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1. Contract Basis & Quotations
1.1 Scope of Quotation: The quotation provided covers onlythe specific services explicitly listed.
Standard quotations exclude veterinary fees, boardingcharges, landing/import taxes, and flight cost increases beyond company control unless expressly itemised.
1.2 Quotation Adjustments: Quotations remain valid for alimited period and may be amended or withdrawn prior to contract acceptance due to changes in government importation rules, airline freight surcharges, or
incorrect information provided by the client.
1.3 Contract Formation: A binding agreement is establishedupon receipt of a signed quotation and deposit payment, or upon commencing the requested services.
2. Client Responsibilities & Documentation
2.1 Document Submission: Processing begins only upon receiptof complete, clear scanned documents.
The client must provide:
·Signed quotation and acceptance form.
· Fullvaccination records (showing all required inoculations, such as rabies,
distemper, hepatitis, or feline enteritis/influenza as applicable).
·Microchip certificates, sterilisation certificates, and Rabies Neutralising Antibody Titre Test (RNATT) results where required.
·Valid owner passport copy, proof of Malaysian address, and recent pet photograph.
2.2 Accuracy & Delays: The client warrants that allprovided details and pet measurements are complete and accurate. Any delays, permit re-applications, or additional costs resulting from missing,expired, or
incorrect documentation are the sole responsibility of the client.
3. Government, Airline & Third-Party Requirements
3.1 Coordination Scope: The company coordinates withrelevant authorities (including the Department of Veterinary Services / DVS Malaysia), testing laboratories, quarantine facilities, and overseas agent
(unless other arrangements have been made)
3.2 Third-Party Disclaimers: The company cannot guaranteegovernment permit approvals, laboratory test processing times or results, airline space availability, or quarantine clearance. Any extra fees or mandatory treatments imposed by third-party authorities must be settled by the client.
4. Pet Health, Crates & Emergency Veterinary Care
4.1 Fitness to Travel: The owner must ensure the pet is fitfor travel and disclose any pre-existing medical, physical, or behavioural conditions.
4.2 Travel Crates: Pets must travel in IATA-compliantcrates. If an owner-supplied crate is deemed unsuitable or rejected by an airline, the owner will bear the full cost of replacing the crate, including emergency
transport and handling charges.
4.3 Emergency Care Authorisation: If a pet requires medicalattention during transport or care, the company is authorised to engage qualified veterinary services at the owner’s sole expense.
5. Rates, Surcharges & Fees
5.1 Out-of-Hours & Public Holiday Surcharges: Servicesor customs cargo clearances required on weekends, public holidays, or unsocial hours (e.g., between 7:00 PM and 6:00 AM) incur an out-of-hours fee.
5.2 Waiting Time: Collection or delivery waiting timeexceeding the agreed schedule is also chargeable.
5.3 Short-Notice Bookings: Export and Import bookingsconfirmed less than 4 weeks prior to travel will incur a short notice administrative surcharge.
5.4 Process Repetition: If travel dates change aftergovernment inspection or permit issuance, or if permits expire, a repeat processing fee equal to 50% of the original document fee plus third-party expenses will apply.
6. Payment Terms, Deposit & Cancellation
6.1 Schedule of Payment: As per quotation acceptance to openthe file. The payment timeline is listed on the quotation
6.2 Surcharges & Transfer Fees: Credit card payments aresubject to a processing surcharge.
The client is responsible for all bank remittance charges(including international transfer fees) to ensure the net invoiced amount is received.
6.3 Cancellation & Refunds: A non-refundable processingfee (RM600 per pet) plus all third-party costs already incurred or committed (e.g., airline bookings, permit fees, laboratory charges) will be retained upon
cancellation. Any remaining balance paid will be refunded.
7. Limitation of Liability
7.1 Care & Control Boundary: The company exercisesreasonable care while pets are in its direct physical custody. Direct company responsibility ceases once the pet, documents, and crate are handed over to the
airline, airport ground handler, customs, government quarantine, or overseas agent.
7.2 Liability Exclusion: To the extent permitted by law, thecompany is not liable for injury, escape, illness, travel-related stress, pre-existing conditions, natural death, or mortality arising from airline handling,
flight cancellations, or third-party actions.
7.3 Cap on Liability: Total company liability for any provenclaim arising under the contract shall not exceed the total price paid by the client for the services. Consequential or indirect financial losses are strictly excluded.
8. Force Majeure Events
8.1 Definition: A Force Majeure Event refers to any event orcircumstance beyond the reasonable control of the company, including but not limited to:
·Natural disasters, extreme weather conditions, floods, earthquakes, or seasonal
temperature restrictions imposed by airlines.
·Epidemics, pandemics, quarantine restrictions, or sudden border closures.
·Strikes, lockouts, civil commotion, war, acts of terrorism, or airport closures.
·Airline flight delays, cancellations, aircraft type changes, weight restrictions, or route suspensions.
·Government policy alterations, sudden import/export regulation changes, or laboratory testing delays.
8.2 Effect of Force Majeure: The company’s performanceobligations under the contract are suspended for the duration of the Force Majeure Event. The company is not liable for any delays or failure to perform resulting from such events. Any additional costs incurred (such as extended boarding, vet re-examinations, or flight re-booking fees) shall be borne by the client.
9. Client Conduct & Termination
9.1 Right of Termination: The company reserves the right tosuspend or terminate services immediately without liability if the client fails to pay required balances on time, fails to provide required legal documents or provides false/misleading information, or displays abusive/unreasonable behaviour towards staff members.
9.2 Accrued Charges: Upon termination, all non-refundablefees and third-party expenses incurred remain fully payable by the client.
10. Confidentiality & Data Protection
Personal client data and pet documentation provided duringthe engagement are kept confidential and handled in accordance with applicable
Malaysian personal data protection standards. Information will be shared strictly with authorised third parties (such as DVS, airlines, veterinary clinics, testing laboratories, and customs) as necessary to perform the services.
11. Governing Law & Jurisdiction
This contract shall be governed by and construed inaccordance with the laws of Malaysia. Both parties submit to the exclusive jurisdiction of the courts of Malaysia for the resolution of any disputes
arising out of or in connection with this agreement.
12. Acceptance & Authorisation
Upon payment of a deposit; I confirm that I have read, understood,and agreed to the Terms and Conditions set out above, and authorise the company to carry out the pet relocation services on my behalf.