Moorholme Pet Transport
P.O. Box 60
Keilor, Victoria, Australia 3036
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Please read the following terms and conditions carefully.
You must not make any booking unless you are 18 years of age or older and understand and agree with the following terms and conditions. The terms and conditions apply to bookings you make with our consultants (in-person, over the phone or by email).
1.1 Services
(a) Moorholme Pet Transport shall provide and perform the Services on the Transportation Date and Time, to the Transportation Destination using the Transportation Carrier, or as otherwise determined.
(b) The Pet Owner may request Services by telephone to Moorholme Pet Transport or by using Moorholme Pet Transport’s website. Quotes obtained from Moorholme Pet Transport’s website are not binding and the applicable Fee shall be confirmed by Moorholme Pet Transport prior to payment being charged to the Owner’s credit card.
(c) A booking for Services shall be considered confirmed upon payment of the Fee and/or acceptance of Quotation.
(d) Moorholme Pet Transport retains the right to refuse to provide the Services to any Owner for any reason, whether prior to or during the course of provision of the Services.
1.2 Professional standard of care
Moorholme Pet Transport will ensure that the Services are performed in a diligent and professional manner and to the standard of skill and care expected of a professional experienced in the provision of the type of services.
1.3 Defective performance
Moorholme Pet Transport guarantees that if there is a defect in the performance of the Services, Moorholme Pet Transport will remedy the defect or re-do the Services at no additional cost to the Pet Owner.
1.4 Delivery of Animal to Moorholme Pet Transport
(a) The Owner shall arrange for delivery of the Animal to Moorholme Pet Transport’s office or the relevant airlines freight centre, or make such other arrangements with Moorholme Pet Transport for the collection of the Animal by Moorholme Pet Transport or its agents.
(b) Moorholme Pet Transport shall not be liable for any Claims in respect of the period immediately prior to Moorholme Pet Transport taking possession of the Animal. The Pet Owner agrees to indemnify Moorholme Pet Transport in relation to any such Claim.
1.5 Selection of Transportation Carrier
(a) The Pet Owner shall select the Transportation Date and Time, the Transport Destination and may request the Transportation Carrier for the Services to be performed.
(b) The Pet Owner may select a Transportation Carrier and Transportation Date and Time for the Services, based on the availability of such Transportation Carriers, as advised by Moorholme Pet Transport to the Owner at the time of the booking for Services being made.
(c) Moorholme Pet Transport may substitute a choice of the Transportation Carrier or Transportation Date and Time at their discretion, based on availability of Transportation Carriers, provided that such substitution shall not affect the delivery of the Animal in substance.
(d) Moorholme Pet Transport shall advise the Owner of any changes to the Transportation Carrier or Transportation Date and Time prior to the Animal boarding the Transportation Carrier, where possible.
(e) In the event that the Owner is not agreeable to the changes to the Transportation Carrier or Transportation Date and Time, prior to the Animal boarding the Transportation Carrier, the Owner must advise Moorholme Pet Transport and Moorholme Pet Transport will remove the Animal from boarding with the Transportation Carrier pending further instructions from the Owner.
1.6 Compliance with Transportation Carrier policies
The Pet Owner acknowledges that provision of the Services by Moorholme Pet Transport is subject to any terms and conditions imposed on Moorholme Pet Transport by a carrying entity and by the entering of this Agreement, the Owner consents to being bound by such terms, as amended from time to time.
1.7 Missed Flights/Connections
(a) In the event that a flight or connection is missed or cancelled, or for any other reason, the selected Transportation Date and Time for provision of the Services cannot be met, Moorholme Pet Transport shall do all things necessary to arrange the next available transport of the Animal to the Transport Destination on similar terms.
(b) Any costs incurred in relation to the rebooking of transportation, including any requisite Kennel Boarding costs, shall be borne by the Owner, unless such delay is caused directly by Moorholme Pet Transport.
(c) The Owner irrevocably authorises Moorholme Pet Transport to deduct the cost of additional services incurred by Moorholme Pet Transport or its agents under this Clause and any related costs from the credit card details provided to Moorholme Pet Transport at the time of the Services being booked.
1.8 Assignment of Service performance
(a) Moorholme Pet Transport may assign and/or subcontract any part of the Services at their discretion.
(b) The Owner acknowledges and agrees that the physical possession and care of the Animal will be with the Transportation Carrier during part of the period in which the Services are provided. The Owner further agrees that any Claim arising in relation to this period shall be solely between the Owner and the Transportation Carrier and the Owner indemnifies Moorholme Pet Transport absolutely in relation to such Claims.
1.9 QUOTATIONS
All Quotations provided are valid for 30 days from date of quotation.
2.1 By making a booking you are identifying that you are 18 years of age or older and understand and agree with these terms and conditions.
2.2 The Owner warrants and represents that the Animal is the property of the Owner and the Owner has to right to contract with Moorholme Pet Transport in relation to the Services.
2.3 The Owner must provide emergency contact details to Moorholme Pet Transport at the time of making the booking for the Services.
2.4 The Owner must ensure that they are contactable by their emergency contact details at all times. Failure to be contactable by Moorholme Pet Transport at any time shall be a breach of the Service Agreement and any action taken or costs whether direct or indirect incurred by Moorholme Pet Transport as a result of Moorholme Pet Transport’s inability to contact the Owner shall be deemed to not be a breach of the Agreement in any respect and the Owner shall fully indemnify Moorholme Pet Transport in relation to all matters arising from the operation of this Clause.
2.5 The Owner shall ensure that the Animal is properly crated for transport in accordance with Transportation Carrier’s requirements. In the event that the Animal is incorrectly crated, the Owner authorises Moorholme Pet Transport to re-crate the Animal in a manner acceptable to the Transportation Carrier. The Owner irrevocably authorises Moorholme Pet Transport to deduct the cost re-crating the Animal, including Moorholme Pet Transport’s time and the costs of a new crate, from the credit card details provided to Moorholme Pet Transport at the time of the Services being booked.
2.6 The Owner shall ensure that all things are signed and done to ensure that the Services can be provided by Moorholme Pet Transport. This includes, but is not limited to:
(a) The Owner shall be responsible for obtaining any licenses or permits required to own or transport or collect the Animal at either end of the Transportation Destination;
(b) Ensuring that the inside of the Animal crate is clean of faeces. In the event that inside of the crate requires cleaning prior to boarding with the Transport Carrier or during the period in which Moorholme Pet Transport or its agents are in possession of the Animal, Moorholme Pet Transport may, at its discretion charge a fee to the Owner for cleaning of the crate.
2.7 Where the Owner delivers the Animal to the Transportation Carrier directly for carrying out of the Services, the Owner must provide an emergency contact telephone number to the Transportation Carrier. In the event that Moorholme Pet Transport is called to any location requested by the Transportation Carrier in relation to an Animal, Moorholme Pet Transport may in its absolute discretion elect to charge the Owner a call out fee.
2.8 The Owner agrees that in addition to the terms of this Agreement, the Owner is bound by the service terms of any applicable Transportation Carrier in relation to provision of the Services.
2.9 The Owner indemnifies Moorholme Pet Transport in relation to any sums or liability incurred by Moorholme Pet Transport in relation to the Services, or variations to the Services as set out in the Service Agreement.
2.10 The Owner irrevocably agrees that all amounts payable to Moorholme Pet Transport may be deducted from the credit card details provided to Moorholme Pet Transport at the time of the Services being booked, without prior notice to the Owner.
Moorholme Pet Transport entirely excludes the following:
3.1 Cases involving the sedation of an Animal prior to the Animal coming into the possession of Moorholme Pet Transport or the Transportation Carrier. In the event that an Animal is sedated prior to travelling, the Transport Carrier may refuse to carry such Animal. In the event that the Transportation Carrier refuses to carry said Animal, the Owner shall bear Moorholme Pet Transport’s costs associated with Kennel Boarding the Animal until such time that the Animal is accepted by the Transportation Carrier for transport to the Transportation Destination. Any costs associated with Kennel Boarding or rebooking the transportation time and date shall be borne by the Owner. Moorholme Pet Transport shall not be liable for failure to provide the Services in such event.
3.2 Loss, damage, injury, death, disability, contraction of a disease/condition or any other damage caused to the Animal whilst the Animal is not in the possession of Moorholme Pet Transport. The Owner indemnifies Moorholme Pet Transport in respect of all Claims relating to such events;
3.3 Loss, damage, injury, death, disability, contraction of a disease/condition or any other damage caused by the Animal to other persons or animals whilst the Animal is not in the possession of the Owner. The Owner indemnifies Moorholme Pet Transport in respect of all Claims relating to such events;
3.4 Loss, damage, injury, death, disability, contraction of a disease/condition or any other damage caused to the Animal or any other person or animal as a result of the Animal escaping from its crate, Kennel Boarding or other location;
3.5 Loss, damage, injury, death, disability, contraction of a disease/condition or any other damage caused to the Animal by virtue of that Animal being crated with other animals at the direction of the Owner;
3.6 Transportation of livestock/farming, zoological and aquarium animals;
3.7 All Claims in respect of refusal by a Transportation Carrier to transport an Animal for any reason;
3.8 Disputes regarding the ownership of an animal to which Services apply.
4.1 All Payments are to be made in advance, prior to animal transport unless prior arrangements are made and confirmed in writing.
4.2 The Owner irrevocably authorises Moorholme Pet Transport to deduct the cost of the Services and any related costs from the credit card details provided to Moorholme Pet Transport at the time of the Services being booked. Moorholme Pet Transport reserves the right to charge a surcharge (in an amount notified by Moorholme Pet Transport to you from time to time) for all payments made by credit card.
4.3 Acceptable payment methods are cash at Moorholme Pet Transports’ facilities, credit card, direct deposit or bank cheque. Any payments by cheque must be received and cleared at least two weeks prior to scheduled departure.
4.4 A lien will exist over all such animals until full payment has been received.
4.5 Moorholme Pet Transport may, at its sole discretion, charge interest on overdue accounts each day that the account remain overdue at the penalty interest rate specified pursuant to section 2 of the Penalty Interest Rates Act 1983 (Vic).
4.6 The Owner shall pay all costs and expenses incurred by Moorholme Pet Transport, its advisers, mercantile agents and any other person, in respect of any action commenced or considered against the Customer, whether for debt, enforcement of a lien, or otherwise.
4.7 The Owner authorises Moorholme Pet Transport to report the Owner to a credit rating agency in the event that the Owner has not paid Moorholme Pet Transport in accordance with these terms and conditions.
5.1 The Owner agrees that Moorholme Pet Transport may determine whether an Animal requires emergency treatment for any condition at any time the Animal is in the possession of Moorholme Pet Transport or its authorised agents. Whilst, Moorholme Pet Transport will endeavour to contact the Owner to advise of the emergency and proposed course of treatment, the Owner agrees that if such contact is not feasible, that Moorholme Pet Transport shall be authorised to determine and approve any necessary treatment, at the cost of the Owner.
6.1 If required, in the event that the Animal is delivered to Moorholme Pet Transport in advance of the date of travel, Moorholme Pet Transport shall arrange for boarding of the Animal until the specified travel date and time.
6.2 The Owner may specify a Boarding Kennel/Cattery for the Animal, if necessary, however, Moorholme Pet Transport may substitute a Boarding Kennel/Cattery if necessary, at the discretion of Moorholme Pet Transport.
6.3 The Owner shall be liable for any fees associated with the Boarding Kennel/Cattery of any Animal and agrees and irrevocably authorises Moorholme Pet Transport to deduct such expenses from the Owner’s credit card details provided to Moorholme Pet Transport at the time of booking the Services.
7.1 In the event that vaccinations are required prior to transportation, Moorholme Pet Transport will advise the Owner of the requirement of such vaccinations and the costs associated thereto.
7.2 The Owner shall arrange for the appropriate vaccinations for the Animal prior to provision of the Services and delivery of the Animal to Moorholme Pet Transport; or shall instruct Moorholme Pet Transport to arrange for such vaccinations, at the Owner’s cost.
7.3 The Owner shall be liable for any fees associated with the required vaccination of any Animal and agrees and irrevocably authorises Moorholme Pet Transport to deduct such expenses from the Owner’s credit card details provided to Moorholme Pet Transport at the time of booking the Services.
7.4 Inoculations and parasite treatments
7.5 Where the Services include accommodation that requires inoculations and parasite treatments, you must provide valid and current inoculation certificates to us prior to the provision of Services. In most instances inoculations and deworming are to be carried out at least two weeks prior to travel. You are responsible for ensuring the inoculations/treatments are valid and current.
7.6 While inoculation/treatments are an additional step to ensure your Pet’s safety and comfort, not all airborne infections are preventable. Moorholme Pet Transport, our employees, subcontractors and agents will not be held liable for and are released from liability for infection of your Pet.
Where your Pet requires sedatives or you make a written request that we use sedatives on your Pet, sedatives are strictly to be arranged by you and to be prescribed and issued by your regular veterinarian. Moorholme Pet Transport, our employees, subcontractors and agents will not be held responsible for and are released from liability for any over dosage, any side effects or death of your Pet due to the use of sedatives when used in accordance with the instructions provided with the sedative.
We strongly recommend that you take out travel insurance to cover all your pets travel arrangements.
9.1 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 for 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.
9.2 Insurance for you and your pet/s during the provision of Services is not included in the Fee.
10.1 When possible, Moorholme Pet Transport shall advise the Owner in advance as to whether there is a requirement to place any Animal, as a part of the Services, into quarantine in any country or state of Australia.
10.2 The Owner shall meet the full costs of any quarantine requirement. The Owner agrees that he/she shall be liable to Moorholme Pet Transport for the costs associated with any quarantine requirement, including Moorholme Pet Transport’s costs in arranging such quarantine requirement.
10.3 Moorholme Pet Transport shall liaise with AQIS where necessary and all charges of AQIS in relation to any Animal, shall be borne by the Owner. Moorholme Pet Transport will issue invoices payable before the Transportation Date and Time in respect of such quarantine services and will require such expenses to be prepaid by the Owner. The Owner may be invoiced separately for ongoing quarantine costs, as incurred by Moorholme Pet Transport.
10.4 Moorholme Pet Transport shall provide the Owner with updates in relation to the health, wellbeing and location of any Animal in quarantine, including, but not limited to AQIS.
10.5 The Owner acknowledges and agrees that once the Animal in under quarantine, Moorholme Pet Transport is no longer responsible for the treatment of such Animal and time in quarantine does not form a part of the duration of Services.
10.6 The Owner agrees that in the event of quarantine being necessary, the Owner will do and sign all things required by the quarantine authority/provider.
10.7 Moorholme Pet Transport shall not be liable for any determinations made by a quarantine authority.
10.8 The Owner discharges and indemnifies Moorholme Pet Transport relating to any Claim in relation to the time the Animal is in a quarantine facility and the Animal’s treatment during quarantine.
11.1 Moorholme Pet Transport cannot be held responsible or liable for delays caused to your pets transport due to weather.
11.2 Moorholme Pet Transport has instigated a Heat Policy for the movement of pets. At temperatures of 35 degrees C or more extreme caution should be used when planning flights. At temperatures of 38 degrees C or greater Moorholme Pet Transport will not take pet travel bookings and will suspend all pet travel bookings at affected ports and any existing bookings will be postponed or altered where possible to another date or time.
12.1 Moorholme Pet Transport may immediately terminate the Services if the Owner is in breach of the Terms & Conditions.
12.2 Moorholme Pet Transport may terminate the Services at any time where the Owner does not do all things necessary in Moorholme Pet Transport’s opinion to ensure that the Services can be provided by Moorholme Pet Transport.
12.3 The Owner may terminate the Services at any time prior to the Animal being transported.
12.3.1 For domestic carrying: In the event that the Owner cancels the Services 48 hours or more in advance, the Owner shall be entitled to a refund of 75% of the Fee paid.
12.3.2 For domestic carrying: In the event that the Owner cancels the Services 24 hours or less in advance, the Owner shall be entitled to a refund of 50% of the Fee paid.
12.3.3 For domestic carrying: In the event that the Owner cancels the Services within 12 hours, the Owner shall not be entitled to a refund of any amount for the Fee paid.
12.3.4 For international carrying: In the event that the Owner cancels the Services 10 days or more in advance, the Owner shall be entitled to a refund of 90% of the Fee paid, excluding Moorholme Pet Transport’s out of pocket expenses.
12.3.5 For international carrying: In the event that the Owner cancels the Services less than 10 days in advance, the Owner shall be entitled to a refund of 70% of the Fee paid, excluding Moorholme Pet Transport’s out of pocket expenses.
12.3.6 All refunds will be direct deposited to clients BSB and Account Number or held as credit.
13.1 The Owner irrevocably agrees that the Owner must not publish, post or communicate, or cause any third party to post, publish or communicate, any negative comment, criticism, photograph or portrayal, or any information which could be inferred to be a negative comment, criticism, photograph or portrayal, pertaining to Moorholme Pet Transport or the Services on any print or electronic platform (including any form of media or social media) that is false, misleading or deceptive.
13.2 Clause 13.1 of these terms and conditions survives termination of these terms and conditions.
13.3 Where the Owner takes any issue pertaining to Moorholme Pet Transport or any aspect of the Services (including in respect of any defect in performance of the Services), the Owner irrevocably agrees to:
13.3.1 give notice to Moorholme Pet Transport in writing of the Owner’s issue;
13.3.2 allow Moorholme Pet Transport 20 business days (or such further time reasonably requested by Moorholme Pet Transport) to investigate and respond to the Owner’s issue, having regard to these terms and conditions; and
13.3.3 not publish, post or communicate, or cause any third party to post, publish or communicate, any negative comment, criticism, photograph or portrayal, or any information which could be inferred to be a negative comment, criticism, photograph or portrayal, pertaining to Moorholme Pet Transport or the Services on any print or electronic platform (including any form of media or social media) while the Owner’s issue is being investigated and responded to, or otherwise while any dispute exists between Moorholme Pet Transport and the Owner in respect of the issue.
13.4 The Owner acknowledges and agrees that if Moorholme Pet Transport suffers any loss or damage as a result of any breach by the Owner of Clauses 13.1 or 13.3, that loss and damage will be a debt due and payable by the Owner to Moorholme Pet Transport, which will be recoverable by Moorholme Pet Transport in the same manner as any ordinary debt, and the Owner indemnifies Moorholme Pet Transport to the extent of any such loss or damage.
13.5 Nothing in this Clause prevents the Owner from communicating with, or making any negative comment or criticism, or providing photographs or portrayals, or providing any information which could be inferred to be a negative comment, criticism, photograph or portrayal, pertaining to Moorholme Pet Transport or the Services to a government body.
13.6 Moorholme Pet Transport and the Owner acknowledge and agree that the purpose of this Clause is to:
13.6.1 address the disproportionate effect that negative (including false, misleading or deceptive) consumer reviews can have on Moorholme Pet Transport’s business;
13.6.2 legitimately protect Moorholme Pet Transport from financial loss and loss to its reputation; and
13.6.3 aid in the good faith resolution of Owners’ issues.
The Owner must indemnify and keep Moorholme Pet Transport indemnified at all times against any Claim whatsoever against Moorholme Pet Transport by any person arising directly or indirectly out of the provision of the Services under the Service Agreement or out of any breach of the Agreement by the Owner.
15.1 The content of Moorholme Pet Transport website and associated mobile Apps are provided for information purposes only. No claim is made as to its accuracy, authenticity, appropriateness or suitability for a user’s particular needs or circumstances or for any particular use. Moorholme Pet Transport accept no liability for any loss or damage caused by any error or omission contained in the information
15.2 Moorholme Pet Transport terms and conditions may be updated occasionally, with or without notice to users. The most current version of the terms and conditions will always be available on the website.
15.3 Moorholme Pet Transport makes no claim, representation or warranty as to the accuracy or completeness of information or other content of the Moorholme Pet Transport website.
16.1 Moorholme Pet Transport has Gift Certificates available in denominations of $10; $15, $20, $25, $50, $100.
16.2 Gift Certificates:
16.2.1 Entitles holder to discount on value of Gift Certificate, on your pet travel booking throughout Australia and overseas, including importation booked through Moorholme Pet Transport
16.2.2 non transferrable to other parties.
16.2.3 can only be used on a single use basis and must be surrendered at time of making of booking.
16.2.4 must be used by the stated “Use By” date as stipulated on the Gift Certificate.
16.2.5 are not transferable for cash
17.1 If any Clause of these Terms & Conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other Clauses of these Terms & Conditions will continue in effect
17.2 The courts of Victoria, Australia will have exclusive jurisdiction to adjudicate any dispute arising under or in connection with these Terms & Conditions
17.3 Any failure by Moorholme Pet Transport to enforce any Clause in these Terms & Conditions will not be deemed to be a waiver of the enforcement of other clauses.
18.1The owner of a Brachycephalic Breed dog or cat will subject the pet to pass a Brachycephalic Obstruction Airway Syndrome (BOAS) Fit to Fly Assessment conducted by a registered veterinarian in the state of departure before being eligible to fly with Moorholme Pet Transport or its airlines or agents. This service is not included in our prices and liable for either sender or receiver to make payment.
18.2 All Brachycephalic breed pets are to be a minimum of 12 weeks of age and maximum of 7 years of age at time of travel.
18.3 All Brachycephalic Breed dogs and cats travelling on Qantas Airlines, Sharp Airlines or other airline are able to travel on a maximum of two sectors per day unless stipulated otherwise by airline policy.
18.4 All Brachycephalic Breed dogs and cats travelling on Virgin Airlines is able to travel on a maximum of one sector per day.
18.5 All Brachycephalic Breed dogs and cats are to travel in a crate size at least 20% larger than a non-brachycephalic breed dog or cat.
18.6 All Brachycephalic Breed dog and cats to wherever possible travel prior to 09:00am and after 18:00pm.
18.7 All Brachycephalic Breed Dogs and cats are highly susceptible to adverse weather conditions on extreme days are to have pet’s travel itinerary change to an alternate date.
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