VETS VAN · Legal
Terms & Conditions of Service and Privacy Notice
Please read before you pay. By ticking the acceptance boxes at checkout you confirm that you have read, understood and agree to Part A (Terms & Conditions) and Part B (Privacy Notice). If you do not agree, please do not complete your booking.
Key points at a glance
- VETS VAN is a mobile (home-visit) service for dogs and cats. It is not an emergency service. If your pet is in an emergency, go to the nearest emergency veterinary hospital immediately (clause 4).
- Your booking is confirmed only when we confirm it. Prices are in Saudi Riyals and include VAT. Payment is taken before the visit (clauses 6 and 7).
- You can cancel or reschedule free of charge up to 24 hours before your appointment window. Late cancellations, no-shows and refusals carry a fee. There is no refund if you refuse or stop a service, or if the booking is cancelled because of your or your pet's behavior (clause 8).
- You must give us accurate information about your pet's health and behavior and keep your pet safely restrained. You are responsible for your pet's behavior. Our team's safety comes first: abusive or unsafe conduct, or an aggressive pet, can lead to the visit being stopped or cancelled without a refund (clauses 8.6, 11 and 19).
- If you allow the veterinarian to start a service, you consent to it (higher-risk procedures need your specific consent). No outcome is guaranteed, and the Company is not responsible for complications after treatment, to the extent the law permits (clauses 9, 10 and 20).
- Health and travel certificates depend on the rules of authorities and destination countries, which we do not control (clause 12).
- We use your personal data to provide the service, as explained in Part B. By accepting, you agree to receive marketing messages, which you can stop at any time. You can also withdraw your consent and use your data rights.
- Any claim lies against the Company only, not its owners, managers, veterinarians or assistants (clause 20). Saudi law applies, and your mandatory statutory consumer rights are not affected (clauses 1.6 and 25).
This summary is for convenience only. The full terms below apply.
Part A: Terms & Conditions
1. About These Terms
1.1These Terms & Conditions ("Terms") and the Privacy Notice in Part B form the agreement between you and Elite Art Company (Single Person Company), Commercial Registration No. 1010342069, VAT No. 300848569100003, whose registered address is Qurtubah District Al Thummamh rd. 13248, Riyadh, Kingdom of Saudi Arabia, which operates the VETS VAN mobile veterinary clinic ("VETS VAN", "we", "us" or "our"). Pursuant to the trademark registration with the Saudi Authority for Intellectual Property (SAIP), under Registration No. TM-01-00-37267-24.
1.2You must read and accept these Terms before you pay for a booking. By ticking the acceptance boxes and proceeding to payment, you agree to be bound by them.
1.3You confirm that you are at least 18 years old, have the legal capacity to enter into this agreement, and are either the owner of the Pet or are authorized by the owner to book the Services and give the consents described in these Terms. If you book for someone else, you are responsible for making sure they are aware of and accept these Terms.
1.4We may update these Terms from time to time. The version in force when you make a booking applies to that booking. Changes will not affect a confirmed booking unless the law requires it.
1.5These Terms are provided in English and Arabic. If there is any difference between the two versions, the Arabic version prevails.
1.6Nothing in these Terms limits any right you have under the mandatory consumer protection laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and its Implementing Regulations.
2. Definitions
2.1In these Terms:
(a)"Appointment Window" means the time window shown in your booking confirmation during which our team is expected to arrive.
(b)"Booking" means a request for Services made through our website, booking platform, phone or messaging channels.
(c)"Pet" means the dog or cat named in your Booking.
(d)"Services" means the veterinary and related services listed in your Booking, including any additional services agreed during the Visit.
(e)"Team" means the veterinarians, veterinary assistants, drivers and other personnel who attend the Visit.
(f)"Visit" means the attendance of our mobile clinic at the location you gave us.
(g)"Visit Fee" means the price shown at checkout for the Booking, including any call-out or travel component.
(h)"you" means the person making the Booking and, where the context requires, the owner of the Pet.
3. Our Services
3.1VETS VAN provides mobile, home-visit veterinary services for dogs and cats in Riyadh. Our services currently include wellness examinations, vaccinations, diagnostic laboratory tests, dental cleaning, sick visits, microchipping, mobile diagnostic imaging, and health and travel certificates. The current list and prices are shown on our website and booking platform. Not every service is available at every time or location.
3.2Services are provided by veterinarians licensed by the Ministry of Environment, Water and Agriculture (MEWA), assisted by veterinary assistants working under their supervision. Licensing details are available upon request.
3.3A mobile clinic has limits. Some procedures, tests, anesthesia, surgery and hospitalization cannot be performed safely in a van or at home. The veterinarian decides what can be done safely and may recommend referral (clause 15).
3.4We serve the areas listed on our website. We may decline Bookings outside our service area or outside our operating days and hours.
3.5We treat dogs and cats only. We do not treat other animals.
3.6Information on our website and social media is general and does not replace the advice of a veterinarian who has examined your Pet.
3.7We may change, suspend or discontinue any Service. This will not affect a confirmed Booking, except where clause 22 (Force Majeure) or safety reasons apply, in which case we will reschedule or refund.
4. Not an Emergency Service
4.1VETS VAN is not an emergency or 24-hour service and cannot attend immediately.
4.2If your Pet shows signs of an emergency, such as difficulty breathing, collapse, seizures, severe bleeding, suspected poisoning, major trauma, a bloated or swollen abdomen, or inability to pass urine, go immediately to the nearest emergency veterinary hospital. Do not wait for a mobile appointment. The Hospital can be reached at 920011626.
4.3We are not responsible for harm caused by delay where you chose to wait for a scheduled Visit despite signs of an emergency.
5. Your Responsibilities
5.1Accurate information. You must give us complete and accurate information about yourself, your address, and your Pet, including identity, age, breed, weight, medical history, vaccination status, medications, allergies, previous reactions to medicines or anesthesia, pregnancy, any history of biting or aggression, and any contagious disease or recent exposure to one.
5.2Updates. You must tell us promptly if anything changes between the Booking and the Visit, such as new symptoms or a biting incident.
5.3Preparation. You must follow our pre-visit instructions, for example fasting before sedation, keeping your cat in a carrier, and having vaccination records ready.
5.4Presence. You, or an authorized adult aged 18 or over who can give consent for the Pet, must be present for the whole Visit.
5.5Safe place. You must provide a safe, clean, well-lit and accessible area for the examination, with access and parking for the van. Other pets and children must be kept away from the examination area.
5.6Restraint. Dogs must be on a leash or in a harness. Cats must be in a carrier or in a closed room. We may require a muzzle or additional restraint for safety.
5.7Identification. We may ask to verify your identity and your Pet's identity, including by scanning a microchip.
6. Booking, Appointments and Arrival
6.1Booking and confirmation. A Booking is a request. It becomes a confirmed appointment only when we send you a confirmation by SMS, phone call, WhatsApp or email and the payment required under clause 7 has been completed. Until then we may decline the Booking for any reason, such as unavailability, location, or safety. If we decline, any amount you paid will be refunded.
6.2Appointment Window. The Appointment Window is an arrival window, not an exact time. Traffic and the length of earlier Visits can cause delays. We will tell you about significant delays. If we arrive more than 90 minutes after the end of the Appointment Window, you may reschedule free of charge. If we cannot offer a suitable alternative time within 7 days, you may cancel and receive a full refund.
6.3Address and access. You must give us a correct address and map location, building and gate access instructions, and a phone number that you can answer during the Appointment Window.
6.4Waiting time. We will wait up to 15 minutes after arrival for you and your Pet to be ready. After that, the Visit may be treated as a no-show under clause 8.5. If you become ready after the waiting time, we will try to proceed if our schedule allows, and we may charge a waiting fee of 100 SAR per hour.
6.5Reminders and confirmation. We may send you a reminder 24 hours before your appointment. If we ask you to confirm your attendance and we hear nothing from you by the time stated in the reminder, we may try to contact you and, if we cannot reach you, release the slot. The cancellation will then be treated as a late cancellation under clause 8.2.
6.6Changes you request. You may change the date, time, address or services of a confirmed appointment by contacting us as described in clause 8.3. Changes depend on availability. A change to the address or services may change the price.
6.7Changes we make. We may reschedule a Visit for operational reasons, such as vehicle, staffing, traffic or weather issues. We will give you as much notice as we can and offer a new time or a refund (clause 8.7).
6.8Length of the Visit. The time needed depends on the Services and on your Pet. Additional services requested during the Visit may be limited by our schedule for the day.
7. Prices and Payment
7.1Prices are in Saudi Riyals (SAR) and include value added tax (VAT) at the prevailing rate. The price shown at checkout is the price for that Booking.
7.2Payment is required in full before the Visit or starting the service by using the payment methods offered in our booking platform. Payments are processed by third-party payment providers. We do not store your full card details.
7.3If the veterinarian recommends additional services or treatments during the Visit, we will explain them, give you the price and obtain your consent before proceeding, except in an emergency under clause 16. Payment for these additional services is due at the time of the Visit.
7.4Prices for diagnostics and medications that depend on your Pet's condition are estimates until the Visit. The final price is shown on your invoice.
7.5We issue electronic tax invoices in line with Saudi tax and e-invoicing requirements. Please make sure your invoice details are correct, including your business details if you need a business invoice.
7.6If a payment fails or is reversed, we may cancel the Booking or ask for another payment method. You remain responsible for any unpaid amount.
7.7If you disagree with a charge, please contact us before raising a dispute with your bank. If a dispute is raised, we may give your bank or payment provider the records of your Booking, your acceptance of these Terms, your consents and the Services provided.
7.8Where a refund is due, we will return it to the original payment method within 15 business days. Your bank may need additional time.
7.9Price changes apply only to future Bookings.
8. Cancellation, Rescheduling, No-Shows, Returns and Refunds
8.1Free cancellation or rescheduling. You may cancel or reschedule free of charge at least 24 hours before the start of the Appointment Window. We will refund you in full or give you a credit, as you choose. You may reschedule a Booking up to two times free of charge. Further changes are treated as a cancellation and a new Booking.
8.2Late cancellation or rescheduling. If you cancel or reschedule less than 24 hours but more than 6 hours before the start of the Appointment Window, we may keep 50% of the Visit Fee. If you cancel or reschedule 6 hours or less before the start of the Appointment Window, it is treated as a no-show under clause 8.5.
8.3How to cancel or change. Contact us through the booking platform, WhatsApp or phone call. A cancellation or change takes effect when we receive it, and we will confirm it to you. Messages sent outside our working hours are treated as received when we next open.
8.4Late arrival or unavailability of the client. If you or your Pet are not ready when the Team arrives, clause 6.4 (waiting time) applies. If you are not ready after the waiting time, the Visit may be treated as a no-show.
8.5No-show or refusal. A no-show means that: nobody is available at the address; we cannot reach you; we cannot access the address or building; the address you gave us is wrong; your Pet is not available or not safely restrained within the waiting time; or you refuse the Services, or refuse to go ahead with the Visit, after we arrive. In a no-show or refusal no refund or credit is given, and we keep 100% of the Visit Fee, plus the cost of any laboratory items or consumables already prepared for your Pet. If the fee was not paid in advance, it remains payable. After two no-shows within 12 months, we may require full prepayment for future Bookings or decline them.
8.6Cancellation or termination caused by the client: no refund. The Company may refuse, cancel, suspend or end a Booking or Visit without any refund or credit if: (a) you or anyone at the location is abusive, threatening, harassing, disrespectful or discriminatory toward any member of the Team; (b) the location is unsafe; (c) your Pet shows aggression or behavior that puts the Team at risk, or cannot be safely restrained, whether or not you told us about it; (d) you gave inaccurate or incomplete information, or did not disclose something relevant; (e) you did not follow our pre-visit instructions and the Service cannot safely be performed; (f) the Client requests or engages in any conduct that violates applicable laws or regulations, veterinary professional ethics, or the customs, traditions, and Islamic principles observed or recognized in the Kingdom of Saudi Arabia; (g) a payment fails or is reversed; or (h) you otherwise breach these Terms. In these cases we keep the full Visit Fee and any other amount paid.
8.7Cancellation or changes by us. If we cancel or change your appointment for reasons that are not your fault, or arrive later than allowed in clause 6.2, we will offer a free reschedule or a full refund.
8.8Your statutory rights. Nothing in this clause limits any right you have under Saudi law to terminate a distance contract within the statutory period where the Service has not been used. If you validly use such a right, we will refund what you paid, less any costs the law allows us to deduct or require you to bear, and less the cost of any part of the Services already provided.
8.9Services started, stopped or provided. Once the veterinarian has started a Service, the Visit Fee and the price of that Service are not refundable. This applies if you stop, interrupt or refuse to continue the Service at any time and for any reason, and to any Service already provided. A Service cannot be "returned". If you believe a Service was not provided properly, you may complain under clause 24. Any remedy is at our discretion and subject to clause 20, except where mandatory law requires otherwise.
8.10Returns of products. The following applies to medicines, vaccines and other products we may supply:
(a)prescription medicines, vaccines and any product that needs cold-chain or controlled handling cannot be returned or exchanged once dispensed or administered, for safety and regulatory reasons.
(b)if we sell retail products: unused and unopened products in their original packaging may be returned within 7 days of purchase with proof of purchase, for a refund or exchange.
(c)products made or prepared for your Pet's specific needs (for example compounded medicine or special orders) cannot be returned unless they are defective.
(d)if a product is defective, damaged, expired or not what you ordered, tell us within 48 hours of the Visit or delivery and we will replace it or refund it.
(e)where the return is due to our error, we cover the cost. Otherwise you bear any return costs.
8.11Refunds. Where a refund is due, we will pay it to the original payment method within the period in clause 7.8. We may deduct amounts that these Terms allow. Credits are valid for 3 months.
8.12No other refunds. Subject to clause 8.8 and mandatory law, and except where these Terms expressly provide for a refund, all payments are non-refundable. Where we give a refund for any reason, we may deduct payment-processing fees, costs already incurred for the Booking, and any amounts you owe us.
9. Veterinary Care and Consent
9.1Professional judgment. Our veterinarians use their independent professional judgment. They may change, decline or stop any Service in the interest of your Pet's welfare or the safety of the Team.
9.2General consent and consent by conduct. By accepting these Terms you consent to: (a) the physical examination and handling reasonably needed; (b) the routine procedures you booked, such as vaccination or microchipping; and (c) the collection of samples and the diagnostic tests that the veterinarian reasonably considers necessary during the Visit. In addition, if you do not refuse a Service and you allow the veterinarian to begin it, you consent to that Service and to the examination, handling, sampling and routine tests reasonably needed for it.
9.3Specific Consent. Before performing any high-risk procedure, including sedation, anesthesia, dental treatment under anesthesia, or any invasive procedure, the veterinarian shall explain the purpose and nature of the procedure, its associated risks, available alternatives, and costs to the Client. The veterinarian shall obtain the Client's specific consent prior to performing the service. Such consent may be provided in writing, electronically, via a recorded message, or verbally, provided that any verbal consent is duly documented.
9.4Declining care. You may decline any recommended care. We will record your decision. We are not responsible for the consequences of recommended care that you decline or delay.
9.5Authority. You confirm that you have authority to consent for the Pet. If you are not the owner, you confirm that the owner has authorized you and you accept responsibility for that authority.
9.6Basis of advice. Advice and findings are based on the information you give and on what can reasonably be examined in a home setting.
10. Risks and No Guarantee of Outcome
10.1All veterinary care involves risk, even when performed with reasonable skill and care. Risks include reactions to vaccines or medicines (such as swelling, lethargy or allergic reaction), stress, bruising, infection, complications from sedation or anesthesia, and unexpected findings. Rare complications can be serious and may include death.
10.2Tests and imaging performed in a mobile setting may be less comprehensive than those in a hospital. Some findings may need confirmation by a laboratory or at the Hospital.
10.3No guarantee. We do not guarantee any particular result, diagnosis or cure, that a procedure will succeed, or that any certificate will be accepted. The Services are provided in line with accepted veterinary practice and the veterinarian's professional judgment.
10.4Your Pet's age, breed and any existing or undisclosed condition can increase risk. You accept this risk, provided we have performed the Services with reasonable skill and care.
10.5Complications after treatment. Complications, adverse reactions, side effects, illness, injury or death that happen during or after a Service, including after the Visit has ended, are your responsibility. The Company does not pay for, refund or provide free treatment, medication, follow-up, transport or hospitalization for them. You bear all costs of any further care, whether given by the Company, the Hospital or any other provider, to the extent permitted by law.
10.6Acceptance of risk. By proceeding, you accept the risks described in this clause 10 and, to the extent permitted by law, release the Company from any claim arising from them.
10.7Acknowledgement and acceptance of risk. You confirm that you have read this clause 10, understand the risks, and accept them voluntarily for yourself and your Pet. You release VETS VAN, the Hospital and the Team from claims arising from those risks where the Services were performed with reasonable skill and care, to the extent permitted by law.
11. Animal Behavior and Safety
11.1Even gentle animals can bite or scratch when frightened or in pain.
11.2You must tell us in advance about any history of aggression. We may require a muzzle, extra restraint or additional staff, or we may decline or stop the Visit. In that case no refund is given and the Visit Fee remains payable (clause 8.6).
11.3You are responsible for any injury to the Team or to other people or animals, and for any damage to property, caused by your Pet, whether or not your Pet has shown aggression before.
11.4Any member of the Team may stop treatment immediately if there is a safety risk. We are not liable for incomplete treatment that results from stopping for safety reasons.
11.5If your Pet bites a member of the Team or another person, we may be required to report the incident to the competent authorities and to ask for your Pet's vaccination records. You agree to cooperate.
11.6Protection of the Team. The safety of our veterinarians and assistants comes first. Team members may stop treatment and leave at any time if they feel unsafe. If a member of the Team is injured by your Pet, you will bear all costs of their medical treatment (including post-exposure treatment) and their lost working time, to the extent permitted by law. The Company may report any incident to the competent authorities.
12. Vaccinations, Health Certificates and Travel Documents
12.1We issue vaccination records and health or travel certificates only after an examination and only where the legal and clinical requirements are met. We may refuse to issue a certificate that is not justified.
12.2Import, export and travel requirements are set by airlines, destination countries and Saudi authorities. They change often and are outside our control. You are responsible for checking the current requirements and for booking with enough notice.
12.3Preparing a certificate can take 30 working days, and endorsement by an authority may be required. We do not guarantee that a certificate, or your Pet's travel or entry, will be accepted. We are not liable for missed travel, rebooking costs or fees caused by delay or rejection by a third party, unless the cause was our own negligent error in the certificate.
12.4No vaccine is 100% effective. A vaccinated Pet can still become ill. Vaccination reminders are a courtesy only. You are responsible for tracking due dates.
13. Medications, Aftercare and Follow-Up
13.1Prescription medicines are prescribed and dispensed only after examination by our veterinarian and in line with the law. They are for your Pet only and must be used as directed.
13.2You must follow aftercare and follow-up instructions. Contact us or the Hospital promptly if your Pet's condition gets worse.
13.3You may contact us with non-urgent questions after the Visit through WhatsApp or phone calls. Do not use messaging channels for emergencies (see clause 4).
13.4We are not responsible for complications that result from not following our instructions.
14. Medical Records and Reports
14.1We create and keep records of each Visit, including history, examination findings, diagnostics, treatments, consents and communications, in our systems and the Hospital's records system.
14.2We keep records for the period required by law and our policy (see Part B). You may request a copy or summary of your Pet's records, subject to applicable law.
14.3We may share records with the Hospital and other veterinarians involved in your Pet's care for continuity of care, as described in Part B.
14.4We may have to disclose records to the authorities where the law requires it, for example for notifiable diseases.
14.5Test results will be communicated through WhatsApp, verbally or phone call. Results should be interpreted by a veterinarian. Please contact us rather than relying on the raw results.
15. Referral to the Hospital or Other Partners
15.1We may recommend referral to the Hospital or to another provider for care that cannot be given safely in the van.
15.2A referral is a separate service. The referred provider's own terms, fees and consent requirements apply. You are free to choose any provider.
15.3You are responsible for transporting your Pet unless we agree otherwise. If we arrange transport, the cost and the terms we tell you about at the time apply.
16. Unexpected Events
16.1If your Pet's condition worsens suddenly during a Visit, we will make reasonable efforts to contact you before taking significant steps.
16.2If we cannot reach you and delay would put your Pet's life at risk or cause severe suffering, you authorize us to give emergency first aid and stabilization and to transfer your Pet to the Hospital or the nearest suitable emergency facility. You agree to pay the reasonable costs.
16.3If your Pet dies or suffers a serious complication during or after a Visit, we will tell you promptly and honestly, explain what happened as far as we know, and support you with next steps. Remains will be handled according to your instructions and the law. Transport, cremation or burial costs are your responsibility.
16.4Nothing in this clause removes any right you may have if harm was caused by our negligence.
17. Photos, Video and Online Reviews
17.1Clinical photographs and images taken as part of your Pet's care form part of the medical record.
17.2We will use photos or videos of you, your home or your Pet for marketing only if you give a separate consent. You can withdraw that consent at any time. We will then stop future use.
17.3To protect the privacy and safety of our Team, please do not photograph or record Team members without their consent.
17.4You are free to share honest feedback or reviews. We may reply publicly, but we will not disclose your personal information or your Pet's medical details in a reply.
18. Promotions, Vouchers and Packages
18.1Promotions, vouchers and packages are subject to the specific terms shown with the offer. They have no cash value, are not transferable unless stated, and cannot be combined unless stated.
18.2Unused sessions in a package expire after 1 month, and unused packages are not refundable except where the law requires.
18.3We may withdraw a promotion at any time, but this will not affect confirmed Bookings or packages you have already paid for.
19. Client Conduct, Protection of Our Team and Right to Refuse or Stop Service
19.1We expect respectful behavior toward our Team. We may refuse, suspend or end Services, and decline future Bookings, if you or anyone at the location: abuses, threatens, intimidates, harasses, discriminates against or assaults a member of the Team; behaves in a way that makes the Team feel unsafe; creates an unsafe environment; gives false information; requests or engages in any conduct that violates applicable laws or regulations, veterinary professional ethics, or the customs, traditions, and Islamic principles observed or recognized in the Kingdom of Saudi Arabia (for example a false certificate); photographs or records the Team without their consent; or has an unpaid balance.
19.2In these cases we may, at our sole discretion, stop the Visit or cancel the Booking immediately, without any refund. The Visit Fee and any Services already provided remain payable. We may also decline future Bookings and keep a record of the incident (see Part B).
19.3Where we suspect animal abuse or neglect, we may refuse Services and report to the competent authorities as the law permits or requires.
19.4Respect for the Team. Verbal abuse, threats, harassment, discrimination, unwanted physical contact, or filming or recording a member of the Team without consent is grounds for immediate termination of the Visit under clause 8.6, refusal of future Bookings, and reporting to the competent authorities.
19.4Team safety comes first. Any member of the Team may leave the location, stop treatment or refuse to continue at any time if they feel unsafe, without any liability to you on the part of the Team member or VETS VAN.
19.5Reporting and legal action. We may report incidents of violence, threats, harassment or damage to the competent authorities, share relevant information with them, and take legal action. You will bear the cost of damage and reasonable legal costs to the extent the law allows.
19.6Claims against the Team. You agree that any claim arising from the Services will be made against VETS VAN only, and not against individual veterinarians, assistants or other Team members personally, to the extent permitted by law. VETS VAN, the Hospital and the Team may rely on clauses 10, 20 and 21.
19.7Statements online. You agree not to publish photographs, videos, names or personal details of Team members, or false, abusive or defamatory statements about them or VETS VAN. Honest reviews remain welcome (clause 17.4).
20. Limitation of Liability and Protection of the Company
20.1Standard of service. The Services will be provided in line with accepted veterinary practice. This is the only standard of care that the Company owes you.
20.2To the maximum extent permitted by Saudi law, the Company is not liable for:
(a)the risks described in clause 10, including complications, adverse reactions, side effects, illness, injury or death arising during or after a Service.
(b)indirect, consequential or non-material loss, such as loss of income, loss of opportunity or emotional distress.
(c)acts or omissions of third parties, such as airlines, authorities, payment providers, and the Hospital or other providers when you are referred to them.
(d)loss resulting from inaccurate or incomplete information you gave us, from failure to follow our instructions, from any decision by you to decline, delay, stop or change care, or from events outside our reasonable control (clause 22).
(e)the limits of tests, imaging and certificates described in clauses 10 and 12.
20.3Cap. Our total liability for any claim arising from the Services is limited to the fees you paid for the Service giving rise to the claim.
20.4Liability that cannot be excluded. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Saudi law, including liability for fraud, intentional misconduct, gross negligence, or death or personal injury caused by our negligence.
20.5Claims only against the Company. Any liability arising from the Services or these Terms lies with the Company alone. To the extent permitted by law, you agree not to bring any claim in their personal capacity against the Company's owners, shareholders, directors, managers, veterinarians, veterinary assistants, drivers or other personnel, or against the Hospital and its personnel, and you agree that any claim will be directed to the Company only.
20.6Notice of claims. You must tell us in writing about any complaint or claim, with details, within 5 days of the Visit or of becoming aware of the problem. To the extent permitted by law, we are not liable for claims that are not notified in time. Damage to your premises must be reported within 24 hours of the Visit.
20.7Records as evidence. Our records, including medical records, consents, messages and the log of your acceptance of these Terms, are accepted as evidence of what they record, unless you prove otherwise.
20.8No admission. An expression of sympathy, explanation or support by any member of the Team is not an admission of fault or liability.
21. Indemnity
21.1You agree to compensate the Company and its personnel for actual, direct loss and reasonable costs, including reasonable legal costs where the law allows, that arise from: (a) your breach of these Terms; (b) inaccurate or incomplete information you gave us, including undisclosed aggression or contagious disease; (c) injury or damage caused by your Pet to the Team, third parties or property, including the costs described in clause 11.6; (d) your use of false documents; or (e) any claim brought against the Company or its personnel by a third party in connection with your Pet or your conduct.
21.2This clause applies only to the extent permitted by law and only for loss that is proven.
22. Force Majeure
22.1We are not liable for delay or failure to perform caused by events beyond our reasonable control, including extreme weather such as dust storms, heat or floods, wars, road closures, accidents, vehicle breakdown not caused by our negligence, epidemics, government orders, strikes, and power, telecom or system outages.
22.2We may suspend or reschedule affected Visits and will tell you as soon as we can. We will offer a new time or a refund of the Services not performed. We have no further liability for such events.
23. Intellectual Property
23.1All content and resources on the Company's website, including the VETS VAN name, logos, designs, text, and images, are owned by Elite Art Company pursuant to trademark registration with the Saudi Authority for Intellectual Property (SAIP), under Registration No. TM-01-00-37267-24, or by its licensors. The Client may access and view such content for personal, non-commercial use only. Copying, reproducing, or reusing any such content without the Company's prior written permission is strictly prohibited.
23.2You allow us to use information, records and images you send us as needed to provide the Services.
24. Communications and Complaints
24.1We may contact you by SMS, WhatsApp, phone, email or app notification to confirm Bookings, send reminders (including vaccination and follow-up reminders), share results and invoices, follow up after Visits, and send service or policy updates, safety notices and requests for feedback. These are service messages, not marketing.
24.2Marketing messages. By accepting these Terms, you agree that VETS VAN may send you marketing, promotional and informational messages (offers, news, service reminders and surveys) by WhatsApp, SMS, email, phone calls and app notifications, at the times and in the way we decide. You can stop marketing messages at any time by replying STOP, using the unsubscribe link, or contacting us. We will stop within two business days. Service messages under clause 24.1 will continue.
24.3Messaging channels are not monitored around the clock and are not for emergencies.
24.4To make a complaint, contact us by email or phone call. We will acknowledge it within 5 working days and aim to respond within 15 working days. This does not affect your right to approach the competent authorities.
25. Governing Law and Disputes
25.1These Terms are governed by the laws of the Kingdom of Saudi Arabia.
25.2We will first try to resolve any dispute amicably through the complaints process in clause 24 for up to 30 days.
25.3If a dispute is not resolved, the general courts in Riyadh have jurisdiction, subject to your rights under mandatory consumer protection provisions.
25.4Official Notices. WhatsApp messages and emails sent by the Company to the mobile number or email address provided by the Client at the time of booking, or sent by the Client to the Company's official communication channels (info@vetsvan.com and +966 9200 11626), shall constitute formal written notices with full legal effect under applicable laws and regulations. Such notices include, but are not limited to, confirmations, cancellations, rescheduling, fees, consents, alerts, notices of breach, claims, and complaints. A notice shall be deemed received on the date and time it is sent, regardless of whether the Client has read or accessed it. The Client is responsible for ensuring that their contact details remain accurate and up to date and for monitoring the aforementioned communication channels. The Company shall not be held liable for any failure by the Client to receive or review a notice due to inaccurate contact details provided by the Client, the Client's device being switched off, or the Client having blocked the Company's messages. Any notice communicated solely by telephone or in person shall not constitute an official notice unless subsequently confirmed in writing via WhatsApp or email.
26. General Terms
26.1Entire agreement. These Terms, the Privacy Notice and your Booking confirmation are the entire agreement between us for the Services.
26.2Severability. If any part of these Terms is found unenforceable, the rest remains in force.
26.3No waiver. If we do not enforce a right, that does not mean we give it up.
26.4Assignment. We may assign or subcontract our rights and duties, including to the Hospital, with notice to you. You may not assign your rights without our written consent.
26.5Notices. We may send notices to the contact details you gave us. You may send notices to the contact details in clause 24.
26.6Continuation. Clauses on payment, liability, indemnity, governing law and privacy continue after the Services end.
26.7Our people. Our employees, veterinarians and the Hospital may rely on clauses 20 and 21 as if they were parties to these Terms.
26.8Headings. Headings are for convenience only.
27. Acceptance and Electronic Agreement
27.1Before payment you will be asked to confirm, by ticking separate boxes: (a) these Terms; (b) your consent to veterinary services; (c) the Privacy Notice; (d) your agreement to receive marketing messages (which you can stop at any time); and, optionally, (e) use of photos and videos. Boxes (a) to (d) are required to complete a Booking. Box (e) is optional and does not affect the Services.
27.2Your electronic acceptance has the same legal effect as a handwritten signature, to the extent permitted by the Saudi Electronic Transactions Law.
27.3We keep a record of your acceptance, including the version of the Terms, the date and time, your name and contact details, and device identifiers such as your IP address.
27.4We will send you a confirmation with a copy of, or link to, the Terms you accepted.
27.5Electronic records. Our electronic records are evidence of the Booking, your acceptance, your consents and our communications, unless you prove otherwise.
Part B: Privacy Notice
This notice explains, in simple terms, what personal data we collect, why we use it, who we share it with, how long we keep it, and your rights under the Saudi Personal Data Protection Law (PDPL) and its regulations.
B1. Who We Are
B1.1The controller of your personal data is Elite Art Company, operating VETS VAN, whose details are in clause 1.1. For privacy questions and requests, contact us by email.
B1.2The Hospital receives and uses some of your data for continuity of care. For that data the Hospital acts as a separate controller or a joint controller.
B2. What Personal Data We Collect
B2.1Identity and contact: name, phone number, email, preferred language, and national ID or residence number only where required for a certificate or by law.
B2.2Location: home address, map pin, building access notes, and location shared with us to find you or to give arrival updates.
B2.3Pet information: name, species, breed, age, weight, microchip number, medical history, vaccination records, examination findings, test results, imaging, treatments, medications and photos. In our systems this information is linked to you as the owner.
B2.4Booking and payment: services booked, dates, invoices, payment status and transaction reference. Our payment provider handles your card details. We do not store full card numbers.
B2.5Communications: messages, WhatsApp chats, emails, call recordings, complaints, reviews and feedback.
B2.6Website and device data: IP address, device type, browser, pages visited and cookies (see B12).
B2.7Photos and videos: only with your consent, apart from clinical images that form part of your Pet's medical record.
B2.8Vehicle data: our vans may use GPS tracking and on-board camera for safety, quality, logistics and security. Signs will be displayed where cameras are used.
B2.9We do not ask for sensitive personal data about you. If you volunteer it (for example, a household member's allergy relevant to the Visit), we will use it only for that purpose.
B2.10Incident records: records of incidents involving safety, conduct, aggression or unpaid amounts, which we may use to decide on future Bookings and to protect our Team and our legal rights.
B3. How We Collect It
B3.1We collect data directly from you (booking, phone, messaging, at the Visit), automatically through our website, and from third parties such as payment providers, the Hospital if you are an existing client, corporate or compound partners who refer you, and authorities where the law requires.
B4. Why We Use Your Data
B4.1We use your data for the purposes below. Where the law requires your consent, we ask for it. In other cases we rely on another ground allowed by the PDPL, such as performing our contract with you, meeting legal obligations, or our legitimate interests where they do not override your rights.
(a)to manage Bookings, provide the Services and communicate about Visits.
(b)to take payments, issue invoices and meet tax and accounting rules.
(c)to keep medical records and provide continuity of care, including sharing with the Hospital.
(d)to issue certificates and comply with veterinary, health and other regulations.
(e)to protect the safety and security of our Team, clients and vehicles, including keeping records of incidents and of decisions to decline future Bookings.
(f)to improve our services, train our Team and monitor quality, using anonymized data where possible.
(g)to handle complaints and claims and protect our legal rights.
(h)to send service reminders, such as vaccination due dates and follow-ups.
(i)to send marketing messages (offers, news and surveys), based on the consent you give when you accept the Terms. You can stop them at any time (B11).
B5. Consent and Withdrawal
B5.1You may withdraw any consent at any time by contacting us through email. Withdrawal does not affect processing done before it. It may mean we can no longer provide Services that need the data. We may keep records that the law requires us to keep.
B6. Who We Share Data With
(a)the Hospital and its veterinarians, for continuity of care.
(b)service providers that process data for us, such as our booking and invoicing platform, payment gateway, cloud hosting, SMS, WhatsApp and email providers, laboratories, fleet and GPS providers, IT support, accountants, auditors, insurers and legal advisers. They may use the data only as we instruct and must protect it.
(c)government and regulatory authorities and courts where the law requires, for example for tax, veterinary, health, safety or notifiable disease reasons.
(d)a buyer or successor, if the business is sold or merged, with continued protection of your data.
(e)others, with your consent.
B6.2The Company does not sell the Client's personal data. Access to such data is restricted to employees who require it to perform their duties and are bound by confidentiality obligations. The Company shall not be responsible for any data shared with third parties by the Client or any other party without the Company's authorization.
B7. Transfers Outside the Kingdom
B7.1Some of our providers may process data outside the Kingdom. We transfer personal data outside the Kingdom only where the PDPL and its Transfer Regulations allow it and with the required safeguards. You can ask us for details.
B8. How Long We Keep Data
B8.1We keep personal data only as long as needed for the purposes in this notice and as the law requires. Current periods are:
(a)pet medical records: 3 years.
(b)invoices and financial records: 5 years, or as required by the regulations of the Zakat, Tax and Customs Authority (ZATCA).
(c)booking and communication records: 3 years.
(d)marketing data: until you withdraw consent.
(e)website data: 12 months.
(f)vehicle GPS or camera data: 5 days.
(g)incident records: 3 years.
B8.2After that we may delete or anonymize the data.
B9. Security
B9.1We use technical and organizational measures to protect your data, such as access controls, encryption in transit, staff training, vendor checks and secure payment processing. No system is completely secure.
B9.2If a data breach occurs, we will notify the Saudi Data & AI Authority (SDAIA) and affected individuals where the law requires, within the legal time limits.
B10. Your Rights
B10.1Under the PDPL you have the right to:
(a)be informed about how we use your data (this notice).
(b)access your personal data.
(c)obtain a copy of your data in a clear, readable form.
(d)ask us to correct inaccurate or incomplete data.
(e)ask us to destroy your data when it is no longer needed or you have withdrawn consent, subject to legal retention duties.
(f)withdraw your consent.
B10.2To use a right, contact us by email. We may need to verify your identity. We will respond within the time limits set by law. We may refuse a request where the law allows, for example where we must keep records or where the request affects the rights of others, and we will explain why.
B10.3If you are unhappy with our response, you may complain to the Saudi Data & AI Authority (SDAIA).
B11. Direct Marketing
B11.1The Company may send marketing communications to the Client following the provision of services, and the Client's use of the services shall constitute consent to receive such communications. The Company may send offers, news, and promotional materials through channels of its choice, including WhatsApp, SMS, email, and telephone calls, at a frequency it deems appropriate. The Client may opt out of marketing communications at any time by replying to the relevant message or contacting the Company directly. Opting out shall not affect the provision of services or the receipt of service-related communications as described in Clause 24.1.
B12. Cookies and Analytics
B12.1Our website uses cookies for functionality, analytics and advertising. You can manage cookies through your browser settings and our cookie banner.
B13. Children
B13.1Our Services are for adults aged 18 and over. We do not knowingly collect data from children. If you think we have, please contact us.
B14. Changes to This Notice
B14.1We may update this notice. We will show the version and date, and tell you about significant changes.
B15. Contact
B15.1Elite Art Company (a Single-Person Company), Commercial Registration No. 1010342069, located at Qurtubah, Thumamah Road, Riyadh 13248, Kingdom of Saudi Arabia. For privacy-related inquiries, please contact: info@vetsvan.com.