Terms of service

GENERAL JOII OVERVIEW

Our terms

1. These terms

1.1. What these terms cover. These are the terms and conditions on which we may supply the following goods, services and digital content to you via our App (“App”): (a) veterinary advice and consultation services, including (but not limited to): (i) non-interactive information and advice content supplied within the App (“Guidance”); (ii) our interactive triage and diagnostic tool (“Triage”); and (iii) live one-to-one consultation appointments or chat sessions with one of our vets and/or nurses (“Appointments”), (all such services described together as the “Consultation Services”); and

(b) physical products (goods) and/or digital content and/or repeat orders for goods (“Products”).

1.2. Why you should read them. Please read these terms carefully before you place an order for Products or use the Consultation Services. These terms tell you who we are, how we will provide the Products and/or Consultation Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.

1.3. Conflicts between these terms and any other terms. These terms form part of the terms through which you may use the App, and should be read in conjunction with the following terms of use which govern our other services:

App Terms

Privacy Policy

Where there is any conflict between any of these terms and the above documents, these terms will take priority, but only to the extent that there is any conflict and only in relation to the supply of Products and/or Consultation Services (as applicable) to you.

2. Information about us and how to contact us

2.1. Who we are. We are Vet-AI Ltd, a limited company registered in England and Wales. Our company registration number is 11343174 and our registered office is at Ebble House, Odstock, Salisbury, England, SP5 4JB. Our registered VAT number is 304460341.

2.2. How to contact us. You can contact us by writing to us at [email protected].

2.3. How we may contact you. If we have to contact you, we will do so by telephone, via theApp, or by writing to you at an email address or postal address you have provided to us.

2.4. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3. Our contract with you

3.1. Guidance and Triage: These are on-demand services that can be accessed free of charge via our App, without placing an order.

3.2. How we will accept your order. You may place an order for a Product or request an Appointment via the App. Our acceptance of your order or request will take place: (a) (for Products) when we email you to accept it; or (b) (for Appointments) (i) upon commencement of the Appointment, or (ii) upon the issue of a scheduled time for the Appointment, at which point a contract will come into existence between you and us.

3.3. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and either will not charge you or will refund any balances already charged. This might be because a Product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or service or because we are unable to meet a delivery deadline you have specified.

3.4. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.5. We only sell to the UK. Our App is solely for the promotion of our services in the UK. Unfortunately, we do not accept orders from outside the UK.

4. Our rights to make changes

4.1. Minor changes. We may change the Products or Consultation Services:

(a) to reflect changes in relevant laws and regulatory requirements (which may include adding or removing information from the Consultation Services); and

(b) to implement minor technical adjustments and improvements, for example, to address a security threat.

4.2. More significant changes to the Products and these terms. In addition, if we have to make significant changes to Products or the Consultation Services as advertised, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any Products or Appointments paid for but not received.

4.3. Updates to digital content. We may update or require you to update digital content (including Guidance) within the App, provided that any digital content you have paid for shall always match the description of it that we provided to you before you bought it.

5. Providing the Products and Consultation Services Products

5.1. Physical Products may vary slightly from their pictures. The images of physical Products displayed in the App are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. The packaging of a physical Product may also vary from that shown in images in our App.

5.2. When we will provide the Products. During the order process we will let you know when we will provide the Products to you, in accordance with the following:

(a) If the Products you have ordered are goods. If the Products are goods, we will contact you with an estimated delivery date, which will be within 30 days after the day on which we accept your order; (b) If the product you have ordered is digital content. We will make the digital content available for download by you as soon as we accept your order; or (c) If the Products you have ordered are for periodic delivery. We will provide an estimated delivery date for the first delivery and continue to provide the Products until the subscription expires or is terminated.

5.3. If you are not at home when goods are delivered. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, we (or our carrier) will leave you a note informing you of how to rearrange delivery or collect the Products from a local depot.

5.4. If you do not rearrange delivery. If, after a failed delivery to you, you do not rearrange delivery or collect them from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection, we may end the contract, and clause 9.2 will apply.

5.5. When you become responsible for the Products. A Product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us or a delivery depot.

5.6. When you own Products. You own a Product which is goods once we have received payment in full.

Consultation Services

5.7. If you do not allow us access to provide services. If you do not allow us access/communicate with us via your device to enable us to perform the Consultation Services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or communicate with you, we may end the contract, and clause 9.2 will apply.

5.8. Appointments. We may offer and/or you may order Appointments through the App. Please note that whilst we make reasonable efforts to accommodate particular time and date availability requests, all such Appointments are provided at our discretion and are subject to availability. In relation to Appointments:

(a) after ordering your Appointment you may be placed in a ‘waiting room’ until your Appointment begins. We will notify you of your estimated Appointment time and will also notify you when your Appointment is due to begin. Once in the ‘waiting room’, you are responsible for ensuring that you are available to begin your Appointment when notified. If you are not available (including where you do not have a sufficient or consistent data connection) then you may miss your Appointment, but we may still charge you; and (b) depending on the Appointment you have ordered, your Appointment will be provided by either (i) a qualified veterinary surgeon who has completed additional training in a specific area of veterinary medicine and is board certified in that area of expertise (a “Vet Specialist Appointment”), (ii) a qualified veterinary surgeon (a “Vet Appointment”), or (iii) otherwise by a veterinary nurse or non-qualified adviser, which may be a video call or an instant chat message session.

5.9. Safe use of the Consultation Services. When using the Consultation Services, we may need to ask you to take certain actions or to provide us with certain information to enable us to provide appropriate advice. It is important that at all times you use the ConsultationServices safely for both yourself and your pets. As such, when using the ConsultationServices you must: (a) provide full and accurate information about your pet’s medical history and symptoms when asked. We may also need to ask you to consent to us obtaining your pet’s medical history records from another veterinary practice. You do not have to consent, but if you do not it may impair or prevent our ability to provide you with the Consultation Services. If you consent, any personal data we process as a result shall only be used in accordance with our Privacy Policy; (b) comply with our acceptable use policy set out at clause 6; (c) subject to your judgement on your safety in respect of you and your pet, carefully follow the instructions given to you by our vets during any consultation. This may include asking you to hold your pet’s mouth open or to manoeuvre your device or your pet to allow our vet to inspect any relevant parts of your pet’s body. You should only do so in a manner which you feel safe and comfortable, and it may be helpful for you to have a second person present to assist you during a consultation; and (d) seek further advice if you have any concerns about the advice or information given to you by our vets or if your pet’s symptoms change, provided always that you should always act in a manner which is safe for both yourself and your pet. If you are unwilling, uncertain, uncomfortable, or unable to safely follow any of the above requirements, you must tell our vets as soon as possible.

5.10. Reasons we may suspend the supply of Consultation Services to you. We may have to cancel and rearrange Appointments or suspend Triage and Guidance to: (a) deal with technical problems or make minor technical changes; (b) update the service to reflect changes in relevant laws and regulatory requirements; or (c) make changes to the service notified by us to you (see clause 4).

5.11. Your rights if we cancel Appointments. We will contact you in advance to tell you we will be cancelling or rearranging Appointments, unless the problem is urgent or an emergency. If we have to cancel Appointments we will adjust the price so that you do not pay for Appointments that have been cancelled. You may contact us to end the contract for the Appointment if we cancel or rearrange it, or tell you we are going to cancel or rearrange it, we will refund any sums you have paid in advance for the Appointment.

5.12. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the Products and/or Consultation Services to you, for example, during Triage or where one of our vets asks questions during an Appointment. Examples of the kind of information we may require will have been stated in the description of the Consultation Services within our App. We will contact you to ask for this information, or we may ask for this information during the performance of the Consultation Services. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Consultation Services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

5.13. We are not responsible for delays outside our control. If our supply of the Products or Consultation Services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products or Consultation Services you have paid for, but not received.

6. Consultation Services: acceptable use policy

6.1. You must comply with the App Terms in connection with your use of the Consultation Services.

6.2. When we consider that a breach of the App Terms has occurred, we may take such action as we deem appropriate. If you do not comply with the App Terms it will constitute a material breach by you of these terms, and may result in our taking all or any of the following actions: (a) immediate, temporary or permanent withdrawal of your right to use the App and/or the Consultation Services; (b) issue of a warning to you; (c) legal proceedings against you for reimbursement of any losses or costs incurred resulting from your breach; and/or (d) disclosure of such information or content to law enforcement authorities as we reasonably feel is necessary or as required by law. 6.3. We exclude our liability for all action we may take in response to breaches of these acceptable use restrictions. The actions we may take are not limited to those described above.

7. Your rights to end the contract

7.1. You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract: (a) If what you have bought is faulty or misdescribed, you may have a legal right to end the contract (or to get a service re-performed or to get some or all of your money back), see clause 10; (b) If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2; (c) If you have just changed your mind about the Product or the Consultation Service, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any Products; or (d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.7.

7.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any Consultation Services which have not been provided and you may also be entitled to compensation. The reasons are: (a) we have told you about an upcoming change to the Products or Consultation Services or these terms which you do not agree to (see clause 4.2); (b) we have told you about an error in the price or description of the Products or Consultation Services you have ordered or requested, and you do not wish to proceed; (c) there is a risk that supply of the Products or Consultation Services may be significantly delayed because of events outside our control; (d) we have suspended supply of the Consultation Services for technical reasons, or notify you we are going to suspend them for technical reasons; or (e) you have a legal right to end the contract because of something we have done wrong.

7.3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most goods and services bought online you have a legal right to change your mind. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

7.4. Our goodwill guarantee. Please note, these terms reflect the goodwill guarantee offered by Vet-AI Limited of Ebble House, Odstock, Salisbury, England, SP5 4JB to its UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed goods or services (see clause 10):

Right under the Consumer Contracts Regulations 2013: 14 day period to change your mind.

How our goodwill guarantee is more generous: 21 day period to change your mind.

7.5. How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

(a) Where you have bought a Consultation Service, you have 21 days after the day we email/notify that we accept your request or order, unless we start or complete the Consultation Service within that 21 day period. (b) Where we have supplied digital content as part of a treatment plan for download or streaming, you have 21 days after the day we email you with the treatment plan, or, if earlier, until you start downloading or streaming. If we delivered the digital content to you immediately, and you agreed to this in the Consultation, you will not have a right to change your mind. (c) Where you have bought Products (for example, food products or pet supplies), you have 21 days after the day you (or someone you nominate) receives the Products, unless: (i) Your Products are split into several deliveries over different days. In this case you have until 21 days after the day you (or someone you nominate) receives the last delivery to change your mind about the Products; or (ii) Your Products are for regular delivery over a set period (for example a subscription for regular food deliveries). In this case you have until 21 days after the day you (or someone you nominate) receives the first delivery of the Products.

7.6. When you don’t have the right to change your mind. You do not have a right to change your mind in respect of: (a) Consultation Services once these have been started or completed, even if the cancellation period is still running; (b) sealed food or supplements that has been opened, bespoke designed products, pharmaceuticals, products which are perishable/have a short shelf life; (c) digital Products or content after you have started to download or stream them; (d) Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; (e) sealed audio or sealed video recordings, once these Products are unsealed after you receive them; and (f) any Products which become mixed inseparably with other items after their delivery.

7.7. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for:

(a) goods or digital content is completed when the product is delivered, downloaded or streamed and paid for; or (b) services are completed when we have finished providing the services and you have paid for them.

If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for Products or Consultation Services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

8. How to end the contract with us (including if you have changed your mind)

8.1. Tell us you want to end the contract or a subscription for Products. To end the contract or Product subscription with us, please let us know by doing one of the following:

(a) Email. Email us at [email protected]. Please provide your name, home address, details of the order and, where available, your phone number and email address; or (b) By post. Print off the ‘Model Cancellation Form’ and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

8.2. Returning Products after ending the contract. If you end the contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at Covetrus UK, College Mains Road, Dumfries, DG2 0NU or (if they are not suitable for posting) allow us to collect them from you. Please email us at [email protected] for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

8.3. When we will pay the costs of return. We will pay the costs of return:

(a) if the Products are faulty or misdescribed; or (b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

8.4. What we charge for collection. If you are responsible for the costs of return and we are collecting Products from you, we will charge you the direct cost to us of collection. We charge £3.00 for collection of Products under 2kg in weight and £7.00 for products over 2kg in weight.

8.5. How we will refund you. We will refund you the price you paid for the Products or Consultation Services by the method you used for payment. However, we may make deductions from the price, as described below.

8.6. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind for Products:

(a) we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and (b) the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

8.7. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then: (a) if the Products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a Product to us, see clause 8.2; and (b) in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

9. Our rights to end the contract

9.1. We may end the contract if you break it. We may end the contract at any time by writing to you if: (a) (for Products) you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due; (b) (for Consultation Services) you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due or, if sooner, on the date that we are due to begin performance of the Consultation Services; (c) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide: (i) the Consultation Services, for example, details of symptoms or incidents; or (ii) the Products, for example, your selected options for certain products, sizing information, or additional personal details; (d) you do not, within a reasonable time, allow us: (i) access/communicate with us via your device to enable us to perform the Consultation Services; or (ii) to deliver the Products to you or collect them from us; or (e) you (f) breach our Acceptable Use Policy (see clause 6).

9.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 9.1 we will refund any money you have paid in advance for Products or Appointments we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

9.3. We may withdraw the Products or Consultation Service. We may write to you to let you know that we are going to stop providing the Products or Consultation Services. We will let you know at least 24 hours in advance of our stopping the supply of the relevant Products or Consultation Services and will refund any sums you have paid in advance for Products or Consultation Services which will not be provided.

10. If there is a problem

10.1. How to tell us about problems. If you have any questions or complaints about the Products or the Consultation Services, please contact us. You can write to us at [email protected].

10.2. Summary of your legal rights. We are under a legal duty to supply products and services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product/service. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. If your product is goods, for example pet supplies or food, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: a) Up to 30 days: if your goods are faulty, then you can get an immediate refund. b) Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases. c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back. See also clause 8.3. If your product is digital content, for example content provided in the App, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality: a) If your digital content is faulty, you’re entitled to a repair or a replacement. b) If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back. c) If you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation See also clause 8.3. If your product is services, for example Guidance, Triage or an Appointment, the Consumer Rights Act 2015 says: a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill or get some money back if we can’t fix it. b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable. c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time. See also Exercising your right to change your mind (Consumer Contracts Regulations 2013).

10.3. Your obligation to return rejected Products. If you wish to exercise your legal rights to reject Products, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please email us at [email protected] for a return label or to arrange collection.

11. Price and payment

11.1. Where to find the price for Products or Consultation Services. The price of the relevant Product or Consultation Service (which includes VAT) will be the price indicated on the order pages when you placed your order. The delivery options and charges for Products are included on the order page. We take all reasonable care to ensure that the price and delivery charges advised to you are correct. However please see clause 11.3 for what happens if we discover an error in the price or delivery charges of the Product or Consultation Services you order.

11.2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the Product or Consultation Services, we will adjust the rate of VAT that you pay, unless you have already paid for the Product or Consultation Services in full before the change in the rate of VAT takes effect.

11.3. What happens if we got the price or delivery charges wrong? It is always possible that, despite our best efforts, some of the Products or Consultation Services we sell may be incorrectly priced. We will normally check prices and delivery charges before accepting your order so that, where the correct price and delivery charge at your order date is less than our stated price and delivery charge at your order date, we will charge the lower amount. If the correct price and delivery charge at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where an error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.

11.4. When you must pay and how you must pay. We accept payment with Visa, MasterCard, and American Express credit and debit cards. When you must pay depends on what product you are buying: (a) For Products that are goods, you must pay before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you. Where you have purchased a subscription for repeat dispatches, we will take payment for each delivery of Products before we dispatch them, and we will confirm to you in writing in advance of taking each payment. (b) For Products that are digital content, you must pay before you download them. (c) For Consultation Services, you must pay when you order them and in any event before we begin to perform them.

12. Our responsibility for loss or damage suffered by you

12.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Products and Consultation Services as summarised at clause 10.2 and for defective products under the Consumer Protection Act 1987.

12.3. When we are liable for damage to your property. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

12.4. We are not liable for business losses. We only supply the Products and Consultation Services for domestic and private use. If you use the Products or Consultation Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.5. Where we recommend Products. We may recommend Products to you as a result of your use of the App and/or the Consultation Services. If we do so, where possible we will give you a choice of Products for you to order. Any Product recommendations we make are reliant upon the information you provide to us, and we will not be liable for any loss or damage that may be suffered by you taking, or refraining from, any action recommended by us that is based on incorrect or incomplete information provided by you. This includes not notifying us of any current or pre-existing conditions, treatments or medications that your pet has. If you are uncertain about any information you have provided to us, you must obtain professional or specialist advice before ordering any recommended Product. We will use reasonable endeavours to provide suitable recommendations to you, but you must use your own judgement when deciding to order such Products. We do not guarantee the performance of any recommended Products and give no warranty that recommended products will achieve a specific result.

13. Limitations to the Consultation Services

13.1. The Consultation Services are provided to assist and complement traditional veterinary services. They are not intended to and cannot be used as a substitute for any issues which require a physical visit to a veterinary surgery. In addition, except for Appointments, the Consultation Services do not constitute and cannot be used as a substitute for professional veterinary advice. We will advise you via the App and during the provision of the Consultation Services when we consider a Vet Specialist Appointment, Vet Appointment and/or a physical visit to a veterinary surgery is necessary. You may still proceed to obtain a standard Appointment if you wish, but we are not responsible for anything which arises from a failure by you to follow this advice and we will not be liable for any loss or damage that may suffered by you taking, or refraining from, any action contrary to this advice or otherwise without professional veterinary advice.

13.2. The Consultation Services are not suitable for use in a veterinary emergency. Although we will make reasonable efforts to direct you towards an emergency veterinary surgery as soon as possible when you use the Consultation Services, we will not be liable for any loss or damage that may be suffered by you due to you using the Consultation Services during a veterinary emergency. If your pet is exhibiting any of the following symptoms:

(a) bleeding heavily/uncontrollably;

(b) unresponsive or unconscious;

(d) if you suspect your pet has eaten something toxic/poisonous (e.g. rodent poisons, anti-freeze, chocolate, xylitol, lilies or slug bait);

(e) heat stress or heat stroke;

(f) swollen abdomen;

(g) continuous fits;

(h) problems involving pregnancy or giving birth;

(i) choking, continuous coughing or gagging;

(j) inability to pass urine or faeces;

(k) obvious signs of pain/anxiety/distress;

(l) refusal to eat or drink for more than 24 hours;

(m) severe vomiting and/or diarrhoea;

(n) severe lameness, inability to stand or walk, or paralysis;

(o) not breathing or having difficulty breathing; or

(p) showing any symptoms that require urgent veterinary attention, you should not use the Consultation Services and should attend your nearest emergency veterinary surgery as soon as possible. This list is not exhaustive and you should seek urgent care at a veterinary surgery for any other symptoms where you are concerned that your pet is at risk or is suffering.

13.3. The accuracy and reliability of any advice or information we provide to you through the Consultation Services is reliant upon the information you provide to us, and we will not be liable for any loss or damage that may be suffered by you taking, or refraining from, any action advised by us that is based on incorrect or incomplete information provided by you. This includes not notifying us of any current or pre-existing conditions, treatments, or medications that your pet has. If you are uncertain about any information you have provided to us, you must obtain professional or specialist advice before taking, or refraining from, any action on the basis of information obtained from the Consultation Services.

13.4. Although we make reasonable efforts to update the information provided by the Consultation Services, we make no representations, warranties or guarantees, whether express or implied, that such information is accurate, complete or up to date. 13.5. The Consultation Services should only be used where it is reasonable in the circumstances. If you have a high-value animal (such as a show animal or racing animal), you should carefully consider whether the Consultation Services are appropriate for your animal. Save where the law requires otherwise, we will not be liable for any loss suffered to the extent that those losses are due to the animal being a high-value animal.

14. How we may use your information including under research and trial programmes

14.1. How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

14.2. Collection and use of your pet’s information. As part of our core strategy in conducting research for pet health, we may use information about your pet (‘Pet Information’) collected by us during registration and consultations in the following ways:

(a) for research purposes, including contributing to research papers published by us or by third parties; and (b) to provide, maintain and improve our Triage tool or other tools, services or products we develop

14.3. This pet information may include details of its age, breed, appearance, health data and diagnostic data, as well as photographic imagery and video imagery of your pet.

14.4. Sometimes, we incidentally include your personal information when conducting research for pet health. However, you are entitled to voluntarily withdraw consent for the incidental use of your personal information at any time without penalty.

14.5. By signing up to one of our trial programmes you agree to the following conditions:

(a) You consent to participate in the relevant trial programme(s), to which information regarding such trial will be provided to you on a case-by-case basis before each trial programme begins. (b) You understand that you are entitled to withdraw and discontinue participation from our trial programme(s) at any time without penalty. (c) Upon withdrawal from our trial programme(s), we will no longer use your personal or pet information for the above mentioned purpose.

15. Other important terms

15.1. We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 21 days of us telling you about it and we will refund you any payments, you have made in advance for Products or Consultation Services not provided.

15.2. You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if it significantly affects our rights or obligations under these terms, for example if the other person lives in a different country, or if we would be unable to perform Consultation Services as agreed. However, you may transfer our guarantee at clause 7.4 to a person who has acquired any item or property in respect of which we have provided the services. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property, for example by producing documents to show the transfer of ownership from you (or tracing back to you).

15.3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 15.2 in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

15.4. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the Consultation Services, we can still require you to make the payment at a later date.

15.6. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

15.7. Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint for online resolution to the European Commission Online Dispute Resolution platform. If you are not satisfied with the outcome you can still bring legal proceedings.

1. Model Cancellation Form (Complete and return this form only if you wish to withdraw from the contract) To VET-AI LTD, of Ebble House, Odstock, Salisbury, England, SP5 4JB; email: [email protected] I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/ for the supply of the following service [*], Ordered on [*]/received on [*], Name of consumer(s), Address of consumer(s),Signature of consumer(s) (only if this form is notified on paper), Date [*] Delete as appropriate © Crown copyright 2013.