1. General terms and conditions
1.1 Our employees are protected under these terms and conditions. However, staff do not have the authority to make any promises on our behalf or change any of these terms and conditions.
1.2 By agreeing to use A Pet Transport Business, you are agreeing to accept all the conditions of carriage detailed below without exception and agree that A Pet Transport Business decisions are final and are made in the best interest of the animal and its welfare.
1.3 You also agree that any act or omission from the airline, delays, cancellations, financial claims resulting from the aforementioned instances, or restricted services are not in any way held against A Pet Transport Business or its agents.
1.4 The utmost care and attention is given to pets. Pets are handled with the understanding that A Pet Transport Business, its kennels, agents, and veterinarians are at no time to be held responsible for loss, death, illness, injury or accident due to any cause, either natural or accidental outside its own control.
1.5 Owners accept that by requesting A Pet Transport Business offices to provide transport for a pet, any animal can become stressed and chew or damage themselves on their crates.
1.6 All services are quoted based on a Monday to Friday 09:00–16:00 service delivery. Any alteration to services may result in out of hours or weekend charges being applied to the booking.
1.7 By agreeing to transport a pet by road or by air you accept and understand the risk of a pet becoming stressed. You also agree that any financial claims resulting from the aforementioned instances are not in any way held against A Pet Transport Business or its agents.
1.8 We reserve the right not to handle aggressive, reactive and fearful animals.
2. Veterinary clearance
2.1 All customers accept that if transport is required for a brachycephalic or snub nose breed, transport is arranged at the owner’s risk and may require a veterinary clearance depending on the airline’s requirements and or a disclaimer.
2.2 For transporting pregnant animals, a veterinary certificate is to be provided stating that the animal is fit for travel, or the owner must accept the risk.
2.3 If an animal is sick or injured, a veterinary certificate stating it is fit to travel must be provided.
3. Quotes
3.1 Questions that relate to the airline checklists are asked at the booking stage. Acceptance of travel is based on the answers received.
3.2 The quotation or estimate is based on the height, length, width and weight of the pet or the dimensions of the travel container provided by the owner or their representative.
3.3 If incorrect pet information is provided, or if there is any increase in weight or size of the pet or travel container, extra freight charges are at the owner’s expense.
3.4 Handling charges in a quotation are valid for 30 days unless changes outside of A Pet Transport Business direct control impact the quotation. All extra costs are at the pet owner’s expense.
3.5 Quotations are based on current tariffs and freight tariffs which are subject to fuel and other increases without prior notification, including within the 30 days of quote validation. Any increases are to the client’s account.
3.6 Insurance for pets whilst in kennels or during travel is not included.
3.7 Requesting alterations to bookings: the first change is normally free of charge. Thereafter, an administration fee of $25.00 AUD to $100 may apply for each change.
3.8 Quotations do not include customs clearance, airline handling charges or tax at the destination airport unless specified.
4. Liability
4.1 A Pet Transport Business is not liable to the shipper, consignee, any third party, or any other person having an interest in the cargo in tort, contract, bailment or otherwise for any delay, loss, damage, deterioration, misdelivery, failure to deliver or delay in delivery for any reason whatsoever, including negligence, breach of contract, statutory duty or wilful act or default of the carrier.
4.2 A Pet Transport Business recommends that pet documents are not attached to crates when being transported. A Pet Transport Business accepts no responsibility for any loss or damage incurred.
4.3 A Pet Transport Business cannot be held responsible for airline delays, cancellation of flights, incorrect routing, misloading, not loading pets, change of aircraft type, available capacity, or loss of veterinary documents by airlines or handling agents.
4.4 Additional charges for flights, comfort stops due to a pet soiling their crate (airline requirement), kennelling, and extra trips to and from the airport are for the client’s account.
4.5 Any times provided by A Pet Transport Business for pickup or delivery are estimates only.
4.6 A Pet Transport Business will not be held responsible or liable for delays incurred by DAFF or veterinary staff and any on-costs of delays howsoever caused.
4.7 Whilst we go to great lengths to maintain an appropriate timetable, alterations may be required due to volume of bookings, traffic and weather conditions, mechanical breakdowns, or any other reason beyond our control.
4.8 We reserve the right not to transport or handle any animal considered to present a danger to any person or other animal, at the sole discretion of drivers.
4.9 We accept no liability for any loss, cost or inconvenience suffered as a result of any alteration to our timetable or that of the airline used.
5. Kennelling and veterinary requirements
5.1 A Pet Transport Business is authorised to seek veterinary attention for an animal should this be required whilst pets are in boarding kennels or a day care departure lounge facility.
5.2 Any additional veterinary charges are to the client’s account.
5.3 All boarding costs whilst in kennels are to the client’s account.
5.4 Animals staying for long or indefinite periods must have accounts settled monthly in advance.
5.5 Should departure dates be delayed, extra kennelling costs are to the client’s account and must be settled prior to departure.
5.6 Where an approved company will be settling costs, a written company order or letter accepting the quotation is required prior to shipment.
6. Individual airline AVI checklists
6.1 Animals travelling with Virgin Australia
Virgin Australia AVI Acceptance Checklist
- You must agree to the Virgin Australia form.
- Where A Pet Transport Business is lodging the animal, you agree and accept that you indemnify A Pet Transport Business against all and any claims.
- You may be asked by Virgin Australia to complete additional forms at point of travel.
- Virgin Australia conditions of transport are accepted by the customer, and the customer agrees to indemnify A Pet Transport Business against all and any claims once the consignment has been handed over to Virgin Australia for travel.
6.2 Travelling with Qantas
Qantas Freight Household Pets – Shippers Statement and Acknowledgment
- You must agree to the Qantas form.
- Where A Pet Transport Business is lodging the animal, you agree and accept that you indemnify A Pet Transport Business against all and any claims.
- You may be asked by Qantas to complete additional forms at point of travel.
- Qantas conditions of transport are accepted by the customer, and the customer agrees to indemnify A Pet Transport Business against all and any claims once the consignment has been handed over to Qantas for travel.
7. Additional notes
7.1 Special requirements for young kittens or puppies
- If a puppy or kitten is less than 8 weeks old, it will not be accepted for travel.
- If a puppy or kitten is between 8 and 12 weeks old, a veterinary certificate stating the pet is healthy enough to travel is required.
7.2 Special requirements for older dogs and cats
- If a dog or cat is older than 12 years, a veterinary certificate stating the pet is healthy enough to travel is required.
7.3 Multiple pets in the same crate
- Pets may travel in the same crate provided they are the same species, similar in size and weight, and used to cohabitation. Each pet must not weigh more than 14 kg.
7.4 Dangerous animals
- Breeds classified as dangerous animals by the Australian Government and deemed prohibited to import are not accepted.
7.5 Special conditions
- American Staffordshire Terriers will only be accepted in a CR-82 reinforced cage or an airline-approved guard dog cage.
8. Vaccinations, deworming, flea and tick control, boarding agreement
8.1 Where pets require kennelling in local boarding kennels, valid vaccination certificates must be produced. In most instances inoculations and deworming are to be carried out at least two weeks prior to overseas travel or admission into kennels.
8.2 Validity
- Dogs: C5
- Cats: F3
These are valid for one year and must have been done more than 14 days prior to entry.
Boarding agreement
In the rare case that a pet is injured or requires emergency medical treatment, a team member will contact the owner. If contact cannot be made, the owner gives A Pet Transport Business and all kennels consent to contact the pet’s veterinarian to treat the pet.
Veterinary costs will be charged at the owner’s expense and payable upon pickup.
8.3 The owner confirms pets are fully vaccinated as required.
8.4 While the team will make every effort to ensure belongings stay with the pet, A Pet Transport Business accepts no responsibility for items left, misplaced, lost, or returned in lesser condition.
8.5 In the event of arrears or after due notice in writing, A Pet Transport Business has the right to dispose of animal(s). In suspected abandonment, the team will attempt to make contact for a two-week period before taking steps to re-home.
8.6 While reasonable care is taken, A Pet Transport Business cannot be held responsible for injury, death, loss or damage of any kind, including kennel cough and similar.
8.7 The owner confirms disclosure of all health concerns, special needs, and behavioural issues.
8.8 From time to time, the team may take photos and videos. The owner grants A Pet Transport Business permission to use the pet’s likeness in publications, including web-based publications, without payment.
8.9 Clients are responsible for administering flea and tick control and worming prior to boarding. If not administered, the team may refuse boarding until treatment is given. Treatment may be available at check-in and payable upon collection.
9. Sedatives
We do not recommend any type of sedative.
9.1 Where sedatives are needed or specifically requested, they are to be arranged by the client and prescribed by the client’s veterinarian. A Pet Transport Business will not be held responsible for overdose, side effects, or death due to poorly administered sedatives.
Airlines may refuse to fly or accept non-responsive pets due to sedatives.
10. Payments, cancellations and refunds
10.1 Payments are to be made by cash, credit card, or direct deposit prior to departure of pets.
10.2 Where an approved company will be settling costs, a written company order or letter accepting the quotation is required prior to shipment.
10.3 Domestic transport within Australia requires a non-refundable $100.00 deposit at the time of confirming the booking request. Balance is required 7 days prior to transport.
Deposits for international pet transport are non-refundable. Deposits will vary from $500.00 to $1,500.00 AUD depending on work undertaken.
10.4 No booking fee for domestic bookings is levied unless services have been used.
10.5 For domestic and international booking cancellations within three (3) days of the scheduled travel date, fifty percent (50%) of the quoted payment received (excluding non-refundable deposits and booking fees) will be provided as a credit for future use.
10.6 For booking cancellations four (4) days or greater from the scheduled travel date, one hundred percent (100%) of the quoted payment received (excluding non-refundable deposits and booking fees) will be provided as a credit for future use.
10.7 Change or amendment to booking charges
- Domestic bookings: changes accepted up to 24 hours prior. First change free. Subsequent changes incur a $25.00 change fee.
- International bookings: change fees and related costs apply depending on timing, including a $250.00 change fee within three (3) weeks prior to booked travel.
10.8 Please note: A Pet Transport Business retains the right to update quotes prior to booking if government or airline fees change during the validity period.
11. Security
To comply with A Pet Transport Business ACCA approval, all customers are advised that it is illegal to consign as cargo an unauthorised explosive device.
12. Terms and conditions for the pet travel checklist
12.1 Thanks for using our products and services. The services are provided by A Pet Transport Business.
12.2 By using our application, you are agreeing to these terms. If you disagree, do not use or access the service.
12.3 Using our services
12.3.1 This checklist is designed to assist customers in planning pet travel. While A Pet Transport Business endeavours to provide up to date information, it cannot be held responsible for information that has changed, been incorrectly supplied, or uploaded incorrectly.
12.3.2 A Pet Transport Business cannot be held responsible for a delay in a pet’s travel for any reason based on information submitted.
12.3.3 The user is responsible for submitting all details onto the application.
12.4 Privacy protection
No information submitted or uploaded to the application can be shared by A Pet Transport Business to any third party for any reason.
12.5 Your content in our services
Some services allow you to upload, submit, store, send or receive content. You retain ownership of your intellectual property rights.
12.6 Our warranties and disclaimers
We provide services using a commercially reasonable level of skill and care, but there are certain things we do not promise about the services.
13. International service guarantee
A Pet Transport Business may offer an International Service Guarantee program. The guarantee relates to booking services and does not apply to airline delays or cancellations, or changes due to health, veterinary issues, or other reasons.
14. Abuse policy
14.1 Overview
At A Pet Transport Business, we believe customers have a right to be heard, understood and respected.
We also believe staff have the right to work in a safe environment free from verbal abuse or harm.
Unacceptable actions may include:
- aggressive or abusive behaviour
- unreasonable demands or unreasonable levels of contact
14.2 Aggressive or abusive behaviour
Aggressive or abusive behaviour includes language (verbal, email, or written) that may cause staff to feel afraid, threatened or abused.
Where a customer is aggressive or abusive, we may decide to:
- advise the customer to stop
- end telephone calls, appointments or meetings
- terminate direct contact
- notify the police
- take any other action appropriate to the circumstances
14.3 Unreasonable demands and unreasonable levels of contact
Where a customer repeatedly contacts A Pet Transport Business or its agents in a way that impacts excessively on staff time, we may decide to limit or restrict contact.
14.4 Taking action
Before action is taken, the customer will be given the opportunity to modify behaviour. If behaviour continues, restrictions may be put in place and communicated in writing.
15. About these terms
15.1 Other than as expressly set out in these terms, A Pet Transport Business does not make specific promises about the services.
15.2 We may modify these terms to reflect changes to the law or changes to our services.
15.3 You should review the terms regularly.
15.4 Notices of modifications will be posted.
15.5 Changes will not apply retroactively and will become effective no sooner than fourteen days after they are posted, except where required for legal reasons.
15.6 If you do not agree to modified terms, you should discontinue use of the service.
15.7 If there is a conflict between these terms and additional terms, the additional terms will control.
15.8 These terms control the relationship between A Pet Transport Business and you. They do not create third-party beneficiary rights.