Terms of Service

PetsVet will use commercially reasonable efforts to maintain Service availability. However, we do not guarantee uninterrupted access and reserve the right to perform maintenance, updates, or modifications that may temporarily affect availability. We will endeavor to provide advance notice of scheduled maintenance where practicable.

PetsVet reserves the right to modify, enhance, or discontinue any feature or component of the Service at any time with reasonable notice. Material changes to core functionality will be communicated via email to the registered account holder.

Under the federal Electronic Communications Privacy Act (ECPA), recording a telephone call requires the consent of at least one party to the conversation. As the clinic operator initiating recordings through your own phone system, you are that consenting party under federal one-party consent law. However, state laws impose stricter requirements.

The following US states require all parties to a telephone call to consent to being recorded. If your clinic operates in any of these states, you must play an appropriate disclosure message to callers before recording begins:

For clinics operating in all-party consent states, we recommend configuring your phone system to play the following or substantially similar disclosure at the start of every inbound call:

This language should be reviewed by your own legal counsel to ensure compliance with your specific state's requirements. PetsVet provides this as a general recommendation only and does not provide legal advice.

Veterinary clinics are not "covered entities" under the Health Insurance Portability and Accountability Act (HIPAA) because HIPAA applies to human medical records and healthcare providers treating humans. PetsVet is therefore not a HIPAA Business Associate under standard veterinary clinic use cases. However, PetsVet implements security standards consistent with HIPAA best practices, including AES-256 encryption, role-based access controls, and audit logging. If your practice includes human healthcare services, please consult your legal counsel regarding HIPAA applicability.

You retain full ownership of all Call Data processed through the Platform. PetsVet does not claim any ownership rights over your call recordings, transcripts, or derived analytics. Your data is your data.

For purposes of applicable data protection laws, you are the Data Controller — you determine the purposes and means of processing Personal Data collected through your phone system. PetsVet acts as the Data Processor — we process data on your behalf and according to your instructions as set out in these Terms.

PetsVet does not sell, rent, share, or otherwise monetize your Call Data or Personal Data. Your clinic's call data will never be used for advertising, sold to third parties, or used to train AI models without your explicit written consent.

PetsVet implements and maintains the following security measures to protect your data:

• Encryption at rest: AES-256 encryption for all stored audio recordings and transcripts
• Encryption in transit: TLS 1.2 or higher for all data transmission
• Access controls: Role-based access ensuring staff see only their clinic's data
• Infrastructure: Hosted on AWS (US region) with enterprise-grade physical and network security
• Authentication: HTTPS-only access; API credentials stored server-side, never exposed to the browser
• Audit logging: Access and modification logs maintained for all data operations

Call recordings, transcripts, and analysis data are retained for the period specified in your Subscription plan or as otherwise agreed in writing. Upon request, PetsVet will delete your data within 30 days of a written deletion request, subject to any legal obligations requiring retention. Upon termination of your Subscription, your data will be retained for 60 days to allow for data export, after which it will be permanently deleted.

In the event of a security breach affecting your Call Data or Personal Data, PetsVet will notify you within 72 hours of becoming aware of the breach, consistent with standard data processor obligations. Notification will include the nature of the breach, categories of data affected, likely consequences, and measures taken or proposed.

To the extent that the California Consumer Privacy Act (CCPA) applies to Personal Data of California residents processed through the Platform, PetsVet will assist you in fulfilling any verifiable consumer requests received by you, including requests to know, delete, or opt out of the sale of Personal Data. PetsVet does not sell Personal Data as defined under CCPA.

PetsVet operates infrastructure in US-region AWS data centers. Call Data and Personal Data of US-based callers is stored and processed within the United States. Appropriate contractual safeguards govern any access to US client data from outside the United States, consistent with applicable data transfer requirements.

Call audio and transcripts are transmitted to OpenAI's services for transcription and analysis. PetsVet engages OpenAI under data handling terms that restrict use of submitted data for model training by default. You acknowledge that data is processed by OpenAI's systems and subject to OpenAI's applicable data usage policies.

AI-generated transcripts, scores, classifications, and analyses are provided on a best-effort basis. PetsVet does not guarantee 100% accuracy of AI outputs. Transcription accuracy may vary based on call audio quality, speaker accents, background noise, and terminology. AI analysis outputs should be used as management tools and indicators, not as definitive factual records. Clients should exercise independent judgment and not rely solely on AI outputs for employment, legal, or clinical decisions.

PetsVet will provide at least 30 days' advance notice of any material change to the sub-processors listed above. If you reasonably object to a new sub-processor on data protection grounds, you may terminate your Subscription without penalty within 30 days of receiving the notice.

As a Client of PetsVet, you agree to:

• Comply with all applicable federal, state, and local laws regarding call recording, data protection, and privacy in your jurisdiction
• Configure your phone system to play appropriate call recording disclosure messages as required by law in your state
• Maintain accurate and current account information including billing details and contact information
• Ensure that all Authorized Users comply with these Terms and use the Platform responsibly
• Implement and maintain your own information security policies appropriate to your operations
• Notify PetsVet promptly of any unauthorized access to your account or suspected security breach
• Not share login credentials between multiple individuals — each Authorized User must have their own credentials

You agree not to use the Platform to:

• Record calls in violation of applicable law, including without playing required consent disclosures
• Process calls from individuals who have explicitly objected to being recorded
• Violate any person's privacy, civil rights, or other legal rights
• Attempt to reverse-engineer, decompile, or derive source code from the Platform
• Use automated means to access the Platform other than through authorized API integrations
• Resell, sublicense, or white-label access to the Platform without written authorization from PetsVet
• Upload or process data unrelated to your veterinary clinic operations
• Interfere with the security, integrity, or performance of the Platform
• Use the Platform in connection with any unlawful purpose or activity

You are responsible for maintaining the confidentiality of all account credentials and for all activity occurring under your account. PetsVet will not be liable for any loss resulting from unauthorized use of your credentials. You must notify us immediately at support@petsvet.cloud upon becoming aware of any unauthorized access to your account.

Access to the Platform is provided on a subscription basis. Subscription plans, pricing, and included features are as described on the PetsVet pricing page at the time of your subscription. PetsVet reserves the right to modify pricing with at least 30 days' written notice prior to your next billing cycle.

• Subscriptions are billed monthly or annually in advance, as selected at signup
• Payment is due at the start of each billing period
• All fees are quoted and charged in US Dollars (USD)
• Failure to pay may result in suspension or termination of your access to the Platform
• PetsVet uses third-party payment processors; payment card information is not stored on PetsVet servers

Subscription fees are exclusive of any applicable taxes including US state sales tax on SaaS, VAT, GST, or withholding taxes. You are responsible for paying all applicable taxes in your jurisdiction. If PetsVet is required to collect taxes on your behalf, these will be added to your invoice.

All subscription fees are non-refundable except where required by applicable law. If you terminate your subscription during a billing period, you will retain access through the end of the current billing period but will not receive a refund for unused time. PetsVet may, at its sole discretion, issue credits or refunds in exceptional circumstances.

Each subscription plan includes a monthly call processing limit. If your clinic exceeds the included call volume, PetsVet will notify you and may charge overage fees at the published rate, or may suspend additional processing until the next billing period. PetsVet will not delete existing data due to usage limit overages.

The Platform, including all software, algorithms, interfaces, workflows, designs, trademarks (including "PetsVet" and "Call Intelligence™"), and documentation, is owned by PetsVet and protected by intellectual property laws. These Terms do not grant you any ownership rights in the Platform or PetsVet's intellectual property.

Subject to these Terms and payment of applicable fees, PetsVet grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Platform solely for your internal veterinary clinic operations during your Subscription term.

You grant PetsVet a limited license to access, process, store, and analyze your Call Data solely to the extent necessary to provide the Service. This license does not permit PetsVet to use your data for any purpose other than service delivery and support.

If you provide PetsVet with feedback, suggestions, or recommendations regarding the Platform ("Feedback"), you grant PetsVet a perpetual, irrevocable, royalty-free license to use that Feedback for any purpose without compensation or attribution to you.

PetsVet will treat your Call Data, business information, and operational details as confidential and will not disclose them to third parties except as required to deliver the Service (including to Sub-Processors under appropriate confidentiality obligations), as required by law, or with your prior written consent.

You will keep confidential any non-public information about the Platform's technology, pricing, security architecture, or business practices that PetsVet shares with you in connection with the Service.

Confidentiality obligations do not apply to information that: (a) is or becomes publicly known through no fault of the receiving party; (b) was rightfully known before receipt; (c) is rightfully received from a third party without restriction; or (d) is independently developed without use of confidential information.

PetsVet warrants that it will provide the Service with reasonable skill and care, consistent with industry standards, and that it will implement and maintain appropriate technical and organizational measures to protect your data as described in Section 5.

PetsVet's total cumulative liability to you for any claims arising under or related to these Terms — regardless of the form of action — shall not exceed the total fees paid by you to PetsVet in the twelve (12) months immediately preceding the event giving rise to the claim.

PetsVet expressly disclaims liability for:

• Your failure to comply with call recording consent laws in any jurisdiction
• Inaccuracies in AI-generated transcripts, scores, classifications, or analyses
• Actions taken by you based on AI analysis outputs
• Loss or corruption of data resulting from your own systems, phone system failures, or network issues outside PetsVet's control
• Third-party claims arising from your use of the Platform
• Interruptions caused by force majeure events, AWS infrastructure issues, or OpenAI service disruptions
• Employment decisions, clinical decisions, or legal proceedings based on call recordings or AI analyses

You agree to defend, indemnify, and hold harmless PetsVet and its officers, directors, employees, agents, and contractors from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your breach of these Terms or any applicable law
• Your failure to obtain required call recording consents or play required disclosures
• Your use or misuse of the Platform or Call Data
• Employment, disciplinary, or legal actions taken based on AI analysis outputs from the Platform
• Any claim by a third party (including your employees or callers) arising from your use of the Service
• Infringement of any third-party intellectual property rights by your data or your use of the Platform

PetsVet agrees to defend, indemnify, and hold harmless Client from and against any third-party claims alleging that the Platform, as provided by PetsVet, infringes any valid US patent, copyright, or trade secret, provided that you promptly notify PetsVet of the claim and cooperate in its defense.

These Terms commence on the date you first access the Platform and continue until your Subscription is terminated. Subscriptions renew automatically at the end of each billing period unless cancelled in accordance with this Section.

You may cancel your Subscription at any time by providing written notice to support@petsvet.cloud or through your account settings. Cancellation takes effect at the end of the current billing period. You will retain access through the end of the paid period.

PetsVet may suspend or terminate your access to the Platform immediately and without liability if:

• You materially breach these Terms and fail to cure such breach within 15 days of written notice
• You fail to pay any amounts due and do not remedy the failure within 10 days of notice
• You use the Platform in a manner that PetsVet reasonably believes creates legal risk or violates applicable law
• You become insolvent, bankrupt, or make an assignment for the benefit of creditors
• PetsVet is required to do so by law or regulatory order

For non-material breaches or business reasons, PetsVet will provide 30 days' written notice before termination.

Upon termination: (a) your right to access the Platform ceases immediately or at the end of the notice period; (b) PetsVet will make your Call Data available for export for 60 days; (c) after the 60-day export window, your data will be permanently deleted; (d) all provisions that by their nature should survive termination will survive, including Sections 9, 10, 11, 12, 13, and 15.

These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, to the extent permitted by applicable law, without regard to its conflict of law provisions.

Before initiating any formal dispute resolution, both parties agree to attempt to resolve any dispute informally by contacting the other party in writing. The parties will have 30 days to attempt informal resolution before proceeding to formal proceedings.

Any dispute, claim, or controversy arising out of or relating to these Terms or the Platform that cannot be resolved informally shall be finally resolved by binding arbitration conducted in accordance with the UNCITRAL Arbitration Rules (United Nations Commission on International Trade Law), as in effect at the time of the dispute. The arbitration shall be conducted in English by a sole arbitrator. The seat of arbitration shall be mutually agreed upon by the parties; absent agreement, proceedings shall be conducted virtually. The arbitral award shall be final and binding and may be enforced in any court of competent jurisdiction.

YOU AND PETSVET AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE ACTION.

Notwithstanding the arbitration agreement above, either party may seek emergency injunctive or other equitable relief from a court of competent jurisdiction to prevent irreparable harm pending arbitration.

These Terms, together with the Privacy Policy and any order forms or agreements executed between the parties, constitute the entire agreement between you and PetsVet regarding the Platform and supersede all prior negotiations, representations, or agreements relating to the Platform.

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be modified to the minimum extent necessary to make it enforceable, or if not possible, severed. The remaining provisions shall continue in full force and effect.

PetsVet's failure to enforce any provision of these Terms shall not constitute a waiver of its right to enforce that provision in the future. No waiver shall be effective unless in writing signed by an authorized representative of PetsVet.

You may not assign, transfer, or delegate your rights or obligations under these Terms without PetsVet's prior written consent. PetsVet may freely assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets, with notice to you. These Terms bind and inure to the benefit of both parties' successors and permitted assigns.

Neither party shall be liable for delays or failures in performance resulting from causes beyond its reasonable control, including natural disasters, acts of government, pandemics, infrastructure failures, or third-party service disruptions (including AWS or OpenAI outages). The affected party will provide prompt written notice and use reasonable efforts to resume performance.

All formal notices under these Terms must be in writing. Notices to PetsVet must be sent to support@petsvet.cloud. Notices to you will be sent to the email address registered with your account. Notices are effective upon confirmed delivery.

The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, employment, or fiduciary relationship between PetsVet and Client.

These Terms are written in English. If translated into any other language, the English version shall prevail in the event of any conflict.