Terms & Conditions - Pets in the City

Last updated: 13 June 2026

Welcome to Pets in the City. This website, petsinthecity.me, is operated by Pets in the City DMCC (“Pets in the City”, “we”, “us” or “our”), a company registered in the United Arab Emirates with its registered office at Lake Terrace, JLT Cluster D, Dubai, United Arab Emirates. Tax Registration Number (TRN): 100377920200003.

By accessing this website, booking an appointment, or making a payment to us, you agree to be bound by these Terms & Conditions. Please read them carefully before using our services.

1. Our Services

Pets in the City provides mobile pet grooming services delivered at your doorstep across Dubai, United Arab Emirates, as well as in-store grooming and pet care retail products. Our fully equipped, self-contained grooming vans and professional groomers provide services including bathing, haircuts and styling, nail trimming, ear cleaning, de-shedding, and related pet care treatments for cats and dogs.

2. Bookings and Appointments

Appointments may be booked through our website, by phone, or via WhatsApp.
All bookings are subject to availability and confirmation by Pets in the City.
You must provide accurate contact details, service address, and pet information (including health conditions, temperament, and vaccination status) at the time of booking.
Appointment times are estimates; arrival may vary due to traffic or the duration of preceding appointments. We will keep you informed of any significant delay.

3. Prices, Currency and Payment

All prices are quoted and charged in United Arab Emirates Dirhams (AED).
Prices are inclusive of Value Added Tax (VAT) at the applicable UAE rate of 5%, unless stated otherwise. A tax invoice is issued for every transaction in accordance with UAE Federal Tax Authority requirements.
We accept payment by Visa and Mastercard (credit and debit cards), processed securely online, as well as other payment methods communicated at the time of booking.
Online card payments are processed through Network International, a payment service provider licensed in the UAE. Card transactions are encrypted and processed in compliance with the PCI DSS security standard.
We do not store your card details on our website or servers. All card data is handled exclusively by our payment service provider.
The descriptor “Pets in the City” (or similar) will appear on your card statement for payments made to us.

4. Service Delivery Policy

Services are performed at the service address you provide (for mobile grooming) or at our store, on the confirmed appointment date and time.
Any products purchased from us are delivered and handed over at the time of your appointment or in store.
On completion of the service, you will receive an electronic receipt and, where applicable, a service report by email, SMS, or WhatsApp.
Our services are currently available within Dubai, United Arab Emirates.

5. Cancellation and Rescheduling Policy

You may cancel or reschedule an appointment free of charge up to 24 hours before the scheduled appointment time by contacting us by phone or WhatsApp.
Cancellations made with less than 24 hours’ notice, or failure to be present at the service address at the scheduled time (“no-show”), may incur a cancellation fee of up to the full service price.
If we need to cancel or reschedule an appointment for operational reasons, we will notify you as early as possible and offer the next available slot or a full refund of any amount paid.

6. Refund Policy

Where a refund is due — for example, a prepaid appointment cancelled with the required notice, a service cancelled by us, or an amount charged in error — the refund will be made to the original card or payment method used for the transaction.
Card refunds are processed within 7–14 business days of approval, depending on your card issuer. Refunds are made in AED.
If you are not satisfied with a completed service, please contact us within 48 hours of the appointment. We will review the matter and may, at our discretion, offer a complimentary re-groom or a partial or full refund.
Refunds are not made in cash for payments originally made by card.

7. Your Responsibilities

You confirm that you are the owner of the pet, or are authorised by the owner, and that you are at least 18 years of age.
You must disclose any known health conditions, allergies, injuries, or behavioural issues (including aggression) affecting your pet before the service begins.
Your pet should be up to date on core vaccinations. We may decline to groom a pet that appears unwell or shows signs of a contagious condition.
For mobile grooming, you must ensure safe and lawful access for our grooming van at the service address.

8. Pet Health and Safety

The welfare of your pet is our priority. Our groomers may stop or decline a service if, in their professional judgement, continuing would cause the pet distress or harm, or pose a safety risk to staff. In such cases, charges may apply only for work already performed.
Grooming of severely matted coats carries inherent risks (such as skin irritation or nicks). Where extensive de-matting or a shave-down is required, we will inform you before proceeding, and additional charges may apply.
If a pre-existing condition is discovered or aggravated during grooming, we will inform you immediately. We are not liable for conditions that were not disclosed to us.
If your pet requires urgent veterinary attention during a service, we will contact you immediately. Pets in the City may, at its sole discretion, refer your pet to our partnered veterinarian for assessment and treatment.
Where the condition is determined to be unrelated to the grooming service, our partnered veterinarian will offer treatment at a preferential discounted rate, with the cost remaining the owner’s responsibility.
Any claim relating to veterinary care will be considered only where assessment and treatment are carried out by our partnered veterinarian. Treatment by external veterinarians, or by the customer’s own preferred veterinarian, will not be eligible for claims.

9. Limitation of Liability

Nothing in these terms excludes liability that cannot be excluded under UAE law. Subject to that, our total liability arising from any service is limited to the price paid for that service. We are not liable for indirect or consequential losses, or for issues arising from inaccurate or incomplete information provided at booking.

10. Privacy and Data Protection

We collect and process personal information (such as your name, contact details, service address, and pet details) solely to provide and improve our services, process payments, and communicate with you about your bookings. We do not sell your personal information. Payment card data is collected and processed exclusively by our payment service provider and is never stored by us. For questions about your data, contact us using the details below.

11. Website Use and Intellectual Property

All content on this website — including text, images, logos, and branding — is the property of Pets in the City DMCC and may not be reproduced without our written consent. You agree not to misuse this website or attempt to interfere with its operation.

12. Changes to These Terms

We may update these Terms & Conditions from time to time. The version published on this page at the time of your booking applies to that booking. Material changes will be indicated by an updated “Last updated” date above.

13. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws of the United Arab Emirates and the Emirate of Dubai. Any dispute arising out of or in connection with these terms or our services shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

14. Contact Us

Pets in the City DMCC
Lake Terrace, JLT Cluster D, Dubai, United Arab Emirates
TRN: 100377920200003
Phone: 04 458 0091 · Toll-free: 800 GROOM (800 47666)
WhatsApp: +971 800 47666
Email: info@petsinthecity.me