top of page

PET CONCIERGE FOR DOMESTIC PETS BOARDING CO. L.L.C.
Terms of Service

1. Introduction

These Terms and Conditions ("Terms") govern the use of services and the website provided by PET CONCIERGE FOR DOMESTIC PETS BOARDING CO. L.L.C. ("Pet Concierge," "we," "our," or "us"). By accessing or using our services, clients and service providers agree to be fully and unconditionally bound by these Terms. These Terms constitute a legally binding agreement enforceable under the laws of the United Arab Emirates. If you do not agree with any provision herein, you must refrain from using our services.

2. Eligibility and Legal Capacity

By engaging with our services, you confirm that you:

  • Are at least 18 years of age or the legal age of majority in your jurisdiction;

  • Have full legal capacity and authority to enter into binding agreements;

  • Are acting on your own behalf or with full legal authority on behalf of an entity or third party;

  • Are not barred from using our services under applicable laws.

3. Definitions

  • Client: Any individual or legal entity booking services through Pet Concierge.

  • Service Provider: Any individual assigned by Pet Concierge to carry out services, including full-time employees and approved third-party contractors.

  • Live-in Care: Continuous in-residence care provided for pets, including overnight stays.

  • Emergency: Any sudden or unforeseen event that presents a risk to the health or safety of a pet or human.

  • Force Majeure: Events outside of reasonable control, including natural disasters, pandemics, civil unrest, labor disputes, or power outages.

4. Scope of Services

Pet Concierge provides high-end in-home pet care, including pet sitting, dog walking, drop-in visits, and live-in care. Pet sitting may involve feeding, companionship, and litter maintenance. Dog walks are strictly conducted on a one-to-one basis and are scheduled between the hours of 07:00 and 19:00 GST only.

Exclusions: We do not provide:

  • Medication administration (oral, injectable, or topical);

  • Grooming services;

  • Medical procedures or veterinary treatments;

  • Post-operative care or any form of rehabilitation services;

  • Services for pets with open wounds, fresh surgical sites, stitches, bandaging, or known untreated injuries.

All services are pre-scheduled and contingent on full payment. Pet Concierge reserves the right to assign staff based on availability and suitability, and to decline service where the pet or premises are deemed unsafe or non-compliant.

5. Booking, Payment & Cancellations

5.1 Booking Confirmation

All bookings must be paid for in full prior to confirmation. Unpaid requests will not be honoured. Bookings are non-transferable and only valid for the dates, pets, and terms confirmed.

5.2 Cancellation by Client

  • Cancellations or reschedules made with more than 24 hours’ notice: Fully refundable.

  • Cancellations within 24 hours of service start time: Non-refundable.

5.3 Cancellation by Pet Concierge

If a staff member becomes unavailable due to illness, emergency, or force majeure, Pet Concierge will attempt to reassign another qualified individual. If no substitute is available, a full refund will be issued.

We reserve the right to cancel or withdraw service without refund at any time if a client provides misleading or incomplete information, fails to disclose safety risks, withholds relevant pet or home details, or otherwise breaches these Terms. This includes, but is not limited to, undisclosed behavioral issues, restricted breeds, unreported medical conditions, unsafe property conditions, or failure to adhere to access and security requirements.

6. Service Delivery & Responsibilities

6.1 Access & Security

Clients must:

  • Provide timely, unhindered access to the property;

  • Ensure the premises are safe, secure, and hygienic;

  • Ensure all windows and balcony doors remain firmly closed and locked during the entirety of each visit;

  • Provide accurate instructions regarding pet care and household expectations;

  • Ensure no third parties, including but not limited to cleaners, contractors, or visitors, have access to or are present in the property during our scheduled services. Pet Concierge shall not be liable for any consequences arising from the presence or actions of unauthorised individuals during service provision. This includes, without limitation, liability for theft, damage, escape, injury, or loss resulting from unsecured premises, unlocked doors, open windows or balconies, faulty locks, unnotified third-party access, or failure to provide adequate instructions. Clients are solely responsible for ensuring the security and integrity of the property during the service period. Any deviation from these requirements shall constitute a material breach and void any implied or express responsibility on the part of Pet Concierge.

6.2 Pet Health & Suitability

Clients warrant that all pets:

  • Are up to date on required vaccinations;

  • Are free from transmittable conditions;

  • Do not pose a risk of aggression or injury to persons or animals;

  • Are friendly, manageable by a single handler, and demonstrate no history of aggression or behavioral unpredictability;

  • Do not exceed 20 kilograms in weight.

Pet Concierge does not accept bookings for dogs over 20 kilograms, pets with a known history of aggressive or unpredictable behavior, or any breeds prohibited or restricted under applicable UAE legislation. Clients must ensure that all pets booked under our care comply with local laws and municipal regulations. The responsibility for verifying a pet’s legal eligibility for in-home care within the UAE rests solely with the client. Clients also confirm that they are the lawful owner or guardian of any pet in our care and that the pet’s presence in the UAE is in compliance with applicable registration, residency, and importation laws. Clients must fully disclose all behavioral traits and prior incidents. Failure to do so constitutes a material breach of these Terms.

Pet Concierge reserves the right to refuse or terminate services at any time where a pet is deemed aggressive, dangerous, unmanageable, or medically unsuitable for in-home care, without refund or liability. This includes instances where the pet exhibits unforeseen or escalating behaviors that place the safety of staff, third parties, or the pet itself at risk. Determinations under this clause are at the sole discretion of Pet Concierge and are final.

7. Veterinary Care & Emergencies

In the event of an emergency, Pet Concierge will make reasonable efforts to contact the client. If unreachable, we are authorised to act in the pet’s best interest and engage veterinary services as needed.

Clients:

  • Will be fully responsible for all related expenses;

  • Must reimburse Pet Concierge within 24 hours of invoicing;

  • Are strongly encouraged to maintain active pet insurance covering emergencies.

Pet Concierge assumes no liability for illness, injury, or death due to natural causes, genetic conditions, advanced age, or undiagnosed ailments. By booking, clients waive all claims arising from such events.

8. Liability & Indemnity

8.1 Limitation of Liability

To the fullest extent permitted under UAE law, Pet Concierge, its directors, officers, employees, agents, affiliates, and contractors shall not be held liable for:

  • Injury, illness, loss, or death of any pet in our care;

  • Damage, theft, fire, or accidents occurring within the client’s premises;

  • Emotional distress or reputational harm;

  • Delays, substitutions, or disruptions beyond our control.

Clients accept all risks associated with in-home care and agree that services are provided “as-is.” Clients acknowledge that while Pet Concierge is a licensed provider of pet care services in the United Arab Emirates, its staff and third-party contractors are not medically certified professionals (e.g., veterinarians or veterinary nurses). As such, the use of our services does not constitute veterinary advice or medical supervision and is undertaken entirely at the client’s own risk. Pet Concierge disclaims all express or implied warranties to the maximum extent allowed by law.

To the fullest extent permitted under applicable UAE law, Pet Concierge shall not be held liable for any loss, damage, injury, or claim arising out of negligence, except in cases of proven gross negligence or willful misconduct as defined under UAE civil law. Nothing in these Terms shall be construed to exclude liability which cannot legally be excluded under the laws of the United Arab Emirates.

8.2 Indemnity

Clients and service providers agree to fully indemnify, defend, and hold harmless Pet Concierge, its parent company, affiliates, directors, officers, employees, agents, and contractors from any and all claims, liabilities, losses, damages, fines, penalties, legal proceedings, or expenses (including legal fees and expert costs) arising from:

  • Breach of these Terms;

  • Misrepresentations, inaccuracies, or omissions in the information provided;

  • Injuries to third parties or animals caused by the client’s pet;

  • Property damage due to pets or third-party interference;

  • Violations of applicable law or regulation;

  • Any defamatory, disparaging, or harmful statements (including those made online or through social media) that damage the reputation, business interests, or credibility of Pet Concierge or its personnel, whether such statements are made during or after the provision of services.

This indemnity shall survive termination or completion of services and applies regardless of fault or intent, to the maximum extent permitted by law.

9. Non-Solicitation & Confidentiality

Clients shall not:

  • Engage Pet Concierge staff or third-party contractors for private, off-platform arrangements;

  • Share contact details externally without written approval;

  • Attempt to circumvent company procedures or fees.

Breach of this clause will result in immediate service termination and potential legal action. All information exchanged during service is confidential and may not be disclosed or used outside the agreed scope.

10. Media, Communication & Updates

Clients consent to receiving video updates of their pets during services. . Instructions, updates, and communication must occur via designated Slack channels or authorised contact points.

11. Live-in Care & Residential Conduct

For live-in services, clients must:

  • Provide clean, safe, lockable accommodation with access to basic utilities;

  • Inform Pet Concierge of all individuals with access to the home;

  • Agree not to film or monitor sleeping or private areas used by staff.

Pet Concierge staff may immediately vacate the property and terminate care if any conditions become unsafe, hostile, unlawful, grossly uncomfortable, or otherwise inconsistent with these Terms. This includes, but is not limited to: exposure to verbal abuse, denied access to sanitary facilities, discovery of undisclosed third-party access, or environmental risks. In such events, clients remain fully liable for the booking fee, and no refunds shall be issued.

12. Staff & Contractor Welfare

Pet Concierge prioritises the safety and dignity of its personnel. Staff may refuse or withdraw from any booking where:

  • There is abuse, harassment, or threatening behaviour;

  • Conditions are unhygienic, hazardous, or in breach of UAE labor laws;

  • There is unauthorised surveillance or interference.

13. Third-Party Contractor Assignment

Where approved third-party contractors are engaged, Pet Concierge ensures they:

  • Are thoroughly vetted through background checks and in-person interviews;

  • Are trained and evaluated to meet Pet Concierge service quality and safety standards;

  • Operate solely under the instructions and schedule provided by Pet Concierge;

  • Are fully responsible for their own legal and regulatory compliance, including but not limited to labour, residency, and tax obligations;

  • Are required to hold and maintain valid personal liability insurance.

Pet Concierge assumes no liability whatsoever for any actions, omissions, negligence, misconduct, or errors by third-party contractors, whether during or outside of assigned duties, scheduled times, or authorised activities. The client expressly acknowledges and agrees that the use of any third-party contractors engaged through Pet Concierge is entirely at their own risk. Pet Concierge disclaims all responsibility for outcomes arising from the acts or omissions of such contractors to the fullest extent permitted by law.

14. Surveillance & Privacy

CCTV is allowed in communal areas only. Clients must:

  • Disclose all camera placements in writing;

  • Refrain from recording in private areas used by sitters;

  • Comply with UAE privacy laws.

Undisclosed or inappropriate surveillance may result in service cancellation without refund.

15. Force Majeure

Pet Concierge shall not be liable for failure or delay in performance due to circumstances beyond reasonable control, including but not limited to:

  • Natural disasters or extreme weather;

  • Government orders or border restrictions;

  • Power outages, internet disruption, or major transport failure.

16. Data Privacy & Communication

By submitting your contact details and booking information, you consent to receive communications from Pet Concierge in relation to your services. We store only essential client and pet data required for operational purposes. All data is handled in accordance with UAE data protection requirements. We do not sell or share your information with third parties for commercial use.

17. Website Use & Account Security

Users must:

  • Provide accurate, updated information when creating accounts;

  • Keep passwords secure and confidential;

  • Accept full responsibility for activity under their account.

Any misuse or unauthorised access may result in account suspension and legal action.

18. Intellectual Property

All content, trademarks, designs, photographs, logos, and materials on our website are the intellectual property of Pet Concierge or its licensors. Reproduction or distribution is prohibited without written consent.

19. Service Changes & Amendments

Pet Concierge reserves the right to:

  • Modify services, pricing, and policies without prior notice;

  • Revise these Terms at its sole discretion.

By continuing to use the services after updates are published, clients acknowledge and accept the revised Terms.

20. Client Acknowledgment & Waiver

By using our services, you affirm that you have read, understood, and agreed to these Terms of Service. You further acknowledge that pet care inherently involves a degree of risk, including illness, injury, accidents, or escape, and you voluntarily assume all such risks. You hereby release, waive, and forever discharge Pet Concierge and its affiliates, employees, and contractors from any and all claims, liabilities, and demands arising out of or related to our services, to the maximum extent permitted by applicable law.

21. Termination

We may suspend or permanently terminate services, bookings, or accounts without notice if:

  • A breach of these Terms occurs;

  • Client conduct places staff or pets at risk;

  • There is a legal or regulatory requirement to do so.

Termination shall not affect accrued obligations or limitations of liability.

22. Governing Law, Dispute Resolution & Class Action Waiver

These Terms shall be governed and construed under the laws of the Emirate of Dubai and the federal laws of the UAE.

Disputes shall first be resolved through good-faith negotiations between senior representatives of both parties. If unresolved within 30 calendar days, the dispute shall be submitted to final and binding arbitration under the Dubai International Arbitration Centre (DIAC). The arbitration shall be conducted in English by one arbitrator appointed in accordance with DIAC Rules. The seat of arbitration shall be Dubai, UAE. The award rendered shall be final, binding, and enforceable in any court of competent jurisdiction. Each party shall bear its own legal costs and fees unless otherwise directed by the arbitral tribunal in the final award.

To the fullest extent permitted by law, both parties waive any right to participate in a class, collective, or representative action and agree that all disputes shall be resolved strictly on an individual basis.

23. Contact Information

For any inquiries, concerns, or formal correspondence, please contact us during our official business hours:

  • Office Hours: 07:00 to 19:00 Gulf Standard Time (GST), daily

  • Email: info@petconcierge.ae

  • WhatsApp (for bookings only): +971 56 582 5825

From JVC to the Palm, we've got Dubai's pets covered—paw-sitively everywhere across the city! Book now!

Thanks for submitting!

CONTACT us

info@petconcierge.ae

Tel: +971 56 582 5825

bottom of page