Legal
Terms of Use
Last updated: June 2026
These Terms of Use ("Terms") govern your access to and use of the PetsPlus website, mobile experiences, and related services (collectively, the "Website"), operated by PetsPlus ("PetsPlus", "we", "us" or "our"). By accessing, browsing, registering an account, or placing an order on the Website, you acknowledge that you have read, understood, and agree to be bound by these Terms and by our Privacy Policy and Refund Policy, which are incorporated by reference. If you do not agree with any part of these Terms, you must not use the Website.
1. Eligibility & Accounts
You must be at least 18 years of age, or the age of legal majority in your jurisdiction, and capable of forming a binding contract to use the Website or place an order. When you create an account, you agree to provide accurate, current and complete information and to keep it updated. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorised use. We may suspend or terminate accounts that we reasonably believe to be inaccurate, fraudulent, or in breach of these Terms.
2. Use of the Website
You agree to use the Website only for lawful purposes and in a manner that does not infringe the rights of, or restrict or inhibit the use and enjoyment of the Website by, any third party. You must not: (a) use the Website in any way that breaches applicable laws or regulations; (b) attempt to gain unauthorised access to the Website, its servers, or any connected systems; (c) introduce viruses, malware, or other harmful material; (d) use automated systems, bots, or scrapers to extract data without our written consent; (e) resell or commercially exploit the Website or its content; or (f) impersonate any person or misrepresent your affiliation with any person or entity.
3. Orders & Acceptance
All orders placed through the Website constitute an offer by you to purchase products subject to these Terms. An order is only accepted once we confirm it and/or dispatch the products; until then, no contract exists. We reserve the right, at our sole discretion, to refuse, cancel, or limit any order for any reason, including suspected fraud, pricing or description errors, stock unavailability, or where we are unable to deliver to your area. If we cancel an order for which you have already paid, we will refund the amount paid in accordance with our Refund Policy.
4. Pricing & Payment
All prices are displayed in UAE Dirhams (AED) and, unless stated otherwise, are inclusive of applicable taxes but exclusive of delivery charges, which are shown at checkout. We make every effort to ensure prices are correct, but errors may occur; where a product's correct price is different from the price stated, we may cancel the order and notify you. Promotions, discounts, and offers are subject to their own terms, may be withdrawn at any time, and cannot be combined unless expressly stated. Payment must be made in full through the payment methods offered at checkout before an order is dispatched.
5. Product Information
We aim to keep product descriptions, images, ingredients, prices and availability accurate and up to date, but we do not warrant that such information is always complete, current, or error-free. Product images are for illustration only and actual products may vary. Any guidance provided on the Website regarding pet care, nutrition, or product suitability is general in nature and is not a substitute for professional veterinary advice. You should consult a qualified veterinarian before making decisions about your pet's health, diet, or treatment.
6. Services & Bookings
Where we offer bookable services (such as grooming or home services), your booking is subject to availability and confirmation. You agree to provide accurate booking details and, for home services, safe and reasonable access. We reserve the right to reschedule or cancel a booking where necessary, and to decline service where a pet or environment poses a health or safety risk. Cancellation and rescheduling terms notified at the time of booking apply.
7. Intellectual Property
All content on the Website, including text, graphics, logos, icons, images, product photography, page layout, and software, is the property of PetsPlus or its licensors and is protected by intellectual property laws. You are granted a limited, non-exclusive, revocable licence to access and use the Website for personal, non-commercial purposes. You may not copy, reproduce, republish, distribute, modify, or create derivative works from any content without our prior written consent.
8. User Content & Reviews
If you submit reviews, comments, or other content to the Website, you grant PetsPlus a non-exclusive, royalty-free, worldwide licence to use, reproduce, and display that content in connection with our business. You are solely responsible for the content you submit and warrant that it is accurate, lawful, and does not infringe any third-party rights. We may remove or edit any content at our discretion, including content we consider offensive, misleading, or unlawful.
9. Third-Party Links
The Website may contain links to third-party websites or services that are not owned or controlled by PetsPlus. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party sites. Accessing such links is at your own risk and subject to the terms of those third parties.
10. Disclaimers & Warranties
The Website and all products and services are provided on an "as is" and "as available" basis. To the fullest extent permitted by law, PetsPlus disclaims all warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Website will be uninterrupted, secure, or free of errors or harmful components. Nothing in these Terms excludes or limits any statutory rights that cannot lawfully be excluded.
11. Limitation of Liability
To the maximum extent permitted by law, PetsPlus, its directors, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or in connection with your use of the Website or the products or services purchased. Our total aggregate liability arising out of or relating to any order shall not exceed the total amount paid by you for that order.
12. Indemnification
You agree to indemnify, defend, and hold harmless PetsPlus and its affiliates from and against any claims, liabilities, damages, losses, and expenses, including reasonable legal fees, arising out of or in any way connected with your breach of these Terms, your misuse of the Website, or your violation of any law or the rights of a third party.
13. Governing Law & Jurisdiction
These Terms are governed by and construed in accordance with the laws of the United Arab Emirates, without regard to conflict-of-law principles. Any dispute arising out of or in connection with these Terms or your use of the Website shall be subject to the exclusive jurisdiction of the competent courts of the United Arab Emirates.
14. Changes to These Terms
We may update these Terms of Use from time to time to reflect changes in our practices, services, or legal requirements. Any changes will be posted on this page with an updated "Last updated" date and take effect from the date of publication. Your continued use of the Website after changes are posted constitutes acceptance of the revised Terms.
15. Contact Us
If you have any questions about these Terms of Use, please contact our customer support team through the details provided on the Website.