CUSTOMER POLICY

1)      APPOINTMENT POLICIES

a.       Appointment Time

                                           i.    Our policy is to allow ample time for all our customers and scheduled procedures, we operate primarily by appointment. Emergency cases & cases in progress shall always receive top priority, which is why occasional appointment delay is inevitable. Please realize that we make a sincere attempt to see each client on time.

                                                              ii.      We suggest you arrive at least 15 minutes prior to your appointment’s due time and notify to one of our customer services representatives at the reception /Checking Counter . We sincerely thankyou in advance for your cooperation & understanding

b.       Late Policy

To keep appointments running smoothly, please arrive on time for your appointment. Customers with appointments must be at our premises and reachable by phone within 10 minutes of your appointment time. We may try getting in touch with you if you are running late but we appreciate if you are on time .   

                                                                i.      If you are 10 or more minutes late, you may be asked to reschedule your appointment to another time or date .In most cases we try our best to give you next possible availability. Please plan your driving / commute time well enough to be at your appointment on time .

                                                              ii.      For late comers , even if we accept you please be informed that in very rare cases we may not be able to attend your non emergency case with the time initially intended as may have other appointments or procedures lined up next . We would still want you to know that we may have to cut things short and skip the non essentials. This in no means entitles you for discounts , free service or products or refund or all together the aforementioned .

                                                             iii.      A minute later than the scheduled appointment’s due time shall mean you are late for your appointment and we may begin to attend another client .

c.       No Show Policy

No Show shall mean any customer who fails to arrive for a scheduled appointment without rescheduling or cancelling the appointment less than 24 hrs before the scheduled appointment .

                                           i.    We always try to be understanding towards our customers but if a customer repeatedly persists to not show up on scheduled appointments for more than four times then such customers may be denied to get an appointment with us or may be conditioned to prepaid appointment bookings .The customer shall still be granted to use our services and buy our products on walk in basis unless informed otherwise .

                                          ii.    We still have the right to hold you liable and charge for the appointment that you didn’t show up for. In most cases we don’t but we still would like you to be informed of this.

                                         iii.    We will deduct , consume & charge you for each time you not shown up for your prepaid/ discounted / bundled  or single appointments.  

d.       Rescheduling Appointment

We are always happy to help our customers and we welcome you to reschedule your appointment in case you missed it or you had been late . We would like you to consider the following point.

                                           i.    We will do our utmost to provide you the next earliest appointment possible but we are afraid to inform you that preferred time slot or staff member may not be available as to your preference.

                                          ii.    We are not able to reschedule cancelled appointments or appointments with No Show . However you can still book a new appointment .  

                                         iii.    Rescheduling is absolutely free of charge and can be done only a maximum of 5 times for a given appointment .

                                         iv.    If a price change of our products and services had incurred before you had rescheduled your appointment then please consider that the new and updated prices will be applicable to you after you have rescheduled your appointment .

e.       Appointment Cancellation .

Appointments are by default cancelled in case of No Show , cancellation from customer , cancellation from authorised representative of the customer . We regret to inform you cancelled appointments cannot be rescheduled but instead you can opt to seek a new appointment . Below are other factors that we would like you to know about your appointment cancellation .

                                           i.    Government interventions ,major accidents at our business , our business being victimized of criminal acts , acts of war ,grievous loss of staff lives, acts of God and natural calamities may cause your appointment to be cancelled . In such cases we always will try our best to inform you alternatively try to reach us if you can to confirm.

                                          ii.    We may also regretfully have to cancel your appointment if our staff or business is unfit to serve you . 

                                         iii.    We will cancel your appointment if we forecast any unease or harm or danger to the persons involved in the appointment .

                                         iv.    We will also cancel your appointment if a set or unit of products or services that you were to be offered gets out of stock or gets unavailable .

f.        Arrival & Waiting

                                           i.    All our customers are welcome to arrive and notify themselves to our customer services representatives at the checking counter . In case our representatives are busy then please wait at the closest designated area and one of us will be with you shortly.

                                          ii.    We offer our customers with free parking right front of our premises without parking assistance or valet service . In case if you do find a valet service then we would only have it with uniformed valet assistance staff or security.

                                         iii.    We do not take any responsibility and cannot be held liable to damages to your parked car or your personal belongings . So please make sure keep your belongings safe at all times .

                                         iv.    Please help maintain health & safety measures while waiting .

                                          v.    All our common waiting areas are non smoking areas . Designated smoking areas are indicated with smoking sign.  

g.     Appointment Payment

                                           i.    We strongly encourage our customers to ask the prices of our products and services before purchasing them . In very unlikely case should you face any staff member not willing to give you our prices then you should stop with your purchase and raise a complaint . All our shifts include a Customer Services Supervisor who could help you registering your complaint .

                                          ii.    All our appointments require full payment in advance for the booked service(s) or product(s) before we can deliver or offer it to you.

                                         iii.    In case if you are offered more services or products than what you have paid for pre appointment then in such cases you are liable to pay the due amount while or after the services and products are being rendered or delivered.

                                         iv.    We accept cash, Mastercard, visa ,  American Express. We also accept instant wire transfer to our business account but it is possible that we may not be apple to verify the receipt of funds due to bank delays or delays from our finance department. Alternatively you can also pay us via your prepaid dragon credit  or you can instantly  pay your bills on our website at dragons.qa/pay .

h.       Official means of Booking , rescheduling and cancelling appointments

You can book , reschedule and cancel appointments by following the below mentioned steps

                                           i.    By calling us during open hours at +974 44411866

                                          ii.    By visiting our website at dragons.qa/bookings

2)      WALK-IN POLICIES

a.    Meaning & implications

                                           i.    Walk-in visitors shall mean all customers that visit our premises without prior booked appointments during our open hours  .

                                          ii.    We welcome all our customers equally whether you are a walk-in customer or a customer with appointment with the exemption of priority. Emergency cases, pre booked appointments and cases in progress will be served before you .

                                         iii.    A walk-in customer maybe quickly recognized as an emergency depending on customer’s health status or the accompanied animal’s health status. The degree of emergency or urge to attend immediately will be declared by one or a team of our veterinarians .

                                         iv.    To buy our range of pet products or simply browse you don’t need an appointment . You can simply drop by anytime during our open hours as a walk-in customer .

3)      PAYMENT POLICIES

a.    Accepted currency & modes payment

                                           i.    We only accept the payments in Qatari Riyals however our website can accept payments in currencies other than Qatari riyal with an additional updated currency exchange rate as per Qatar National Bank (qnb.com).

                                          ii.    We do not accept checks or documents of credit as form of payments.

                                         iii.    You can pay your bills online by visiting dragons.qa/pay

                                         iv.    We also accept payment via Dragon pay credit .  

                                          v.    We are glad to announce that our website accepts apple pay, Q pay , google pay.

b.    Liable to payment

                                           i.    We hold the registered account holder as the primary person or entity liable to pay the bills for the products or services rendered . 

                                          ii.    It is our customer’s responsibility to pay for products and services which were used and approved its purchase by authorized person(s) . However in most cases we try to reach the customer to get approval for transactions before we proceed with them but this could not be the case in all transactions . Therefore it is important that you as our customer always update us by notifying which animal is under you and which is not . And also kindly update us if authorized persons are no longer authorized by you .

                                         iii.    We do utmost to help our customers to pay their outstanding bills with ease and peace of mind . In unfortunate case of events when a customer refuses or avoids  to pay his/her outstanding bill then this could be consequential for our customer. This is something we don’t wish but such customer(s) could be barred from receiving further services and we may have to resort in taking legal action against such customer(s) . All costs and damages incurred by us whilst taking the legal action will be transferred on to the liable customer.

c.     Confirmation & receipt of payment

                                           i.    You are entirely entitled to get a receipt of payment for any services or products you have purchased from us . Subject to availability and your preferences we may provide you your receipts as a digital copy or a hard copy. As an aspiring eco friendly company we are aiming to use as less paper as possible .

                                          ii.    Receipts of all online payments on our websites are directly sent to your registered email address . In case you are not receiving your payment receipt emails in your inbox then it is advisable that check your spam or junk folder . On the other hand you could also not be receiving our emails due to wrong registration of your email . Please always make sure you have registered the correct email with us .

                                         iii.    Please be informed that the actual funds receival of your online payments and P.O.S payment could take up to three working days .

4)      RETURNS , EXCHANGES & REFUNDS

a.    Our return policy

                                           i.    Customer satisfaction is our first priority. We will gladly accept the returns of your unused or defective products purchased within 15 days of delivery. We are proud to offer a stress-free return and exchange policy.

                                          ii.    To begin the return, please contact us at returns@dragons.qa or call us at +97444411866. Please use the invoice number / order number as a reference will contacting us to begin the return.

                                         iii.    For defective products or if the customer has received the wrong item, please call us at +97444411866  or email us at returns@dragons.qa within 24 hours of delivery.  Please have your order number / invoice number included in the email or ready for the call.

                                         iv.    All returned items must include a copy of the invoice/receipt and be in the same condition upon delivery. Leather tags, dust bags, any accessories and authenticity cards accompanying the delivered purchase must be included. Merchandise that has been used or worn is not eligible for return. If an item has become damaged, soiled or altered after delivery, you will be charged a 50% restocking fee from the original purchase price. Monogrammed or personalized items are non-returnable. 

                                          v.    Due to hygienic reasons, no exchange, return or refund will be offered on animal wear and human wear that has been worn by an animal or human , used animal beds , used animal cages , used animal crates. Animal wears includes collars , harnesses , clothes , glasses , protection gear , fashion accessories etc . It is utmost customer’s responsibility to check measurement , suitability and dimension of the product before purchasing it .

                                         vi.    In accordance with global retail industry standards, we are unable to accept returns or exchanges of skincare, make-up, cosmetics, supplements ,feed supplements, animal feed & animal care products unless damaged, faulty or incorrectly supplied. If you wish to return your faulty or incorrectly supplied order for a refund or to exchange certain Products, you must inform us within 15 days of receipt of your order, and return the relevant Products in-store as soon as possible in the same condition as supplied, in their original packaging with a copy of the relevant receipt and a valid copy of your Qatar ID or passport.

                                        vii.    Instructions on how to return an item

1.      If you would like to return an item that has been delivered to you, you must physically return the product to us by delivering it to Dragon Animal Care Center located in South of Duhail ,Ain bin Bahar street , Umm Lekhba, Doha Qatar (Building 4 , Street 964 , Zone 31 )

2.      We accept delivery of returns only during our open hours.

3.      Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be unused.

4.      Enclose the invoice / receipt

5.      Present the package to the appropriate section in Blue Salon.  

6.      Keep the Order Number for your return in order to monitor return status.

7.      Once your item has been returned, please allow 3-5 business days processing time within our premises for us to inspect, scan and process the return.

                                       viii.    We do not accept any returns on services.

                                         ix.    At the time of delivery of your goods , if you have received a wrong product delivery or a defective order delivery then please return the defective or incorrect product to our delivery person at the spot . If possible we will arrange you a replacement with free of cost delivery or alternatively refund your purchase or add the amount to you Dragon Credit on your account.  

b.       OUR EXCHANGE POLICY 

                                           i.    We usually do not accept exchanges but if you had just purchased at our premises or at any of our shopping outlets and haven’t left yet then we might accept to your exchange provided the product being exchanged meets the following conditions .

                                          ii.    The second exemption is that the time of delivery of your goods you are have realised the product being delivered , if is a wrong product or a defective product. Then in this case please return the defective or incorrect product to our delivery person on the spot . If possible we will arrange you a replacement with free of cost delivery or alternatively refund your purchase or add the amount to you Dragon Credit on your account. Again we require the product being returned to meet the below conditions.

                                         iii.    The exchanged item must meet the below mentioned conditions

1.      Original product seal , packaging , authenticity package , original tags must be intact and in the same condition as delivered to you at time of purchase ..

2.      The exchanged product hasn’t been damaged , soiled ,stained, cut or tampered with .

3.      The item being exchanged does not contain a redeeming license number , redeemable voucher , benefit redeeming feature .

4.      The item being exchanged was not sold at a reduced price for being a used item , damaged product, defective product or expiring soon.

c.       OUR REFUND POLICY 

                                           i.    We are glad to inform you we have a very straight forward and transparent refund policy . All approved refunds are given to the customer in either of three forms depending on the situation . The three forms of refunds are

1.      Refund in cash amount in Qatari Riyals if the payment was made in cash for the actual transaction.

2.      Paperless refund transaction to the bank card or financial card used for the purchase transaction for which the refund is being made.

3.      Dragon Credit in case the transaction was made using dragon credit or if the customer desires to pay the refund a cash payment to his/her dragon credit on his/her personal account.

                                          ii.    All approved returns will be refunded and issued through the original form of payment.

                                         iii.    We do not offer any refunds for already exchanged items .

                                         iv.    It is to the discretion of your bank on how long it takes for it to show up on your credit or debit card statement. But usually we are informed by our bank it may take up to 3-5 working days.

                                          v.    We will refund as per the refund eligibility or allowance criteria mention or informed at the time of purchase.

                                         vi.    Third party services or applications charges will refunded upon third parties discretion , terms and conditions.