1. Who we are and what these terms cover

CollarPass is an independent digital pet travel planning service operated by the CollarPass team, an individual-operated business based in China. These terms cover your use of our website, account and paid planning products. Contact us at support@collarpass.com.

By using the service or purchasing a product, you agree to these terms. If you do not agree, do not purchase or use the service. You must have legal capacity to enter into the purchase under the law that applies to you.

2. Information, not official approval

Public pages summarize pet travel requirements and link to official sources. A Trip Pack organizes supported requirements into a plan for the details you provide. Neither the website nor a paid pack is veterinary, legal or government advice.

We are not a government agency, veterinary practice or pet transport company. We do not issue health certificates, provide official approvals, submit applications on your behalf or book transport. Veterinarians and authorities must issue and endorse documents where required. Governments, border authorities and airlines make their own decisions.

You remain responsible for checking official requirements before booking and travel, providing accurate information, meeting deadlines, arranging appointments and obtaining valid documents. A pack does not guarantee entry, quarantine exemption, transport availability or acceptance by an airline.

3. Accounts and your information

Keep account access secure and use accurate account and trip information. Tell us promptly if you suspect unauthorized access. Do not use another person's account or misrepresent a pet's records, origin, travel history or eligibility.

Paid packs belong to the purchasing account. Do not include passport numbers or other sensitive information in support messages. See the Privacy policy for how account and trip information is handled.

4. Paid products and limits

Trip Pack: $39 for one destination, including the departure country's exit requirements and up to 2 pets. Pets 3–5 cost $10 each, including eligible additions after purchase. The maximum is 5 pets, or a lower applicable government, airline or traveler-based limit. Add eligible pets through the pack settings and a separate one-time checkout.

A standalone pack is valid for 12 months from purchase. A purchased pack cannot be edited. The destination, departure country, departure date, entry port, airline and pet details are fixed at purchase, and no plan recalculation is offered. Check every field on the confirmation screen before paying. Another destination, date or route needs another pack. The only later change available is buying additional pet places, which does not reset the expiry date.

Annual: $99 paid once provides 12 months in which to open up to 4 packs. Each opened pack covers one destination and up to 5 pets without an extra pet fee, subject to route limits. Each pack is fixed once set up, and remains valid for 12 months from the day it is opened. Annual does not renew automatically. The Annual opening period does not extend when a pack is opened.

Both products cover only supported routes, published options and the common transit airports listed as covered. Unsupported routes are not included. A paid pack does not override an entry restriction or let you bring more pets than an authority or airline permits.

5. Payment and digital delivery

Prices are in USD. The checkout shows the amount payable and any applicable taxes before payment. Veterinary, laboratory, government, airline, shipping and transport charges are separate.

Waffo processes payments. Its applicable buyer and payment terms are presented during checkout. We receive transaction and order information needed to confirm your purchase and provide access; we do not receive your full card number or security code.

Products are digital. Access begins after payment is verified by our server. A payment-return screen alone is not confirmation of a successful transaction. There is no physical delivery. Check your order status before attempting another payment if a payment is still being confirmed.

6. Immediate supply and withdrawal rights

Before continuing to payment, you must actively confirm the following on our website:

I request immediate delivery of the digital content and acknowledge that, when delivery begins, I lose any applicable 14-day right of withdrawal to the extent permitted by law.

This confirmation is shown to all buyers. It is intended to address immediate digital supply, including where EU or UK withdrawal rules apply. It does not remove rights that cannot lawfully be waived. It does not cancel our refund-request policy below. If the law requires a different result, that law applies.

7. Refund requests

Digital purchases are normally non-refundable once used. Within 14 days of payment, you may request a case-by-case review for a duplicate charge, a completely unused purchase or an error in our rules. A used purchase is normally not refundable for a change of mind, canceled travel or a failure to meet an official requirement. This does not exclude remedies for an error in our rules or rights under applicable law.

Email support@collarpass.com with your order reference and a brief explanation. We reply within 3 business days. A request is not automatic approval. See the Refund policy for details, including Waffo's standard 14-day refund-request window.

8. Sources, changes and reminders

We manually check covered official sources each month. Rules may change between checks. Each rule's source and checked date show what we relied on; they do not certify that an authority has approved our interpretation.

CollarPass email reminders and notifications are currently unavailable. Use your report, calendar download and the published Rule updates to track preparation dates and changes. You remain responsible for tracking deadlines. Payment-provider receipts are handled separately by Waffo.

9. Documents and permitted use

Official blank forms remain available through free official links. Where permitted, paid packs include copies for convenience, with filling instructions and a checked date. If copying is not permitted, we provide the official link instead. Prefilled documents still require your review and any required professional signature, issue or endorsement.

You may use your pack and its downloads to prepare the journey it covers and share relevant instructions with your veterinarian. Do not resell the pack, republish our compiled content as your own service, share account access or imply that our materials are official certificates. Official material remains subject to its original owner's rights.

10. Acceptable use and availability

Do not misuse the service, interfere with access, bypass product limits, probe other users' packs, submit unlawful material or use the service to falsify records or evade travel restrictions. We may restrict access where reasonably necessary to address misuse, protect users or comply with law. This does not remove any remedies applicable to a paid purchase.

We work to keep the service available but do not promise uninterrupted access. Features depend on supported data and third-party services. A failure or material loss of paid functionality should be reported to support so we can review the issue and applicable remedies.

11. Responsibility and applicable law

To the extent permitted by law, the service is supplied without a promise that every summary is complete, every rule remains unchanged or every journey will be accepted. We do not accept responsibility for decisions made by governments, veterinarians or carriers, or for losses caused by inaccurate details supplied by you.

Nothing in these terms excludes liability that cannot legally be excluded, or limits mandatory consumer rights. The laws of the People's Republic of China govern these terms, except where mandatory law applicable to you requires otherwise. This clause does not prevent you from exercising non-waivable consumer protections or access to courts available under applicable law. Contact support first if you would like us to review a dispute.

12. Changes and contact

We may update these terms to reflect changes in the service or law. The published terms will show their updated date. Changes do not retrospectively remove rights attached to an existing purchase. Where required, we will notify affected users of material changes.

Questions: support@collarpass.com. We reply within 3 business days.