Terms & Policies

About these terms

These Terms & Policies govern your use of the services provided by Dragon Animal Care Center in South Al Duhail, Doha, Qatar — veterinary care, vaccination, grooming, dog training, pet hotel and boarding, pet travel and relocation, online consultations, memberships, and our pet pharmacy and shop. By booking an appointment, placing an order, or using any of our services, you accept these terms.

Clinical decisions are made by our licensed veterinary team in the best interest of your pet. Availability, prices and opening hours may change; we will always confirm details with you before proceeding.

Bookings, cancellations & rescheduling

Appointments, boarding and travel arrangements are confirmed subject to availability. You may cancel an appointment free of charge up to 24 hours before the scheduled time.

We offer one complimentary reschedule per appointment, provided you notify us at least 3 hours before the appointment. If you cancel without rescheduling, or do not attend, a no-show fee applies.

A hold booking is a paid service, not a refundable deposit. Once paid it is non-refundable, and it expires if it is not used within its stated period.

Refunds & returns

If an item arrives defective, damaged, incorrect or expired, you are entitled to a replacement, repair or refund in line with Qatar’s Consumer Protection Law (Law No. 8 of 2008). Please check your order on delivery and tell us at the time of delivery, or within 24 hours, so we can verify and put it right.

Other than defective items, we cannot accept returns or give change-of-mind refunds on pet food and treats, medicines and pharmaceuticals, or items that are worn, used or slept on (such as bedding, apparel, collars, harnesses and toys). This is for health and safety reasons, and because storage conditions after delivery — which matter in Qatar’s climate — cannot be verified once an item has left us.

Fees for services that have already been provided are non-refundable. Online consultation fees are non-refundable once the consultation has taken place, and pet-travel and relocation fees are non-refundable once the related documentation, testing or permit work has begun. Where a paid service has not yet started, please contact us and we will do our best to help.

Memberships are non-refundable and do not renew automatically (see Membership below).

Delivery

We deliver food, litter, supplies and medicine across Doha, same day where possible and otherwise the next day. Delivery is free for orders over QAR 150, and a flat QAR 20 for orders below that amount. Members enjoy free delivery on every order.

Orders can also be placed through Snoonu, Talabat and Rafeeq, where each platform’s own delivery terms and fees apply. Please make sure someone is available to receive your pet’s food and medication.

Boarding agreement

Every boarding pet must meet our health requirements: a minimum age of 4 months, microchipped, treated for ticks, fleas and parasites, and fully vaccinated (cats: feline vaccination and rabies; dogs: kennel cough, DHPPI and rabies), with no other medical conditions. A pre-boarding check-up (QAR 100) confirms your pet is fit to stay. These reflect Ministry of Municipality (Department of Animal Resources) requirements.

Hotel boarding is charged per calendar day; any check-in counts as one full day. Check-in is from 8:00am to 8:00pm and check-out is by 11:30am. Late collection may be charged as an additional day.

By leaving your pet in our care, you authorise us to seek and provide veterinary treatment, including emergency treatment, should it become necessary, and you accept responsibility for the related costs. We care for every animal diligently, but we are not responsible for pre-existing conditions or for items left with your pet, which remain at your own risk.

Veterinary treatment, consent & liability

By using our veterinary services you consent to the examination and treatment recommended by our licensed veterinary team, and you accept financial responsibility for the services provided. In an emergency, and where you cannot be reached, you authorise us to provide the treatment we judge necessary to protect your pet’s welfare.

Sedation is used only rarely and in exceptional cases, and only with the consent of the owner, guardian or handler; an additional charge applies. Veterinary medicine cannot guarantee outcomes: we exercise reasonable professional skill and care, but we do not warrant any particular result.

Online vet consultations

Online consultations are offered subject to your acceptance of these terms and payment in advance; once confirmed, the system books your next available slot. An online consultation is professional advice based on the information you provide — it is not treatment, is not a substitute for an in-person examination, and does not guarantee any particular outcome or satisfaction. It is not suitable for emergencies — in an emergency please call +974 4441 1866 or visit us. As the consultation is itself the service, its fee is non-refundable once it has taken place.

Membership & loyalty programs

Our annual memberships (Economy, Gold and Platinum) provide priority — early reservations and priority holds — and free delivery on every order. Membership applies to your pet: one base animal is covered, with a surcharge for additional animals. Memberships are non-transferable, do not renew automatically, and are non-refundable.

The Hero’s Program supports rescuers, TNR volunteers and animal philanthropists holding a valid Qatar ID with more than 6 months’ validity, giving 15% off veterinary services and 15% off selected products. We also offer corporate programs with discounts for partner organisations. Program benefits may change over time.

Pet travel & relocation

For pet travel we provide veterinary health certificates, export and import documentation, the pet passport, rabies (RAT) blood sampling sent to a recognised laboratory, medical clearances, and coordination — we do not operate the flight itself. Requirements, approvals and any exemptions are set by the relevant authorities and destination countries and cannot be guaranteed by us; timelines depend on laboratories and authorities. We will advise you of the requirements for your destination and do our best to meet your travel date.

Your responsibilities & our liability

You agree to give accurate information about your pet, including its species, health and behaviour, so we can care for it safely. We take great care of every animal in our charge, but to the fullest extent permitted by law our liability is limited to the value of the service provided. Nothing in these terms excludes any liability that cannot lawfully be excluded, including your statutory rights under Qatari consumer law.

Governing law & data protection

These terms are governed by the laws of the State of Qatar, including the Consumer Protection Law (Law No. 8 of 2008) and the Electronic Commerce and Transactions Law (Law No. 16 of 2010). We handle your personal data in line with Qatar’s Personal Data Privacy Protection Law (Law No. 13 of 2016) — see our Privacy Policy for details.

Contact us

Questions about these terms? Reach us on WhatsApp at +974 3377 5877, call +974 4441 1866, or visit Building 4, Street 964, South Al Duhail (Zone 31), Doha, Qatar.