Terms of Service

You must be at least 18 years old to create an account or request services.

You agree to provide accurate, current information and to keep your account details up to date. You are responsible for keeping your password secure and for activity that happens under your account.

Serafai Pets provides cat and dog grooming, mobile nail care, pet sitting and drop-in care, pet transportation, and pet concierge services.

Every request is Pending Confirmation until we review it and confirm with you. A requested date or time is not a booking, and nothing is scheduled or charged until Serafai confirms. Where a different time works better, we'll propose it and you can accept or decline it in your account.

We currently serve Gilmer, Longview, Tyler, and select surrounding East Texas communities. Service availability varies by location and is confirmed with every request.

Prices shown before confirmation are estimates based on the details you provide. Your final price is confirmed by Serafai when your appointment is confirmed.

Grooming is provided by scheduled appointment with curbside pet drop-off and pickup. A Serafai team member will meet you outside for your pet's handoff — customers do not enter the private grooming facility.

Optional paid Serafai pickup & return transportation is available for grooming appointments.

Published grooming prices are starting prices. Your pet's coat, size, condition, and individual needs are reviewed before confirmation, and the final price is confirmed with you. There is no automatic 'difficult pet fee' — additional handling charges, if any, are only discussed and confirmed after review.

Mobile nail care is performed at your home or another agreed location. During the appointment, the Serafai provider directs the handling process and may ask you to step away or give your pet space.

An appropriately fitted muzzle may be used when necessary for safe handling. It is a temporary safety tool, not punishment. Your pet's safety and comfort come first — if your pet becomes excessively distressed or cannot be handled safely, Serafai may pause or discontinue the service rather than force completion. Nail care is not guaranteed to be completed in a single visit.

There is no automatic 'difficult pet fee.' If in-home nail care cannot reasonably be completed safely, Serafai may recommend that future nail care be performed with your veterinarian or with veterinary assistance.

Pet sitting and drop-in care take place in your home while you're away. Reliable home access is required. Door codes, alarm codes, and lockbox combinations are handled through a separate secure process and are never shown in your care summaries.

Care plans are based on the care instructions and pet details you provide. Routine, pre-measured oral medications and routine topical treatments may be administered as approved; injections and more complicated medication schedules require individual review. Serafai works alongside veterinary care and does not replace it.

First-time care arrangements may require a care consultation before visits are confirmed.

Serafai provides door-to-door transportation to approved pet-care destinations such as veterinary, grooming, boarding, or daycare appointments. Transportation is for pets, not passengers.

Cats must be transported in an appropriate secure carrier, and dogs must be secured with a vehicle restraint or in a secured crate or carrier. Pets never ride loose in the vehicle.

Pet Transportation is not an animal ambulance or a substitute for emergency veterinary care. If your pet is experiencing a medical emergency, contact your veterinarian or the nearest emergency vet first.

Your pet is handed off only to an authorized recipient verified in advance. Trip mileage is verified by Serafai before confirmation.

Every concierge request is reviewed individually, and custom requests receive an individual quote before anything is booked or charged.

Purchases and third-party costs (food, supplies, prescriptions, veterinary charges, parking, and similar) are separate from the Serafai service fee. You remain responsible for authorized purchases and third-party charges. Serafai does not silently mark up purchases.

A Vet Visit Companion may transport your pet, relay information you or the veterinary office provide, ask your pre-authorized questions, and bring back documents and instructions. The companion does not diagnose, prescribe, interpret test results, alter veterinary instructions, or make medical decisions. Any spending or treatment authorization must be explicit and bounded — never inferred from general notes.

If a pet experiences an illness, injury, or other situation while in Serafai's care that reasonably appears to require urgent veterinary attention, Serafai may seek reasonably necessary veterinary assistance for the pet. We will attempt to contact the pet owner and/or a designated emergency contact when circumstances reasonably allow.

If delaying care to obtain authorization could reasonably jeopardize the pet's health or safety, Serafai may seek urgent veterinary assistance before contact is made.

The pet owner remains responsible for veterinary examination, treatment, medication, transportation, and other third-party veterinary costs.

Serafai is not a veterinary or emergency animal service. This provision applies only to situations that reasonably appear urgent while a pet is already in our care. It does not give Serafai authority to authorize elective or non-urgent treatment — ordinary treatment and spending authorization must still be explicit and bounded, as described under Pet Concierge & Vet Visit Companion.

Peanut is an AI assistant that helps you understand a need, find the right service, and start a request. Peanut is not a veterinarian and does not provide veterinary or medical advice, diagnose conditions, or prescribe treatment.

If something seems medical, contact your veterinarian first — Serafai works alongside veterinary care and can help you keep track of what you've noticed.

Estimated prices are based on the details you provide and may be adjusted after review, before confirmation. Your confirmed price is the price you pay unless you request and approve additional services.

Deposits may be required to hold a confirmed appointment, and balances are due per the terms confirmed with your appointment. Applicable taxes may be charged where required.

Payment methods and arrangements are confirmed with you after your request is approved. Where online card payments are offered, they are processed securely by our payment processor — Serafai never sees or stores your card number. Where online card payments are not available, Serafai will tell you which payment methods are accepted. All payments are recorded in your account's payment history.

Cancellations, no-shows, deposits, and refund timing are governed by our Cancellation & Refund Policy.

Text messages from Serafai are transactional only — they relate to your requests, appointments, and payments. Text messages are not currently active; until SMS messaging is enabled, appointment updates are provided by email. If you opt in to text messages, our SMS Terms apply once messaging is enabled.

We treat every pet's safety and comfort as the first priority and provide care with reasonable skill and attention. Pets are living animals whose behavior can be unpredictable, and results such as coat condition, grooming outcomes, and a pet's response to handling can depend on many factors outside our control.

To the maximum extent permitted by applicable law, Serafai's total liability arising out of or relating to a service is limited to the amounts you paid for the affected service.

Nothing in these Terms limits liability that cannot be limited under applicable law.

These Terms are governed by the laws of the State of Texas, without regard to its conflict-of-law principles.

We may update these Terms from time to time. The current version is always available on this page with its last-updated date. Material changes will be reflected here before they take effect.