Terms and Conditions

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Terms & Conditions

For further information on Pet Doctor Plus UK LTD terms and conditions, along with policies regarding how we process your data, please read the following information carefully.

Pet Doctor Plus Ltd (“the Company”, “we” or “us”) comprises: the Website www.petdoctorplus.co.uk, the consultation service the user ("you", the "user" or "the pet owner") connects to via the App provided or the Website, information and documentation related to or provided by Pet Doctor Plus (the Company).

The following terms and conditions are applicable to users of PET DOCTOR PLUS UK LTD, company number 14557758, Company name Pet Doctor Plus Ltd. By using the service provided by the Company you consent to the practices outlined in this policy.

1. Data Protection

The terms on which we will process any personal information you give us or that we acquire from you are outlined in this policy.

1. Collection and Use of Personal Data

We will collect personal data from you when you use our service, such as your name, address, and your pet’s details and medical history. We will use this data to provide you with the veterinary service that you have requested, and to improve the quality of our services.

2. Consent

By using our service, you consent to the collection and processing of your personal data as described in these terms and conditions.

3. Security

We take appropriate technical and organisational measures to ensure the security of your personal data, and to prevent unauthorised access or disclosure. 

Regarding payment security, we provide payment links from a certified PCI Service Provider Level 1, ensuring safety in this regard.

You are in charge of maintaining the confidentiality of any password provided by us or elected by you, in order to access our service. Please refrain from disclosing your password to anyone.

Despite our best efforts, internet-based information transfer is not always entirely secure. Therefore, we cannot ensure complete security of your personal information transferred to our website. Nonetheless, we will strive to prevent unauthorised access by following protocols and utilising security features.

4. Data Retention

We will retain your personal data for as long as necessary to provide you with the veterinary services you have requested, and for as long as required by law. 

5. Sharing of Data

We may share your personal data with third-party service providers who assist us in providing veterinary services. 

6. User Rights

You have the right to access, correct, or delete your personal data that we hold. 

7. Cookies

We may use cookies on our website to improve your user experience. By using our website, you consent to the use of cookies.

8. Changes to these Terms and Conditions

We may update these terms and conditions from time to time to reflect changes in our services, or to comply with changes in data protection laws. We will notify you of any material changes to these terms and conditions.

By using our telemedicine services, you agree to these terms and conditions. If you do not agree to these terms and conditions, you should not use our services.

2. Telemedicine Service

It is important to carefully read and understand the terms and conditions of any veterinary telemedicine service before using it to ensure that it meets your needs and expectations.

1. Our Veterinary telemedicine services are intended to provide non-emergency consultations and advice only. If your pet requires urgent or emergency care or If you are unsure regarding the gravity of your pet’s situation (i.e severe breathing abnormalities, collapse, convulsions, etc) you should contact a local veterinary practice immediately. 

2. The veterinary telemedicine service will be provided by a qualified and registered veterinary professional who is licensed to practice in the United Kingdom.

3. The telemedicine consultation will be conducted over a secure online platform (considering technology limitations) that aims to protect the confidentiality and privacy of the pet owner and their pet.

4. The telemedicine consult does not replace a physical consultation performed at a local veterinary practice. It only allows the clinician to discuss certain concerns and provide some recommendations based on the information shared by the user. The telemedicine consult is solely a complementary tool for owners to provide the best care for their pet.

5. Telemedicine consultations face certain limitations, such as the inability for Vets to perform physical examinations, which could reduce the precision of the clinician’s perception. For this reason, a telemedicine consult does not allow the clinician to provide a formal clinical diagnostics, nor replace a physical examination performed at a registered physical veterinary practice.

6. There are certain medications that cannot be prescribed via telemedicine consultations. Most medications (POM-V) require a physical examination to be legally prescribed. However, the clinician is allowed to recommend certain products to support your pet’s health.

7. In the event of deterioration or any detectable changes to the user’s pet condition, we strongly advise to seek support from a physical veterinary practice. 

8. The veterinarian will rely on the information provided by the pet owner to provide advice. Therefore, it is important to provide accurate, updated, and complete information about your pet's health and medical history.

9. The veterinarian may recommend further diagnostic tests or treatments that require in-person consultation(s) with a veterinary practice. In such cases, the pet owner will be responsible for arranging and paying for these additional services.

10. The pet owner is responsible for ensuring that their pet receives appropriate follow-up care and treatment after the telemedicine consultation.

11. The telemedicine service is only available to provide recommendations to pets such as dogs, cats and rabbits.

12. To have access to the website the user must be over 18 years old and be the legal owner of the registered pet or be authorised by the legal owner to utilise the service.

3. Fees and Payments

1. The payment should be made at time of booking to allow the time slot to be reserved.

2. In the event of booking cancelations, the refunds will be processed according to the following protocol: 

A) Cancelation confirmed with less than 24 hours until appointment date – no refund will be processed;

B) Cancelation confirmed within a 24– 48 hour interval until the appointment date - half of the value of consultation will be refunded;

C) Cancelation confirmed over 48 hours until appointment date – a full refund can be processed.

3. You have the right to appeal to the company if you believe you are entitled to a refund, or if your refund wasn’t processed. You can issue an appeal by emailing us at info@petdoctorplus.co.uk.

4. You can request your appointment to be rescheduled. The request should be made as soon as possible. Any requests made with less than 48 hours prior to your booked appointment might not be approved – In these scenarios the company is entitled to cancel your appointment and decide not to issue you a refund.

4. Liability

1. Due to the nature and limitations of telemedicine (outlined in the section above) the Company requires users to indemnify and hold harmless the website, its affiliates, and its veterinarians from any claims, damages, or losses arising from their use of our service.

2. In case an event outside of our control prevents us from providing our Service as scheduled, we will strive to ameliorate the situation and communicate this to you as soon as feasible. The user has the right to appeal for a refund from the Company in severe cases of lateness or cancellations with no previous notice.

3. The website reserves the right to change its terms and conditions as deemed reasonable.