SHILOH PETCARE PTE LTD
CONDITIONS OF CONTRACT rev 20.12.20
Please read the entire conditions of contract carefully before confirming your acceptance by initial on every paragraph ending with ______ and signing on the last page.
CUSTOMERS ARE REMINDED THAT UNDER APPLICABLE CONVENTIONS AND LAWS, A CARRIER’S LIABILITY FOR LOSS AND DAMAGE IS STRICTLY LIMITED.
The Company is not a carrier. It arranges transport by carriers for its customers. In particular, but without prejudice to the generality of the foregoing, the Company is not a “common carrier” or a “contracting carrier” within the meaning of the Carriage by Air (Supplementary Provisions) Act 1962 or any subsequent re-enactment thereof or any other relevant legislation relating to the Carriage of Goods nor is it a “carrier” within the meaning of the Convention on the contract for the International Carrier Goods by Road (CMR) or any other relevant and applicable Convention (including any legally enforceable provision made thereunder or pursuant thereto). Accordingly, whenever the Company is instructed by a Customer it is and shall act as the agent for the Customer only with authority to entrust the Goods which are the subject of those arrangements to third parties; and by giving instructions to the Company the Customer is deemed to have understood that such instructions give rise to a contract between the Customer and the third party who is carrier and that such arrangements are accordingly subject to the standard terms and conditions of the relevant third party carrier such that the Customer shall be bound by such terms and conditions and shall indemnify the Company against any claims arising there under, subject always to the terms and conditions of the relevant carrier being subject to those of any relevant Convention, legislation or other legally enforceable provision effecting the expressly stated terms and conditions of the contract of carriage.
Any reference in these conditions to ‘Goods’ shall be deemed to include animals, livestock and bloodstock if appropriate, except where hereinafter expressly otherwise stated.
Please take note that the administrative process for relocation will commence only upon receipt of the COMPLETE set of documents as stated below.
Duly signed quotation to confirm acceptance of the quote/Shipping Form and Conditions of Contract Copy of the pet’s current vaccination records (including cover page with full details of pet(s) & owner, please note that we cannot fill the information on your behalf, and we cannot proceed forward if it is not completed. All original records need to be retained for our collection. Your pet(s) cannot fly without the original vaccination record(s) or serology results)
Copy of the sterilization certificate (if sterilized) & microchip certificate (if any)
Copy of valid dog license (for dogs only)
Copy of owner’s passport (with pages showing the photograph and personal particulars)
Copy of your flight itinerary
Picture of the crate (if you are using your own)
Proof of payment
I acknowledge that I have filled in the Shipping Form to the best of my ability and any mistake that I have made or withheld is at my own responsibility.
These terms and conditions constitute the Contract between you (the pet owner) and us (Shiloh Petcare Pte Ltd) trading as Shiloh Animal Express herein called SAE. Our employees are also protected under these terms and conditions, but they do not have the authority to make any promises on our behalf or change any of these terms and conditions.
Whereas the utmost care and attention is given to client’s pets, they are handled with the understanding that SAE, the kennels/cattery, the airline, the veterinarian are at no time to be held responsible for loss, death, illness, injury or accident due to any cause, either natural or accidental.
The quotation or estimate is based on the weight or the height and length of the pet/s or dimensions of your travel container/s, given by the owner or their representative, and freight and box charges are based on this information. The airline requires that all animals must be able to stand up, lie down, sit and turn around in their carrier comfortably in their natural position. Crates must be IATA approve, if you are unsure please ask our representative for the IATA guidelines. If there is any increase in the size of the pet or travel container due to the fact that the container are too small, extra freight charges and purchasing new containers and accessories are to the owner’s account. We will refuse to ship any animals that does not have an IATA compliant crate. Quotations are based on current tariffs and freight tariffs are subject to increases without prior notification. Any increases are to the client’s account. Any request for early crate delivery outside our visitation/pickup period will be at S$90. Means, if you need the crate(s) early tell us at least 2 weeks in advance or during the confirmation time and we will arrange. Any out of schedule last minute request will incur the delivery charge.
Our Quote does not include Duty & Taxes, unless specifically stated or any unforeseen and not listed charges.
Shiloh Petcare Pte Ltd is not responsible for any additional costs. The quote can change due to circumstances that are out of Shiloh Petcare Pte Ltd’s control. If any rates change, you will be notified with update and reason. Additional cost may result from additional days of boarding due to travel arrangement changes that are out of Shiloh Petcare Pte Ltd’s control, airline policy changes, airline embargo restricting dates of travel or causing airline changes, incompatible cargo, inadequate documentation and health information, unacceptable carrier provided by owner, necessary veterinary medical needs.
Shiloh Petcare Pte Ltd is not responsible for any flight arrangements you make for yourself in order to fly with your pets, which includes changes in flight if your pet is unable to get on the scheduled flight.
Failing to follow our instructions may result in delays and extra costs. Shiloh Petcare Pte Ltd is not responsible for these delays or extra costs. Fees may apply if a pet-owner’s veterinarian causes a need for any re-processing due to inexperience or mishandling. Using your own vet is fine, but all final documents must be verified by Shiloh Petcare Pte Ltd. Fees may apply due to a pet-owner’s change of plans or schedule causing a need for re-processing. There may be an extra fee if the departure date is changed within 14 days of departure.
It is important that the pet/pets being transported be in an APPROPRIATE CARRIER. IATA regulations does not allow wire crates for transporting. All pet/pets must have room inside of the carrier to be able to sit, stand, turn and lie down comfortably inside the carrier. We reserve the right to deny service to anyone not complying with these standards. Carriers being supplied by the customer must be in good conditions, doors must close, and all sides must be latch properly with screws.
SAE cannot be held responsible for airline delays, cancellation of flights, incorrect routing by airlines, change of aircraft type or available capacity by airlines, or loss of veterinary documents by airlines, customs or the authorities. Routing to destinations may be changed without prior notice to allow for pet travel embargos or
changes in airline regulations. SAE subsequently reserves the right to choose the shortest/best route and airline for your pet(s) travel. We will endeavor to inform the client as soon as any changes may occur; this may not always be possible due to the late notice/changes imposed by the airlines and the unavailability of the client. Additional charges for sending crate, no show, kenneling, extra trips and extra trips to the airport are to the client’s account.
All boarding costs whilst in kennels are to the client’s account and for animals staying for long or indefinite periods, account must be settled in advance. Should departure dates be delayed, extra kenneling costs are to the client’s account, and must be settled prior to departure of pets. We are not responsible for airline or weather delays, or for additional charges incurred thereby.
Liability and Responsibility: THE ANIMAL IS ACCEPTED BY THE SERVICE PROVIDER AT THE SOLE RISK OF THE CUSTOMER AND/ OR ITS PRINCIPAL (WHERE DISCLOSED) AND THE SERVICE PROVIDER SHALL BE UNDER NO LIABILITY WHATSOEVER, WHETHER IN CONTRACT OR OTHERWISE, FOR THE DEATH, INJURY, ILLNESS OR ESCAPE THEREOF, HOWSOEVER ARISING, NOR FOR ANY LOSS OR DAMAGE WHATSOEVER SUFFERED BY THE CUSTOMER OR ANY THIRD PARTY CLAIMING BY ANY ACTION PERFORMED OR OMITTED BY THE SERVICE PROVIDER, ITS SERVANTS OR AGENTS IN CONNECTION WITH THE ANIMAL.
THE SERVICE PROVIDER SHALL BE RELIEVED OF LIABILITY FOR ANY LOSS OR DAMAGE IF AND TO THE EXTENT THAT SUCH LOSS OR DAMAGE IS CAUSED BY:
(a) STRIKE, LOCK-OUT, STOPPAGE OR RESTRAINT OF LABOUR, THE CONSEQUENCES OF WHICH THE SERVICE PROVIDER IS UNABLE TO AVOID BY THE EXERCISE OF REASONABLE DILIGENCE; AND
(b) ANY CAUSE OR EVENT WHICH THE SERVICE PROVIDER IS UNABLE TO AVOID AND THE CONSEQUENCES WHEREOF THE SERVICE PROVIDER IS UNABLE TO PREVENT BY THE EXERCISE OF REASONABLE DILIGENCE.
SERVICE PROVIDER SHALL BE UNDER NO LIABILITY WHATSOEVER TO CUSTOMER FOR ANY LOSS OF WHATSOEVER NATURE, WHETHER DIRECT OR INDIRECT (INCLUDING, BUT NOT LIMITED TO, ANY LOSS OF TIME, LOSS OF PROFIT, LOSS OF REVENUE OR EARNINGS, LOSS OF USE OF THE BLOODSTOCK/ANIMAL, LOSS OF CONTRACT, LOSS OF GOODWILL OR REPUTATION, LOSS RESULTING FROM THE LIABILITY OF CUSTOMER TO ANY OTHER PERSON OR ANY OTHER INDIRECT, SPECIAL OR CONSEQUENTIAL LOSS WHATSOEVER) AND HOWSOEVER ARISING.
THE CUSTOMER UNDERTAKES TO MAKE NO CLAIM AGAINST ANY DIRECTOR, MANAGER, SERVANT OR AGENT OF THE SERVICE PROVIDER AND TO INDEMNIFY THE SERVICE PROVIDER AGAINST ALL CLAIMS, COSTS AND EXPENSES HOWSOEVER ARISING AND BY WHOMSOEVER MADE.
We reserve the right to seek veterinary attention, with our choice of such veterinarian services, as well as the extent of medical services which may be reasonably necessary under the circumstances, thus being left to the discretion of SAE’s personnel. Any veterinary service needed will be at the owner’s expense regardless of the nature of the services performed. Once your pet is delivered and left in the possession of the airlines, we have no further control and assume no further responsibility.
Our quote excludes additional paperwork, any unforeseen and not listed charges, if pet fails blood tests, delayed test results or any other unforeseen circumstances e.g. pet certified unfit to fly prior to departure, owner or vet’s negligence in paperwork, missing documentation i.e. mismatched microchip number etc. (if any)
All fees are non-refundable. A cancellation charge of 50% or whichever is greater applies to travel cancel after the date of registration. Total no refunds on cancellation and /or any changes on the last 2 weeks/ 14 days before shipment.
There will be a fee charged for any date change/cancellations from the airline after flight confirmation / even if blood tests is positive. (For Australia & New Zealand)
For Australia & New Zealand, there will be at least 3 Internal & External Parasite Treatment for Dogs and at least 2 Internal & External Parasite Treatment for cats bound for Australia. At least 2 Internal & External Parasite Treatment for Dogs & Cats bound for New Zealand. We use Frontline & Drontol Plus. Frontline, a common flea preventative that disrupts flea neural receptors, is a suspected carcinogen and endocrine disruptor that can be toxic to the nervous system if ingested. It can also cause less serious side effects in dogs, such as irritation at the spot of application, diarrhea, vomiting and seizures. Sometimes it causes harmful side effects on animals. If at any time you have an issue with it, please let us know.
For rest of the world, there will be at least either/or 1 Internal or 1 External Parasite Treatment for Dogs & Cats. We use Frontline & Drontol Plus, Frontline a common flea preventative that disrupts flea neural receptors, is a suspected carcinogen and endocrine disruptor that can be toxic to the nervous system if ingested. It can also cause less serious side effects in dogs, such as irritation at the spot of application, diarrhea, vomiting and seizures. Sometimes it causes harmful side effects on animals. If at any time you have an issue with it, please let us know.
For Australia and New Zealand shipments only: In the event of blood test failure, all payment that has not been used, will be refunded back to owner, minus our service fee.
In the event of any failure in any blood test, fees for re-test will be at owner’s account.
SAE always aims to treat our clients and staff with courtesy and respect. We operate a policy of zero tolerance to any threat (direct or subtle), abuse or violence whether physical or verbal towards any of our staff. SAE reserves the right at its sole discretion to terminate its services at any point in time when the client is deemed unreasonable, difficult, or uncooperative making the relocation process impossible.
Cats are to be handed to us in their crates in the presents of the owner or by boarding facility staff. We do not catch them for the owner or for boarding facility staff. Dogs are to be handed to us with leash & collar. We do not catch and leash dogs in the presents of the owner or boarding staff. We will not transport any pet that requires a muzzle or other restrictive device. Our driver-handlers reserve the right to refuse transport of any pet or owner that displays signs of aggression.
As a gesture of goodwill, SAE might at times provide additional services at no extra charge to the Client. Such gesture of goodwill shall be at the sole discretion of SAE and shall not constitute SAE obligation for each service. Similarly, the provision of any promotional packages, services, discount and incentives shall be at the sole discretion of SAE.
We at times will make photos available to client either via email or on our Facebook side, client understand that this may not always be available due to restricted areas at the airport and also during the time of departure or arrival where taking care of the pets is our priority. Any photos that are taken of your pet may be used for marketing, on social media, and advertising for Shiloh Petcare Pte Ltd.
SAE reserve the rights to refuse services to client at any point of time with exercise of reasonable diligence. In such situation, a 100% refund minus service fee and services that have been rendered will be awarded back.
The entire relocation process must be completed within 6 months from the date of acceptance of this quote. (unless a separate request has been made) Quote is for all animals in the same household to travel together in the same airwaybill unless specifically written
To contract our services, payment in full is required on the signing of this quotation. ALL PAYMENTS ARE TO BE MADE BY CASH, CREDIT CARD add 3,5%, DIRECT DEPOSIT OR BANK CERTIFIED CHEQUE PRIOR TO ANY BOOKINGS. All outstanding bills are to be cleared before animals’ departure.
Toys and Food items cannot be included into the shipment of the animals. Any item that is included/added on flight day is chargeable by the airline due to weight increase. These charges will be added onto the client’s account. Items that belong to the dogs/cats during shipping or in Quarantine are at the owner’s risk. SAE will not be responsible for lost or damage, minimize the items/accessories for the pet during shipment. Shiloh Petcare Pte Ltd will not transport any unnecessary items with your pet.
Any irregularities or loss of documents must be reported to us within 24 hours of pet’s arrival.
There will be an administrative fee of S$100 for any refund that have to be process.
We do not recommend dog or cat to be given tranquillizers during travel. Where tranquillizers are needed or specifically requested, tranquillizers are STRICTLY to be arranged by the client and prescribed and issued by client’s own veterinarian. SAE will not be held responsible for over dosage, any side effects or death due to poorly administered tranquillizers.
The Client agrees that upon signing this contract, the Client accepts the terms & conditions herein without reservation or qualification whatsoever. This contract contains the entire agreement between the parties. Please refer to https://www.shilohanimalex.com/terms-and-conditions for the latest. Terms & Conditions may change without prior notice and will supersede this contract.