Refund policy

Refund & Return Policy

Last updated: May 2026

At Doog, we strive to provide the highest quality pet care services and products. Please read our refund and return policy carefully before making a booking or purchase.

1. Services Refund Policy

Grooming, Boarding, Daycare, Training & Pet Taxi Services

All service bookings are subject to availability and scheduling commitments.

Cancellations made more than 24 hours before the scheduled appointment may be eligible for rescheduling or store credit.
Cancellations made within 24 hours of the appointment may be charged in full.
No-shows are non-refundable.
If a pet owner arrives significantly late, Doog reserves the right to shorten or cancel the session without refund to avoid disruption to other bookings.
Refunds are not provided once a service has been completed.

For boarding services:

Early check-outs are non-refundable.
Peak season and holiday bookings may require advance payment and may be non-refundable.

If Doog cancels a confirmed booking due to operational reasons, customers will receive either:

a full refund, or
the option to reschedule.

Refunds, when approved, are processed within 7–14 business days depending on the payment provider or bank.

2. Product Return Policy

We accept returns for eligible physical products within 7 days of delivery.

To qualify for a return:

the item must be unused,
in original packaging,
with tags and accessories intact,
and accompanied by proof of purchase.

Returns will not be accepted for:

opened consumables or pet food,
hygiene-related products,
custom-made items,
sale or clearance items,
damaged products caused by misuse,
or products returned without original packaging.

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect product, please contact us within 24 hours of delivery with:

your order number,
photos/videos of the issue,
and a description of the problem.

Once reviewed and approved, Doog may offer:

a replacement,
store credit,
or a refund to the original payment method.

4. Refund Method

Approved refunds will be issued to the original payment method used during checkout.

Depending on your bank or payment provider, refund processing times may vary.

Shipping, delivery, and transaction fees are generally non-refundable unless the return is due to an error by Doog.

5. Exchange Policy

Eligible items may be exchanged subject to stock availability.

Customers are responsible for return shipping costs unless the item received was damaged or incorrect.

6. Store Credits & Promotional Offers

Store credits, promotional balances, loyalty rewards, referral credits, and discount vouchers:

are non-transferable,
non-exchangeable for cash,
and may carry expiry dates.

7. Contact Us

For refund or return requests, please contact:

📧 Email: info@doog.ae
🌐 Website: Doog