an additional fee per minute will be charged.

If no one is present at the drop-off location, the driver will wait 5 minutes before returning the animal. Requestor will be responsible for full fare and a return fare might apply.

Refund policy

In case no driver accepts the requested booking or no driver shows up for pickup, PetMate will refund the full charged rate.

PetMate will not refund the delivery fare in case the driver is late for pickup or drop-off.

Civility Policy

Do be courteous and polite. We will not tolerate any form of verbal abuse to our drivers. We reserve the right to deny you your ride if you choose to break this simple rule of humanity.

Update Terms

PetMate reserves the right to modify the terms and conditions of this agreement or its policies relating to the service or software at any time, effective upon posting of an updated version of this agreement on the service or software. You are responsible for regularly reviewing this agreement. Continued use of the service or software after any such changes shall constitute your consent to such changes.

Chain of Custody

There must be someone at the drop-off address. One of the following must occur in order to complete drop-off:

PetMate takes a photo of a signed drop-off form
PetMate takes a photo of recipient with animal

If requestors likes to waive the normal chain of custody process this has to be indicated on the order notes during the booking.

Transporation Guarantee

PetMate contracts independent logistics carrier parties to offer transportation services. PetMate has no responsibility or liability for any driver other than stated herein services provided to you by such third parties.

Intellectual property ownership

PetMate alone (and its licensors, where applicable) shall own all right, title and interest, including all related intellectual property rights, in and to the services and any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by you or any other party relating to the services.


Claims not made in writing within 24 hours of scheduled booking shall be deemed waived by PetMate. Within 14 days of you notifying us of your claim, you must send us all information you have to support your claim.


Any voucher (and the promotional code it contains) can only be used once and has no cash value.

The promo code is only valid for orders placed in the PetMate app.

Vouchers are not exchangeable, refundable, redeemable for cash and/or products.

Vouchers are not valid in conjunction with any other offer, voucher, discount, or seasonal promotion.

Vouchers may not be duplicated or sold in any manner, or made available to the general public, unless permitted by PetMate.

If the promotional code is not entered during booking process, PetMate cannot refund a portion of the fee after payment is already confirmed and processed.

PetMate reserves the right to amend any terms and conditions without prior notice.