These Terms and Conditions apply to all pet transport services provided by PawLink Express.

By making a booking, paying an invoice or allowing a pet to be collected for transport, the customer agrees to these Terms and Conditions.

Nothing in these Terms and Conditions excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.

1. Our Service

PawLink Express provides professional road transport for pets, including door-to-door and agreed collection or delivery point services.

Our regular services may operate between Melbourne, regional Victoria, Albury, Canberra, Sydney and surrounding areas, as well as other locations agreed at the time of booking.

Unless expressly confirmed in writing, advertised or estimated collection and delivery times are approximate only.

PawLink will take reasonable steps to transport each pet safely, comfortably and within the agreed transport period.

Transport schedules may be affected by traffic, road closures, weather, vehicle issues, animal welfare requirements, rest stops, delays involving other customers or other circumstances reasonably outside our control.

2. Booking Information

The Customer must provide accurate information when making a booking, including:

• the pet’s species and breed;
• age;
• approximate weight;
• size;
• sex;
• temperament;
• medical conditions;
• medications;
• relevant behavioural concerns;
• collection and delivery addresses;
• contact details for the sender and receiver; and
• any other information reasonably requested by PawLink.

The Customer must tell PawLink before transport if the pet has a history of aggression, severe anxiety, escape behaviour, motion sickness, seizures or any medical or behavioural condition that may affect safe transportation.

PawLink may change the quoted price or transport arrangements if the information provided at booking is materially inaccurate.

3. Acceptance of Pets

PawLink may refuse or postpone transport where we reasonably believe that transporting a pet could create an unacceptable risk to:

• the pet itself;
• another animal;
• our driver or staff;
• another person; or
• the safe operation of the vehicle.

This may include pets showing signs of serious illness, contagious disease, uncontrolled aggression or extreme distress.

Where practical, PawLink will discuss alternative arrangements with the Customer.

4. Health and Fitness to Travel

The Customer is responsible for ensuring that the pet is reasonably fit to travel.

Any known illness, injury, medical condition, recent surgery, medication requirement or other relevant health issue must be disclosed before collection.

Where veterinary clearance is reasonably necessary because of a pet’s condition, PawLink may request evidence from a veterinarian before accepting the pet for transport.

The Customer acknowledges that road travel can cause temporary stress, anxiety, motion sickness, digestive upset or other reactions in some animals even when reasonable care is taken.

PawLink does not guarantee that a pet will remain completely free from stress or minor travel-related discomfort.

5. Puppies and Kittens

Customers transporting young puppies or kittens must provide their correct age and any relevant vaccination or veterinary information requested by PawLink.

Because young animals may be more vulnerable to illness and stress, PawLink may impose additional handling, hygiene or transport requirements where reasonably necessary for animal welfare.

Customers must disclose if a puppy or kitten is not fully vaccinated.

6. Transport Crates and Restraint

Pets will be transported using an appropriate crate, carrier or restraint arrangement determined or approved by PawLink.

The Customer must provide accurate measurements where requested so that an appropriately sized transport space can be allocated.

For safety reasons, pets will generally remain secured during vehicle movement.

PawLink may refuse to use a Customer-supplied crate if we reasonably consider it damaged, unsafe, unsuitable in size or otherwise inappropriate for transport.

7. Food, Water and Comfort Stops

PawLink will provide reasonable access to water and appropriate comfort or welfare stops during longer journeys.

Feeding during transport will depend on the pet’s age, individual requirements, journey length and information supplied by the Customer.

Customers should notify PawLink of any special dietary requirements before collection.

PawLink is not responsible for minor appetite changes, toileting accidents, motion sickness or similar normal travel-related effects unless caused by a failure by PawLink to exercise reasonable care and skill.

8. Collection and Delivery

The Customer must ensure that an authorised person is available at the agreed collection and delivery location.

The Customer should provide PawLink with reasonable access to the premises or another safe location where the transfer of the pet can take place.

PawLink may contact the Customer shortly before arrival.

Where nobody is available to receive the pet at the agreed destination and we cannot reasonably complete the delivery, additional waiting, accommodation, boarding, redelivery or transport charges may apply where those costs are reasonably incurred.

PawLink will make reasonable attempts to contact the Customer before making alternative arrangements.

9. Estimated Collection and Delivery Times

Any collection or delivery time provided by PawLink is an estimate unless specifically confirmed in writing as a guaranteed time.

Long-distance pet transport can be affected by circumstances including:

• traffic;
• road conditions;
• weather;
• accidents;
• emergency road closures;
• animal welfare stops;
• delays during collections or deliveries;
• veterinary emergencies; and
• mechanical problems.

PawLink will make reasonable efforts to keep Customers informed of significant delays.

A reasonable delay caused by circumstances outside PawLink’s control does not automatically entitle the Customer to compensation.

Nothing in this clause limits any rights available under the Australian Consumer Law.

10. Pricing and Additional Charges

The price shown in the Customer’s quotation or Booking Confirmation is based on the information supplied at the time of booking.

Additional charges may apply for circumstances including:

• collection or delivery locations outside the standard service area;
• significant detours;
• incorrect pet size or weight information;
• additional pets;
• special handling requirements;
• excessive waiting time caused by the Customer;
• requested changes to collection or delivery arrangements; or
• boarding, accommodation or redelivery reasonably required because the recipient is unavailable.

Any additional charge will be reasonable having regard to the additional service or cost involved.

Where reasonably practicable, PawLink will advise the Customer before significant additional charges are incurred.

11. Payment

Payment requirements will be stated on the quotation, invoice or Booking Confirmation.

A booking is not considered confirmed until any required deposit or payment has been received.

Unless otherwise agreed in writing, all outstanding amounts must be paid before the pet is collected.

Prices are in Australian dollars and include GST where applicable.

12. Customer Cancellations and Changes

Customers should advise PawLink as soon as possible if they need to cancel or change a booking.

Any cancellation or rescheduling charges will be disclosed at the time of booking or in the Booking Confirmation.

Where a cancellation occurs, PawLink may retain or recover reasonable costs already incurred as a result of the booking, including committed transport, accommodation, administration or third-party expenses where applicable.

Cancellation charges will not exceed the amount reasonably permitted by law and will not affect any rights the Customer may have under the Australian Consumer Law.

Changes to a booking are subject to vehicle capacity, route availability and scheduling.

13. Cancellation by PawLink

PawLink may cancel, postpone or reschedule transport where it is reasonably necessary because of:

• unsafe road or weather conditions;
• vehicle breakdown;
• driver illness or emergency;
• animal welfare concerns;
• inaccurate information provided by the Customer;
• circumstances making transport unsafe or unlawful; or
• other circumstances reasonably outside PawLink’s control.

Where PawLink cannot provide the booked service, we will offer an appropriate alternative, rescheduling option or refund as required in the circumstances and under applicable law.

14. Veterinary Emergencies

If PawLink reasonably believes that a pet requires urgent veterinary attention during transport, we will attempt to contact the Customer or nominated emergency contact as soon as practicable.

If the Customer cannot be contacted and delaying treatment could reasonably place the pet’s health or welfare at risk, the Customer authorises PawLink to seek reasonable veterinary treatment on the pet’s behalf.

The Customer agrees to reimburse reasonable veterinary expenses arising from an illness, injury or medical condition that was not caused by PawLink’s failure to exercise reasonable care and skill.

This does not require the Customer to reimburse PawLink for losses or expenses to the extent they were caused by PawLink’s negligence, breach of contract or failure to comply with applicable consumer guarantees.

15. Pre-existing Conditions and Natural Health Events

PawLink is not responsible for illness, injury or death resulting solely from:

• a pre-existing medical condition;
• an undisclosed medical condition;
• the natural progression of an illness;
• age-related health problems;
• congenital conditions; or
• an unavoidable medical event,

provided PawLink has exercised the level of care and skill required by law.

Nothing in these Terms excludes liability where loss or injury results from PawLink’s negligence or where liability cannot legally be excluded or limited.

16. Behaviour and Aggression

The Customer must disclose any known history of biting, aggression, escape behaviour or other conduct that could reasonably affect transportation.

If a pet displays unexpected behaviour creating an immediate safety risk, PawLink may take reasonable steps necessary to protect the pet, other animals, our driver and the public.

Where additional costs or loss are directly caused by materially inaccurate or withheld information about the pet’s known behaviour, the Customer may be responsible for those reasonable costs to the extent permitted by law.

17. Personal Belongings

PawLink recommends that Customers send only essential belongings with their pet.

Items such as bedding, leads, collars, toys and food travel with the pet at the Customer’s risk unless loss or damage results from PawLink’s failure to exercise reasonable care.

Cash, jewellery, valuable items or irreplaceable personal belongings should not be included with the pet.

18. Photographs and Journey Updates

PawLink may provide photographs, messages or journey updates as part of the service where reasonably practicable.

The frequency and timing of updates may vary depending on driving conditions, workload and safety considerations.

Drivers will not use a handheld mobile device while driving to provide Customer updates.

Unless the Customer has given permission, identifiable Customer information will not be intentionally published for marketing purposes.

19. Customer Responsibilities

The Customer agrees to:

• provide complete and accurate information;
• disclose relevant health and behavioural issues;
• ensure the pet is ready at the agreed collection time;
• provide correct contact details;
• ensure someone is available to receive the pet;
• follow reasonable safety instructions provided by PawLink; and
• comply with applicable animal ownership, identification, vaccination, biosecurity and transport requirements.

20. Animal Welfare

The health and welfare of animals in our care is a priority.

PawLink may alter the route, take an additional stop, seek veterinary assistance or take another reasonable action where we believe it is necessary to protect an animal’s welfare.

Animal welfare and safety considerations may take priority over an estimated delivery schedule.

21. Liability

PawLink will exercise reasonable care and skill when providing its services.

To the maximum extent permitted by law, PawLink is not liable for loss caused by circumstances outside our reasonable control where PawLink has taken reasonable steps to avoid or minimise that loss.

Nothing in these Terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Where liability can lawfully be limited, any limitation will apply only to the extent permitted by applicable law.

22. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing contained in these Terms and Conditions is intended to remove or reduce those statutory rights.

If there is an inconsistency between these Terms and a right that cannot legally be excluded, the applicable law will prevail.

23. Complaints and Disputes

If a Customer has a concern about a PawLink service, they should contact us as soon as reasonably practicable and provide relevant details.

PawLink will attempt to resolve complaints promptly and fairly.

The parties should first attempt to resolve any dispute through good-faith communication before commencing formal proceedings, except where urgent legal action is reasonably necessary.

24. Privacy

PawLink may collect personal information reasonably necessary to:

• process bookings;
• communicate with Customers;
• arrange collections and deliveries;
• process payments;
• provide journey updates;
• respond to emergencies; and
• operate and improve our services.

Personal information will be handled in accordance with applicable Australian privacy laws and PawLink’s Privacy Policy, where applicable.

25. Changes to These Terms

PawLink may update these Terms and Conditions from time to time.

The Terms applying to a booking will generally be those provided or made available to the Customer when the booking is confirmed, unless a change is required by law or agreed between the parties.

26. Governing Law

These Terms and Conditions are governed by the laws applicable in Victoria, Australia and applicable Commonwealth laws.

Nothing in this clause prevents a Customer from exercising any statutory rights available to them in another Australian jurisdiction where those rights apply.