1. FIRST CLASS PET TRANSPORT 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 First Class Pet Transport you are agreeing to accept ALL the conditions of carriage detailed below without exception and agree that First Class 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 First Class its agents or franchisees.
1.4 The utmost care and attention is given to your pets, they are handled with the understanding that First Class Pet Transport 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 First Class offices to provide transport for the pet that any animal can become stressed and chew or damage themselves on their crates or crate base for toileting.
1.6 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 First Class its agents or franchisees.
1.7 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 owners risk and will require a veterinary clearance.
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. First Class Pet Transport reserves the right not to travel animals more than 3 weeks post insemination. Any pregnancy loss, health decline or death of a pregnant animal is at the risk (financial and otherwise) of the customer, and First Class Pet Transport are relinquished of all responsibility.
2.3 If your animal is sick (non-contagious) or injured you must provide a veterinary certificate stating it is fit to travel. First Class Pet Transport reserves the right to refuse transport of any animal that appears ill and may possibly be contagious (at the driver’s discretion).
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, extra freight charges are at the owner’s expense. If the pet is too large for the crate booked for them, transport will be rescheduled and a $100 reschedule fee will apply as well as the difference in cost of the large required crate.
3.3 Our handling charges in this quotation are valid for 30 days unless changes outside of First Class direct control impact on the quotation. All extra costs are at the pet owners 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 to the client’s account.
3.5 Insurance for pets whilst in kennels or during travel is not included in our charges.
3.6 Requesting alterations to bookings: The first change to bookings is normally Free Of Charge, thereafter, a $25.00 AUD to $100 administration fee for each change and any subsequent change will be applied.
4.1 First Class 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 First Class recommends that any pet documents/puppy packs are NOT attached to crates when being transported as First Class accepts no responsibility for any loss or damage incurred.
4.3 First Class 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 First Class for pick up or delivery of animals are estimates only.
4.6 First Class will not be held responsible or liable for any delays incurred by DAFF / Vet staff used by First Class and any on costs of delays how so-ever 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 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.
4.9 We accept no liability for any loss, cost or inconvenience suffered by any party as a result of any alteration to our timetable.
5. KENNELING AND VETERINARY REQUIREMENTS
5.1 First Class are authorised to seek veterinary attention for an animal should this be required whilst pets are in transit, boarding kennels or at our facilities.
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.
6. ADDITIONAL NOTES
6.1 There are special requirements for young kittens or puppies;
6.1.1 If your puppy or kitten is less than 8 weeks old then we will not be able to accept it for travel.
6.2 There are special requirements for older dogs & cats;
6.2.1 If your dog or cat is older than 8 years, you accept all risks involved, including death.
6.3.1 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.
7. VACCINATIONS, DEWORMING, FLEA & TICK CONTROL, BOARDING AGREEMENT.
7.1 Where pets require kennelling in local boarding kennels, valid vaccination certificates MUST be produced. In most instances inoculations and de-worming is to be carried out at least two weeks prior to travel or admission into kennels.
7.2 Validity: Dogs – C5, Cats – F3, valid for one year and to have been done more than 14 days prior to entry. It remains the client’s responsibility to ensure that the pet/s inoculations are up to date.
8 Boarding Agreement
8.1 In the rare case that your pet is injured or requires emergency medical treatment, one of our team members will contact you.
8.2 If we cannot contact you, you give First Class and all kennels that First Class use consent to contact their vet to treat your pet(s).
Vet costs will be charged at your expense and payable upon pickup of the animal. This will only be done if our team deems it completely necessary.
8.3 You confirm that your Dog(s) is/are fully vaccinated against Parvovirus, Hepatitis, Distemper, Parainfluenza and Bordetella (C5). My Cat(s) is/are fully
vaccinated against Feline Enteritis, Feline Rhinotracheitis and Feline Calicivirus (F3). Any other animal boarding with the facility has had the
appropriate treatment/vaccinations as needed.
8.4 While the First Class Team will make every effort to ensure all of my pet/s belongings are kept with my pet/s during their stay,
I understand that they accept no responsibility for items left, misplaced, lost or in lesser condition then they were left.
8.5 I agree that in the event of arrears or after due notice in writing, First Class shall have the right to depose of animal(s) and this shall not release me
from liability for any unpaid fees or charges. In the event of suspected abandonment, the First Class Team will attempt to make contact for a
two week period before taking appropriate steps to re-home the animals.
8.6 I acknowledge that while the team will take reasonable care, they cannot be held responsible for injury, death, loss or damage of any kind what so
ever that may occur to any pet this includes kennel cough and the like.
8.7 I have, to my full knowledge, disclosed all health concerns, special needs and behavioral issues in regards to all of my pet/s.
8.8 From time to time, The First Class Team may take photos and videos of your pet/s during their stay. I hereby grant First Class 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.
8.9 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
our Team deems it 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, the Team has the right to refuse animals for board until such time
as the treatment has additional been given; these treatments are available directly at check-in. Clients must be aware
that even though First Class takes all due care regarding the prevention and treatment of paralysis ticks, it is not possible to guarantee that these
instances will not occur. The Team does not take any responsibility in the instance that a pet suffers from tick poisoning, even if sufficient treatment has been administered.
WE DO NOT RECOMMEND ANY TYPE OF SEDATIVE BE USED
9.1 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. First Class will not be held responsible for over dosage, any side effects or death due to poorly administered sedatives. Please be aware Airlines / Fright companies may refuse to travel / accept non-responsive pets due to sedatives. It is the pet owner’s responsibility to notify First Class of any medical conditions that your pet might have prior to travel. Pets with medical conditions always travel at the owner’s risk.
10. PAYMENTS, CANCELLATIONS AND REFUNDS
10.1 PAYMENTS ARE TO BE MADE BY CASH, ONLINE CHECKOUT OR CREDIT CARD, PRIOR TO THE DEPARTURE OF THE PETS.
10.2 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 24 hours prior to the scheduled travel booking time. First change request actioned free of charge, each subsequent change request incurs a $25.00 change fee. Subsequent change requests up to three (3) weeks prior to booked travel will incur a $25.00 change fee.
10.3 If First Class Pet Transport have to cancel for any reason (other than refusing to transport a pet due to being substantially injured or visibly/audibly ill, Mechanical issues and dangerous weather conditions where the safety of the driver or cargo may be at risk), the customer is entitled to a 100% refund of transport cost.
10.4 Driver's judgement is final regarding condition of the pet - if deemed sick or injured and driver has refused to travel the pet, rescheduling will be offered at a rate of 50% travel fee and a new vet clearance must be obtained prior to travel.
10.5 If customer alerts First Class Pet Transport more than 72 hours prior to travel that the pet is sick/injured and unable to travel on scheduled date, rescheduling will be offered at no cost.
10.6 Cancellations upon customer request will be charged a 20% booking fee, if cancelled within 72 hours of transport no refund will be given.
10.7 Cancellations resulting in refunds will be processed within 7-21 business days you hereby agree to this terms at time of payment.
11.1 To comply with First Class ACCA approval we are bound to make all customers aware that it is illegal to consign as cargo an unauthorized explosive device.
12. FIRST CLASS MANAGEMENT OF CREDIT INFORMATION POLICY
12.1 Any information obtained will be held electronically on the individual First Class 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.
12.2 The First Class office will not disclose or share any information obtained with any third party without either:
12.2.1 The express written permission of the applicant, or,
12.2.2 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.
12.3 Nothing in this policy restricts the First Class 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.
13. ABUSE POLICY
13.1.1 At First Class Pet Transport, we believe that our customers have a right to be heard, understood and respected.
13.1.2 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.
13.1.3 We expect all our customers to treat our staff with courtesy and respect at all times.
13.1.4 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.
13.1.5 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.
13.1.6 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.
13.2 Aggressive or abusive behaviour.
13.2.1 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.
13.2.2 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.
13.3 Unreasonable demands and / or unreasonable levels of contact
13.3.1 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.
13.3.2 Where a customer is unreasonably demanding, repeatedly contacts First Class 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.
13.4 Taking action
13.4.1 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.
13.4.2 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.
14. ABOUT THESE TERMS
14.1 OTHER THAN AS EXPRESSLY SET OUT IN THESE TERMS OR ADDITIONAL TERMS, FIRST CLASS 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”.
14.2 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.
14.3 You should look at the terms regularly.
14.4 We’ll post notice of modifications to these terms on this page. We’ll post notice of modified additional terms in the applicable Service.
14.5 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.
14.6 If you do not agree to the modified terms for a Service, you should discontinue your use of that Service.
14.7 If there is a conflict between these terms and the additional terms, the additional terms will control for that conflict.
14.8 These terms control the relationship between First Class and you. They do not create any third-party beneficiary rights.