Terms & Conditions

Customers must use the website and system only for lawful purposes.

When providing information through the website or creating an account, customers are responsible for ensuring that the information provided is accurate and up to date.

Customers are responsible for protecting the confidentiality of their login information and for activity conducted through their account.

We reserve the right to restrict or suspend access where we reasonably believe the website or system is being misused, used fraudulently or used in violation of these Terms.

We make reasonable efforts to ensure that product descriptions, images, sizes, colours, prices and other information displayed through our system are accurate.

However, minor differences may occur between website images and the physical product, particularly in relation to colour, packaging or manufacturer updates.

Product availability is subject to stock.

If a product becomes unavailable after an order has been placed, we will contact the customer and provide an appropriate solution, which may include replacement, order adjustment or refund where applicable.

All prices displayed for Free Dog Free Cat Kuwait are shown in Kuwaiti Dinars (KWD), unless otherwise stated.

Prices, promotions and product availability may change from time to time.

The price applicable to an order will normally be the price displayed when the order is confirmed, except in the event of an obvious system, technical or pricing error.

Where an incorrect price has been displayed due to a genuine error, we reserve the right to contact the customer before fulfilling the affected item and provide the available options.

Submitting an order through the website does not guarantee acceptance of the order.

Orders are subject to:

• Product availability
• Successful payment or payment authorization
• Correct customer and delivery information
• Any applicable order limitations
• Verification where reasonably required

We may cancel or decline an order where reasonably necessary, including in cases of suspected fraud, incorrect pricing, stock errors, duplicate transactions or inability to fulfil the order.

Where payment has already been collected for an order that we cancel, the applicable amount will be refunded.

Customers must use a valid and authorized payment method.

Payments may be processed through third-party payment providers. The availability of specific payment methods may vary.

Customers are responsible for ensuring that all payment information provided is correct.

Where delivery is available, delivery charges, available areas and estimated delivery times will be displayed or communicated during the ordering process.

Customers are responsible for providing a complete and accurate delivery address and reachable contact number.

Delivery times are estimates and may be affected by circumstances such as traffic, weather, customer availability, order volume or circumstances outside our reasonable control.

Where store collection is available, customers may be required to provide their order information or other reasonable verification when collecting an order.

Returns, exchanges and refunds will be handled in accordance with applicable consumer protection and digital commerce laws in the State of Kuwait.

For eligible products purchased online, customers may request a return or exchange within the legally applicable period, including the applicable 14-day period where required by Kuwait law, provided the product remains in the condition required by law.

The customer may be asked to provide the original invoice, order confirmation or other proof of purchase.

Products should be returned complete with their original packaging, accessories and accompanying items where reasonably applicable.

Certain categories of goods may be excluded or subject to different return conditions where permitted by law, particularly where health, hygiene, safety, perishability, customization or the nature of the product makes resale inappropriate.

Examples may include, where legally permitted:

• Opened or used hygiene products
• Consumable pet products or treats
• Products damaged after delivery through misuse
• Customized or specially ordered products
• Items that cannot safely or hygienically be resold after opening or use

Nothing in this policy affects a customer’s legal rights regarding defective, damaged, incorrectly supplied or otherwise non-conforming products.

Approved refunds will be processed using the original payment method or another method agreed with the customer, as permitted by applicable law.

Promotions, discount codes, packages and special offers may be subject to separate conditions.

Unless otherwise stated:

• Promotions cannot necessarily be combined.
• Promotions are valid only during the stated promotional period.
• Discounts have no cash value.
• Promotional availability may be limited.
• Eligibility requirements stated with an offer must be satisfied.

Grooming appointments for dogs and cats are subject to availability and confirmation.

Customers must provide accurate information regarding their pet when booking, including any information reasonably relevant to safely carrying out the grooming service.

This may include the pet’s:

• Species and breed
• Age
• Size
• Coat condition
• Temperament
• Health concerns
• Allergies or sensitivities
• Previous injuries
• Behavioural concerns
• Other information relevant to grooming

Customers should inform the grooming team of any known condition that may affect the safety or wellbeing of the pet during grooming.

The safety and wellbeing of pets and staff is our priority.

We reserve the right to refuse, postpone, modify or stop a grooming service where our team reasonably believes that continuing the service could create a risk to the pet, another animal or a staff member.

This may include situations involving:

• Illness
• Injury
• Severe stress or anxiety
• Aggressive behaviour
• Unsafe behaviour
• Parasites or contagious conditions
• Pregnancy
• Extreme coat matting
• Other health or welfare concerns

Where a grooming service cannot safely be completed, the customer will be informed.

Customers must disclose any known history of biting, aggression, extreme fear or other behaviour that may affect the grooming process.

Pets may react differently in a grooming environment even where they have not previously displayed behavioural problems.

Our groomers may adjust or discontinue the service if a pet becomes excessively distressed or if continuing would be unsafe.

Severe matting can restrict airflow, pull on the skin and conceal irritation, wounds or other skin conditions.

Where significant matting is present, the grooming team may recommend a shorter haircut or another method considered safer and more appropriate for the pet.

Removing severely matted hair may reveal pre-existing skin irritation, sensitivity, bruising, sores or other conditions that were concealed beneath the coat.

Where possible, significant changes to the requested grooming plan will be discussed with the customer.

Grooming results depend on several factors, including the pet’s coat type, coat condition, behaviour, health, tolerance of grooming and the feasibility of the requested style.

While our grooming team will make reasonable efforts to achieve the requested result, a specific haircut, appearance or finish cannot always be guaranteed where doing so would compromise the pet’s comfort or safety.

Customers must collect their pet promptly once grooming is completed. A late collection fee of 2 KD per hour may apply. If the pet remains uncollected for a full day, a 10 KD daily care fee will apply. If a pet remains uncollected for more than 5 days, Free Dog Free Cat reserves the right to consider the pet abandoned and take appropriate action, including rehoming or assuming ownership of the pet, subject to applicable law.

If a pet becomes ill, injured, distressed or experiences any complication during grooming, we will make reasonable efforts to contact the owner. If urgent action is needed and the owner cannot be reached, appropriate veterinary or emergency care may be sought at the owner’s expense. Free Dog Free Cat is not responsible for complications, injury or death occurring during or after grooming unless caused by proven gross negligence or wilful misconduct.

Customers wishing to cancel or reschedule should contact us at least 2 hours before the appointment. Free Dog Free Cat may refuse, reschedule or cancel a grooming appointment for health, safety, operational or animal-welfare reasons.

Once a grooming service has been fully performed, refunds are generally not provided solely because of a change of mind.

However, customers should contact us promptly if they believe there is a problem with the service so that the matter can be reviewed.

The website and its content, including applicable logos, product content, photographs, graphics, text, layouts and branding, are owned by Free Dog Free Cat, Freedog/Freecat, their respective rights holders, or used under authorization or licence.

Content may not be copied, reproduced, distributed, commercially exploited or modified without permission from the applicable rights holder.

We aim to keep our website and online services available and functioning correctly.

However, uninterrupted availability cannot be guaranteed.

The website or certain features may occasionally be unavailable because of maintenance, updates, technical problems or circumstances outside our reasonable control.

Our website may interact with third-party services such as payment gateways, delivery providers, map services, communication platforms or other external websites.

Third parties operate according to their own terms and privacy practices.

We are not responsible for the independent content or practices of third-party websites that are outside our control.

To the maximum extent permitted under applicable law, Free Dog Free Cat will not be liable for losses arising solely from circumstances outside its reasonable control or from misuse of products or services contrary to the supplied instructions.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by the laws of the State of Kuwait, including applicable consumer protection rights.

These Terms & Conditions may be updated when necessary to reflect changes to our services, website, operations or applicable laws.

The latest version will be published through our website with the applicable update date.

These Terms & Conditions are governed by the applicable laws and regulations of the State of Kuwait.

Any dispute shall be handled in accordance with the applicable laws and competent authorities and courts of the State of Kuwait.

Customers who have questions, complaints or concerns regarding an order, product, grooming service or these Terms may contact Free Dog Free Cat using the customer service contact information published on our website.

We aim to review and respond to customer concerns fairly and within a reasonable period.