By using our service, you agree to our policy, terms and conditions
Service policy, terms & condition:
This is a legally binding contract between Pet Station and the owner.
Pet Station is Pet Station Kennels & Cattery L.L.C
The person that is referred to as the owner or the customer below is the person whose Emirates ID copy is provided upon registration or booking for the first time and is the only one to be communicated with with regards to any matter including legal actions.
The authorized person by the owner is the person who can check-in/out the pet(s), visit the pet(s) and decide on the owner's behalf if we couldn't reach the owner while the pet(s) are in Pet Station's care.
Service(s) means any service offered by Pet Station, as amended from time to time.
UAE means United Arab Emirates.
AED means the lawful currency of the United Arab Emirates.
Website means Pet Stations' official website https://www.petstationgroup.com/home providing access to information and online booking for services. It means the website owned established and maintained by Pet Station located at the URL www.petstationgroup.com
Service Requirements:
1. 1. Microchip number.
2. 2. Vaccination records:
Pets should have up to date vaccines of:
Dogs: Rabies, DHPPI (Distemper, Hepatitis, Parvo, Parainfuenza, Leptospirosis) and KC (Kennel Cough)
Cats: Rabies and PCH (Tricat)
**All vaccines should be given at least 5 days before check-in. If not, we can accept the pet and the customer will be completely responsible for any health issue the pet might have.
3. Parasites prevention:
All pets should have up-to-date records of deworming, ticks and fleas prevention. If the customer provide a product that doesn't prevent one of the parasites mentioned above on the check-in. Pet Station will apply a product that does and the customer will be charged for it otherwise Pet Station reserves the right not to check the pet in without any deposit refund.
4. 4. Documents:
- Electronic registration, booking and admission forms through our website.
- Official full patient history from the vet under the clinic letterhead. If no full patient history was provided, Pet Station can still accept the pets but will not be responsible for any health issue the pet might have.
5. 5. Full payment within 24 working hours from booking is required to secure boarding and training bookings.
6. 6. Full payment is required for any service upon check-in
7. Dog Assessment for new assessment and those who haven't visit us for more than 1 year.
BOOKING:
Booking is required on-line
48 Working hours' notice is required for new customers otherwise service will be subject to availability
Booking confirmation e-mail with booking ID might be requested upon admission.
Check-in/out Policy:
- Check-in timing: Saturday to Thursday from 2:00 pm – 7:00 pm (Excluding Ramadan and public holidays)
Check-out timing: Saturday to Thursday from 9:00 am - 1:00 pm (excluding Ramadan and public holidays)
- Check-in/out on Sundays and public holidays is subject to availability.
Electronically signed check-in/out forms are required.
- Cats in carriers, dogs on leash all the time at our reception area.
- Boarding charges apply in case of no show up by check-out time.
Extra charges apply in case of late check-out.
- Pet(s) will be rehomed in case the owner or authorized person do not show up for 5 days after the check-out date.
Payment Policy:
Payment upon check-in is required for all services.
We accept cash, debit cards, credit cards, Apple Pay, PayTabs and bank transfer.
All discounted rates should be paid in cash.
Booking cancellation and refund
Cancellation:
A cancellation of any appointment can be requested by e-mailing manager@petstationgroup.com (mentioning the reason of cancellation.)
A minimum of 24 working hours’ notice prior to the admission is required for any booking cancellation for any service during low season
In case of less than 24 working hours’ cancellation notice during low season (From Jan. 16th – June 14th and from Sep. 16th to Dec. 1st) and/or in case of any cancellation, regardless of the notice period for any booking where the check-in/out falls on any day during the high season (From June 15th to Sep. 15th and from Dec. 1st to Jan 15th), or in case the boarding stay is during any public holiday we do not accept any of the requests of:
- - Refund.
- - Reschedule.
- - Money transfer to another existing or new customer account
- - Crediting the paid amount to be used for another boarding booking, other services or product purchase
Refund:
- Refund should be requested by e-mailing: accountant@petstationgroup.com
- An administration fee of 10% of the total amount of the bill with a minimum of AED100 for each pet booked will be deducted from any returned deposit/payment.
- Refunded amounts will be paid by the same initial payment method.
- In case of paying by cards, bank collection fees will be deducted in addition to the administration fees.
Refund process takes 14-30 days from approving refund requests.
No refund is available for any service at any time with any notice period if the customer has paid discounted rates, redeemed a voucher or any other offer such as packages.
Veterinary Service:
In case your pet shows any sickness symptoms while in Pet Station care the customer or the authorized person will be informed and the pet will be sent to the veterinary clinic.
If the customer or the authorized person can't be reached, your pet will be sent the registered veterinary clinic on the booking form.
In case of providing incomplete info of the veterinary clinic (such as wrong clinic name or contact details) or providing no info or booking form at all, Pet Station reserves the right to decide to which vet clinic your pet(s) will be sent to.
If the registered vet clinic is not based in Dubai, requires a deposit upon check-in or closed at the time of the emergency, Pet Station reserves the right to choose another veterinary clinic to send your pet to and the vet charges should be settled by the customer.
Pet Station will not be signing any addmission forms or deciding anything on the customer's behlaf when dropping the pet off to the vet. The emergency contact details of the customer and/or the authorized person, if any, will be sent to the clinic to discuss and handle the situation.
If the vet and/or the autorized person , if any, decides that the pet can go back to our facility, a dated stamped letter from the vet under the clinic letterhead should be provided stating that the pet has no infectious disease and no medicine need to be administrated .
- Extra charges apply in case the customer request giving any supplement or medicine while the pet is in our care.
- If the vet decide to keep the pet at the clinic, no refund or credit option is available for the remaining days of the booking during high season. During low season, the remaining can be credited to be used within 4 months.
- In case of dealing with pet station veterinary clinic and pet station clinic can't deal with the case, pet station clinic has the right to transfer the pet to another clinic for more investigation (in case of owner is not avaiable) under the cost of the owner and if the owner available then he/she has the right to take the pet to any clinic.
- If the owner rejects the treatment advise at pet station clinic or wants to take his/her pet to another clinic, then will be enough for us to write this in the discharge instructions and email it to the owner without blaming the clinic back about anything happining after discharging the pet from the clinic.
-in case of death happening for any pet because of any disease or old ages at pet station clinic, pet station clinic has the right to dispose the body within 4 days if the customer didn't take it.
Vet Bills
- All vet bills should be covered by the pet owner by check-out in cash.
- Drop-off charges apply
- If vaccines, deworming and/or ticks and fleas medicines expire while the pets in our care (as per the health card of the pet), pet(s) will be sent to our vet clinic to receive the required medicine and vet bill will be charged upon check-out. No confirmation by the owner is required
- A security deposit might be requested upon check-in.
Prices:
Pet Station reserves the right to change their prices without any prior notice.
New prices apply to any booking that is not secured with full payment.
Prices advertised on this website don’t include VAT
VAT fees will be collected on all our services and products starting from January 2018.
Communication:
Our official communication channels with our customers are e-mail correspondences to their registered e-mail addresses and through our website only.
Only photo updates are being sent to the registered what’s app phone numbers.
You might receive our newsletter to your registered e-mail address.
Customers should update their files on-line in case of any contact details and personal info.
Complaints:
If you are not happy with the service you received, please feel free to send an e-mail to manager@petstationgroup.com.
Complaints will be considered only if they are put in writing to the e-mail address mentioned above within 1 day from the incident of an unpleasant experience by the registered owner of the pet only.
While we welcome any review on social media, please be informed that reviews on social media are not considered as official complaint and will be handled as per UAE law.
Any complaints should be only from the registerd owner in our system.
Facility visits
Visits are welcome during working hours.
Visits to "Staff Only" areas is available by appointment for pet's safety and hygienic reasons.
Facility visits without any online service booking/ pet registration are subject to availability.
Offers:
No offer can be combined with another offer whether this is mentioned on the offer or not.
Any voucher expires within 4 months from issuance date.
Membership:
Our membership is valid for 1 year only starting from the purchase day.
No reminder will be sent before the expiry of the membership date.
The purchased membership might not be available for renewal.
Vouchers can be used before the expiry date only and within a maximum of 4 months from receiving them.
Pick-up & Drop-off
Pick-up and drop off prices on this website are within Dubai limits and might be subject to increase depending on the availability
The customer is requested to advise the way he/she prefers to keep the pet(s) in the car.
Car harness should be provided by the owner.
Crates will be provided by Pet Station unless the customer prefers to provide.
Very Important notes
1. Due to the following:
- We only accept healthy and vaccinated pets.
- Some Pets might be carriers of some diseases during incubation period without showing any symptoms on the pet(s) when they are checked-in and might show syptoms at any time after check-in especially if they are stressed due to being introduced to new environment. Some incidents are beyond human control such as sudden death or organs failures (such as but no limited to kidney failure)
2. Gaining and losing weight is very common especially if the pet is not used to stay in kennels, changing the food diet during boarding, different daily routine at the kennel that at home, different exercising time.
We have no financial or legal responsibility of any health issues of the pet(s) while in our care or after they are check-ed out. Our role is to inform the owner when any health issue happens such as the pet is not eating, vomiting.. etc. and take the pet(s) to the veterinary clinic when needed or follwo the owner (or the authorized person) instructions.
3. Pet Station has the right to request your pet’s medical reports from your vet.
4. If we were not informed in writing by the customer before proceeding with the booking, Pet Station reserves the right not to check-in pet(s) that are
- Older than 7 years
- Younger than 6 months
- Not neutered
Pregnant
- Aggressive
Allergic Pet(s)
- Sick
worms history
- Recovering from a surgery.
- On medication
- Not microchipped
- Not registered with Dubai Municipality
- Banned breed in UAE
In case we were not informed, the owner will be responsible for any incident related to that and we have the right to check-out the pet any time without any refund.
5. We run photography sessions at our facility from time to time for marketing and advertisement purpose, you and your pet(s) might appear in these photos if taken while you are at our facilities.
T These terms are updates regularley to comply with UAE laws and regulation
No notifications will be sent to the customer in case of service terms updates and/or changes, it's the customer responsability to read them before using any of our services.
6. Any exception to this policy should be requested by writing to manager@petstationgroup.com before booking.