Terms and Conditions

v1.1 to v1.2. These Terms now describe the Service as it works today.

Removed:

• the in-chat payment and wallet provisions (former clauses 6 and 7), and every reference to Ephelia SwissTech SA;
• the Business User provisions (former clause 9);
• the Smart and Premium plans;
• the provisions on AI training, sale of anonymised data and voice notes.

Added or rewritten:

• the clinic directory and the order of search results;
• accounts, guests and account deletion;
• bookings;
• the health record;
• reviews and ratings of clients;
• the Base and Pro plans, free trial, billing, cancellation and vouchers;
• complaint handling for clinics.

The Data and Privacy clause now follows the Privacy Notice v1.2.

These Terms and Conditions (the Terms) constitute a legally binding agreement between you and Odren Ltd governing your access to and use of the VETZY service. By using VETZY you confirm that you have read, understood and accepted these Terms. If you do not accept them, you must not use the Service.

2.1. You accept these Terms by any of these actions:

• starting a conversation with VETZY on WhatsApp, Telegram or the web chat;
• signing in to app.vetzy.io;
• claiming or adding a Clinic;
• subscribing to a Plan.

2.2. You must be at least 18 years old, or the age of legal majority in your country of residence if higher, and have full legal capacity.

2.3. If you use the Service on behalf of a Clinic or another legal person, you confirm that you are authorised to bind it and that it accepts these Terms.

2.4. You must not use the Service in breach of applicable sanctions law.

3.1. What VETZY does. VETZY is an information, discovery and booking assistant for pet owners. It can:

• give general information about the care of animals;
• find veterinary clinics in the Directory by place, specialty, species and emergency service;
• book visits at Clinics that take bookings through VETZY;
• keep your animals' profiles and Health Records;
• remind you of vaccinations and antiparasitic treatments;
• let you review the Clinics you visited.

3.2. What VETZY is not. VETZY is not any of the following:

• a veterinarian, a medical device or a clinical decision-support system;
• an emergency service, a diagnostic tool or a prescribing system.

VETZY does not diagnose, prescribe, dispense medicines or perform any clinical assessment of any animal, and it does not replace your veterinarian.

3.3. No clinical advice. Anything VETZY says about symptoms, conditions, treatments, medicines, dosages, diets, supplements or behaviour is general information only. It is never clinical, medical, nutritional, legal, financial or insurance advice. Always consult a veterinarian for any clinical question, and call a veterinary emergency service in case of urgency.

3.4. AI nature of the Service. The Service relies on artificial-intelligence components. AI Output, including the data VETZY reads from photos of a booklet or a document, may be incomplete, inaccurate or out of date. Check important information, such as the dates of vaccinations, and verify any decision about your animal with a veterinarian.

3.5. Free for Pet Owners. VETZY is free for Pet Owners. Clinics pay for Plans under clause 9. Master Franchisees and Regional Partners pay under their separate agreements.

3.6. Languages.

• The chat answers in the language you write in.
• vetzy.io is available in English, Italian, French and German; app.vetzy.io also in Spanish.
• The English version of these Terms is the reference version. In case of conflict with a translation, the English version prevails.

3.7. Channels. The Service is delivered through WhatsApp, Telegram and the web chat at app.vetzy.io. Use of WhatsApp and Telegram is also governed by their own terms. We are not responsible for their failures, downtime or changes of policy.

3.8. Coverage and Directory.

• VETZY is available in Switzerland, Italy and the United Kingdom (England, Scotland, Wales and Northern Ireland).
• The Directory displays publicly available information from Google for unclaimed listings and information supplied by providers once they claim their listings. It may contain errors or be out of date, for example opening hours, services or phone numbers.
• The listings of veterinarians, groomers and dog boarding facilities that have not been claimed only display information that is publicly available on Google. VETZY does not store those data. VETZY collects and retains the data of a veterinarian, groomer or dog boarding facility only when it claims its listing.
• A Clinic can ask us to correct or remove its listing by writing to support@vetzy.io.

3.9. Order of results.

• In every search, on the website and in the chat, Clinics that take bookings through VETZY, which pay a Plan, appear before the other Clinics.
• Within each group, results are ordered by the species you are looking for, then by distance from you when you share your position, then by name.
• No other payment influences the order of results, the answers of the assistant or the Reviews.

3.10. Evolution. We may add, change, suspend or discontinue features, coverage and languages, subject to clause 18.

4.1. Pet Owners on WhatsApp and Telegram.

• You do not need to sign up: your WhatsApp number or your Telegram account identifies you.
• By starting the conversation, you confirm that the number or account is yours.

4.2. Pet Owners on the website.

• You can chat as a guest without signing in. Your guest conversation is deleted 90 days after your last message, unless you sign in and it moves into your Account.
• You sign in with a code or link sent to your email address. After signing in, you verify your phone number once by sending a code from WhatsApp.
• A verified phone number is the single key of your Account: the website, WhatsApp and Telegram chats that prove the same number are joined into one Account.

4.3. Clinic Users.

• To manage a Clinic, you claim its listing or ask us to add it. You give your name, role and contact details, together with the commercial register extract (Switzerland), the "visura camerale" (Italy) or the Companies House certificate (United Kingdom; for a sole trader or a partnership, a business document showing the practice's name and address), and any other document we may reasonably ask for.
• We check that you have the right to act for the Clinic, and we may approve or reject the request, giving our reason.
• A Clinic added at your request becomes visible in the Directory only after our approval.

4.4. Accurate information. You must give accurate, complete and current information and update it when it changes.

4.5. Security. Sign-in codes and links are personal. Do not share them. Tell us at once of any unauthorised use of your Account.

4.6. Deleting your Account.

• You can delete your Account at any time from your account page at app.vetzy.io. A Clinic User must first hand the Clinic over, by writing to support.
• If an Account is not used for 24 months, we delete it, after telling you 30 days in advance by email and in the chat.
• What happens to your data when an Account is deleted is described in the Privacy Notice.

5.1. You must use the Service lawfully, fairly and in line with its purpose. In particular, you must not:

• submit false, misleading, defamatory, harassing, threatening, obscene, discriminatory or unlawful content;
• impersonate any person, owner, veterinarian or organisation, or misrepresent your relationship with an animal or a Clinic;
• write Reviews or Client Ratings that are not based on a real visit, that insult, or that disclose other people's personal data;
• book visits you do not intend to attend, or make bookings in another person's name without their permission;
• scrape, extract or reverse-engineer the Directory, the AI Output or the underlying models, or use them to build a competing product;
• circumvent any rate limit, access control or anti-fraud measure, or attempt prompt injection, jailbreaks or denial-of-service attacks;
• try to obtain a diagnosis, a prescription or any other regulated clinical act;
• use the Service for content that harms or endangers animals or people, including illegal breeding, trafficking or cruelty.

5.2. We may filter, limit, suspend or terminate access of any User who breaches this clause, in accordance with clause 17.

6.1. Who takes bookings. You can book a visit only at Clinics with an active Plan. For other Clinics, VETZY gives you their phone number and directions.

6.2. Confirmation.

• Depending on the Clinic, a booking is confirmed at once, or it is a request that the Clinic confirms.
• A request the Clinic has not answered two hours before the visit is declined automatically, so that you can look elsewhere.
• We tell you by email and in your chat.

6.3. Contract with the Clinic.

• When you book, you enter into an agreement with the Clinic for the visit. Odren is not a party to it.
• Prices shown are those indicated by the Clinic. You pay the Clinic directly: VETZY does not take payments from Pet Owners.

6.4. Changes and cancellations.

• You can cancel a visit from the link in your confirmation or in the chat.
• The Clinic may confirm, move or cancel a visit, and we tell you by email and in your chat.
• Send STOP in your chat to stop chat notices, and START to resume them.

6.5. Waitlist. If you join a Clinic's waitlist, we offer you a freed place for a limited time. If you do not take it in time, it goes to the next person.

6.6. Missed visits. A Clinic may mark a visit you did not attend as missed. This may be reflected in its Client Rating of you (clause 8.2).

6.7. Consumer rights. Your statutory consumer rights towards the Clinic and towards us are not affected by these Terms.

7.1. What it contains.

• You can add documents to your animal's Health Record from your account or by sending photos in the chat.
• A Clinic where you booked through VETZY can add its own documents for your animal. You are told when it does. You can download or forward those documents but not delete them.

7.2. Reading booklets. VETZY reads photos of a vaccination booklet or pet passport to fill in your animal's details and vaccinations. You are responsible for checking them, and you can correct them. Reminders are based on these data.

7.3. Sharing.

• You decide which Clinics see the Health Record. You can send it to a Clinic, or a Clinic can ask for it and you approve.
• A Clinic that is not yet on VETZY receives it through a private link sent by email.
• You can stop a Clinic receiving new documents at any time: what it received until then stays available to it while your Account exists.

7.4. Obligations of Clinics. A Clinic that receives a Health Record must use it only to care for the animal, keep it confidential and comply with its professional and data-protection obligations. For that use, it acts as an independent data controller.

7.5. Not the clinic's medical record. The Health Record is a service for Pet Owners. It does not replace the records a Clinic must keep by law, which each Clinic keeps in its own systems.

8.1. Reviews.

• Who can review. Only a Pet Owner who had a visit booked through VETZY at a Clinic can review it; we check this against our booking records. You can write one Review per Clinic and update it after a later visit.
• How it is published. A Review is published at once, with your first name and the initial of your surname. It must describe your own experience honestly.
• Moderation. Texts with offensive words are refused. The Clinic can reply and can report a Review. We may hide a Review that breaches these Terms or the law.
• No rewards. We do not pay or reward anyone for Reviews.

8.2. Client Ratings.

• What a Clinic can write. A Clinic may rate a client after a visit with a score and a short comment. These must be factual and relevant to the relationship between the Clinic and the client, for example punctuality, missed visits or communication.
• What it must not write: insults, information about health or other sensitive matters, or anything unlawful or discriminatory.
• Who sees it. The Clinic chooses whether the rating is shared with the client or visible to Clinics only. Other Clinics see it only when the person is also their client.
• Your rights. You can see every rating about you by downloading your data. You can ask us to correct or remove a rating, and we may hide any rating that breaches these Terms.

9.1. Free listing. Being listed in the Directory and claiming the listing are free.

9.2. Plans.

• Base: bookings from the chat, 24 hours a day, confirmations and reminders to owners, and a portal with diary, clients, opening hours and services.
• Pro: everything in Base, plus a waitlist and the link with the Clinic's own calendar.

Current features and prices are shown on vetzy.io/grow-your-business and in the portal. Swiss Clinics pay in CHF and all others in EUR, including VAT.

9.3. Free trial. The first subscription of each Clinic includes 30 days free. If you cancel before the trial ends, you are not charged.

9.4. Billing. Plans are monthly and billed in advance by Stripe, with the payment methods offered at checkout. Invoices are available in the portal.

9.5. Changing Plan. You can switch between Base and Pro at any time. The difference is calculated in proportion to the days left in the month.

9.6. Cancellation. You can cancel at any time from the portal. The Plan stays active until the end of the month already paid and is not renewed. Months already paid are not refunded, unless the law requires it.

9.7. Non-payment. If a payment fails and is not settled, the Plan stops. The Clinic stays in the Directory but no longer takes bookings through VETZY.

9.8. Price changes. We may change prices for future months with at least 30 days' notice. You can cancel before the new price applies.

9.9. Vouchers.

• A Voucher gives a discount, free months or a free Plan, under the conditions shown with it.
• A Voucher has no cash value and cannot be transferred.
• We may withdraw a Voucher used fraudulently or in breach of its conditions.

9.10. Obligations of Clinic Users. Clinic Users must:

• keep the Clinic's information, opening hours and services up to date;
• handle the bookings and requests they receive;
• treat the personal data of clients lawfully, as independent data controllers for their own use;
• comply with the professional rules that apply to them.

The link with a calendar (CalDAV or Microsoft) is set up by the Clinic, under its own agreement with its calendar provider.

9.11. Ranking. Having a Plan affects the order of results as described in clause 3.9. It never changes the content of the assistant's answers about health.

9.12. Complaints and mediation.

• Clinic Users can send complaints about the Service to support@vetzy.io. We handle them free of charge and answer within a reasonable time.
• For disputes we cannot settle, we are willing to mediate with the Centre for Effective Dispute Resolution (CEDR) and the Chartered Institute of Arbitrators (Ciarb), in accordance with Regulation (EU) 2019/1150 where it applies.

10.1. Our rights. Odren and its licensors own the Service, the brand, the software, the Directory as a database and the AI components, save for the licences granted in these Terms.

10.2. AI Output. You may use the AI Output you receive for your personal use as a Pet Owner, or for the internal use of your Clinic, within the purpose of the Service.

10.3. Your User Content.

• You keep ownership of your User Content. You grant Odren a worldwide, royalty-free licence to host, process, transmit, copy, format, translate and display it as needed to operate, secure and improve the Service.
• For Reviews, the licence includes publishing them on the Clinic's page.
• We do not use your User Content to train AI models, as set out in the Privacy Notice.

10.4. Feedback. Feedback and suggestions you give us may be used without restriction or compensation.

11.1. VETZY is an information, discovery and booking assistant. It does not diagnose, prescribe, dispense or perform any clinical act.

11.2. When a question is clinical, VETZY tells you to see a veterinarian and helps you find and book one.

11.3. The Service does not advertise prescription-only veterinary medicines to Pet Owners.

12.1. The Privacy Notice at vetzy.io/legal/privacy explains how we process personal data and forms part of these Terms. In case of conflict on data-protection matters, the Privacy Notice prevails.

12.2. Odren Ltd is the data controller for the processing carried out through the Service. Clinics act as independent data controllers for the bookings, Health Records and Client Ratings they receive or write.

12.3. You can download your data and delete your Account from your account page, and exercise your other rights by writing to privacy@odrengroup.com.

The Cookie Policy at vetzy.io/legal/cookies lists the cookies we use. app.vetzy.io uses only strictly necessary cookies. On vetzy.io, statistics run only with your consent, which you can change at any time from "Cookie settings".

14.1. The Service relies on third parties that operate under their own terms:

• WhatsApp and Telegram for messaging;
• Stripe for Clinic payments;
• calendar providers chosen by the Clinics;
• our cloud, AI, email and mapping providers.

14.2. Unclaimed listings of veterinarians, groomers and dog boarding facilities only display publicly available information from Google, which VETZY does not store. Their listing data are collected and retained only once the provider claims its listing, using the information the provider supplies. We do not guarantee that the information displayed is accurate, current or complete.

14.3. Links to third-party websites are provided for convenience. We do not control or endorse them.

15.1. The Service is provided "as is" and "as available". To the maximum extent permitted by law, we exclude all warranties, conditions and representations, express or implied, including any warranty of merchantability, fitness for a particular purpose, accuracy, completeness and non-infringement.

15.2. We do not warrant that the Service will be uninterrupted or error-free, or that a given Clinic will be available, will accept a booking or will honour it.

15.3. AI Output is not guaranteed to be accurate, complete or current. It must never be relied on as clinical, medical, nutritional, legal, financial or insurance advice.

16.1. Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot be limited under applicable law, including mandatory consumer protection.

16.2. Subject to clause 16.1, we are not liable for any indirect, incidental, special or consequential loss, loss of profit, revenue, business, opportunity, goodwill or data, whether in contract, tort (including negligence) or otherwise, even if foreseeable.

16.3. Subject to clauses 16.1 and 16.2, our total liability is limited as follows:

• to a Pet Owner: GBP 100;
• to a Clinic User: the fees the Clinic paid us in the 12 months before the event giving rise to the claim, or GBP 1,000 if higher.

16.4. We are not responsible for:

• the visits, treatments, decisions or omissions of Clinics;
• any decision about an animal's health taken on the basis of the Service.

Decisions about your animal's health must always be taken with a veterinarian.

16.5. Force majeure. We are not liable for failures or delays caused by events beyond our reasonable control, including failures of messaging platforms, AI providers, cloud providers, the internet, cyber-attacks, sanctions or governmental action.

17.1. Suspension by us. We may suspend or terminate your access to the Service in these cases:

• you breach these Terms;
• we reasonably suspect fraud, illegality or abuse;
• the law, a regulator or a platform policy requires it.

We tell you the reasons, unless the law prevents it.

17.2. Clinic Users. For a Clinic User, we give at least 30 days' notice before terminating the Service for reasons other than serious or repeated breach, fraud or a legal obligation. The Clinic User can respond and use the complaint procedure in clause 9.12.

17.3. Pet Owners. Pet Owners may stop using the Service at any time, send STOP in the chat, or delete their Account (clause 4.6).

17.4. Clinics. Clinics may cancel their Plan as set out in clause 9.6.

17.5. Survival. Clauses 5, 10, 12, 15, 16, 17, 18, 20, 21 and 22 survive termination.

18.1. We may amend these Terms to reflect changes in the Service, in the law or in our commercial arrangements. The amended Terms are published at vetzy.io/legal/terms with their effective date.

18.2. Notice periods:

• for changes that adversely affect Pet Owners, at least 30 days' notice;
• for Clinic Users, at least 15 days' notice before any change takes effect, unless the law requires a shorter period or the change only benefits them.

18.3. Continued use after the effective date means acceptance. If you do not accept the change, you can stop using the Service, and Clinic Users can cancel their Plan before the change applies.

19.1. The relationship between Odren and Master Franchisees or Regional Partners is governed by separate agreements. These Terms do not create any franchise, agency, partnership, joint venture, employment or fiduciary relationship between Odren and any Pet Owner or Clinic User.

19.2. In territories operated by a Master Franchisee or Regional Partner, some commercial and operational activities may be carried out by them or in their name. Odren Ltd remains the data controller under clause 12 unless another arrangement is agreed in writing and notified to you.

20.1. Formal notices to Odren: in writing to Odren Ltd, 7 Manchester Square, London, England, W1U 3PQ, with a copy to support@vetzy.io.

20.2. Notices to Users: by email, by message in the chat or in the portal, or by publication on vetzy.io/legal/terms.

20.3. Support: write to support@vetzy.io, use the support page in your account, or ask the assistant in the chat to pass you to our team.

20.4. Privacy: privacy@odrengroup.com.

21.1. These Terms and any dispute arising from them, including non-contractual disputes, are governed by the laws of England and Wales.

21.2. Subject to clause 21.3, the courts of England and Wales have exclusive jurisdiction.

21.3. If you are a consumer resident in the European Union, Switzerland or the United Kingdom, you keep the protection of the mandatory consumer law of your country of habitual residence, and you may also bring proceedings in the courts of that country.

22.1. Entire agreement. These Terms, together with the Privacy Notice, the Cookie Policy and the Plan conditions shown at subscription, are the entire agreement between you and Odren about the Service.

22.2. Severability. If any provision is held invalid, the others remain in force.

22.3. No waiver. A failure or delay in exercising a right is not a waiver of it.

22.4. Assignment. You may not transfer your rights or obligations without our written consent. We may transfer ours to a company of the Odren Group, or to a successor in a reorganisation, merger, acquisition or sale of assets, and we will tell Clinic Users in advance.