Terms & Conditions
How Pawley booking requests, home visits and holiday care work.
Last updated: 13 September 2026
Draft for review. Pawley’s legal operator details and final commercial policies are still to be confirmed.
About these terms
These terms describe the proposed conditions for Pawley pet-care services in Abu Dhabi, United Arab Emirates. “You” means the person requesting care who is authorised to make arrangements for the pets and property. The legal service provider must be identified in your written booking confirmation before you accept a booking.
Requesting and confirming care
Submitting the booking form is a request, not a confirmed booking or a reservation of capacity. We review your community, service, dates, time windows and care requirements, then contact you on WhatsApp. Care is confirmed only when Pawley expressly confirms the agreed arrangements. Joining a community waitlist does not guarantee a launch date or availability.
What your booking includes
Your confirmation should set out the pets, address, dates, visit windows, agreed tasks and price. Home visits and Holiday Care are visits to your home; they do not include continuous supervision, boarding or overnight stays unless separately agreed in writing. A time window is not an exact arrival time. Any additional task or change needs agreement before it becomes part of the booking.
Prices and payment
There is no online payment when you submit a care request. Pricing and payment are arranged directly with Pawley. Before you accept, we will provide the total agreed price, currency, any applicable taxes or additional charges, and payment instructions. Do not send card details, passwords or banking credentials through the booking form or a care report.
Changes, cancellations and refunds
Reply to your booking conversation as soon as your plans change. Different dates, visit windows or tasks depend on availability and need written confirmation. Any cancellation charge, payment deadline or refund condition must be disclosed and agreed before you accept the booking; these draft terms do not introduce a cancellation fee. If Pawley cannot provide agreed care, we will contact you to discuss an alternative or the refund due for services not provided, subject to your applicable rights.
Your pet’s routine and safety
Provide accurate feeding instructions, behaviour notes, allergies, medical needs and emergency contacts, and tell us about changes before a visit. Disclose any history of biting, escape attempts or risks to people or other animals. Supply suitable food, clean equipment and the items needed for agreed tasks. Medication or specialist care must be discussed and expressly accepted in advance; do not assume a note in the form means we can provide it.
Access to your home
You must have authority to allow access and arrange any building permissions, keys or entry instructions needed for the visit. Tell us about relevant household hazards and cameras before care starts. Agree a secure way to share keys or access codes directly with the team. If access fails or a visit cannot be completed safely, we will contact you to agree next steps; a change of address or access arrangements must be confirmed.
Unexpected situations and veterinary care
Pawley is not a veterinary service and care reports are observations, not diagnoses. Provide a reachable emergency contact and your preferred veterinary clinic, and agree emergency arrangements before care starts. If a pet appears unwell or a situation is unsafe, we will seek instructions and, where necessary, appropriate veterinary or emergency assistance. Any authority to approve treatment and responsibility for third-party costs should be recorded in your booking arrangements.
Care updates and private links
A care report may contain visit notes, photos and video. Report links are private access links: anyone you share a link with may be able to view the report. Share them only with people you trust and contact us if a link needs to be withdrawn. Tell us if you have concerns about what appears in a report.
Responsible use and service concerns
Do not submit fraudulent requests, access another person’s reports or misuse the website. We may decline requests that cannot be fulfilled safely or suspend misuse of an account, while addressing any existing paid booking fairly. Tell us promptly about a missed task, access problem or service concern, with your booking details, so we can investigate and discuss a remedy.
Your rights and changes to these terms
Nothing in these terms excludes obligations or consumer rights that cannot lawfully be excluded under applicable UAE law. No blanket waiver of Pawley’s responsibility is created by these terms. Updated terms apply to future arrangements; changes to an existing confirmed booking require agreement where applicable. You may contact us about a dispute and retain the right to approach the competent authorities or courts.