Corporate policy governing humane, safe and legally compliant transportation of companion animals
Version:1.0 | Effective Date: 01/07/2025 | Approved By: Dwarika Legal
This Pet Transportation, Animal Welfare & Safety Policy (“Policy”) is made and adopted by M/s Pet Movers Pvt. Ltd. having its head office at New Delhi and bearing Corporate Identification Number (CIN): U52231DL2025PTC449130 (herein after referred to as “the Company”) with the objective of establishing a clear and responsible framework for the safe, humane, dignified and lawful transportation of pets entrusted to its care. The Company is engaged in providing comprehensive door-to-door pet transportation and relocation services across India and internationally, including global relocation of pets, through the assistance of experienced and trained pet handlers.
In recognition of its responsibility, the Company understands that pet transportation involves more than the movement of an animal from one location to another and carries with it a duty of care towards the life, health, safety, comfort and welfare of every animal placed under its supervision. Accordingly, the Company has formulated this Policy for humane treatment of animals entrusted to its care and to establish the standards, safeguards and compliance framework governing its operation.
This Policy sets out the principles, standards, safeguards, responsibilities and operational requirements to be followed by the Company, its employees, pet handlers, representatives, agents and, where applicable, third-party service providers engaged in connection with the transportation or relocation of pets.
1.1 The primary purpose of this Policy is to ensure that every pet transported by or through the Company is treated with due care, compassion, dignity and respect, and that appropriate measures are implemented before, during and upon completion of each journey to safeguard the animal’s health, safety, welfare and overall well-being.
1.2 The Policy is formulated to establish a comprehensive, mandatory and legally compliant framework governing the transportation and relocation of pets entrusted to the care, custody or supervision of the Company.
1.3 The Policy is intended to minimise foreseeable risks associated with transportation, including injury, illness, distress, escape, exposure to unsuitable environmental conditions, inadequate handling, improper restraint, delays and other circumstances that may adversely affect the animal.
1.4 The Policy further seeks to establish clear standards of conduct, operational controls and accountability for the Company, its directors, employees, pet handlers, representatives, agents, transport personnel, contractors, customers and third-party service providers involved in the transportation or relocation of pets. It sets out the minimum standards to be observed in relation to pre-transport assessment, documentation, veterinary fitness, handling, containment, loading and unloading, transportation, feeding and hydration, monitoring, emergency response, veterinary intervention, delivery and incident reporting.
1.5 The Policy is therefore intended not merely as an internal operational document, but as a formal statement of the Company’s commitment to responsible pet transportation, establishing the minimum standards that must govern every stage of the Company’s engagement with an animal— from acceptance of the transportation request until the safe and documented handover of the pet to the authorised recipient.
2.1 This Policy shall apply to all activities, personnel, processes and arrangements undertaken by or on behalf of the Company in connection with the booking, receiving, handling, care, transportation, monitoring, transfer and delivery of pets/companion animals. The provisions of this Policy shall apply from the time of booking of transportation by the customer, to an animal being accepted for transportation or relocation by the Company and shall continue until the animal is safely handed over to the customer or such other person as has been duly authorised by the customer and the Company’s delivery records have been completed.
2.2 The scope of this Policy includes, but is not limited to:
a) booking and pre-transport assessment of the animal and the proposed journey;
b) verification of customer, animal, veterinary, vaccination, identification, ownership and other documents, wherever applicable.
c) assessment of the animal’s species, breed, age, health, temperament, behavioural characteristics, special needs and fitness for transportation.
d) provision and use of appropriate crates, carriers, restraints, handling equipment and other transportation accessories.
e) collection, loading, handling, transit monitoring, welfare checks, feeding, hydration, unloading and delivery of animals;
f) transportation by road, including transportation through Company-owned, controlled, contracted or third-party vehicles;
g) where such services are offered by the Company, coordination or facilitation of air and/or rail transportation, subject to the laws, regulations, directions, safety requirements and operating conditions applicable to the relevant mode of transport and carrier.
h) emergency preparedness and response, including situations involving illness, injury, accident, vehicle breakdown, escape, extreme weather, significant delay or any other event that may affect the safety or welfare of an animal.
i) engagement, supervision and monitoring of third-party transporters, handlers, veterinary professionals and other service providers.
j) incident reporting, record-keeping, internal review, corrective action and compliance monitoring relating to animal transportation operations; and
k) such other activities as are reasonably connected with the safe, humane, responsible and lawful relocation or transportation of pets.
3.1 No animal shall, at any stage of transportation, be subjected to beating, kicking, striking, dragging, mishandling, deliberate frightening,
intimidation, abuse, neglect or any other act or omission which causes, or is reasonably likely to cause, unnecessary pain, injury, suffering, fear or distress.
3.2 All persons handling animals on behalf of the Company shall exercise reasonable care, patience and caution and shall use handling methods appropriate to the animal’s species, size, age, temperament, physical condition and behavioural characteristics.
3.3 Every animal shall be transported in a suitable, secure, clean and adequately ventilated crate, carrier, compartment or other approved means of containment, appropriate to its species, size, physical condition and specific transportation requirements.
3.4 The accommodation provided shall, to the extent applicable, enable the animal to be transported without avoidable injury or discomfort and shall be maintained in a condition that is reasonably escape-resistant, structurally sound and free from dangerous projections or conditions likely to cause harm.
3.5 Where there is a reasonable concern regarding the animal’s health or fitness to travel, the Company may communicate the same to the Pet Owner & require appropriate veterinary assessment, medical clearance or other supporting documentation before accepting or proceeding with the journey, particularly where required by applicable law, carrier conditions, destination requirements or the Company’s internal safety protocols.
3.6 Any employee, attendant, handler, driver, contractor or third-party transporter who becomes aware of a circumstance that may materially compromise the health, safety or welfare of an animal shall immediately report and escalate the matter in accordance with the Company's applicable operational and emergency procedures.
4.1 The Company may facilitate or undertake the transportation and relocation of pets through road, rail and air transportation, including a combination of two or more modes are required for domestic or international relocation. The mode of transportation shall be determined having regard to the species, breed, age, health and temperament of the animal, journey distance and duration, weather and environmental conditions, destination requirements, customer requirements, applicable law and the rules of the relevant carrier or transport authority.
4.2 Transportation via Road
a) The Company shall provide transportation through vehicles owned, rented and operated by the Company, with the journey being undertaken by a Company-appointed driver and, where required or included in the service arrangement, an authorised pet attendant/handler of the Company. The Company ordinarily undertakes journeys originating from Delhi-NCR to destinations across India, subject to route feasibility, applicable law and acceptance of the booking.
b) Road transportation charges shall ordinarily be calculated on a per-kilometre basis and choice of vehicle for the complete journey, including both onward and return distance (“to and fro”), unless otherwise agreed in writing. The applicable charges shall be communicated to and accepted by the customer before confirmation of the booking. The transportation charges shall cover the safe and careful transportation of the pet, along with the designated driver and, where applicable, the pet attendant. The Company shall take reasonable measures throughout the journey to ensure proper handling, safety, comfort and welfare of the pet.
c) The owner or an authorised person may accompany the pet in the Company vehicle, either with or without a Company attendant, without any additional transportation charge on that account. Such accompanying person shall comply with reasonable safety and operational instructions issued by the driver or attendant during the journey.
d) Each Company vehicle shall ordinarily be booked exclusively for one customer booking and shall not be used for simultaneous transportation of pets belonging to two or more independent customers. Multiple pets belonging to the same customer or household may, however, travel together where their health, temperament, size and other circumstances make such transportation appropriate and safe.
e) No driver, attendant, employee, agent or third-party person acting on behalf of the Company shall independently introduce another customer’s pet, passenger or unrelated consignment into a vehicle assigned exclusively to a customer without prior authorisation from the Company and, where material to the agreed service, the customer’s consent. Any exception necessitated by an emergency,
breakdown, evacuation or other circumstances affecting the immediate safety or welfare of the animal shall be handled in accordance with the Company’s emergency SOPs and appropriately documented.
4.3 Transportation via Railways
a) Railway transportation of pets shall be undertaken strictly in accordance with the applicable rules, regulations and procedures of Indian Railways/IRCTC, as applicable to the particular train, route, class of travel and animal.
b) The Company facilitates the transportation of dogs, cats, rabbits, birds and other permitted animals through the railway system, including A/C and Non-A/C Dog Boxes and First Class A/C accommodation in Coupe or Cabin, as permitted under the applicable railway rules. The Company shall also coordinate and assist the customer with the end-to-end railway booking, documentation and other formalities required for the transportation of the pet. Any requirement imposed by Indian Railways/IRCTC at the time of booking, boarding or during the journey shall prevail over the Company’s internal arrangements.
c) Availability and allotment of an A/C Dog Box are determined solely by the railway authorities at the time of arrival of the concerned train and, accordingly, the Company shall not be in a position to confirm such availability in advance. Where the customer requires certainty of an air-conditioned environment, particularly in the case of small breeds such as Pug, Shih Tzu and other breeds that may be susceptible to breathing difficulties or heat-related distress, the Company shall advise the customer to opt for an A/C First Class Cabin or Coupe, subject to applicable railway rules and availability. The final decision regarding the mode or class of transportation shall rest with the customer. Where the customer, despite the Company’s advice, elects to proceed with a mode or accommodation that does not provide assured A/C facilities, the Company shall not be responsible for the consequences arising solely from such decision, provided the Company has duly communicated the relevant limitation and complied with its agreed responsibilities.
d) For every pet transported through railway services, including dogs, cats, rabbits, birds or any other permitted animal, the
Company shall depute one attendant for the supervision and care of the animal throughout the journey. The attendant shall remain available & responsible for reasonable monitoring, feeding, hydration, handling and welfare of the pet, subject to the applicable railway restrictions.
e) Drinking water shall remain available with the pet throughout the journey. The attendant shall communicate with the customer through video call or video updates at reasonable intervals of approximately every 2–3 hours to provide updates regarding the pet’s health, condition and well-being. The pet shall ordinarily be fed once every 6–8 hours, having regard to the animal’s age, health, dietary requirements and journey conditions.
f) At every reasonably long scheduled stoppage of the train, and wherever permitted and safe to do so, the attendant shall attend to the pet’s basic needs, including taking the pet out for urination/defecation where the mode of containment and railway conditions permit. The attendant shall exercise due caution to prevent escape, injury or distress during such handling.
4.4 Transportation via Air
a) The Company facilitates domestic as well as International pet transportation and relocation services across countries worldwide, except Australia and New Zealand, of dogs, cats and other permitted pets in accordance with the applicable rules, policies, and documentation requirements, subject to applicable airline policies, destination-country regulations, quarantine requirements, customs procedures and other mandatory conditions governing the import and transportation of pets.
b) The Company provides pet attendant services for domestic air transportation across India. No attendant is ordinarily provided for international pet transportation, however, upon specific request of the customer, the Company may arrange for an attendant to accompany the pet on an international journey, subject to applicable airline and immigration requirements. The charges for such international attendant services shall be payable separately by the customer.
c) Subject to the applicable airline’s rules, dogs weighing up to 8 kg may generally be permitted to travel in the passenger cabin in an
airline-approved soft carrier, accompanied by the pet owner or authorised attendant. Dogs exceeding the prescribed cabin weight limit shall ordinarily be transported in the designated carriage/animal transport box or other manner prescribed by the concerned airline.
d) The Company ensures that the pet is attended to before boarding and after disembarkation, including feeding, hydration and taking the pet for urination/defecation, as reasonably required and subject to the airline’s boarding, security and handling procedures. The Company shall take reasonable measures to minimise the pet’s stress and discomfort during the airport and air transportation process.
e) The Company provides for Custom Clearance Agents at the destination country for assisting with the clearance and release of the pet upon deboarding, wherever such services are required. However, the charges quoted by the Company for international transportation does not include customs clearance charges, customs duties, taxes, levies or other charges imposed by the destination-country customs or other authorities. Such charges shall be borne and paid directly by the customer to the appointed customs clearing agent or the concerned authority, as applicable.
f) The Company provides reasonable assistance and coordination in relation to destination-country entry requirements, veterinary documentation, quarantine, airline requirements and customs clearance; however, final admission and release of the pet shall remain subject to the applicable laws, regulations and decisions of the authorities and carriers in the destination country. The final mode of carriage, cabin eligibility, weight limits, carrier specifications, documentation and acceptance of the pet shall remain subject to the rules and decision of the concerned airline and competent authorities. The Company shall not be responsible for any refusal, change or restriction imposed by the airline or authorities despite compliance with the Company’s agreed responsibilities.
4.5 The Company only advices the customer about the availability and suitability of any particular mode of transportation and the same shall be confirmed solely by the Pet Owner. The acceptance and movement of the animal shall, in all cases, remain subject to applicable statutory and regulatory requirements, carrier conditions, availability of A/C or other
prescribed facilities, operational feasibility, veterinary considerations, railway & airline authorities and the Company’s assessment of the animal’s safety and welfare. Where the customer elects to proceed with a mode of transportation contrary to the Company’s advice, the Company shall not be responsible for consequences arising solely from such decision, subject to the Company having duly communicated the relevant risks and limitations.
5.1 The Company maintains and implement a standard operating procedure for every pet transportation assignment to ensure consistency, accountability and proper care of the animal throughout the transportation process. The procedure shall include the following stages as per Annexure-1:
a) Booking and Pre-Transport Assessment – verification of the customer’s requirements, destination, mode of transportation, species, breed, age, size, health condition, temperament and any special needs of the pet.
b) Documentation and Compliance – collection and verification of vaccination records, veterinary certificates, identification documents, travel documents, ownership details and other documents required by the applicable law, airline, railway, authorities or destination country.
c) Pre-Departure Preparation – confirmation of booking, attendant and payment, preparation of the pet and carrier/crate, vehicle or travel arrangements, feeding, hydration, toileting and completion of all required pre-departure checks.
d) Transportation and Monitoring – safe handling, loading and unloading of the pet, continuous supervision by the designated driver/attendant, appropriate feeding and hydration, welfare monitoring and communication with the customer during the journey, wherever applicable.
e) Emergency and Incident Management – appropriate action in case of illness, injury, accident, vehicle breakdown, flight/train disruption, escape, delay or any other situation affecting the safety or welfare of the pet, including veterinary intervention wherever reasonably required.
f) Delivery and Handover – verification of the authorised recipient, safe handover of the pet, confirmation of delivery and recording of the relevant details upon completion of the journey.
g) Post-Transportation Records – maintenance of transportation records, customer communications, veterinary documents, incident reports, delivery confirmation and other relevant records in accordance with the Company’s record-retention requirements.
5.2 The Standard Operating Procedure shall be strictly followed by the Company, its directors, attendants, agents, representatives and other persons engaged in the transportation of Pets, and shall also be complied with by customers to the extent applicable to their respective obligations. The SOPs are intended to ensure safe, humane and responsible transportation of Pets and shall be implemented in accordance with the applicable provisions of the Prevention of Cruelty to Animals Act, 1960, the Transport of Animals Rules, 1978, as amended from time to time, and other applicable statutory and regulatory requirements.
6.1 The Company takes the payment in two tranches, 50% of the total agreed transportation charges as an advance at the time of booking and rest 50% balance at the time of delivery/handover of the Pet. The advance amount shall be non-refundable. The remaining 50% shall be payable at the time of delivery/handover of the Pet. The booking is confirmed only after the payment of advance amount. The Company shall not be obligated to hand over the Pet to the Pet Owner or authorised recipient until the entire outstanding balance has been received.
6.2 The customer shall provide all items, documents, accessories, crates, food, medicines or other requirements specified in the SOP under Annexure-1, as applicable to the particular transportation. In the event the customer fails to provide any such item or requirement and the Company is required to arrange or procure the same, the cost thereof shall be borne and reimbursed by the customer.
6.3 For safe transportation of a Pet through a railway Dog Box, an IATA- compliant crate/carrier, wherever required under the applicable railway/transport requirements, shall be provided by the customer. Where the customer is unable to arrange such crate/carrier, the Company may provide the same on a rental basis, and the applicable rental charges shall be payable separately by the customer.
6.4 The customer shall disclose, at the time of booking, any known aggressive, dangerous or biting behaviour of the Pet. If, at the time of pickup, the Company reasonably determines that the Pet poses a safety risk which was not disclosed by the customer, the Company may cancel or refuse the transportation, and the advance amount paid shall be liable to forfeiture.
6.5 In the event the Pet bites or otherwise causes injury to any Company attendant, driver, employee or representative during the transportation process, all reasonable medical expenses and other ancillary expenses arising from such incident shall be borne by the customer.
6.6 In the event the customer fails to make the balance payment at the time of delivery or handover of the Pet, the outstanding amount shall carry interest at the rate of 24% per annum from the date on which the payment became due until actual payment.
6.7 In the event the customer initiates any false, fabricated or malicious proceedings against the Company in relation to the transportation services, the Company shall be entitled to seek recovery of reasonable legal fees, advocate’s fees and other litigation expenses incurred in defending such proceedings, subject to applicable law and the determination of the competent authority/court.
7.1 The customer shall provide the Company with complete, accurate and truthful information regarding the Pet, including its species, breed, age, weight, health condition, temperament, behavioural history, vaccination status, medical requirements and any known tendency to bite, scratch, escape or otherwise exhibit aggressive behaviour.
7.2 The customer shall provide all documents, records, accessories, food, medicines, crates/carriers and other items required for the safe and lawful transportation of the Pet, as specified by the Company, applicable authorities, railway, airline or destination country.
7.3 The customer shall obtain and provide the necessary veterinary certificates or medical clearances. The customer shall ensure that the Pet is medically fit and appropriately prepared for transportation and shall disclose any existing illness, injury, medication, special dietary requirement or other condition that may affect the Pet during the journey.
7.4 The customer shall comply with the Company’s SOPs, instructions and reasonable directions relating to the Pet’s transportation and shall cooperate in completing all booking, documentation, identification, veterinary, railway, airline, customs and other applicable formalities within the prescribed timelines.
7.5 The customer shall remain responsible for any additional costs arising from incorrect, incomplete or delayed information/documents provided by the customer, changes requested after confirmation of booking, failure to provide required items, or any additional requirement imposed by the concerned carrier, authority, veterinarian or destination country.
7.6 The customer shall ensure that the person receiving the Pet at the destination is duly authorised and available at the agreed time and location for handover. Any delay, waiting charges or additional expenses arising due to the unavailability or delay of the customer/authorised recipient shall be borne by the customer.
8.1 Without prejudice to the generality of the foregoing, the Company may cancel, suspend or terminate a transportation assignment before commencement of the journey where the Pet is found to be medically unfit, excessively aggressive or otherwise unsuitable for transportation, where the customer has provided incomplete, inaccurate or misleading information, failed to provide required documents or items, or where transportation cannot lawfully or safely be undertaken.
8.2 In the event the transportation assignment is cancelled or terminated by the Company in accordance with the Termination Clause herein, the entire 50% booking amount shall be forfeited where such cancellation is made at the time of pickup or boarding of the Pet; where the Customer cancels the booking 24 hours or more prior to the scheduled pickup/boarding, 30% of the booking amount shall be deducted as cancellation charges and the remaining amount shall be refunded, and where the Customer cancels the booking within 4 hours of making the booking, 20% of the booking amount shall be deducted as cancellation charges and the remaining amount shall be refunded, subject to adjustment of any expenses already incurred by the Company towards the booking or third-party services, wherever applicable.
8.3 The Company may cancel or discontinue the services at any stage where continuation of the journey would, in the reasonable opinion of the Company, materially compromise the safety or welfare of the Pet, the driver, attendant or any other person, or where required by any railway, airline, transport authority, veterinary professional, statutory authority or other competent authority.
8.4 In the event of any delay arising due to traffic, weather conditions, road conditions, vehicle breakdown, railway or airline delays, cancellation or rescheduling, regulatory restrictions, strikes, natural events, emergencies or any other circumstance beyond the reasonable control of the Company, the Company shall communicate the delay to the customer and shall take reasonable steps to continue, reschedule or otherwise complete the transportation, subject to safety and operational feasibility.
8.5 Any additional expenses arising due to delays, route changes, rescheduling, extended waiting time, additional accommodation, feeding, veterinary care, transportation or other services necessitated by circumstances beyond the Company’s reasonable control shall be borne by the customer, where such expenses are reasonably incurred for the continued care, safety or transportation of the Pet.
8.6 Where the Company is required to terminate or suspend transportation due to circumstances attributable to the customer, including non- disclosure of material information, failure to comply with the Company’s instructions, non-payment of applicable charges or failure to provide required documents/items, the Company shall be entitled to recover amounts due and retain the advance paid, subject to applicable law.
9 COMPLIANCE MONITORING
9.1 The Company has established appropriate mechanisms for monitoring compliance with this Policy, the applicable Standard Operating Procedures (SOPs), and all applicable animal welfare, transportation, railway, airline and other statutory and regulatory requirements. The Company shall periodically review transportation assignments, operational practices, records, incidents, customer complaints and feedback to identify any instances of non-compliance, risk or deficiency. Any identified deviation shall be appropriately documented and, where necessary, corrective or preventive measures shall be implemented, including additional training, modification of procedures or disciplinary action against responsible personnel. The Company may also conduct periodic internal reviews or inspections of its vehicles, equipment,
documentation and transportation practices to ensure that the prescribed standards of safety, welfare and compliance are being consistently maintained.
10 CUSTOMER GRIEVANCE REDRESSAL
10.1 The Company maintains an appropriate mechanism for receiving, recording and addressing customer grievances, complaints or concerns relating to pet transportation services, including issues concerning delay, handling, safety, documentation, communication or delivery of the Pet.
10.2 Customers may raise their grievances with the Company through the designated communication channels, and the Company shall endeavour to acknowledge and address such grievances within a reasonable period, after examining the relevant records, communications and circumstances of the case. Where necessary, the Company may seek additional information or documents from the customer for proper examination of the grievance and shall take appropriate corrective or remedial measures, wherever warranted.
10.3 In case of any issue, concern or grievance relating to the conduct or services of the attendant, the Customers are advised to immediately contact the Company at the designated contact details provided herein, whereas any complaint relating to transportation services shall be communicated to the Company at the designated email address within 24 hours from the occurrence of the issue giving rise to such complaint.
10.4 For escalation or further assistance, customers may contact the Directors of the Company at Email: info@petmovers.in | Contact No.: 9667921734.
11 INDEMINTY
11.1 The Customer shall indemnify, defend and hold harmless the Company, its directors, employees, attendants, agents, representatives and service providers from and against any and all losses, damages, claims, liabilities, costs, expenses, medical expenses, legal expenses or proceedings arising out of or in connection with any incorrect, incomplete or misleading information or declaration provided by the Customer regarding the Pet, any undisclosed illness, injury, death, aggressive or dangerous behaviour of the Pet, failure to provide required documents, equipment, medicines or other items, or any act or omission of the Customer resulting in injury, loss, damage or liability to the Company, its personnel, third parties or the
Pet, except to the extent arising directly from the Company’s wilful misconduct or gross negligence, subject to applicable law.
11.2 The Company shall not be liable for any loss arising solely from actions undertaken in good faith and within the scope of authorised duties, provided that such actions were performed with due care and in compliance with the Customer’s instructions.
12 FORCE MAJEURE
The Company shall not be held liable for any delay, suspension, interruption, alteration or failure in performance of the transportation services to the extent caused by circumstances beyond its reasonable control, including but not limited to natural calamities, extreme weather conditions, floods, earthquakes, accidents, road blockages, traffic restrictions, vehicle breakdowns, railway or airline delays or cancellations, strikes, riots, civil disturbances, government or regulatory restrictions, epidemics, emergencies, acts of God or any other unforeseen circumstances affecting the safe or lawful transportation of the Pet. In such circumstances, the Company shall take reasonable steps to safeguard the Pet and, where practicable, inform the Customer and make suitable alternative or rescheduling arrangements, subject to operational feasibility and applicable charges.
13 CONFIDENTIALITY
The Company shall maintain the confidentiality of all personal, pet- related, medical, veterinary, travel, identification, contact and other information or documents provided by the Customer in connection with the transportation or relocation of the Pet. Such information shall be accessed and used only to the extent reasonably necessary for providing the services, complying with applicable legal or regulatory requirements, coordinating with airlines, railways, veterinary professionals, customs authorities or other service providers, or addressing any emergency relating to the Pet. The Company shall take reasonable measures to prevent unauthorised disclosure, use or access to such information, except where disclosure is required by law, by a competent authority, or is necessary for the proper performance of the transportation services.
14 SEVERABILITY
14.1 Each paragraph of this agreement shall be and remain separate from and independent of and severable from all and any other paragraphs herein
except where otherwise indicated by the context of the agreement. The decision or declaration that one or more of the paragraphs are null and void shall have no effect on the remaining paragraphs of this agreement.
14.2 If any provision of this Policy is held to be invalid, illegal or unenforceable, whether wholly or partially, by any court, tribunal or competent authority, such provision shall, to the extent of such invalidity, illegality or unenforceability, be deemed severed from this Policy, and the remaining provisions shall continue to remain valid, binding and enforceable to the fullest extent permitted by law. The invalidity or unenforceability of any particular provision shall not affect the validity or enforceability of the remaining provisions of this Policy.
15 DISPUTE RESOLUTION
15.1 Any dispute, difference or claim arising out of or in connection with the transportation services, this Policy or the engagement between the Company and the Customer shall, in the first instance, be communicated to the Company and the parties shall endeavour to resolve the same amicably through mutual discussion.
15.2 In the event that the dispute cannot be resolved amicably, either party shall be entitled to pursue such remedies as may be available under applicable law. Subject to applicable law, the courts at New Delhi shall have the exclusive jurisdiction over all disputes arising out of or in connection with the services provided by the Company or this Policy.
16 DECLARATION AND EFFECTIVE DATE
16.1 This Policy shall come into force with effect from the date of its adoption i.e. 01/07/2025 by M/s Pet Movers Pvt. Ltd. and shall remain applicable to all pet transportation and relocation assignments undertaken by the Company thereafter. The Company shall communicate the applicable provisions of this Policy to its employees, pet handlers, drivers, representatives, agents and other persons engaged in the provision of pet transportation services and shall take reasonable measures to ensure compliance with the standards and responsibilities prescribed herein. This Policy may be reviewed, amended or updated by the Company from time to time to reflect changes in applicable law, regulatory requirements, transportation practices or operational requirements. In the event of any inconsistency between this Policy and any mandatory provision of applicable law, the applicable law shall prevail.
16.2 This Policy has been drafted and approved by Dwarika Legal, a law firm based in New Delhi, under the guidance and supervision of Adv. Akshita Agrawal [Contact: +91 9599722908], for and on behalf of M/s Pet Movers Pvt. Ltd. This Policy has been prepared with due consideration to the applicable legal, regulatory and animal welfare requirements governing pet transportation and is intended to provide a structured framework for the Company’s operations, subject to applicable law and regulatory requirements.
The Company hereby undertakes to comply with and implement the provisions of this Pet Transportation, Animal Welfare & Safety Policy in good faith and to take all reasonable measures to ensure the safe, humane, dignified and responsible transportation and handling of every Pet entrusted to its care. The Company further undertakes to ensure that its directors, employees, pet handlers, drivers, agents, representatives and other persons engaged in providing its services are made aware of and comply with the applicable requirements of this Policy and the relevant provisions of law. The Company shall endeavour to continuously maintain appropriate standards of animal welfare, safety, transparency and accountability in the delivery of its pet transportation services.
Safe Transportation and Handling of Pets & Companion Animals
Standard Operating Procedures for booking, handling, transport, emergencies and delivery
This SOP is made by M/S Pet Movers Private Limited (herein after referred to as ‘the Company’), intended to establish a uniform and comprehensive procedure for the safe, humane and responsible transportation of pets and companion animals, ensuring their welfare and protection at every stage of the transportation process. It sets out standard procedures for the receiving, handling, loading, transportation, monitoring and delivery of animals, seeks to minimize foreseeable risks to their health, safety and comfort, ensures proper documentation and communication with the Pet Owner, and provides a clear and structured mechanism for responding to emergencies, incidents or other unforeseen circumstances arising during transportation.
2.1 This SOP applies to company employees, drivers, animal handlers, pet attendant, transport coordinators, managers, customers, third-party transport personnel and any person involved in the transportation or custody of an animal on behalf of the company.
2.2 It applies from the time of booking of the transportation services of the Company to handing over the Pet to the handler of the Company or its authorized representative until delivery to the Pet Owner or their authorized recipient.
3.1 Before accepting a booking, the Company shall obtain and record the following details:
3.2 Before accepting or commencing transportation, the Company shall assess, based on the information provided by the Customer and the circumstances known to it, whether the animal appears reasonably fit and suitable to undertake the proposed journey safely. Particular caution shall be exercised where the animal:
3.3 Where the Company has reasonable doubt regarding the animal’s fitness or ability to travel safely, it may refuse, defer or postpone the transportation and may require appropriate veterinary clearance before accepting or commencing the journey. The Customer understands that the Company is a pet transportation service provider and that its personnel are not a substitute for veterinary care or medical supervision.
4.1 Upon completion of the pre-booking assessment and satisfaction of the applicable requirements, the Company shall confirm the transportation booking with the Customer.
4.2 The booking shall be confirmed only upon receipt of 50% of the total agreed charges as an advance booking amount, in accordance with the Payment Terms prescribed under the Company’s Policy, and upon completion of all applicable documentation and formalities, unless otherwise agreed in writing by the Company. No booking shall be deemed confirmed or treated as final unless and until the prescribed advance booking amount has been duly received by the Company.
4.3 Any subsequent change in the Pet’s health or condition, journey details, collection or destination address, date or time, mode of transportation, or any other material circumstance shall be promptly communicated to the Company and may be subject to reassessment, additional charges, revised arrangements, modification or cancellation of the booking.
4.4 By making payment of advance booking amount, the Customer/Pet Owner shall be deemed to have confirmed and represented that all information and declarations provided to the Company regarding the Pet are true and accurate to the best of their knowledge and belief, and that no material fact relevant to the Pet’s safe transportation has been knowingly withheld or concealed. Such confirmation shall not absolve or limit the Company’s obligation to exercise reasonable care and diligence in the handling, custody and transportation of the Pet.
5.1 Prior to departure, the Company shall ensure that the vehicle and all equipment required for transportation are inspected and found suitable for the journey. The inspection shall include checking the tires, brakes, lights, mirrors, fuel/charge level and required vehicle documents in case of transportation via road, as well as examining the animal compartment for cleanliness, adequate ventilation, temperature suitability, sharp edges and possible escape points, in case of transportation via railways. All crates/carriers shall be properly secured to prevent movement during transit. The vehicle shall carry adequate drinking water, feeding supplies, cleaning materials, waste bags, basic first-aid supplies and relevant emergency contact details, and communication/GPS systems, wherever used, shall be checked for proper functioning. The completion of the pre-departure inspection shall be recorded and maintained as part of the transportation records.
5.2 Immediately before handover and commencement of transportation, the Company through its authorised representative or Pet handler, shall conduct a basic visual assessment of the Pet including but not limited to general appearance, alertness, ability to stand/walk, breathing, visible injuries, vomiting/diarrhea, bleeding, abnormal behavior and signs of distress.and record its general physical condition, alertness and responsiveness, ability to stand or walk, breathing, any visible injuries or wounds, vomiting or diarrhoea, bleeding or discharge, abnormal behaviour, and any visible signs of pain, anxiety, distress or discomfort. The observed condition of the Pet shall be recorded in the photo and video format at the time of handover for the purpose of documenting its pre-transport condition.
5.3 If, at the time of handover, the Pet is found to be exhibiting aggressive or dangerous behaviour, or any medical or other condition which was not disclosed by the Customer/Pet Owner at the time of booking and which, in the reasonable assessment of the Company, may compromise the safe transportation of the Pet, the safety of the Company’s personnel or any third party, the booking shall be liable to be cancelled in accordance with the Termination Clause of the Company’s Policy.
6.1 The Customer/Pet Owner shall provide the following items, as applicable, prior to commencement of transportation:
6.2 The Company’s handler shall verify the Pet’s identity, booking details, Customer’s contact information, required documents and prescribed medication, and shall inspect the carrier/crate and note any pre-existing injury, abnormality or visible medical condition and report the same to the Company immediately at the time of handover. The date and time of handover shall be recorded, and the Customer shall be provided with the Pet handler’s contact information, valid ID proof, booking ticket of handler along with designated emergency contact number and the estimated transportation time.
7.1 The Pet shall be loaded into the designated vehicle, crate, carrier or compartment only after completion of the pre-transport assessment and verification of the required documents and equipment. The Pet handled must use a carrier appropriate to the animal’s size and species, strong, secure, adequately ventilated, clean, free from sharp edges and suitable for the anticipated journey.
7.2 The handler shall ensure that the Pet is loaded calmly and with due care, taking into account its species, size, breed, health and temperament. The Pet shall not be subjected to shouting, beating, kicking, dragging, unnecessary force or any handling likely to cause pain, injury, fear or distress. The handler shall ensure that the carrier is properly secured, ventilation is unobstructed, and the Pet is protected from excessive heat, cold and direct sunlight, with appropriate separation where contact with other animals may create a safety or welfare risk. Aggressive or highly distressed Pets shall be handled only by appropriately trained personnel.
7.3 Before loading, the handler shall ensure that the crate, carrier, harness or other restraint is suitable for the Pet, properly secured and adequately ventilated. The carrier shall be positioned and secured to prevent falling or sliding, and no luggage or other object shall be placed in a manner that may crush, obstruct or otherwise compromise the carrier or the Pet’s safety.
7.4 After loading, the handler shall verify that the Pet is safely secured, that there are no immediate escape points or hazards, and that essential items such as water and prescribed medication, where applicable, are appropriately available. The completion of loading shall be recorded as part of the transportation records.
8.1 The Pet shall be monitored at appropriate intervals, with adequate ventilation and temperature control maintained throughout the journey. The carrier shall remain secured and unauthorized handling of the Pet shall not be permitted.
8.2 Food and water requirements shall be determined having regard to the Pet’s species, age, health, journey duration, veterinary instructions and individual needs. The Pet shall be provided food at approximately 6–8 hour intervals, subject to its individual requirements. The Company shall follow the Customer’s or veterinarian’s feeding instructions where reasonably practicable and avoid unnecessary overfeeding immediately before transportation where this may increase the risk of vomiting or motion sickness.
8.3 For road transportation, the Pet shall be taken out for urination and defecation at approximately 2–3 hour intervals, wherever reasonably practicable and safe. During railway transportation, the attendant shall attend to the Pet’s urination and defecation during suitable train halts, ordinarily within the available 5–10 minute stoppage at a station, wherever permitted and safe. In case of air transportation, the Pet shall be provided an appropriate opportunity for urination and defecation before boarding and after completion of the journey, subject to airport, airline and security requirements.
8.4 Any change in the planned route, destination or transportation arrangement shall be communicated to and, wherever applicable, approved, consented to or specifically requested by the Customer/Pet Owner before implementation. Any additional charges, expenses or costs arising from such route change, including additional distance, tolls, permits, waiting time or other incidental expenses, shall be payable by the Customer/Pet Owner, and shall be duly recorded.
8.5 The Company, its drivers and handlers shall not administer any medication, sedative or tranquiliser to a Pet. In the event of an emergency or medical concern requiring intervention, the Pet shall be taken to a veterinarian, and any medication or treatment shall be administered only by the veterinarian after obtaining the Customer/Pet Owner’s consent, wherever reasonably practicable.
8.6 The handler shall remain vigilant for signs of medical or behavioural distress, including difficulty in breathing, excessive panting, collapse, loss of consciousness, seizures, excessive vomiting, bleeding, severe weakness, abnormal posture, extreme agitation or unresponsiveness. Any significant change in the Pet’s condition shall be immediately reported to the Company and communicated to the Customer/Pet Owner, and appropriate veterinary assistance shall be sought where reasonably necessary.
9.1 The Pet shall be delivered only to the Customer/Pet Owner or the authorized recipient whose details have been provided and verified by the Company. The handler shall reasonably verify the identity of the recipient before handing over the Pet and shall obtain confirmation of receipt.
9.2 The Customer shall pay the balance 50% of the total agreed transportation charges at the time of delivery of the Pet. The Pet shall not be released or handed over to the Customer/Pet Owner or authorized recipient until the outstanding balance has been received by the Company in full, unless otherwise expressly agreed in writing by the Company.
9.3 The date, time and location of delivery, identity of the recipient, condition of the Pet at handover and any material observations or incidents shall be recorded in the Delivery and Handover Record. Wherever practicable, acknowledgement of delivery may be obtained through signature, electronic confirmation, photograph, video or other appropriate means.
9.4 Where the Customer/Pet Owner or authorized recipient is unavailable at the agreed delivery location or time, the Company shall make reasonable efforts to contact the concerned person and secure the Pet pending further instructions. Any additional waiting, boarding, accommodation, transportation or other reasonable expenses arising from such unavailability shall be borne by the Customer/Pet Owner, as applicable.
10.1 In the event of any medical emergency, injury, accident or significant deterioration in the Pet’s condition during transportation, the driver/handler shall take immediate reasonable steps to secure the Pet and arrange veterinary assistance at the nearest suitable veterinary facility. The Company and the Customer/Pet Owner or emergency contact shall be informed as soon as reasonably practicable, and the nearest appropriate veterinary facility shall be contacted for veterinary assistance where reasonably required. The time, location, observed symptoms or condition, actions taken, persons contacted, veterinary advice received and the subsequent condition of the Pet shall be duly recorded.
10.2 In the event of an accident, vehicle breakdown or any other incident affecting the safe continuation of transportation, the handler shall first ensure personal safety and take reasonable steps to protect the Pet from further danger. The Pet shall not be removed from its crate, carrier or secured area unless such removal is reasonably necessary for its immediate safety. The Company shall be informed at the earliest practicable opportunity, and veterinary assistance shall be obtained where reasonably required. Where practicable, the Company shall arrange a suitable replacement vehicle or alternative transportation to safely continue the journey and shall inform the Customer/Pet Owner as soon as reasonably practicable. All relevant details of the incident shall be recorded, and photographs, videos, GPS/location information, communications and other relevant evidence shall be kept in records of the Company.
10.3 Any medication or treatment, if required, shall be administered only by a qualified veterinarian after obtaining the Customer/Pet Owner’s consent, wherever reasonably practicable. No medication, sedative or other medical treatment shall be administered by the Company or its personnel. Any veterinary or emergency expenses incurred for the Pet shall be borne by the Customer/Pet Owner, unless otherwise agreed in writing or where liability is otherwise imposed upon the Company under applicable law.
10.4 In the event of escape or loss of a Pet during transportation or while in the Company’s custody, the driver/handler shall stop safely, immediately inform the Company and the Customer/Pet Owner or emergency contact, and secure the immediate area wherever reasonably practicable. The Company shall make reasonable efforts to locate and safely recover the Pet and, where appropriate, contact the local authorities, animal welfare organizations or other relevant persons for assistance. All actions shall be undertaken with due regard to the safety of the employees, the public and the Pet, and no employee or representative shall take any dangerous or disproportionate action that may place themselves or others at serious risk.
11.1 In the unfortunate event of the death of a Pet during transportation or while in the custody of the Company, the driver/handler shall immediately stop the journey at a safe location, secure the Pet and the surrounding area, and inform the Company and the Customer/Pet Owner or emergency contact as soon as reasonably practicable.
11.2 The Company shall, where reasonably required, arrange for examination by a qualified veterinarian to confirm the condition of the Pet and, where appropriate, ascertain the apparent cause of death. The Pet shall be handled with due care and dignity, and no unauthorised person shall disturb, dispose of or remove the Pet without appropriate instructions from the Company, veterinarian or competent authority.
11.3 All relevant details, including the date, time, location, circumstances, observed condition, persons present or contacted, veterinary assessment and actions taken, shall be recorded in an incident report. Relevant photographs, videos, GPS/location information, communications, veterinary records and other available evidence shall be preserved.
11.4 Where the death of the Pet is established to have resulted from the Pet Owner’s decision to proceed with a mode, route or manner of transportation contrary to the Company’s specific advice or warning, the Customer/Pet Owner shall not attribute such death or any resulting loss to the Company, its employees, drivers, attendants, handlers, agents or representatives, provided that the relevant advice and associated risks were duly communicated to the Customer/Pet Owner. The Pet Owner shall not make or initiate any knowingly false, frivolous or malicious allegation, complaint or proceeding against the Company or its representatives in respect of such circumstances, without prejudice to any genuine legal remedy available under applicable law.
11.5 The Company shall, to the extent reasonably practicable, cooperate in arranging and facilitating the safe and dignified transfer of the deceased Pet’s body to the Customer/Pet Owner or an authorized representative. In such circumstances, the Company shall waive and not seek recovery of the balance transportation amount otherwise payable by the Customer, without prejudice to any other rights or obligations arising under applicable law or the circumstances of the incident.
All employees, drivers, animal handlers, transport coordinators, managers, contractors and other persons involved in animal transportation shall be appropriately instructed and trained in safe animal handling, animal behavior, use of crates/carriers and restraints, vehicle safety, emergency procedures, recognition of signs of distress, basic first-response measures, hygiene and sanitation, documentation and incident reporting. No person who has not received appropriate instruction shall independently handle an animal requiring specialized handling or care.
After completion of every journey, the Company shall ensure that carriers, vehicles and other areas or equipment used for transportation of animals are appropriately cleaned and sanitized. Bodily fluids and animal waste shall be removed safely, waste shall be disposed of appropriately, and equipment shall be disinfected wherever necessary to maintain hygiene and minimize the risk of cross-contamination.
No employee, contractor, driver, handler or other person acting on behalf of the Company shall beat, kick, abuse, intentionally frighten or provoke an animal, use unnecessary force, leave an animal unattended in dangerous environmental conditions, place heavy objects on or against a carrier, drive recklessly, administer unauthorized medication, misrepresent the condition of an animal, falsify or manipulate records, or conceal any accident, injury, escape, illness or death involving an animal.
The Company and its personnel shall maintain clear and timely communication with the Customer/Pet Owner throughout the transportation assignment. Material events, including significant delays, emergency route changes, medical concerns, veterinary intervention, accidents, escape, illness or death of the Pet, shall be communicated to the Customer/Pet Owner as soon as reasonably practicable. Wherever practicable, such communications shall be recorded through the Company’s designated communication system. Records relating to any serious incident, complaint, injury or death shall be preserved for as long as the matter remains under investigation, review or dispute and in accordance with applicable law and the Company’s record-retention requirements.
The Company shall be responsible for implementing this SOP, providing appropriate equipment and resources, ensuring staff training, maintaining emergency contacts, reviewing incidents and monitoring compliance. The Driver shall be responsible for safe driving, securing the Pet’s carrier or restraint, monitoring relevant environmental conditions and promptly reporting incidents. The Animal Handler shall be responsible for safe handling, pre-transport checks, monitoring the Pet and recording material observations. He shall verify booking information, maintain communication with the Customer/Pet Owner, coordinate emergency responses, maintain journey records and promptly escalate material incidents to the Company.
This SOP shall be reviewed periodically and following any serious incident, material change in applicable law or regulations, introduction of a new transportation method, identification of a recurring safety or welfare concern, or where the Company considers an amendment necessary. All amendments shall be appropriately documented, approved and communicated to the relevant personnel before or upon implementation.
Where personnel are uncertain whether a proposed action is safe or legally permissible, the journey shall be paused where reasonably practicable and escalated to the designated Operations/Compliance or veterinary contact. No commercial deadline shall override an immediate animal-welfare or safety concern.
This SOP shall constitute the standard operational framework governing the transportation, handling, care, monitoring and delivery of Pets entrusted to M/s Pet Movers Pvt. Ltd. The Company shall implement this SOP in good faith and shall take all reasonable measures to ensure that every Pet is transported in a safe, humane, dignified and responsible manner, in accordance with applicable law, regulatory requirements and the Company’s Pet Transportation, Animal Welfare & Safety Policy. All personnel engaged in the Company’s operations shall be required to comply with the procedures and responsibilities prescribed herein, and any material deviation, incident or concern shall be appropriately reported, documented and addressed. This SOP shall be reviewed and updated from time to time to reflect changes in law, regulatory requirements, operational practices or identified safety and welfare considerations. In the event of any inconsistency between this SOP and any mandatory provision of applicable law, the applicable law shall prevail.
We may update Our Pet Transportation Policy & SOP from time to time. We will notify You of any changes by posting the new Privacy Policy on this page.
You are advised to review this Privacy Policy periodically for any changes. Changes to this Pet Transportation Policy & SOP are effective when they are posted on this page.
If you have any questions about this Pet Transportation Policy & SOP, You can contact us: