Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who participate in veterinary services through the Platform, and all telemedicine Consultations and prescriptions through the Platform.
Article 1: Introduction and Scope
1.1 This document establishes the State Telemedicine Matrix: the instrument by which the Company publishes, for each state, whether the Platform offers telemedicine in that state and on what terms. It states what each state entry records, how an entry is made and changed, and the rule that governs where an entry and state law differ.
1.2 The Matrix is maintained by the Company from the law of each state. A state's listing in the Matrix is administrative: it records the Company's position for the operation of the Platform and does not state, amend, or interpret the law of that state. State law controls in any conflict between an entry and the law of the state concerned, and the stricter rule prevails for clinical matters. No entry authorizes practice that the law of the patient's state forbids.
1.3 The operative list is the Matrix as published in the portal under this document. A summary, copy, or earlier version of the Matrix published elsewhere does not govern a Consultation or a prescription. Booking, VCPR establishment, and prescribing through the Platform are determined by the entry in force for the patient's state at the time of the transaction.
1.4 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 Consultation: a veterinary encounter between a Veterinarian and a client concerning a patient, conducted through the Platform.
2.3 Entry: the record in the Matrix for one state, stating the matters listed in Article 3 for that state.
2.4 Matrix: the State Telemedicine Matrix maintained under this document and published in the portal.
2.5 VCPR: a veterinarian-client-patient relationship, as defined and governed by the law of the state where the patient is located.
2.6 Veterinarian: a licensed veterinarian the Company has accepted to participate in veterinary services through the Platform.
Article 3: Content of an Entry
3.1 The Matrix carries one Entry for each state and for the District of Columbia. Each Entry states, at minimum (a) whether a VCPR may be established by electronic means in that state. Each Entry takes a position; no Entry is left blank on this matter;
(b) whether synchronous video is required for the encounters that state permits;
(c) the maximum prescription duration the law of that state supports, stated separately for non-antimicrobial prescriptions, antimicrobial prescriptions, and flea and tick prescriptions. A stated duration is a ceiling, not a direction; the Veterinarian's clinical judgment may set a shorter duration in any case;
(d) whether each of the following categories is permitted in that state: controlled substances, compounding, and extralabel use; and
(e) the legal review status of the Entry, with the identity of the reviewer and the date of review.
3.2 A missing value in an Entry is a prohibition, not an open question. Where a duration is not stated, the prescription is not authorized. Where a category permission is not stated as permitted, the category is not permitted. The Company applies this rule so that the consequence of an incomplete Entry is that a prescription is not written.
Article 4: The Legal Review Condition and the Conservative Default
4.1 An Entry takes effect for the Platform only after legal review of that state's current veterinary practice act, board rules, and telemedicine guidance, recorded in the Entry with a named reviewer and a review date. Review of one state establishes nothing for another state; each Entry is reviewed on that state's own law.
4.2 Until an Entry is recorded as legally reviewed, the Company treats that state conservatively: establishment of a VCPR by telemedicine is not permitted for patients in that state, and prescribing is limited to the strictest applicable reading of that state's law. An unreviewed Entry is a closed Entry. Tennessee's position, that a VCPR shall not be established or maintained solely by electronic means under Tennessee Code Annotated § 63-12-103, is the recorded position for Tennessee and the default posture applied to a state whose position has not been verified.
4.3 When a review establishes that a state permits establishment by telemedicine on stated conditions, the Entry is amended under Article 5 and the Platform applies the amended Entry from its effective recording. No code change or separate announcement is a condition of that application; the Entry is the operative record.
Article 5: Change Control
5.1 An Entry changes only through a reviewed update that creates a change record stating the person who made the change, the date, and the legal basis, which may be a statutory amendment, a new board rule, or a new legal review. The Company retains the history of each Entry, including each prior position and its effective dates, so that the position in force at the time of a past prescription can be shown.
5.2 The Company applies the Entry in force at the time of the transaction. An Entry is not applied from a copy retained for longer than twenty-four (24) hours.
5.3 An urgent change, including an emergency board rule or a statute taking immediate effect, follows the same change-record process on an expedited basis. Expedition shortens the time for review; it does not remove the review.
Article 6: The Federal Rule
6.1 Federal law sets limits that no Entry lifts. Federal law, including 21 CFR 530.3(i), requires an in-person examination or qualifying premises visits for extralabel drug use, including in a state whose law otherwise permits establishment of a VCPR by telemedicine. An Entry permission for extralabel use means only that the category is permitted where federal law also permits it. The full extralabel and compounding rules are stated in the Extralabel Use and Compounding (Extralabel Use and Compounding Policy) document.
6.2 The same rule applies to federal controlled-substance requirements: an Entry never authorizes what federal law prohibits, and the federal requirement is applied separately in each case.
Article 7: Disagreement and Correction
7.1 A Veterinarian who considers that an Entry is wrong shall report the concern to the Company and shall not act contrary to the Entry. The remedy for a wrong Entry is legal re-review and amendment under Article 5. A Veterinarian who prescribes contrary to the Matrix is in breach of this document whether or not the Veterinarian's view of the state's law is correct, because the Matrix is the Company's operative position until the Company changes it through the process in Article 5.
7.2 Where the Company establishes that an Entry was wrong, the Company shall correct the Entry under Article 5 and shall identify each prescription written under the wrong Entry for review.
Article 8: Liability
8.1 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.
8.2 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).
8.3 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.
8.4 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.
8.5 The Company is not a veterinary practice and does not provide veterinary services. The Matrix records the Company's administrative position per state for the operation of the Platform; it is not legal advice to the Veterinarian, and it does not transfer the Veterinarian's duty to comply with the law of the patient's state. No provision of this document promises a clinical outcome.
8.6 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 9: Indemnification
9.1 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.
9.2 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.
9.3 This article survives the termination of this document.
Article 10: Enforcement and Appeals
10.1 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.
10.2 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.
10.3 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.
10.4 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.
10.5 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.
10.6 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.
10.7 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 11: Term and Termination
11.1 This document takes effect when the Veterinarian is accepted into participation and continues until terminated under this article.
11.2 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.
11.3 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.
11.4 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.
11.5 The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 12: Dispute Resolution
12.1 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 13: General Provisions
13.1 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.
13.2 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.
13.3 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.
13.4 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.
13.5 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.
13.6 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.
13.7 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.
13.8 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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