Legal

Terms & Conditions

Applicable to Export, Import and Pet Relocation Services

These Terms & Conditions apply to all pet relocation, export, import, documentation, cargo booking, customs coordination, veterinary coordination and related services provided by Felcan Air Cargo LLP.

By accepting a quotation, making payment, submitting documents, or instructing Felcan Air Cargo LLP to proceed with any service, the client confirms that they have read, understood and accepted these Terms & Conditions.

1. Scope of Services

Felcan Air Cargo LLP provides pet relocation and related services strictly as per the services expressly mentioned in the final accepted quotation.

The scope of work may include, depending on the quotation:

Export documentation
Import documentation
NOC / permit coordination
Airline cargo booking
Air Waybill coordination
Customs clearance support
Veterinary coordination
Rabies titre test coordination
Pet cab services
IATA-specified crate support
Coordination with overseas agents

Any service not specifically mentioned in the accepted quotation shall be treated as outside the scope of service and may be arranged only at an additional cost, subject to feasibility and at the discretion of Felcan Air Cargo LLP.

2. Service Categories

2.1 Accompanied Pet Travel

This includes pets travelling with the owner as excess baggage or in-cabin, wherever permitted by the airline and destination country regulations.

Services may include, if quoted:

Regulatory export documentation as per Indian requirements
Coordination for No Objection Certificate / export permission
Coordination of rabies serum antibody titre testing, if applicable
Handover of approved export documents to the client or foreign agent

The following are not included unless expressly quoted:

Booking of passenger flight tickets
Destination-side clearance or handling
Charges payable to foreign agents
Local transport / pet cab services
Microchipping
Veterinary health certification
Vaccination costs
Blood collection charges
Courier charges
Boarding, transit care or quarantine arrangements

The client shall be responsible for booking their own flight tickets and ensuring that the airline permits the pet to travel in the selected mode.

2.2 Manifest Cargo / Unaccompanied Pet Transport

This includes pets travelling as cargo through airline cargo services.

Services may include, if quoted:

Export documentation
NOC / export permission coordination
Indian customs clearance support
Transport to airline cargo terminal
Air Waybill booking and cargo coordination
Departure logistics coordination

The following are not included unless expressly quoted:

Destination-side customs clearance
Destination-side delivery
Overseas agent charges
Medical testing
Vaccination
Microchipping
Veterinary certification
Courier charges
Boarding, quarantine or transit care charges

2.3 Import of Pets into India

For pets being imported into India, Felcan Air Cargo LLP may assist with import permit coordination as per the applicable regulatory framework prescribed by Indian authorities, including AQCS and other competent authorities.

Services may include, if quoted:

Review and verification of eligibility documents
Preparation and submission of import permit application
Coordination with competent authorities
Guidance on arrival requirements

The following are not included unless expressly quoted:

Airport handling
Airline booking
Freight charges
Veterinary charges
Quarantine facility charges
Customs duties, demurrage or storage charges
Destination transport
Liaison with freight handlers or airline agents beyond the quoted scope

3. Client Responsibilities

The client shall be responsible for providing complete, true and accurate information and documents within the required timeline.

This may include:

Passport copies
Ticket copies
Visa / residence proof, if applicable
Pet vaccination records
Microchip details
Health certificates
Ownership history
Previous import / export permit details, if any
Any prior rejection, failed application or special medical / behavioural condition of the pet

Failure to disclose correct information may result in delay, rejection of permits, cancellation of booking, additional charges or forfeiture of fees.

4. Regulatory Approval and Government Discretion

All permits, NOCs, approvals and clearances are subject to the discretion of the concerned government authorities, airline authorities, customs authorities, animal quarantine authorities and destination country authorities.

Felcan Air Cargo LLP shall not be liable for:

Delay in processing by government departments
Additional clarification or resubmission requests
Rejection due to incorrect, incomplete or inconsistent documents
Change in rules or procedures
Airline embargoes, capacity issues or route restrictions
Destination country regulatory changes

5. Timelines

Estimated timelines are indicative only and may vary depending on:

Destination country rules
Airline availability
Government processing time
Document readiness
Veterinary test results
Client response time
Public holidays, strikes, embargoes or force majeure events

Where import permits are involved, the normal processing time may range from approximately 10 to 30 business days or more, depending on the competent authority.

Felcan Air Cargo LLP does not guarantee approval or completion within a specific timeline unless expressly confirmed in writing.

6. Destination Country Import Clearance

Unless specifically included in the quotation, destination-side services are excluded.

The client shall be responsible for:

Understanding destination country import requirements
Payment of destination duties, taxes, customs charges, brokerage, quarantine, storage and handling charges
Compliance with destination entry procedures
Coordination with destination-side agents, unless arranged through Felcan Air Cargo LLP

Felcan Air Cargo LLP shall not be responsible for destination-side rejection, delays, quarantine, additional costs or non-compliance arising after handover to the airline, foreign agent or destination authority.

7. Flight Amendments and Rescheduling

Any change in travel date, flight, route or shipment plan shall be subject to airline approval, regulatory validity and operational feasibility.

Changes requested more than 14 days before departure may attract rebooking, documentation or coordination charges.
Changes requested within 14 days of departure may result in forfeiture of freight, airline charges, agent charges or other committed costs.
Any expired document, permit or test result must be renewed at the client's cost.

8. Payment Terms

8.1 Booking Advance

A non-refundable booking advance is required to confirm the pet relocation service.

Unless otherwise mentioned in the quotation, the booking advance shall be 50% of the total shipment value or total air freight charges plus Air Waybill booking charges, whichever is higher.

The booking advance shall be adjusted against the final invoice.

8.2 Balance Payment

The balance payment must be made at least 10 days prior to the scheduled departure date or earlier, if required due to airline, agent, customs or documentation timelines.

Felcan Air Cargo LLP reserves the right to withhold services, documents, bookings or shipment processing until full payment is received.

8.3 Accepted Payment Modes

Payments may be accepted through bank transfer, UPI, card payment, payment gateway or any other mode specified by Felcan Air Cargo LLP.

8.4 Additional Charges

Additional charges may arise due to:

Airline rate changes
Crate size or weight changes
Fuel surcharge
Currency fluctuation
Government fee revision
Route change
Embargo or airline capacity change
Additional veterinary or documentation requirement
Client-side delay or error

Any increase below 25% of the original estimate may be processed and charged automatically where necessary to continue the shipment. Any major increase shall be communicated to the client, wherever practically possible.

8.5 Transaction and Gateway Charges

Any payment gateway charges, bank charges, card charges, currency conversion charges or international transfer charges shall be borne by the client.

Refunds against payment gateway collections may be subject to deduction of gateway charges, generally up to 3% or the actual applicable charge.

9. Refund and Cancellation Policy

9.1 Full Refund

Cancellation within 24 hours of booking confirmation may be eligible for refund after deduction of actual expenses already incurred, if any.

9.2 Partial Refund

If cancellation is made after 24 hours but before 15 days of the proposed relocation date, refund shall be calculated after deducting:

Non-refundable booking advance
Government fees
Liaison charges
Vendor advances
Airline booking charges
Foreign agent charges
Crate booking charges
Pet cab cancellation charges
Any other cost already incurred or committed

9.3 Standard Cancellation Charges

Unless otherwise stated:

Pet cab cancellation charge: ₹2,500
Crate booking cancellation charge: ₹2,500

9.4 No Refund Cases

No refund shall be applicable in the following cases:

Once documentation work has commenced
Once foreign agent coordination has started
Once crate procurement has started
Once NOC / permit processing has started
Once airline booking or Air Waybill process has started
If cancellation is due to incorrect information provided by the client
If the pet is found unfit, non-compliant or ineligible due to facts not disclosed earlier
If government authority or airline rejects the shipment due to regulatory reasons beyond Felcan Air Cargo LLP's control

Foreign agent charges are generally non-refundable after 24 hours of booking confirmation.

9.5 Refund Processing Timeline

Approved refunds shall be processed within 7 to 45 business days, depending on the payment method, banking timelines and reconciliation process.

9.6 Refund Request Procedure

Refund requests must be sent by email to info@felcanaircargo.com.

The email must include:

Client name
Booking reference / quotation reference
Pet details
Reason for cancellation
Date and time of cancellation request
Payment details

Refunds shall be issued only after verification of the booking status, service stage and costs already incurred.

10. Quotation Validity and Price Revision

All quotations are valid for 15 days from the date of issue unless otherwise mentioned.

After expiry, Felcan Air Cargo LLP may issue a revised quotation based on prevailing airline rates, regulatory fees, exchange rates, crate dimensions, route availability and operational costs.

Only the latest quotation accepted by the client shall be applicable.

11. Airline Pricing and Cargo Variability

Air freight charges are subject to final confirmation by the airline and may vary based on:

Actual crate dimensions
Actual chargeable weight
Airline capacity
Route availability
Fuel surcharge
Seasonal rates
Embargoes
Regulatory or customs requirements

The client agrees to pay any additional charges determined at the time of final booking or shipment acceptance.

12. Rabies Serum Antibody Titre Test

Where rabies titre testing is required:

Test timelines depend on the diagnostic laboratory.
Low titre results may require re-testing at the client's cost.
Courier, sample collection, blood draw and veterinary charges shall be borne by the client unless included in the quotation.
Fast-track processing, if available, shall be subject to additional charges.
Felcan Air Cargo LLP does not guarantee the test result or laboratory processing timeline.

13. Crate, Health and Pet Fitness

The client shall ensure that the pet is medically fit for travel.

The client must disclose:

Medical conditions
Pregnancy
Aggressive behaviour
Anxiety or stress history
Breed restrictions
Age-related risks
Prior travel issues

Sedation of pets during air travel is strictly discouraged and may be prohibited by airlines and veterinary authorities.

Emergency veterinary treatment, if required before, during or after relocation, shall be arranged at the owner's cost.

14. Additional and Discretionary Charges

The following may be charged additionally:

Waiting time due to client delay
Re-issuance of documents
Additional travel to collect documents or pets
Extra customs visits
Crate change requested by airline
Freight recalculation due to crate or pet size variation
Weekend, public holiday or off-hour handling
Storage, demurrage or terminal charges
Additional veterinary visits or certificates

15. Limitation of Liability

Felcan Air Cargo LLP shall not be liable for:

Airline delay, cancellation or refusal
Customs delay or seizure
Government rejection
Quarantine requirement
Strikes, natural calamities, embargoes or force majeure events
Illness, stress, injury or death of the pet during or after transit
Loss or damage to crate or accessories after airline handover
Failure or delay by third-party agents, airlines, laboratories, customs brokers, transporters or veterinary professionals

The total liability of Felcan Air Cargo LLP, if any, shall not exceed the amount actually paid by the client to Felcan Air Cargo LLP for the specific service in dispute.

16. Client Conduct and Service Termination

Felcan Air Cargo LLP reserves the right to suspend or terminate services immediately in case of:

Abusive or threatening conduct
Unsafe handling of pets
Repeated changes after quotation acceptance
False or misleading information
Interference with regulatory procedures
Attempt to bypass legal requirements
Non-payment of dues

In such cases, no refund shall be payable, and the client shall remain liable for all services rendered and costs incurred up to the date of termination.

17. Regulatory Compliance and Non-Interference

Felcan Air Cargo LLP follows applicable rules prescribed by Indian authorities, customs, AQCS, airlines and destination country authorities.

The client shall not attempt to alter, bypass, reinterpret or influence regulatory requirements through unauthorized means.

Any such interference may result in:

Immediate termination of service
Forfeiture of amounts paid
Cancellation charge of ₹25,000 or the total quotation value, whichever is lower
Recovery of all costs incurred up to the date of termination

18. Professional Service Fee

Certain government procedures may be conducted by authorities at no official charge. However, Felcan Air Cargo LLP may charge a professional service fee for facilitation, coordination, documentation, advisory support, processing and execution of such services.

19. Final Agreement and Authorization

By accepting the quotation, the client:

Accepts these Terms & Conditions
Authorizes Felcan Air Cargo LLP to act on their behalf for the quoted services
Confirms that all information provided is true and complete
Agrees to pay all applicable charges
Acknowledges that third-party performance and regulatory approvals are beyond the control of Felcan Air Cargo LLP
Waives claims against Felcan Air Cargo LLP for delays, rejection or additional costs arising due to airline, government, customs, veterinary, laboratory, foreign agent or destination-side factors

20. Contact Details

Felcan Air Cargo LLP

Email: info@felcanaircargo.com

Mobile: +91 87629 32206

Website: www.felcanaircargo.com