These Terms and Conditions (“Terms”) govern the use of the pet transportation support services (“Services”) provided by PawBridge (“we,” “us,” or “our”). By using the Services, you (“Customer”) are deemed to have agreed to these Terms.

1. Scope of Services

The Services include the preparation of documentation, assistance with governmental procedures, development of travel schedules, communication with relevant authorities, and other administrative support related to pet transportation between Japan and Australia.
Actual transportation services are carried out by third-party carriers with whom we cooperate.

Booking of veterinary clinics in Japan, as well as any medical examinations, treatments, or tests, must be arranged by the Customer and are the sole responsibility of the Customer.

2. Eligibility and Requirements for Application

The Services are available only for pets that meet the import and export requirements of the relevant authorities in Japan and Australia.

Customers must submit all required documentation by the deadlines specified by us. We are not liable for any failure or delay in import/export procedures arising from missing, incomplete, or incorrect documentation provided by the Customer. Additional costs may be incurred as a result of such issues.

3. Application and Contract Formation

A contract is deemed to be formed upon submission of the application form by the Customer and our acceptance thereof. The Services will formally commence upon receipt of the initial payment.

If any false statements, intentional omissions, or forged documents are found in the Customer's application, we may suspend the Services and terminate the contract. We shall not be liable for any loss or additional expenses arising from such termination.

4. Handling of Personal Information

We collect and use personal information (including names, addresses, telephone numbers, and email addresses) of shippers and consignees solely for the purpose of performing procedures related to pet export and import.
Such information may be used for dealings with transportation partners and for submissions to relevant authorities in Japan and Australia.

We do not disclose or provide personal information to third parties except where required by law or where necessary for the execution of tasks by transportation companies or related institutions. In such cases, we will ensure that appropriate measures for data protection are in place with the receiving party.

5. Fees and Payments

Fees will generally be invoiced in two stages, including any additional charges that may arise.

First Invoice:
The first invoice will be based on the quotation and will include the service fee for handling procedures, any fees payable to relevant authorities, and charges for any applicable optional services. Services formally begin upon receipt of payment. Depending on the nature of optional services, some fees may instead be included in the second invoice. The invoice will be issued after submission of the application form.

Second Invoice:
Covers actual expenses incurred after service commencement, including costs temporarily paid by us on behalf of the Customer. Additional optional services requested during the service period will also be included.
This invoice will be issued after the completion of the quarantine period in Australia.

6. Payment Methods

Invoices are issued through our designated billing system. Payments may be made using the following methods:

• Credit / Debit Cards (Visa, Mastercard, American Express, JCB, Diners Club)

• Other payment services (PayPal, Google Pay, Apple Pay, Link by Stripe, Klarna)
  

Please note:

• International transaction or currency conversion fees may be charged depending on your card provider or payment method.

• Fees are generally charged in Australian Dollars (AUD). Final amounts in Japanese Yen may vary depending on the exchange rate at the time of payment.

7. Changes and Cancellations

If the Customer requests changes after service commencement, additional charges may apply depending on the nature of the change and the progress of the procedures.

In the event of cancellation, refunds for fees payable to relevant authorities may be possible depending on the timing of cancellation and the policies of those authorities.
Our service fees are generally non-refundable; however, we may assess special circumstances on a case-by-case basis.

8. Disclaimer

We assume no responsibility for damages arising from causes beyond our control, including but not limited to transportation accidents, weather conditions, delays by airlines or cooperating carriers, actions taken by quarantine facilities, or regulatory changes in any country.

We also assume no responsibility for changes in the pet’s health condition, unexpected illness, exacerbation of chronic conditions, injury, or death. Customers are strongly advised to consult with a veterinarian before proceeding with the Services.

Additionally, we are not liable for any issues resulting from omissions, errors, false statements, or delays caused by the Customer.

9. Amendments to the Terms

These Terms may be amended without prior notice due to legal updates or operational requirements. Customers will be notified of material changes via email or other appropriate methods.
Where changes significantly affect the Customer, we will make reasonable efforts to provide advance notice or contact the Customer individually.

Revised on November 1, 2025