Terms of Service

These Terms of Service ("Terms") apply when you use petrapawspets.com, book a grooming appointment, or communicate with us about a booking. By doing any of these, you agree to these Terms and to our Privacy Policy. If you do not agree, please do not use the website or book a service.

Petra Paws Pets ("Petra Paws", "we", "us") is a mobile pet grooming business based at Nadd Al Sheba 1, Dubai, UAE. You can reach us at petrapawspet@gmail.com or +971 54 199 6900.

You must be at least 18 years old and able to enter into a binding agreement. By booking, you confirm that you are the owner of the pet or that you are authorised by the owner to arrange grooming for it, and that the contact details you give us are yours to use.

We provide mobile dog and cat grooming at the address you give us, within the Dubai areas we list as serviceable at the time of booking. Services, prices, and time slots shown on the website are estimates until we confirm your appointment.

We may decline, reschedule, or end an appointment where necessary for safety, weather, access, capacity, or other operational reasons. If a pet's coat condition, size, or behaviour differs materially from the details given at booking, the time and price may change; we will tell you before carrying out any additional work.

• You are responsible for giving accurate contact, address, and pet details. Incorrect details may prevent us from reaching you or completing the appointment.
• Prices are shown in UAE Dirhams (AED). Online payments are processed by our payment provider, Ziina. We do not receive or store your full card details.
• Where you choose to pay on arrival, payment is due at the appointment once the service is complete.
• A booking is confirmed only when we send you a confirmation by email or WhatsApp.

Please tell us as early as you can if you need to cancel or reschedule, by replying to your confirmation or contacting us on the details above. If nobody is available at the address at the booked time, or if we cannot safely carry out the service on arrival, we may treat the appointment as a no-show and charge a call-out fee where we told you about it at the time of booking. Refunds of online payments are made to the original payment method and may take several business days to appear.

When you give us your phone number and email address, you agree that we may contact you about your booking — for example confirmations, appointment reminders, changes, and follow-up questions — by email or phone call.

WhatsApp is separate and optional: we only message you on WhatsApp if you tick the WhatsApp box on the booking form. If you leave it unticked we will not send you WhatsApp messages, and you will still receive your booking confirmation by email.

WhatsApp messages are sent through Meta's WhatsApp Business Platform to the number you entered when booking, and are subject to WhatsApp's own Business Terms and Privacy Policy. We use these messages to run our own customer service only. We do not sell your number, share it for third-party advertising, or send unrelated promotional messages.

You can stop WhatsApp messages at any time by replying STOP to any message from us, or by emailing petrapawspet@gmail.com. We may still need to contact you by email or phone about an appointment you have already booked.

• Make sure an adult who can authorise the service is present at the booked time and address.
• Provide reasonable access for our vehicle and equipment, including parking where the service requires it.
• Tell us in advance about behaviour, health conditions, injuries, allergies, skin conditions, parasites, or handling needs that could affect grooming safety.
• Keep your pet's vaccinations up to date in line with UAE requirements.

We are groomers, not veterinarians, and we do not provide veterinary advice or treatment. We may pause or stop a groom if a pet becomes distressed, aggressive, or unwell, or if continuing would risk the pet's or the groomer's safety; the service may still be charged for the time spent. If we notice something that looks like it needs veterinary attention, we will tell you, but any veterinary care and its cost remain your responsibility. Grooming can occasionally reveal pre-existing conditions such as matting-related skin irritation.

• Do not make fraudulent, fake, or automated bookings, or use someone else's details.
• Do not attempt to interfere with, scrape, overload, or gain unauthorised access to the website, our accounts, or our systems.
• Do not use the website for anything unlawful.

The website, its text, images, and branding belong to Petra Paws Pets or our licensors, and may not be copied or reused without our permission. Third-party names and logos, including WhatsApp and Meta, belong to their respective owners and are used only to describe the services we rely on.

We rely on third parties to operate the service, including hosting and database providers, our email provider, our payment provider, and Meta's WhatsApp Business Platform for messaging. Their own terms apply to their services, and we are not responsible for outages or acts outside our reasonable control.

We provide our services with reasonable skill and care, and the website is provided on an "as is" basis without a guarantee of uninterrupted availability. To the fullest extent permitted by UAE law, we are not liable for indirect, incidental, or consequential losses, and our total liability in connection with a booking is limited to the amount you paid for that booking. Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law.

How we collect and use personal information is explained in our Privacy Policy. How long we keep it, and how to ask us to delete it, is explained on our Data Deletion & Retention page.

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have jurisdiction over any dispute. We would always prefer to resolve issues directly first, so please contact us before taking any other step.

We may update these Terms from time to time. The "Last updated" date at the top of this page will change when we do, and the version published here at the time of your booking is the one that applies to it. Continued use of the website after changes means you accept the updated Terms.

Petra Paws Pets · Nadd Al Sheba 1, Dubai, UAE · petrapawspet@gmail.com · +971 54 199 6900