These Pet Protection Terms of Service (these “Terms”) are provided to you in addition to the CitizenShipper (also referred to as “we,” “us,” or “our”) Terms of Use (the “Terms of Use”), into which these Terms are incorporated, and apply to you if you use our Delivery Services to transport your pet. All capitalized terms used but not defined in these Terms have the meanings given to them in the Terms of Use.
The purpose of CitizenShipper’s Pet Protection program is to promote user confidence in the CitizenShipper Platform by reimbursing you, the Shipper, for certain expenses that might be incurred in connection with your use of our Platform. Our Pet Protection program therefore provides up to $1,000 of protection to you at no additional cost during your use of our Pet Delivery Services. You may increase your applicable limit for an additional fee. By selecting and paying for Pet Delivery Services, you agree to these Terms.
Finally, Pet Protection is not mandatory for your use of our Delivery Services. By declining Pet Protection, you assume all transportation risk and agree not to hold us liable for any loss, damage, or expenses, as further described in our Terms of Use. If you wish to opt out these Terms at any time, you may do so in writing by emailing us at claims@citizenshipper.com.
1. PET PROTECTION
Subject to these Terms, CitizenShipper agrees to reimburse you for certain expenses you incur as a result of your use of our Platform while your pet is being transported. Subject to these Terms, you may be eligible for reimbursement if your use of our Platform causes the loss or abandonment of, or physical injury or illness to, your pet(s) (“Pet”), or professional treatment or services are provided to your Pet within 72 hours after your Pet’s return to your care, custody, and control (“Delivery”). You must comply with the requirements in these Terms in order to be eligible to receive payment as described in these Terms.
If you experience the loss, abandonment, or death of a Pet during transportation, we will reimburse you for expenses incurred as a result of the loss, up to a maximum limit of $1,000 USD per Pet, subject to the applicable processing fee (see Section 3 below). If you purchased additional protection, your maximum limit will be increased as agreed upon during checkout.
If you incur expenses resulting from physical injury, illness, or professional treatment of a Pet during transportation or within 72 hours of Delivery, we will reimburse you for expenses incurred as a result of the injury, up to a maximum limit of $1,000 USD per Pet, subject to the applicable processing fee. If you purchased additional protection, your maximum limit will be increased as agreed upon during checkout.
2. CONDITIONS & LIMITATIONS
CitizenShipper can only reimburse expenses that occur during or as a result of your Pet’s transportation. Reimbursement therefore excludes, and CitizenShipper will not provide any payment for expenses, fees, losses, or death arising from or as a result of any of the following:
- Events occurring before your Pet is dropped off with the Driver or after the Delivery of your Pet.
- Diagnosis or treatment of any preexisting condition, including, but not limited to, any condition, injury, or illness for which a professional previously provided medical advice to you or for which a Pet received treatment.
- Expenses incurred as a result of a Pet not disclosed to us prior to transportation, or otherwise transported outside of or independent from the CitizenShipper Platform.
- Lack of proper instruction, preparation, consideration, or supplies provided by you to the Driver to ensure safe passage of your Pet to the agreed-upon destination.
- Knowingly allowing any Driver or other person to transport your Pet without the proper licensure (if applicable), the physical or mental faculty to manage your Pet, proper vehicle maintenance (including air conditioning or heat), or the ability of the Driver to fulfill your requirements.
- Intentional, willful, or negligent injury caused by you or anyone entrusted by you with the care, custody, and control of your Pet prior to acceptance of your Pet by the Driver, or after Delivery of your Pet.
- Transportation or similar expenses that you or anyone acting on your behalf incur, such additional travel expenses incurred by you outside the scope of our Delivery Services.
- Non-veterinary products and services, including but not limited to behavioral treatment or training, over-the-counter medications or special diets, vitamins, supplements, food, pet products, bathing, boarding, grooming, day care, or any form of holistic or herbal treatment, and other taxes and fees such as federal, state, and local taxes and fees, biohazard fees, waste disposal, surcharges, monetary charges (e.g. credit card, bank or copy fees).
- Routine veterinary services and procedures, including, but not limited to, vaccinations, routine examinations, diagnosis, teeth cleaning, anal gland expressing, and spaying or neutering, and preventative procedures as defined by the American Veterinary Medical Association.
- Invasion, war, insurrection, rebellion, revolution, pandemic, or military or civil authority operation.
- Loss of a Pet’s market value, including loss of reproduction or competition of any kind.
- Urns, caskets, funerals, or similar expenses.
- Attorneys’ fees or other defense-related costs, including court-related expenses arising out of any incident reported by a Shipper under these Terms.
- Any agreement to pay or reimburse any person or entity for damages or services not covered under these Terms or in excess of our maximum limit of liability.
- Fraudulent claims or claims based on the material misrepresentation of the facts and circumstances leading to a loss.
- Injury, illness, or other conditions sustained due to the transportation of your Pet by detached trailer, open air flat bed, or pickup truck bed for which you knew or should have known of at any time during the booking or transportation process.
- Any legal or financial responsibility you may have for the behavior of your Pet while in the care, custody, and control of the Driver, a veterinary professional, law enforcement, animal control, or any other person or entity, including but not limited to escaping, aggressive behavior, biting, clawing, destruction of property, or causing any harm of any kind to any other person, animal, or property.
- Your failure to comply with these Terms or any applicable law or ordinance, or your violation of law, criminal acts, or misdemeanors.
3. PROCESSING FEES & PAYMENT
In the event of a claim under these Terms, you may be required to pay a processing fee as described in this Section.
If you incur expenses resulting from physical injury, illness, or professional treatment of a Pet as described in these Terms, our reimbursement to you will be subject first to your payment in full, or our withholding, of a claims processing fee equal to 20% of the total reimbursement amount. Notwithstanding the foregoing, if you purchased additional protection, your process fee will be reduced to 10% of the total reimbursement amount.
If you experience the loss, abandonment, or death of a Pet as described in the Terms, we will reimburse you for expenses up to the applicable limit, with no processing fee to you.
Once your Pet’s transportation begins, our Pet Protection fee is nonrefundable. If you fail to make any payment when due for any reason, we may immediately suspend or terminate your Pet Protection contract and reserve the right, in our sole discretion, to deny any payment to you if and when your account is suspended or terminated.
4. REPORTING CLAIMS
All claims under these Terms must be reported to CitizenShipper in writing through www.CitizenShipper.com or by email at claims@citizenshipper.com within 10 days of the date of actual or scheduled Delivery. Expenses must be supported by sufficient documentation (e.g., photos, receipts, police reports, insurance information, etc.) which may need to be provided to us at our discretion and upon our request in order to resolve your incident.
For all claimed Losses occurring as a result of a violation of law, criminal act, or misdemeanor, you may be required to first file a police report describing the circumstances of the event and provide CitizenShipper with a copy of such report. You may also be asked to provide CitizenShipper with proof of ownership of, or legal responsibility for, your Pet in the form of receipts, photographs, videos, documents, or other customary forms of proof, certified by you as true and correct and reasonably acceptable to CitizenShipper.
CitizenShipper reserves the right to offset or deduct from amounts payable to you any amounts you may have or obtain from any other person or entity obligated to compensate for any claimed expenses, including any pet or other insurance coverage you may carry.
5. TERM & TERMINATION
The term of your Pet Protection contract begins when the Driver takes possession of your Pet and ends at the date and time of delivery (or, for non-delivery, scheduled delivery) by the Driver. You may terminate your Pet Protection contract prior to its start by either: (i) providing us with advance written notice of termination at our contact information listed below; or (ii) terminating your Job in accordance with our Terms of Use.
We may immediately, and without notice, terminate your Pet Protection contract in its entirety, or terminate its applicability to any specific Pet, for your violation of these Terms. We may terminate any Pet Protection contract for convenience by providing you with written notice of termination at least 5 days prior to the scheduled start date of your Pet’s transportation. If we terminate your Protection Plan, our liability will be limited to reviewing or completing any claims underway at the time your Protection Plan is terminated.
6. OTHER PROTECTION OR INSURANCE
Our liability under these Terms is secondary to any other Pet protection or insurance you may carry, and our payment to you may be reduced by any amounts you recover or are owed or receive under any other applicable protection or insurance. You agree to notify us promptly of any applicable protection or insurance in the event of a claim.
7. HIGH-RISK AGE & MEDICATION
We reserve the right to deny a claim related to Pets considered elderly (e.g. 12+ years for small dogs; 10+ years for medium dogs; 8+ years for large dogs) or related to Pets with pre-existing conditions that require they take high-risk medication (e.g. those that could cause serious side effects, seizures, or death).
8. DISPUTE RESOLUTION
Any dispute arising out of, relating to or in connection with these Terms will be resolved in accordance with the dispute resolution provisions contained in CitizenShipper’s Dispute Resolution Terms of Service., available here.
9. NO ASSIGNMENT
You may not assign or otherwise transfer these Terms or any of your rights and obligations under these Terms to any other person without the prior written consent of CitizenShipper, which may be withheld in CitizenShipper’s sole discretion. Any assignment or transfer in violation of these Terms will be void. Subject to the preceding sentences, these Terms will be binding upon, and inure to the benefit of, your respective permitted successors and assigns.
10. SUBROGATION & RELEASE
In exchange for payment by us of any claimed loss or expense under these Terms, you agree to assign to us the right of subrogation against any third party for claimed loss or expense. You agree to cooperate and participate as we may request to assist us in recovering such loss or expense.
In addition, in exchange for payment by us of any such loss or expense, you agree that we will be immediately released and discharged from any and all current or future claims, rights, demands, charges, damages, losses, and expenses you have or may have against CitizenShipper arising from or in connection with these Terms, your Pet(s), and the Delivery Services performed under our Terms of Use.
11. CONTACT INFORMATION
Questions, comments, or need help with Pet Protection? Contact us at claims@citizenshipper.com.
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