Terms & Conditions

Pets Veterinary Clinic

Effective Date: 1 January 2025

Introduction

Pets Veterinary Clinic (“the Clinic”, “we”, “us”, “our”) is a licensed veterinary practice based in Doha, Qatar. In addition to our in-clinic services, we offer online veterinary consultation services for pet owners across Qatar, accessible via our website, WhatsApp, and approved video/call platforms.

These Terms and Conditions govern the use of our online consultation service and supplement any broader terms applicable to our in-clinic services. They are intended to protect both our clients (“you”) and our veterinary professionals, and to ensure the highest standard of care is maintained remotely.

Definitions

Clinic — Pets Veterinary Clinic, operating in Qatar.
Client / Pet Owner — The individual booking and attending an online consultation.
Pet — A domesticated dog or cat registered under the Client’s account.
Online Consultation — A remote advisory session conducted via video call, audio call, WhatsApp, or text-based chat.
Vet / Veterinary Professional — A licensed veterinarian employed by or contracted to Pets Veterinary Clinic.
Session — A single booked online consultation appointment.
Emergency — Any situation posing an immediate and serious risk to a pet’s life or welfare.
Platform — The Clinic’s website (petsveterinaryclinic.com), WhatsApp number, or any approved digital communication channel.

Eligibility

You must be at least 18 years of age to book an online consultation.
You must be located within the State of Qatar at the time of the consultation.
You must be the legal owner or an authorized caregiver of the pet for which the consultation is being sought.
You must hold a valid Qatar ID (QID) or residency permit. This may be requested for verification.
You agree that the pet is a dog or cat. Online consultation is not currently offered for other animal species.
Dogs must be legally registered and vaccinated in accordance with Qatar’s municipal regulations. Proof of registration may be requested.

Scope of Online Consultation Service

What We Can Help With Online

Our online consultation service is appropriate for:

General health and wellness queries for your dog or cat.
Symptom assessment and initial triage for non-emergency conditions.
Nutrition, diet, and weight management advice.
Behavioral concerns and training guidance.
Skin, coat, eye, ear, and digestive concerns — where visual assessment is sufficient.
Post-operative or post-visit follow-up and recovery support.
Vaccination schedule queries and preventive care planning.
Advice on when an in-clinic visit is required.
Second-opinion guidance based on existing medical records.

What Cannot Be Handled Online

The following are outside the scope of any online consultation:

Physical examination, hands-on assessment, or any invasive procedure.
Emergency or life-threatening situations (see Section 5).
Laboratory diagnostics, blood tests, X-rays, or ultrasound.
Surgical advice requiring direct clinical evaluation.
Prescription of controlled or regulated medications without a prior physical examination as required under Qatari law.
Official health certificates, travel documentation, or government-required veterinary reports.
Vaccination administration or microchipping.
Definitive diagnosis — online advice is advisory in nature and does not replace a clinical diagnosis.

Emergency Protocol

Online consultation is NOT suitable for emergencies. If your pet shows any of the following signs, please go IMMEDIATELY to the nearest veterinary emergency facility. Do not wait for an online session.

Difficulty breathing, choking, or open-mouth breathing (especially in cats)
Suspected poisoning or ingestion of a toxic substance
Collapse, loss of consciousness, or unresponsiveness
Seizures or severe muscle tremors
Severe trauma: road accident, fall from height, or animal attack
Uncontrolled or severe bleeding
Inability to urinate, especially in male cats (possible life-threatening blockage)
Suspected broken bones or severe pain
Prolonged vomiting, diarrhea with blood, or severe abdominal bloating (especially in large dogs)

In Qatar, call Civil Defense on 999 or contact Hamad Medical Corporation (HMC) for urgent assistance.

For urgent (non-life-threatening) queries, you may contact us via WhatsApp: +974 3357 5222

Booking an Online Consultation

Online consultations may be booked via WhatsApp (+974 3357 5222), through our website (petsveterinaryclinic.com), or any other booking method the Clinic makes available.
Clients must provide their name, pet’s name, species (dog or cat), breed, age, and a brief description of the reason for consultation at the time of booking.
Confirmation of the appointment will be sent via WhatsApp or email.
Sessions are conducted at the agreed time. Please ensure you are ready and in a quiet, well-lit location 5 minutes before your scheduled session.
Pets should be calm and visible (for video consultations). Ensure good lighting so the Vet can visually assess your pet where needed.
The Clinic reserves the right to refuse or discontinue a session if it becomes clear that the matter is an emergency or requires in-person care.

Cancellations, Rescheduling & No-Shows

Client Cancellations

Cancellations made more than 24 hours before the session: Full refund (if prepaid).
Cancellations made between 2 and 24 hours before the session: 50% refund.
Cancellations or no-shows within 2 hours of the session: No refund.

Rescheduling

Clients may reschedule at no charge if notified at least 12 hours in advance.
Requests within 12 hours of the scheduled session are subject to availability and may incur an administrative fee of QAR 25.

Clinic Cancellations

If the Clinic cancels a session due to Vet unavailability or technical issues, a full refund will be issued or a reschedule offered at no additional cost.

Fees & Payment

Consultation fees are communicated at the time of booking and are quoted in Qatari Riyals (QAR).
Payment is accepted via bank transfer, WhatsApp Pay, or other methods notified by the Clinic.
Full payment is required prior to or at the time of the session unless otherwise agreed.
The Clinic reserves the right to modify consultation fees at any time. Booked sessions will not be affected by a price change after booking confirmation.
A consultation summary or receipt will be provided upon request, suitable for personal records or insurance reimbursement purposes.
The Clinic does not directly bill pet insurance providers. Clients should claim reimbursement independently.

Pet Owner Responsibilities

You confirm that you are the legal owner or an authorized caregiver of the pet named in the booking.
You will provide accurate, honest, and complete information about your pet’s medical history, current symptoms, medications, and diet.
You understand that inaccurate or withheld information may negatively affect the quality of advice given.
You will follow all guidance, recommendations, and aftercare instructions provided by the Vet during the consultation.
If the Vet advises that an in-person visit is necessary, you agree to seek in-clinic care promptly.
You are responsible for ensuring your pet is calmly and safely managed throughout the session.
You will comply with all applicable Qatari laws regarding pet ownership, vaccination (rabies vaccination is mandatory for dogs in Qatar), and municipal licensing.
You will treat our veterinary professionals and staff with respect and courtesy at all times.

Nature of Online Advice — Important Limitations

📋 Please Read Carefully

Online consultations provide professional veterinary guidance based on the information and visuals you share. However:

• Advice given during an online session is advisory and informational— it is not a substitute for a full in-person clinical examination.

• A definitive diagnosis cannot always be made remotely. A follow-up in-clinic visit may be recommended.

• The Vet’s assessment is based solely on what you describe and what is visible during the session.

• If your pet’s condition changes or worsens after the session, please contact the Clinic or seek emergency care immediately.

Prescriptions & Medications

Veterinary prescriptions issued via online consultation are subject to the laws and regulations of the Ministry of Environment and Climate Change (MECC) and the Ministry of Public Health (MOPH) of Qatar.
Prescriptions may only be issued remotely where the Vet is satisfied that it is clinically appropriate and legally permissible under Qatari regulations to do so.
For new conditions requiring controlled or regulated medications, an in-clinic visit will typically be required before a prescription can be issued.
Prescription renewals for stable, previously diagnosed conditions may be issued at the Vet’s discretion.
Clients must present prescriptions only to licensed veterinary pharmacies or dispensaries in Qatar.
Pets Veterinary Clinic is not liable for medications obtained from unlicensed or unverified sources.
A written record of all prescriptions issued will be maintained and shared with the Client via WhatsApp or email within 24 hours of the session.

Medical Records & Session Summaries

A written summary of each consultation will be shared with the Client via WhatsApp or email within 24 hours of the session.
Medical records are retained securely in accordance with Qatari law.
Clients may request access to their pet’s records held by the Clinic at any time.
Records may be used for follow-up care, referral letters, or internal clinical review.

Privacy & Data Protection

All personal and pet data collected during the consultation process is handled in accordance with Qatar’s Personal Data Privacy Protection Law (Law No. 13 of 2016).
We collect only the information necessary to provide the consultation service: your contact details, Qatar ID (where required), and your pet’s medical information.
Your data will not be sold, shared with, or disclosed to any third party without your explicit consent, except where required by law or regulatory bodies.
Photos, videos, or documents shared during a session are used solely for the purpose of providing veterinary advice and are stored securely.
To request deletion of your data or session records, please contact us at [email protected] or via WhatsApp on +974 3357 5222.

Confidentiality & Recording

All consultation content is treated as confidential between the Client, the Pet, and the attending Vet.
Sessions will NOT be recorded by the Clinic without your explicit prior written consent.
Clients must not record sessions without the consent of the attending Vet.
Any recordings made with consent are for personal or medical reference purposes only and must not be shared publicly.

Veterinary Professional Standards

All veterinarians providing online consultations through Pets Veterinary Clinic are licensed and registered with the relevant authority in Qatar (MECC and/or QCHP as applicable).
Our Vets adhere to the professional and ethical standards of veterinary practice applicable in Qatar.
Vets retain full clinical independence. Pets Veterinary Clinic does not direct clinical decisions.
If a Vet determines that in-person assessment is necessary, they are obligated to communicate this clearly and immediately to the Client.

Limitation of Liability

Pets Veterinary Clinic provides online consultation on a best-efforts, advisory basis. Veterinary outcomes cannot be guaranteed.
The Clinic and its Vets shall not be held liable for any loss, injury, deterioration of health, or death of a pet arising from: reliance on online advice where an in-person visit was recommended but not attended; inaccurate or incomplete information provided by the Client; or the inherent limitations of remote assessment.
Our liability in connection with any online consultation is limited to the fee paid for that specific session.
Nothing in these Terms excludes liability for gross negligence or willful misconduct by our veterinary professionals.

Prohibited Uses

Clients must not use the online consultation service to:

Obtain advice for animals other than dogs or cats, or for animals not registered in the booking.
Seek prescriptions intended for human consumption or for resale.
Provide false identification or misrepresent pet ownership.
Record and share session content publicly without explicit consent from the Vet and the Clinic.
Harass, threaten, or behave inappropriately toward our veterinary staff.
Conduct any activity in violation of Qatari law.

The Clinic reserves the right to immediately terminate any session and to suspend or permanently ban any Client found in violation of these provisions.

Qatar Regulatory Compliance

This service operates in compliance with the laws and regulations of the State of Qatar, including those issued by the Ministry of Environment and Climate Change (MECC), the Ministry of Public Health (MOPH), and applicable municipal authorities.
Dog owners must comply with Qatar’s mandatory pet registration and rabies vaccination requirements.
Certain dog breeds may be subject to ownership restrictions under Qatari law. It is the Client’s responsibility to ensure lawful ownership before seeking consultation.
The Clinic cooperates fully with relevant regulatory authorities and reserves the right to report unlawful animal ownership or welfare concerns to the appropriate bodies.

Amendments to These Terms

Pets Veterinary Clinic reserves the right to update or modify these Terms at any time. Any changes will be published on our website (petsveterinaryclinic.com) and, where material, communicated via WhatsApp or email at least 14 days before the changes take effect. Continued use of the online consultation service after notification of changes constitutes your acceptance of the revised Terms.

Governing Law & Disputes

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Qatar.
In the event of a dispute, we encourage Clients to contact us directly in the first instance so we can resolve the matter informally.
Unresolved disputes will be subject to the exclusive jurisdiction of the courts of the State of Qatar.
Complaints may be directed to: [email protected] or +974 3357 5222.

Contact Us

Clinic Name	Pets Veterinary Clinic
Website	www.petsveterinaryclinic.com
Phone & WhatsApp	+974 3357 5222
Email	[email protected]
Location	Doha, State of Qatar
Consultation Hours	Saturday – Thursday: 8:00 AM – 10:00 PM \| Friday: 1:00 PM – 10:00 PM (Qatar Time)
Instagram	@petsclinic_qatar