Animal Transport Terms & Conditions

Please read these Terms and Conditions carefully before making a booking. By making a booking, you confirm that you are 18 years of age or older and that you agree to be bound by these Terms and Conditions.

These Terms and Conditions apply to all animal transport bookings made with Abermain Holdings Pty Ltd] trading as Hanrob (“us”, “we”, “our”). They apply to bookings made in person, by phone, by email, or via our website, and extend to any boarding or accommodation arranged as part of a transport booking. Your booking is also covered by our general terms which can be found here (https://hanrob.com.au/terms-conditions/)

These Terms do not apply to standalone boarding, grooming, or other services — separate terms apply to those.

WHAT YOU NEED TO KNOW — KEY PRINCIPLES

Please read the full Terms and Conditions below. As a summary, here are the key principles:

The quote is based on what you tell us. If your pet’s actual size, weight, or crate dimensions differ from what was quoted, additional charges will apply.
The quote covers the services listed in your quote. Air travel can be unpredictable. We’ll always do everything we can to look after your pet, but events outside our control — including the actions of airlines — may require additional services. If we need to provide extra services, we will charge you the standard rate for them.
Your booking isn’t confirmed until your deposit is paid. A non-refundable deposit is required to secure your booking.
If you cancel, or fail to pay your balance when due, you may be liable for cancellation fees. This is to compensate us for the work we have performed on your booking.
Your documentation is your responsibility. Health certificates, vaccination records, BOAS certificates, fit2fly certificates (must be issued within 14 days of the last uplift date), microchip documentation — if it’s not provided on time, your pet may not be able to travel.
We strongly discourage sedation during transit, as do the carrier airlines – we disclaim all liability should you chose to sedate your pet. If you choose to sedate your pet, that decision must be made by your vet and you must provide us with a letter from them advising dosage and medication given.

1. Definitions

In these Terms:

Agreement means these Terms and Conditions together with the Quotation and any written amendments agreed between the parties.
Booking means a reservation for the provision of Services made by you.
Fees means the charges payable by you to us for the Services, as set out in the Quotation, in Australian dollars.
Force Majeure means any event or circumstance beyond the reasonable control of a party, including acts of God, acts of government, war, terrorism, national or international disaster, fire, explosion, power failure, equipment failure, industrial action, inability to obtain necessary supplies, adverse weather events, or pandemic.
Non-Refundable Deposit means the deposit payable to confirm a Booking, as described in clause 4.
Pet means the animal in respect of which the Services are provided.
Quotation means a written quote issued by us detailing the Services and Fees applicable to your Booking.
Services means the animal transport services (and any associated boarding or accommodation) provided by us as described in the Quotation.
Subcontractor means any third-party provider (including airlines, ground handlers, and accommodation providers) engaged by us to perform any part of the Services.
You / your means the person making the Booking.

2. Quotations and Fees

2.1 Quotation

Each Quotation sets out the Services to be provided and the applicable Fees. Quotations are based on information provided by you, including the size and weight of your Pet and travel container. If any information changes, we reserve the right to revise the Fees accordingly.

Air freight pricing is based on the dimensions and/or weight you provide at the time of enquiry. If the actual dimensions or weight are greater, additional Fees will apply in accordance with our schedule of fees.

If, in our reasonable opinion, additional services are required beyond those in the original Quotation, we may provide those services and charge you for them at our standard rates. This includes instances where:

additional boarding is required for any reason, including airline delay or cancellation;
we are required to return to the airport in the event a pet soils its crate after the pet has been lodged for their flight;
a new crate is required because it is damaged by your pet or rejected by the airline; or
your pet falls ill and we incur costs administering emergency veterinary care.

A Quotation is accepted and an Agreement formed upon receipt of your Non-Refundable Deposit.

2.2 Payment Terms

Unless otherwise specified in the Quotation:

A Non-Refundable Deposit is required at the time of booking. Your consultant will advise you of the amount. Unless you are advised otherwise it will be equal to the greater of $100 or 10% of your booking
Final payment of the balance of Fees is due no later than 48 hours before the scheduled departure.
Where the booking start date is confirmed less than 7 days of the booking start date, full payment is required at the time of confirming your booking payment.
Some services or airfares require payment in full at the time of booking. Your consultant will advise you if this applies.
Accepted payment methods are credit card and direct deposit/bank transfer. A credit card surcharge may apply. The current surcharge rate will be disclosed to you at the time of payment.
Direct deposit/bank transfer payments must be made in full 7 days prior to the booking start date.
All amounts are in Australian dollars.

3. Amendments and Cancellations

3.1 Amendments by You

Any amendments to a confirmed Booking must be requested in writing and agreed to by us in writing. Amendment fees may apply depending on the nature of the change and costs already incurred.

3.2 Cancellations by You

If you cancel a confirmed Booking more than 7 days before departure:

The Non-Refundable Deposit will be help on credit for you.
You will also be responsible for any additional reasonable costs we have already incurred in connection with your Booking prior to receiving notice of cancellation.
You acknowledge that the Non-Refundable Deposit and such additional costs represent a genuine and reasonable pre-estimate of our loss.

For domestic bookings:

If you cancel a confirmed Booking less than 7days before departure but more than 24 hours before departure:

The Non-Refundable Deposit will be forfeited.
You will also be responsible for any additional reasonable costs we have already incurred in connection with your Booking prior to receiving notice of cancellation.
You acknowledge that the Non-Refundable Deposit and such additional costs represent a genuine and reasonable pre-estimate of our loss.

If you cancel a confirmed Booking within 24 hours of departure:

The Non-Refundable Deposit will be forfeited.
Any balance payment will be forfeited
You are liable for any balance payment outstanding

If you fail to pay your balance by the due date, we may treat your Booking as cancelled and the Non-Refundable Deposit will be forfeited in such a case. All cancellation notices must be provided to us in writing.

For international bookings:

If you cancelled within 7 days of departure:

The Non-Refundable Deposit will be forfeited.
Any balance payment will be forfeited
You are liable for any balance payment outstanding

3.3 Cancellations by Us — General

If we cancel the provision of Services to you (and not due to your breach, a Force Majeure event, or a Circumstance Beyond Our Control under clause 3.4), we will notify you promptly and refund all Fees paid by you in respect of the cancelled portion of the Services. We will not be liable for any additional loss or damage arising from such cancellation beyond the refund of Fees paid for the cancelled portion. We can rely on this provision to cancel bookings made which are effected by pricing errors.

3.4 Cancellations by Us — Circumstances Beyond Our Control

We may cancel a confirmed Booking at any time by giving you written notice if a circumstance beyond our reasonable control makes it impractical, uneconomical, or impossible for us to provide the Services as quoted. In that event, we will refund all Fees paid by you in respect of the cancelled Services. Refund of Fees paid is your sole remedy and we will not be liable for any additional loss, cost, damage, or expense you may suffer as a result of the cancellation, including but not limited to kennelling costs, rebooking costs, accommodation, or any other consequential loss.

Circumstances that may give rise to cancellation under this clause include, but are not limited to:

an airline discontinuing, suspending, or materially altering a route relevant to your Booking;
a material increase in airline freight charges or surcharges after the date of your Quotation that makes the Services uneconomical to provide at the quoted price;
an airline introducing or changing rules regarding the carriage of specific breeds, crate specifications, aircraft types, or other requirements that affect your Pet’s eligibility to travel;
breakdown, failure, or unavailability of equipment, vehicles, or facilities required to provide the Services;
a change in law, regulation, or government directive that prevents or materially restricts the Services;
any other event or circumstance that, in our reasonable opinion, makes it impractical or unsafe to provide the Services as quoted.

We will give you as much notice as practicable in the circumstances. Where possible, we will offer to rebook your Pet on alternative dates or routes. You are under no obligation to accept any alternative, and if you do not, we will process a full refund.

4. Liability

4.1 Our Commitment

We take the care and welfare of your Pet seriously. We will exercise reasonable care and skill in the provision of Services.

4.2 Limitation of Liability

To the maximum extent permitted by law:

We are not liable for any loss, death, illness, including any underlying illness, injury, or damage to your Pet arising from causes beyond our reasonable control, including the acts or omissions of Subcontractors, airline actions, or the inherent risks of transport.
Our liability for negligence is limited to the re-supply of the affected Services or payment of the cost of re-supply, at our discretion.
We are not liable for any indirect, incidental, special, or consequential loss or damage, including emotional or psychological loss, loss of opportunity, or loss of enjoyment, regardless of whether such loss was foreseeable.

4.3 Consumer Law

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including any Consumer Guarantee that cannot be excluded by law.

5. Health, Inoculations and Parasite Treatment

Where Services include accommodation or travel requiring inoculations and parasite treatments, you must provide valid and current inoculation certificates before Services commence.

In most cases, inoculations and deworming must be completed at least two weeks prior to travel. You are solely responsible for ensuring inoculations and treatments are valid, current, and appropriate for the destination.

While inoculation reduces risk, not all airborne or contact infections are preventable. We are not liable for any infection of your Pet.

6. Sedatives

It is strongly recommended to not sedate your pet by the airlines and may not be accepted for travel by the airline on the day of the flight. We strongly discourage the use of sedatives during transit, as sedatives can adversely affect an animal’s respiratory and cardiovascular function at altitude and make the animal unsteady, increasing the risk of injury.

If your Pet is to be sedated, all sedatives must be:

prescribed by your regular veterinarian;
provided to us in original labelled packaging with written dosage instructions from the veterinarian; and
disclosed to us in writing prior to travel.

We, our employees, and Subcontractors are not liable for any adverse reaction, overdose, side effect, or death resulting from the administration of sedatives. You accept sole responsibility for the decision to sedate your Pet.

7. Travel Documentation

You are responsible for ensuring all required travel documentation is obtained and provided to us before the commencement of Services. This may include, but is not limited to:

Vaccination and health certificates
Microchip documentation
Airline-specific travel documentation
BOAS or fit2fly certificates as applicable (fit2fly certificates must be issued by a veterinarian no more than 14 days before the last scheduled uplift date on your Booking)
Anti-parasitic treatment proof
Pet Passport (copy)
Your Passport (copy)
OR
Destination specific travel documentation

Failure to provide required documentation may result in your Pet being unable to travel. Any costs or losses arising from documentation failures are your responsibility.

8. Third-Party Service Providers

In some instances, we arrange the Services with third-party providers acting as our partner agent , including airlines, road transfer agent, and pet accommodation providers. In those circumstances, we exercise care in selecting reputable service providers, but we cannot guarantee the performance of third parties and are not liable for the acts or omissions of those providers beyond our obligation to select them with reasonable care.

9. Force Majeure

Neither party is liable for any delay or failure to perform obligations under these Terms (other than payment of Fees) where such failure arises from a Force Majeure event.

If a Force Majeure event prevents performance for more than 30 days, either party may terminate this Agreement by written notice to the other. Where we terminate for Force Majeure, we will refund Fees paid for Services not yet performed, less any reasonable costs already incurred.

10. Termination

Either party may terminate this Agreement without cause before payment of the Non-Refundable Deposit.

Either party may terminate immediately by written notice if the other party:

commits a material breach of this Agreement and fails to remedy that breach within 7 days of written notice requiring remedy; or
becomes insolvent, is subject to the appointment of a receiver, administrator, liquidator, or trustee in bankruptcy, or makes any arrangement with creditors.

Termination does not affect any accrued rights or obligations of either party.

11. Complaints and Disputes

If you have a complaint about our Services, please contact us in writing as soon as practicable at transport@hanrob.com.au

We will acknowledge your complaint within 5 business days and aim to resolve it within 20 business days. If we are unable to resolve your complaint to your satisfaction, you may seek assistance from a relevant consumer protection agency or take independent legal advice.

We encourage resolution of disputes through good-faith negotiation before commencing legal proceedings.

12. Governing Law and Jurisdiction

This Agreement is governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales.

Nothing in this clause limits any rights you may have under the Australian Consumer Law.

13. Privacy

Abermain Holdings Pty Ltd is committed to protecting your personal information. We collect, use, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Our Privacy Policy is available at https://hanrob.com.au/privacy-policy/ and sets out how we handle your personal information, including how to access, correct, or make a complaint about our handling of your information.

By making a Booking, you consent to the collection and use of your personal information as described in our Privacy Policy.

14. General

14.1 Entire Agreement

This Agreement constitutes the entire agreement between the parties regarding the Services and supersedes all prior agreements, representations, and understandings.

14.2 Amendments

We may update these Terms from time to time. Updated Terms will be published on our website. Your continued use of our Services after notification of an update constitutes acceptance of the revised Terms.

14.3 Waiver

A failure or delay by us to exercise any right under these Terms does not constitute a waiver of that right.

14.4 Severability

If any provision of these Terms is invalid, unenforceable, or illegal, that provision is severed and the remaining provisions continue in force.

14.5 Relationship

The parties are independent contractors. Nothing in these Terms creates any employment, partnership, joint venture, or agency relationship.

15. Customer Warranty

By proceeding with a Booking, you warrant that:

you are 18 years of age or older;
you have the authority to make travel arrangements for the Pet;
you have read, understood, and agree to these Terms and Conditions; and
all information you have provided to us is accurate and complete.

Animal Transport Booking Terms & Conditions