Terms & Conditions

1. Who we are

The Platform is operated by Ihtiyajat Company for Pets, a company registered in the Kingdom of Saudi Arabia and trading as "Pet Market". In these Terms, "we", "us" and "our" refer to that company, and "you" refers to the person using the Platform.

We publish these details because the Saudi E-Commerce Law requires an online store to identify itself clearly to its customers. You are welcome to use any of the contact channels above.

2. Definitions

• "Account" means the registered profile you create on the Platform.
• "Content" means all text, images, video, logos, designs, product listings and other material made available on the Platform.
• "Order" means a request you submit through the Platform to purchase one or more Products.
• "Products" means the pet food, litter, toys, treats, accessories, grooming items and other goods offered for sale on the Platform.
• "Delivery Area" means a geographic area we have confirmed we deliver to, as shown on the Platform at the time you order.

3. Eligibility and your account

To place an Order you must be at least 18 years old and legally capable of entering into a binding contract. If you are under 18, you may use the Platform only with the involvement and consent of a parent or legal guardian, who accepts these Terms on your behalf and is responsible for your activity.

When you create an Account, you agree to:

• provide accurate, current and complete information, and keep it up to date — particularly your delivery address and telephone number, which we rely on to deliver your Order;
• keep your login credentials confidential and not share them with anyone else;
• tell us promptly at support@petmarket.sa if you believe someone has used your Account without your permission.

You are responsible for activity that takes place under your Account, except to the extent it results from our own failure to keep the Platform secure. We may suspend or close an Account where we reasonably believe it has been used fraudulently, unlawfully, or in breach of these Terms.

4. Products and product information

We sell pet supplies. We do not sell live animals through the Platform, and we do not offer veterinary services.

We take care to describe Products accurately, including their ingredients, weight, size and images. However, packaging and formulations are changed by manufacturers from time to time, and colours can appear differently on different screens. Before using any Product — particularly food, treats, supplements or grooming products — please read the label on the item you actually receive.

Nothing on the Platform is veterinary advice. Product descriptions, feeding guidance and care tips are general information only. If your animal is unwell, has a medical condition, is pregnant, or is on medication, consult a licensed veterinarian before changing its diet or care routine.

All Products are subject to availability. We may change our range, and withdraw or limit the quantity of any Product, at any time.

5. Prices, VAT and delivery charges

Prices are shown in Saudi Riyals (SAR) and include Value Added Tax at the applicable rate, currently 15%. Delivery charges are shown separately and are added at checkout before you confirm and pay; the total payable is always displayed before you complete your Order.

We may change prices at any time, but a change will never affect an Order we have already accepted.

Occasionally a Product may be listed at an incorrect price because of a technical or human error. Where the error is obvious and could reasonably have been recognised by you as a mispricing, we are not obliged to supply the Product at the wrong price. In that case we will contact you before dispatch to ask whether you wish to proceed at the correct price or cancel, and if we cannot reach you we will treat the Order as cancelled and refund you in full.

6. How an order is formed

Placing an Order is an offer by you to buy the Products in your basket. It is not accepted at that moment. The order confirmation we send immediately after checkout acknowledges that we have received your Order; it does not conclude the contract.

A binding contract of sale is formed only when we send you a dispatch confirmation for the Products concerned. Where an Order contains several Products, the contract is formed separately for each Product as it is dispatched, and we are not obliged to supply any Product we have not yet confirmed as dispatched.

We may decline an Order, in whole or in part, where:

• the Product is out of stock or has been withdrawn;
• we have identified a pricing or description error;
• your delivery address falls outside our Delivery Areas;
• payment is declined or we cannot verify it;
• we reasonably suspect fraud, abuse, or purchase for commercial resale; or
• supplying the Order would breach applicable law.

If we decline an Order after you have paid, we refund the amount charged for the declined items in full.

7. Payment

We accept the payment methods shown at checkout, which may include mada, Visa, Mastercard, Apple Pay and other methods we add from time to time.

Card payments are processed by a licensed third-party payment service provider. Your full card number is entered directly with that provider and is never stored on our systems — we receive only a token, the last four digits, and the result of the transaction. The provider's own terms and privacy notice apply to its handling of your payment data. Our use of the information we do receive is described in our Privacy Policy.

You confirm that you are authorised to use the payment method you provide. If a payment is reversed or charged back without a valid reason, we may suspend your Account and recover the amount owed.

8. Delivery

We deliver within the Delivery Areas shown on the Platform. If your address is outside those areas, we will tell you at checkout.

Estimated delivery windows are estimates, not guarantees, unless we have expressly promised a specific delivery date in writing. We will let you know if we become aware of a material delay.

Someone aged 18 or over must be available at the delivery address to receive the Order. If nobody is available, our courier will attempt to contact you on the number registered to your Account and will normally re-attempt delivery once. If delivery fails after reasonable attempts because of an incorrect address, an unavailable recipient, or refusal to accept, we may cancel the Order and refund you, less any delivery costs we have actually incurred.

Risk of loss or damage passes to you when the Order is delivered to you or to a person you have nominated at the address. Ownership of the Products passes to you once we have received payment in full.

Please check your Order on arrival. If anything is missing, damaged, or not what you ordered, tell us within 48 hours of delivery so we can put it right quickly. This does not limit your legal rights, including those in the section below.

9. Cancellations, returns and refunds

You may cancel an Order free of charge at any time before it is dispatched, from your Account or by contacting us.

After delivery, and in line with the Saudi E-Commerce Law and its Implementing Regulations, you may return a Product within 7 days of receiving it, provided the Product is unused, in its original and unopened packaging, and complete with any accessories, manuals, free gifts and seals. You do not need to give a reason.

Some Products cannot be returned once delivered, because returning them is not possible by their nature or would create a hygiene or food-safety risk. These are:

• food, treats and supplements where the packaging or seal has been opened;
• items sold sealed for hygiene reasons — including litter, grooming tools that touch the skin or coat, feeding bowls and pet bedding — where the seal has been broken;
• Products made, engraved or personalised to your specification;
• Products that are perishable or have a short shelf life, and Products whose stated expiry date has passed while in your possession;
• gift cards and digital vouchers once issued.

These exclusions do not apply, and your full rights remain, where the Product is faulty, damaged on arrival, has expired at the point of delivery, does not match its description, or is not what you ordered. In those cases you may ask for a replacement or a refund, and we bear the cost of collection.

To start a return, contact us at support@petmarket.sa with your order number. Where the return is not due to a fault on our side, the cost of returning the Product is yours.

We refund to the original payment method, and we will process the refund without undue delay and in any event within 7 days of receiving the returned Product or of accepting the cancellation. Your bank or card issuer may take additional time to show the money in your account. Where an Order is cancelled before dispatch, we refund within 7 days of the cancellation.

10. Promotions, vouchers and loyalty

Promotional codes, discounts and loyalty benefits are offered at our discretion and may carry their own conditions — a minimum spend, an expiry date, a limit of one per customer or per Order, or a restriction to certain Products. Those conditions are published with the offer and form part of these Terms for anyone using the offer.

Promotional codes have no cash value, cannot be exchanged for cash, and may not be resold. We may withdraw an offer, or cancel a discount and charge the correct price, where we reasonably believe it has been obtained or used fraudulently or in breach of its conditions. Where an Order is partly or wholly refunded, any discount is applied proportionately to the refund.

11. Acceptable use

You agree not to:

• use the Platform for any unlawful purpose, or in breach of the laws of the Kingdom of Saudi Arabia, including the Anti-Cyber Crime Law;
• attempt to gain unauthorised access to the Platform, any account, or any system connected to it;
• introduce malicious code, or interfere with the operation, security or availability of the Platform;
• scrape, harvest, or systematically extract data or Content from the Platform, or use automated means to place Orders;
• copy, reproduce or republish our Content, or reverse engineer, decompile or create derivative works from our software, except where the law expressly allows it;
• impersonate another person, or submit false, misleading or fraudulent information;
• resell Products bought on the Platform on a commercial scale without our written agreement.

12. Reviews and other content you submit

If you post a review, rating, photograph, comment or other material on the Platform, you confirm that it is your own, that it is accurate, and that it does not infringe anyone else's rights or breach applicable law. Content that is unlawful, offensive, defamatory, misleading, or that infringes public order or morals may be removed without notice.

You keep ownership of what you submit. You grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, adapt for formatting, publish and display that material on the Platform and in connection with promoting the Platform, for as long as you keep it posted and for a reasonable period afterwards. You may delete your content at any time; we may retain copies where the law requires it.

13. Intellectual property

The Platform and its Content — including the Pet Market name and logo, the interface, text, graphics, photographs, illustrations and software — are owned by us or licensed to us, and are protected by copyright, trade mark and other intellectual property laws. Product brand names and manufacturer trade marks remain the property of their respective owners.

We grant you a personal, non-exclusive, non-transferable, revocable licence to use the Platform for your own non-commercial purposes, in accordance with these Terms. No other right is granted. In particular, you may not use our name, logo or branding without our prior written permission.

14. Availability of the Platform

We aim to keep the Platform available and working correctly, but we do not promise uninterrupted or error-free access. We may suspend, withdraw or restrict all or part of the Platform for maintenance, security, or business reasons. Where we can reasonably give notice, we will.

You are responsible for the device, operating system and internet connection you use to access the Platform, and for any related data charges.

15. Third-party services and links

The Platform relies on third-party services — including payment service providers, delivery and logistics partners, cloud hosting, and the app stores that distribute our applications. Their own terms apply to the services they provide to you directly.

Where the Platform links to a third-party website, we do so for convenience. We do not control those sites and are not responsible for their content, products or privacy practices.

16. Our commitments and disclaimers

We will supply Products that match their description, are of satisfactory quality, and are fit for the purpose they are ordinarily supplied for. These commitments are given by us as the seller and are in addition to any manufacturer's warranty that comes with a Product.

Beyond those commitments, and to the fullest extent permitted by applicable law, the Platform and its Content are provided "as is" and we do not give any other warranty, express or implied, including as to uninterrupted availability, or as to the accuracy of general pet care information published on the Platform.

17. Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded under the laws of the Kingdom of Saudi Arabia. Your statutory rights as a consumer are not affected by these Terms.

Subject to that, and to the fullest extent permitted by law:

• we are not liable for loss that was not reasonably foreseeable at the time the contract was formed;
• we are not liable for loss of profit, loss of business, loss of opportunity, or loss of data;
• we are not liable for harm caused by using a Product contrary to its label, the manufacturer's instructions, or veterinary advice, or by giving a Product to an animal it is not intended for;
• our total liability arising out of or in connection with any Order is limited to the amount you paid for that Order.

You agree to indemnify us against claims, losses and reasonable costs arising from your breach of these Terms or your unlawful use of the Platform.

18. Events outside our control

We are not responsible for delay or failure to perform caused by an event beyond our reasonable control, including natural disasters, severe weather, epidemics, fire, flood, war, civil unrest, strikes, failures of public telecommunications or utilities, and acts of government or regulatory authorities. Where such an event occurs, we will contact you and either agree a new delivery date or cancel the affected Order and refund you in full.

19. Suspension and termination

You may close your Account at any time from within the Platform or by contacting us. Closing your Account does not affect Orders already placed, or any rights and obligations that have already arisen.

We may suspend or close your Account, and refuse further Orders, where you have materially breached these Terms, where we reasonably suspect fraudulent or unlawful activity, or where we are required to do so by law. Where it is lawful and practical to do so, we will tell you why.

20. Changes to these Terms

We may update these Terms to reflect changes to our services, our business, or the law. The version in force is the one published on this page, and the date it was last updated is shown at the top.

Where a change materially affects your rights, we will give you reasonable notice — by email, or through a notice on the Platform — before it takes effect. The Terms that apply to an Order are the ones in force when we accepted that Order; a later change never applies retrospectively to an Order already accepted.

21. Additional terms for the Apple App Store

This section applies only if you obtained the Pet Market application from the Apple App Store. It is required by Apple, and where it conflicts with the rest of these Terms, this section prevails for that application.

• These Terms are concluded between you and us only, and not with Apple Inc. ("Apple"). We, not Apple, are solely responsible for the application and its content.
• We grant you a non-transferable licence to use the application on any Apple-branded product that you own or control, as permitted by the Usage Rules set out in the Apple Media Services Terms and Conditions, except that the application may be accessed by other accounts associated with you via Family Sharing or volume purchasing.
• Apple has no obligation whatsoever to provide any maintenance or support services in respect of the application. Any questions or support requests should be sent to us at support@petmarket.sa.
• In the event of any failure of the application to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any) you paid for the application. To the maximum extent permitted by applicable law, Apple has no other warranty obligation whatsoever with respect to the application, and any other claims, losses, liabilities, damages, costs or expenses attributable to a failure to conform to any warranty are our sole responsibility.
• We, not Apple, are responsible for addressing any claim by you or a third party relating to the application or your possession and use of it, including product liability claims, any claim that the application fails to conform to a legal or regulatory requirement, and claims arising under consumer protection, privacy or similar legislation.
• In the event of a third-party claim that the application or your possession and use of it infringes that third party's intellectual property rights, we, not Apple, are solely responsible for the investigation, defence, settlement and discharge of that claim.
• You represent and warrant that you are not located in a country subject to a U.S. Government embargo or designated as a "terrorist supporting" country, and that you are not listed on any U.S. Government list of prohibited or restricted parties.
• You must comply with any applicable third-party terms of agreement when using the application.
• Apple and its subsidiaries are third-party beneficiaries of these Terms, and upon your acceptance of these Terms, Apple will have the right — and is deemed to have accepted the right — to enforce these Terms against you as a third-party beneficiary.

Our contact details for the purposes of this section are: Ihtiyajat Company for Pets, Building No. 5076, Omar Ibn Abdulaziz Street, Rabwa District, Riyadh 12816, Kingdom of Saudi Arabia, support@petmarket.sa.

22. Governing law and disputes

These Terms, and any dispute or claim arising out of or in connection with them or with an Order, are governed by the laws of the Kingdom of Saudi Arabia.

If something has gone wrong, please contact us first at support@petmarket.sa — most issues are resolved quickly and without formality. If we cannot resolve it together, you may raise a complaint with the Ministry of Commerce through its consumer channels, and the competent courts of the Kingdom of Saudi Arabia in Riyadh shall have jurisdiction. This does not remove any right you have to bring proceedings before another competent authority where the law gives you that right.

23. General

• Language: these Terms are published in Arabic and English. If there is any inconsistency between the two versions, the Arabic version prevails.
• Entire agreement: these Terms, together with our Privacy Policy and Cookie Policy, are the entire agreement between us in relation to your use of the Platform.
• Severability: if any provision is found to be invalid or unenforceable, the remaining provisions continue in force.
• No waiver: if we do not insist that you perform an obligation, or delay in enforcing a right, that is not a waiver of that obligation or right.
• Assignment: you may not transfer your rights or obligations under these Terms without our written consent. We may transfer ours to a group company or to a buyer of our business, without reducing your rights.
• Notices: we will contact you using the email address or telephone number registered to your Account. You can reach us at the addresses in section 1.

24. Contact us

Questions about these Terms, an Order, or a return can be sent to support@petmarket.sa, or by post to Ihtiyajat Company for Pets, Building No. 5076, Omar Ibn Abdulaziz Street, Rabwa District, Riyadh 12816, Kingdom of Saudi Arabia. For questions about your personal data, please see our Privacy Policy and write to privacy@petmarket.sa.