Terms and Conditions

Welcome to Vets and Care. This Terms and Conditions (“Terms”) is a legally binding agreement between you (“User”) and ATAGS Technologies Pvt Ltd (“Vets and Care”, “we”, “us”, “our”) governing your use of our website and mobile app (collectively, the “Platform”). Vets and Care is registered in India and operates in compliance with applicable Indian laws. This Terms is an electronic record under the Information Technology Act, 2000 . By accessing or using the Platform in any way, you acknowledge that you have read, understood, and agree to these Terms . If you do not agree with any part of these Terms, you must not use the Platform. We reserve the right to modify these Terms at any time; updated terms will become effective upon posting to the Platform and your continued use of the Platform will signify your acceptance of those changes . (For example, Tericsoft’s terms note that changes take effect when posted, and continued use implies acceptance .) We strive to make our Terms clear and user-friendly by using simple language and organized sections

• Vets and Care/Company/We/Us/Our: ATAGS Technologies Pvt Ltd, an India-registered company, and its affiliates.
• Platform: The Vets and Care website and mobile applications where Users can book services, purchase products, and access community features.
• User/You/Your: Any individual or entity using the Platform, including pet owners and service providers. You must be at least 18 years old (or have parental permission) to use the Platform. (Minors under 18 may use the Platform only with parental or guardian consent.)
• Services: The pet care services offered through the Platform, including:
• Online Video Consultations: Virtual consultations with licensed veterinarians.
• Lab Tests at Home: On-demand pet laboratory tests conducted by third-party diagnostic providers.
• Grooming & Boarding: Booking of pet grooming, boarding, walking, and training with certified partners.
• Pet Insurance: Subscription-based pet insurance policies underwritten by third-party insurers (Vets and Care facilitates enrollment only).
• E-commerce Store: Purchase of pet food, accessories, toys, and medications from our in-app store (fulfilled by us or third-party sellers).
• Community Features: Interactive features on the Platform such as lost & found reports, park discovery listings, pet journals (diaries), and health trackers. Content posted here is provided by Users.
• Service Providers/Third Parties: Independent businesses or professionals (veterinarians, labs, groomers, insurers, sellers, etc.) whose services or products are offered on the Platform. Vets and Care acts as an aggregator or marketplace, connecting Users to these providers but does not directly employ them or control their actions.
• Account: Your registered user account on the Platform, which may include pet profiles, payment information, and personal details.

Vets and Care provides an online platform to book pet care services and purchase pet products. Our goal is to make pet care convenient by enabling one-time (per-use) bookings for each service (no recurring subscriptions, except for optional insurance). The Platform includes:

• Online Veterinary Consultations: Schedule and conduct live video consultations with licensed veterinarians. (All vets are independent contractors and are licensed in their jurisdiction.)
• At-Home Lab Tests: Arrange for qualified technicians to collect pet samples (blood, stool, etc.) at home for lab analysis by certified laboratories.
• Grooming, Boarding, Walking, Training: Book appointments or services with third-party partners for pet grooming, boarding/daycare, dog walking, obedience training, and related services.
• Pet Insurance Enrollment: Enroll in pet insurance plans (subscription-based) offered by third-party insurers. Vets and Care only facilitates the purchase; the insurance contract is between you and the insurer.
• E-commerce Store: Purchase products (pet food, accessories, toys, supplements, prescription medications, etc.) through our online store. Products may be fulfilled by Vets and Care or by partner sellers.
• Community Features: Participate in community sections to report lost & found pets, discover pet-friendly parks, keep pet journals and health logs, and share pet-related content.

Each service or product is clearly described on the Platform. We have detailed the features and any fees so that you know what to expect . For example, our Service descriptions outline what is included in each booking to avoid confusion. Pricing, fees, and payment terms for each service are provided before you confirm a booking (see Payment and Pricing below).

To use most features of the Platform, you must register for an account. When creating an account, you agree to:

• Provide Accurate Information: Supply true, current, and complete information about yourself (and any pets you register) as prompted on the signup forms. Keep your profile updated.
• Account Security: Maintain the confidentiality of your account credentials (username/password). You are responsible for all activities that occur under your account . In particular, you are solely responsible for all activities that occur under your account and for keeping your password secure. If your account is used fraudulently, you are liable for that activity.
• Lawful Use: Use the Platform only in compliance with applicable laws. Do not use another person’s account or impersonate anyone. You agree not to engage in abusive, harassing, or illegal behavior on the Platform. See Prohibited Conduct below for examples.
• Eligibility: Only users who can form legal contracts (generally 18+ years old) may create accounts . If you’re under 18, a parent or guardian must create the account and agree to these Terms on your behalf.

Vets and Care reserves the right to suspend or terminate your account if you violate these Terms, provide false information, or if we reasonably suspect any fraudulent or unauthorized use.

• Booking: All services are offered on a per-use basis (no recurring fees unless you choose insurance). You can book a service (consultation, lab test, grooming, etc.) for a specific date and time. A booking is confirmed only after payment (see below).
• Pricing: Service fees and product prices are displayed on the Platform before you place an order or booking. All prices are in Indian Rupees and exclude taxes (GST) unless otherwise stated. We strive to keep pricing transparent . Any applicable taxes or fees will be added to the total. Promotional discounts, if any, will be applied at checkout.
• Payment Methods: We accept various payment methods (credit/debit cards, net banking, UPI, wallets, etc.) as shown on the Platform. By providing payment information, you authorize us (or our payment partners) to charge the indicated amount. Payment must be made in advance to confirm any booking or order.
• No Subscription Fees (Except Insurance): Except for optional pet insurance plans, we do not charge recurring subscription fees. Each vet consult, test, groom, product purchase, etc., is a one- time transaction. (Insurance enrollment is the only exception, where premiums recur as per policy terms.)
• Service Availability: Service availability depends on our third-party partners’ schedules and locations. We do not guarantee 24/7 availability for all services. If a provider is unavailable, we may offer alternative timings or refund the booking.
• Payment and Billing Disputes: If you believe you were incorrectly charged, contact our support team promptly. We will investigate according to applicable laws. Transparent billing is a priority for us .

We understand plans can change. The cancellation and refund rules depend on the type of service or product:

• Consultations and Appointments: You may cancel or reschedule a booked consultation or appointment up to [X hours/days] before the scheduled time (the exact window will be specified in your booking confirmation). If you cancel within this window, a full refund (minus any payment processing fees) will be issued to your payment method. Last-minute cancellations may incur a cancellation fee or no refund, as detailed at booking time.
• On-Demand Services (e.g., Lab Sample Collection): Similar rules apply. Cancel or reschedule before the allotted time to avoid charges.
• E-commerce Products: Each product listing will specify return eligibility. In general, you may return non-perishable items (e.g., toys, accessories) within [e.g. 7–10 days] if unopened and in original condition, subject to the seller’s return policy. Perishable goods (pet food, medications, etc.) and custom orders are typically non-returnable unless defective. Any return shipping costs or restocking fees will be as per the product’s return policy. Refunds for returned items will be processed after the item is received and inspected.
• Pet Insurance: Insurance premiums are paid directly to the insurer on a subscription basis.

Cancellation or refund of premiums is subject to the insurer’s policy terms (we will facilitate any requests to the insurer, but the insurer makes the final decision on refunds or cancellations).

We encourage you to review all cancellation, refund, and return information provided on the Platform before booking or purchasing. For all cancellations and refunds, we comply with applicable consumer protection laws. For example, Indian consumer law and industry guidelines require clear disclosure of return and refund policies .

When using Vets and Care, you agree to act responsibly and lawfully. You must:

• • Follow Service Requirements: Provide accurate and complete information about your pet(s) and the service you seek. For example, before a vet consult, you may need to describe symptoms or share pet history.
  • Follow Professional Advice: If you engage in a veterinary consultation or training session, follow the provider’s instructions. Vets and Care is not responsible for outcomes if you disregard professional advice.
  • Respect Providers and Community: Treat service providers and other users with respect. Do not harass, threaten, or discriminate against anyone. Abusive language, hate speech, or defamation is strictly prohibited. Content you post (in journals, forums, lost & found, etc.) must not be obscene, illegal, or infringing on others’ rights.
  • No Illegal Use: Do not use the Platform for any unlawful purpose (e.g. arranging illegal animal trade, committing fraud, etc.). You are responsible for complying with all laws related to pet ownership and services (e.g. required pet vaccinations, wildlife protection laws, etc.).
  • Security: Protect your account information (see Section 3). Do not share your login with others. You are responsible for all activity under your account .
  • Accuracy: Ensure the personal and pet information you submit is accurate. You agree to correct any errors promptly. Vets and Care is not liable for issues caused by inaccurate user data.
  • Payment Obligations: Pay all fees and charges in full for any bookings or orders you make. Any failure to pay may result in cancellation of bookings and/or account suspension.
  • Prohibited Activities: You agree not to:
    • Use the Platform to transmit viruses, malware, or other harmful code.
    • Attempt to gain unauthorized access to any computer systems or data.
    • Engage in automated scraping or data mining of our site.
    • Use the Platform to send unsolicited promotions or spam.
    • Resell or relicense the services or products obtained through our Platform without authorization.

Your obligations section is a fundamental part of these Terms. Notably, it defines acceptable behavior and lawful use of our service . By using Vets and Care, you confirm you will comply with these rules. Failure to do so may result in termination of your access and possible legal action.

All content on the Platform (text, graphics, logos, images, software, etc.) is owned by Vets and Care or our licensors and is protected by copyright, trademark, and other intellectual property laws. You may not use, copy, modify, or distribute any content from the Platform without express written permission from Vets and Care. We grant you a limited license to access and use the Platform for your personal pet care needs.

If you contribute content (e.g., pet photos, journal entries, forum posts), you retain ownership of that content but grant Vets and Care a non-exclusive, royalty-free license to display and distribute it on the Platform. You represent that you have the rights to any content you upload. Inappropriate or infringing content may be removed, and posting it may lead to account termination.

Personal and Pet Data: Vets and Care collects and stores your personal data (contact info, pet details, payment information) and pet health data provided during consultations or tracked on the Platform. We are committed to protecting this information. We comply with applicable data protection laws (including the upcoming Digital Personal Data Protection Act, 2023) and use industry-standard security measures (encryption, access controls, etc.) to keep your data safe. We also follow guidelines for sensitive information: for example, we treat pet health data with confidentiality similar to best practices like HIPAA, even though HIPAA is not currently an Indian legal requirement.

Use of Data: We use your data to provide and improve our services. This includes sharing necessary information with third-party service providers (veterinarians, labs, groomers, insurers, and logistics partners) to fulfill your bookings. For example, to schedule a vet consult we will share your appointment details with the vet. We will not sell your personal information to unrelated third parties.

Privacy Policy: Our detailed Privacy Policy (linked on the Platform) explains what data we collect, how we use it, and your rights. By using the Platform, you agree to the practices described in our Privacy Policy. We may process your data only for purposes to which you have consented or that are required to provide the service .

Cookies and Tracking: We may use cookies and similar technologies for analytics, personalization, and fraud prevention. You can manage your cookie preferences in your browser settings, but disabling cookies may affect Platform functionality.

User Responsibilities: You are responsible for keeping any pet health records you choose to enter accurate and up-to-date. We are not liable for any user-entered data being incorrect. Also, any information (like pet journals or lost/found reports) that you choose to make public is at your own risk.

Vets and Care acts as an intermediary/platform that connects Users with independent third-party providers. We do not directly provide most services or products (except some items in our store). Accordingly:

• Independent Providers: Veterinarians, laboratories, groomers, trainers, and insurance companies are independent professionals or businesses. Vets and Care does not employ them. Each provider is solely responsible for the quality and legality of the service they offer. We do not control their operations, qualifications, or compliance with professional standards.
• Quality and Liability: While we strive to list only qualified, vetted providers, we cannot guarantee the outcome of any service. For example, we cannot guarantee a pet’s health outcome from a vet consult or training session. You should understand that all medical and training advice is provided by the individual service provider under their license. Vets and Care is not liable for the performance or errors of these providers. In Xtracap’s terms (a fintech platform), the company likewise disclaims responsibility for third-party acts: “The Application is merely a user interface between you… and all such sellers or buyers… and the Company does not assume any responsibility… of any act or omission… by concerned parties” . Similarly, Vets and Care is not responsible for any loss or damage arising from a third-party provider’s act or omission.
• Marketplace Disclaimers: Similarly, when you purchase products from our store, any issues with product quality, fit for purpose, or damage in transit are governed by the seller’s warranty or return policy. We facilitate payment and delivery but are not the manufacturer of those products (unless explicitly sold by Vets and Care).
• No Warranty: We make no representations or warranties about any third-party services or products, whether express or implied. All services and products are provided “as is,” without warranty of any kind. Vets and Care explicitly disclaims any implied warranties (merchantability, fitness for a particular purpose, etc.) to the extent allowed by law . For example, Xtracap’s terms state “the Services are provided as is and as available” and disclaim all unwritten warranties . We adopt the same approach: your use of any third-party content or service is at your own risk.
• Safe Harbor: Under Indian law (Section 79 of the IT Act, 2000), online intermediaries like Vets and Care are generally exempt from liability for third-party content, provided we follow due diligence and remove objectionable material when notified . This means Vets and Care is not liable for any third-party information or communication available on the Platform, so long as we comply with the law and our internal policies.

In short, you understand and agree that Vets and Care is an aggregator/middleman, not the provider of most services, and we are not liable for providers’ acts or errors. We encourage you to review any agreements or policies of third-party providers (for example, terms of service of an insurer or product warranty) before proceeding.

To the fullest extent permitted by law, Vets and Care and its affiliates will not be liable for any indirect, incidental, special, consequential or exemplary damages, including but not limited to loss of profits, goodwill, data, or business opportunities arising out of or relating to these Terms or the use of the Platform. This applies even if Vets and Care has been advised of the possibility of such damages.

Examples of things we are not liable for include: any injury or illness your pet might suffer (medical or otherwise) as a result of a service provider’s actions, any disputes or damages resulting from pet sale/trade or insurance claims, any data loss due to technical failures, and any financial loss due to unauthorized account use. Our total liability for actual direct damages will not exceed the amount you paid to Vets and Care for the relevant service or product, or ₹1,000 (whichever is higher).

This Limitation of Liability section is meant to allocate risk: since we provide a platform rather than the actual veterinary care or products, we minimize our liability. We have done so to keep our services viable. By using the Platform, you accept this allocation of risk.

You agree to defend, indemnify, and hold harmless Vets and Care and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, or expenses (including reasonable attorneys’ fees) arising from: your use of the Platform, your violation of these Terms, your breach of any law, or your infringement of any rights of another party. This includes costs associated with third-party claims against us related to your actions or content.

• Governing Law: These Terms and any dispute arising out of or relating to the Platform are governed by the laws of India. Specifically, the laws of the State of [Your State, e.g. Delhi] will apply .
• Arbitration: Any dispute, controversy, or claim related to these Terms or the Platform, including those involving third parties, will be resolved by arbitration in [Your City, e.g. Delhi] under the Arbitration and Conciliation Act, 1996 . The arbitration will be conducted by a sole arbitrator appointed under that Act. The decision of the arbitrator will be final and binding, and judgment on
  the award may be entered in any court of competent jurisdiction.
• Informal Resolution: Before initiating arbitration, the parties agree to attempt to resolve the dispute informally. You can contact our grievance officer (contact information is on the Platform) to attempt to address your concern. Under the IT (Intermediary Guidelines) Rules, 2021, we have appointed a Grievance Officer whose details are posted on our Platform, and we commit to acknowledging and resolving grievances promptly .
• Exceptions: Nothing in this section will prevent Vets and Care from seeking injunctive or other equitable relief in Indian courts to protect its intellectual property or other legal rights.

By agreeing to these Terms, you waive any right to a jury trial or to participate in any class action against Vets and Care.

• Severability: If any provision of these Terms is held unenforceable or invalid by a court, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will remain in full force and effect.
• Entire Agreement: These Terms (including any referenced policies, such as our Privacy Policy)
  constitute the entire agreement between you and Vets and Care regarding the Platform, superseding any prior agreements.
• No Waiver: Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right.
• Contact: For any questions, disputes, or notices, please contact us at:

By using Vets and Care, you acknowledge that you have read and understood these Terms and agree to abide by them. Thank you for choosing Vets and Care to help care for your pet’s needs. We look forward to serving you safely and responsibly.