Сustomer Terms of Service
These Customer Terms of Service (the “Terms”) form the entire Agreement between you (the “Customer”) and TIPPER PORTAL L.L.C regarding your purchase of the goods and services from the Sellers via the Petville Platform available at https://petville.ae.
For the breakdown of specific terms and definitions, please refer to the Annex 1 “Terms and Definitions” below.
General Terms.
We render you the Platform which enables you to purchase Products from the Sellers authorized at the Platform.
The services so rendered are essentially the PaaS (Platform-as-a-Service) which are purposed to enable you purchase the Products via Platform directly from the Sellers. We do not promote Sellers merely rendering them the technical opportunity to advertise and sell their Products by means of the Platform.
Only authorised Customers are enabled to use the Platform. To authorise yourself as the Customer, you must successfully complete the registration available at the https://petville.ae. We will not authorise you as the Customer if:
You are under 18 years of age; or
You provided incomplete, inconsistent, inaccurate, fraudulent, outdated or false data about yourself; or
You do not reside in the UAE; or
You use the Seller Products for any other than domestic and private purpose for your household.
We will not trade with or provide any services to OFAC and sanctioned countries.
Following your authorisation as the Customer, you will be granted rights to manage your Customer Account and to procure the Products from the Sellers. Prior to ordering the Product and payment we will require you to verify your contact data accordingly.
Disclaimer:
Petville is not a veterinary clinic and does not render any medical services to you or your pets.
When procuring the Products from Sellers, you enter a direct contract with the Seller which Petville is not a party to, via the Platform. We merely render you the technical software solution to contract with the Seller and do not make any representations or warranties, whether express or implied, regarding the suitability of the Products for your case, nor regarding the Seller qualification, experience, or anticipated outcome of using the Product from a particular Seller.
Petville is not a commissioner or an agent of the Sellers, nor their authorized representative by means of the applicable law, and does not contract selling Products to you by any means; though Petville is a payment agent for the Sellers when receiving your payment for their Products. Besides transferring your payments to the Sellers, Petville does not moderate, resolve or otherwise participate any disputes with the Seller, nor is obliged to hold, revert or take any other action related to your payments; meaning that you shall direct your claims towards the Seller.
Petville is not responsible for the Sellers’ compliance with the requirements of the applicable law, specifically in relation to customers’ rights protection, advertising etc., rendering the Sellers directly responsible for abiding your freedoms, rights, and interests as set out by the law.
In case of emergency or any potentially dangerous situations for your pet, we strongly recommend you paying an offline visit to a licensed veterinary instead of seeking advice at the Platform.
Fees and Prices.
We render the Platform to our Customer at no charge, meaning that you will not pay Petville any fees for using the Platform.
Any prices, proposals, or discounts associated with the Products and available at the Platform, are set solely by Sellers and Petville does not recommend, establish, or otherwise regulate these items by any means.
Normally, we receive our fees from the Sellers which fee constitutes 25% of the Product price paid by our Customers, unless reduced during promotions or events at the Platform.
Sellers are permitted to sell their Products in packages which are payable in advance. Please refer to cancellations rules and returns laid down in article 4 “Bookings”. The packages are effective three (3) months following the purchase.
Payments.
Once you make a payment, we shall receive it and transfer to the Seller as per the provisions of the Seller Terms of Service.
We accept payments in AED only by credit and debit cards via the incorporated payment module. If you pay in different currency, the payment will be converted to AED by your bank, - please contact your service bank should you have any queries about the conversions and rates.
Petville does not take any commissions from the Customer in regard to payments. Payment service providers may collect their commissions or fees which they establish. Please check the payment terms and conditions of the chosen payment service provider carefully prior to making a payment.
Following your payment, you will receive an electronic confirmation of your payment via email within 24 hours of receipt.
Cardholder must retain a copy of transaction records and https://petville.ae policies and rules.
Bookings.
The Platform enables you to book the consultancy with the Seller to receive their Products. Booking, i.e., choice of the date and time for the consultancy with the Seller, is possible at the Platform where you can manage your bookings via your Customer Account.
Notwithstanding that we do not take part in our Sellers’ refunds and returns rules, you will be able to cancel your booking with the 100% funds return if the cancellation was done more than 24 hours before the booking. Cancellations made between 12 and 24 hours before bookings entitle you to receive a return of 50% of the paid amount, while you won’t be entitled to any returns if the cancellation was made less than 12 hours prior to booking.
Where the Seller cancelled or change the booking, you may elect to accept the change or to have 100% of your payment back accordingly.
Refunds will be done only through the mode of payment you used to pay for the services and will be processed up to 45 days depending on the issuing bank of the card you used.
Where you have a return, this will be sent in the AED and credited to the same payment method you used to settle the Seller’s price. If your payment method is in the other currency, the returned amount in AED shall be converted to a payment method’s currency which, depending on the currency rate fluctuations, may result in receiving lesser or bigger amount of funds. We do not take any commissions or fees in relation to returns and you should contact your service bank if you had any queries about the return amount in any other currency than the AED.
Returns and refunds policy apply without prejudice to customers’ statutory rights under the applicable law.
Warranties.
By Customer. You hereby represent and warrant that:
When applying for the registration at the Platform, you have carefully read and accepted these Terms and any other documents which constitute their integral part.
You rendered us correct, consistent, accurate, and up-to-date information about yourself.
You will keep up-to-date information about yourself and any other related information in your Customer Account.
You acknowledge that the information you serve to Sellers, particularly about your pet, is correct and up to date, as this may materially affects your user experience, rights and interests of you, or health and wellbeing of your pet.
You are in a proper legal capacity to enter this Agreement.
You are responsible for maintaining the confidentiality of your Customer Account and all activities that occur under it.
You will not interfere with the Platform security, source code and will not take any action which undermines Platform continuity.
You will not post false, fraudulent, or incorrect statements via the Platform, as well as the information or message which might adversely impact our reputation, the Platform, rights, freedoms or dignity of the other Sellers or Customers. The same applies to testimonials on the Platform where such functionality is provided to you.
You duly understand that the Platform does not carry out veterinary services or medical consultations and that it is advisable to attend an on-site consultancy at the veterinary clinic in dangerous situations or emergency.
Petville Warranties. We warrant that we will carry out our services with due diligence and reasonable care save to the liability limitations and no-warranty covenants set out in section 6 “Liability”.
Liabilities.
General. Parties of this Agreement assume full liability for performance of this Agreement and retain their entitlement to remedies available under the applicable law. A party of this Agreement may rely on the remedy of recovering direct actual damages caused by the breach of this Agreement by the other party.
By Seller. You accept that the Seller shall be the only party liable for the quality of Products and any other matter associated with your contract with the Seller for purchase of Products, save to express liabilities of Petville as set out herein.
Limitations.
We are not liable before the Customers for the misrepresentations, actions or omissions made by the Seller, as well as for the breach of the contract they entered for the provisions of the Products, as we are not party of the said contract.
Our total aggregate financial liability before the Customers is limited with 10,000 AED as we do not charge the Customers for the provision of our Platform.
We make no warranty or representation about the Platform’s suitability or fit for the Customer’s expectations over the use of the Platform; or compatibility of the Platform with any other software or services.
The Platform and any associated documentation are provided to you "as is" and "as available," with all faults and defects without warranty of any kind. To the maximum extent permitted under the laws of the United Arab Emirates, we, expressly disclaim all warranties, whether express, implied, statutory, or otherwise.
Indemnities.
Mutual. Parties hereto agree to hold harmless the other party and their officers, directors or employees from and against any and all third-party claims, damages, losses, liabilities, and reasonable legal expenses arising out or from (a) any material breach of the party of the representations and warranties set out in this Agreement or a Seller-Customer contract for provisions of Products; (b) any gross negligence, wilful misconduct, or fraud by the other party in the performance of obligations, or (c) any claims that the party infringed intellectual property rights of any third party in or outside the UAE.
Exclusions. The parties hereto acknowledge that no indemnity shall apply to losses resulting from the indemnified party’s own fraud or gross negligence, as such exclusions are contrary to UAE Public Policy.
Confidentiality.
Confidential Information. Parties agreed that all and any information which they communicate to each other in relation to entering, performing and terminating this Agreement is deemed confidential, regardless of whether it was communicated orally, electronically or in writing, save to the exceptions regarded by the applicable law.
Mutual Obligations. Parties agree, in relation to the confidential information acquired from the other party to:
Hold all confidential Information in strict confidence and use it solely for the purpose of this Agreement.
Apply at least the same degree of care to protect the information as it uses for its own confidential data, but in no event less than a reasonable standard of care; and
Restrict access to employees, advisors, or affiliates who "need to know" and who are bound by confidentiality obligations at least as restrictive as those herein.
Disclosures. Parties are not permitted to share confidential information received from the other party with the third parties beyond prior written authorisation of the disclosing party, except for where such disclosure is made:
To their directors, officers, employees, advisors, or affiliates which are under the confidentiality obligations and are inevitably required to have such information; and
Upon the court decision or order or is expressly required pursuant to the applicable law.
Survival. Confidentiality obligations survive termination of this Agreement for five (5) consecutive years.
Intellectual Property.
Ownership. We retain all intellectual property rights, including the copyright, trademark and any other intellectual property to the Platform and its content except for the Seller content and Customer content. Under no means the Customer is permitted to use the Platform and its content otherwise than expressly set out in this article 8.
Petville Licence. Along with the services we grant the Customer a non-exclusive, temporary, limited and free-of-charge licence to use the Platform solely to display it at the Platform within the functional boundaries of the Platform. The Customer shall not reverse engineer, disassemble the Platform nor shall not create copies of the Platform or our content presented via the Platform.
Customer Content. Customer shall retain intellectual property rights over the content they place on the Platform with giving us non-exclusive, temporary, limited and free-of-charge licence to replicate, distribute and communicate the Customer content by means of the Platform and solely for the purposes of carrying out the services as set out in this Agreement.
Disputes.
Forum. Any disputes arising out of or in relation of this Agreement fall under the exclusive jurisdiction of the courts in mainland UAE under the applicable law.
Account & Content Suspension.
Should we receive any claims from the third parties or authorities which may certify that you are in breach of this Agreement, we reserve the right, not an obligation, to suspend your Customer Account or any your posting with giving you an immediate notice via email on the grounds of such a suspension. We will seek clarification from you and evidence of compliance with this Agreement to waive the suspension.
Although we do not pre-moderate the Customer content, we may oversee the Customer actions and postings and take down specific information or reverse the actions which we find contrary to this Agreement and (or) applicable law, with or without suspending Customer Account. We will give you immediate notice of any such events for further reconciliation.
Term & Termination.
This Agreement turns into force once you were authorised as the Customer at our Platform and continues until termination of your Customer Account.
Termination by Customer. You may terminate your Customer Account for convenience by means of the Platform.
Termination by Petville. We may terminate your Customer Account if:
You committed an incurable breach of this Agreement, or a material breach which you failed to cure within reasonable time which may not exceed fifteen (15) business days following your receipt of our notice.
Your account was inactive for one (1) year, meaning that you did not visit the Platform during the said period.
We suspended your Customer Account and you did not contribute to prove your compliance with this Agreement during fifteen (15) business days following the account suspension.
Post-Termination.
Upon your Customer Account termination, your Customer content will be not any more visible at the Platform and you will not be able to operate your Customer Account. Any outstanding amounts which are due for you as the beneficiaries, will be transferred to you within thirty (30) calendar days following your account termination.
Notices.
Parties hereto shall communicate any legal notices via the email.
We will communicate with you using the email address you’ve mentioned at the registration stage or at the email you listed in your Customer Account as the communication email.
You shall give us legal notices by sending them to the following email: legal@petville.ae.
The notice is deemed to be delivered on the next day if sent after 16.00 and on the same day if sent between 9.00 and 16.00.
Miscellaneous.
Data Privacy. Please check out our Privacy Policy to discover how we handle your personal data. Without prejudice to the above:
all credit/debit cards’ details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties as we will not pass any debit/credit card details to third parties.
We take appropriate steps to ensure data privacy and security including through various hardware and software methodologies. However, we cannot guarantee the security of any information that is disclosed online
We are not responsible for the privacy policies of websites to which it links. If you provide any information to such third parties different rules regarding the collection and use of your personal information may apply. You should contact these entities directly if you have any questions about their use of the information that they collect.
Integrity. This Agreement along with the Privacy Policy constitute and entire agreement between you and us and supersedes any prior negotiations, agreements, communication, proposals and representations as regards it subject matter.
Severability. Where any provision of this Agreement was or becomes void or unenforceable, we will replace such a provision with the other of a proper legal effect which resembles the replaced provision as close to its sense as practicable. Voidable or unenforceable provisions do not impact legal force and effect of any other provisions of this Agreement.
Applicable Law. This Agreement was construed and is governed by the UAE Law.
No Agency. Nothing in this Agreement was construed to make up a commercial agency or a joint venture under the applicable law between them. The parties expressly acknowledge that this Agreement does not constitute a commercial agency as defined under the UAE Federal Decree-Law No. 3 of 2022 (as amended), and that neither party will attempt to register this Agreement as a commercial agency agreement, franchise, or distribution agreement. Petville does not sell nor distributes the Products and neither part of them to Customers.
Modifications. Petville retains the right to modify this Agreement at any time by publishing a new edition of the Agreement on their website. The modifications become effective thirty (30) days following the publication date indicated on then-current version of the Agreement. We will track the versions and expressly indicate the effective date for then-current version on the Agreement, online. Should you continue using the Platform following the expiry of a thirty (30) days period referred to herein, this will mean your unambiguous acceptance of the modified Agreement.
Grievance. Should you be aggrieved with the Seller Products or any other information which is available at the Platform you find detrimental or abusive, you are welcome to send your claim to support@petville.ae. At the same time, please be mindful that Petville does not arbiter potential disputes between you, Sellers and other Customers and we are not required to take an action upon your claim unless otherwise was set up in this Agreement or by the law.
EULA. The End User Licence Agreement is provided as the Annex 2.
Annex 1 “Terms and Definitions”
“Petville”, “us”, “we”, “our” in this Agreement refer to TIPPER PORTAL L.L.C, a limited liability company incorporated in Dubai, United Arab Emirates, registered at Dubai Investment Park First, OFFICE BLDG - OF 107, UAE with the registration number 1045013.
“Customer”, “you”, “your” in this Agreement refer to a natural person which uses the Platform for purchasing the Products from Sellers for their domestic, non-commercial and household purposes.
“Platform” shall mean a complex software solution available at https://petville.ae website, namely the platform which we render to Customer as a service with the Customer functionality.
“Products” shall mean specific types of goods and services which the Seller is permitted to sell to Customers via Platform.
“Customer Account” shall mean a piece of the Platform which enables the Customer to set up and manage their information, the bookings and related information as described in the Agreement.
Annex 2. EULA.
Last Updated: 23.04.2026
This End User License Agreement (“Agreement”) is a binding legal agreement between TIPPER PORTAL L.L.C, a limited liability company incorporated in Dubai, United Arab Emirates (“Petville”, “we”, “us”, or “our”) and you, the Customer (“you” or “your”). This Agreement governs your use of the Petville application and Platform.
ACKNOWLEDGMENT.
Petville and the Customer acknowledge that this Agreement is concluded between Petville and the Customer only, and not with Apple Inc., their subsidiaries and affiliates which render you the AppStore (“Apple”) or Google Inc., their subsidiaries and affiliates which render you the Google Play Store (“Google”), while Apple and Google are hereinafter jointly referred to as the Application Distributors.
Save to the provisions of the Agreement and the respective covenants, Petville, not Application Distributors, is solely responsible for the Petville Platform and the content thereof.
SCOPE OF LICENSE. Petville grants you a non-exclusive, temporary, limited, non-transferable, and free-of-charge license to use the application on any compatible products that you own or control. This license is for your domestic, private, and household use only. You shall not reverse engineer, disassemble, or create copies of the Platform.
MAINTENANCE AND SUPPORT.
Petville is solely responsible for providing any maintenance and support services with respect to the Platform.
Petville and the Customer acknowledge that Application Distributors have no obligation whatsoever to furnish any maintenance and support services with respect to the application and the Platform.
You may delete your account at any time via the Platform or the following link https://petville.ae/owner/profile.
PAYMENTS, BOOKINGS AND REFUNDS.
Please refer to provisions laid down in articles 2-4 of the Agreement.
Where you use an in-app billing systems provided by the Application Distributors, those providers’ terms will apply.
WARRANTY & DISCLAIMER.
Platform Warranty: Petville warrants that services will be carried out with due diligence and reasonable care, subject to liability limitations.
Application Distributors’ Warranty Obligation: In the event of any failure of the Platform to conform to any applicable warranty, you may notify Application Distributors, and they will refund the purchase price (if any) for the app. To the maximum extent permitted by applicable law, Application Distributors will have no other warranty obligation whatsoever with respect to the Platform.
Service Disclaimer: Petville is not a veterinary clinic and does not render medical services. We make no warranty regarding the suitability of Products or Seller qualifications. The Platform is provided "as is".
PRODUCT CLAIMS. Petville, not Application Distributors, is responsible for addressing any claims of the Customer or any third party relating to the Platform, including: (i) product liability claims; (ii) any claim that the Platform fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection or similar legislation.
INTELLECTUAL PROPERTY RIGHTS. Petville and the Customer acknowledge that, in the event of any third-party claim that the Platform or the Customer’s possession and use of the Platform infringes that third party’s intellectual property rights, Petville, not Application Distributors, will be solely responsible for the investigation, defense, settlement, and discharge of any such intellectual property infringement claim.
LEGAL COMPLIANCE.
The Customer represents and warrants that:
You are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist supporting” country; and
You are not listed on any U.S. Government list of prohibited or restricted parties.
You reside in the UAE and are over 18 years of age.
USER-GENERATED CONTENT (UGC).
To ensure a safe environment, you agree not to post false, fraudulent, or abusive statements.
Petville reserves the right to suspend accounts or take down content that is contrary to this Agreement or applicable law.
Users may report grievances or abusive content to support@petville.ae.
DEVELOPER CONTACT INFORMATION.
Please direct any questions, complaints, or claims to:
Company Name: TIPPER PORTAL L.L.C
Address: Dubai Investment Park First, OFFICE BLDG - OF 107, UAE
Email: support@petville.ae
Telephone: +97158585593
THIRD-PARTY TERMS OF AGREEMENT
You must comply with applicable third-party terms of agreement when using the Platform (e.g., your wireless data service agreement or payment provider terms).
THIRD-PARTY BENEFICIARY.
Petville and the Customer acknowledge and agree that Application Distributors, are third-party beneficiaries of this Agreement, and that, upon the Customer’s acceptance of the terms and conditions of this Agreement, Application Distributors will have the right (and will be deemed to have accepted the right) to enforce this Agreement against the Customer as a third-party beneficiary thereof.
DATA PRIVACY.
Petville values and safeguards your privacy. Please check our Privacy Policy to reveal how we use and process your personal data.
GOVERNING LAW. This EULA is governed by the laws of the United Arab Emirates. Any disputes fall under the exclusive jurisdiction of the courts in mainland UAE.