Terms of Service

Effective 1st December, 2023

Welcome to Petsoo!

These terms and conditions (“Terms of Service”) govern all users (“you” or “your”) and the use of the Petsoo website and its affiliates and subsidiaries (collectively, “Petsoo”, “we”, “our” or “us”). These Terms of Service apply to all Petsoo websites (www.petsoo.ae together with any other Petsoo websites, the “Sites”), as well as to any downloadable applications that Petsoo makes available (the "Apps" and, together with the Sites, the "Platforms"), and all services provided by Petsoo via the Sites, including without limitation, our subscription boxes, individual products and gift services (collectively, the “Services”).

By using the Platforms or purchasing the Services, you acknowledge that you have read, understood, and agree to these Terms of Service. Petsoo reserves the right to change these Terms of Service from time to time, for any reason, and any modifications will be effective upon posting on the Platforms. It is your responsibility to review these Terms of Service regularly.

1. Acceptance of Terms

1.1 By using the Platforms or subscribing to our Services, you indicate your unconditional acceptance of the following Terms of Service. Please read them carefully, as they may have changed since your last visit.

2. Subscription Services

2.1 Subscription Plans: Various subscription plans are available containing pet-related products, including but not limited to pet food, toys, and accessories.

2.2 Subscription Duration: Subscriptions can be weekly, fortnightly, monthly, quarterly, or annually, as specified in the selected plan. 

3.3 Renewal: Your subscription will automatically renew for a new subscription period of the same amount of time, until you choose to cancel your subscription.

3. Billing and Payments

3.1 Payment: By subscribing to Petsoo’s Services, you authorize and approve the charge of the applicable subscription fee to your chosen payment method.

3.2 Billing Cycle: The subscription fee will be charged automatically at the beginning of each billing cycle, according to the selected plan.

3.3 Payment Method: You are responsible for providing and maintaining valid and updated payment information. Failure to do so may result in the suspension or termination of your subscription.The following credit cards are accepted at this time: Visa, MasterCard, American Express, GooglePay and ApplePay.

3.4 Payment Provider: Petsoo uses a third party payment service in lieu of directly processing your debit or credit card information. By submitting your card information, you grant Petsoo the right to store and process your information with the third party payment service, which may be changed from time to time. All financial matters regarding your card information are subject to the conditions of the third party payment service provider's terms of service and privacy policies.

3.5 Price Changes: Petsoo reserves the right to change subscription prices with notice. Continued use of the subscription service after such changes constitutes your acceptance of the new pricing.

3.6 Tax: You may be charged, and you agree to pay, local sales taxes or VAT, where applicable.

4. Cancellation and Refunds

4.1 Cancellation:

For subscription boxes, you may cancel your subscription at any time before the renewal date to avoid being charged for the upcoming shipment. Once a subscription box has been processed and shipped, it cannot be cancelled.

4.2 Refunds:

At Petsoo, we strive to provide the highest quality products and service to our valued customers. Please take a moment to review our Refunds and Returns policy to ensure a smooth and enjoyable shopping experience.

Petsoo does not accept returns or issue refunds for subscription or one-time box purchases. We carefully curate each box with premium treats, toys, and accessories to ensure the utmost satisfaction for your pets and our team takes extensive measures to hand-pack and ship your items securely. Due to the nature of our business, we cannot accept returns or refunds for items once they have been shipped.

In exceptional cases, where the products have been severely damaged during transit, please contact us within 48 hours on hello@petsoo.ae. Include your order number, a detailed description of the damage, and clear photographs of the damaged items and packaging.

Our team will then review your case and may request additional information or images to assess the extent of the damage. If the damage is confirmed, we will provide you with a replacement for the damaged items or, at our discretion, issue a refund for the affected portion of your purchase.

4.3 Loss or Damaged Items:

For any claims or complaints, you must notify Petsoo within 30 days of the date of your purchase if you believe all or part of your order is missing or damaged. Replacement of products and compensatory credits to your account are subject to investigation by Petsoo and your account will be credited at Petsoo’s sole discretion. Repeated claims of undelivered or damaged merchandise may result in the cancellation of your membership.

5. Shipping and Delivery

5.1 Delivery: Petsoo or a third-party shipping company will ship such products to the address you provide in the course of ordering such products. Reasonable efforts will be made to deliver products in a timely manner. However, Petsoo is not responsible for delays due to circumstances beyond its control.

5.2 Shipping Charges: Subscription fees do not include shipping charges unless explicitly stated. Shipping charges, if applicable, will be communicated to you before completing the purchase.

6. Product Availability and Changes

6.1 Product Availability: Petsoo reserves the right to change the products available for subscription and their corresponding prices at any time without notice.

6.2 Substitute Products: In the event that a subscribed product becomes unavailable, we may substitute it with a similar product of equal or greater value. Wherever possible, any substitutions will be communicated to you via phone or email.

7. Account Information

7.1 You agree to provide accurate and complete information when creating and maintaining your account.

7.2 You are responsible for maintaining the confidentiality and security of your account information and for all activities that occur under your account.

8. Termination

8.1 Termination by Petsoo: Petsoo reserves the right to terminate or suspend your subscription at Petsoo’s sole discretion, without notice, for any reason, including but not limited to a breach of these Terms of Service. You agree that Petsoo is not liable to you or any third party for any termination of your access to Petsoo’s Platforms or Services. 

8.2 Termination by User: You may terminate your account at any time through the account page on the Platform. Even after your Petsoo account is terminated, these Terms of Service will remain enforceable.

9. Governing Law

9.1 These Terms of Service shall be governed by and construed in accordance with the laws of the United Arab Emirates.

10. User Access

10.1 You are responsible for obtaining any equipment and Internet service necessary to access the Platforms and for paying any fees for the equipment and service you select. Petsoo may alter, suspend, or discontinue the Platforms, or the Services in whole or in part, at any time and for any reason, without notice. Petsoo may restrict access to portions of the Platforms and/or Services, for some or all users, from time to time. The Platforms may also periodically become unavailable due to maintenance or malfunction of computer equipment or for other reasons.

11. Website Content

11.1 Users have a personal, non-transferable, non-exclusive right to access and use the Content of the Platforms subject to these Terms of Service. The term “Content” means all information, text, images, data, links, software, or other material accessible through the Platforms, or Services, whether created by Petsoo or provided by another person for display on the Platforms, or through the Services. The Content may contain typographical errors, other inadvertent errors or inaccuracies. Petsoo reserves the right to make changes to document names and content, descriptions or specifications of products or services, or other information without obligation to issue any notice of such changes. You may view, copy, download, and print Content that is available on the Site or through the Services, subject to the following conditions:

1. The Content may be used solely for internal informational purposes. No part of the Site or its Content may be reproduced or transmitted in any form, by any means, electronic or mechanical, including photocopying and recording for any other purpose.

2. The Content may not be modified.

3. Copyright, trademark, and other proprietary notices may not be removed.

Nothing contained on the Platforms should be construed as granting, by implication, estoppel, or otherwise, any license or right to use the Platforms or any Content displayed on the Platforms, through the use of framing or otherwise, except: (a) as expressly permitted by these terms of use; or (b) with prior written permission or the permission of such third party that may own the trademark or copyright of material displayed on the Platforms.

12. User Registration

12.1 Registration: Some of the Services are reserved for registered users. In order to become a registered user (a “Client”) Petsoo will ask you to complete a registration form and provide a username or email and create a password (“Login Credentials”). During any such registration, you are required to give truthful contact information (such as name and email address) in accordance with these Terms of Service. Certain Services may also require additional information, such as credit card information and information about your pet. You are responsible for protecting your Login Credentials from unauthorized use, and you are responsible for all activity that occurs on your account (including without limitation financial obligations). You agree to notify Petsoo immediately if you believe that your Login Credentials have been or may be used without your permission so that appropriate action can be taken. Petsoo is not responsible for losses or damage caused by your failure to safeguard your Login Credentials. For your convenience as a Petsoo user or subscriber, all information that you provide to Petsoo is subject to Petsoo’s Privacy Policy. You are responsible for keeping your registration information up to date through your account page.

12.2. Acknowledgement to Receive Email or Push Notifications: In order to start your ongoing subscription, you must register as a member on the applicable Platform. All information that you provide to Petsoo, including your credit card information, is subject to Petsoo’s Privacy Policy. You are responsible for keeping your registration information up to date through the account page on the Platforms. As a registered user of Petsoo, you agree to receive emails promoting special offer(s), including third party offers. Petsoo may from time to time send you push notifications or email messages with information about upcoming events, or information about the Services from Petsoo and its partners. You may opt-out from receiving correspondence from Petsoo by clicking on the "Unsubscribe" link in any promotional email.

13. International Access

13.1 The Platforms may be accessed from countries other than the United Arab Emirates. However, the Services are currently only available within the United Arab Emirates. If you access and use the Platforms outside the United Arab Emirates then you are responsible for complying with your local laws and regulations.

14. Intellectual Property Rights

14.1 Unless otherwise noted, all Content contained on the Platforms is the property of Petsoo FZC and/or its affiliates or licensors, and is protected from unauthorized copying and dissemination by United Arab Emirates copyright law, trademark law, international conventions and other intellectual property laws. Product names are trademarks or registered trademarks of their respective owners. Petsoo Content is protected by copyright, trademark, patent, trade secret and other rights of Petsoo and its licensors, and, as between you and Petsoo, Petsoo retains all rights in the Petsoo Content, the Services and the Platforms, provided that, you have a non-transferable, non-sublicensable, non-exclusive, revocable, and limited right to access and use the Services, the Platforms and Petsoo Content solely for your use of the Services, subject to these Terms of Service.

14.2 You shall not remove, alter or conceal any copyright, trademark, service mark or other proprietary rights notices incorporated in or accompanying Petsoo Content and you will not reproduce, modify, adapt, prepare derivative works based on, perform, display, publish, distribute, transmit, broadcast, sell, license or otherwise exploit the Petsoo Content. The service marks and trademarks of Petsoo, including without limitation “Petsoo”, and the logos, service marks and trademarks used and owned by Petsoo belong exclusively to Petsoo FZC. Any other trademarks, service marks, logos and/or trade names appearing via the Platforms are the property of their respective owners. You may not copy or use any of these marks, logos or trade names without the express prior written consent of the owner.

14.3 You may only use the Petsoo Content for your internal informational purposes in compliance with all laws and regulations that apply to you. You may not resell or use the Services to provide services to any third party. You may not reproduce or transmit any part of the Services or the Petsoo Content in any form, by any means, electronic or mechanical, including photocopying and recording for any other purpose. You may not modify, alter, or prepare derivative works based on the Petsoo Content, or distribute copies of or publicly distribute, perform or display the Petsoo Content, including without limitation by posting the Petsoo Content on any network computer or distributing the Petsoo Content on or in any media, except as Petsoo may permit on a case-by-case basis. III. You may not remove copyright, trademark, and other proprietary notices from the Petsoo Content. Nothing contained within the Services should be construed as granting, by implication, estoppel, or otherwise, any license or right to use the Services or any Petsoo Content displayed on the Platforms, through the use of framing or otherwise, except: (a) as expressly permitted by these Terms of Service; or (b) with Petsoo’s prior written permission or the permission of the third party that owns the trademark or copyright of the Petsoo Content displayed on the Platforms.

15. Copyright Infringement

15.1 Petsoo respects the intellectual property rights of others, and requires that all who use the Platforms do the same. If you believe that your work has been copied in a way that constitutes copyright infringement, please contact Petsoo at hello@petsoo.ae.

16. Disclaimer of Warranty

16.1 You are solely responsible for determining if the Services are suitable for use or consumption by your pet. Petsoo is not able to provide any assurances regarding allergies.
Under no circumstances will Petsoo be liable for any loss or damage caused by your use of the Services or your reliance on information in any Content on the Site. Except as expressly provided herein, all products supplied, and all text, images, and other information on or accessible from the Site are provided “as is” and may be based in part on Content provided by users and third parties, which are not verified by Petsoo, and that any resume or other content obtained through the use of the Services or the Platforms is at your sole risk and discretion.

17. Limitation of Liability

17.1 In no event shall Petsoo or its officers, directors, employees, or affiliates, be liable, whether in an action based on a contract indemnification, obligation, tort (including without limitation negligence), collaterally or arising from any statutory duty, pre-contract or other representations, or otherwise, however arising, for any economic losses (including, without limitation, loss of revenues, profits, contracts, substitute goods or services, business, goodwill or anticipated savings) or any direct, indirect, special, incidental, consequential, exemplary or punitive damages arising from, or directly or indirectly related to (a) any breach of this agreement, (b) the use of, or the inability to use, the Platforms or the Content, materials, information, functions or products available through the Platforms, (c) your provision of information via the Platforms; (d) any inaccuracy or omission concerning any of the information provided on the Platforms; (e) any content posted, transmitted, exchanged or received by or on behalf of any user or other person on or through the Platforms, or (f) lost business or lost sales, even if such released party has been advised of the possibility of such damages. You agree that Petsoo's total cumulative liability in connection with these Terms of Service, the Platforms, the Services, the Content, or any product, whether in contract, tort, or otherwise, shall not exceed the amount you paid to Petsoo in the prior calendar month.

18. Indemnification

18.1 By using the Platforms, the Services, or Products, you agree to indemnify, hold harmless and defend Petsoo and its affiliates from any claims, damages, losses, liabilities, and all costs and expenses of defense, including but not limited to, attorneys' fees, resulting directly or indirectly from a claim by a third party that arises in connection with use of the Platforms, the Services, or Products by you or any other person accessing the Platforms using your member login account.


19. Third-Party Websites

19.1 The Site may contain links to third party websites that are provided to you as a convenience. Any outside website accessed from the Site is independent from Petsoo, and Petsoo has no control over the content of such websites. Petsoo is not responsible for the content of any linked websites or for any loss or damage incurred in connection with your use of such links or dealings with the operators of such third party websites.

19.2 In no event shall any reference to any third party or third party product or service be construed as an approval or endorsement by Petsoo of that third party or of any product or service provided by a third party. Likewise, a link to any third party website does not imply that Petsoo endorses or accepts any responsibility for the content or use of such a website. Petsoo does not endorse, warrant or guarantee any product or service offered by any third party accessible through the Platforms and will not be a party to or in any way monitor any transaction involving any third party providers of products or services. As with the purchase of a product or service through any medium or in any environment, you are responsible for exercising appropriate judgment and caution.


20. Entire Agreement

20.1 These Terms of Service constitute the entire agreement between the parties relating to the subject matter herein. Petsoo may, at its sole discretion and without notice, revise these terms at any time by updating this post.

21. Additional Information

21.1 If you have any questions about these Terms of Service, please contact hello@petsoo.ae