1. GENERAL TERMS

1.1 These Terms & Conditions (“Terms”) govern all online veterinary consultations and online product delivery services offered by the Clinic (“We/Us”).
1.2 By booking an online consultation or placing an online order, the customer (“You”) agrees to these Terms.
1.3 The Clinic reserves the right to update or modify these Terms at any time.

2. ONLINE CONSULTATION TERMS

2.1 Nature of Online Consultation

  • Online consultation provides general veterinary advice, guidance, and follow-ups.
  • It does not replace a physical examination when required.
  • The veterinarian may recommend an in-clinic visit based on the pet’s condition.

2.2 Booking and Fees

  • Consultation must be booked through our website/mobile app/customer service.
  • Payment must be made before the session.
  • Consultation fees are non-refundable once the session starts.

2.3 Customer Responsibilities

You agree to:

  • Provide accurate details of symptoms, medical history, photos/videos.
  • Ensure the pet is available during the consultation.
  • Follow all medical instructions provided by the veterinarian.

2.4 Limitations

The veterinarian may refuse or discontinue the consultation if:

  • Symptoms indicate an emergency.
  • Information provided is insufficient.
  • A physical examination is required for diagnosis.

2.5 Emergency Disclaimer

Online consultations are NOT suitable for emergencies such as:

  • Trauma, fractures, bleeding, or severe injuries
  • Unconsciousness, seizures, collapse
  • Suspected poisoning
  • Severe breathing difficulties
  • Birthing complications

In such cases, immediate in-clinic or emergency veterinary care is required.

2.6 Prescriptions

  • Prescriptions are issued at the veterinarian’s discretion.
  • Some medications legally require physical examination.
  • Digital prescriptions are for single use and only for the pet named.

3. DATA PRIVACY & CONFIDENTIALITY

3.1 The Clinic ensures confidentiality of medical records, prescriptions, and consultation data.
3.2 Recording of consultations is not allowed without explicit permission.
3.3 Customer information will not be shared with third parties except where required by law.

4. ONLINE PRODUCT DELIVERY TERMS

4.1 Order Acceptance

  • Orders are accepted only after successful payment.
  • Order confirmation depends on product availability.
  • The Clinic reserves the right to cancel or reject any order in case of issues with stock, prescription validity, or delivery location.

4.2 Prescription Items

  • Certain medicines require a valid prescription.
  • Orders without proper documents may be cancelled or placed on hold.

4.3 Delivery Timelines

  • Delivery times depend on your location and logistics partners.
  • Delays may occur due to weather, holidays, transport issues, or operational reasons.
  • No compensation is offered for shipping delays beyond our control.

4.4 Shipping Charges

  • Delivery charges vary by location and order size.
  • Free delivery may be provided for eligible orders.

4.5 Packaging

  • All products are packed securely to maintain hygiene and safety.
  • Temperature-sensitive items are shipped with appropriate packing methods.

4.6 Return & Refund Policy

  • Medicines cannot be returned unless damaged, expired, or wrongly supplied.
  • Products must be returned unused, sealed, and in original condition.
  • Refunds are processed after inspection and approval.
  • Shipping charges are non-refundable.

5. PRODUCT QUALITY & LIMITATION OF LIABILITY

5.1 The Clinic ensures products are genuine, hygienically packed, and checked for expiry.
5.2 The Clinic is not responsible for:
  • Delays caused by third-party logistics
  • Damage due to incorrect handling by the customer after delivery
  • Reactions or side effects arising from misuse of products

6. CUSTOMER CONDUCT

You agree not to:

  • Misuse online consultations for emergencies
  • Provide fraudulent prescriptions
  • Harass staff or veterinarians
  • Use the website/app for unlawful activities

7. PAYMENT & BILLING

7.1 All payments must be made through approved online payment gateways.
7.2 The Clinic is not liable for payment failures caused by banks or third-party platforms.
7.3 Invoices will be issued electronically.

8. DISCLAIMER

Online consultations have limitations compared to physical examinations.
The Clinic does not guarantee perfect accuracy of diagnosis without physical tests.

9. GOVERNING LAW

These Terms are governed by the local laws applicable in your region.
Any disputes will fall under the jurisdiction of appropriate local courts.

10. ACCEPTANCE OF TERMS

By availing online consultation or placing an online order, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.