Seller Policies & Guidelines

1. Overview

PetExchange is a regulated marketplace operating in compliance with UAE Federal laws governing animal welfare, commercial activity, veterinary practice, and consumer protection. As a Seller, you represent the quality and trustworthiness of our Platform. These Policies must be read alongside our Terms of Service and Privacy Policy.

By listing on PetExchange, you accept these policies in full and agree to keep your practices current with any updates we publish.

2. Seller Eligibility

• ▸Minimum age: 18 years for individual sellers
• ▸UAE residency or valid GCC business registration
• ▸Individual sellers (hobby breeders, private sellers): limited to 3 active listings and no more than 6 pet sales per calendar year before mandatory business registration
• ▸Commercial sellers: must hold a valid trade licence specifying pet-related commercial activity
• ▸Veterinary clinics: valid MOCCAE registration + board-certified veterinarians on staff
• ▸Pharmacies: MOHAP licence + qualified veterinary pharmacist
• ▸Breeders: breeder registration with emirate municipality (e.g., Dubai Municipality, Abu Dhabi Agriculture & Food Safety Authority)

3. Verification Requirements

3.1 Identity Verification (KYC)

• ▸Valid Emirates ID (UAE residents) or passport (non-residents)
• ▸Proof of address (recent utility bill or tenancy contract, within 3 months)
• ▸Selfie verification matching ID photograph

3.2 Business Verification

• ▸Trade licence (issued by Department of Economic Development or applicable Free Zone Authority)
• ▸VAT registration certificate (if applicable)
• ▸Bank account in the legal entity's name for Stripe Connect payouts
• ▸Authorised signatory documentation for limited liability companies

3.3 Specialist Verification

• ▸Veterinary practitioners: MOCCAE licence number + board certification scan
• ▸Breeders: emirate-level breeder permit + facility photographs
• ▸Pet transport providers: municipal transport permit + vehicle inspection certificate

Verification is reviewed within 2–5 business days. Verified Sellers receive a badge on their profile and listings, increasing buyer trust and conversion.

4. Seller Tiers

• ▸Free — 3 active listings, basic seller profile, standard commission rate
• ▸Basic (AED 99/mo) — 15 active listings, priority support, basic analytics
• ▸Standard (AED 299/mo) — 50 active listings, featured placement credits, advanced analytics, AI listing assistant
• ▸Premium (AED 799/mo) — 200 active listings, top-of-category boosts, dedicated account manager, custom storefront
• ▸Enterprise (custom) — unlimited listings, API access, white-label options, bulk upload tools

See Pricing for current rates and inclusions. Subscriptions are managed via the Stripe Billing Portal.

5. Listing Standards

5.1 Content Quality

• ▸Title: clear, descriptive, no ALL CAPS, no spam keywords, no emoji spam
• ▸Description: minimum 50 words, accurate species/breed/age, no false claims
• ▸Images: minimum 3, maximum 10 per listing; high resolution (1024×768 minimum); original photos (no stock images except for sealed retail products)
• ▸Videos: optional, max 60 seconds, MP4 format
• ▸Price: in AED (or local GCC currency where enabled), inclusive of any taxes you are obligated to collect
• ▸Location: emirate and city must be accurate — GPS pinpoint optional but encouraged

5.2 Pet-Specific Fields (Required)

• ▸Species, breed, sex, age (weeks/months/years)
• ▸Colour, size/weight at listing date
• ▸Vaccination status with dates
• ▸Microchip number (mandatory for dogs and cats per UAE law)
• ▸Health certificate issue date and issuing vet
• ▸Deworming, flea/tick treatment history
• ▸Parents information (for pedigree pets)
• ▸CITES permit number (where species is listed on Appendix II)

6. Animal Welfare Standards

6.1 Breeding Standards

• ▸Females may not be bred before 18 months of age (dogs) or 12 months (cats)
• ▸Maximum 3 litters per lifetime for dogs; 5 for cats
• ▸No back-to-back breeding — minimum 12 months rest between litters
• ▸Breeding facilities must provide adequate space, ventilation, and enrichment
• ▸No breeding of animals with known hereditary defects

6.2 Minimum Age of Sale

• ▸Dogs: minimum 8 weeks of age, fully weaned, first vaccination complete
• ▸Cats: minimum 8 weeks of age, fully weaned, first vaccination complete
• ▸Birds: species-appropriate weaning age, fully self-feeding
• ▸Exotic pets: species-appropriate independence age verified by avian/exotic vet

6.3 Banned Practices

• ▸Ear cropping and tail docking (unless medically necessary, documented by licensed vet)
• ▸Debarking, declawing, or other non-therapeutic mutilation
• ▸Sale of pregnant or lactating females
• ▸Advertising animals for “breeding purposes only” without seller being a registered breeder
• ▸Sale of animals as “gifts” during promotional periods without proper buyer screening

7. Prohibited Listings

The following are strictly prohibited and will be removed immediately, with potential account ban and authority reporting:

• ▸CITES Appendix I species in any form
• ▸CITES Appendix II species without valid permits
• ▸Native UAE wildlife (Arabian leopard, Arabian oryx, sand cat, desert fox, dugong, sea turtles)
• ▸Falcons without valid Ministry falconry permit and Passport
• ▸Dangerous wild animals as defined by Federal Law No. 22 of 2016 (big cats, primates, crocodilians, bears, hyenas, venomous reptiles)
• ▸Fighting breeds banned under emirate law (e.g., pit bull variants in certain emirates)
• ▸Hybrids (wolfdogs, savannah cats F1–F4, bengal F1–F3)
• ▸Animals under minimum weaning age
• ▸Stolen goods or animals
• ▸Counterfeit products or medicines
• ▸Expired food, medicines, or supplements
• ▸Parallel-imported products without UAE distributor authorisation
• ▸Non-prescribed prescription medicines
• ▸Raw meat diets not certified for pet consumption
• ▸Home-compounded medicines or unlicensed supplements
• ▸Used veterinary equipment requiring sterilisation without certification
• ▸Taxidermy of protected species
• ▸Animal-tested cosmetics banned under UAE law
• ▸Services offered by unlicensed practitioners

8. Veterinary Service Providers

• ▸Must hold valid MOCCAE licence and emirate-level veterinary practice permit
• ▸Practicing vets must hold current board certification (DVM/BVSc) from an accredited institution
• ▸Services must be performed at the licensed facility — no home-based veterinary procedures without specific licensing
• ▸Emergency after-hours pricing must be clearly disclosed upfront
• ▸Telemedicine consultations must comply with MOCCAE digital health guidelines
• ▸Pharmacy dispensing requires on-premises qualified pharmacist
• ▸Records of all transactions retained for 7 years per regulatory requirements

9. Pharmacy & Medicines

• ▸All medicines must be registered with MOHAP or MOCCAE
• ▸Prescription medicines require valid prescription upload by buyer before purchase
• ▸Batch numbers and expiry dates must be visible on all listings
• ▸Cold-chain medicines must be shipped with certified temperature-controlled packaging
• ▸Imported medicines must have valid UAE distributor authorisation
• ▸Controlled substances (e.g., ketamine, tramadol) may only be sold between licensed veterinary facilities
• ▸Generic medicines must specify active ingredient and bioequivalence

10. Food & Products

• ▸All pet food must comply with UAE Conformity Assessment Scheme (ECAS) where applicable
• ▸Ingredients and guaranteed analysis must be accurate and legible
• ▸Expiry dates must exceed 6 months from listing date (unless clearly marked as clearance)
• ▸Packaging must be intact, unopened, and free from pest contamination
• ▸Claims (e.g., “grain-free”, “hypoallergenic”, “veterinary formulated”) must be substantiated
• ▸Homemade or handcrafted treats require disclosure of all ingredients, production facility hygiene certification, and nutritional analysis where practicable
• ▸Supplements must disclose dosage, contraindications, and species indication

11. Pricing Policy

• ▸Prices must be honest and not misleading — no artificial inflation followed by “discount”
• ▸Discounts must reflect genuine reductions from prevailing retail price
• ▸Reserve prices on auctions must be disclosed as such; shill bidding is prohibited
• ▸Pricing must not discriminate on the basis of nationality, religion, or other protected characteristics
• ▸VAT-inclusive pricing is encouraged for retail items to match consumer expectations
• ▸Service pricing must be transparent — hidden fees, consumables, or call-out charges must be disclosed before booking

12. Fees & Payouts

12.1 Platform Commission

PetExchange charges a commission on completed transactions. Current rates are detailed on the Pricing page. Commissions are deducted automatically from escrow before payout.

12.2 Payment Processing

• ▸Stripe processes all payments — standard Stripe fees apply (typically 2.9% + 1.00 AED per transaction)
• ▸Chargebacks are the Seller's responsibility where buyer fraud cannot be established
• ▸Subscription fees are non-refundable for the current billing period

12.3 Payout Schedule

• ▸Funds released from escrow: typically 7 days after delivery confirmation
• ▸Stripe payout delay: 2–7 business days after escrow release
• ▸New Sellers: first payout may be delayed up to 14 days for fraud review
• ▸Payouts below AED 100 may be held until threshold is met (max 30 days)

13. Fulfillment Obligations

• ▸Orders must be acknowledged within 24 hours
• ▸Products must be dispatched within 48 hours of acknowledgement
• ▸Delivery timeframes must be accurate; failure to meet stated timeframes may result in automatic refund
• ▸Tracking numbers must be uploaded to the order page for all physical goods
• ▸Confirmed out-of-stock items must be refunded immediately and the listing updated
• ▸Repeated fulfilment failures (>5% order failure rate) may result in account suspension

14. Live Animal Transport

• ▸Use only licensed, temperature-controlled pet transport services
• ▸Provide vehicles with appropriate ventilation, secure crating, and water access
• ▸Minimum transport duration consistent with animal species and welfare
• ▸Accompanying documents: health certificate, vaccination record, microchip documentation, CITES permits (where applicable)
• ▸Cross-emirate transport: MOCCAE export permit
• ▸International transport: CITES + airline pet shipping certification + destination country import permit
• ▸Transport during extreme heat (June–September) requires pre-cooled vehicles and shortened transit windows; avoid midday transport
• ▸Buyer pickup is permitted only after Buyer demonstrates capability to transport safely

15. Return & Refund Obligations

• ▸Products: honor 7-day return window for unused, sealed items
• ▸Perishables: replacement or refund for defective or incorrectly supplied items within 48 hours of delivery
• ▸Pets: offer a documented health guarantee — minimum 7 days for congenital defect claims, verified by independent vet
• ▸Services: allow cancellation with 24+ hours notice for full refund; partial refunds at discretion
• ▸Refunds must be processed within 5 business days of approval
• ▸Seller-initiated refunds (e.g., stock issues) do not count against performance metrics

16. Buyer Communication

• ▸Respond to buyer messages within 24 hours (12 hours for Standard+ tiers)
• ▸Communications must remain on-platform until transaction completion (see Section 19)
• ▸Use professional, respectful language at all times
• ▸Provide accurate pre-sale information — do not misrepresent products, pets, or services
• ▸Do not solicit reviews in exchange for gifts, discounts, or future services
• ▸Do not share buyer contact information with third parties

17. Reviews & Ratings

• ▸Sellers may not post reviews on their own listings via alternate accounts
• ▸Retaliating against buyers who leave negative reviews is prohibited and will result in account action
• ▸You may respond to reviews professionally — do not disclose buyer personal information
• ▸Genuine negative reviews may not be removed; inaccurate or abusive reviews can be flagged for moderation
• ▸Consistently low ratings (<3.5 stars, 20+ reviews) trigger performance review

18. Dispute Handling

• ▸Attempt direct resolution with the Buyer via platform messaging first
• ▸Respond to formal disputes within 48 hours; failure to respond results in default in buyer's favour
• ▸Provide evidence: photos, tracking, veterinary records, communication logs
• ▸Abide by PetExchange moderator decisions — repeated non-compliance triggers account action
• ▸For complex or high-value disputes, external arbitration may be arranged

19. Off-Platform Sales Prohibition

It is strictly prohibited to direct Buyers off-platform to complete transactions initiated on PetExchange. This includes sharing WhatsApp numbers, external websites, or payment details in listings, messages, or profile descriptions until after a transaction has been completed on-Platform. Violations include:

• ▸Listing bank account details, PayPal links, or crypto wallets
• ▸Phrases like “contact me directly” or “no platform fees” in pre-sale messaging
• ▸Attempting to renegotiate payment outside Stripe escrow
• ▸Using code words or obfuscated contact information

Penalties: first offence — listing removal and warning; second offence — 30-day suspension; third offence — permanent ban and forfeiture of held funds.

20. Intellectual Property

• ▸You must own or have licence to use all content you upload
• ▸Do not use copyrighted images from breeders, brands, or competitors
• ▸Do not infringe registered trademarks in listings or descriptions
• ▸PetExchange retains a licence to use your listing content for platform operation, search indexing, and promotional purposes

21. Performance Standards

We monitor Seller performance to maintain platform quality. Metrics reviewed monthly:

• ▸Response time (target: <24h)
• ▸Order fulfilment rate (target: >95%)
• ▸Dispute rate (target: <2% of transactions)
• ▸Chargeback rate (target: <1%)
• ▸Average rating (target: ≥4.0 stars)
• ▸On-time shipping (target: >90%)

Falling below thresholds triggers an internal review. Top performers receive “Top Rated Seller” badges, priority search placement, and lower commission rates.

22. Enforcement & Penalties

• ▸Warning — first minor violation (e.g., minor listing quality issue)
• ▸Listing removal — specific policy-violating listings removed
• ▸Temporary suspension — 7 to 30 days for repeated or serious violations
• ▸Payout hold — funds withheld pending investigation
• ▸Permanent ban — fraud, animal welfare violations, illegal wildlife trade, money laundering, multiple serious violations
• ▸Law enforcement referral — for criminal activity (illegal trade, fraud, animal cruelty)
• ▸Public delisting — severe brand-damaging violations may be publicly disclosed

23. Appeals Process

You may appeal any enforcement action within 14 days by contacting appeals@petexchange.ae with:

• ▸Your Seller account email
• ▸The enforcement action being appealed
• ▸Evidence or context supporting your appeal
• ▸Request for human review if action was automated

Appeals are reviewed within 10 business days by a senior moderator. Appeal decisions are final but do not prevent you from pursuing legal remedies under UAE law.

24. Policy Changes

We may update these Policies. Material changes affecting Seller obligations (e.g., fee changes, new verification requirements) will be notified by email at least 30 days before the effective date. Continued listing after the effective date constitutes acceptance.

25. Contact