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, may exclude certain features (including outbound text messaging), and may be modified or ended at any time.

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

4.1 The program. The Service enables veterinary practices to send appointment-related and service-related text messages — such as appointment confirmations, reminders, and follow-ups — 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, one final confirmation message 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.

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.

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.

We may update these Terms from time to time. For material changes we will give at least 30 days’ notice by email or in-app notice, and the updated Terms will apply from the stated effective date. Continued use of the Service after that date constitutes acceptance. The current version and its effective date are always shown at the top of this page.

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.