Pet owner – Terms and obligations

1. OVERVIEW

1.1. As a Pet Owner, we would like to make your Pet Watch experience as smooth and convenient as possible for you and your furry family members! In order to do so we have put together a list of obligations and terms that are specific to you and that apply to Pet Owners only.

1.2. The specific obligations contained herein together with the Terms & Conditions, Privacy Policy and any other policies provided on the Platform shall form the entire understanding between the Owner and Pet Watch/MAM and shall supersede all prior agreements and understandings.

1.3. Terms that have been defined in the Terms & Conditions shall have the same meaning under these obligations.

2. ACCOUNT CREATION & ACTIVATION

2.1. To create an account on the Platform, you will need to submit certain required information/documentation (“Account Information”) as prompted which includes but is not limited to:

2.1.1. Basic Profile (Name, photo, bio, DOB, gender, email, location)
2.1.2. Pet Profile (Name, photo, gender, type, height, weight, age, breed, registration no., vaccination card, passport, bio);
2.1.3.Identification & verification documents (Identity Proof, Address Proof, Bank Account/Credit Card Details).

2.2. We may amend or revise the required Account Information anytime, the above is not an exhaustive list, it is for illustration purposes, the full list of requirements shall be available to you during your Account creation;

2.3. Once all Account Information is submitted, your Account shall be under verification. Pet Watch reserves the right to accept or reject any account application as per our sole discretion of fulfillment of requirements;

1. Once Pet Watch approves your Account, your Account will then be live and you will be able to start booking Service Requests and communicating with Sitters.

3. SERVICES REQUEST BOOKING & MANAGEMENT

3.1. All pet Owners who are registered and have access to Pet Watch must ensure to comply with the following obligations. Failure to comply may result in the disruption of your Pet Watch experience as mentioned under the Non-Compliance clause of the Terms & Conditions.

3.1.1. Be responsible for vaccinating your pet(s) and ensure to upload your pet’s latest vaccination card to be able to use the Platform, updating their profile, and notifying your Sitter in writing through the Platform should your pet(s) have any illnesses, medical conditions, or allergies they need to be aware of before the booking of any Service Request;

3.1.2 We understand that your pets are important to you, and their health and well-being are your top priority. Please keep in mind that while Services are being provided, you will be directly responsible for any veterinary treatment your pet(s) may need. This includes any medical attention, medication, or other treatments that may be necessary to keep your pet(s) healthy and safe. We ask that you make the necessary arrangements ahead of time to ensure that your pet(s) are in good health and have access to appropriate veterinary care if needed. If you have any concerns or questions about your pet(s) health during the Service, please promptly communicate with the Sitter.

3.1.3. Ensure that no pet(s) left under the care of a Sitter is inherently dangerous, aggressive or has ever caused or may reasonably be expected to cause a person or animal any physical harm;

3.1.4. Communicate the essential details of your pet(s) and the respective Service(s), in writing via the Platform at the time of the Service Request and face-to-face at the time the Service(s) was booked for, while clearly setting out your expectations (“Handover”);

3.1.5. Inform and notify the Sitter and disclose to Pet Watch any special requirements, behaviours, allergies, dietary restrictions, if any, along with possible reactions and treatment options relating to your pet(s) in writing via the Platform at the time of the Service Request and provide special arrangements if required during Handover.

3.1.6. You must ensure that the information provided regarding your pets’ allergies is accurate and up-to-date. Any changes to your pet’s allergies or medical conditions should be promptly communicated to Pet Watch and the designated Sitter. Failure to disclose any special requirements or conditions, if applicable, may result in penalties as per the Non-Compliance Clause at Pet Watch’s discretion. Further, please note that a Sitter is entitled to reject a Service Request in case they are unable to manage the disclosed information, for the safety of your pet(s). In case of non-disclosure of any health related requirements or concerns pertaining to your pet(s) or the disclosure of inaccurate/missing information, Pet Watch shall in no way be liable or responsible for any adverse effects or consequences that may arise as a result of such non-disclosure;

3.1.7. While every reasonable effort will be made to prevent allergen exposure, it is acknowledged that allergies can sometimes be unpredictable and may manifest despite the utmost care taken. Therefore, Pet Watch shall not be held liable for any allergic reactions or related issues experienced by the pet during or after Service.

3.1.8. Inform and notify the Sitter on the Platform if you will be abroad/travelling during the time of the Service and provide the details of an emergency contact that is residing in the UAE on your profile before booking any Service Request;

3.1.9 In the unlikely event of an emergency or allergic reactions, you shall be responsible for arranging and incurring any required costs including but not limited to vet treatments, medication, consultations for your pet(s), either directly or via the listed emergency contact;

3.1.10. Provide the Sitter with detailed feeding instructions in relation to food and treats for your pet(s) in writing via the Platform and during Handover, if applicable;

3.1.11. If your pet(s) drink bottled water, please ensure to provide the same during Handover, otherwise additional charges will apply;

3.1.12. Evaluate the suitability of the Sitter by thoroughly reviewing the Sitter’s profile on the Platform and directly communicating with the Sitter where appropriate;

3.1.13. Ensure that all information listed on your profile and your pet(s)’ profile is accurate and up to date before booking any Service Request;

3.1.14. Ensure not to have any pet(s) present at the property which aren’t explicitly disclosed when booking the Service(s) unless they do not require any care;

3.1.15. You shall be solely responsible for your personal belongings. Pet Watch shall not be held liable or responsible for any damage, loss, or theft of any of your property or personal belongings that may occur during the provision of the Services.

3.1.16. Adhere to all these Terms, Privacy Policy, and any other policies in relation to the use of this Platform;

3.1.17. Pay for the required Service(s) via the payment channels available on the Platform in advance of the Service(s). If you require additional Service(s), please ensure to modify your Service Request as soon as possible and note that there will be additional costs for the same.

3.1.18. At Pet Watch, we value respectful and courteous communication between all Users, including Sitters and pet Owners. We’d like to ask that you interact with Sitters politely and respectfully, whether through Platform communication or face-to-face interactions outside the Platform. Please understand that Pet Watch has a zero-tolerance policy for rude or disrespectful behavior between Users. We believe that all Users should be treated with kindness and respect, and we expect all Users to uphold these values in their interactions. Thank you for helping us maintain a positive and respectful community for pet lovers.

4. GUIDELINES FOR THE INTERACTION OF SITTERS & OWNERS

4.1. For the purpose of protecting your rights as an Owner, we have laid out the below guidelines to govern your interaction with the Sitters on the Platform:
4.1.1. Given that you will be communicating with the Sitters from the point of making a Service Request till the completion of the Service, please ensure that all communication takes place in writing through the Platform including but not limited to:
4.1.2. Communication with the Sitters prior to the Service;
4.1.3. Any additional instructions prior to or during the Service;
4.1.4. Any and all instructions, requirements pertaining to the Service.
4.1.5. Do note that any communication taking place outside of the Platform will not be considered by Pet Watch in case of a dispute pertaining to any of the Service Requests;
4.1.6. To ensure that Pet Watch remains to be a safe environment, please also ensure that:
4.1.7. All communication on the Platform is limited to the Service, no other communication with the Sitters;
4.1.8. Do not share any confidential information with anyone on the Platform;
4.1.9. For your safety and privacy, we ask that you do not request any personal information, documents, or contact details from Sitters on the Pet Watch Platform. All the information and communication channels required for booking and managing pet Services will be available on the Platform. Our goal is to ensure that all Users’ personal information is kept safe and secure while using the Platform. By following this rule, you can help us maintain a secure and trusted community for pet lovers;
4.1.10. Refrain from using any inappropriate, offensive or rude language on the Platform.

5. PAYMENT TERMS

5.1. You will not be charged for registering an Account. However, you will be required to make a payment for the Services through the Platform (including any tax on the purchase price, if any) as per the Terms.

5.2. At Pet Watch, we understand that unexpected circumstances may arise that could lead to Service cancellation. We will do our best to help you find alternative arrangements for your pet(s) in such situations. If we need to cancel any services for any reason, we will do so without any charge to you. Our team will work with you to find other Sitters or solutions to ensure that your pet(s) receive the care they need. We value your trust in our services and are committed to delivering the best possible experience for you and your pet(s).

5.3. The following payment terms shall apply to the Owners:
5.3.1. By booking a Service Request, you authorise us and/or our third-party payment processer to process your credit/debit card details for the amount of your Service Request. Visa or MasterCard debit and credit cards in AED will be accepted for payment. We accept payment in United Arab Emirates Dirhams (“AED”) only by:
5.3.2. Visa, MasterCard or American Express credit/debit card;
5.3.3. Apple Pay;
5.3.4. Google Pay.
5.3.5. In order to authorise credit/debit card payments, we may be required to create an account for you with our third-party payment processors, including accepting their standard terms and conditions and submitting your details to them on your behalf. You hereby authorise us to do so and we shall not be liable to you for any damage or loss you may incur as a direct or indirect result of making payments on the Platform through these third-party payment processors.
5.3.6. Acceptable modes of payment may be amended/updated at any time without prior notice to you.
5.3.7. Service(s) may be cancelled for any reason after the Service Request is made without any charge before One (1) hour of the Service date for Short Service Requests and Twenty-Four (24) hours for Long Service Requests, subject to the Cancellation Policy. Please refer to the Cancellation Policy for more information.