1. DOGTAINERS GENERAL TERMS AND CONDITIONS

• • 1.1 Our employees are protected under these terms and conditions; however our 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 Dogtainers Pet Transport you are agreeing to accept ALL the conditions of carriage detailed below without exception and agree that Dogtainers 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 Dogtainers or its agents.
  • 1.4 The utmost care and attention is given to your pets, they are handled with the understanding that Dogtainers Australia or its franchisees, 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 Dogtainers to provide transport for the pet that any animal can become stressed and chew or damage themselves on their crates.
  • 1.6 All services are quoted based on standard business hours (Monday to Friday). Any changes to services that require work outside of these hours—such as evenings, weekends, or public holidays—may incur additional charges.
  • 1.7 By agreeing to transport your pet by road or by air you accept and understand the risk of your pet becoming stressed and you also agree that any financial claims resulting from the aforementioned instances are not in any way held against Dogtainers or its agents.
  • 1.8 We reserve the right not to handle aggressive, reactive and fearful animals.
  • 1.9 The Dogtainers Team may take photos and videos of your pet/s during their stay. The Client grants Dogtainers permission to use my pet/s photograph, video, or other digital media in any and all of its publications, including web-based publications, without payment or other consideration.

2. VETERINARY CLEARANCE

• • 2.1 All customers accept that if you require transport for a Brachycephalic/ Snub Nose Breed, you accept that transport is arranged at the owners risk and may require a veterinary clearance dependant on the airlines requirements and or a disclaimer.
  • 2.2 For transporting pregnant animals you agree that a veterinary certificate is to be provided stating that the animal is fit for travel or you must accept the risk yourself.
  • 2.3 If your animal is sick or injured you must provide a veterinary certificate stating it is fit to travel.

3. QUOTES

• • 3.1 The quotation or estimate is based on the height, length, width and weight of the pet/s or dimensions of your travel container/s, provided by the owner or their representative.
  • 3.2 If the incorrect pet information is provided, or if there is any increase in weight or the size of the pet or travel container, then additional charges will be payable.
  • 3.3 All quotation are valid for 30 days.
  • 3.4 Insurance for pets whilst in kennels or during travel is not included in our charges.
  • 3.8 Our quotations do not include customs clearance, airline handling charges or Tax at the destination airport (unless specified).

4. LIABILITY

• • 4.1 Dogtainers is not liable to the shipper, consignee, any third party, or any other person having an interest in the cargo intort or contract or bailment or otherwise for any, and the consequences of any, delay in collection of cargo or loss of or damage to or deterioration of cargo or miss delivery or failure to deliver or delay in delivery of cargo for any reason whatsoever including, without limiting the foregoing, the negligence or breach of contract, statutory duty or wilful act or default of the carrier whether or not the same occurs in the course of performance by or on behalf of the carrier under this contract or in events which are in the contemplation of carrier and/or shipper or in events which are foreseeable by them or either of them or in events which may constitute a fundamental breach of contract or a breach of a fundamental term.
  • 4.2 Dogtainers recommends that any pet documents are NOT attached to crates when being transported as Dogtainers accepts no responsibility for any loss or damage incurred.
  • 4.3 Dogtainers cannot be held responsible for airline delays, cancellation of flights, incorrect routing, miss loading, not loading the pets by the airlines or its handling agents, change of aircraft type ‘which then delays your pets transport’ or available capacity by airlines, or loss of veterinary documents by airlines.
  • 4.4 Additional charges for flights, comfort stops due to the 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 Dogtainers for pick up or delivery of animals are estimates only.
  • 4.6 Dogtainers will not be held responsible or liable for any delays incurred by DAFF / Vet staff used by Dogtainers and any on costs of delays how soever caused.
  • 4.7 Whilst we do go to great lengths to ensure we can maintain an appropriate timetable it is inevitable that at times we will be required to make alterations to our timetable due to the volume of bookings, traffic and weather conditions, mechanical breakdowns or any other reason beyond our control.
  • 4.8 We accept no liability for any loss, cost or inconvenience suffered by any party as a result of any alteration to our timetable or that of the airline used.

5. KENNELING AND VETERINARY REQUIREMENTS

• • 5.1 Dogtainers are authorised to seek veterinary attention for an animal should this be required whilst pets are in boarding kennels or our 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 account 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 of pets.
  • 5.6 In the case where an approved company will be settling costs, we require a written company order or letter accepting our quotation prior to shipment of pets.
  • 5.7 The client warrants the animal/s is in fit and sound condition and free from ticks and fleas and has been vaccinated with at least a C5 for dogs & an F3 for cats. These Vaccination records must be provided when boarding.
  • 5.8 The client must disclose all health issues, medications prescriptions, special needs and behavioural issues in regard to their pet/s.
  • 5.8 The client understands if tick and flea treatments are deemed necessary will be to the client’s account.
  • 5.9 The client acknowledges that due to the nature of boarding pet/s may be inadvertently exposed to airborne viruses or other contagious medical conditions, the client also understands that in those circumstances all veterinary treatment will to the client’s account.
  • 5.10 Dogtainers and its agents accept no responsibility for personal items left with your pet during transport or kennelling. All items should be clearly labelled with the pet’s name and booking reference number.
  • 5.11 If a pet/s is left in Dogtainers’ care for any reason (including but not limited to transport, layovers, or holding), and fees remain unpaid, Dogtainers reserves the right after providing reasonable written notice to rehome or otherwise dispose of the animal. This does not release the client from responsibility for any unpaid charges. In cases of suspected abandonment, Dogtainers will make reasonable efforts to contact the client over a two-week period before taking appropriate action to rehome the animal
  • 5.12 SEDATIVES, WE DO NOT RECOMMEND ANY TYPE OF SEDATIVE BE USED. Where sedatives are needed or specifically requested, sedatives are STRICTLY to be arranged by the client and prescribed and issued by client’s own veterinarian. Dogtainers will not be held responsible for over dosage, any side effects or death due to poorly administered sedatives. Please be aware Airlines / Freight companies may refuse to fly / accept non-responsive pets due to sedatives. It is the pet owner’s responsibility to notify Dogtainers of any medical conditions that your pet might have prior to travel. Pets with medical conditions always fly at the owner’s risk.

6. AIRLINE TRANSPORT CONDITIONS

• • 6.1 For all airline bookings (including but not limited to Toll Air Express, Virgin Australia, Qantas, and their code share partners such as Air North), the customer must agree to the relevant airline’s live animal (AVI) acceptance terms and conditions.
  • 6.2 Where Dogtainers lodges the animal on behalf of the customer, the customer agrees to indemnify Dogtainers against all and any claims arising from the animal’s transport.
  • 6.3 Additional airline-specific forms may be required at the point of travel, and it is the customer’s responsibility to complete them as requested.
  • 6.4 By proceeding with the booking, the customer accepts the conditions of transport set out by the relevant airline and acknowledges that all liability transfers to the airline once the consignment has been handed over.

7. ADDITIONAL NOTES

• • 7.1 If your puppy or kitten is between 8 – 12 weeks old, you will require a veterinary certificate stating your pet is healthy enough to travel.
  • 7.2 If your dog or cat is older than 12 years, you will require a vet certificate stating your dog is healthy enough to travel.
  • 7.3 Two pets may travel in the same crate provided they are from the same species, are similar in size and weight and are used to cohabitation. Each pet must not weigh more than 14kg. Up to 3 young siblings from the same litter may travel in the same crate provided they are similar in size and weight and are used to cohabitation. Each pet must not weigh more than 14kg.
  • 7.4 Breeds classified as Dangerous Animals by the Australian Government and deemed prohibited to import are not accepted under any circumstances. These breeds are but not limited to: Pit Bull Terrier; American Pit Bull; Dogo Argentian; Japanese Tosa; Brazilian Fila; Brazilian Mastiff; and Presa Canario.
  • 7.5 American Staffordshire Terriers will only be accepted in a reinforced crates or an airline-approved guard dog crate. These crates are specially reinforced to prevent the dog from breaking out and therefore reduce incidents relating to aircraft damage or injury to the dog itself.

8. PAYMENTS, CANCELLATIONS AND REFUNDS

• • 8.1 Payments are to be made by credit card, direct deposit or PayPal prior to the departure of the pets.
  • 8.2 In the case where an approved company will be settling costs, we require a written company order or letter accepting our quotation prior to shipment of pets.
  • 8.3 Domestic bookings (with Australia) include a non-refundable amount of $100.00 AUD, which applies once a booking is confirmed. Additional charges may apply if services have already been provided.
  • 8.4 For International Bookings deposits will range from $500.00 to $3,500.00 AUD depending on the nature and scope of the services required. For international pet transport, the deposit includes a non-refundable amount of $500.00 AUD, in addition to the cost of any services already provided at the time of cancellation.
  • 8.5 Change / Amendment to booking charges. The following charges are applicable to changes to bookings at the request of the customer: a. For domestic bookings, change requests will only be accepted up to 1 business day before the scheduled travel booking date. The first change request is actioned free of charge, each subsequent change request incurs a $25.00 change fee. b. For international bookings, for change requests made prior to 30 days before booked travel date, first change request will be actioned free of a booking change fee, however any costs/charges for additional treatments or re-treatments and/or permits required by the import or export country will be payable by the customer at the time of effecting the change. Subsequent change requests up to 30 days prior to booked travel date will incur a $25.00 change fee plus any costs/charges for additional treatments or retreatments and/or permits required by the import or export country. For change requests to international bookings made within three weeks prior to the booked travel date, change requests will incur a $250.00 change fee plus any costs/charges for additional treatments or re-treatments and/or permits required by the import or export country.
  • 8.6 For International booking full payment must be received and be finalised 14 days prior to departure.
  • 8.7 For all domestic bookings, full payment is required at the time of booking. Services, including the securing of airfreight and flight reservations, will not be confirmed or held on the client’s behalf until full payment has been received. Payments may be made by credit card or direct deposit.
  • 8.8 Please note Dogtainers retain the right to update quotes prior to booking if Government or Airline Fees or charges change during the validity period of any quotation.

9. SECURITY

• • 9.1 To comply with Dogtainers AACA approval we are bound to make all customers aware that it is illegal to consign as cargo an unauthorized explosive device or illegal substance.

10. DOGTAINERS MANAGEMENT OF CREDIT INFORMATION POLICY

• • 10.1 The acceptance of any commercial credit application is at the discretion of each individual Dogtainers office. Acceptance by any one office does not automatically provide acceptance to provide credit by any other Dogtainers office.
  • 10.2 Commercial Credit is provided on a case by case basis, and acceptance or approval is at the sole discretion of the individual Dogtainers office.
  • 10.3 The Dogtainers office may collect credit information about an applicant, in relation to a ‘Commercial Credit Application’ from a commercial reporting agency as defined in Section 6P of the Privacy Act 1988.
  • 10.4 The Dogtainers office will only obtain such information with the express written permission of the applicant pursuant to Section 20F(1) Item 2 of the Privacy Act 1988.
  • 10.5 The Dogtainers office will only obtain such information as deemed necessary to determine the risk associated with approving an application for commercial credit. Information obtained will include, but may not be limited to, an applicant’s past defaults on payments, an applicant’s status with respect to solvency or operation under administration of any kind.
  • 10.6 Any information obtained is solely for the purpose of evaluating any risk associated with the applicant’s application for commercial credit.
  • 10.7 Any information obtained will be held electronically on the individual Dogtainers office accounting and/or operating system. Any hardcopy of the information produced will be safeguarded from view by unauthorised persons and destroyed immediately when it is no longer required.
  • 10.8 All information obtained will be deleted and/or destroyed at the time an applicant either: 10.8.1 No longer wishes to receive commercial credit from the Dogtainers office, or, 10.8.2 If an application for commercial credit is not approved, six (6) months after the applicant has been notified that their application has not been approved by the Dogtainers office.
  • 10.9 The Dogtainers office will not disclose or share any information obtained with any third party without either: 10.9.1 The express written permission of the applicant, or, 10.9.2 A Court order or such other legal document or direction that makes the disclosure or sharing of such information a legal requirement under relevant Australian law.
  • 10.10 The Dogtainers office retains the right to share or disclose information to third parties only where the information has been obtained during the provision of the commercial credit agreement. For clarity, this would include where the applicant has failed to make payment on an invoiced account as and when required, this information may be relayed to relevant parties to facilitate the recovery of such monies as required to settle the account.
  • 10.11 The applicant may request, and the Dogtainers office will provide any details about the information obtained or held in the processing of the commercial credit application. The request must be in writing and directed to the individual Dogtainers office with which the commercial credit application was made.
  • 10.12 If the applicant believes that any information obtained is incorrect, the applicant should seek to correct this information with the relevant provider such as the commercial reporting agency.
  • 10.13 The applicant may make a complaint to the individual Dogtainers office if they feel aggrieved in respect to an application for commercial credit, or this policy. If the applicant is not satisfied with the response received from the individual Dogtainers office, the applicant can raise their complaint to the Franchisor through the Franchise Manager at headoffice@dogtainers.com.au. If the applicant is still not satisfied with the response, they can raise their complaint with the relevant Ombudsman for consideration.
  • 10.14 Nothing in this policy restricts the Dogtainers office from being able to take any action as necessary to recover monies unpaid by an applicant on an invoiced account. This may include legal action or on selling any debt to a registered collection agency if required.

11. ABUSE POLICY

• • 11.1 At Dogtainers, we are committed to treating our customers with respect and expect the same in return. Abuse whether verbal, written, or physical towards our staff will not be tolerated.
  • 11.2 Unacceptable behaviour includes aggression, threats, excessive or repeated contact, and unreasonable demands. If such behaviour occurs, we may limit or cease communication, involve authorities, or take any other action deemed necessary.
  • 11.3 Before restrictions are applied, customers will be warned and given a chance to modify their behaviour. Any decisions made will be communicated in writing.

12. ABOUT THESE TERMS

• • 12.1 Other than as expressly set out in these terms or additional terms, Dogtainers make any specific promises about the services. For example, we don’t make any commitments about the content within the services, the specific functions of the services, or their reliability, availability, or ability to meet your needs. We provide the services “as is”.
  • 12.2 We may modify these terms or any additional terms that apply to a Service to, for example, reflect changes to the law or changes to our Services.
  • 12.3 These terms control the relationship between Dogtainers and you. They do not create any third-party beneficiary rights.