INTERNATIONAL TRAVEL TERMS AND CONDITIONS
These terms and conditions constitute the Contract between you (the pet owner) and us (Departure Pets ABN 76 634 563
465) herein called Departure Pets. Our employees are also protected under these terms and conditions; however, they do
not have the authority to make any commitments on our behalf or change any of these terms and conditions.
This quotation is valid for 30 days. Quotations are based on current tariffs. Freight tariffs are subject to increases without
prior notification from the airline. Any increases will be billed to the client’s account.
The quotation is based on the height and length of the pet/s or dimensions of your travel crates in centimetres, given by
the owner or their representative, and freight and crate charges are based on this information. If there is any increase
in the size of the pet or travel container, extra freight charges are to the owner’s account. All quoted amounts are
in Australian Dollars (AUD) unless otherwise noted and applicable Goods and Service Tax (GST) is payable as set out in the
quotation provided by Departure Pets.
• A $500 non-refundable deposit is required at the time of booking.
• Full payment is due at least 14 days prior to departure.
• Should full payment not be received; pet owner gives authorisation for Departure Pets to charge full balance to credit
card provided. Should this payment be declined, the pet/s booking will be cancelled immediately.
• In the case of the above occurring, once full payment has been received, a new booking will need to be placed and
possibly a delay in your pet/s travels
• Departure Pets reserves the right to charge a processing fee (in an amount notified by Departure Pets on our quote) for
all payments made by credit card.
NOTE: - In the case where an approved company will be settling costs, we require a written purchase order or letter
accepting our quotation prior to shipment of pets.
• Cancellations of flight bookings 10 business days or more from the flight date incur the forfeit of the $500.00 AUD
deposit paid, and any costs incurred to Departure Pets. ie: Crate Dispatch, Vet Fees etc
• Cancellations of flight booking within 3-10 business days of flight date incur the forfeit of 50% of the quoted amount.
• Cancellations of flight booking within 72 hours (3 business days) of flight date incur the forfeit of 100% of the quoted
PLEASE NOTE - ALL TIME SENSITIVE CANCELLATIONS ARE IN REFERENCE TO AEST TIME ZONE
• Amendments of flight bookings (rescheduling of the flight) once the booking has been submitted to the airline will incur
a fee of $250.00 AUD per flight date change.
• Amendments of documentation due to incorrect detail provided by owner (D.O.B, colour, microchip, age etc) will incur a
fee of $110.00 AUD once the booking has been submitted to the Australian Government and respective airline/s.
• Quotation has been provided to you based on the height and length of the pets/s or dimensions of your travel container/s, given by you to us. If there is any increase in the size of the pet or travel container/s, you will be required to pay additional fees in accordance with our schedule of fees.
Any refund that is payable by Departure Pets will be made within 5-7 business days from the date of refund being issued.
DELAYS AND CANCELLATIONS
Departure Pets cannot be held responsible for airline delays, cancellation of flights, incorrect routing by airlines, change
of aircraft type or available capacity by airlines, or loss of veterinary documents by airlines. Some countries require pets
to be quarantined upon arrival if flight arrival falls outside of standard business hours. Additional charges for kennelling/
quarantine and extra trips to the airport are for the client’s account.
DEPARTURE PETS IS NOT RESPONSIBLE FOR:
• Any fees resulting from delay due to weather restrictions.
• Any fees resulting from airline delays &/or cancellation of flights, change of aircraft type or available capacity.
• Any fees resulting from airlines refusing acceptance of animals on lodgement.
• These fees also relate to any fees applied to Departure Pets from a third party supplier and any fees that
Departure Pets impose i.e. Flight is cancelled, and Departure Pets need to provide additional boarding services.
• Pet off-loads, the airline has the right to off-load all pets from a single flight, this can be due to passenger freight
and over booked flights.
• Departure Pets / their vets / agents cannot be held responsible for unexpected quarantine costs on arrival into
destination country due to discovery of external parasites found upon inspection following arrival at destination.
It is highly advisable to have your pet/s professionally groomed a week prior to departure and kept in a clean,
inside environment prior to their international departure. Some countries have strict import regulations and will
quarantine pet/s for up to 2 weeks on arrival if external parasites are found. All costs in this situation are payable
by the owner/client. It is recommended to maintain a proper parasite prevention program in the months leading
up to your pet/s international departure.
DEPARTURE PETS TERMS AND CONDITIONS FOR PETS TRAVELING:
If your animal is pregnant or sick or injured, Departure Pets will require a vet certificate stating the animal is fit for
travel by air. This is to be provided to Departure Pets before the animal is permitted to travel.
The airlines reserve the right to refuse acceptance and Departure Pets will not be held liable. The customer will be
liable for flight fee and will have to re book pet transport flight. The subsequent total forfeit, flight fees and flight
costs will be at the customer's expense.
If the animal is brachycephalic/snub nose breed, Departure Pets will only travel your pet at the owner’s risk, with the
accompaniment of required documentation. They will require a BOAS examination performed by a registered
veterinarian (within 30 days) of the flight date – Departure pets hold no responsibility for the outcome of this
examination, should your pet fail and is deemed “not fit for air travel” a re-booking fee or cancellation fee will be
If you provide your own airline approved crate you confirm it complies with IATA requirements, otherwise Departure
Pets will not accept its use.
CRATES PROVIDED BY DEPARTURE PETS
Departure Pets will provide airline-approved travel crates when requested and paid for by the client and in accordance
with the quotation booking reference number.
INOCULATIONS AND DEWORMING
Where pets require kennelling in local boarding kennels, valid inoculation certificates MUST be produced. In most
instances inoculations and deworming is to be carried out at least two weeks prior to travel or admission into kennels.
Dogs must have a minimum of the C3 vaccination and Cats an F3 vaccination which are valid for one year. These must
have been completed at least 14 days prior to entry. It remains the client’s responsibility to ensure that the pet/s
inoculations are up to date.
All boarding costs whilst in kennels are to the client’s account and for animals staying for long or indefinite periods,
accounts must be settled monthly in advance. Should departure dates be delayed, extra kennelling costs are to the
client’s account, and must be settled prior to departure of pets.
Departure Pets are authorised to seek veterinary attention should this be deemed necessary whilst pets are in boarding
kennels or in our care. Where these circumstances arise, Departure Pets will attempt to notify the client and advise the
estimated fees involved. If we are unable to make, contact with the client in an emergency you acknowledge that
Departure Pets will seek veterinary advice and make this decision on their recommendation. Any outstanding vet fees will
need to be paid prior to transport by the client. We reserve the right not to transport or board vicious animals.
CONDITIONS OF KENNELLING
• I warrant that my animal is in fit and sound condition, free of ticks and fleas, and has been vaccinated
with at least a C3 (dogs) or F3 (cats).
• I give full authority to Departure Pets for calling a veterinarian, at my expense, in the event of illness or
• I acknowledge that due to the nature of boarding, my pet/s may be inadvertently exposed to airborne
viruses or other contagious medical conditions. I also understand that in those circumstances, any
veterinary treatments will be at my expense.
• I understand if tick and flea treatments if deemed necessary, will be at my expense.
• I acknowledge that while every effort will be made to administer medication (if required), Departure Pets
accept no responsibility should my pet/s not co-operate with the handlers.
• No responsibility is accepted by Departure Pets for personal items left with my pet/s. All should be
clearly marked with my pet’s name and booking reference.
Brachycephalic breeds can be more prone to respiratory distress and heat due to upper respiratory tract anatomical
anomalies which are common in these breeds. These anomalies increase the risk of illness and
mortality occurring during travel.
These breeds are also susceptible to increased risk of heat stroke and breathing problems when exposed to stress or
warmer temperatures and the owner /shipper hereby agrees to release, indemnify, and protect Departure Pets from and
against all claims, losses, damages, costs and proceedings that may be brought against or incurred by the shipper/s
owner/s as a result.
Some countries may have certain bio-security clearance and /or regulations we must adhere to, this includes the possible
requirement for a Customs Broker. These requirements are subject to change without prior notification from the
destination airport. For up-to-date and relevant customs requirements, please refer to a contact at your destination
airport/respective airline. It is the client’s responsibility to ensure any documentation/vaccinations requested by
Departure Pets are made compliant - in accordance with the guidance and request of your travel consultant. If any
amendments to paperwork are required in order to reach compliance, it is the responsibility of the client to arrange this
within a timely manner of request. Departure Pets will not be responsible for any fees, detention charges or delays as a
result of late paperwork.
Departure Pets will not transport pets under sedation and will not administer sedatives unless recommended by your vet
with supporting documentation.
The airlines reserve the right to refuse acceptance of a sedated pet and Departure Pets will not be held liable.
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. Departure Pets must be told in writing by the client’s veterinarian of these
instances and will not be held responsible for any over dosage, any side effects or death due to poorly administered
sedatives that clients’ veterinarians provide their pets.
Whereas the utmost care and attention is given to clients’ pets, they are handled with the understanding that Departure
Pets, the kennels, the airline, and veterinarian are at no time to be held responsible for loss, death, illness, injury or
accident due to any cause, either natural or accidental. Departure Pets reserve the right to perform an autopsy in the
unlikely event of the death of a pet during transit.
Your Pet is transported entirely at your risk, and it is your responsibility to take out and maintain comprehensive
insurance on your Pet with a reputable insurer covering all risks associated with travel, including illness, injury, infection,
death and damage to any other animal, person or property caused by or contributed to by your Pet.
Insurance for your Pets during the provision of Services (including when your Pet is in kennels or during travel) is not
included in the Fee.
Neither party is liable for any delay or failure to perform its obligations other than your obligation to pay the Fees
pursuant to this Agreement if such delay or failure is due to Force Majeure.
If a delay or failure by a party to perform its obligations due to Force Majeure exceeds 30 days, either party may
immediately terminate this Agreement by written notice to the other.
We understand that you value your privacy and wish to have your personal information kept secure. You can view the full
Pets.com.au or upon request from us. By providing us with your personal information you are confirming your
AUSTRALIAN CONSUMER LAW
Nothing in this Agreement is intended or will be construed as excluding, restricting, or modifying or having the effect of
excluding, restricting or modifying the application of all or any of the provisions of Division 1 of Part 3-2 of the Australian
Consumer Law (Consumer Guarantees).
Our maximum aggregate liability to you:
I. If negligent with the Consumer Guarantee (where applicable) under the Australian Consumer Law in respect of the
supply of the pet transport
II. for loss or damage suffered by you because of any negligence; is limited, at our sole discretion, to:
A. supplying the Services again; or
B. paying the cost of having the Services supplied again.
This Agreement is governed by and construed in accordance with the laws of the State of Victoria, Australia and the
parties irrevocably submit to the exclusive jurisdiction of the courts of or in that State and Courts of appeal therefrom.
DECLARATION FOR TRANSPORT
I declare that all the applicable air transport requirements have been met and that it is the client’s responsibility to
understand and be aware of the appropriate air transport laws and regulations.
Please be aware that all cargo is subject to security and clearing procedures and that it is illegal to consign cargo as an
unauthorised explosive device.