Terms & Conditions
Your pet’s health and well-being are our top priority.
Your pet’s health and well-being are our top priority.
Please take the time to read these important terms and conditions BEFORE you book your appointment.
TelePAWS, LLC Terms & Conditions
TelePAWS, LLC (the “Company”, “TelePAWS”, “we”, “us” or “our”) operates the website at https://telepaws.com and other related sites and mobile applications (“App(s)”) (collectively, the “Sites”) and operates the TelePAWS video consultation and in-home visit consultation service (the “Service”).
The Service is not an emergency service and is not intended to replace traditional veterinary medicine. If you think your pet requires emergency assistance, you should take your pet to the nearest emergency veterinary hospital.
The Terms and Conditions (collectively the “Terms”) apply to your use of the Sites and the Service, and by accessing, registering to use, or using any part of the Sites or the Service, or by downloading the App(s), you are deemed to have accepted and agree to be bound by these Terms in full. If you do not agree to be bound by these Terms, you must leave the Sites, not register to use the Service, not download the App(s), and/or delete the App(s) immediately.
By agreeing to these Terms, you confirm that you are at least eighteen (18) years of age.
The Terms may be revised at any time, including revisions to the Charges in Section IV, by updating and posting the revised Terms on the Sites. Where you have registered an Account (as defined herein), TelePAWS will attempt to notify you of the revised Terms via email or upon your next login to your Account. In any event, you should check the Sites from time to time to review the current Terms and Charges, because they are binding on you. If you do not agree to any changes to the Terms, you must leave the Sites, not register to use the Service, not download the App(s), and/or delete the App(s) immediately.
II. THE SERVICE
TelePAWS operates the Service through the Sites, which allow you to obtain information, guidance, and/or advice licensed doctors of veterinary medicine (the “Vet” or “Vets”).
In certain circumstances, the Vet may advise that you seek advice concerning your pet in person.
As part of the Service, you are required to provide TelePAWS with brief written details about your pet (including details of any medical history and the contact details for your local veterinarian) and the issue that you would like to discuss with the Vet (the “Request”).
In submitting your Request, you agree to pay the Minimum Charge and any applicable Additional Charges in accordance with Section IV below and confirm that you are the owner of or an authorized responsible party for the pet at issue.
Your Request will be forwarded to the next available Vet, who will review the Request and confirm a consultation as soon as possible.
During your consultation with the Vet, the Vet will discuss with you your concerns about your pet, assess your pet’s needs, and provide you with information, guidance, and/or advice concerning your pet.
In consulting with the Vet and enabling the Vet to evaluate your pet via video conference, the Vet will take appropriate steps to gather all essential veterinary medical information from you, review the pet patient’s medical history, and conduct a virtual exam of the pet through real-time video examination of the pet, thereby establishing a veterinary-client-patient-relationship (VCPR) where defined and allowed by the laws and regulations of the relevant state authority, and will conduct all appropriate evaluations and other services consistent with standards of care for the particular pet patient presentation.
Should the Vet determine that your pet requires immediate medical attention, you agree that the pet should and will be promptly taken to a local veterinary facility.
The information and views provided by the Vet through the Service are those of the individual Vet with whom you are consulting and are not necessarily the views of TelePAWS, its Members, Managers, Consultants, other veterinarians, employees, agents, advertisers or affiliates. All information obtained directly or indirectly from the Service is provided at your own risk.
III. THE VETS
We screen all of our Vets to ensure that you are provided with the best possible information, guidance, and advice concerning your pet; however, due to the nature of the practice of veterinary medicine, TelePAWS cannot guarantee that any of the information, guidance, or advice you may receive from the Vet will achieve any specific result for your pet.
The Vets are bound by laws, regulations and codes of conduct that may, in certain circumstances, prevent them from being able to offer you specific guidance or advice or a formal diagnosis during a consultation through the Service. In those instances, the Vet will advise you on how best to proceed to secure medical assistance for your pet.
The information, guidance, or advice provided by the Vet will be based on the information that you provide to the Vet in your Request and during the consultation through the Service, as well as through their observations of your pet during the real-time video consultation. Therefore, it is your responsibility to ensure that all the information that you provide is complete and accurate.
The information, guidance and/or advice that you receive from the Vet via the consultation Service is provided exclusively for the pet at issue and should not be applied to any animal other than the pet at issue.
Following consultation with the Vet, you may have the opportunity to provide a review of the Service, including but not limited to your experience with the Vet. Your review will be used by TelePAWS for internal quality control purposes, and you agree that TelePAWS may share the information contained in your review with any third party without your prior written consent, including but not limited to sharing your review with our Vets and on TelePAWS social media platforms.
CHARGES, CANCELLATION AND REFUNDS
Consultations booked via the website with the Vet will incur a charge.
Each individual video consultation through the Service will cost Sixty Dollars U.S. ($60.00) for up to and including fifteen (15) minutes of video consultation (the “Minimum Charge”). If the video consultation runs over 15 minutes, we may charge you for the additional time spent on the video consultation (the “Additional Charge”).
The charges associated with the Vet may vary based on your geographic location, the procedures undertaken, medications administered, duration of the visit, and the content of the visit.
Payment is accepted in the form of credit card payment using the details you provide in your Request.
When utilizing a credit card for payment, the card will be pre-authorized when you submit your Request; a video consultation or in-home visit will only be offered if TelePAWS is able to pre-authorize your credit card.
TelePAWS does not store your credit card information.
You are entitled to a refund of your payment to TelePAWS if: (i) TelePAWS encounters a technical issue in its Service which results in the inability of Vet to complete a video consultation (this does not include any failure caused by the device or internet connection used by you to access the video consultation or Service); or (ii) the Vet is unable to provide you with any information, guidance, or advice regarding your pet.
If you believe you are entitled to a refund, please contact the TelePAWS team as soon as possible by email to: [email protected] We will then verify whether you are entitled to a refund and, if appropriate, complete the refund as soon as possible.
You are responsible for paying any and all of the Charges due in connection with your use of the Service. If you have pet insurance, use of the Service and the associated Charges may or may not be covered (in full or at all) by your pet insurance, but you will still need to pay the Charges. It is your responsibility to check with your pet insurance provider before using the Service if you intend to make a claim under your pet insurance policy.
REGISTRATION, USER ACCOUNTS, DATA PROTECTION, AND PRIVACY
In order to access certain parts of the Sites or use the consultation Service, you need to register an account (the “Account”) with TelePAWS and provide certain details about you and your pet(s) (the “Account Details”).
You are responsible for maintaining your Account Details (including, but not exclusively, your contact and billing details) to ensure that they are up to date and accurate at all times.
Each Account is for use by a single user only. You may not share your username and password with any other person.
You are responsible for ensuring your passwords and login details are kept securely and are therefore responsible for all activity on your Account, including any Charges that are incurred. You must notify us immediately if you become aware of any unauthorized use of your password or Account.
Any personal information you submit on the Sites or through the video consultation and all electronic communications between you and us are governed by our Privacy and Cookie Statement.
By registering an Account with us, you agree to accept communications from us via email in relation to your Account or your use of the Service. We may communicate with you by telephone or by email (using the details you provide to us in your Account Details), by posting notices on the Sites, or by sending you a message through the App(s); and you agree that any such email, notice, or message will be deemed communication “in writing” to you for legal purposes.
You agree that we may share your Account Details and the information you provide therein in any Request you make to the Vet.
The Vet may keep notes and copies of the information that you provide and any information, guidance, or advice they give through a video consultation, and you agree that they may use that information for any internal professional purposes as may be required by law or relevant regulation (such as for supervisory purposes).
The Vet and/or Veterinary Professional(s) are contractually required by TelePAWS to ensure that your personal information is kept safe, secure, and confidential.
TelePAWS may, from time to time, record video consultations conducted through the Service for quality control and monitoring purposes and may keep records of the communications sent and received through the Sites in relation to the video consultations. By using the Service, you agree that TelePAWS may keep such records.
TelePAWS and/or the Vet and/or the Veterinary Professional(s) may be required by law to disclose certain information that you provide, including but not limited to instances where there is a suspicion of animal abuse (including neglect) or any other illegal or criminal activity.
You hereby consent to the Company obtaining your pet’s medical records from the person(s) you indicate as your primary veterinarian(s) and to the Company providing information to such primary veterinarian(s) relating to your usage of the Service. You authorize copies or summaries of the medical records and images pertaining to your pets to be released to the Company by fax, first-class mail, or by e-mail. You hereby consent to the Company’s storage of your pet’s medical records in the Company’s system so that they can be reviewed by the Vets with whom you consult or provided to emergency or specialty referral veterinary hospitals at your request in the event that your pet requires emergency care at a time when your primary veterinarian(s) might not available to care for your pet.
VII. TERMINATION OR SUSPENSION OF ACCOUNTS
TelePAWS reserves the right to suspend or terminate your Account and deny you access to the Sites and/or the Service at any time at our sole discretion and for any reason including but not limited to breach of these Terms.
If your Account is suspended or terminated by us for any reason, you may not open another account.
You may terminate your Account at any time by sending an email to the Company at [email protected], and we will process that termination request and close your Account as soon as possible, usually within seven (7) business days of receipt of your termination request.
Any obligations or liabilities that have arisen or that you have incurred before the suspension/termination of your Account (including but not limited to your obligation to pay any Charges incurred) shall survive and remain enforceable despite the suspension/termination of the Account.
After termination of your Account, we reserve the right to keep a record of the information provided in relation to your Account and your use of the Service.
While TelePAWS makes every reasonable effort to ensure that the information on the Sites is correct, we cannot guarantee the accuracy and completeness of such information. Therefore, we may make changes to the material on the Sites at any time without notice. The material on the Sites may be out of date, and we cannot commit to update such material.
Any assurances or guarantees that we provide in relation to the Sites or the consultation Service are set out in these Terms. Nothing in these Terms will affect your rights as a consumer.
If TelePAWS fails to comply with these Terms, we are responsible for any foreseeable loss or damage that you may suffer that is as a result of our breach of the Terms or our negligence; however, we are not responsible for any loss or damage that is not foreseeable. Loss or damage are foreseeable if they are an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.
The liability of TelePAWS is limited to the amount of payment that you have paid to TelePAWS for the requested service.
TelePAWS shall not be responsible for any failure to perform, or delay in performance, of any of our obligations under these Terms that is caused by you or any act or event beyond our reasonable control. In the event of any act or event beyond our reasonable control, we will notify you as soon as possible and the time for our performance of our obligations will be extended for the duration of the event outside our control. You may cancel your Request if an event outside our control takes place which delays our ability to provide a video consultation for your pet and you no longer wish to use the Service.
ACCESS TO THE SITES AND THE SERVICE
While we work to ensure that the Sites are available 24 hours a day, we cannot be held responsible if, for any reason, the Sitew (any of them) or video consultation become unavailable at any time or for any period.
Access to the Sites and/or the video consultation Service may be suspended temporarily and without notice in the case of system failure, maintenance, repair, or for other reasons beyond our control.
The availability of the video consultation Service is dependent on the availability of the Vet at the time you submit your Request. If no Vet is available at that time, we will do what we can to get the next available Vet to contact you as soon as possible using the details you provide, to try to set up a consultation.
You may not resell or make any commercial use of the Sites or the video consultation Service or any information provided on or through the Sites or the consultation Service without the prior written consent of TelePAWS.
You may not use the consultation Service to contact our Vets for any reason other than to seek information and guidance for your pet in accord with these Terms.
In addition to the prohibitions identified in these Terms, you agree to treat our Vets with courtesy. Any disparagement, including but not limited to verbal or written abuse, toward our Vets during or following a consultation will not be tolerated. If such conduct occurs on your part, our Vets have the right to terminate the consultation with you, and you will not be entitled to a refund.
Provided that you comply with these Terms, we grant you a limited non-exclusive, non-transferable license to access the Sites, to use the video consultation Service, and to download and install a copy of the App(s) on any compatible device that you own or control and to run such copy of the App(s) for your own personal use in accordance with these Terms.
XIII. THIRD PARTY LINKS
Certain content, products, and services available on the Sites and through the video consultation Service may include materials from third parties.
Third-party links on the Sites may direct you to third-party websites that are not affiliated with TelePAWS. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites or for any other materials, products, or services of third-parties.
TelePAWS is not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party’s policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
XIV. ADDITIONAL TERMS
Each of the paragraphs of these Terms operates separately. If any court of law or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
The Terms govern the relationship between you and us and are not enforceable by any other person.
Our failure to exercise or enforce any right or provision of these Terms shall not be deemed a waiver of such right or provision.
These Terms (and your use of the Sites and the video consultation and in-home visit Service) shall be governed and interpreted in accordance with the laws of the State of California, and you and we both agree to submit any disputes arising out of or in connection these Terms and/or from your use of the Sites and/or the consultation and/or in-home visit Service to a court within the State of California that has jurisdiction over such matters.
Should you have any questions or concerns about the Service or about these Terms, please send a message to the TelePAWS team via email to [email protected].
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