Effective Date: October 15, 2026 Version: 1.0 Applies to: All Veterinarians who review teletriage quality for the Platform, and to the Company's operation of the teletriage service.
Article 1: Introduction and Scope
1.1 This Policy states the standard for teletriage on the Platform: what teletriage is, the inputs the service may use, the outputs the service may and shall not give, the urgency classifications and the routing each classification requires, and the standard a Veterinarian applies when reviewing triage outcomes.
1.2 Teletriage is information and routing only. Teletriage requires no VCPR because teletriage makes no diagnosis and no other clinical decision: the classification answers how quickly the Patient needs a Veterinarian, not what condition the Patient has. Every rule in this Policy protects that distinction. If a provision of this Policy conflicts with the Terms of Use, this Policy controls for the subject it governs. If a provision of this Policy conflicts with the terms of a program in which a party participates, the program terms control for that program.
1.3 The practice of veterinary medicine is governed by the law of the state in which the patient is located. Nothing in this Policy authorizes any practice that state law forbids.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Automated Tool: a software tool the Platform uses to support teletriage, as described in the Teletriage Disclosure Policy.
2.3 Client: a pet owner or caretaker who uses the teletriage service or books a consultation through the Platform.
2.4 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.5 Patient: the animal that is the subject of a Triage Session or a consultation.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Teletriage: the sorting of a Client's described signs by urgency, for information and routing only. Teletriage is not telemedicine.
2.8 Triage Record: the record of a Triage Session described in Article 3.2.
2.9 Triage Session: one interaction between a Client and an Automated Tool for teletriage.
2.10 VCPR: a veterinarian-client-patient relationship, as defined by the law of the state in which the patient is located.
2.11 Veterinarian: a veterinarian licensed in the state in which the patient is located, whom the Company has accepted to provide veterinary services through the Platform.
Article 3: Permitted Inputs and the Triage Record
3.1 The teletriage service may use only the following inputs: (a) the signs and history the Client describes in the Triage Session; (b) the Client's answers to the follow-up questions the session asks; (c) for a Client who holds an Account, the Client's pets on file, as context; and (d) the reference content maintained under the Clinical Reference Content Policy. The service shall not use any other source of clinical content, and the service shall not state content that no maintained reference source supports.
3.2 Every Triage Session produces a Triage Record stating: the signs text as the Client described it; the urgency classification; the recommendation given; the reference content drawn on; the warning signs noted; and the follow-up questions asked and the answers given. A classification without a complete Triage Record is not a permitted output, because a classification that cannot be reconstructed cannot be reviewed.
3.3 Where a presentation falls outside the reference content, the session states that the service has no reliable guidance for the presentation and routes the Client to human care under the Triage Escalation Policy. The service shall not improvise guidance for an uncovered presentation.
Article 4: Urgency Classifications and Required Routing
4.1 The service classifies each Triage Session into one of four urgency classes. Each class carries a required routing action; the classification is a routing decision, not advice the Client may treat as optional.
4.2 Emergency. The Patient needs hands-on care now. The session directs the Client to an emergency veterinarian immediately, naming the nearest emergency practices from the referral directory, with 24-hour practices preferred. The session shall not route an emergency classification to a booking flow and shall not advise the Client to monitor the Patient. Emergency presentations include: signs of gastric dilatation-volvulus (restlessness, unproductive retching, distended abdomen); respiratory distress; suspected toxin ingestion; urinary blockage in a male cat; seizures; collapse; and uncontrolled bleeding.
4.3 Urgent. The Patient needs veterinary attention within hours, on the same day. The session directs the Client to booking or to in-person care the same day, and states that "today" is the requirement. Urgent presentations include: persistent vomiting; eye injuries; lameness in which the Patient does not bear weight; and wounds.
4.4 Routine. The Client schedules a consultation, or monitors the Patient against stated recheck criteria. A direction to monitor is permitted only with a stated recheck trigger: the session states the change that makes the presentation urgent. Routine presentations include: mild skin irritation; behavioral questions; and nutrition questions.
4.5 Information. The Client's question is a general-information question and no care routing is required. The session answers from the reference content and ends.
4.6 The classification shall be conservative. An ambiguous presentation is classified at the higher urgency, never the lower. A classification that understates urgency is a quality failure, and a Triage Session classified Routine where the presentation warranted Emergency is a clinical incident under the Clinical Incident Reporting Policy.
Article 5: Prohibited Outputs
5.1 A Triage Session shall not produce any of the following: (a) a diagnosis of a specific Patient; (b) a prescription, a dosage, or a direction to administer a stated quantity of a product; (c) a prognosis; (d) a statement that described signs are not serious, where the signs include a feature listed in Article 4.2; (e) a statement that contradicts an instruction the Client's own veterinarian has given; or (f) a product suggestion that states or implies that a product treats, cures, or prevents a condition.
5.2 Product suggestions are permitted only as shopping suggestions drawn from the Platform's catalogue, stated without a medical claim, as the Teletriage Disclosure Policy provides.
Article 6: Review of Triage Outcomes by a Veterinarian
6.1 The Company submits a sample of Triage Sessions to review by Veterinarians on a regular cadence. The sample over-represents Emergency and Urgent classifications, because errors in those classes carry the greatest cost. The review measures: accuracy of the urgency classification; capture of warning signs; and appropriateness of the routing.
6.2 The standard the reviewing Veterinarian applies is the standard of a reasonably competent veterinarian reviewing the same described signs on the same record: whether the classification and routing were the classification and routing that the described signs required. The reviewing Veterinarian judges the session on the Triage Record, and the reviewing Veterinarian's finding is recorded against the session.
6.3 Before a change to the Automated Tool or to the reference content takes effect in the triage service, the Company tests the changed service against a fixed set of test presentations with known correct classifications. A change that reduces the correct classification of emergency presentations shall not take effect, whatever other improvement the change offers.
6.4 Triage output does not bind a Veterinarian who later treats the Patient. The consulting Veterinarian forms an independent assessment on the full record, as the Triage Escalation Policy provides.
Article 7: Liability
7.1 Triage risk. The Company is responsible for operating the teletriage service within this Policy. Teletriage is not the practice of veterinary medicine, and no provision of this Policy is a promise of a clinical outcome. 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.
7.2 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 Policy, even if the party has been advised of the possibility of those damages.
7.3 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this Policy shall not exceed the greater of (a) the amounts the affected party paid to the Company under this Policy in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
7.4 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this Policy; (b) liability for fraud or willful misconduct; (c) amounts owed for Orders, fees, chargebacks, or refunds under the Company's documents; or (d) liability that cannot be limited under applicable law.
7.5 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 8: Indemnification
8.1 Duty. 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 Policy; (b) the Veterinarian's services or 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 the Company's documents.
8.2 Procedure. 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 Survival. This Article survives the termination of this Policy.
Article 9: Enforcement and Appeals
9.1 Investigation. The Company may investigate any suspected violation of this Policy. The Veterinarian shall cooperate with an investigation and shall produce the records this Policy requires the Veterinarian to keep.
9.2 Notice. If the Company determines that the Veterinarian has violated this Policy, 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 Opportunity to cure. 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, 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 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) suspend the Account or program participation, in whole or in part; (d) terminate this Policy and the Account; and (e) exercise any other right or remedy available under the Company's documents or at law. The Company may suspend a Veterinarian's participation immediately where a license has lapsed or a safety risk arises.
9.5 Appeal. 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.
9.6 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 10: Term and Termination
10.1 Term. This Policy takes effect when the Veterinarian is accepted to review triage outcomes, or when the Company first operates the teletriage service for a Client, and continues until terminated under this Article.
10.2 Termination by the Company. The Company may terminate this Policy and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the affected party materially breaches this Policy, engages in fraud, or becomes ineligible to participate.
10.3 Termination by the Veterinarian. The Veterinarian may terminate this Policy on thirty (30) days' written notice to support@aapawz.com, provided the Veterinarian has no booking, review assignment, or investigation outstanding.
10.4 Effect of termination. On termination: (a) the rights granted under this Policy end; (b) obligations that arose before termination: including payment, refund, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under the Company's documents, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
10.5 Survival. 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 Policy, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this Policy by reference.
Article 12: General Provisions
12.1 Amendments. The Company may amend this Policy by posting the amended Policy in the Document Center and giving notice to the affected party at the email address in the Account. An amendment that materially increases a party'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. A party that does not accept an amendment may terminate under Article 10 before the amendment takes effect.
12.2 Notices. Legal notices under this Policy 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 a party 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 party shall keep the email address in the Account current.
12.3 Governing law. This Policy 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 Policy 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 Policy is governed by the law of the state in which the patient is located.
12.4 Severability. If any provision of this Policy is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
12.5 Entire agreement. This Policy, together with the documents it incorporates by reference, is the entire agreement between the Company and each party for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
12.6 Assignment. A party other than the Company shall not assign this Policy 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 Policy to an affiliate or in connection with a sale of all or part of its business, on notice to the affected party.
12.7 Waiver. A waiver of any provision of this Policy is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
12.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This Policy shall not be construed against a party as its drafter. The English-language text controls over any translation.
Related articles