Terms of Service

“Service” means VetVero’s cloud practice-management software, including scheduling, patient and client records, prescriptions, inventory, invoicing, client communication, the online booking widget, and related features, together with any documentation. We may improve, add, or remove features over time; if a change materially reduces the Service’s core functionality during a paid term, your remedy is to cancel under Section 6.

2.1 Registration. You must provide accurate, current information and keep it updated — including practice name, contact details, and the professional license information of veterinary staff.

2.2 Authorized users. You may invite members of your practice (“Authorized Users”) and assign them roles and permissions. You are responsible for who you invite, the permissions you grant, and everything done under your accounts. Credentials are personal; sharing logins is prohibited.

2.3 Security. Keep credentials confidential and notify us promptly at support@vetvero.com of any suspected unauthorized access.

2.4 Age and capacity. Authorized Users must be at least 18 years old.

3.1 Plans and fees. Fees, plan contents, and seat pricing are stated at the point of purchase and on our pricing page. Unless stated otherwise, fees are charged in advance on a recurring basis and are non-refundable except as described in our Cancellation & Refund Policy or where required by law.

3.2 Merchant of record. Payments are processed by Paddle, our merchant of record. Your payment is subject to Paddle’s checkout terms; Paddle handles payment data, applicable taxes, invoicing, and card storage. We do not store your full payment card details.

3.3 Seats. Certain fees are based on the number of active veterinarian seats. Adding a veterinarian (by invitation or by changing a member’s type) creates a billable seat; the Service shows the resulting charge and requires the practice owner’s confirmation before it takes effect.

3.4 Trials. Trial access is provided as-is and may be modified or ended at any time. Outbound text messaging is not available during a trial; it can be activated as described in Section 4.7.

3.5 Changes to fees. We may change fees with at least 30 days’ notice, effective at your next renewal.

3.6 Text messaging. Carrier registration, your practice’s texting number, and automated reminder texts are included in your subscription fee, as described in Section 4.9. We will not introduce a separate charge for them except as a fee change under Section 3.5.

4.1 The program. The Service enables veterinary practices to send appointment-related and service-related text messages — such as appointment reminders and vaccine due and overdue reminders — to pet owners who have consented to receive them. Messages are sent by or on behalf of the individual practice, via VetVero as its software provider. This is not a marketing program; promotional messaging is not part of the Service.

4.2 Consent. Pet owners opt in either (a) directly, by checking the SMS consent box on a practice’s online booking page, or (b) through the practice, which confirms it has obtained the owner’s consent before enabling messages for that owner. Consent is not a condition of purchasing any goods or services or of booking an appointment.

4.3 Frequency, rates, opt-out. Message frequency varies by appointment activity. Message and data rates may apply. Recipients can opt out at any time by replying STOP to any message, and can get assistance by replying HELP or contacting the practice or support@vetvero.com. After a STOP, a confirmation is sent and no further texts are delivered to that number unless the recipient opts back in.

4.4 Mobile information is not shared for marketing. Mobile phone numbers, SMS consent status, and text-message opt-in data are used solely to deliver the messages described above. No mobile information or text-messaging originator opt-in data or consent will be shared with, or sold to, third parties or affiliates for marketing or promotional purposes. Disclosure to our SMS delivery subcontractors is limited to what is necessary to send the messages the recipient asked for.

4.5 Carriers. Wireless carriers are not liable for delayed or undelivered messages. Delivery is subject to network availability.

4.6 Practice responsibilities. If your practice records an owner’s consent on their behalf, you are responsible for having actually obtained it, for honoring opt-outs communicated to you directly, and for using messaging only for the appointment-related purposes described here.

4.7 Activation and carrier registration. Text messaging is available to practices located in the fifty U.S. states or the District of Columbia that have an active paid subscription, or a plan we have granted without charge. It is not available during a trial. To activate it, the practice owner chooses a texting number and submits the practice’s business details in the Service; we then register the practice with our messaging provider, The Campaign Registry, and the wireless carriers (“carrier registration”). Approval is decided by those third parties, typically takes one to three weeks, and is not guaranteed. Texts are sent only after approval.

4.8 Your authorization and your details. By submitting carrier registration, the practice owner (a) confirms that they are authorized to act for the practice and to have us register it for text messaging; (b) confirms that the practice is a veterinary practice holding the licenses its operation requires; (c) confirms that the business details submitted — including the legal name and Employer Identification Number (EIN) — are accurate and match the practice’s IRS records; and (d) authorizes us to submit those details, and to keep them updated, with our messaging provider, The Campaign Registry, and the wireless carriers for this purpose. You are responsible for the accuracy of the details you submit and for correcting them if they change or are rejected. We may ask for evidence of the practice’s licensure, and we may decline or suspend text messaging for a practice we cannot verify. The same confirmations apply each time the registration is resubmitted.

4.9 Included messaging, fair use, and safeguards. Automated appointment and vaccine reminder texts sent through the Service are included in your subscription, with no per-message fees and no monthly message cap. This covers messages the Service generates from genuine appointments and vaccination records of your practice’s own patients, sent to pet owners who have consented. It does not cover messages produced from records created to generate messages rather than to record care — such as fictitious patients, owners, appointments, or vaccinations — attempts to send content other than the Service’s message templates, or use that breaches this Section 4 or Section 7. If we reasonably believe texting is being used outside this scope, we will contact the practice owner and may pause texting for your practice until the matter is resolved. To protect recipients and the Service against errors and misuse, the Service also automatically holds a practice’s texts for the rest of a day when that day’s volume is far above normal for a practice of its size; reminders held this way are sent by email instead to pet owners with an email address on file, and we review the cause. A pause or hold does not affect email reminders. Separately, wireless carriers apply their own sending-rate and daily-volume limits to each registration; those limits are outside our control.

4.10 Your texting number. The texting number is provisioned by us through our messaging provider and assigned to your practice for use with the Service while your subscription is active; your practice does not acquire ownership of it. If your subscription lapses or ends, reminders stop, and we hold the number and the carrier registration for 30 days; if you resubscribe within those 30 days, they remain assigned to your practice. After 30 days we may release the number and close the registration, and a later reactivation will require a new number and a new carrier review. We will email the practice owner before the release date. Before that date, you may ask us to transfer the number to another provider; we will reasonably cooperate with a valid transfer request but cannot guarantee that it will succeed.

4.11 Content. Texts are sent only from the Service’s message templates, which identify your practice by name and include opt-out instructions. The Service does not support promotional or marketing text messages.

5.1 A tool, not a veterinarian. The Service is practice-management software. It is not veterinary advice, diagnosis, or treatment, and it does not practice veterinary medicine. All clinical decisions — including whether to prescribe, dispense, or administer any product — are made solely by the licensed veterinarian responsible for the patient.

5.2 Reference information. Some features display reference information, including a species contraindication catalog, drug-allergy cross-checks, and brand-name-to-ingredient mappings (together, “Clinical Reference Features”). These are provided for convenience and general reference only. They are compiled from published references and regulations; they are not the product’s prescribing information, are not exhaustive, may contain errors or omissions, and may not reflect the most current labeling or law. Always check the product label or monograph before administering. The absence of a warning does not mean a product is safe for a given patient. Alerts can be overridden by the prescriber; overrides and acknowledgments are recorded.

5.3 Your professional judgment controls. You agree that the Clinical Reference Features do not replace professional judgment, that your veterinarians remain solely responsible for clinical decisions and their outcomes, and that you will not rely on the Service as a substitute for the product label, official compendia, or applicable law.

5.4 Regulatory notes. Where the Service displays notes about regulations (for example, prohibitions on extralabel use of certain drugs in food-producing species), those notes reflect our reading of the cited provision as of the review date shown. They are not legal advice and do not determine whether a particular prescription is lawful in your jurisdiction.

6.1 Ownership. As between the parties, you own the data your practice submits to the Service — client, patient, medical, prescription, inventory, and billing records (“Customer Data”). You grant us a non-exclusive license to host, process, transmit, and display Customer Data as needed to provide, secure, and support the Service and as described in our Privacy Policy and Data Processing Addendum.

6.2 You are the records custodian. The Service is a record-keeping tool; it does not make VetVero the legal custodian of your records. You remain solely responsible for compliance with all laws and professional obligations that apply to your practice, including medical-record retention rules, veterinarian-client-patient-relationship requirements, controlled-substance recordkeeping (including DEA registration, 21 CFR Part 1304, and state equivalents), extralabel drug use rules (AMDUCA and 21 CFR Part 530; in Canada, the Food and Drug Regulations), and prescription and dispensing laws in your jurisdiction.

6.3 Accuracy. You are responsible for the accuracy and completeness of Customer Data, including patient identities, consent records, and license and DEA numbers you enter.

6.4 Export. You can export your Customer Data from within the Service at any time during your subscription and after it lapses, for as long as your account remains accessible. Maintain your own copies of records you are legally required to keep.

6.5 Your clients. You are responsible for your relationship with pet owners, including any notices or consents required to collect and store their information in the Service and for the cancellation, deposit, and communication policies you apply to bookings.

You will not, and will not permit anyone to: (a) use the Service unlawfully or to store or transmit unlawful material; (b) attempt to gain unauthorized access to the Service or its systems, or probe, scan, or test their vulnerability without written permission; (c) interfere with the Service’s operation or other customers’ use; (d) reverse engineer, copy, or create derivative works of the Service except as law allows; (e) resell, sublicense, or provide the Service to third parties outside your practice; (f) use the Service to send spam or messages without required consent; (g) upload malicious code; or (h) misrepresent professional credentials. We may suspend access immediately for conduct that threatens the Service’s security or integrity or violates this section, and will restore it when the issue is resolved.

The Service interoperates with third-party services — including Paddle (payments), messaging carriers, and email delivery providers. Third-party services are governed by their own terms, and we are not responsible for them. Features that depend on third parties (for example, text-message delivery) are subject to those parties’ availability and rules, including carrier registration requirements.

The Service, its software, design, and content (excluding Customer Data) are owned by Eskaris LLC and its licensors and are protected by intellectual-property laws. No rights are granted except as expressly stated. If you send us feedback or suggestions, we may use them without restriction or obligation.

Each party will protect the other’s non-public information with at least reasonable care and use it only as needed to perform under these Terms. This obligation does not apply to information that is public, already known, independently developed, or lawfully received from another source, and does not prevent disclosures required by law.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTY ARISING FROM COURSE OF DEALING OR USAGE. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, OR THAT CLINICAL REFERENCE FEATURES ARE ACCURATE, COMPLETE, OR CURRENT. NOTHING IN THE SERVICE CONSTITUTES VETERINARY, MEDICAL, LEGAL, OR TAX ADVICE.

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (a) NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, GOODWILL, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY; AND (b) EACH PARTY’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE AMOUNTS PAID BY OR ON BEHALF OF YOU FOR THE SERVICE (INCLUDING AMOUNTS PAID THROUGH OUR MERCHANT OF RECORD) IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY. THESE LIMITS DO NOT APPLY TO YOUR PAYMENT OBLIGATIONS, EITHER PARTY’S BREACH OF SECTION 10, YOUR BREACH OF SECTIONS 5–7, OR EITHER PARTY’S INDEMNIFICATION OBLIGATIONS, AND DO NOT LIMIT LIABILITY THAT CANNOT BE LIMITED BY LAW. YOU ACKNOWLEDGE THAT CLINICAL OUTCOMES DEPEND ON PROFESSIONAL DECISIONS OUTSIDE OUR CONTROL AND THAT THE FEES REFLECT THIS ALLOCATION OF RISK.

You will defend and indemnify Eskaris LLC and its officers, employees, and agents against third-party claims, and resulting damages and reasonable costs, arising from: (a) Customer Data; (b) clinical or professional decisions made by you or your Authorized Users, including prescribing, dispensing, and treatment; (c) your violation of law or of Sections 4–7; or (d) disputes between you and your clients. We will promptly notify you of any claim and reasonably cooperate at your expense; you may not settle a claim that imposes obligations on us without our consent.

14.1 Term. These Terms apply from your first acceptance and continue while you use the Service.

14.2 Cancellation. You may cancel your subscription at any time as described in the Cancellation & Refund Policy; cancellation takes effect at the end of the current billing period.

14.3 Suspension and termination by us. We may suspend or terminate access for material breach that remains uncured 14 days after notice, for non-payment, or immediately where Section 7 requires. We may terminate for convenience on 30 days’ notice with a pro-rata refund of prepaid, unused fees.

14.4 Effect. On lapse or termination, your right to use the Service ends, but read-only access for data export remains available as described in Section 6.4. Deletion of Customer Data is handled as described in the Privacy Policy; you may request deletion in writing, subject to our legal obligations. Text messaging on lapse or termination is handled as described in Section 4.10.

PLEASE READ THIS SECTION CAREFULLY. IT REQUIRES INDIVIDUAL ARBITRATION OF MOST DISPUTES AND WAIVES CLASS ACTIONS AND JURY TRIALS.

15.1 Informal resolution first. Before filing a claim, the complaining party will send a written description of the dispute to the other (for us: the notice address in Section 17), and the parties will try in good faith to resolve it within 30 days.

15.2 Binding arbitration. Any dispute arising out of or relating to these Terms or the Service that is not resolved informally will be finally settled by binding individual arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, seated in Miami, Florida (hearings may be conducted remotely by agreement). Judgment on the award may be entered in any court of competent jurisdiction. The Federal Arbitration Act governs this Section.

15.3 Class waiver. Disputes will be arbitrated only on an individual basis. Neither party may participate in a class, collective, consolidated, or representative proceeding, and the arbitrator may not consolidate claims or preside over any form of representative proceeding.

15.4 Exceptions. Either party may (a) bring an individual claim in small-claims court, or (b) seek injunctive or other equitable relief in court to protect intellectual property or confidential information.

15.5 Governing law and venue. These Terms are governed by the laws of the State of Florida, without regard to conflict-of-laws rules. For matters not subject to arbitration, the state and federal courts located in Miami-Dade County, Florida have exclusive jurisdiction, and each party consents to their venue.

16.1 Changes. We may update these Terms from time to time. For material changes, we will notify the practice owner by email and in the Service at least 30 days before the changes take effect for existing accounts, and practice owners will be asked to accept the updated Terms in the Service. Updated Terms apply to new accounts from the date they are posted. For existing accounts, they apply from the stated effective date; continued use of the Service after that date also constitutes acceptance. The current version, its effective date, and the previous version are always available from the top of this page.

16.2 Electronic acceptance and records. Accepting these Terms, or an authorization described in them, by checking a box or clicking a button in the Service is your electronic signature and has the same effect as a handwritten signature. If you accept on behalf of a practice, you confirm that you are authorized to bind it. We keep a record of each acceptance — including the version accepted, the date and time, the account and practice, and the IP address and browser used — and that record is evidence of the acceptance.

17.1 Notices. Legal notices to us must be sent to Eskaris LLC, 5794 Bird Rd, Unit 555, Miami, FL 33155, USA, with a copy to legal@vetvero.com. We may give you notice by email to your account email or in-app; notices are effective when sent.

17.2 Assignment. You may not assign these Terms without our consent, except to a successor of substantially all your practice’s assets with notice to us. We may assign to an affiliate or in connection with a merger, acquisition, or sale of assets.

17.3 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.

17.4 Independent contractors; no third-party beneficiaries. The parties are independent contractors. These Terms create no rights in any third party, including pet owners.

17.5 Entire agreement; order of precedence. These Terms, the Privacy Policy, the Cookie Policy, the Cancellation & Refund Policy, the DPA, and any order or checkout page form the entire agreement and supersede prior discussions. If they conflict, the DPA controls for personal-data processing, then these Terms, then the referenced policies.

17.6 Severability; waiver. If a provision is unenforceable, it will be limited to the minimum extent necessary and the rest remains in effect — except that if the class waiver in Section 15.3 is held unenforceable as to a dispute, that dispute must proceed in court, not arbitration. Failure to enforce a provision is not a waiver.