Clinic & Customer Policies

By visiting our clinic or purchasing products (in-store or online), you agree to follow all policies listed on this page.

These policies ensure customer fairness, pet safety, and compliance with Pakistani veterinary laws.

2.1 Appointment Booking

• Appointments via call, WhatsApp, website, or walk-in.
• Timings may vary depending on emergencies.
• Consultation fee is non-refundable after examination.

2.2 Emergency Cases

• Emergency cases get priority.
• Emergency charges may apply.

3.1 Pet Handling & Safety

• Pets must be leashed or in a cage.
• Aggressive pets must be disclosed earlier.
• Clinic may refuse unsafe cases.

3.2 Medical Treatment

• Only PVMC-licensed vets treat animals.
• Treatment plans depend on pet condition.
• No treatment guarantees a cure.

3.3 Consent Requirement

• Surgeries
• Anesthesia
• High-risk procedures

3.4 Owner Responsibility

• Provide accurate medical history.
• Follow treatment & medication schedules.
• Attend follow-ups.

4.1 Payments

• Full payment required before pet leaves clinic.
• Accepted: Cash, Bank Transfer, Easypaisa, JazzCash.

4.2 Deposits

• 50% advance for surgeries/hospitalization.
• Deposits are non-refundable once preparation begins.

4.3 Refund Policy

No refunds for consultations, treatment, diagnostics, surgeries, or boarding.

Refunds only allowed when:

• Customer pays twice by mistake.
• Product qualifies for return.

5.1 During Hospitalization

• Food, bedding, monitoring provided.
• Visiting hours may apply.
• Clinic not responsible for personal items.

5.2 High-Risk Pets

Critical cases may deteriorate suddenly; owners accept medical risks.

6.1 Product Authenticity

• 100% original products from licensed suppliers.
• No expired or near-expired items.

6.2 Return & Exchange

Returns allowed if:

• Unused, unopened, original packaging.
• Damaged on delivery (with unboxing video).
• Wrong item delivered.

Cannot be returned:

• Opened food
• Used items
• Medicines/supplements
• Litter/hygiene items
• Clearance items

6.3 Warranty

Only items with manufacturer warranty qualify.

7.1 Order Confirmation

Online orders confirmed after payment or COD approval.

7.2 Delivery

Handled by 3rd-party couriers; timings vary.

7.3 Shipping Live Animals

• Allowed regions only.
• Safe ventilated carriers used.
• Same-day delivery whenever possible.

7.4 Return of Live Animals

Not accepted except:

• DOA (with video proof)
• Severe undisclosed illness verified by independent PVMC vet

Customers must:

• Treat staff respectfully
• Follow instructions
• Control their pets
• Pay bills on time

Abusive behavior may result in refusal of service.

9.1 Requirements

• Correct vaccination & medical history required.
• Vaccination only if pet is clinically healthy.

9.2 Records

We maintain digital & physical records; copies available on request.

We follow:

• Pakistan Prevention of Cruelty to Animals Act 1890
• Livestock Department guidelines
• PVMC regulations

Customers must not request illegal or inhumane procedures.

11.1 Data Collected

• Name, phone, address
• Pet details
• Order & payment history

11.2 Usage

• Appointments
• Delivery
• Medical updates

11.3 Sharing

Shared only with delivery partners, payment services, or authorities if required.

We never sell customer data.

Complaints accepted via WhatsApp, call, or email.

Response time: 24–72 hours.

Refund-eligible issues follow product return rules.

By visiting the clinic, booking an appointment, or placing an order, you agree to all listed policies.