Terms & Conditions

THIS AGREEMENT is between Pet Universe (Referred to as “us”, “our” or “we” in these terms) and the visitors to our website and mobile application (Referred to as “you” or “your” in these terms).

Nature of the Website and Mobile Application

Pet Universe is designed to provide information and services related to pets. You may use our app for personal and non-commercial use only. You may not use our app for any illegal or unauthorized purpose. You must comply with all applicable laws and regulations when using our website and mobile application.

Terms of Use

1. You may use this website and mobile application provided you agree to the terms of use detailed below. If you use the website and mobile application, you will be deemed to have accepted these terms. If you do not agree to these terms of use, you must not use this website and mobile application.

2. We reserve the right to change these terms of use at any time by posting any changes on the website and mobile application. The new terms will be effective immediately after they are posted, and by continuing to use this website and mobile application you will have deemed to have accepted the new terms.

Intellectual Property

Our website and mobile application and all of the related pages including but not limited to contents, software, code, graphics, or other materials contained in or electronically distributed on this website and mobile application are owned by us or licensed to us and are protected by copyrights, trademarks, service marks, patents or other proprietary rights or laws. The unauthorized use of any copyrighted materials; trademarks or any other intellectual properties without the express written consent of the owner is strictly prohibited.

Copyright and Use of Materials

1. We recognize that when you obtain access to our website and mobile application, your computer downloads a copy of the material on this website and mobile application. By obtaining access to our website and mobile application, you agree that you will use the material for your personal use only, and not for any commercial purposes whatsoever. You are responsible for acting in compliance at all times with all applicable copyright laws.

2. In particular, notwithstanding the provisions of paragraph 4 above, you may not do any of the following without obtaining prior written permission from us: Redistribute, modify, adapt or vary any contents of our website and mobile application. Remove any copyright or trademark notices from any copies of the content.

Links to Third-Party Sites

This website and mobile application may contain hyperlinks to website owned and controlled by third parties which are not under our control. We are not responsible for the contents of any linked third-party sites. The links are provided for your convenience and any such links do not imply endorsement by us of the site nor does it imply that there are any associations between us and the operators of the site.

Warranties

1. We do not give any warranties, conditions, guarantees, or representations, expressed or implied, relating to information contained on this website and mobile application or on any website to which it is linked.

2. We make no representations or warranties concerning the accuracy, completeness, or suitability for any purposes of the information and related graphics contained on this website and mobile application or on any website to which it is linked, or that such information is up to date.

3. We do not warrant that our website and mobile application or any website to which it is linked, or any relevant servers are free of computer viruses or other harmful
applications.

Use of Information

You agree that we may collect, store and use information about you in accordance with our Privacy Statement.

Limitation of Liability

1. To the extent permitted by law, all implied terms are excluded.

2. We shall not be liable to you (Except in respect of injury, or death of any persons resulting from our negligence or fraud) regardless of the form of actions, whether in contracts, torts (including negligence and breach of statutory duty), strict liabilities, or otherwise, for any losses of profits, businesses, contracts or revenues, or for any special, indirect or consequential or other losses or damages of any nature whatsoever arising directly or indirectly out of your access to or use of our website and mobile application. Any decisions you make based on information contained in this website and mobile application are your sole responsibility.

3. If you enter our website and mobile application you agree that paragraph 8 relating to the limitation of liability is reasonable and that it reflects the nature of our website and mobile application.

Indemnity

You must indemnify and keep us indemnified fully against all liabilities, damages, claims, losses, costs, and expenses, which we may incur to a third party or you as a result of your breach of the provisions of this agreement.

Severance

If any terms of this agreement are held by any competent authorities to be invalid or unlawful or unenforceable, they shall not affect the enforceability of any of the remaining terms of this agreement.

Third Parties

To the extent that this website and mobile application is published or hosted by a third party on our behalf, the third party will not be responsible for the accuracy of its contents.

1.Health Requirements

Vaccination Policy
All pets must complete the required vaccinations before check-in to ensure the health and safety of all animals. Required vaccinations are as follows:

Dogs: Rabies, Distemper, Parvovirus, Bordetella (Kennel Cough)
Cats: Rabies, Feline Distemper, Feline Leukemia (if applicable)

Vaccination Certificate
A valid vaccination certificate must be presented upon check-in. Pets without up-to-date vaccinations will not be allowed to stay.

Health Condition Requirement
To protect all pets, those with any illness or contagious symptoms will not be accepted. Pets showing signs such as vomiting, diarrhea, coughing, sneezing, or abnormal behavior will be denied entry. We recommend pet owners ensure their pet is healthy before check-in.

Health Check
If your pet feels unwell during the stay, our in-house veterinarian will conduct an assessment and provide appropriate treatment if necessary. Medical costs incurred will be borne by the owner. In case of emergency health issues, we will contact you immediately.

2. Pet Requirements

Age Restriction
Pets of all ages are welcome. However, puppies and kittens must be at least 12 weeks old and have completed all required vaccinations. Senior pets are also welcome — a pre-visit health check is recommended.

Spaying/Neutering
To ensure the safety of all pets, we prioritize pets that are spayed or neutered, especially for shared accommodation. While not mandatory, please inform us during booking if your pet is not fixed.

Behavior Requirement
Pets should be friendly and able to get along with other animals and humans. If a pet displays aggressive behavior, we reserve the right to refuse or terminate their stay.

3.Reservations & Cancellations

Reservation
All stays must be booked in advance. We recommend early booking during weekends or holidays to secure availability.

Payment
Full payment is required upon reservation to confirm your booking.

Rescheduling
You may change your booking once within 48 hours after payment, subject to availability. If your preferred date is fully booked, we will offer alternative available dates.

Cancellation Policy
Once payment is made, cancellations are not accepted. In case of emergencies, we will handle the situation on a case-by-case basis.

4.Check-In & Check-Out Time

Check-In Time
Daily from 9:30 AM to 6:00 PM. For check-in at other times, please contact us in advance.

Check-Out Time
Daily from 9:30 AM to 6:00 PM. Late check-out may incur additional charges.

5.Items to Bring & Provided Supplies

Items to Bring

Pet’s food for the entire stay (to maintain a consistent diet)
Any required medications with clear usage instructions
Comfort items (e.g., bed, toys, blanket)
Vaccination certificate (if not submitted earlier)

Items We Provide

Food and water bowls
Diapers and pee pads

To ensure your pet’s comfort, we recommend bringing their usual food bowl, bedding, or any special items (such as custom mats).

6.Emergency Handling

Emergency Contact & Procedure
If your pet experiences an emergency during the stay, we will contact you immediately. If unreachable, we will contact your listed emergency contact. Our in-house vet will assess and provide appropriate treatment.

Emergency Medical Fees
If medical treatment is required, the cost will be borne by the pet owner.

7.Disclaimer

Liability Statement
We will do our best to ensure the safety and health of your pet. However, Pet Universe Hotel & Grooming shall not be held liable for any accidents, illness, or injuries that occur during your pet’s stay. The pet owner is responsible for any damages or injuries caused by their pet.

Late Pick-Up
If you are unable to pick up your pet on time, please notify us as soon as possible. Late pick-up will incur additional charges.

8.Quiet Time & Rest Arrangement

Quiet Period
To create a peaceful environment, we have designated quiet and rest times for all pets. During the day, pets will enjoy playtime and free activity periods, while the remaining time will be for relaxing in their private space.

General Information

All services are provided by professional groomers in a safe and hygienic environment, ensuring your pet’s comfort and wellbeing at all times.

1. Health Conditions & Eligibility

Pets must be in good health. If your pet has specific medical conditions such as epilepsy, please inform us in advance. A handling fee may apply.
If your pet shows symptoms like vomiting, diarrhea, or skin infection, we reserve the right to suspend or decline service.
Senior pets, those with low immunity, or mobility issues will be evaluated to determine if grooming is suitable.
Please provide honest and accurate health information. We will not be responsible for any incidents resulting from undisclosed medical conditions.

2. Vaccination Requirements

All pets must have completed basic vaccinations (e.g. rabies, distemper, parvovirus).
Pets without full vaccination may still be groomed, but owners assume full responsibility for any related risks.
Vaccination records may be requested for first-time customers.

3. Flea / Tick Handling & Sanitation Policy

If fleas or ticks are found in small quantities, grooming may proceed but a Medical Wash will be charged to protect other pets.
In cases of heavy infestation, service will be immediately suspended.
Grooming tools and working areas are thoroughly cleaned and disinfected after each session.

4. Matting & Coat Condition

Severe matting will incur a dematting fee.
If mats are extensive or cause discomfort, shaving may be recommended to avoid pain and high charges.
Shaving may lead to redness, sensitivity, or minor nicks. Owners must acknowledge and accept these risks and agree not to hold the groomer responsible.

5. Behavior & Safety

Pets showing aggression, extreme resistance, or violent struggling may be subject to a handling fee or have the service terminated.
In extreme cases, sedation or veterinary evaluation may be required—owner bears full responsibility and cost.
Despite our best efforts and professional training, grooming accidents (such as shaving injury, clipper nicks, nail bleeding) may occur, especially in pets with sensitive skin or severe matting. By proceeding, owners acknowledge these risks and agree not to hold the groomer liable.

6. Appointment / Reschedule / No-show Policy

All services are by advance appointment only. Being late by more than 15 minutes may lead to shortened or canceled services.
Please notify us at least 24 hours in advance if you need to reschedule.
No-shows will not be charged, but repeated no-shows may result in temporary suspension from booking.

7. Pickup Policy

Please pick up your pet within 60 minutes after grooming, unless prior arrangements have been made.
A late pickup fee may apply.

8. Payment Terms

All services must be paid in full on the same day.
Prices vary depending on the grooming package, coat condition, pet behavior, and any additional handling required.
We accept cash, credit cards, and e-wallets.

9. Photography & Promotion

We may take photos or videos of your pet during grooming for promotional use (pet names may not be shown).
Please inform us in advance if you do not want your pet featured in any promotional materials.

10. Consent to Service

Making an appointment means you have read, understood, and agreed to all terms and conditions, and confirm your pet is fit for grooming.
You may be required to sign a service consent form or waiver before the grooming session.

1. Service Hours

Pet taxi operates between 9:30 AM and 6:00 PM.
Requests outside this timeframe may be arranged based on availability.

2. Coverage Area

Service is mainly available within a 40 km radius from the outlet. Further distances may be arranged case-by-case.

3. Cancellation & No-show

Please inform us in advance if you need to cancel.
If the driver has already departed and no one is available or the pet isn’t ready, a trip fee may apply.

4. Toll Fees

All highway toll charges are borne by the customer.
Waze screenshot will be used as reference for toll calculation.

5. Payment

Payment is required on the same day of the service. (Cash, transfer or other available methods)

6. Pet’s Health & Behavior

If your pet shows signs of illness, severe anxiety, or aggressive behavior, we may refuse service for safety reasons.

7. Carrier Box

Carrier boxes will be provided by us. However, you’re welcome to use your own if preferred.

8. Items Preparation

Please prepare all necessary items (food, shampoo, medications, toys, etc.) in advance.
If the driver must return to collect missed items, an additional trip fee may be charged.

9. Multiple Pets

If transporting multiple pets, driver will assess based on size and space. Additional charges may apply if space exceeds normal capacity.

10. Special Breeds & Large Dogs

For large breeds or pets requiring multiple handlers, please inform us ahead for appropriate safety and logistic arrangements.

11. Pickup & Drop-off Location

Pets will be picked up or dropped off at ground-level parking or main entrances only.
Drivers will not enter residences or go upstairs.

12. Pet Condition Record

Drivers will take photos of your pet during pickup and drop-off as part of safety and recordkeeping.

1.Applicable Services

Membership redemptions are only valid for the services listed in each respective membership tier.
All membership services are non-refundable, non-exchangeable, and cannot be substituted with other services or combined with other promotions or discounts.

2.Usage & Limitations

All services under the membership must be booked in advance via the Pet Universe App or WhatsApp to ensure proper arrangement.
*App Booking Recommended: The app offers optimal scheduling and instant service availability—members are encouraged to use it.
Each service must be completed on-site and is non-transferable between accounts, but may be used for multiple pets under the same customer account.
While services can be scheduled at separate times, the individual service items cannot be split or exchanged (e.g., swimming sessions cannot be shortened or replaced with another service).

3.No-Show / Rescheduling Policy

Please cancel or reschedule at least one day in advance if you are unable to attend, so we can accommodate others.
Last-minute changes, especially for Pet Taxi services, may result in deduction of the scheduled trip if the driver has already been dispatched.

4.Pet Health & Safety

Pets found with fleas, ticks, or other parasites will be required to undergo a compulsory Medical Wash at an additional charge.
Aggressive pets or those requiring special handling may incur an additional Handling Fee if the service can still be completed safely.
If the pet’s condition does not allow safe service, Pet Universe Starlux reserves the right to cancel or terminate the session without deduction.
Severe Matting Policy:
- Mild matting will incur a dematting fee.
- Severe matting will require shaving for the pet’s comfort and safety; charges will apply based on the actual services performed.
***If your pet tends to experience anxiety, aggression, or does not tolerate grooming or spa handling well, we recommend discussing with us before purchasing a membership to avoid future complications

5.Membership Validity

All redemptions be completed within one year of the membership start date. Expired redemptions are not guaranteed for reinstatement.

6.Service Area & Conditions (Pet Taxi)

Pet Taxi services are limited to a 10 km radius. Additional mileage will be charged accordingly.

7.Misuse Policy

In cases of misconduct, fraud, or abuse, Pet Universe Starlux reserves the right to revoke membership and cancel remaining unredeemed services without refund.

8.Right to Adjust

Pet Universe Starlux reserves the right to amend these terms, service details, and package contents at any time with prior public notice. No individual notice will be given.

9.Swimming Pool Services (Dogs Only)

Swimming services are available to dogs only. For cat memberships, swimming will be replaced with paw trimming.
If a dog is found to have fleas, ticks, or other parasites, swimming sessions will be temporarily suspended. Pets must undergo proper treatment and pass inspection before resuming the service.
In the event of sudden issues such as equipment failure or water contamination during a swim session, the service will be halted immediately. No redemption will be deducted, and a make-up session will be arranged.

1.Eligible Services

Points can be used for the following services:
- Grooming
- Spa
- Dental Scaling (Dogs Only)
- Swimming (Dogs Only)
- Pet Taxi
- Hotel (Boarding)

*Points cannot be used to purchase any products such as pet food, accessories, or toys.

2. Appointment Requirement

Due to limited daily capacity, appointments are required to avoid fully booked time slots.
Booking via the Pet Universe App or WhatsApp is recommended.
App bookings are highly encouraged for the best arrangement and real-time availability.

3. Multi-Pet Usage

Points can be shared among multiple pets under the same customer account.

4. No Cash Refunds, Transfers, or Conversions

Once topped up, points are non-refundable, non-transferable, and cannot be exchanged for cash.

5. Point Deduction Policy

Points are deducted based on the original service price, and cannot be combined with any ongoing promotions.
Example:
- The original price for a bath for an XS short-haired dog is RM35 (35 points). If there is a promotion offering the same service for RM20, the system will still deduct 35 points if paid with points.
To enjoy promotional prices, customers should pay using cash or e-payment, not points.

6. Error Handling

If you notice any incorrect point deduction or transaction, please contact our customer service for verification and assistance.

7. Account Security & Abuse Policy

If any misuse or fraudulent activity is detected, Pet Universe Starlux reserves the right to suspend or terminate the account and its remaining points.

8. Point Conversion Rate Adjustments

Pet Universe Starlux reserves the right to revise the points-to-service ratio.
We guarantee no sudden changes will be made. Any adjustments will be announced in advance.

9. Pet Health & Additional Fees

Fleas, ticks, or parasites: A mandatory medical wash will be added, with extra points deducted.
Aggressive behavior or special handling required: If grooming can still be completed, a handling fee will be applied, deducting additional points.
Severe Matting: If a pet’s coat is matted, appropriate solutions will be provided based on the severity:
- Mild Matting: A dematting fee will be applied, and additional points will be deducted.
- Severe Matting: A full shave may be recommended to avoid excessive dematting fees and discomfort. Points will be deducted based on the actual service provided.
If service cannot be safely provided:
- No points will be deducted, and we will recommend alternative solutions.
Example: If a pet becomes overly anxious or aggressive during swimming and cannot complete the session, the service will be stopped, and no points will be deducted.

10.Service Changes & Interruptions

Pet Universe Starlux reserves the right to adjust or suspend services under the following conditions:
- Equipment maintenance
- Limited space or manpower
- Health & safety concerns (e.g. outbreak control)
Example: If the swimming pool becomes unavailable due to sudden equipment failure (e.g., water filtration breakdown), the service will be paused, no points will be deducted, and customers will be informed with further arrangements.

11.Point Package Validity

All points redemptions be completed within one year of the point package start date. Expired redemptions are not guaranteed for reinstatement.

Service Details

Our pool is specially designed for pets, with clean and regularly changed water, and equipped with life-saving equipment to ensure the safety and health of your pet.

1. Health Conditions

All dogs must be in good health. If there are any known health conditions, a veterinarian must confirm suitability for swimming.
Dogs exhibiting symptoms like vomiting, diarrhea, coughing, skin infections, etc., will be denied participation in the swimming activity.
Older or less mobile dogs require an evaluation before booking.
Owners must provide accurate health information about their pets. Failure to do so may result in the shop not being responsible for any unforeseen situations.

2. Vaccination Requirements

Dogs must have completed all routine vaccinations (e.g., rabies vaccine, DHPPi vaccine, kennel cough vaccine, etc.).
Proof of vaccination must be presented before the first swim.

3. Behavior & Safety

Dogs with aggressive or severe behavioral issues may be refused service.
Dogs must be socialized and able to safely interact with other dogs and staff.
The shop reserves the right to terminate the swimming activity if any safety hazards are observed.

4. Parasite & Hygiene Policy

Dogs must be free of fleas and ticks.
If parasites are found, swimming will be immediately canceled, and a cleaning fee may apply.
To protect the filtration system, dogs must be clean and groomed before swimming.

5. Fasting Reminder

To avoid pets relieving themselves in the pool, it is recommended to withhold food and water for 2 hours prior to the swimming session.
This not only prevents pool contamination but also ensures a more comfortable and enjoyable experience for the pet.

6. Swimming Pool Rules

Only professional staff are permitted to assist dogs in and out of the water.
Owners are encouraged to accompany their pets into the water.
Every swimming session must include a basic grooming service, with a bath required before and after swimming.
Life jackets will be provided and may be required depending on the dog’s health and swimming ability.

7. Swimming Sessions

All swimming sessions must be booked in advance.
The time includes preparation and drying, and late arrivals may result in shortened swimming time.

8. Liability Statement

We will take every effort to ensure safety, but we are not liable for injuries due to health issues, slips, or sudden behavioral problems.
Owners should understand that swimming involves inherent risks (e.g., muscle strain, ear infections, fatigue, etc.).
Any medical expenses incurred will be the responsibility of the owner.

9. Cancellation Policy

To cancel or reschedule, please notify us at least 24 hours in advance.
Failure to cancel on time or failure to show up may result in charges.
Frequent no-shows may result in the suspension of services.

10. Media Release

We may take photos or videos during swimming sessions for promotional purposes.
If you do not want your pet to appear in our promotional materials, please notify us in writing in advance.

11. Payment Terms

All services must be paid in full on the day of the session.
Prices vary based on duration, frequency, and package contents.
Accepted payment methods: Cash, card, online payments, etc.

12. Owner Agreement

Once a reservation is made, it is considered confirmation that the owner agrees their dog is suitable for swimming and accepts all terms and conditions.
A consent form or waiver may need to be signed prior to swimming.

13. Unexpected Situations & Cancellations

In the event of unforeseen circumstances, such as shop maintenance, power outages, staff emergencies, or pet health issues, the shop reserves the right to cancel or adjust appointments and assist customers in rescheduling.

If force majeure occurs, we will make every effort to notify customers in advance and offer alternative arrangements.