Terms and Conditions


Appointments and bookings
We operate on appointments basis only. Additional fees are added to unscheduled visits.

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:

  • CASH
  • CREDIT/DEBIT CARD except Amex.
  • We do not accept CHEQUES.


Estimates are provided on request. Please bear in mind that any estimate given can only be approximate – often a
pet’s illness will not follow a conventional course.

Minimum payment of 50 % deposit is required for surgery/hospitalization. Should the balance go over 1000 AED for any hospitalized cases, regular payments are required. You will be notified regularly with the progress of your outstanding bill.


Return of medications, pet food and accessories
In order to guarantee safety of storage, medications, pet food and accessories taken off site can only be refunded if there is a manufacturing fault with the item only.

Refund Policy

To claim for a Refund, please check if the purchased Product(s) fall under the warranty as per the Warranty Policy. If the Product(s) fall under warranty, then you can claim for refund based on the following conditions:

  • Customer can claim for Refund for the purchased Product(s) within 24 hours from the date of purchasing the Product(s).
  • Physically damaged and/or missing Product(s) cases will only be considered if reported at the time of delivery.
  • Amount of the Refund only covers the amount of Product(s) purchased.
  • Shipping and payment processing charges are non-refundable
  • If a coupon, discount, Voucher or special offer was part of the original order, the amount will be deducted as well.
  • If the mode of payment is online, then the amount will be refunded in the form of Store Credit or to the respective account/card through which payment was made at the time of order generation and the action is irreversible once done.
  • If the mode of payment is cash, then the amount will be refunded in the form of Store Credit only and the action is irreversible once done.
  • The Hills Veterinary Clinic reserves the right to compensate the claim in terms of Coupon/Vouchers as and when it deems fit.
    *Promotional items are strictly NOT refundable unless in the rare case of a manufacturing defect subject to the discretion of The Hills Veterinary Clinic.

General terms
Promotions are discounted at the discretion of The Hills Veterinary Clinic and subject to limited availability or whilst stocks of promotional items last.

***Abandoned animals will be handed over to Dubai Municipality after 48 hours. It is a criminal offence to abandon an animal and all cases will be referred to the authorities for prosecution.

***Verbal or physical abuse of the staff will not be tolerated and the relevant authorities will be contacted in such circumstances. For security reasons, the clinic is monitored by CCTV.

Safety Reminders:
***To ensure the safety of your pets, other pets in the waiting area and our staff, all animals should be restrained in the correct manner i.e. cats in carrier cages and dogs on a leash. If dogs are aggressive, ensure muzzling them prior to entering the building or public area. We are able to lend a muzzle if you do not have one.