Terms & Policies

About these terms

These Terms & Policies govern your use of the services provided by Dragon Animal Care Center in Al Duhail South, Doha, Qatar — veterinary care, vaccination, grooming, dog training, pet hotel and boarding, pet travel and relocation, online consultations, memberships, and our pet pharmacy and shop. By booking an appointment, placing an order, or using any of our services, you accept these terms.

Clinical decisions are made by our licensed veterinary team in the best interest of your pet. Availability, prices and opening hours may change; we will always confirm details with you before proceeding.

By booking, ordering, ticking the acceptance box, or otherwise using our services, you confirm that you have read, understood and agree to be bound by these Terms & Policies — including the acknowledgement of risk and the limitation of our liability set out below. This acceptance is given each time you use our services, on your own behalf and on behalf of anyone you represent, and it is final and binding.

You confirm that you are at least 18 years old and are the owner of the pet, or are authorised by the owner to make decisions and accept these terms on their behalf. You are responsible for the accuracy of the information you provide and for any charges arising from the services you request.

Bookings, cancellations & rescheduling

Appointments, boarding and travel arrangements are confirmed subject to availability. You may cancel an appointment free of charge up to 24 hours before the scheduled time.

We offer one complimentary reschedule per appointment, provided you notify us at least 3 hours before the appointment. If you cancel without rescheduling, or do not attend, a no-show fee applies.

A hold booking is a paid service, not a refundable deposit. Once paid it is non-refundable, and it expires if it is not used within its stated period.

Prices and quotes are estimates given in good faith; the final amount may vary depending on your pet’s needs and the work actually carried out. Where treatment or additional services become necessary we will seek your approval where practical, and in an emergency you authorise reasonable charges to protect your pet’s welfare.

Refunds & returns

If an item arrives defective, damaged, incorrect or expired, you are entitled to a replacement, repair or refund in line with Qatar’s Consumer Protection Law (Law No. 8 of 2008). Please check your order on delivery and tell us at the time of delivery, or within 24 hours, so we can verify and put it right.

Other than defective items, we cannot accept returns or give change-of-mind refunds on pet food and treats, medicines and pharmaceuticals, or items that are worn, used or slept on (such as bedding, apparel, collars, harnesses and toys). This is for health and safety reasons, and because storage conditions after delivery — which matter in Qatar’s climate — cannot be verified once an item has left us.

Fees for services that have already been provided are non-refundable. Online consultation fees are non-refundable once the consultation has taken place, and pet-travel and relocation fees are non-refundable once the related documentation, testing or permit work has begun. Where a paid service has not yet started, please contact us and we will do our best to help.

Memberships are non-refundable and do not renew automatically (see Membership below).

Delivery

We deliver food, litter, supplies and medicine across Doha, same day where possible and otherwise the next day. Delivery is free for orders over QAR 150, and a flat QAR 20 for orders below that amount. Members enjoy free delivery on every order.

Orders can also be placed through Snoonu, Talabat and Rafeeq, where each platform’s own delivery terms and fees apply. Please make sure someone is available to receive your pet’s food and medication.

Boarding agreement

Every boarding pet must meet our health requirements: a minimum age of 4 months, microchipped, treated for ticks, fleas and parasites, and fully vaccinated (cats: feline vaccination and rabies; dogs: kennel cough, DHPPI and rabies), with no other medical conditions. A pre-boarding check-up (QAR 100) confirms your pet is fit to stay. These reflect Ministry of Municipality (Department of Animal Resources) requirements.

Hotel boarding is charged per calendar day; any check-in counts as one full day. Check-in is from 8:00am to 8:00pm and check-out is by 11:30am. Late collection may be charged as an additional day.

By leaving your pet in our care, you authorise us to seek and provide veterinary treatment, including emergency treatment, should it become necessary, and you accept responsibility for the related costs. We care for every animal diligently, but we are not responsible for pre-existing conditions or for items left with your pet, which remain at your own risk.

Even with our health requirements and attentive care, boarding carries risks inherent to housing animals — including stress, reduced appetite, and the possibility of illness (including contagious conditions, despite vaccination), injury, or escape. You accept these risks as part of boarding your pet with us.

If a boarding pet is not collected within 7 days of the agreed check-out date, boarding fees remain unpaid, and we are unable to reach you, we will continue to care for your pet and you remain responsible for all costs that accrue. After 14 days from the agreed check-out with no contact or payment, the pet may be treated as abandoned, and we may — acting reasonably and in the animal’s best interest — arrange for its rehoming or transfer to an appropriate authority or shelter, without giving up our right to recover unpaid fees.

Veterinary treatment, consent & liability

By using our veterinary services you consent to the examination and treatment recommended by our licensed veterinary team, and you accept financial responsibility for the services provided. In an emergency, and where you cannot be reached, you authorise us to provide the treatment we judge necessary to protect your pet’s welfare.

Sedation is used only rarely and in exceptional cases, and only with the consent of the owner, guardian or handler; an additional charge applies. Veterinary medicine cannot guarantee outcomes: we exercise reasonable professional skill and care, but we do not warrant any particular result.

Medications, vaccines and anaesthetics can, in rare cases, cause adverse or allergic reactions that cannot always be predicted, even when correctly selected and administered. By consenting to treatment you accept that such reactions are a known and unavoidable risk, and that we cannot guarantee against them.

Any procedure involving sedation, anaesthesia or surgery carries inherent risks — including anaesthetic complications, bleeding, infection, delayed or incomplete healing, unexpected findings, and, in rare cases, death — even when performed to a proper professional standard. Where time allows we will explain the main risks and obtain your consent before proceeding; in a genuine emergency we act in your pet’s best interest. We do not guarantee the success of any procedure or a full recovery.

Diagnosis and treatment are based on clinical judgement and the information available at the time. Some conditions are difficult to detect, may be masked by other symptoms, or may develop or change despite appropriate care.

Grooming

Grooming carries risks, particularly for anxious, aggressive, elderly, or heavily matted animals — including minor nicks or cuts, stress, and skin or coat reactions. De-matting or clipping can reveal pre-existing sores, irritation or skin conditions that were hidden beneath the coat and were not caused by grooming. Where an animal cannot be groomed safely without sedation, sedation is used only with your consent and carries its own risks (see Veterinary above). We groom with care and skill, but we cannot guarantee against these risks.

Dog training

Dog training improves behaviour, but it does not guarantee any specific result or 100% obedience. Outcomes depend on factors outside our control — including your dog’s temperament, age, health and history, and your consistency in applying what is taught at home. Training is not a medical treatment and is not a cure for behavioural conditions, and no method can guarantee that a dog will never disobey, react, or behave unpredictably in future.

You remain fully responsible for your dog’s behaviour and safety at all times, including during and after training, and for any harm your dog may cause.

Online vet consultations

Online consultations are offered subject to your acceptance of these terms and payment in advance; once confirmed, the system books your next available slot. An online consultation is professional advice based on the information you provide — it is not treatment, is not a substitute for an in-person examination, and does not guarantee any particular outcome or satisfaction. It is not suitable for emergencies — in an emergency please call +974 4441 1866 or visit us. As the consultation is itself the service, its fee is non-refundable once it has taken place.

Membership & loyalty programs

Our annual memberships (Economy, Gold and Platinum) provide priority — early reservations and priority holds — and free delivery on every order. Membership applies to your pet: one base animal is covered, with a surcharge for additional animals. Memberships are non-transferable, do not renew automatically, and are non-refundable.

The Hero’s Program supports rescuers, TNR volunteers and animal philanthropists holding a valid Qatar ID with more than 6 months’ validity, giving 15% off veterinary services and 15% off selected products. We also offer corporate programs with discounts for partner organisations. Program benefits may change over time.

Photos & marketing

We may take photos or videos of pets in our care for their records and, from time to time, to share on our website and social media. If you would prefer that images of your pet are not used for marketing, simply let us know and we will respect your choice. We will never publish your personal contact details.

Pet travel & relocation

For pet travel we provide veterinary health certificates, export and import documentation, the pet passport, rabies (RAT) blood sampling sent to a recognised laboratory, medical clearances, and coordination — we do not operate the flight itself. Requirements, approvals and any exemptions are set by the relevant authorities and destination countries and cannot be guaranteed by us; timelines depend on laboratories and authorities. We will advise you of the requirements for your destination and do our best to meet your travel date.

We cannot guarantee that any authority or airline will approve travel, or that your pet will not face quarantine, delay or refusal — those decisions rest with them. The process and its requirements (blood tests, vaccinations, microchipping, and any sedation used for transport) also carry health risks to your pet that are outside our control. We prepare everything to the required standard, but the outcome and your pet’s response are not guaranteed.

Your responsibilities & our liability

You are responsible for giving us accurate and complete information about your pet — including its species, age, health, medical history, vaccination status and behaviour — and for ensuring it meets our health requirements. Working with animals carries inherent risks — including stress, injury, illness, escape or, in rare cases, death — that can occur even when proper care and professional skill are used. By using our services you acknowledge and accept these inherent risks.

We provide our services with reasonable skill and care, but we do not guarantee any specific outcome or result — particularly for veterinary treatment, the grooming of anxious or sensitive animals, and dog training, where results depend on many factors outside our control. To the extent permitted by law, we exclude all warranties, conditions and representations that are not expressly set out in these terms.

To the fullest extent permitted by law, our total liability to you arising out of or in connection with any service — whether in contract, in tort (including negligence), or otherwise — is limited to the amount you paid for that service. We are not liable for any indirect, incidental, special or consequential loss, or for loss of profit, loss of opportunity or emotional distress, however arising.

We are not responsible for pre-existing conditions, or the worsening of a condition that was not disclosed to us; for the acts of independent third parties (such as external laboratories, airlines, delivery platforms or authorities); or for items and belongings left with your pet, which remain with us at your own risk.

You remain responsible for your pet’s behaviour, and you agree to indemnify us for any loss, injury, damage or claim caused by your pet to our staff, our premises, or to other animals or people in our care.

We are not liable for any failure or delay caused by events beyond our reasonable control, such as extreme weather, utility or network failures, or the actions of authorities. Any claim relating to a service must be raised with us in writing within 30 days of the service, so that we have a fair opportunity to investigate and respond.

Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded — including liability for death or personal injury caused by our negligence, for fraud, or for your statutory rights as a consumer under Qatari law. If any part of this section is found to be unenforceable, the remaining parts continue to apply in full.

Changes to these terms

We may update these Terms & Policies from time to time to reflect changes in our services or the law. The version published on this page is always the one that applies, with the date it was last updated shown below. By continuing to use our services after a change, you accept the updated terms.

Governing law & data protection

These terms are governed by the laws of the State of Qatar, including the Consumer Protection Law (Law No. 8 of 2008) and the Electronic Commerce and Transactions Law (Law No. 16 of 2010). We handle your personal data in line with Qatar’s Personal Data Privacy Protection Law (Law No. 13 of 2016) — see our Privacy Policy for details.

If you have a concern or complaint, please contact us first (see below) — we take every concern seriously and will do our best to resolve it quickly and fairly. These terms, and any dispute relating to them or to our services, are subject to the exclusive jurisdiction of the competent courts of the State of Qatar.

Contact us

Questions about these terms? Reach us on WhatsApp at +974 3377 5877, call +974 4441 1866, email [email protected], or visit Building 4, Ain Bin Bahar Street 964, Zone 31, Al Duhail South, Umm Lekhba, Doha, Qatar.