Terms & Conditions

TERMS & CONDITIONS
Please read the following terms and conditions carefully before using AeroPets’ services. By using our services, you agree to comply with these terms and conditions:

DEFINITIONS
– “AeroPets” refers to the pet relocation company.
– “Customer”, “Owner”, “Client” refers to the individual or entity engaging AeroPets’ services for pet relocation.
– “Pet” refers to the animal(s) being relocated.

SERVICE AGREEMENT
– Scope of Application: These terms and conditions pertain to all services provided by AeroPets to its customers.
– Customer Acceptance: By utilizing AeroPets’ services, customers are deemed to have agreed to abide by these terms and conditions, as well as any specific terms stated in the quote.
– Comprehensive Agreement: These terms and conditions constitute the entire understanding between the customer and AeroPets, superseding any prior agreements, whether oral or written, relating to the order.
– Written Confirmation: AeroPets is not bound by any statements made subsequent to the customer’s acceptance of the order, unless they are mutually agreed upon and documented in writing.
– Eligibility: Customers must be at least 18 years old and have the legal capacity to enter into a contract with AeroPets.
– Quote Acceptance: The customer’s acceptance of the quote provided by AeroPets signifies their acknowledgment and acceptance of these terms and conditions.

TERMINATION & DISPUTE RESOLUTION
– Suspension of Services: In the event that a customer fails to comply with any of the terms and conditions outlined in our agreement, or if continued service poses a risk to the safety, health, or wellbeing of AeroPets’ staff, other customers, or the pets being transported, AeroPets reserves the right to suspend the provision of our services. This includes situations where the customer fails to fulfill their obligations or violates any agreed-upon terms.
– Unauthorised Use and Policy Violations: Any unauthorized use of AeroPets’ services or violations of our policies will not be tolerated. Such actions may result in the suspension of services or termination of the agreement.
– Disruptive Behavior: AeroPets expects all customers to treat our staff and other customers with respect and professionalism. Disruptive, abusive, or disrespectful behavior will not be tolerated and may lead to the suspension of services or termination of the agreement.
– Rejection of Additional or Conflicting Terms: Any additional or conflicting terms found in other customer documents, submitted prior to or following the agreement date, are explicitly rejected by AeroPets.
– No Guarantee of Availability: While AeroPets strives to accommodate all service requests, availability may be limited due to factors such as high demand or capacity constraints. AeroPets does not guarantee the availability of services and may refuse or reschedule requests based on operational considerations.

OBLIGATIONS OF THE CUSTOMER
– Compliance with Laws: Customers are responsible for complying with all applicable laws, regulations, and requirements related to pet transportation, including but not limited to customs, quarantine, and health regulations. AeroPets will provide general guidance, but customers should seek advice from the relevant authorities for specific requirements.
– Data Accuracy: Customers are responsible for providing accurate and up-to-date information when making a reservation or using AeroPets’ services, including pick-up and delivery addresses, contact details, and pet specifications. AeroPets shall not be held liable for any issues arising from incorrect or incomplete information provided by the customer
– Pet Ownership Verification: AeroPets reserves the right to request proof of pet ownership from customers to ensure that the pet being transported belongs to them. Customers may be required to provide identification documents or other relevant information to verify ownership.
– Documentation: It is the responsibility of the pet owner to provide accurate and complete documentation. AeroPets will not be held liable for any issues arising from inaccurate or incomplete documentation.
– Pet Identification: Customers must ensure that their pets have proper identification, such as microchips, with accurate contact information. AeroPets is not responsible for any issues arising from incorrect or missing identification.
– Health and Vaccinations: Pet owners must ensure that their pets are in good health, free from any contagious diseases or conditions that may endanger other animals or personnel, and up to date on all required vaccinations in compliance with local regulations and laws before travel. AeroPets reserves the right to refuse transport for pets that appear to be unwell or do not meet the necessary health requirements.
– Pet Carrier Requirements: In situation where customers provide their own carrier, they must ensure that their pets are appropriately contained and secured in an airline-approved pet carrier or crate that meets the size and safety standards set by IATA. Failure to comply with these requirements may result in the refusal of service or additional charges for alternative transportation arrangements.
– Quarantine Requirements: In the scenario where AeroPets is not assigned for services at the destination port, it is the responsibility of the pet owner to ensure compliance with all necessary quarantine requirements of the destination country or any transit countries. AeroPets will provide general information and guidance, but customers should seek advice from the relevant authorities to ensure compliance with all necessary requirements. AeroPets is not liable for any issues or delays arising from non-compliance with these requirements.
– Sedatives: The use of sedatives during pet travel is not recommended by AeroPets. If sedatives are required or requested, it is the client’s responsibility to arrange them through their own veterinarian. AeroPets will not be held responsible for any adverse effects, over-dosage, or death resulting from poorly administered sedatives. Additionally, airlines or freight companies may refuse to accept non-responsive pets due to sedation. Pet owners must notify AeroPets of any medical conditions their pet may have prior to travel, and pets with medical conditions always fly at the owner’s risk.
– Pet Size and Weight Restrictions: Customers must disclose accurate information regarding the size and weight of their pets to ensure appropriate arrangements are made for transportation.
– Pet Behavior: Customers must disclose any known behavioral issues or special requirements for their pets, such as anxiety, aggression, or fear of traveling. This will allow AeroPets to assess the situation and determine the best course of action.
– Assumption of Responsibility: The owner assumes full responsibility for any injury, damage, or harm caused by their animal displaying aggressive, reactive, or fearful behavior during transportation with AeroPets.
– Indemnification: The owner agrees to indemnify and hold AeroPets, its employees, agents, and affiliates harmless from any claims, costs, liabilities, or damages arising from any injury caused by their animal during transportation.
– Cost coverage: The owner agrees to be financially responsible for any medical expenses, veterinary bills, or other costs incurred as a result of their animal causing injury to any person, animal, or property during transportation.
– Non-compliance: In the event that the owner fails to disclose or misrepresents the aggressive, reactive, or fearful behavior of their animal, and such behavior causes injury to any person, animal, or property during transportation, the owner shall be solely liable for all resulting costs and damages.
– Legal Action: In the event of a dispute or legal action arising from an injury caused by the owner’s animal during transportation, the owner agrees to bear all legal costs and expenses incurred by AeroPets in defending against such claims.
– Right to Decline Transportation: AeroPets reserves the right to decline transportation for any animal displaying aggressive, reactive, or fearful behavior if, in their sole discretion, it is deemed unsafe or poses a risk to the safety and well-being of their staff, other pets, or the animal itself.

OBLIGATIONS OF AEROPETS
– Pet Comfort and Well-being: AeroPets will make every effort to ensure the comfort and well-being of pets during transport. This includes providing appropriate ventilation, temperature control, and regular checks on their condition. However, pet owners understand that some level of stress and discomfort may be experienced during travel.
– Communication and Updates: AeroPets will make reasonable efforts to communicate important updates, changes, or notifications relating to their pet transportation. However, it is the responsibility of the pet owner to provide accurate contact information, including email address and phone number, to stay informed regarding the status of their pet’s transport.
– Compliance with Laws and Regulations: AeroPets will comply with all applicable laws, regulations, and industry standards relating to pet transportation.
– Feedback and Complaints: AeroPets values customer feedback and encourages open communication. Customers are invited to provide feedback or raise any complaints regarding their experience with AeroPets’ services. AeroPets will make reasonable efforts to address and resolve any concerns in a timely and satisfactory manner.

EXPORT QUOTATION
– Accuracy of Pet Information: The export quote provided by AeroPets is based on accurate information regarding the dimensions and weight of the pet(s) or their travel crate(s). Additional air freight charges will apply for incorrect or incomplete pet details or if there is an increase in weight or size of the pet or travel crate. The owner is solely responsible for these charges and must bear the associated costs.
– Validity of Handling/Documentation Fees: The owner is responsible for any changes to the original export quote, including modifications in airline charges, and must bear the resulting costs.Handling/documentation charges included in the export quote remain valid for 30 days, unless external factors beyond AeroPets’ control impact the quote.
– Fluctuations in Airline Tariffs: The owner is responsible for any changes to the original export quote due to fluctuations in airline tariffs, including increases in fuel and other airline charges.Export quotes provided by AeroPets are based on prevailing airline freight tariffs, which are subject to unpredictable changes without prior notice.
– Insurance: It is the owner’s responsibility to arrange separate insurance coverage to protect their pet(s) during transportation.AeroPets does not provide pet travel insurance hence it is not included in the quotation.
– Alterations to Bookings: Any subsequent changes in airline charges resulting from alterations to bookings will be applicable and must be borne by the owner.A per-change administration fee will be charged for requested alterations to existing bookings.
– Additional Charges at Origin: any extra trips to and from the airport or additional services (to vet/boarding/grooming etc), will be for a charge and owner must be responsible for these.
– Additional Charges at Destination: The owner is responsible for any additional charges incurred at the destination, including customs clearance, airline handling fees, taxes, or any other applicable charges, unless explicitly specified. The export quote does not include these additional charges.
– Changes in Import Requirements: The owner is responsible for any changes in requirements from the importing country, including but not limited to tests, vaccinations, fees, quarantine requirements, or any other regulation updates. The owner must ensure compliance with the importing country’s requirements and bear any additional costs or fees associated with these changes.
– Arrival at Port: In case of self drop-off, the pet owner must arrive at the port at least 4 hours before the scheduled departure of the flight. This allows sufficient time for check-in, security procedures, and other necessary arrangements.
– Booking Confirmation: The airlines will provide the final booking confirmation approximately 3 hours before the scheduled departure of the flight. This confirmation serves as proof of the pet’s reservation.
– Next Available Flight: In case the airlines do not accept the pet on the agreed flight, arrangements will be made to send the pet on the next available flight. Waiting charges may apply if the next flight is scheduled to depart after 3 hours.

IMPORT QUOTATION
– Accurate Documentation: The pet owner must provide accurate and complete documentation for the import process. This includes, but is not limited to, all required forms, permits, and certificates.
– Submission of Documents: The pet owner must submit all required documents via email at least 7 days before the scheduled arrival date in order to avoid any delays to review the paperwork and process the booking.
– Clear Scanned Copies: The submitted documents must be clear and legible scanned copies. Any blurry or incomplete documents may result in delays or rejection of the import request.
– Rabies Test Report: A valid and recent rabies test report is mandatory for imports from high-risk countries. The report must be issued by an authorised OIE lab and comply with the regulations of the destination country.
– Contact Details: The pet owner is responsible for providing accurate and up-to-date contact details at both the origin and destination locations, including phone numbers and email addresses.
– Delivery Addresses: In case of pick-up at the origin and delivery at the destination, the pet owner must provide complete and accurate delivery addresses for both locations, including street name, building number, city, and postal code.
– Import Application: The approval of the import application is subject to the receipt of 100% advance payment. Failure to make the full payment may result in the application being denied. This is a standard procedure to ensure all financial obligations are met before the transportation of the pet.
– Compliance with Regulations: The pet owner must comply with all relevant import regulations and requirements of the destination country. It is the responsibility of the owner to familiarize themselves with these regulations and ensure the pet meets all necessary criteria for entry.
– Transport to Residence: The quote provided does not include transport to the residence unless otherwise agreed upon. The pet owner is responsible for making necessary arrangements for the transportation of the pet from the airport to the desired destination.
– Customs Duties and Taxes: The pet owner is responsible for paying any customs duties, taxes, or fees imposed by the destination country.
– Amendments and Cancellations: Any changes or cancellations to the import process must be communicated to AeroPets in writing and within the specified timeframe. Aeropets reserves the right to charge a fee for any changes made.
– Delivery Dates: The delivery dates provided by AeroPets are approximate and are not guaranteed. These dates are estimated based on the information available at the time of booking, and while AeroPets makes every effort to adhere to these dates, they are subject to change due to various factors beyond AeroPets’ control. AeroPets shall not be held liable for any loss or damages resulting from any delays or changes in the delivery of services, and the customer acknowledges and agrees to this

LIABILITY & INDEMNIFICATION
– Limitation of Liability: AeroPets takes all necessary precautions to ensure the safety and well-being of pets during service provision. However, we cannot be held liable for unforeseen circumstances or events that are beyond our control. Our liability is limited to the extent permitted by law.
– Delays and Schedule Changes: While AeroPets strives to adhere to scheduled pick-up and delivery times, unforeseen circumstances such as traffic, weather conditions, or airline delays may occur. Customers understand and acknowledge that these factors are beyond AeroPets’ control and agree to cooperate and remain flexible in such situations.
– Airline Responsibility: AeroPets cannot be held accountable for any airline delays, flight cancellations, incorrect routing, mishandling or non-loading of pets by airlines or their handling agents, change of aircraft type resulting in transport delays, or limitations in available capacity.
– Changes to Services: AeroPets reserves the right to modify or discontinue any aspect of its services, including routes, schedules, and pricing, at any time without prior notice for the best interest of the situation and cannot be held liable. Customers will be notified of any significant changes that may affect their existing bookings or service requests.
– Attachment of Documents: It is not recommended to attach any pet documents to the pet’s crate during transportation. AeroPets is not responsible for any loss or damage resulting from doing so.
– Care and Responsibility: While AeroPets and its agents provide the utmost care and attention to your pets, they cannot be held responsible for any loss, death, illness, injury, or accidents caused by natural or accidental circumstances beyond their control.
– Crate Damage and Financial Claims: Owners understand that pets may experience stress during transport, which could lead to chewing or damaging their crates, potentially causing self-injury. Consequently, any financial claims resulting from such instances or poor handling from airline or third-party agents are not held against AeroPets or its agents.
– Exclusions: AeroPets is not liable for any loss, damage, or injury caused by the pet’s behavior, pre-existing health conditions, or any inherent risks associated with pet transportation. This includes but is not limited to scratches, bites, allergic reactions, or any other incident resulting from the pet’s actions.
– Claims and Notification: Any claims for loss, damage, or injury must be made in writing to AeroPets within 48 hours of the pet’s delivery or scheduled delivery time. Failure to notify AeroPets in a timely manner may result in the forfeiture of any claims.
– Indemnification: Pet owners agree to indemnify and hold AeroPets, its agents, employees, and subcontractors harmless from any claims, liabilities, damages, or expenses arising from the transportation of their pets, including but not limited to legal fees and costs.
– Timetable Alterations: While AeroPets strives to maintain an appropriate timetable, alterations may be necessary due to the volume of bookings, traffic, weather conditions, mechanical breakdowns, or any other unforeseen circumstances. AeroPets accepts no liability for any loss, cost, or inconvenience caused by such alterations.
– Third-Party Services: AeroPets may engage third-party service providers, such as airlines or ground transportation companies, to facilitate the transportation of pets. Customers acknowledge and agree that AeroPets is not responsible for the actions, services, or omissions of these third-party providers, and any claims or issues arising from their services should be directed to the respective provider.
– Pet Insurance – AeroPets does not provide any sort of pet insurance. AeroPets is not responsible for any veterinary expenses incurred during or after the transportation process.

DATA PRIVACY & SECURITY
– Data Collection: AeroPets may collect and store personal information provided by customers for the purpose of pet transportation and related services.
– Data Protection: AeroPets will take reasonable measures to protect customer data and comply with applicable data protection laws.
– Data Sharing: AeroPets may share customer information with third-party service providers involved in the transportation process, but only to the extent necessary for the completion of services.
– Marketing Communications: By providing their contact information, customers may receive marketing communications from AeroPets. Customers can opt-out of these communications at any time.
– Photography and Marketing: AeroPets may take photographs or videos of pets during transportation for marketing or promotional purposes. Customers who do not wish their pets to be photographed or featured should inform AeroPets in writing.
– Feedback and Testimonials: Customers may be invited to provide feedback, testimonials, or reviews regarding their experience with AeroPets’ services. By submitting such feedback, customers grant AeroPets the right to use and publish the feedback for promotional or marketing purposes.
– Confidentiality: AeroPets respects the privacy and confidentiality of customer information. Any personal or sensitive information shared with AeroPets will be handled in accordance with applicable privacy laws and regulations.

GOVERNING LAW & JURISDICTION
– These terms and conditions are governed by the laws of the jurisdiction of Dubai in which AeroPets operates.
– Any disputes arising out of or in connection with these terms and conditions shall be resolved through negotiation and, if necessary, in the appropriate courts of the jurisdiction.

SEVERABILITY
– Language: In case of any discrepancy or inconsistency between the English version of these terms and conditions and any translated versions, the English version shall prevail.
– Severability: If any provision of these terms and conditions is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue to be valid and enforceable to the fullest extent permitted by law.

MISCELLANEOUS PROVISIONS
– Non-Waiver: The failure of AeroPets to enforce any provision of these terms and conditions shall not be construed as a waiver of any right or provision. Any waiver of a provision must be in writing and signed by an authorized representative of AeroPets.
– Assignment: Customers may not assign, transfer, or delegate their rights or obligations under these terms and conditions without the prior written consent of AeroPets. AeroPets may freely assign, transfer, or delegate its rights and obligations to any third party.

AMENDMENTS & UPDATES
– AeroPets reserves the right to amend or update these terms and conditions at any time without prior notice.
– It is advisable to periodically review these terms and conditions to stay informed of any changes.

By engaging AeroPets’ services, the Customer acknowledges and agrees to these Terms and Conditions.