Last updated: 13/10/2026

These Terms and Conditions govern the use of vets24.ae and the services provided by Vets24 Veterinary Clinic LLC (“Vets24”, “we”, “us”). They apply when you visit our website, contact a branch, bring a pet to one of our clinics, use any of our pet services or place an order with our pet shop. By doing so, you confirm that you have read these terms and accept them. If you do not agree with them, please do not use the website or our services.

1: Who We Are and What We Offer

Vets24 is a veterinary practice with clinics in Ras Al Khaimah and Fujairah. Our offering covers:

• Veterinary care, including consultations, vaccination, laboratory testing, surgery, dentistry, dermatology, ophthalmology, orthopaedic care, endoscopy, spaying and neutering, and emergency care
• Pet services, which are grooming, boarding for cats and dogs, and pet relocation
• Transport, through our pickup and drop-off service for pets receiving care at Vets24
• A pet shop, selling food, treats, grooming products, and other supplies

Which services are available, and at which branch, may vary. Our team will confirm what applies to your pet when you contact us.

2: Appointments and Contacting Us

You can reach us through the website form, by phone or on WhatsApp, using the branch or shop contact details listed at the end of these terms. Sending an enquiry does not secure a particular date or time. An appointment is confirmed only when our team has agreed it with you.

Please arrive on time and let us know as early as possible if you cannot attend. Late arrivals or missed appointments may affect the time available for your pet, or require the visit to be rescheduled.

3: Emergencies

Our website states that our clinics provide emergency care around the clock. If your pet needs urgent attention, please contact the nearest branch immediately so that the team can prepare for your arrival. Emergency cases are assessed and treated according to clinical priority, which means waiting times can vary depending on the cases already in the clinic.

Information on our website, in our messages or on social media is not a substitute for a veterinary examination, and it should not be relied on to diagnose or treat an animal in distress.

4: Your Responsibilities as an Owner

When you bring a pet to us, or arrange a service for one, you confirm that you are the owner or are authorised to act on the owner’s behalf. You agree to:

• Give us accurate and complete information about your pet’s health, history, medication, behaviour and vaccination status
• Tell us about anything that could affect handling, such as a tendency to bite, scratch or become distressed
• Provide contact details at which we can reach you quickly, especially while your pet is in our care
• Follow the instructions, medication schedules and follow-up advice our team gives you

Incomplete or inaccurate information can affect diagnosis, treatment and safety, and we cannot accept responsibility for outcomes that result from it.

5: Examination, Treatment and Your Consent

Our veterinarians use their professional judgement to examine your pet, recommend tests and propose treatment. Where a procedure, surgery, anaesthesia or significant treatment is involved, we will explain the plan and the main points you should be aware of, and we will ask for your agreement before proceeding.

In an emergency, where delay could put an animal’s life or welfare at risk, and we cannot reach you, our veterinarians may take the action they judge necessary to stabilise and protect your pet. You remain responsible for the cost of that care.

6: No Guarantee of Outcome

Veterinary medicine involves variables that no practice can fully control. Every animal responds differently to illness, anaesthesia, surgery and medication. While we provide our services with reasonable skill and care, we cannot promise a particular result, recovery time or cure, and we are not responsible for outcomes that stem from the nature of the condition itself.

7: Fees, Estimates and Payment

Charges depend on the service, the tests and treatment involved, the medication and products used, and the time required. Estimates we give are based on what is known at the time and may change if your pet’s condition or needs change. Where further tests, procedures or hospitalisation become necessary, we will let you know before they go ahead wherever it is reasonably possible.

Our prices, packages and shop rates are subject to change. Payment methods and the timing of payment will be communicated to you at the point of service or order. Charges for consultations, follow-up visits, diagnostics and any other service apply as confirmed by the clinic at that time.

8: Medication and Prescriptions

Medication is supplied according to the veterinarian’s assessment of your pet. Please give it exactly as directed, and contact us if your pet has an unexpected reaction or if you have doubts. Medicines prescribed for one animal should not be given to another, and we are not responsible for problems arising from misuse or from instructions not being followed.

9: Boarding

Boarding is available for cats and dogs at our clinics. We look after boarded pets with reasonable care and routine supervision, and veterinary attention is available if a pet becomes unwell during a stay. You agree that we may arrange treatment for a boarded pet if we judge it necessary, and that you will cover the related costs.

Details such as the length of the stay, feeding instructions, medication, belongings and charges are agreed with you when the booking is made. Please make sure your pet is in good health at drop-off and that we know about any condition, medication or behaviour that matters. If you do not collect your pet on the agreed date and we cannot reach you, we may take reasonable steps to ensure the pet’s welfare, and additional boarding charges may apply.

10: Grooming

Grooming is carried out by our team with attention to your pet’s comfort. Please tell us about skin sensitivities, allergies, matted coats, injuries, and any behaviour that could affect the session. If a pet becomes distressed, shows signs of aggression or appears unwell, the groomer may stop the session or change the plan, and we may recommend a veterinary check. Coat condition can limit the style that is safely achievable, and the result may differ from what you had in mind.

11: Pet Relocation

Relocating a pet involves health checks, documentation, and regulatory requirements that differ from one destination to another. We help to coordinate these steps, including the health assessment, paperwork and arrangements for travel, but requirements are set by the authorities and carriers involved and may change.

You are responsible for providing accurate travel details and for allowing enough time to meet the requirements. We cannot be responsible for delays, refusals, extra costs or changes that arise from the decisions of authorities, airlines or other carriers, or from events outside our reasonable control.

12: Pickup and Drop-Off Service

Our pickup and drop-off service is intended for pets that are patients of Vets24 and are being taken to or from one of our clinics. Availability depends on your location and the branch, so please contact your nearest branch to confirm and to arrange timing.

This is a transport service only. It is not an ambulance service and does not include first aid or emergency treatment during the journey. If your pet needs urgent help, please contact the clinic directly.

13: Home Visits

Where a home visit is available and agreed with you, it is subject to the clinic’s confirmation of the location, timing and suitability of your pet’s needs for treatment outside the clinic. Some conditions require equipment or facilities available only at the clinic, and in those cases we may recommend that your pet is seen there instead.

14: Online Pet Shop

Products and availability. Products shown in our shop are subject to availability. Descriptions and images are provided for guidance, and packaging or product details may vary slightly.

Prices. Prices are shown in UAE dirhams (AED) and may change at any time without notice. The price that applies to your order is the one confirmed when you place it.

Orders. An order is accepted when we confirm it. We may decline or cancel an order, for example where an item is unavailable or where information provided is incomplete or incorrect, and we will let you know if this happens.

Delivery and collection. Delivery arrangements, areas, timing and any charges are confirmed with you when you order. Please provide an accurate address and contact number. Delivery times are estimates, not guarantees.

Food and health products. Please check that a product suits your pet’s age, size and health needs. If your pet has a medical condition or special dietary requirement, we recommend asking one of our veterinarians before using a product.

Problems with an order. If an item arrives damaged, incorrect, or defective, please contact the pet shop as soon as possible so that we can look into it. Whether an item can be returned, exchanged, or refunded depends on its nature and condition, and we will explain what applies in your case. Nothing in these terms limits any right you hold under applicable UAE consumer law.

15: Cancellations and Changes

Please tell us as early as you can if you need to cancel or change an appointment, boarding stay, relocation arrangement or transport booking. Where we have already reserved space, prepared documents, ordered items for you or carried out work, charges may apply for what has been done or committed. Any specific conditions will be explained when the booking is made.

16: Photographs, Videos and Updates

We may send you updates, photos or videos about a pet in our care, usually through WhatsApp. By giving us your number and contacting us through that channel, you agree that we may reach you this way regarding your pet. We will not publish images of your pet or yourself in our marketing or on social media without your permission where the images identify you.

17: Limits on Our Responsibility

We provide our services and maintain this website with reasonable skill and care. To the extent the law allows, Vets24 is not liable for indirect or consequential loss, or for loss, injury or damage resulting from information not disclosed to us, instructions not followed, the natural course of an illness, or events beyond our reasonable control, including supplier delays and the actions of authorities or carriers.

Nothing in these terms is intended to exclude or limit any liability or right that cannot lawfully be excluded or limited under UAE law.

18: Using Our Website

You agree to use vets24.ae lawfully and in a manner that does not interfere with its operation or other visitors’ use of it. You must not attempt to gain unauthorised access to the website or its systems, or submit false or harmful information through our forms.

The website is provided for general information about our clinics and services. We aim to keep it accurate, but we do not guarantee that every detail is complete or current at all times.

19: Intellectual Property

The text, images, logos, layout, and other material on vets24.ae belong to Vets24 or are used with permission. You may not copy, reproduce, distribute or modify any of it without our prior written consent.

20: Third-Party Platforms and Links

Our website and communications connect to services run by others, including WhatsApp, Google reviews and maps, and social media platforms. We do not control these third parties, and we are not responsible for their content, availability or practices.

21: Privacy

How we collect and use your personal information, including details about your pet, is explained in our Privacy Policy, which forms part of these terms.

22: Changes to These Terms

We may update these Terms and Conditions from time to time. Updates take effect once they are published on this page, and the “Last updated” date will show when the current version applies. Continuing to use the website or our services after an update means you accept the revised terms.

23: Governing Law

These Terms and Conditions, and any matter arising from them, are governed by the laws applicable in the United Arab Emirates.

24: Contact Us

For questions about these Terms and Conditions, 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