Terms of Service

"Services" means all pet transportation, transit, relocation, and related offerings provided by Fetch, including one-way trips, round-trip transportation, airport transfers, inter-Emirate travel, accompanied pet journeys (where Customer travels with pet), unaccompanied pet transportation (where our trained handlers care for your pet), and any ancillary services. "Pet" refers to any domestic animal accepted by Fetch for transportation, including dogs, cats, birds, and other animals as determined by Fetch at our sole discretion.

Fetch provides professional pet transportation services exclusively within the United Arab Emirates. All Services are subject to availability and must be booked in advance through our designated channels including phone, WhatsApp, email, or online booking system. We reserve the right to refuse, decline, or cancel any booking request at our sole discretion without obligation to provide justification. Certain routes, Emirates, destinations, or time slots may have limited capacity or availability.

You must be at least 18 years of age to use the Platform and book Services. By using the Platform, you represent and warrant that you possess legal capacity to enter into binding agreements under UAE law.

You are solely responsible for:

• •Maintaining confidentiality and security of account credentials and login information
• •All activities conducted under your account, authorized or unauthorized
• •Providing accurate, complete, current, and truthful information regarding pickup/drop-off locations, pet details, health status, behavioral characteristics, vaccination records, emergency contacts, and any other information requested
• •Immediately notifying Fetch of any unauthorized account access or security breaches
• •Updating your information promptly when changes occur

Providing false, misleading, incomplete, or inaccurate information may result in immediate service cancellation, account suspension or termination, forfeiture of all fees paid without refund, and legal action.

All bookings must be made through authorized Fetch channels. When booking Services, you must:

• •Provide complete and accurate pickup and drop-off addresses, including building names, apartment numbers, gate codes, parking instructions, and security access information
• •Disclose all relevant pet information including species, breed, age, weight, size, temperament, behavioral issues, aggression history, medical conditions, allergies, medications, special dietary needs, and any other characteristics affecting safe transportation
• •Provide current vaccination certificates and health records as required by law and Fetch policy
• •Specify any special handling requirements, accessibility needs, or service preferences
• •Maintain open and clear communication throughout the booking and service delivery process

For unaccompanied pickups, you must provide all necessary access information and ensure proper communication channels remain operational. Route changes, destination modifications, or service variations during transit may incur additional charges.

All fees must be paid in accordance with our published rates at the time of booking confirmation. We accept card payments (Visa and MasterCard in AED) processed through our secure, PCI-compliant payment gateways.

Additional Charges and Fees:

• •Round-trip bookings include 30 minutes of complimentary waiting time. Additional waiting time is charged at AED 20 per 15-minute increment.
• •Services scheduled between midnight and 7:00 AM incur an additional AED 75 surcharge per booking.
• •Route modifications, destination changes, or service variations during transit may result in distance-based additional charges.
• •Regulatory compliance delays, re-attempt fees, or penalties arising from Customer non-compliance will be charged to Customer.

We reserve the right to modify pricing, fees, or charges at any time without prior notice. Price changes do not affect confirmed bookings with completed payment.

Cancellations made more than 90 minutes before scheduled pickup time are permitted without penalty. Cancellations made within 90 minutes of scheduled pickup will result in forfeiture of all fees paid. No-shows will result in complete forfeiture of all paid fees without exception.

Refunds, when applicable and approved at our sole discretion, will be processed for:

• •Valid and timely cancellations as specified above
• •Services not completed due to Fetch's gross incompetence, gross negligence, or willful misconduct (refund limited to unused portion only)
• •Services provided are materially and substantially different from those described on the Platform
• •Emergency situations preventing service delivery, evaluated case-by-case at our discretion

Approved refunds will be credited to the original payment method within 7–14 business days.

Customer Responsibilities:

• •You must provide current, valid vaccination certificates before service commencement.
• •You must declare all behavioral issues, aggression history, biting incidents, medical conditions, chronic illnesses, allergies, sensitivities, medications, or other characteristics affecting safe handling.
• •You confirm your pet has not been exposed to communicable diseases within 30 days prior to service and is fully vaccinated according to UAE law.
• •You declare your pet has never shown aggression resulting in biting, injury, harm, or death to another animal or person. If your pet causes harm during our care, you agree to pay all associated costs and assume complete liability.

Fetch's Commitment to Safety:

• •Our vehicles are equipped with proper safety restraints, secure crates, carriers, climate control systems, and ventilation.
• •All drivers and handlers receive training in pet care, safety protocols, emergency procedures, and animal handling techniques.
• •Vehicles are sanitized, disinfected, and cleaned after each journey.
• •For unaccompanied travel, trained handlers provide regular updates via messages, photos, or videos as requested.

Due to inherent uncertainties of travel and factors beyond our control, we cannot offer unconditional guarantees. We strongly encourage Customers to maintain comprehensive pet insurance for additional protection.

If your pet becomes ill, injured, or requires veterinary care during our Services, you hereby authorize Fetch to consult with your designated veterinarian and make reasonable efforts to transport your pet to your stated veterinary facility. If immediate emergency care is required and your veterinarian is unavailable, you grant Fetch permission to seek immediate medical attention at the nearest available veterinary clinic.

You are solely responsible for all costs associated with emergency veterinary care, including consultation fees, examination costs, diagnostic tests, treatments, medications, hospitalization, and surgical procedures. Fetch will make reasonable efforts to contact you before authorizing non-emergency treatments.

You are solely and exclusively responsible for ensuring your pet and requested Services comply with all applicable federal laws, Emirate regulations, municipal ordinances, and government requirements. This includes but is not limited to:

• •Pet registration requirements with relevant municipal authorities
• •Mandatory microchipping and identification compliance
• •Vaccination records, health certificates, and medical documentation
• •Government permits, licenses, or authorizations required for pet ownership or transportation
• •Breed-specific regulations, restrictions, or prohibitions
• •Processing through government portals such as TAMM (Abu Dhabi) or other mandatory registration systems

Fetch is not affiliated with, endorsed by, or representing any government authority, regulatory body, or official portal including but not limited to TAMM or other Emirate registration systems.

To the fullest extent permitted by the laws of the United Arab Emirates, Fetch Pets Relocation Services LLC, its affiliates, directors, officers, employees, agents, and partners shall not be liable for any indirect, incidental, special, consequential, punitive, exemplary, or cover damages arising from or related to your use of our Services, Platform, or this Agreement.

Our maximum aggregate liability for any and all claims shall be strictly limited to the actual amount you paid to Fetch for the specific service giving rise to the claim during the one-month period immediately preceding the first event giving rise to liability.

Fetch shall not be liable for loss, damage, death, injury, illness, or harm to your pet occurring during transportation handled by third parties including airlines, cargo carriers, freight companies, or other third-party service providers.

You agree to defend, indemnify, and hold harmless Fetch Pets Relocation Services LLC, its affiliates, directors, officers, employees, agents, and partners from and against any and all claims, liabilities, losses, damages, costs, and expenses (including reasonable attorneys' fees) arising from or related to:

• •Your use or misuse of our Platform or Services
• •Your violation of any provision of this Agreement
• •Your pet's behavior, aggression, biting, injury, or harm caused to persons, animals, or property during transportation
• •Your provision of false, misleading, inaccurate, or incomplete information
• •Your failure to disclose behavioral issues, aggression history, or medical conditions
• •Your non-compliance with regulatory requirements or legal obligations

Our Platform and Services are provided on an "as is" and "as available" basis without warranties of any kind, either express or implied. To the fullest extent permitted by law, Fetch expressly disclaims all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Our Platform may contain links to third-party websites, applications, services, or resources. We do not endorse, are not responsible for, and make no representations regarding any third-party services. You irrevocably waive any claim against Fetch regarding third-party services.

All content, materials, trademarks, service marks, logos, graphics, designs, images, text, software, and intellectual property displayed on or incorporated into our Platform are the exclusive property of Fetch Pets Relocation Services LLC or our licensors. You may not reproduce, distribute, modify, or otherwise use any portion of our Platform or intellectual property without express written permission from Fetch.

You are expressly prohibited from using the Platform or Services for any unlawful purpose, to violate applicable laws or regulations, to infringe upon intellectual property rights, to submit false or misleading information, to upload viruses or malicious code, or to interfere with security features of the Platform.

Your use of our Services is governed by our Privacy Policy, which describes how we collect, use, store, protect, and share your personal information. We process payments through secure, PCI-compliant payment gateways and do not store complete credit card information on our systems.

The United Arab Emirates is our country of domicile. Fetch operates the Platform from the UAE. We will not trade with or provide services to OFAC sanctioned countries or entities in accordance with UAE law.

This Agreement shall be governed by and construed in accordance with the laws of the Emirate of Dubai and the Federal Laws of the United Arab Emirates. The exclusive jurisdiction for any disputes shall be the courts of Dubai, United Arab Emirates.

Fetch reserves the right to modify, amend, or revise this Agreement at any time, effective upon posting of the updated version on the Platform. Continued use of the Platform or Services after modifications constitutes your acceptance of the updated terms.

If any provision of this Agreement is determined to be illegal, invalid, or unenforceable by a court of competent jurisdiction, such provision shall be modified to the minimum extent necessary to make it enforceable. All remaining provisions shall remain in full force and effect.

You may not assign, transfer, or delegate any of your rights or obligations under this Agreement without Fetch's prior written consent. Fetch may freely assign any or all of its rights and obligations, including as part of a merger, acquisition, or sale of assets.

This Agreement, together with our Privacy Policy and any other policies referenced herein, constitutes the entire agreement between you and Fetch Pets Relocation Services LLC concerning your use of our Platform and Services.

For questions, concerns, or inquiries regarding these Terms of Service, please contact us through our website at www.gofetch.ae.