Terms and Conditions

1. General

1.1 Vet Specialists Online is the trading name of Vet Specialists Online Ltd (we, us, our); registered in England under company number 13470306 and with the registers address Suite 7 Wessex House, St Leonards Road, Bournemouth, Dorset, England, BH8 8QS.

1.2 In the event that any of the following terms are held to be invalid or unenforceable in whole or in part, all other terms will nevertheless continue to be valid and enforceable with the invalid or unenforceable part severed from the remainder.

1.3 By accessing this website and/or using our services, you confirm that you have read, understood and agree to the terms and conditions set out below and are at least 18 years of age. Vet Specialists Online reserves the right to modify these terms at any time and with immediate effect.

1.4 Upon your use of our site or any of its features, or any other third-party site or technological service which we use to provide our services, you agree that you will not knowingly send, introduce or in any other way transmit any computer viruses, Trojans, worms, adware, spyware or any other harmful technological material.

1.5 You will not attempt to gain unauthorised access to our site or any connected server or database and will not attack our site for any reason.

1.6 Whilst we endeavour to ensure that the information provided on our website is accurate, we cannot guarantee that all information is accurate, complete and up-to-date and we will not accept liability for any errors or omissions.

2. Video and telephone consultations

2.1 Vet Specialists Online Ltd provides telephone and video consultations with veterinary specialists. We cannot be the primary care provider for your pet. Your pet must be registered with a primary care practice before using our services. We cannot provide urgent, emergency or out-of-hours care. If you think your pet requires urgent, emergency or out-of-hours care, you must contact your primary care practice in the first instance.

2.2 You confirm that the details you provide to us with regards to your primary care practice are true, correct and up-to-date. If your pet is registered with or has visited more than one veterinary practice, you confirm that you will inform us and provide us with the details of these practices prior to your consultation with us.

2.3 You must not use our services to seek veterinary advice for an animal displaying any of the following clinical signs; collapse, loss of consciousness, breathing difficulty, allergic/anaphylactic reaction, uncontrolled bleeding, uncontrolled seizures, or any other condition or clinical sign which requires urgent or emergency veterinary attention. It is your responsibility to ascertain if your pet requires urgent or emergency treatment. If you have any doubt as to the urgency of care required, you must contact your primary care practice.

2.4 The advice we provide is aimed at assisting with the provision of the in-person care provided by your primary care veterinary surgeon. Our services do not replace the provision of care provided by your primary care practice. A consultation with one of our veterinary surgeons does not replace an in-person physical examination and our recommendations could include visiting your primary care practice or an in-person specialist facility for further care.

2.5 If there is a change in your pet’s condition following your consultation with Vet Specialists Online, you must seek further veterinary attention.

2.6 You agree to provide us with and ensure that we have in advance of the consultation, complete, accurate and up-to-date medical records for your pet. You confirm that your pet has recently been seen and examined by your primary care veterinary surgeon (minimum of at least once within the 4 week period prior to your consultation or more recently if advised by your primary care veterinary surgeon) for the problem which you are seeking our advice on. You acknowledge and accept the risks of providing information relating to a pet that has not had a recent physical examination performed by a veterinary surgeon.

2.7 You agree that we may provide your primary care practice and veterinary surgeon with a copy of the written summary of your consultation with the specialist and this summary may contain your personal data. You give consent for us to discuss your pet and their condition with your primary care veterinary surgeon and consent to us providing your primary care practice and veterinary surgeon with any and all data (including but not limited to any pictures, videos or other audio or visual files) you provide to us. You understand and agree that it is primarily your responsibility for the consultation summary to be provided to your primary care veterinary surgeon.

2.8 You agree not to withhold any potentially pertinent information regarding your pet’s health (including but not limited to the previous history, details regarding previous tests and treatments) from Vet Specialists Online, our veterinary surgeons or your primary care veterinary surgeon.

2.9 You understand that as we cannot carry out a physical examination of your pet, we are unable to prescribe POM-V medications. You understand that if a POM-V medication is required in order to treat your pet, you will need to source this from your primary care practice.

2.10 You understand that part of our advice to you may include returning to your primary care practice for further diagnostics and/or treatment or pursuing a referral to a specialist practice for further diagnostics and/or treatment.

2.11 We use ‘Cliniko’, a third-party software application as part of the provision of our services. We store the personal data and data relating to your pet on the ‘Cliniko’ software. You consent to us storing your personal data and data pertaining to your pet on this third-party software.

2.12 You agree not to record, in whole or in part, any telephone or video consultations with the veterinary surgeon.

2.13 You agree to be contacted by us, by telephone or email, to schedule your consultation. You understand that consultation summaries are sent by email.

2.14 To ensure that we provide you, the pet owner, with the best possible service and to ensure that we can continue to build on and improve the service we provide, we welcome any feedback, questions or complaints. If you would like to offer feedback or raise a complaint following your consultation, please email us at [email protected].

3. Fees, rescheduling consultations and cancellations

3.1 Details of the fees for our services are listed elsewhere on our website and may be updated intermittently.

3.2 Whilst we endeavour to accommodate all requests to reschedule consultations, we are not obligated to reschedule consultations. If you contact us more than 3 full working days (Monday-Friday) in advance of your scheduled consultation to request that it be rescheduled, and if we cannot accommodate your request to reschedule, we will refund in full your paid consultation fee (including deposit) if you then decide to cancel your consultation and provide us with more than 3 full working days notice. If you contact us less than 3 full working days in advance of your scheduled consultation to request that it be rescheduled and if we cannot accommodate your request to reschedule, we will not be obligated to provide a refund of any paid consultation or deposit fees and the provision of a refund of any paid consultation or deposit fees will be at our discretion, if you then decide to cancel your consultation and provide us with less than 3 full working days notice. We endeavour to accommodate direct insurance claims when possible but the decision of whether or not we agree to a direct claim remains at our discretion. If, for whatever reason, your insurer refuses to pay any part or all of the claim or if a balance remains in the case of a part payment, you remain liable for any outstanding balance.

3.3 You may cancel your appointment at any time and without the need to provide us with a reason. If you contact us more than 3 full working days (Monday-Friday) in advance of your scheduled consultation confirming that you wish to cancel your consultation, we will refund in full any paid consultation and deposit fees. If you contact us less than 3 full working days in advance of your scheduled consultation confirming that you wish to cancel your consultation, we will not be obligated to provide a refund of any paid consultation or deposit fees and the provision of a refund of any paid consultation or deposit fees will be at our discretion.

3.4 If you forget, miss or for any other reason fail to attend your scheduled consultation or make it beyond reasonably possible for us to adequately carry out the scheduled consultation (including but not limited to inadequate telephone signal or internet access on your part), you will not be entitled to a refund of any paid consultation or deposit fees.

4. Liability

4.1 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 or for fraud or fraudulent misrepresentation.

4.2 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 these terms 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 you accepted these terms, both we and you knew it might happen.

4.3 We are not liable for business losses and you agree not to use our site or services for any commercial or business purposes, and where you are not a consumer, we accept no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

4.4 We will not be liable for any loss or damage caused by a virus, malware, or any other harmful technological material that may affect your devices or your software, data or other proprietary material due to your use of our site or any third-party service or site we may use for the provision of our services.

4.5 Our site and emails from us may contain links or references to other sites or services. We have no control over any other site or service and as such we do not accept responsibility or liability for their contents.

4.6 Vet Specialists Online Ltd is not responsible for any advice provided by the veterinary surgeon during or after (including but not limited to in the form of a written consult summary) the consultation. We are not liable for any malpractice arising from the advice given by the veterinary surgeon. If you are concerned that a veterinary surgeon has committed malpractice, please contact the Royal College of Veterinary Surgeons (https://www.rcvs.org.uk).

5. Intellectual property

5.1 We are the owner or licensee of all intellectual property rights in our site and the material published on it. You must not copy, share, download, store (in any medium), transmit, replicate or adapt any content found on our website without the prior written consent of Vet Specialists Online Ltd.

5.2 The intellectual property rights of any photos or videos which you share with us in order to carry out a consultation (before, during or after the consultation) belong to you. Vet Specialists Online Ltd (including our staff and contractors) have the right to use any photos or videos that you provide us in order to provide veterinary care and our services to you. Any photos or videos you provide to us may be passed to veterinary surgeons responsible for your pet’s health.

6. Legal

6.1 By using this website you are agreeing to be bound by the terms of use set out in this notice which is to be governed by and construed in accordance with the law of England and Wales.

6.2 If at any time a court or other relevant authority states that a part of this contract is unlawful, the rest of the contract will remain in place and in force as each part of the contract is separate.

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