Last updated: 13/10/2026

Vets24 Veterinary Clinic LLC (“Vets24”) runs veterinary clinics in Ras Al Khaimah and Fujairah, together with grooming, boarding, relocation and transport services and a pet shop. This Privacy Policy describes the personal information we deal with when you visit vets24.ae, shop with us, contact one of our branches, or bring your pet in for care. Using our website or our services means you accept the practices set out below.

1: Information We Receive From You

What we hold depends on how you deal with us. In general, it falls into these groups:

• Contact details: your name, phone number and, where you provide one, an email address
• Enquiry and booking details: the branch you choose, your message, preferred dates and any questions you ask us
• Pet information: your pet’s name, species, breed, age, history, symptoms, vaccination status, test results, treatment notes and other details connected to the care we provide
• Location details: your address or pickup point, if you arrange pickup and drop-off, a home visit or delivery of shop items
• Order details: the products you choose, your delivery information and the details needed to complete a purchase from our online shop
• Relocation information: travel plans, destination details and documents your pet’s journey may require
• Communications: records of calls, WhatsApp conversations, photographs and videos exchanged with our team

You are free to decide what you share. Some services, however, cannot be provided properly without certain details, particularly those that relate to your pet’s health.

2: Ways You Can Reach Us

You can contact us through the form on our website, which asks you to select the Ras Al Khaimah or Fujairah branch, or directly through WhatsApp and phone. The branch and shop numbers are listed at the end of this policy. Anything you send through these channels reaches the team handling your request.

When messaging us, please avoid sending payment card details or passwords.

3: Information Gathered Automatically

When you browse vets24.ae, certain technical details are recorded by the website and the services connected to it. These typically include your device and browser type, the pages you view, the time you spend on them, and how you arrived at the site. We use this to understand how the website is being used and which parts help visitors most.

4: How We Use Your Information

We use personal information to:

1. Respond to you, including answering questions and returning calls or messages
2. Arrange appointments and services, such as consultations, boarding stays, grooming sessions and transport
3. Provide veterinary care, which includes examining, diagnosing, treating and monitoring your pet, and keeping the clinical records that go with it
4. Keep you informed, for example through updates on a pet who is under our care
5. Process shop orders and arrange delivery or collection
6. Prepare relocation paperwork and coordinate your pet’s travel
7. Keep business records, including billing and administration
8. Look after the website by reviewing how it performs and how visitors move around it
9. Meet legal obligations that apply to veterinary and commercial activity in the UAE

We do not use your information for purposes unrelated to the above without letting you know.

5: Pet Health Records

Records about your pet’s condition and treatment are kept by the clinic that provides the care. They are used by our veterinary team to deliver continuing treatment, follow up on results, and maintain an accurate history. Because these records are linked to you as the owner, we handle them with the same care as other personal information. Access is limited to staff who need it for their role.

6: Cookies and Similar Technologies

Our website may use cookies and similar technologies to remember preferences, support the online shop and understand general visitor behaviour. You can limit or delete cookies through your browser settings. Doing so may affect how parts of the website work, including the shopping cart.

7: Who We Share Information With

Your information is available to our own veterinary, reception, grooming, boarding and shop teams where they need it. We may also share it, to the extent needed, with:

• Service providers that support our website, online shop, messaging or day-to-day operations
• Laboratories, specialists or other professionals involved in your pet’s diagnosis or treatment
• Transport and relocation partners, and the relevant authorities, where a travel or import arrangement requires documents or details to be submitted
• Authorities and regulators, where we are obliged to disclose information by law or a lawful request
• Professional advisers, such as accountants or legal counsel, who are bound by confidentiality

8: Third-Party Platforms

Our website and communications rely in part on services run by other companies. These include WhatsApp for messaging, Google for reviews and maps, and our branch and shop pages on Facebook, Instagram and TikTok. When you use these platforms, the provider may collect information under its own policies, which we do not control.

Reviews you post on Google are public and are managed by Google, not by Vets24.

9: Where Information May Be Processed

Some of our service providers operate outside the UAE, so certain information, such as website data or messages sent through global platforms, may be handled in other countries as part of how those services work. Where a pet relocation involves another country, the details needed for that journey will necessarily be shared with the parties and authorities involved there.

10: How Long We Keep Information

We keep personal information for as long as it is needed for the reasons described in this policy. Clinical, business and accounting records may need to be kept for longer, in line with professional and legal requirements. Once information is no longer required, we aim to delete it or make it anonymous.

11: Keeping Information Secure

We apply reasonable organisational and technical measures to protect the information we hold from loss, misuse and unauthorised access. Access is restricted to staff who need it for their work. Even so, no website, device or means of sending information online is completely secure, so we cannot guarantee absolute protection.

12: Your Choices and Requests

You may ask us to:

• Tell you what personal information we hold about you
• Correct details that are wrong or out of date
• Delete information we are not required to keep
• Stop contacting you through a particular channel

Please contact the relevant branch using the details below. We may ask you to confirm who you are before acting on a request, and we will respond within a reasonable time. Some clinical and business records must be kept for legal reasons, and we will explain this if it applies to your request.

13: Visitors Under 18

Our website and services are intended for pet owners and adults. We do not knowingly collect personal information from anyone under 18, and we ask that anyone younger involve a parent or guardian before contacting us.

14: Changes to This Policy

We may revise this Privacy Policy when our website, services or legal obligations change. The “Last updated” date shows when the current version took effect. Please check this page from time to time.

15: Contact Us

For questions or requests about this Privacy Policy, please contact the branch you deal with:

Vets24 Veterinary Clinic LLC

Ras Al Khaimah Branch
Al Refaa, Sheikh Mohammed Bin Salem Rd, E11, Ras Al Khaimah, UAE
Phone / WhatsApp: +971 50 487 6041
Landline: 07 243 6600

Fujairah Branch
Al Basrah St, Al Faseel, Fujairah, UAE
Phone / WhatsApp: +971 58 889 7500
Landline: 09 501 3279

Pet Shop
Phone / WhatsApp: +971 50 541 2089