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 solely as a neutral technology platform that facilitates connections, bidding, and payments between users.

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.
• The Owner’s payment is collected through the Platform upon job award.
• 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 & THE VERIFIED BADGE

TPFC may conduct optional checks including identity verification, document verification, and screening questionnaires.

Sitters who pass the TPFC Sitter Excellence Quiz will receive a ‘Verified’ badge on their profile. This badge indicates that the sitter has demonstrated knowledge of responsible pet care standards on our platform. However, TPFC does not guarantee identity accuracy, professional qualifications, service quality, or background history of any user. Users must conduct their own due diligence 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 cancellation of Safety Guarantee coverage and account 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

Sitters may be required to provide photos, updates, or check-ins during the service. Failure to provide proof of service may affect payment eligibility and trigger a dispute review.

9. BOOKINGS AND PAYMENTS

All payments must be processed through the Platform. TPFC may use third-party payment processors to facilitate transactions.

By using the Platform you agree that:

• Payment is captured at the time of job award.
• Funds are held in escrow until the job is marked as complete.
• A 24-hour dispute window begins immediately upon the recorded job end time.
• If no dispute is raised within 24 hours, the funds are matured and released to the Sitter’s TPFC Wallet.

All prices displayed on the Platform are inclusive of applicable taxes unless otherwise stated.

10. ESCROW, PAYOUT HOLD & THE FINOPS WALLET

TPFC operates a proprietary FinOps (Financial Operations) system to ensure transparency and security for all parties:

Escrow Period

From the time a job is awarded until the job is marked complete, the Owner’s payment is held in secure escrow. No funds are released during this period.

24-Hour Payout Hold

Upon job completion, a mandatory 24-hour review window is initiated. This allows Owners to raise disputes. During this window, funds are shown in the Sitter’s wallet as “Processing” and are not yet withdrawable.

Maturation & Commission Deduction

After the 24-hour window closes without a dispute, the funds “mature.” At this point, the applicable Platform commission is deducted from the matured amount:

• Basic Tier sitters: 15% commission is deducted from the matured amount before funds are credited to the Sitter’s withdrawable balance.
• Featured & Super Listing Tier sitters: 0% commission — the full matured amount is credited to the withdrawable balance.

Withdrawal

Sitters may withdraw funds from their TPFC Wallet to their UAE bank account when the “Available to Withdraw” balance reaches AED 200 or above. Sitters with a balance below this threshold may use the “Fast Cash” early release option subject to a 15 AED processing fee.

11. PLATFORM FEES

TPFC charges the following service fees to ensure platform security and support:

• Platform Access Fee: A mandatory AED 10.00 fee per booking (captured at job award). This fee covers secure escrow management, verified mediation, and 24/7 support. This fee is non-refundable once a job is awarded.
• Sitter Commission (Basic Tier): 15% automatically deducted from the Transaction Amount post-dispute window.
• Sitter Commission (Featured & Super Tier): 0%.
• Fast Cash Fee: AED 15.00 for early-release payouts below the AED 200 standard withdrawal threshold.
• Subscription Plans: Featured: AED 250/month. Super Listing: AED 1,000/month.

All fees are transparently displayed in the quote comparison and checkout phases before any transaction is confirmed.

12. OFF-PLATFORM TRANSACTIONS

Users may not bypass the Platform to avoid fees. This includes sharing contact information to arrange payment outside TPFC or accepting direct cash or bank transfers in lieu of platform payments. Violation may result in immediate account termination and a penalty equal to the lost platform commission, in accordance with applicable UAE commercial law.

13. CANCELLATIONS & REFUNDS

TPFC operates a tiered cancellation system designed to protect both Owners and Sitters. The following windows apply to all standard bookings:

* The AED 10 Platform Access Fee is non-refundable once a booking is confirmed.

Sitter-Initiated Cancellations

If a Sitter cancels a confirmed booking, the Owner receives an immediate 100% refund of the Sitter Fee and the Platform Fee. The Sitter will receive a strike against their account and a 10-point drop in their Reliability Score. Multiple strikes will lead to account suspension.

Refund rights are in accordance with the UAE E-Commerce Law (Federal Decree-Law No. 14 of 2023) and applicable consumer protection regulations.

14. CONSUMER RIGHTS (UAE E-COMMERCE COMPLIANCE)

In accordance with Federal Decree-Law No. 14 of 2023 on E-Commerce and applicable consumer protection laws of the UAE, users are entitled to:

• Clear Pricing: All fees, commissions, and service charges are disclosed before any transaction is confirmed.
• Transparent Dispute Resolution: All disputes must be submitted through the Platform within 24 hours of service completion. TPFC will acknowledge disputes within 2 business days and resolve them within 14 business days.
• Right to Refund: Refunds will be processed in accordance with the cancellation policy above and applicable UAE consumer protection directives.
• Data Rights: Users have the right to access, correct, and request deletion of their personal data in line with the UAE Federal Decree-Law No. 45 of 2021 (Personal Data Protection Law).
• Right to Complain: Users may escalate unresolved disputes to the UAE Ministry of Economy Consumer Protection Department or the relevant emirate authority.

15. DISPUTES

Owners must file disputes within 24 hours after the recorded service end time, submitted through the Platform. TPFC will evaluate platform messages, uploaded photos or updates, and booking details. TPFC’s determination is final within the platform, without prejudice to any statutory rights under UAE law.

16. VERIFIED SITTER PROTOCOL & ESCROW

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. All bookings must be paid through the Platform. 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. 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:

legal@thepetfirstcompany.com

For general support:

support@thepetfirstcompany.com