Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who participate in veterinary services through the Platform, and all Consultations booked through the Platform.
Article 1: Introduction and Scope
1.1 This document states the terms on which Consultations are booked and scheduled through the Platform: the accuracy duties that attach to availability, the booking sequence and its conditions, confirmation, the Veterinarian's duty to attend a booked Consultation, and the handling of a technical failure. Cancellation, no-show, and rescheduling are governed by the Cancellation, No-Show, and Rescheduling (Cancellation, No-Show, and Rescheduling Policy) document, which this document does not restate.
1.2 Licensure and the VCPR are governed by the law of the state where the patient is located. A booking authorizes no Consultation that the law of that state forbids, and telemedicine Consultations are booked only where that state's law permits the service type booked. Where state law and this document differ on a clinical matter, the stricter rule prevails.
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 Veterinarian 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.
Article 2: Definitions
2.1 The definitions in the Terms of Use are incorporated into this document by reference and apply to this document. This article defines only the additional terms used in this document, in alphabetical order.
2.2 Availability: a period of scheduled availability published by a Veterinarian for a stated patient state, against which a Consultation may be booked.
2.3 Client: a pet owner or caretaker who books or receives a Consultation through the Platform.
2.4 Consultation: a veterinary encounter between a Veterinarian and a Client concerning a Patient, conducted through the Platform.
2.5 Patient: the animal that is the subject of a Consultation.
2.6 Session Mode: the mode recorded for a Consultation at booking, stated as telemedicine or teletriage, which determines what the Veterinarian may do in the session.
2.7 VCPR: a veterinarian-client-patient relationship, as defined and governed by the law of the state where the Patient is located.
2.8 Veterinarian: a licensed veterinarian the Company has accepted to participate in veterinary services through the Platform.
Article 3: Availability Accuracy
3.1 A bookable Availability corresponds to a specific Veterinarian, in an open period of Availability, for the patient's state. A bookable slot is not a waitlist place, a request for a Consultation to be arranged later, or an indication of general capacity. Booking a Consultation marks that Availability as booked and records the Consultation against it. One period of Availability carries one Consultation; double-booking is prohibited.
3.2 Immediate Consultations are displayed only where at least one Veterinarian who is active, who holds a verified License Record for the patient's state, and who is within an open period of Availability is in fact available. The Company shall not display immediate availability that cannot be staffed.
3.3 Availability is published per patient state. A Veterinarian licensed in two states publishes Availability for each state separately, because the license that authorizes the Consultation is state-specific. A Veterinarian shall not cover a patient in one state from Availability published for another state. Routing under the Patient-State Determination and Consult Routing document is determined before Availability is shown for a booking.
3.4 The Veterinarian shall publish only Availability the Veterinarian intends and is able to staff, and shall keep published Availability accurate. Availability that the Veterinarian knows cannot be staffed shall be withdrawn before it is booked.
Article 4: Booking Terms
4.1 At booking, the Client provides the Patient's name, the Client's name, and contact information, together with a brief statement of the reason for the Consultation. Booking does not collect the Patient's medical history, prior diagnoses, or medication lists. The clinical history is taken in the session and documented under the Clinical Documentation (SOAP) Standards (Clinical Documentation Policy). This limit reflects the data-handling rule in the Telemedicine Data Handling (Telemedicine Data Handling Policy) document: booking gathers the particulars needed to arrange the meeting, and no more.
4.2 Booking also establishes: the patient's state, determined under the Patient-State Determination and Consult Routing document; the in-person examination attestation where the VCPR Establishment Rules require it; the consents required by the Telemedicine Informed Consent (Telemedicine Consent) document; and the Session Mode.
4.3 The booking sequence is ordered: determination of patient state; the routing decision; attestation and consents; selection of the Veterinarian and Availability; presentation of the fee; collection of payment; and confirmation. Each step is a condition of the next. Payment is not collected before routing and consent are complete.
4.4 The consultation fee is stated in the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy) document and is presented to the Client in full, in dollars and cents, before confirmation, together with the refund basis stated in the Consult Payment Disputes and Adjustments (Consult Payment Disputes Policy) document. Payment is collected at booking. The division of the fee between the Veterinarian and the Company is made only after the Consultation is completed and documented, under the Vet Consult Fees and Payouts (Vet Fees and Payouts Policy) document, so that an amount to be refunded has not been disbursed.
4.5 Confirmation states to the Client: the Veterinarian's name and credentials; the date and time of the Consultation, with the time zone; the means of joining, which becomes available at the session time and not at booking; what the Client is to prepare, including a quiet setting, the Patient's presence, and adequate lighting; and the cancellation terms in the Cancellation, No-Show, and Rescheduling (Cancellation, No-Show, and Rescheduling Policy) document.
Article 5: Attendance, Release of Availability, and Technical Failure
5.1 A Veterinarian who publishes Availability undertakes to staff it. The Veterinarian shall attend each booked Consultation at its start time, in a professional setting, prepared to conduct the Consultation. A failure to attend, chronic lateness, or a pattern of unattended Availability is a conduct matter under the Vet Conduct and Enforcement (Vet Conduct and Enforcement Policy) document.
5.2 The Veterinarian may release a future period of Availability that carries no booking without restriction. The Veterinarian shall not release Availability that carries a booking until the Company has re-routed the Client. Where no replacement Veterinarian is available in the patient's state, the Client is cancelled with notice and a refund under the Cancellation, No-Show, and Rescheduling (Cancellation, No-Show, and Rescheduling Policy) document, and the release is recorded in the Veterinarian's reliability record. An emergency release is distinguished in that record from a pattern of releases.
5.3 The Company shall not offer the same Availability twice, shall not display Availability for a Veterinarian whose license has lapsed, and shall not keep a suspended Veterinarian's Availability bookable. A failure under this clause is a Company failure, not a Veterinarian failure.
5.4 Where a technical failure interrupts a booked Consultation, the handling in the Consult Conduct Standards governs, including reconnection, the marking of an interrupted session, and the rule that no prescription is written on an interrupted session that did not amount to a completed clinical encounter.
Article 6: Limits on Booking
6.1 Booking does not diagnose. The booking process does not assign a condition to a Patient, does not suggest a diagnosis from the stated reason for the Consultation, and does not route a Consultation to a specialty on the basis of an automated reading of that statement.
6.2 Booking does not promise a clinical outcome, a prescription, or a diagnosis. The confirmation describes the Consultation as a video visit with a licensed Veterinarian; it does not state what the Consultation may conclude.
Article 7: Liability
7.1 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.
7.2 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 Veterinarian 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).
7.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Veterinarian owes for fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
7.4 Nothing in this article limits liability for personal injury or injury to an animal caused by negligence, where applicable law does not permit the limitation.
7.5 The Company is not a veterinary practice and does not provide veterinary services. Booking and scheduling are administrative functions; the Company makes no clinical determination in arranging a Consultation and bears no clinical responsibility for it. No provision of this document promises a clinical outcome.
7.6 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 8: Indemnification
8.1 The Veterinarian 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 Veterinarian's breach of this document; (b) the Veterinarian's services, consultations, listings, or User Content; (c) the Veterinarian's violation of any law or of the rights of any person; and (d) taxes for which the Veterinarian is responsible under this document.
8.2 The Company shall give prompt written notice of a claim under this article. The Veterinarian shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Veterinarian 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.
8.3 This article survives the termination of this document.
Article 9: Enforcement and Appeals
9.1 The Company may investigate any suspected violation of this document. The Veterinarian shall cooperate with an investigation and shall produce the records this document requires the Veterinarian to keep.
9.2 If the Company determines that the Veterinarian 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.
9.3 Where a violation is capable of cure, the Veterinarian 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.
9.4 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 a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, 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.
9.5 The Company may suspend the Veterinarian immediately, without prior notice and without a cure period, where a license lapses, expires, is suspended, or is revoked, or where a risk to the safety of a person or an animal arises, as provided in the License Verification document and the Vet Suspension, Deactivation, and Reinstatement document. The Company may hold disbursements to the Veterinarian while an investigation under this article is pending, and shall release amounts not required to satisfy the Veterinarian's obligations when the investigation closes.
9.6 The Veterinarian 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.
9.7 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 10: Term and Termination
10.1 This document takes effect when the Veterinarian is accepted into participation and continues until terminated under this article.
10.2 The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Veterinarian materially breaches this document, engages in fraud, or becomes ineligible to participate.
10.3 The Veterinarian may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Veterinarian has no Order, booking, or investigation outstanding.
10.4 On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
10.5 The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 11: Dispute Resolution
11.1 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 12: General Provisions
12.1 The Company may amend this document by posting the amended document in the Document Center and giving notice to the Veterinarian at the email address in the Account. An amendment that materially increases the Veterinarian's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Veterinarian does not accept an amendment, the Veterinarian's remedy is to terminate under the Term and Termination article before the amendment takes effect.
12.2 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. Notices to the Veterinarian 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. The Veterinarian shall keep the email address in the Account current. Notices under the DMCA and Copyright Policy are given as provided in that policy, to the designated agent at legal@aapawz.com.
12.3 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 under this document is governed by the law of the state in which the patient is located.
12.4 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.
12.5 This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Veterinarian for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
12.6 The Veterinarian 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 the Veterinarian.
12.7 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.
12.8 Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party on the ground that the party prepared this document. The English-language text controls over any translation.
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