Terms of Use

1. Introduction and Acceptance

These Terms of Use ("Terms") govern your access to and use of the Vet To Me Pty Ltd ("we," "us," "our," or "Vet To Me") platform, website, mobile application, and related services (collectively, the "Platform" or "Services").

By accessing or using our Platform, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not use our Services.

These Terms constitute a legally binding agreement between you and Vet To Me Pty Ltd. You represent that you are at least 18 years old and have the legal capacity to enter into this agreement.

These Terms are governed by the laws of Queensland, Australia, and the Australian Consumer Law.

2. Description of Services

Vet To Me is a two-sided marketplace platform that connects pet owners ("Clients") with qualified veterinary professionals and pet care providers ("Veterinary Providers" or "Providers") for in-home veterinary care services.

Important: Vet To Me is a technology platform that facilitates connections between Clients and Veterinary Providers. Except where otherwise explicitlystated at time of booking, we do not:

• Directly provide veterinary services or medical advice
• Employ or contract with Veterinary Providers (they are independent contractors)
• Guarantee the quality, safety, or outcome of veterinary services
• Control the methods or standards of veterinary practice

Where it is explicitly stated at time of booking that Vet to Me is providing the end pet care services directly, it is in relation to that booking and service delivery for that booking only and does not extend to any other bookings, service delivery or other interactions on the platform.

In all other cases, veterinary and pet care services are provided directly by independent Veterinary Providers and Pet Care Providers. The relationship for veterinary and pet care services is between you and the Veterinary Provider or Pet Care Provider, not with Vet To Me.

3. User Accounts

3.1 Account Registration

To access certain features, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Maintain the security and confidentiality of your account credentials
• Accept responsibility for all activities that occur under your account
• Notify us immediately of any unauthorized use of your account

3.2 Account Types

Client Accounts: For pet owners seeking veterinary and pet care services. You must provide accurate information about yourself and your pet(s).

Veterinary Provider Accounts: For licensed veterinary professionals. You must provide proof of qualifications, registration, and insurance. You agree to be subject to a police and criminal background check. We reserve the right to verify credentials and may suspend or terminate accounts that fail verification.

Other Pet Care Provider Accounts: For other independent pet care providers. You must provide proof of identity and relevant qualifications and insurance. You agree to be subject to a police and criminal background check. We reserve the right to verify credentials and may suspend or terminate accounts that fail verification.

3.3 Account Security

You are responsible for maintaining the confidentiality of your password and for all activities under your account. We are not liable for any loss or damage arising from unauthorized access to your account.

4. User Responsibilities and Conduct

4.1 Acceptable Use

You agree to use the Platform only for lawful purposes and in accordance with these Terms. You agree not to:

• Use the Platform for any illegal or unauthorized purpose
• Violate any applicable laws, regulations, or professional standards
• Infringe upon the rights of others, including intellectual property rights
• Transmit any harmful code, viruses, or malicious software
• Attempt to gain unauthorized access to the Platform or other users' accounts
• Interfere with or disrupt the Platform's operation or security
• Use automated systems to access the Platform without permission
• Impersonate any person or entity or misrepresent your identity
• Harass, abuse, or harm other users or pets
• Post false, misleading, defamatory, or inappropriate content

4.2 Client Responsibilities

As a Client, you agree to:

• Provide accurate and complete information about your pet(s), including medical history
• Ensure your pet is properly restrained and in a safe environment for veterinary visits
• Provide a safe and appropriate environment for the Veterinary Provider
• Be present during veterinary visits (or arrange for an authorized representative)
• Pay all fees promptly as agreed
• Notify us immediately of any safety concerns or incidents

4.3 Veterinary Provider Responsibilities

As a Veterinary Provider, you agree to:

• Maintain current veterinary registration and licensing in your jurisdiction
• Maintain appropriate professional indemnity and public liability insurance
• Provide services in accordance with professional standards and applicable laws
• Comply with the Veterinary Practice Act and relevant state regulations
• Maintain accurate and complete veterinary records
• Exercise reasonable care and skill in providing services
• Respect client confidentiality and privacy
• Not engage in any conduct that brings the Platform into disrepute
• Communicate clearly, compassionately and professionally with Clients
• Report any safety incidents or concerns to us immediately

4.4 Non-Circumvention

Important: The Platform facilitates connections between Clients and Veterinary Providers. To protect the integrity of our marketplace, protect all users of the platform, and ensure the marketplace can function effectively for all participants, you agree:

• Platform Exclusivity: For a period of 24 months from your first interaction with another user through the Platform, all veterinary and pet care services between you and that user must be booked through the Platform.
• No Direct Transactions: You must not arrange, solicit, or accept direct bookings outside the Platform with users you met through the Platform during the exclusivity period.
• Contact Information: You must not share or request direct contact information (including email addresses, phone numbers, or social media handles) for the purpose of circumventing Platform fees or conducting transactions outside the Platform. However, you can and should communicate with your clients about their pets' care through the features of the platform.
• Communication: All communication related to bookings and services should occur through the Platform's messaging system during the exclusivity period.
• Reporting: You must immediately report any attempt by another user to circumvent the Platform or arrange off-platform transactions.

This clause applies to both Clients and Veterinary Providers and Pet Care Providers. Violation of this clause may result in immediate account termination and liability for circumvention fees as outlined in Section 5.2.1.

Survival After Termination: These non-circumvention obligations continue to apply for the full 24-month exclusivity period even after your account is terminated. Termination of your account does not release you from these obligations. See Section 12.4 for details on survival of obligations.

5. Bookings, Payments, and Fees

5.1 Booking Process

Bookings are made through our Platform. By making a booking, you enter into a direct agreement with the Veterinary Provider for the provision of services. Vet To Me facilitates the booking but is not a party to the service agreement except where it is explicitly stated at time of booking that Vet to Me is providing the end pet care services directly.

5.2 Pricing and Fees

Service fees are displayed on the Platform and may vary based on:

• Type of service requested
• Location and travel distance
• Time of day or day of week
• Complexity of the veterinary service

We may charge platform fees for facilitating bookings. We may charge a combination of a booking fee which is paid by the client, and a platform fee which is paid by the provider.

5.2.1 Circumvention Fees

If you engage in a direct transaction with a user you met through the Platform during the 24-month exclusivity period (as outlined in Section 4.4), you will be liable for a circumvention fee. This fee:

• Is calculated as the greater of: (a) 7 times the average service fee that would have been charged for the transaction, or (b) $1000 AUD
• Applies to both parties involved in the circumvention (Client and Veterinary Provider or Pet Care Provider)
• Is payable immediately upon detection of the circumvention
• May be charged to your registered payment method without further notice
• Does not limit our right to terminate your account or pursue other legal remedies
• Applies to each instance of circumvention separately and a single provider can be liable for multiple circumvention fees if they are found to have engaged in multiple circumventions

We reserve the right to investigate suspected circumvention and may use reasonable methods to detect off-platform transactions, including but not limited to monitoring communications, payment patterns, and user behavior.

Survival After Termination: Circumvention fees remain payable even after your account is terminated. Termination of your account does not release you from liability for circumvention fees incurred during the exclusivity period. See Section 12.4 for details on survival of obligations.

5.3 Payment Terms

Payment is processed through our secure payment system. You authorize us to charge your payment method for all fees associated with your bookings. Payment is typically required at the time of booking or service completion.

5.4 Refunds and Cancellations

Cancellation and refund policies vary depending on the circumstances:

• Client Cancellations: If you cancel with 24+ hours notice, you may receive a full or partial refund depending on the cancellation policy. Cancellations with less notice may incur fees. Platform booking fees are non-refunable for client cancelled bookings.
• Provider Cancellations: If a Veterinary Provider cancels, you will receive a full refund and we will assist in finding an alternative provider.
• No-Shows: Failure to be present for a scheduled appointment may result in full payment being due.
• Service Issues: If you have concerns about service quality, contact us within 48 hours. We will investigate and may provide refunds or credits at our discretion.

Refunds will be processed to the original payment method within 5-10 business days.

6. Veterinary Services Disclaimer and Emergency Procedures

6.1 Not for Emergencies

IMPORTANT: Our Platform is NOT for emergency veterinary care. If your pet has a life-threatening emergency, contact your nearest emergency veterinary clinic immediately.

Signs of a pet emergency include but are not limited to: difficulty breathing, severe trauma, loss of consciousness, seizures, severe bleeding, difficulty urinating, suspected poisoning, or severe pain.

6.2 No Veterinary Advice from Platform

Vet To Me does not provide veterinary advice, diagnosis, or treatment. Any information on our Platform is for general informational purposes only and does not replace professional veterinary consultation.

6.3 Veterinary Provider Independence

Veterinary Providers are independent professionals who exercise their own professional judgment. We do not direct, control, or supervise the provision of veterinary services. The Veterinary Provider is solely responsible for all veterinary decisions and treatment provided.

6.4 Treatment Outcomes

We do not guarantee specific treatment outcomes. Veterinary medicine involves inherent risks, and results may vary. You are responsible for following veterinary advice and making informed decisions about your pet's care.

7. Limitation of Liability

7.1 Platform Liability

To the maximum extent permitted by law, Vet To Me's liability is limited as follows:

• We are not liable for the actions, omissions, or conduct of Users or Veterinary Providers or Pet Care Providers
• We are not liable for the quality, safety, or outcome of veterinary services provided by Veterinary Providers or Pet Care Services provided by Pet Care Providers
• We are not liable for any indirect, incidental, special, consequential, or punitive damages
• Our total liability for any claim is limited to the amount of platform fees you paid to us in the 12 months preceding the claim

7.2 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (ACL) or other applicable consumer protection laws. Our services come with guarantees that cannot be excluded under the ACL, including guarantees as to acceptable quality and fitness for purpose.

If our services fail to meet these guarantees, you may be entitled to a refund, replacement, or compensation for damages.

7.3 Veterinary Services Liability

Any claims arising from veterinary services must be directed to the Veterinary Provider who provided the services, not to Vet To Me. Veterinary Providers are required to maintain appropriate insurance coverage.

8. Indemnification

You agree to indemnify, defend, and hold harmless Vet To Me, its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, or expenses (including legal fees) arising from:

• Your use or misuse of the Platform
• Your violation of these Terms
• Your violation of any rights of another user or third party
• Any content you submit, post, or transmit through the Platform
• Your provision of veterinary services (for Veterinary Providers)
• Your pet's behavior or condition (for Clients)

9. Intellectual Property

9.1 Platform Content

All content on the Platform, including text, graphics, logos, images, software, and design, is owned by Vet To Me or its licensors and is protected by Australian and international copyright, trademark, and other intellectual property laws.

9.2 User Content

You retain ownership of content you submit to the Platform. However, by submitting content, you grant Vet To Me a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, and display your content for the purpose of operating and promoting the Platform.

9.3 Restrictions

You may not copy, modify, distribute, sell, or lease any part of the Platform without our written permission.

10. Reviews, Ratings, and Feedback

Users may post reviews and ratings about services. You agree that:

• Reviews must be truthful and based on actual experiences
• Reviews must not contain false, defamatory, or inappropriate content
• We reserve the right to remove or edit reviews that violate these Terms
• Reviews are the opinions of users, not Vet To Me
• We may use reviews for marketing and promotional purposes

11. Dispute Resolution

11.1 Internal Resolution

If you have a dispute with Vet To Me or another user, you agree to first contact us to attempt to resolve the dispute informally. We will make good faith efforts to resolve disputes within 30 days.

11.2 Disputes with Veterinary Providers

Disputes regarding veterinary services should be addressed directly with the Veterinary Provider. If you cannot resolve the dispute, contact us for assistance.

11.3 Governing Law and Jurisdiction

These Terms are governed by the laws of Queensland, Australia. Any legal disputes arising from these Terms or your use of the Platform will be subject to the exclusive jurisdiction of the courts of Queensland, Australia.

12. Termination

12.1 Termination by You

You may terminate your account at any time by contacting us or using account deletion features on the Platform.

12.2 Termination by Us

We may suspend or terminate your account immediately, without notice, if:

• You violate these Terms or our policies
• You engage in fraudulent, illegal, or harmful conduct
• You fail to pay fees when due
• You circumvent or attempt to circumvent the Platform by arranging direct transactions with users you met through the Platform (as prohibited in Section 4.4)
• We determine that your use of the Platform poses a risk to other users or pets
• For Veterinary Providers: you lose your license, registration, or insurance

12.3 Effect of Termination

Upon termination, your right to use the Platform ceases immediately. Outstanding fees remain due. We may retain your information as required by law or for legitimate business purposes.

12.4 Survival of Obligations

Important: Certain obligations under these Terms survive termination of your account. The following provisions continue to apply after termination:

• Non-Circumvention Obligations: Your obligations under Section 4.4 (Non-Circumvention) continue for the full 24-month exclusivity period from your first interaction with each user through the Platform, regardless of when your account is terminated. This means:
• You must not arrange, solicit, or accept direct bookings with users you met through the Platform during the exclusivity period, even after account termination
• You must not solicit or take clients you met through the Platform to transact outside the Platform during the exclusivity period
• The 24-month exclusivity period continues to run from the date of first interaction, not from the date of termination
• Circumvention Fees: You remain liable for circumvention fees (as outlined in Section 5.2.1) for any circumvention that occurs during the exclusivity period, even if your account has been terminated
• Payment Obligations: All outstanding fees, including platform fees, booking fees, and circumvention fees, remain due and payable after termination
• Confidentiality: Your obligations regarding confidentiality and privacy continue after termination
• Indemnification: Your indemnification obligations under Section 8 continue for claims arising from your use of the Platform prior to termination

Termination for Circumvention: If your account is terminated due to circumvention (as outlined in Section 12.2), all non-circumvention obligations and circumvention fee liabilities continue to apply. You may not use termination as a means to avoid these obligations.

This survival clause is essential to protect the integrity of our marketplace and prevent users from circumventing the Platform by terminating their accounts.

13. Modifications to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by:

• Posting the updated Terms on our website with a new effective date
• Sending an email notification to registered users

Your continued use of the Platform after changes become effective constitutes acceptance of the updated Terms. If you do not agree to the changes, you must stop using the Platform and may terminate your account.

14. Miscellaneous

14.1 Entire Agreement

These Terms, together with our Privacy Policy constitute the entire agreement between you and Vet To Me regarding the Platform.

14.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full effect.

14.3 Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

14.4 Assignment

You may not assign or transfer these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

14.5 Contact Information

For questions about these Terms, please contact us:

15. Contact Us