Terms of Service
Last Updated: 30 March 2026
Welcome to The Pet-First Company (“TPFC”, “we”, “us”, or “our”). These Terms of Service (“Terms”) govern your access to and use of the TPFC platform, website, and related services (the “Platform”).
By creating an account, accessing, or using the Platform, you agree to be legally bound by these Terms. These Terms are governed by and construed in accordance with the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, including but not limited to Federal Decree-Law No. 14 of 2023 on E-Commerce.
1. ELIGIBILITY
You must be at least 18 years old to create an account or use the Platform.
By registering, you represent and warrant that:
- All information provided is accurate and complete.
- You have the legal authority to enter into this agreement.
- Your use of the Platform complies with all applicable UAE laws and regulations.
TPFC reserves the right to suspend or terminate accounts that provide false or misleading information.
2. THE PLATFORM AS A MARKETPLACE
TPFC operates a digital marketplace that connects:
- Pet Owners (“Owners”)
- Pet Care Providers (“Sitters”)
Sitters may be independent individuals or licensed pet-care businesses operating in the UAE.
TPFC does not provide pet care services directly. TPFC acts as a technology marketplace that facilitates connections, bidding and bookings between users and, when enabled under published terms, online payments.
3. NO EMPLOYMENT RELATIONSHIP
Sitters are independent contractors and not employees, agents, partners, or representatives of TPFC.
TPFC does not supervise Sitters, does not control how services are performed, and is not responsible for sitter conduct.
Sitters are solely responsible for their services, taxes, and compliance with applicable UAE laws. Sitters are independently responsible for obtaining any necessary freelance permits or home-based business licenses required by their respective Emirate (e.g., a Dubai Economy & Tourism freelance permit or equivalent). TPFC does not verify the licensing status of Sitters and accepts no liability for unlicensed activity.
4. THE BID-AND-WIN MODEL
The Platform operates on a competitive bidding model:
- Owners post a job describing their pet care needs.
- Eligible Sitters submit bids (quotes) for the job.
- The Owner reviews bids, sitter profiles, reviews, and verification status, and selects their preferred Sitter.
- During the pilot, the applicable booking and payment instructions are provided before confirmation. When online payments are enabled, the payment step will follow the published payment terms.
- The awarded Sitter is notified and the booking is confirmed.
TPFC does not guarantee that any job will receive bids, or that any bid will be accepted.
5. USER ACCOUNTS
To use the Platform you must create an account. You are responsible for maintaining account security, protecting login credentials, and all activity under your account. TPFC is not liable for unauthorized account access. Accounts may be suspended if suspicious activity is detected.
6. USER VERIFICATION & PROFILE SIGNALS
TPFC may conduct optional checks including identity verification, document verification, and screening questionnaires.
Verification indicators are displayed only for checks recorded as completed by TPFC. Quiz results are shown separately as a platform competency signal and do not, by themselves, indicate identity verification, background screening, professional licensing or service quality. Optional credentials are identified separately. Users should review the available information before confirming a booking.
7. OWNER OBLIGATIONS
Accurate Pet Information
Owners must provide complete and accurate pet information including medical conditions, behavioral history, allergies, aggression or biting incidents, and medication requirements. Failure to disclose relevant information may result in booking cancellation, account restrictions or suspension.
Vaccinations & Registration
Owners confirm that pets are up to date on all legally required vaccinations under UAE regulations, are free from contagious diseases and parasites, and are registered with the relevant Municipality with required identification tags worn at all times during service.
Emergency Authorization
Owners authorize Sitters to obtain emergency veterinary care if the Owner cannot be reached. Owners are responsible for all resulting veterinary expenses.
8. SITTER OBLIGATIONS
Sitters agree to provide services with reasonable care and professionalism, follow all instructions provided by the Owner, treat pets humanely and safely, and comply with all applicable laws and regulations of the UAE.
Subcontracting
Sitters may not transfer or delegate bookings to another person unless that person is registered on the Platform and approved in writing by the Owner.
Proof of Service & Booking Records
Sitters and Agency Staff must use the service-record tools required for their booking, which may include check-in, check-out and photo updates. Missing or inconsistent service records may trigger booking or account review and, once online payouts are enabled, may affect payout handling under the published payment terms.
9. BOOKINGS AND PAYMENTS
Secure online payments are not yet enabled. During the pilot, TPFC will provide the applicable booking and payment instructions before a booking is confirmed. When online payments launch, TPFC will publish the payment provider, authorization, custody, release, refund and dispute terms before accepting a payment.
All prices displayed on the Platform are inclusive of applicable taxes unless otherwise stated.
10. PLANNED ONLINE PAYMENTS AND PAYOUTS
Wallet, payment and payout screens may be visible as launch previews. They do not represent funds held by TPFC and do not create an escrow, insurance, safety-fund or payout guarantee. Final terms will be published before these features are enabled.
11. PLATFORM FEES
Any applicable subscription, commission, payment or service fee will be displayed with its terms before the user purchases a plan or confirms a paid booking. Preview figures elsewhere on the Platform are not a charge.
12. OFF-PLATFORM TRANSACTIONS
During the no-fee pilot, users must follow the booking and payment instructions communicated for that pilot. Once platform payments or platform fees are enabled, restrictions on bypassing the checkout flow, off-platform settlement or fee avoidance will apply only under the terms published for those paid bookings.
13. CANCELLATIONS DURING THE PILOT
During the no-fee pilot, cancellation handling follows the booking instructions communicated for that pilot. Because Pet-First is not currently collecting online booking payments, the Platform does not currently hold booking funds to refund. Commercial cancellation, refund, credit and fee rules will be published before paid online bookings are enabled.
15. DISPUTES
Users should report a concern promptly through the Platform or the published support channel. TPFC may evaluate platform messages, uploaded photos or updates, and booking details. Payment-specific deadlines and procedures will be published before online payments launch, without prejudice to any statutory rights under UAE law.
16. SITTER REVIEW & PLATFORM RECORDS
TPFC reviews required sitter application and identity information before a profile is published. Optional credentials are identified separately.
Users should keep quotations, messages and booking updates on the Platform so TPFC has a record to review if support is requested. TPFC is not liable for arrangements made outside the Platform.
17. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable UAE law, TPFC is not responsible for injury or death of pets, property damage, user misconduct, or actions of Owners or Sitters. TPFC’s total liability shall not exceed the total fees paid by the user in the previous 6 months. TPFC is not liable for injuries caused to third parties by an Owner’s pet while under the care of a Sitter.
18. INDEMNIFICATION
Users agree to indemnify and hold TPFC harmless from claims resulting from pet injury or death, damage to property, violation of laws, or breach of these Terms. This includes legal fees and related costs.
19. CONTENT LICENSE
By uploading photos, videos, or other content to the Platform, users grant TPFC a royalty-free, worldwide, perpetual, non-exclusive license to use the content for marketing, social media, and platform improvement. Users retain ownership of their content.
20. PRIVACY
User data is processed in accordance with the TPFC Privacy Policy and the UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection. By using the Platform you consent to data processing necessary for service delivery.
21. COMMUNITY GUIDELINES
All users must treat others with respect. Prohibited conduct includes harassment, discrimination, threats, and abusive language. Users must provide truthful information. Any form of animal abuse, neglect, or mistreatment is strictly prohibited and may result in permanent account bans and referral to UAE authorities. When online payments are enabled, supported bookings must use the published checkout flow. Reviews must reflect genuine experiences. TPFC may warn users, temporarily suspend accounts, or permanently ban users for violations.
22. FORCE MAJEURE
TPFC is not liable for delays or service interruptions caused by events beyond reasonable control including natural disasters, war, government restrictions, internet outages, or pandemics.
23. ACCOUNT DEACTIVATION & TERMINATION
Users may terminate their relationship with TPFC at any time through the Profile Dashboard:
- Account Deactivation: Allows you to pause your profile visibility. You may reactivate your account at any time within 30 days by logging back in. After 30 days of inactivity while deactivated, your account may be moved to permanent archive.
- Account Deletion: Permanent removal of your personal data. Deletion requests are subject to a 3-day processing period and cannot be undone.
- Open obligations: Account closure may be delayed while an active booking, support case or lawful retention obligation remains unresolved.
24. MODIFICATION OF TERMS
TPFC may update these Terms periodically. Users will be notified of material changes via email or platform notification. Continued use of the Platform after the effective date of updates constitutes acceptance of the revised Terms.
24. ALGORITHMIC DECISION SUPPORT
To assist Owners in making informed decisions, the Platform utilizes a proprietary “Decision Engine” that may apply labels such as “Best Value” or “Most Complete” to sitter quotes. These labels are generated algorithmically based on service-density weightings, pricing competitive metrics, and sitter reliability scores. These indicators are intended as decision-support tools only and do not constitute a professional recommendation, endorsement, or guarantee of service performance by TPFC.
25. GOVERNING LAW & JURISDICTION
These Terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.
25. CONTACT
For questions regarding these Terms:
For general support: