Terms & Conditions of Service
1. Pets International 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 Pets International pet transport you are agreeing to accept ALL the conditions of carriage detailed below without exception and agree that Pets International 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 Pets International or its agents.
1.4 The utmost care and attention is given to your pets. Pets International, its 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 Pets International offices 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 a Monday-Friday 0900–1600 service delivery, and any alteration to services may result in out of hours or weekend charges being applied to your booking.
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 Pets International 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 you require transport for a brachycephalic (snub nose) breed, you accept that 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 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. Quotations
3.1 The quotation or estimate is based on the height, length, width and weight of the pet/s or dimensions of the travel container/s, provided by the client 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, extra freight charges are at the client’s expense.
3.3 Quotations are valid for 30 days unless changes outside of Pets International direct control impact on the quotation. All extra costs are at the client's expense.
3.4 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 for the client’s account.
3.5 Insurance for pets whilst boarding or during travel is not included in our charges.
3.6 Quotations do not include customs clearance or tax at the destination airport (unless specified).
4. Liability
4.1 Pets International is not liable to the shipper, consignee, any third party, or any other person having an interest in the cargo intort or contract of 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 contractor 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 Pets International 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.
4.3 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.
4.4 Any times provided by Pets International for pick up or delivery of animals are estimates only.
4.5 Pets International will not be held responsible or liable for any delays incurred by veterinary staff used by Pets International and any costs of delays however caused.
4.6 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.
4.7 We reserve the right not to transport or handle any animal that is considered to present a danger to any person or other animal and this shall be at the sole discretion of our drivers.
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. Boarding and Veterinary Requirements
5.1 Pets International are authorised to seek veterinary attention for an animal should this be required whilst pets are boarding with us.
5.2 Any additional veterinary charges are for the client’s account.
5.3 All boarding costs are for the client’s account.
5.4 Animals staying for long or indefinite periods must have the account settled monthly in advance.
5.5 Should departure dates be delayed, extra boarding costs are for the client’s account, and must be settled prior to departure of pets.
6. Vaccinations, deworming, flea & tick control, boarding agreement
6.1 As a condition of boarding, valid vaccination certificates MUST be produced. In most instances vaccinations and deworming are to be carried out at least two weeks prior to overseas travel or boarding.
6.2 It remains the client’s responsibility to ensure that the pet/s vaccinations are up to date.
Boarding Agreement
In the rare case that your pet is injured or requires emergency medical treatment, one of our team members will contact you. If we cannot contact you, you give Pets International consent to contact their veterinarian to treat your pet/s. Veterinary costs will be charged at your expense and must be settled prior to departure of pets. This will only be done if our team deems it completely necessary.
6.3 You confirm that your dog/s is/are fully vaccinated against Parvovirus, Hepatitis, Distemper, Parainfluenza and Bordetella. My cat/s is/are fully vaccinated against Feline Enteritis, Feline Rhinotracheitis and Feline Calicivirus.
6.4 Pets International will make every effort to ensure all of your pet/s belongings are kept with your pet/s during their stay. Pets International accepts no responsibility for items left, misplaced, lost or in lesser condition then they were left.
6.5 In the event of arrears or after due notice in writing, Pets International shall have the right to depose of animal/s and this shall not release from liability for any unpaid fees or charges. In the event of suspected abandonment, the Pets International will attempt to make contact for a two week period before taking appropriate steps to re-home the animal/s.
6.6 You acknowledge that while the team will take reasonable care, they cannot be held responsible for injury, death, loss or damage of any kind whatsoever that may occur to any pet.
6.7 You must, to the best of your knowledge, disclose all health concerns, special needs and behavioral issues in relation to your pet/s.
6.8 From time to time, The Pets International may take photos and videos of your pet/s during their stay. I hereby grant Pets International permission to use my pet/s likeness in a photograph, video, or other digital media in any and all of its publications, including web-based publications, without payment or other consideration.
6.9 Clients are responsible for administering flea/tick control and worming prior to your pets stay. Occasionally we may be required to administer treatments to ensure your pets are healthy during their stay. Please note that such items will be payable upon collection of your pet/s, and will only be done if deemed completely necessary. The facility will not be held accountable if any problems arise from these treatments.
If no flea/tick protection has been administered to a pet by the owner, Pets International has the right to refuse animals for boarding until such time as the treatment has additional been given. Clients must be aware that even though Pets International takes all due care regarding the prevention and treatment of paralysis ticks, it is not possible to guarantee that these instances will not occur. Pets International does not take any responsibility in the instance that a pet suffers from tick poisoning, even if sufficient treatment has been administered.
7. Sedatives
WE DO NOT RECOMMEND ANY TYPE OF SEDATIVE BE USED
7.1 Where sedatives are needed or specifically requested, sedatives are STRICTLY to be arranged by the client and prescribed and issued by the client's own veterinarian. Pets International will not be held responsible for any 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 Pets International of any medical conditions that your pet might have prior to travel. Pets with medical conditions always fly at the owner’s risk.
8. Payments, Cancellations, Changes and Refunds
8.1 Payments are to be made by credit / debit card or bank transfer.
8.2 A deposit of 20% of the accepted quotation is payable to secure a booking. This is fully refundable if you change your mind within seven (7) days.
8.3 All other payments for international pet transport are non-refundable.
8.4 Full payment is required at least 14 days prior to the date of travel.
8.5 For booking cancellations within three (3) days of the animals scheduled travel date, fifty percent (50%) of the payment received will be provided as a credit for future use with Pets International.
8.6 For booking cancellations four (4) days or more from the animals scheduled travel date, one hundred percent (100%) of the payment received will be provided as a credit for future use with Pets International.
8.7 Booking changes/amendments. The following charges are applicable to changes to bookings at the request of the customer:
Any booking change requested up to three (3) weeks prior to the scheduled travel date will incur a £50 administration fee plus any incremental costs associated with the change.
Any booking change requested within three (3) weeks of the scheduled travel date will incur a £150 administration fee plus any incremental costs associated with the change.
8.8 Pets International retains the right to update quotes prior to booking if government or airline fees or charges change during the validity period of any quotation.
9. Abuse Policy
9.1 Overview
9.1.1 Pets International believes that our customers have a right to be heard, understood and respected.
9.1.2 We also believe that our staff have the right to work in a safe environment, free from any verbal abuse or harm caused by others.
9.1.3 We expect all our customers to treat our staff with courtesy and respect at all times.
9.1.4 In a small number of cases the actions of some customers become unacceptable because they involve verbal abuse of our staff and/or our processes.
9.1.5 We do not view an action as unacceptable, just because a person is forceful or determined. However, we do consider actions that result in unreasonable demands and / or abusive behaviour and unsavoury language to be unacceptable.
9.1.6 There are a range of actions we consider to be unacceptable, which can be best grouped as follows:
i) Aggressive or abusive behaviour; and
ii) Unreasonable demands and/or unreasonable levels of contact.
9.2 Aggressive or abusive behaviour.
9.2.1 We understand that people can become angry when they feel that matters about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression or abuse towards our staff, we consider that unacceptable.
9.2.2 Aggressive or abusive behaviour includes language (whether verbal, email or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks, non-directed swearing and general rudeness. We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations, to be abusive behaviour. Where a customer is aggressive or abusive, we may decide to:
i) Advise the customer that we consider their actions offensive, unnecessary and unhelpful and ask them to stop;
ii) End telephone calls/appointments/meetings;
iii) Terminate all direct contact with the customer;
iv) Notify the police. This will always be the case if physical violence is used or threatened; and
v) Take any other action that we consider appropriate to the circumstances.
9.3 Unreasonable demands and/or unreasonable levels of contact
9.3.1 A demand becomes unacceptable when it starts to impact excessively on the work of our staff, or when dealing with the matter takes up an excessive amount of time and in so doing, disadvantages other customers.
9.3.2 Where a customer is unreasonably demanding, repeatedly contacts Pets International or its agents in person, by phone, email etc., contacts various offices about the same issue, raises the same issue repeatedly, or sends us large numbers of documents about which the relevance is not clear, we may decide to:
i) Limit contact to telephone calls from the person at set times on set days;
ii) Restrict contact to a nominated member of staff who will deal with future calls or correspondence;
iii) See the person by appointment only;
iv) Restrict contact to written correspondence only;
v) Refuse to deal with further correspondence and return any documents;
vi) Advise the person that further irrelevant documentation will be destroyed; and
vii) Take any other action that we consider appropriate to the circumstances.
9.4 Taking action
9.4.1 Before we take any action, we will give the customer the opportunity to modify their behaviour. If the behaviour continues, we will take action as set out in this document.
9.4.2 Customers will be told in writing via system text, email or letter why a decision has been made, what the alternative arrangements will be and the length of time that these restrictions will be in place.
10. About These Terms
10.1 OTHER THAN AS EXPRESSLY SET OUT IN THESE TERMS OR ADDITIONAL TERMS, PETS INTERNATIONAL DOES NOT 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”.
10.2 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.
10.3 You should look at the terms regularly.
10.4 We’ll post notice of modifications to these terms on this page. We’ll post a notice of modified additional terms in the applicable Service.
10.5 Changes will not apply retroactively and will become effective no sooner than fourteen days after they are posted. However, changes addressing new functions for a Service or changes made for legal reasons will be effective immediately.
10.6 If you do not agree to the modified terms for a Service, you should discontinue your use of that Service.
10.7 If there is a conflict between these terms and the additional terms, the additional terms will control for that conflict.
10.8 These terms control the relationship between Pets International and you. They do not create any third-party beneficiary rights.