Effective Date: October 15, 2026 Version: 1.0 Applies to: All Users who use the tele-triage service offered through the Platform.
Article 1: Introduction and Scope
1.1 This document governs the tele-triage service offered through the Platform: what the service is and is not, urgency classification, direction of emergencies to in-person care, fair use, data handling, and misuse. Tele-triage is a service for information and routing only.
1.2 The tele-triage service is operated under the Veterinary Referral Terms, which govern referral to a veterinarian, and is subject to the rules stated in Veterinary and Pharmacy for veterinary and pharmacy participants, including the Teletriage Standards Policy and the Triage Escalation Policy. Disclosure obligations concerning the service are also stated in the AI Disclosure Policy.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the User participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
1.4 The tele-triage service is not a telemedicine consultation and does not establish a veterinarian-client-patient relationship. Telemedicine consultations booked through the Platform are a different service, governed by the Telemedicine Terms of Service.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.3 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.4 Products: goods offered for sale through the Platform.
2.5 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
2.6 Tele-Triage Service: the automated triage assistant offered through the Platform under the name Pawzsly, which provides general pet-care information and routing to care based on information a User submits in a session.
2.7 User: any person who accesses or uses the Platform, whether or not the person holds an Account.
2.8 VCPR: a veterinarian-client-patient relationship, as defined by the law of the state in which the animal patient is located.
Article 3: What the Tele-Triage Service Is and Is Not
3.1 The Tele-Triage Service provides general educational information about pet care and a classification of the urgency of the signs a User describes, together with a statement of the next step that classification indicates: in-person emergency care, veterinary care the same day, veterinary care promptly, or monitoring with follow-up as the session states.
3.2 The Tele-Triage Service is operated by an automated system drawing on a curated body of veterinary educational content maintained by the Company. The service identifies itself as an automated assistant in every session. The service is not a veterinarian, is not a veterinary technician, and is not a member of the Company's staff, and shall not present as any of those.
3.3 The Tele-Triage Service is not a veterinary practice, and the Company does not practice veterinary medicine by providing the service. In particular, the service does not (a) diagnose an animal: the service states what described signs may indicate and how urgently a veterinarian is to evaluate the animal, and does not state that an animal has a named condition;
(b) prescribe, recommend a dosage of, or direct the administration of any medication for a specific animal: the service may provide general information about a class of medication and about why a veterinarian might prescribe such a medication, and shall direct every question of medication or dosage for a specific animal to a veterinarian; or
(c) treat an animal, or direct a course of treatment for a specific animal.
3.4 No VCPR is created by a tele-triage session, by a referral arising from a session, or by any other use of the Tele-Triage Service. A VCPR arises, if at all, between an animal owner and a licensed veterinarian in accordance with the law of the state in which the animal is located, as governed by the VCPR Establishment Policy (VCPR Establishment Rules). In Tennessee, a VCPR cannot be established by electronic means alone (Tenn. Code Ann. § 63-12-103), and the Tele-Triage Service does not attempt to establish a VCPR in any state.
3.5 Where the curated content on which the service draws does not cover a question, the service shall state that the question is outside the information the service can provide and shall direct the User to a veterinarian, rather than state an answer the content does not support.
3.6 A session may include product information, general care information, and referral to a veterinarian, in each case with the basis for the statement given in the session, so that the statement can be evaluated rather than merely accepted.
Article 4: Urgency Classification and Emergencies
4.1 The service classifies the signs described into an urgency category: emergency (immediate in-person care), urgent (veterinary care the same day), prompt (veterinary care soon), or routine (monitor and follow up). A classification is a starting point for the animal owner's judgment, based only on the information submitted in the session. The service cannot see, touch, or examine an animal, and a classification does not take account of any fact not submitted.
4.2 Emergencies are directed to in-person care. Where described signs indicate an emergency, the service shall direct the owner to in-person emergency veterinary care immediately, shall state what to do while travelling to that care and what not to do, and shall not attempt to manage the emergency within the session. No provision of this document, and no fair-use limit in Article 6, delays or conditions that direction.
4.3 A User shall not rely on the Tele-Triage Service as a substitute for emergency care. Where an animal shows signs of a life-threatening condition, the owner shall seek in-person veterinary care without first completing a tele-triage session.
4.4 The Tele-Triage Service provides no advice on human health. A question concerning human health shall be declined, with a direction to appropriate human medical resources.
Article 5: Service Area and Availability
5.1 The Tele-Triage Service is available in the United States, excluding Alaska, Georgia, Hawaii, and Puerto Rico. The service is not offered in a jurisdiction in which the Company's position for providing an educational triage service is not established, including a jurisdiction that treats such a service as the practice of veterinary medicine.
5.2 Availability of the service at a particular time is not guaranteed. Unavailability of the service does not affect clause 4.3: an emergency requires in-person care regardless of whether the service is available.
Article 6: Fair Use
6.1 The Tele-Triage Service is provided for episodic guidance on pet health questions. Use of more than twenty (20) sessions in ninety (90) days is excessive use for the purposes of this Article.
6.2 On excessive use, the Company may apply limits in sequence: notice at the threshold; restriction of session frequency; and, for continued excessive use, revocation of access to the service. A limit or revocation under this Article shall be communicated to the User with the usage record on which the measure is based, and the User may seek review of the measure through support@aapawz.com; a User whose animal has complex needs is entitled to review by a person, not solely an automated determination.
6.3 The fair-use limit in clause 6.1 does not apply to an emergency session. An urgent session shall not be refused or restricted for usage reasons.
Article 7: Data
7.1 Session content is treated as sensitive personal information under the Privacy Policy: use and disclosure are limited as that policy provides, session content is subject to the AI Disclosure Policy, and session content shall not be used for advertising.
7.2 A session record is retained in accordance with the Privacy Policy for safety, quality, and service improvement. A session record is not a medical record for an animal patient, and the Company does not maintain a patient record repository by providing the Tele-Triage Service. The information the Company stores in connection with veterinary referral is limited as stated in the Veterinary Referral Terms.
7.3 Session content may be reviewed by the Company for quality and safety, including review of sessions identified as producing a concerning output. Review under this clause is a condition of the Company offering the service.
Article 8: Referral to a Veterinarian
8.1 Where the service refers an animal owner to a veterinarian: for follow-up care, for an in-person examination, or for any matter beyond triage: the referral is governed by the Veterinary Referral Terms.
8.2 A referral is an introduction and a transfer of contact information as Veterinary Referral Terms provides. A referral is not a booking, not an appointment, and not the formation of a veterinary relationship. A VCPR, if one is formed, is formed between the animal owner and the veterinarian under the law of the state in which the animal is located.
Article 9: Misuse
9.1 Each of the following is misuse of the Tele-Triage Service: using the service to obtain veterinary credentials or to generate content for the practice of veterinary medicine without a licence; attempting to cause the service to diagnose, to prescribe, or to state a dosage, contrary to Article 3; and probing the service to produce harmful outputs.
9.2 A User who identifies a failure of the service's limits: including a session that states a diagnosis or a dosage: may report the failure to support@aapawz.com. A reported failure is investigated as a service defect.
9.3 Misuse may be enforced under Article 12, up to revocation of access to the Tele-Triage Service and, where the misuse also violates the Acceptable Use Policy, action on the Account.
Article 10: Risk Article: Reliance on Triage Information
10.1 Triage information is general information applied to signs as described by the animal owner. The Company does not warrant that a classification is correct for a specific animal, and no statement in a session is a representation about the condition of a specific animal.
10.2 The animal owner bears the decision whether and when to obtain in-person veterinary care. Where a session and the owner's own observation differ, the owner is directed to act on the more urgent indication and to obtain in-person care.
10.3 Nothing in Article 11 limits liability for personal injury or injury to an animal caused by negligence, where applicable law does not permit such a limitation.
Article 11: Liability
11.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
11.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the User paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
11.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts owed for Orders or refunds under this document; or (d) liability that cannot be limited under applicable law.
11.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 12: Indemnification
12.1 Duty. The User shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the User's breach of this document, including misuse under Article 9; (b) content the User submits in a session or to the Platform; (c) the User's violation of any law or of the rights of any person; and (d) taxes for which the User is responsible under this document.
12.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The User shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The User shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
12.3 Survival. This Article survives the termination of this document.
Article 13: Enforcement and Appeals
13.1 Investigation. The Company may investigate any suspected violation of this document. The User shall cooperate with an investigation and shall produce the records this document requires the User to keep.
13.2 Notice. If the Company determines that the User has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
13.3 Opportunity to cure. Where a violation is capable of cure, the User has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
13.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress content; (c) restrict or revoke access to the Tele-Triage Service; (d) suspend the Account, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
13.5 Appeal. The User may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
13.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 14: Term and Termination
14.1 Term. This document takes effect when the User first uses the Tele-Triage Service and continues until terminated under this Article.
14.2 Termination by the Company. The Company may terminate this document and access to the service on thirty (30) days' written notice for any reason, and immediately on written notice if the User materially breaches this document, engages in fraud, or becomes ineligible to use the service.
14.3 Termination by the User. The User may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the User has no investigation outstanding. A User may cease using the service at any time without notice; cessation of use does not terminate obligations that have already arisen.
14.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including record-keeping and indemnification obligations: survive until satisfied; and (c) session records are retained as Article 7 provides.
14.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 15: Dispute Resolution
15.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 16: General Provisions
16.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to Users at the email address in the Account. An amendment that materially increases a User's obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Tele-Triage Service after the effective date of an amendment is acceptance of it. If a User does not accept an amendment, the User's remedy is to terminate under Article 14 before the amendment takes effect.
16.2 Notices. (a) Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. (b) Notices to a User are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. Each User shall keep the email address in the Account current. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
16.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there. The practice of veterinary medicine is not undertaken under this document; where a VCPR or veterinary service arises from a referral, that relationship is governed by the law of the state in which the patient is located.
16.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
16.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the User for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
16.6 Assignment. A User shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to Users.
16.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
16.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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