Terms & Conditions

Terms and Conditions - DrVet Animal Hospital

Last Updated: July 16, 2025
Effective Date: July 16, 2025

1. Agreement to Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and DrVet Animal Hospital ("DrVet", "we", "us", or "our"), a veterinary service provider registered in Abu Dhabi, United Arab Emirates, concerning your access to and use of the DrVet Animal Hospital mobile application ("App") and related services.

By downloading, installing, or using our App, you agree to be bound by these Terms. If you disagree with any part of these Terms, you must not use our App.

These Terms comply with:

  • UAE Federal Law No. 5 of 1985 on Civil Transactions Law
  • UAE Federal Law No. 15 of 2020 on Consumer Protection
  • UAE Federal Law No. 34 of 2021 on Combating Rumors and Cybercrimes
  • Relevant Abu Dhabi local regulations

2. Definitions

  • Services: Veterinary care, grooming, boarding, training, walking, daycare, pet taxi, physiotherapy, and other pet-related services offered through the App
  • Booking: A scheduled appointment for Services
  • Pet Parent: A User who owns or is responsible for a pet
  • Service Provider: Veterinarians, groomers, trainers, and other professionals providing Services
  • Content: Text, images, videos, reviews, and other materials posted on the App

3. Eligibility

To use our App, you must:

  • Be at least 18 years old
  • Have the legal capacity to enter into binding contracts under UAE law
  • Reside in the United Arab Emirates
  • Provide accurate and complete registration information
  • Have a valid UAE mobile number and email address

4. Account Registration

4.1 Account Creation

  • You must create an account to access our Services
  • You agree to provide accurate, current, and complete information
  • You are responsible for maintaining the confidentiality of your account credentials
  • You must notify us immediately of any unauthorized account use

4.2 Account Termination

We reserve the right to suspend or terminate accounts that:

  • Violate these Terms
  • Provide false information
  • Engage in fraudulent activities
  • Abuse our Services or staff

5. Services

5.1 Service Booking

  • All bookings are subject to availability
  • You must provide accurate pet information for safety and appropriate care
  • Bookings must be made at least 24 hours in advance (emergency services excluded)
  • You agree to bring your pet on time for scheduled appointments

5.2 Service Standards

  • We maintain high standards of veterinary care in accordance with UAE veterinary regulations
  • All Service Providers are licensed and qualified professionals
  • We reserve the right to refuse service if a pet poses a safety risk

5.3 Emergency Services

  • Emergency services are available during specified hours
  • Additional charges apply for emergency services
  • We cannot guarantee immediate availability for emergencies

6. Pricing and Payment

6.1 Pricing

  • All prices are displayed in UAE Dirhams (AED)
  • Prices include applicable VAT as per UAE tax regulations
  • We reserve the right to modify prices with reasonable notice
  • Promotional prices are valid for specified periods only

6.2 Payment Methods

Accepted payment methods include:

  • Credit/Debit cards
  • Digital wallets
  • Bank transfers
  • Cash (at physical location only)

6.3 Payment Terms

  • Payment is required at the time of service or as agreed
  • For boarding services, full payment is required upfront
  • Late payment may result in service suspension
  • All payments are processed through secure, PCI-compliant gateways

6.4 Refunds and Cancellations

  • Cancellations made 24+ hours in advance: Full refund
  • Cancellations made 12-24 hours in advance: 50% refund
  • Cancellations made less than 12 hours in advance: No refund
  • No-shows forfeit the full payment
  • Refunds for medical services are subject to individual assessment

7. User Responsibilities

You agree to:

  • Provide accurate and complete pet health information
  • Keep pet vaccinations up to date
  • Inform us of any aggressive behavior or special needs
  • Treat our staff and other users with respect
  • Comply with our facility rules and regulations
  • Pick up your pet at agreed times
  • Pay for services rendered promptly

8. Pet Health and Safety

8.1 Vaccination Requirements

  • All pets must have current vaccinations as per UAE regulations
  • Proof of vaccination must be provided before service
  • We reserve the right to refuse unvaccinated pets

8.2 Health Disclosure

  • You must disclose all known health conditions
  • Failure to disclose conditions may result in service termination
  • Additional charges may apply for special care requirements

8.3 Emergency Medical Care

  • In emergencies, we are authorized to seek veterinary care for your pet
  • You agree to reimburse all emergency care costs
  • We will attempt to contact you before emergency procedures

9. Liability and Disclaimers

9.1 Service Liability

  • We provide Services with reasonable care and skill
  • We are not liable for pre-existing conditions
  • Our liability is limited to the service fee paid
  • We maintain professional liability insurance

9.2 App Disclaimers

  • The App is provided "as is" without warranties
  • We do not guarantee uninterrupted or error-free operation
  • We are not responsible for third-party content or links
  • Medical information in the App is for general guidance only

9.3 Force Majeure

We are not liable for service interruptions due to:

  • Natural disasters
  • Government actions
  • Pandemics
  • Other events beyond our reasonable control

10. Intellectual Property

10.1 Our Property

All App content, including but not limited to:

  • Logos, trademarks, and trade names
  • Text, images, and graphics
  • Software and code
  • Medical protocols and procedures

remains our exclusive property or that of our licensors.

10.2 User Content

By posting Content, you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute such Content for Service-related purposes.

10.3 Restrictions

You may not:

  • Copy, modify, or distribute our intellectual property
  • Reverse engineer the App
  • Use our trademarks without permission
  • Scrape or data mine the App

11. Privacy and Data Protection

Your use of our App is also governed by our Privacy Policy, which complies with UAE Federal Law No. 45 of 2021 on the Protection of Personal Data.

12. Prohibited Activities

You agree not to:

  • Use the App for illegal purposes
  • Harass, abuse, or threaten others
  • Post false or defamatory content
  • Attempt to hack or compromise our systems
  • Create multiple accounts
  • Use the App for commercial solicitation
  • Violate any applicable UAE laws

13. Reviews and Feedback

13.1 Review Guidelines

  • Reviews must be honest and based on actual experience
  • Inappropriate language is prohibited
  • We reserve the right to remove violating reviews
  • False reviews may result in account termination

13.2 Response to Reviews

  • We may respond to reviews publicly
  • Review disputes should be directed to customer service

14. Indemnification

You agree to indemnify and hold DrVet, its affiliates, directors, employees, and agents harmless from any claims, damages, losses, or expenses arising from:

  • Your violation of these Terms
  • Your use of the Services
  • Your pet's behavior
  • Any Content you post

15. Dispute Resolution

15.1 Governing Law

These Terms are governed by the laws of the United Arab Emirates and the Emirate of Abu Dhabi.

15.2 Arbitration

Any disputes shall be resolved through arbitration in accordance with the rules of the Abu Dhabi Commercial Conciliation and Arbitration Centre.

15.3 Jurisdiction

If arbitration fails, disputes shall be subject to the exclusive jurisdiction of Abu Dhabi courts.

16. Modifications

16.1 Terms Updates

We may modify these Terms at any time. Material changes will be notified via:

  • App notifications
  • Email
  • Prominent notice in the App

16.2 Continued Use

Continued use of the App after modifications constitutes acceptance of updated Terms.

17. Severability

If any provision of these Terms is found unenforceable, the remaining provisions shall continue in full force and effect.

18. Electronic Communications

By using our App, you consent to receive electronic communications from us. These electronic communications satisfy any legal requirement for written communication.

19. Export Compliance

You agree not to export or re-export the App in violation of UAE export laws and regulations.

20. Contact Information

For questions about these Terms, contact us at:

DrVet Animal Hospital
Customer Service Department
Abu Dhabi, United Arab Emirates
Email: info@drvet.ae
Phone: +971 (2) 412-6555
Business Hours: Monday to Sunday 9.00 AM - 9.00 PM

21. Entire Agreement

These Terms, together with our Privacy Policy and any service-specific terms, constitute the entire agreement between you and DrVet regarding the use of our App and Services.

22. Language

These Terms are available in English and Arabic. In case of any discrepancy between the two versions, the Arabic version shall prevail in accordance with UAE law.

By using the DrVet Animal Hospital App, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.

Last Review Date: July 16, 2025
Document Version: 1.0