Return & Health Policy

This page is a general summary. The signed purchase agreement for the individual pet controls the reservation, health, transfer, and remedy terms for that transaction.

Reservations and payment

A confirmed reservation payment is applied toward the pet’s purchase price. Availability and payment instructions must be confirmed directly with VALPETS before payment. Delivery, flight nanny, and other third-party service charges are separate unless the written invoice states otherwise.

Pickup and delivery

Pickup is by confirmed appointment. The buyer is responsible for providing accurate contact and handoff information. Delivery timing is an estimate until the specific itinerary or appointment is confirmed.

Health documentation and examination

Available health records and care information are provided for the individual pet at handoff. The buyer should arrange an examination by a licensed veterinarian within the period stated in the signed purchase agreement. Any health concern or claim must be reported within that agreement’s notice period and supported by the required written veterinary documentation.

Health remedies

When the conditions of the signed purchase agreement are met, the remedy is limited to the remedy stated in that agreement, which may include replacement with a pet of comparable value when available. Veterinary bills, travel expenses, delivery charges, and other third-party costs are not reimbursed unless the signed agreement expressly says otherwise.

Change-of-circumstances returns

Contact VALPETS before transferring, selling, giving away, or attempting to return the pet. Any return must be approved and arranged in advance. A change of mind, housing restriction, allergy, family circumstance, landlord decision, or inability to care for the pet does not by itself create a refund right.

Non-refundable services and exclusions

• Completed delivery, flight nanny, and third-party service charges are non-refundable.
• Normal veterinary care, preventive care, diet, grooming, and maintenance are the buyer’s responsibility.
• Claims must meet the timing, examination, notice, and documentation rules in the signed agreement.