General Terms & Conditions
GENERAL TERMS AND CONDITIONS
Last updated: 30 April 2025
These Terms and Conditions govern the subscription and use of services provided by Pet Odyssey LLC-FZ ("we," "us," "our" '\'Pet Odyssey''), a limited liability company registered under the laws of the United Arab Emirates, licensed in the Meydan Free Zone (License No. 2528560.01), with its registered address at Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. By using our services and subscribing on our platform, you agree to the following terms:
1. Services Provided
a) General services
We provide pet care service, including dog walking and pet relocation services which include the organization and coordination of domestic and international transportation of pets (the '\'Services''). We use general one payment methods but also a subscribtion-based option. The scope, frequency, and features of the services are outlined in the service descriptions available on our website : https:// petodyssey.ae/.
b) Monthly subscriptions
• Subscriptions are valid for 30 consecutive days from the subscription date. • Subscriptions are valid for one animal only. • In the case of multiple animals from the same household, discounts are applied to additional subscriptions. • Details of these discounts are available upon request.
2. Eligibility
To use our Services, the users must : • Be at least 18 years of age; • Have the legal capacity to enter into binding contracts; • Provide accurate and complete information during registration and payment; • Some relocation services may require additional documentation (e.g., vaccination records, export permits) to comply with regulations in the origin and destination countries.
3. Payment
• Full payment is required at the time of booking confirmation, or at the latest on the day of the service. No service will be provided without prior payment. Payment must be made in advance by credit card, bank transfer, or cash; • In case of monthly or recurring subscription plans, payment will be processed automatically on a monthly basis using the payment method you provide at checkout, until you cancel your subscription in accordance with these Terms; • All payments are made in AED or another supported currency via our secure payment processor; • For relocation services, we may adjust prices based on third-party carriers, government fees, or logistical changes. You will be notified in advance of any adjustments.
4. Cancellation & modification & refunds
a) General services
• Modifications or cancellations can be made free of charge up to 24 hours in advance. Beyond this period, the full cost of the service will be due, except in cases of force majeure. Any request for modification must be sent via phone, email, or WhatsApp. If we are unable to deliver the service (due to illness, logistics), the client will be refunded or offered a new appointment; • Pet relocation cancellations are subject to specific terms, including partial or non- refundability depending on the stage of booking and payments already made to third parties (airlines, couriers, veterinarians).
b) Monthly subscriptions
• Subscriptions are non-binding and can be cancelled anytime before the next billing cycle. No refunds are issued for the current billing period once services have begun; • Cancellation must be requested in writing (email or WhatsApp) at least 3 days before the end of the current cycle. • Unused sessions are non-refundable. • Clients can change their plan (frequency, type of service) at any time for the next cycle upon written request. • Subscriptions and service packages are personal and cannot be transferred or reassigned to another person or animal.
5. Photos & videos
Photos and videos of your pet may be taken during the course of our services and may be used for marketing purposes on our website, social media, or other communication materials. This processing is based on our legitimate interest in promoting our services, in accordance with applicable data protection laws, including the GDPR where applicable. If you do not wish your pet's image to be used, you may opt out at any time by contacting us, and we will respect your choice without affecting the service provided. The processing of your personal data is conducted in compliance with the applicable data protection laws, including the UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (UAE PDPL) and the General Data Protection Regulation (GDPR) where applicable.
6. Scheduling & replacement
In case of absence of a sitter, a trained and qualified Pet Odyssey staff member may substitute to ensure continuity of service.
7. Illness & injury
The client agrees to notify us of any suspected illness or injury before the service. Pet Odyssey reserves the right to cancel a service if there is a risk of contagion or animal suffering.
8. Medical emergencies
In case of emergency, Pet Odyssey will make every effort to contact the owner. If unreachable and urgent action is required: • Pet Odyssey is authorized to transport the animal to a veterinarian, • All veterinary costs are the client's responsibility, • The client authorizes the sharing of the pet's medical information with relevant health professionals.
9. Damages, injuries & liability
The client remains fully responsible for their pet in the event of a bite, injury to a third party, or property damage. Pet Odyssey cannot be held liable for damage caused by an animal with free access to certain areas or objects. If any damage occurs in the home during our presence, the client will be contacted immediately.
10. Home access
• If another person (nanny, cleaner, neighbor, etc.) has access to the home during our visit, Pet Odyssey disclaims responsibility for any incidents. • The client is responsible for securing their home before leaving. Pet Odyssey ensures the home is closed properly after each visit. • The client must provide a functional key, badge, or access codes required for service. Keys are labeled without name or address for safety. • In case of loss or damage to a key or badge by Pet Odyssey, the reproduction or replacement cost will be reimbursed to the client with proof.
11. Prepaid pack (walk / pet-sitting)
• Packages of walks or pet sitting sessions are valid for 12 months from the date of purchase. • Any unused sessions after this period will expire and are non-refundable. • Packs are valid exclusively for one animal. • If services are provided for multiple animals from the same household, a separate pack must be purchased for each individual animal. Discounts are applied to additional packs for animals from the same household.
12. Client responsibilities
Clients agree to: • Provide accurate information about the animal (breed, temperament, medical needs, vaccination status); • Prepare the animal under the agreed conditions (e.g. harness ready for walk, food available for pet sitting); • Ensure safe home access if necessary; • Inform Pet Odyssey of any aggressive behavior, illness, fragility, or ongoing treatments; • Notify Pet Odyssey of any known allergies or food intolerances; • Ensure pets are in good health and up to date with vaccinations; • For relocations, provide complete, accurate documentation and timely cooperation with health checks, crate training, and customs compliance. Pet Odyssey cannot be held responsible for incidents related to unreported health conditions or the animal's natural sensitivity, particularly in breeds prone to respiratory issues (e.g., brachycephalic dogs), heat intolerance, high stress, or low stamina. All necessary precautions are taken to ensure animal safety and well- being, but it is the client's duty to disclose any special condition beforehand. Pet Odyssey is not a veterinary clinic and does not provide medical services or diagnoses. All care services are non-medical and performed by trained pet handlers. Clients are responsible for seeking veterinary advice where needed.
13. Group walks & dog hiking
a) Group composition
• Groups are formed with dogs compatible in size, energy level, and temperament. • Walks are limited to 4 to 6 dogs depending on the area and profiles.
b) Participation requirements
• Dogs must be sociable and non-aggressive towards other animals or humans. • Must be up-to-date with vaccinations and parasite protection. • If behavior is uncertain, an evaluation walk may be required before joining a group. • Females in heat are not accepted in group walks. • Intact males may be accepted if they show no aggressive or sexually marked behavior.
c) Safety & conduct
• Dogs are kept on leash during the entire walk. • Pet Odyssey may remove a dog from the group if its behavior poses a risk to others. • In case of a fight, Pet Odyssey will intervene immediately but cannot be held liable for injuries if all safety rules were followed.
14. Service discontinuation/Force majeure/Service adjustment
a) Service discontinuation
We shall not be liable for delays or failure in performance resulting from events beyond our reasonable control, including but not limited to natural disasters, government restrictions, outbreak of animal disease, or extreme weather.
b) Service adjustment
• Pet Odyssey reserves the right to shorten or postpone a walk if temperatures are deemed unsafe or the animal shows signs of fatigue or discomfort. • This decision may be made without prior client approval if urgent for the animal's safety. • For individual walks (30 min or 1 hr), if extreme weather prevents safe walking, the service may be replaced with a home visit and short potty break. In this case, the client will be refunded the price difference.
c) Responsibility
• Pet Odyssey cannot be held responsible for heatstroke or incidents due to overexposure if the client refuses advised adaptations (e.g., cooling vest, protective boots).
15. Bites or injuries caused by the pet
a) Legal responsibility
• The legal owner of the pet remains fully and solely responsible for any damage, injury, or harm caused by their animal, whether or not the owner is present during the incident. Pet Odyssey shall not be held liable for any bodily injury, material damage, or moral harm caused to third parties, unless such damage is proven to result from gross negligence or willful misconduct by Pet Odyssey staff. • To the extent permitted under applicable UAE law, we shall not be liable for any indirect, incidental, consequential, or punitive damages arising from the use of our services, including but not limited to loss of income, emotional distress, or injury to third parties, unless caused by gross negligence or intentional misconduct.
b) Animal behavior
• Clients must proactively disclose any history of aggression, biting, unpredictable behavior, or previous incidents. Pet Odyssey reserves the right to decline or terminate any service if the animal poses a safety risk. • Pet Odyssey may refuse or terminate service if the animal poses a danger. • In the case of incidents occurring between dogs during group walks or hikes, Pet Odyssey cannot be held liable for injuries unless gross negligence in supervision is demonstrated. Dogs are grouped based on compatibility and are kept under control, but interaction between animals inherently involves a level of risk. By accepting group walk services, the client acknowledges and accepts this risk.
c) In Case of incident
In case of an incident : • Our staff will act immediately to secure the environment and minimize harm. • If needed, Pet Odyssey may notify relevant authorities (municipal, police, or veterinary). • All related medical, legal, or veterinary expenses, as well as third-party claims, will be the sole responsibility of the pet owner. • Clients are strongly encouraged to maintain personal liability insurance that covers pet-related incidents.
16. Pet attacked or injured by a third party
a) Intervention & first aid
If your pet is injured by another animal or person during the course of our services, our staff will immediately intervene to secure the pet and, if necessary, seek emergency veterinary care. The owner will be informed as soon as possible.
b) Responsibility
• Pet Odyssey cannot be held liable for injuries caused by another animal or person outside our service except in cases of proven negligence.
c) Veterinary costs
All resulting medical or veterinary expenses are the sole responsibility of the pet's owner, regardless of the origin or identity of the aggressor. If the aggressor (person or animal) is clearly identified and legally liable, the owner may seek reimbursement or compensation directly from the responsible party through appropriate legal channels. Pet Odyssey will not mediate or be held financially responsible in such cases.
d) Reporting
• Pet Odyssey can provide a detailed report upon client request for insurance or legal use. • Clients are encouraged to maintain pet insurance or liability coverage.
17. Scheduling & timeframes
• Pet Odyssey aims to adhere to scheduled times as closely as possible. However, slight delays (e.g., due to traffic, weather, building access, or extended prior service) may occur. • No refund will be issued for reasonable delays if the full service is provided. • Group walks and dog hikes are scheduled within time slots (e.g., 9am–11am) due to route logistics. Pickup order may vary based on: ◦ Client location ◦ Traffic conditions ◦ Time needed for each animal • Pet Odyssey will do its best to respect the announced time slot and inform the client in case of major changes.
18. Medication administration
Upon client request, Pet Odyssey may administer simple medications during pet sitting services (e.g., pills, drops, syrup, ointment), under the following conditions :
a) Required Information
• The client must provide clear written instructions (dosage, frequency, duration), medication name and purpose.
b) Consent
• By requesting this service, the client acknowledges it is provided as a convenience by non- veterinary staff.
c) Limitations
• Pet Odyssey reserves the right to refuse administration if the treatment is complex, injectable, high-risk, or the pet is aggressive or uncooperative.
d) Liability
• Pet Odyssey is not liable for side effects, allergic reactions, or complications if the provided protocol is followed.
19. Modification and termination
We may modify these Terms at any time. Continued use of our services after any change implies acceptance of the updated Terms. We may suspend or terminate service in cases of non-payment, unsafe pet conditions, or breach of these terms.
20. Governing law
These Terms are governed by the laws of the United Arab Emirates. In case of a dispute arising from these Terms, the matter may first be referred to the relevant Free Zone Authority (Meydan Free Zone Authority) before escalation to the Dubai courts, as per applicable procedures.
