1.0 Service Level Terms and Conditions

1. "We", "Our", and "us" means Virgin Atlantic Cargo.
2. In the event of a conflict or inconsistency between the provisions of this Service Level Terms and Conditions and  Our general conditions of carriage, the provisions of the general conditions of carriage shall prevail.

1.1 Money-Back Guarantee

1.1.1 Our 100% money-back guarantee is only valid for:

1. Priority and Express service levels (with exception of our Courier product).
2. Shipments not moved due to fault within Virgin Atlantic Cargo’s control at an online station (e.g. offloads).
3. For the VS flight portion only.
4. The freight rate only. This does not include handling charges or any active lease charges for active containers.

1.1.2 Shipments are not valid for events outside of VS control, including but not limited to:

1. Shipment snags;
2. Custom delays;
3. Deliveries past close out;
4. Screening issues;
5. Flight cancellations.
6. Trucking delays; and 
7. Shipments that exceed maximum parameters of the selected product and service level

1.1.3 In event of flight cancellations, shipment will move with highest priority on to the next available VS flight.

1.1.4 Shipments that exceed maximum parameters of the selected product and service level:

1. Customers need to notify VS no later than 7 calendar days after the booked flight date to be eligible for the money-back guarantee;
2. Money back only applies to the freight rate. This does not include handling charges or any lease charges for active containers; and
3. Guaranteed for flight portion only.

1.2 Temperature Control / Packaging / AWB Notes

1.2.1 Temperature control capabilities vary across our network. Information regarding availability can be found on our station
         profiles. 

1. We will provide temperature control where possible. Where temperature-controlled facilities are available access will be on a first-come first-serve basis;
2. Shipments must be packaged appropriately for short periods of exposure;
3. By booking a temperature-controlled service, you acknowledge that it is the forwarders and/ or shipper’s responsibility to package the shipment appropriately to protect the goods against short periods of exposure during transfer to / from aircraft and during the loading / unloading procedures; and Aircraft holds are not temperature-controlled and therefore cannot be guaranteed.

1.2.2 Temperature ranges must be stipulated on the AWB along with the IATA standard SHC (e.g. CRT / COL).

1. Temperature range comments should read “best kept at” or “please store between”;
2. Only one temperature range is allowed per AWB;
3. This temperature range needs to be a defined temperature range by IATA, such as +15°C to +25°C (CRT);
4. Temperature ranges must use the appropriate + or – signs; and
5. Temperature ranges must be in °C.

1.2.3 IATA Time and Temperature Sensitive labels must be used for any temperature-sensitive pharma shipments and must reflect the same temperature range stated on the AWB.

1.2.4 Temperature control requirements must be requested at time of booking.

1.2.5 All goods and documentation must comply with the latest IATA Perishable Cargo Regulations and Temperature Control Regulations.

1.3 Active and Passive Containers

1.3.1 Envirotainer

Express Orders

1. For any lease requests placed ≤ 3 business days prior to start of lease date, an Express Order fee will apply.

Changes and Cancellations ≥ 4 days before container release date

1. Changes to an order four (4) or more calendar days prior to the planned start of lease date are subject to a Change Order fee. Changes include, but are not limited to:

i. Increase or decrease to number of containers;

ii. Change in container type; and

iii. Cancellation.

Changes and Cancellations ≤ 3 days before container release date

1. Changes to an order three (3) or fewer calendar days prior to the planned start of lease date are subject to the following fees:

i. Increase in number of containers is treated as an Express Order and is subject to the Express Order fee;

ii. Decrease in number of containers is treated as a Cancellation and is subject to the Cancellation fee;

iii. Change in container type is considered an increase/decrease in number of containers ordered is subject to a change order fee;

iv. Change of return airport is subject to a Change Order fee; and

v. Cancellation is subject to a Cancellation fee.

Additional days

1. Any containers that are not returned to the agreed location within the allocated lease length will be subject to an additional day charge.

Delivery and collection

1. Leases requiring delivery or collection will be subject to an additional fee.

1.3.2 CSafe

Express orders

1. For any lease requests placed ≤ 2 business days prior to start of lease date, an Express Order fee will apply.

Changes to orders

1. Changes to an order > 2 calendar days prior to the planned start of lease date are subject to a Change Order fee.
2. Changes to an order ≤ 2 calendar days prior to the planned start of lease date are subject to a Cancellation fee.
   1. Changes include, but are not limited to:

i. Increase or decrease to number of containers;

ii. Change in container type; and

iii. Change in lease dates.

Cancelations

1. Orders cancelled ≤ 5 days before start of lease date will be subject to a Cancellation fee.

Additional days

1. Any containers that are not returned to the agreed location within the allocated lease length will be subject to an additional day charge.

Delivery and collection

1. Leases requiring delivery or collection will be subject to an additional fee

1.3.3 SkyCell

Express Orders

1. For any lease requests placed ≤ 3 business days prior to start of lease date, an Express Order fee will apply.

Changes and cancellations

1. Cancellation fees will be applied to changes or cancellations made ≤ 4 days prior to start of lease date.
2. The original order may be postponed or changed once without charge. All other changes or cancellations to the original order are subject to a Cancellation fee.
3. Changes include, but are not limited to:

i. Increase or decrease to number of containers;

ii. Change in container type;

iii. Change in lease dates; and iv. Cancellation.

Additional days

1. Any containers that are not returned to the agreed location within the allocated lease length will be subject to an additional day charge.

Delivery / collection

1. Leases requiring delivery or collection will be subject to an additional fee.

1.3.4 Va-Q-Tec

Express Orders

1. For any lease requests placed ≤ 2 business days prior to start of lease date, an Express Order fee will apply.

Cancellation and Changes ≥ 3 business days before container release date

1. Changes to the original order three (3) or more business days prior to the release from a release station are subject to a Change Order fee per order.
2. Changes subject to a Change Order fee include, but are not limited to:

i. Decrease in number of containers ordered;

ii. Change in container size;

iii. Change in temperature range;

iv. Change in origin;

v. Change in delivery requirements (e.g. original order “delivery not required”, changed to “delivery required”); and

vi. The first postponement to the original order.

        c. Changes subject to a Cancellation fee:

i. A second change to the order.

Cancelations and changes ≤ 2 business days before container release date

1. All changes to the order two (2) or fewer business days prior to the release from a release station are subject to an Express Order or Cancellation fee.
2. Subject to Express Order fee (per container):

i. Increase in number of containers (one Express Order fee per additional Container);

ii. Change in container size;

iii. Change in temperature range;

iv. Change in origin;

v. Change in delivery requirements (e.g. original order delivery not required changed to delivery now required); and

vi. The first postponement to the original order.

c. Subject to Cancellation fee (per container):

  i. A second change to a previously changed order will be considered a cancellation and consequently a new order number will be issued

ii. Decrease in number of container/s

iii. Cancellation

Additional days

1. Any containers that are not returned to the agreed location within the allocated lease length will be subject to an additional day charge.

Delivery / collection

1. Leases requiring delivery or collection will be subject to an additional fee.

1.4 Close Out & Recovery Times

1. Close out times will vary by station, product, service level and nature of goods Please check the station information page for more details.
   1. Shipments received after the close out time will be rebooked onto the next available flight.
2. Recovery times will vary by station and product, please check the station information page.
   1. Storage fees may apply.

1.5 Dangerous Goods and AWB Notes

1. Dry ice is accepted on our flights where the net weight does not exceed our aircraft limitations.
2. DGR (dangerous goods) are accepted across select products and service levels to our direct destinations. The net weight of the hazardous content must be stated at the time of booking. Dangerous goods are accepted to our online stations and select onforwarding stations. Please check with us at time of booking for any onforwarding restrictions where a trucking sector is involved.
3. When booking dangerous goods online, the relevant IATA standard DG IMP code must be added to the booking.

i. If shipments have not had the relevant IATA IMP code added, the goods may be delayed or refused

ii. Dangerous goods shipments must follow IATA Dangerous Goods Regulations.

1.6 Valuable Handling

1. A security escort charge will be applied to all valuable shipments. Charges will vary depending on route, please check at time of booking for confirmation.
2. No consignment having a declared value will be accepted for carriage unless a special arrangement has been made in advance between the shipper and Virgin Atlantic Cargo.
   1. For any shipments with a declared value, you must contact the claims department cargo.claims@fly.virgin.com before carriage to confirm the additional valuation charge.
3. Secure facilities vary by station. If a vault is not available at the station, efforts will be made to ensure the goods are stored in a cage lock up. Please check our station information for more details.
4. Where goods are able to be stored within an AKE, they will be locked in a lockable ULD.
5. Goods that do not fit into an AKE will be loaded onto the next suitable ULD however, this may not be lockable.
6. Where shipments are not delivered on a dedicated ULD, or a request is not made at time of booking for a dedicated unit, the goods may be co-loaded with other dry-cargo.

1.7 Vulnerable Handling

1. It is the Freight Forwarders and /or Shipper’s responsibility to ensure the goods are suitable packaged for transportation.
2. Capabilities vary by station and a secure facility may not always be made available.
   1. Efforts to be made to ensure goods are stored under CCTV at all times within the warehouse.
3. Where shipments are not delivered on a dedicated ULD, the goods may be co-loaded with other dry-cargo.

1.8 Piece Weight Restrictions

1. Shipments booked under the Express service level must not exceed the specified shipment parameters. Parameters may vary depending on product.
2. Any shipments that exceed the stated shipment parameters may be refused and will not be eligible for Money-Back Guarantee.
3. Shipments may be liable to a weight/volume check on acceptance and charges may be levied. Virgin Atlantic Cargo shall not be held responsible for any delays caused as a result.

1.9 Network Restrictions

1. Capabilities vary by station. Efforts will be made to store goods in the most suitable place if the required facilities is not available. As a forwarder, you acknowledge it is your responsibility to ensure the goods are suitable packaged.

1.10 Devices

1. The device must be on our approved list and declared at time of booking. Customers must check that the device has been approved for carriage and is compatible with the aircraft type it will be travelling on;
2. The device manufacturer, model type and serial number of any devices sent must be declared on the AWB;
3. Active tracking devices must be IATA compliant. Packaging, labelling and AWB declaration must adhere to IATA Regulations;
4. If a consignment contains more than 2 devices or more than 1 device with an extended battery, then the packaging must have a Lithium Battery mark;
5. The device must be handled according to the manufacturer’s instructions;
6. Only the correct, manufacturer-approved battery types can be used in the devices;
7. When not in use, devices must be stored in a dry, secure location and kept in an organised manner to reduce risk of damage;
8. Devices must not be exposed to water;
9. Devices must be visually inspected before use and have a functionality check performed prior to packing; and
10. Devices must be attached securely and held within a rigid container.

1.11 Liability

1. Please refer to our general conditions of carriage.