By accessing, browsing, or using PetAir website known as https://petair.my/ (the “Site”),
you acknowledge that you have read, understood and agreed to be bound by the terms and conditions
(“Terms”) and privacy policy (“Privacy Policy”) of this Site. If you do not agree to be bound by
the Terms and/or Privacy Policy, you should discontinue your use or access to this Site.
We are PetAir (“PetAir”, “we” or “us”), trading as the Site.
The terms “PetAir”, “we” or “us” can be used interchangeably in this Terms.
YOUR AGREEMENT WITH PETAIR
• The Terms shall apply to all bookings and/or contracts made or to be made by us for the sale
and supply of our services.
• All parties bound to these Terms including the pet owner, the person who contracted to collect
the animal from current country (“Consignor”), any party who contracted to deliver the
animal to the destination (“Consignee”) and/or any other party who places the booking with
PetAir shall be held to be the pet owner and are deemed to have accepted these Terms and to
be jointly and severally liable for any additional costs that may be incurred on their behalf
during the transport.
• Any person who contracts PetAir to conduct any such transport, makes payment for transport
services or delivers an animal to PetAir for the purpose of transport, are the pet owner or if
they are not the pet owner, warrants to PetAir that they have the authority of the pet owner to
do so and they accept these Terms.
• You acknowledge that, in entering into these bookings and/or contracts, you have not relied
on any representation, undertaking or promise given by us or implied anything said or written
between you and us prior to the Terms, except as expressly stated in this Terms.
• You further acknowledge that PetAir shall not be obligated to commence any works and you
shall not be deem as a customer to Petair unless and until all amount payable has been made
by you.
PROHIBITIONS
• Pursuant to the Computer Crimes Act 1997, you shall not commit or encourage a criminal
offence, transmit or distribute a virus or post any other material on the Site which is malicious,
technologically harmful, in breach of confidence or in any way offensive or obscene; hack into
any aspect of the Site; corrupt data; cause annoyance to other users; infringe upon the rights
of any other person’s propriety rights; send any unsolicited advertising or promotional
material; or attempt to affect the performance or functionality of any computer facilities of or
accessed throughout the Site. Any breach of this provision would constitute a criminal offence
under the Computer Crimes Act 1997.
• You shall not copy, modify or distribute the contents of the Site without the express written
permission of PetAir. You also shall not modify, publish, transmit, participate in the transfer
of, sell, create derivative works from, or in any way exploit any of the content and Intellectual
Property found on the Site, in whole or in any part.
• Users of the Site agree to not use the Site for the following purposes:
1. Posting, communicating or transmitting any material that infringes on any Intellectual
Property, publicity or privacy right of another person or entity;
2. Posting any information which is untrue, inaccurate or not your own;
3. Engaging in conduct that would constitute a criminal offence or give rise to civil liability or otherwise violet any law or regulations;
4. Attempting to interfere in any way with the Site or PetAir’s network, or attempting to use
the Site to gain unauthorised access to any other computer system; and/or
5. Framing portions of the Site within another website, selling, use of, or access to the Site to
any third party without PetAir’s prior written consent.
PRICE & PAYMENT METHOD
• While PetAir takes the utmost effort to ensure that all details, descriptions, prices and other
information that appear on the Site are accurate, however PetAir reserves the right to vary the
details of the information on the Site without giving any prior notice to you if there is any error
of information.
• PetAir’s services come in a package including but not limited to preparation of documentation,
transportation and blood test. PetAir reserves its right to refuse in providing single / selected
services.
• Any price or quotation provided by PetAir is based on information provided by the pet owner
as to the pets’ breed, size and the location of pick-up and designated destination. PetAir
reserves the right to vary the price in the event that the information received affects the price
quoted. Any estimated price and/or fee provided by PetAir is solely for the required
documentation, transport and care of the animal and does not include Pet Insurance, Boarding,
Veterinary Care or any additional service unless agreed upon at the time of booking, if
available.
• Upon receiving the information provided by you at the Site, we will try our best to reply you
within forty-eight (48) hours.
• Mode of Payment: Upon receiving our email together with the invoice, you shall provide
confirmation and the payment shall be made in the following ways. We accept prepayment
(domestic or international banking, VISA, Mastercard and E-wallet) Additionally, we may
incur an extra card service charge for the payment made by VISA or Mastercard, subject to the
management’s discretion.
• Mistaken Booking(s): In the event that you have made a mistake with your booking after you
have submitted it to the Site, please contact cs@petair.my within 24 hours and we will try our
best to assist you in this regard. Nevertheless, we reserve the right to impose cancellation fee
or charges for work done or other relevant charges (if applicable).
COLLECTION, DELIVERY, TRANSPORT AND TIMING
• All times provided by PetAir, at the time of placing a booking for pick-up and delivery are an
estimated time only. We aim to deliver your booking(s) and maintain an appropriate timeline,
however, if we unable to meet the estimated delivery timeline due to traffic and weather
conditions, government or airline or customs and border control policy, animal quarantine
and inspection or any other reason beyond our control, we will contact you to request for
cancellation. To the extent permitted by law, we shall not be liable to you for any losses,
liabilities, costs, damages, charges or expenses arising out of late pick-up and delivery or
cancellation of any services due to reasons beyond our control.
• PetAir may refuse to pick up any pets in the event that we have, at that point in time, been
unable to confirm appropriate delivery details with you or if our driver considers that there is
any issue with the health or condition of the animal or the animal differs from the details we
had been provided by you.
• In the event that PetAir is unable to contact you for delivery at the arranged time, we may
deliver the pets to an appropriate boarding facility of our choice until an alternative
arrangement is able to be made. If delivery is unable to be finalised due to circumstances
outside of PetAir’s control, the animals may be held and cared for in appropriate conditions by
PetAir or returned to the Consignor or to an appropriate boarding facility of our choice and
the pet owner shall be responsible for the original cost of transport and any additional costs incurred for the boarding services, subject to the management discretion and having regard to
the reasons for non-delivery.
• In the event that any animal is required to be boarded for any reason including travel or pick-
up delays not due to the fault of Petair or due to the reasons beyond PetAir’s control, all cost
that have been incurred for the transportation, documentation, blood testing, boarding and
other ancillary costs shall be borne by the pet owners.
• PetAir reserves the right to change the conditions or the way in which an animal was intending
to travel for reasons including but not limited to vehicle or trailer breakdowns or repairs,
reason pertaining to driver’s health condition, rescheduling or weather conditions. Animal
may be transported in a variety of ways, including but not limited to, travelling in a crate or
cargo with fan or air-conditioning system.
ONLINE PURCHASE OF CRATE
• The crate for transportation may be purchased online and the standard delivery fee is a flat
rate of RM50.00 (around Klang Valley and its surrounding area only) upon receipt of payment,
subject to the availability of stocks.
• Unless otherwise stated, shipping and handling fees will be indicated with your Order(s) upon
checking out of your Order(s).
REFUND POLICY
• PetAir reserves the right to charge the full quoted price or any part thereof in the event of a
booking being cancelled due to whatever reasons (including but not limited to reasons such
as, change of mind or destination) at any time after payment has been made or prior to the
agreed pick-up time.
DISCLAIMER OF LIABILITY
• Whilst PetAir conducts itself with the utmost care to the animals, the animals are handled
under the understanding that PetAir will not be held responsible for any direct, indirect,
incidental, special or consequential loss and damages, death, illness, injury, accident and/or
incident due to any cause beyond PetAir’s control whatsoever notwithstanding that nothing
in these Terms is intended to discharge PetAir normal duty of care or liability in the event that
PetAir or its staff are found to be grossly negligent in their care for the animal.
• It is at all times the pet owners and/or Consignors responsibility to ensure that the animal is
fit for long hours of travel including but not limited to the animal being social, non-aggressive,
of an appropriate age, has had appropriate vaccinations, worming, flea & tick treatments and
does not suffer from travel stress or separation anxiety. PetAir cannot be expected to know
the condition or temperament of your pet and will not be held accountable for any failure on
the pet owners part to ensure its suitability for travelling.
• It is at all times the pet owners responsibility to satisfy themselves as to the circumstances of
their animals transport arrangements and to notify PetAir of any relevant details regarding
the health status of the animal that may affect the safety of the animal and/or the appropriate
transport.
• Where any animal is collected from or delivered to another animal transporter or other third
party at the request of the pet owner, PetAir accepts no liability for any loss, death, illness,
allergies, injury, accident and/or incident due to any cause whatsoever whilst the animal is in
the care of that other party.
• Where any animal is collected from or delivered to another animal transporter or other third
party for the provision of services arranged by and which form a part of the total contract with
PetAir, these Terms shall be deemed to be applicable whilst the animal is in the care of that third party.
• PetAir accepts no responsibility or liability for any other items, documents, baggage or freight
that may be provided to us for delivery along with your pets. PetAir recommends that copies
are made of any important documents that will be sent with your pets.
• The content displayed on the Site is provided without any guarantees, conditions or
warranties to its accuracy. Unless expressly stated to the contrary and to the fullest extent
permitted by law, PetAir and its suppliers, content providers and advertisers hereby expressly
exclude all conditions, warranties and other terms which might otherwise be implied by
statute, common law or the law of equity and shall not be liable for any damages whatsoever,
including but without limitation to any direct, indirect, special, consequential, punitive or
incidental damages, or damages for loss of use, profits, data or other intangibles, damage to
goodwill or reputation, or the cost of procurement of substitute goods and services, arising out
of or related to the use, inability of use, performance or failures of this Site and any materials
posted thereon, irrespective of whether such damages were foreseeable or arise in contract,
tort, equity, restitution, by statute, at common law or otherwise.
• Use of this Site is not meant to serve as a substitute for professional advice. You should seek
for independent professional advice where appropriate.
• PetAir is only an agent to act as animal transporter and cannot be held directly responsible for
any adverse effects may have on your pets. However, to the best of our abilities, we take utmost
care and attention on your pets.
INDEMNITY
• You shall keep indemnify, hold harmless and defend PetAir and its employees, directors,
stakeholders, partners and related companies from any and all claims, liabilities, damages,
costs (including, but not limited to, legal fees) arising from your your breach of this Terms and
Privacy Policy.
ANIMAL HEALTH AND WELFARE
Veterinary Attention
• It is a condition of transport that the animals shall be vaccinated against rabies, canine or feline
and/or other core vaccines to be imposed by the country of origin (if it is an import) or
destination country (if it is an export). PetAir is authorised by the pet owners to seek
veterinary attention for any animal which is deemed necessary by PetAir.
• PetAir shall make every effort to contact the pet owner prior to authorising appropriate
treatment however in the event that we are unable to contact the pet owner, PetAir shall be
authorised and have a duty of care to make such decisions as may be necessary, based on
veterinary advice received by PetAir. Any veterinary costs incurred shall be the pet owner’s
own cost and it shall be billed directly to the pet owner. In the event that any veterinary cost
incurred by PetAir shall be forwarded to the owner for reimbursement. In the event that an
animal requires veterinary attention during transport, PetAir is not obligated to refund any
prepaid transport fees.
• In the event we are required to take your animal to a veterinary, it is likely that the animal may
be required to stay at the place of veterinary for an extended period of time and PetAir may
not be able to wait for treatment to be finalised due to our ongoing care for other animals on
board. In such circumstances, it may result in additional costs to the pet owner for extra care,
boarding and/or alternative transport to reach the destination country.
• In the event that the pet owner/ breeder provides PetAir any animal that is known to be unwell
without disclosing the truth to PetAir, they may be held liable for any additional costs and/or
damages incurred by PetAir, its staff or other third party.
Snub-nose Breed
• In PetAir, we provide special arrangement to pick-up and deliver snub-nose breed. In the event
that we are engaged to transport an animal which falls under the category of snub-nose breed,
it shall include but not limited to the following conditions:
The pet owner, Consignor and Consignee agree and acknowledge that:
(i) their animal being of a snub-nose breed is at a greater risk of suffering from respiratory
problem during travelling either air or land travel and/or other related health
conditions during transport and they understand that PetAir will only accept such
animals for transport wholly at the pet owner’s risk;
(ii) it is the pet owner’s responsibility to understand the risks to their animal associated
with snub-nose breed and to properly assess the animals condition and suitability for
transport and/or travel;
(iii) their animal has not required treatment for snub-nose problem, any related respiratory
problems, claustrophobia, heat stress and/or other related health problem;
(iv) PetAir’s drivers may refuse to accept the animal for transport if it shows signs of
advanced respiratory problem. In the event that an animal is not accepted for
transportation, PetAir is not obligated to refund any prepaid transport fees, subject to
the management’s discretion and to be carried out in a case-by-case basis.
(v) In the event of extremely hot weather conditions being forecast, PetAir may postpone or
cancel the transport of snub-nose breed or at risk animals. PetAir shall then inform the
pet owner and rearrange the transport of the animals on another date.
Vaccinations and Anti-Parasitic Preventative Treatments
• In all circumstances, it is the pet owner’s responsibility to ensure that their animal is
appropriately vaccinated and protected according to the standard and global veterinarian best
practice and/or the government requirement of the departure country. PetAir will not be held
liable for the pet owners if there is any failure to ensure appropriate protection for their pets.
• Notwithstanding the above, animals are transported solely at the pet owner’s risk due to an
increased risk to the animal of contracting diseases, becoming unwell or suffering from side
effects following vaccination.
Adaptil and Feliway
• In PetAir, we do provide Adaptil and Feliway upon receiving order confirmation from the pet
owners. The pet owners shall obtain independent and professional advice from a veterinarian
and PetAir shall not be held responsible for any complications and consequences arising from
the usage of Adaptil and Feliway.
Dangerous Animals
• We reserve the right not to transport or handle any of the following list of animals that is
considered to present a danger to any person or other animal and this shall be at the sole
discretion of PetAir.
(i) Bull Mastiff;
(ii) Bull Terrier;
(iii) Doberman;
(iv) German Shepherd, Alsatian including, Belgian Shepherd and East European Shepherd;
(v) Perro de Presa Canario (also known as Canary Dog);
(vi) Rottweiler
(vii) Akita;
(viii) American Bulldog;
(ix) Dogo Argentino;
(x) Fila Braziliero;
(xi) Japanese Tosa;
(xii) Neapolitan Mastiff;
(xiii) Pit Bull Terrier or Pit Bull (also known as American Pit Bull, American Pit Bull Terrier,
American Staffordshire Terrier and Staffordshire Bull Terrier); and
(xiv) any other wild species or their crosses which may or may not be a non-domestic animal.
LIMITATIONS REGARDING ACADEMIC PHOTOGRAPHS, VIDEOS AND INFORMATION
• PetAir offers academic photographs, videos and information to pet owners at the Site or any
other social media application for academic purpose only.
• Any information offered in the Site is not intended to diagnose, treat and/or cure your pet and
you should engage for veterinary care provided by a licensed veterinarian.
• All information and correspondences exchanged via any social messaging applications shall be
kept strictly private and confidential between the intended parties only, and shall not be
shared on any public domain of whatsoever nature without written consent of PetAir.
• For any medical or health related advice concerning the suitability to travel, please contact
your regular veterinarian or any other licensed veterinarian.
COMPLAINTS DEPARTMENT
• PetAir shall perform its obligations under these Terms with reasonable skill and care.
• PetAir cares deeply about our customer service and satisfaction. If you wish to send any of
your feedback and concerns to us, you may contact us at cs@petair.my and we will attempt to
address your concerns as soon as possible.
• In the event of a complaint, it will help us if you can describe specifically the object of your
complaint and, where applicable, send us copies of the relevant documentation.
INTELLECTUAL PROPERTY
• All content included in or made available through our Site and any social media applications,
including, but not limited to, text, graphics, logos, button icons, images, campaign titles and/or
data compilations are the property of PetAir or its content suppliers and is protected by
copyright laws of Malaysia and treaties around the world. All such rights are reserved by
PetAir and its licensors. You may store, print and display the content supplied for your own
personal use, but you are not permitted to publish, manipulate, distribute or otherwise
reproduce in any medium or manner any of the content or copies of the content supplied to
you or which appear on this website or nor may you use any such content in connection with
any business or commercial enterprise.
• You must not use any part of the content of our site for commercial purposes without obtaining
a license to do so from our licensors or us. In the event that PetAir becomes aware of any
infringement of its intellectual property rights, it shall not refrain from taking any relevant
legal action.
• PetAir specifically prohibits the posting of any content that violates or infringes the copyright
and/or other intellectual property rights of any person or entity. Should you believe that any
material on our Site infringes your copyright and/or other intellectual property rights, please
notify us immediately at cs@petair.my specifying the details of such infringement. PetAir will
process notices of alleged infringement that it receives and if applicable, will take appropriate
action to remove any material deemed in the infringement as it deems fit, while in compliance
with the applicable laws and regulations of Malaysia.
CONTRIBUTED CONTENT GUIDELINES
• PetAir values your engagement, but please consider the following guidelines when
contributing content:
1. By submitting or posting materials on the Site or on any PetAir linked social media accounts,
you grant PetAir a perpetual, irrevocable, non-terminable, worldwide, royalty-free and
non-exclusive license to use, copy, distribute, publicly display, modify, create derivative
works and sublicense such materials or any part of such materials. You hereby represent,
warrant and covenant that such materials you provide do not include anything (including,
but not limited to, text, images, music or video) to which you do not have full ownership
rights to grant PetAir the license specified above. You further represent, warrant or
covenant that any materials you provide will not contain libellous or otherwise unlawful,
abusive or obscene materials. PetAir will be entitled to remove or use any content you
submit without incurring obligations of confidentiality, attribution or compensation to you.
2. All contributed content is subject to the terms set forth below and in our Terms, which
include our policy regarding copyright and/or other intellectual property right(s)
infringement.
• We reserve the right to remove any of your post or content if it contains the following types of
content or violates other guidelines: defamatory, abusive, or threatening content which
violates the legal rights of others; obscene, discriminatory or inappropriate language,
advertisements or spam content, references to other products, offers and websites; email
addresses, URLs, phone numbers, personal addresses or other forms of contact information;
unduly critical or spiteful comments of other content posted on the page or with regard to
other authors; files that contain software or other material protected by Intellectual Property
laws unless you are the owner or licensor of such material and; content that has viruses,
corrupted files or other similar software or programs that may damage the operation of
another’s computer.
• If you wish to share feedback with us regarding our services, pricing, booking, transport or
other customer service issues, please contact us directly at cs@petair.my
WAIVER & SEVERABILITY
• No failure or delay by us or you in exercising any right under this Terms or an Order shall
operate as a waiver of such right or extend to or affect any other or subsequent event or impair
any rights or remedies in respect of it in any way modify or diminish our rights under this
Terms. If any clause in this Terms or an Order shall become or shall be declared by a
Court or competent jurisdiction to be invalid or unenforceable, such invalidity or
unenforceability shall in no way affect any other clause or part of any clause, all of which shall
remain in full force and effect, so long as this Terms or an Order shall be capable of continuing
in effect without the unenforceable term.
PERSONAL DATA PROTECTION
• Please see our Privacy Policy, which forms a part of this Terms.
GOVERNING LAW
• These Terms and Conditions and a Contract (and all non-contractual obligations arising out of
our connection to them) shall be governed and construed in accordance with the laws of
Malaysia.
VARIATION
• We reserve the right to amend the Terms and Privacy Policy at any time. All amendments to
the Terms and Privacy Policy will be posted online. However, by accessing or use the Site
continuously, you will be deemed to constitute acceptance of the new Terms and Privacy
Policy.
• When you submit an Order to the Site, you agree that you do so subject to the Terms and
Privacy Policy current at the date you submit your Order. You are responsible for reviewing
the latest Terms and Privacy Policy each time you submit your order.
TERMINATION
• We reserve the right to terminate our service without any refund if the following types of
content occurred in the conversations or our correspondences: abusive language or
threatening content which violates the legal rights of others; and/or discriminatory or
inappropriate language.
FEEDBACK
• Please reach us out by email to cs@petair.my should there be any inquiries.
Updated as at 8 March 2023.
