PRACTICE TERMS

Last updated: 29 October 2026

1. ABOUT THESE TERMS

1.1 The parties. These terms are an agreement between Brahim Ouasti EI, trading as Inumbra Labs, an individual entrepreneur (entrepreneur individuel) registered in France in the national business register (Registre national des entreprises) under SIREN 538 543 034, intra-community VAT number FR24538543034, and which operates Vetty ('Vetty', 'we', 'us' or 'our'), and the veterinary practice that opens an account on the practice portal at https://pro.vetty.app (the 'Practice', 'you' or 'your').

1.2 What they cover. These terms govern the Practice's use of Vetty Pro, Vetty's product for veterinary practices: the Portal, the Seats sold for it, and the listing of the Practice and its Veterinarians on the Marketplace, together with the video Consultations held through it, the consultation reports, the payments and the fees.

1.3 Acceptance and authority. A person accepts these terms for the Practice by creating the Practice, by subscribing at checkout or by continuing to use the Portal, and confirms that they have authority to bind the Practice. Each Member uses the Portal under the Practice's account and must follow these terms. The Practice is responsible for what its Members do in the Portal and in Consultations.

1.4 Documents that form part of these terms. The Data Processing Agreement at https://vetty.app/data-processing-agreement (the 'DPA') is incorporated into these terms by reference and forms part of them. Our Privacy Policy at https://vetty.app/privacy-policy explains how we handle the personal data for which we are the controller. Pet owners who book Consultations are bound by our Terms of Service at https://vetty.app/terms-of-service.

1.5 Vetty Scribe. Vetty Scribe, our consultation-notes product for in-person work, is sold separately under its own terms at https://vettyscribe.com/terms and its own data processing agreement at https://vettyscribe.com/dpa. A Practice may hold a Vetty Scribe subscription under those terms and a Vetty Pro subscription under these. Neither includes the other.

1.6 Business use only. These terms are offered to veterinary practices and veterinarians acting for their business or profession, not to consumers. By accepting them, the Practice confirms that it acts for its business.

1.7 Language. These terms are written in English, and the English text governs. We publish translations into other languages; each is provided for convenience only.

2. DEFINITIONS

In these terms:

Administrator: a Member who manages the Practice's team, Seats, billing and settings in the Portal.
Client: a pet owner who books, or has booked, a Consultation with the Practice, or whom the Practice has recorded as its client in the Portal.
Consultation: a video consultation between a Veterinarian of the Practice and a Client, held through Vetty. Vetty offers no in-person consultations.
Fee-Free Period: the period described in clause 11.4.
Guest: a person whom a Client invites to join a Consultation through a link.
Listing Pages: the search, country, city and other discovery pages of vetty.app that show Practices and Veterinarians.
Marketplace: vetty.app, through which Clients find and book Practices: its Listing Pages, the public profiles of Practices and Veterinarians, and the Practice Links.
Marketplace Discovery: a Client's finding the Practice or one of its Veterinarians through the Listing Pages, or through the public profile pages they lead to, rather than through a Practice Link.
Member: a person who belongs to the Practice in the Portal, whether a Veterinarian or a member of staff, including Administrators.
New Client and New-Client Fee: as described in clause 11.
Participant: anyone who joins a Consultation: the Client, a Guest, and each Member who joins.
Portal: the practice portal at pro.vetty.app.
Practice Link: a booking link for the Practice (vetty.app/c/…) or for one of its Veterinarians (vetty.app/v/…), which the Practice may share with its own clients.
Practice Records: the personal data that Vetty processes on the Practice's behalf as its processor, as defined in the DPA.
Seat: the right for one named Veterinarian to use Vetty Pro and be listed on the Marketplace, bought under the Subscription.
Stripe Account: the Stripe account the Practice opens through the Portal to receive Consultation payments.
Subscription: the Practice's Vetty Pro subscription.
Veterinarian: a Member who holds a veterinary licence and gives Consultations.
Vetty Pro: has the meaning given in clause 1.2.
Vetty Scribe: has the meaning given in clause 1.5.

3. THE SERVICE

3.1 What Vetty does. Through Vetty Pro, the Practice is listed to pet owners, receives bookings and requests, holds video Consultations, is paid through its own Stripe Account, and receives a draft consultation report prepared from each recorded Consultation for the Veterinarian to review and sign.

3.2 What Vetty does not do. We provide the technology and the introduction. The Consultation is a service the Practice sells to the Client: the Practice is the seller and the merchant of record, and the Veterinarian is the professional responsible for it. We do not practise veterinary medicine, we give no clinical advice, and we are not a party to the contract between the Practice and the Client.

4. ACCOUNTS, TEAMS, INVITATIONS AND ROLES

4.1 Accounts. Each Member signs in with their own email address and password, or with their Google account. A one-time code sent by email confirms an email address. An account is a single Vetty account, used also on vetty.app and on Vetty Scribe. Each Member must keep their credentials confidential and use the Portal from a secure device.

4.2 One account, one practice. An account belongs to at most one Practice, Administrators included. A group of clinics with several sites is one Practice with all its Veterinarians in it. A person who works for two unrelated practices needs two accounts with different email addresses.

4.3 Roles. Each Member is either a Veterinarian or a member of staff, and any Member may also be an Administrator. Administrators invite people, decide who holds a Seat, approve or decline requests to join, remove Members, set prices and manage billing. The only Administrator of a Practice cannot leave it, or delete their account, while others remain in it; they must first make another Member an Administrator. Any Member of the Practice can join the Practice's Consultations, and the Practice decides which of its Members do.

4.4 Invitations. An Administrator may invite a person by email to join the Practice in a given role. A Veterinarian invited to hold a Seat is charged for as clause 10.3 describes.

4.5 Requests to join. When an Administrator has a verified email address at the Practice's own domain (never a free email provider), that domain becomes the Practice's join domain. Anyone who signs in with a verified address at that domain is shown the Practice's name, city, country and logo and may ask to join, and the Administrators see the name and email address of the person asking. The feature is on by default, and an Administrator can switch it off on the Team page. A request not answered within 30 days lapses. Someone who already belongs to a Practice cannot ask to join another; they can only be invited.

4.6 Moving to another practice. A move always starts with an invitation from the new Practice, and the person confirms that accepting it means leaving the Practice they belong to. Their Seats at the old Practice are released. The consultation records and reports they wrote stay with the old Practice as its records, still showing them as signer. Their veterinarian profile and licence approval go with them, subject to clause 5.5. If they were the last Member of the old Practice and it holds records, it is closed as clause 15.3 describes.

5. LICENCES AND REVIEW

5.1 What is required. To be listed and booked, the Practice must hold a valid trade licence, and each Veterinarian a valid veterinary licence, in the country where the Practice is established. An independent veterinarian who practises under their own trade licence registers as a Practice of one and provides both licences.

5.2 Our review. The Practice submits its licence, and each Veterinarian their licence, in the Portal. A Vetty operator reviews each document before the Practice or Veterinarian can be booked. We may ask for changes, decline a submission, or ask for a renewed licence. Our review is a check of the documents submitted; it is not a check against a regulator's register and does not replace the Practice's own duty to make sure that its Veterinarians are licensed. The Practice warrants that every document it or its Members submit is genuine, current and accurate.

5.3 What is shown publicly. The licence documents are never shown publicly. The licence number, the issuing authority, the country and the fact that we have reviewed the licence are shown on the public pages of the Practice and of the Veterinarian.

5.4 Expiry. We remind the Practice 30 days, 7 days and 1 day before a licence on file expires. A Practice or Veterinarian whose licence has expired leaves the Marketplace and cannot take new bookings until a valid licence is on file; bookings already made are not cancelled.

5.5 Changes the Practice must report. The Practice and each Veterinarian must tell us at once, at support@vetty.app, of any change to a licence (including its suspension, restriction, withdrawal or replacement) and of any change in the country where a Veterinarian practises, including a move to a Practice in another country. We may pause the Veterinarian's or the Practice's profile until we have verified the licence again. While a profile is paused it is not listed and cannot take new bookings.

5.6 Suspension for risk. We may suspend a Veterinarian's or the Practice's listing without notice where we reasonably believe that animal welfare, a Client or the integrity of the Marketplace is at risk, and we will tell the Practice why, as clause 14.4 describes.

5.7 Business information. The Practice must give us, and keep up to date, its legal name, address, contact details, registration number and, where it has one, its VAT or other tax identification number, so that Clients can know who they are contracting with and so that our invoices to the Practice are correct. We may show the information Clients need to Clients where the law requires it.

6. LISTING AND BOOKING

6.1 Bookable. The Practice's and its Veterinarians' Practice Links work once the Practice is approved and active, its Stripe Account has charges and payouts enabled, its licence is valid, and the Veterinarian is approved and their licence is valid.

6.2 Listed. The Practice and a Veterinarian appear on the Listing Pages when, in addition, the Practice holds a current Subscription or a waiver we have granted, and the Veterinarian holds a Seat or is covered by that waiver.

6.3 New bookings. A Client can complete a new booking with a Veterinarian, through the Listing Pages or a Practice Link, only while the Practice's Subscription is current or waived and that Veterinarian holds a Seat or is covered by the waiver.

6.4 A lapse costs listings, never data or bookings. If the Subscription is cancelled, lapses or is suspended, the Practice and its Veterinarians leave the Listing Pages and cannot take new bookings from Clients. The Practice keeps its account, its access to its records and every booking already made, which it must honour.

6.5 Where Clients can book. On the Listing Pages, a Client finds and books only Practices in the Client's own country, which is the country the Client has stated in their account; the Client's IP address is used only to suggest that country and to choose what signed-out visitors see. A Practice Link opens wherever the Client is, including outside the Practice's country. Before it shares Practice Links, the Practice gives the confirmation in the Portal that clause 7.3 describes.

6.6 Ranking. Unless the person searching chooses another order, the Listing Pages order Listed Practices by their average review rating, then by their number of reviews, then by name, and order Vets by whether they are available to consult now, then by average review rating, then by number of reviews, then by name. In a search for a date, Vets with free slots on that date come first. Ranking does not depend on any payment to us.

6.7 Availability. Each Veterinarian publishes the hours they offer in the Portal, with any buffer and notice period. The Practice keeps availability accurate and declares closures.

6.8 Bookings and requests. A Veterinarian may accept bookings automatically or review each request. With automatic acceptance, a booking is confirmed and paid at once. With review, the Client's payment is authorised and held, and the Veterinarian may accept, decline or suggest other times. A request expires 24 hours after it was made or 30 minutes before the requested time, whichever comes first, and the hold is then released. Accepting a request captures the payment. The Practice must answer requests promptly and honour confirmed Consultations.

6.9 Prices. Administrators set the Practice's Consultation prices, including a price of zero, for three tiers (normal hours, out of hours, and immediate consultations), in the currency of the Practice's country. The price shown to the Client at booking is the full amount the Client pays and includes any tax the Practice must charge. Vetty adds no fee for the Client. A price change applies to bookings made after it, never to a booking already confirmed.

6.10 Appointments the Practice creates. The Practice may create appointments for its own Clients in the Portal, free or priced, and send a payment link for a priced one. Such appointments are video Consultations like any other, carry no New-Client Fee, and are held under these terms.

6.11 Reviews. A Client who has completed a Consultation may review it once, with a rating and optional text. The Practice may reply publicly. Replies must be accurate and courteous and must not disclose a Client's information. We may remove a review or a reply that breaches our Terms of Service or these terms.

7. THE PRACTICE'S PROFESSIONAL DUTIES

7.1 Standard of care. The Veterinarian is solely responsible for the clinical content of every Consultation: the assessment, the advice, any diagnosis, any prescription, and the decision that a matter cannot properly be handled remotely and must be referred to an in-person examination. Each Veterinarian must give every Consultation the standard of care that their profession and their regulator require.

7.2 Remote-care rules where the Practice practises. The Practice warrants that its Veterinarians act within their licence, their professional rules and the law of the country where the Practice is established, including the rules that govern remote consultation, the veterinarian-client-patient relationship and remote prescribing there. Where those rules require a prior physical examination or an existing relationship before a remote consultation or a prescription, the Veterinarian must follow them.

7.3 Practice Links and Clients in other countries. By giving the confirmation in the Portal, and each time it shares a Practice Link, the Practice warrants and undertakes to Vetty that:

(a) it, and each Veterinarian who may be booked through the link, may lawfully provide a remote video consultation to every client who books through it, wherever the client and the animal are, under the law and professional rules of the Practice's country and, where they apply, of the country where the client or the animal is;
(b) it shares Practice Links only with people it may lawfully treat in that way; and
(c) where it cannot lawfully treat a particular Client remotely, or can do so only in part, it will decline or cancel the booking before the Consultation starts, so that the Client is refunded in full, or limit the Consultation to what it may lawfully provide.

Clients who book through a Practice Link must confirm, before they pay, that they have read this notice, which the Practice accepts as an accurate description of its Consultations:

You are booking a remote video consultation with this practice, whose vets are licensed in the practice's country. If you or your animal are in another country, the vet may only be able to give general advice, may be unable to diagnose or prescribe, and a prescription may not be valid where you are. A video consultation does not replace an examination in person and is not for emergencies.

The notice does not reduce the Practice's obligations under this clause 7.

7.4 Emergencies. Consultations are not for emergencies. The Practice must direct a Client whose animal needs urgent care to a clinic or emergency service.

7.5 Clients' right of withdrawal. The Practice is the trader in the contract for a Consultation. Clause 13.4 sets out how Clients in the European Union exercise their right of withdrawal and the role Vetty plays for the Practice.

7.6 Conduct towards Clients. The Practice and its Members must treat Clients with courtesy, must not contact a Client outside Vetty for a purpose the Client has not agreed to, and must not use Client data for marketing without the Client's consent.

8. RECORDING, TRANSCRIPTS AND AI REPORTS

8.1 Consent before recording. A Consultation is recorded only with the consent of every Participant. Before joining, each Participant, Guests included, is asked whether they consent to the recording and transcription of the Consultation's audio. Each answer is stored with the time it was given. If any Participant declines, the Consultation runs without recording, and no transcript and no draft report are produced for it.

8.2 What is recorded. Only the audio of each Participant's microphone is recorded. Video and screen sharing are never recorded.

8.3 Audio deletion. The audio is recorded only so that it can be transcribed. It is deleted as soon as the transcript is stored. The audio of a Consultation that does not complete is deleted at once, and in any event within 24 hours.

8.4 The Practice's duties on recording. The Practice must respect each Participant's choice and must not make the Consultation conditional on consent to recording. It must not record a Consultation by any other means without the consent of every Participant.

8.5 AI-drafted reports. After a recorded Consultation, a draft report is prepared with artificial intelligence from the transcript, the Client's intake answers and the patient's profile. The draft has a clinical note for the Practice and a version written for the Client, in the Client's language. The Veterinarian reviews and corrects both, and signs the report. Only a signed report is sent to the Client.

8.6 The Veterinarian is responsible. The draft is an aid and may contain errors or omissions. The Veterinarian is responsible for everything the signed report says and must not sign a report they have not reviewed. The Practice may use the clinical note as its record of the Consultation.

8.7 AI providers. The providers that transcribe and draft for us may keep inputs for a short period for abuse monitoring under their own terms. None of them may use Practice Records to train their models. The DPA names them.

9. RECORDS, DATA AND RETENTION

9.1 Roles. For the Practice Records, which include the Practice's client and patient records, its notes, and the content of its Consultations (the intake, the chat messages and files, the recording until it is deleted, the transcript and the report), the Practice is the controller and Vetty processes them on its behalf under the DPA. For owner accounts and marketplace data, including Member accounts, licences, listings, bookings, payments, reviews, New-Client Fee records, and the copies that each Client keeps in their own vetty.app account, Vetty is the controller and our Privacy Policy applies. The DPA sets out the split in detail.

9.2 The Practice's record-keeping. The Practice is responsible for its clinical records: for keeping them for as long as its regulator and the law require, and for giving Clients the information and copies they are entitled to. Vetty's retention and erasure rules below do not replace those duties. Where the Practice must keep a record longer than Vetty keeps it, the Practice must export it before Vetty deletes it.

9.3 Vetty's retention period. Vetty keeps the content of each Consultation (the intake, the chat messages and files, the transcript and the report) for 5 years after the Client's last Consultation with the Practice, and then deletes it, both from the Practice's records and from the Client's account. The Practice's other client and patient records stay for as long as the Practice's account is open, subject to clause 15.

9.4 Export. An Administrator can download an export of the Practice's records at any time from the practice settings while the Practice is open. The export is a ZIP file of the Practice's consultation records and signed reports, transcripts as text, and lists of its Consultations, clients, patients and notes. Audio is not included, because it is deleted once transcribed. An export link stays available for 7 days.

9.5 Clients the Practice records. When the Practice records a Client with an email address, a client account may be created for that Client so that signed reports can reach them. No email is sent to the Client when the account is created. The Practice confirms that it is entitled to give us that Client's details and that it has told the Client that its records are kept with Vetty.

9.6 Compromise. The Practice must tell us at once at support@vetty.app if it suspects that an account or Client data has been compromised.

10. THE SUBSCRIPTION AND SEATS

10.1 Seats per product and per named Veterinarian. Vetty Pro is sold per Seat, monthly or yearly. A Seat is always bought for one named Veterinarian, for Vetty Pro only. There is no stock of unassigned Seats, and a Seat may not be shared or passed between people. A Vetty Scribe seat is a separate seat under the Vetty Scribe terms: an Administrator chooses Vetty Pro, Vetty Scribe or both for each Veterinarian. There is no free trial of Vetty Pro.

10.2 Price, currency and tax. The Subscription is billed in the currency shown at checkout and on your invoice, at the price shown there. Prices are exclusive of value added tax (VAT). Subscriptions are invoiced by Brahim Ouasti EI, trading as Inumbra Labs, and each invoice shows our address, SIREN and VAT number. VAT is charged under French VAT rules, where it applies:

(a) a Practice established in France is charged French VAT where it applies, as the invoice shows;
(b) a Practice established in another Member State of the European Union that gives a valid VAT number is invoiced without French VAT under the reverse-charge mechanism (autoliquidation), and accounts for the VAT due in its own country;
(c) a Practice established outside the European Union is invoiced outside the scope of French VAT, and accounts for any tax due in its own country.

10.3 Adding a Seat. A Veterinarian's Seat is charged, pro rata for the rest of the current billing period, when they accept an invitation or when an Administrator approves their request to join, never when the invitation is sent. If that charge fails, the Veterinarian is not added: they are held as awaiting payment, and an Administrator can retry the payment.

10.4 Removing a Seat. When a Veterinarian is taken off Vetty Pro, leaves the Practice or deletes their account, their access ends at once and they are no longer listed. The Seat stays paid for until the Subscription renews and may be given to another Veterinarian in the meantime. A Seat still unassigned at renewal is removed automatically, with no credit and no refund.

10.5 Billing and renewal. The Subscription is billed in advance through Stripe and renews automatically at the end of each billing period until cancelled. A Subscription covers unlimited Consultations by the Veterinarian who holds the Seat. Promotions are applied as Stripe promotion codes at checkout.

10.6 Price changes. We announce a change to the Subscription price to the Administrators at least 30 days before it applies to the Practice's next renewal.

10.7 Waivers. We may waive the Subscription for a Practice, in writing, for a stated period with an end date. No Seat is needed while the waiver lasts. A waiver does not change the New-Client Fee rules.

10.8 Failed payments. If a Subscription payment fails, Stripe retries it over the following days, and we email the Administrators three times: on the day the payment fails, which is our notice under clause 14.2; 7 days later, as a reminder; and 12 days after the failure, to say that the Subscription will be suspended in 2 days. The Practice stays listed for a grace period of 7 days after the failed payment, then leaves the Listing Pages until payment succeeds. Clause 14.2 applies if the payment is still outstanding 14 days after it failed.

11. THE NEW-CLIENT FEE

11.1 The only other fee. Apart from the Subscription, Vetty charges the Practice one fee only: a one-time New-Client Fee on the first paid Consultation that a New Client books with the Practice after Marketplace Discovery. A booking made through a Practice Link never carries the New-Client Fee, even where the Client is new to the Practice. Vetty charges no processing fee, no commission on any other Consultation, and no fee to the Client.

11.2 The rate. The New-Client Fee is a percentage of the Consultation price. The standard rate is 30%. Where Vetty has agreed a different rate with the Practice in writing, that rate applies and is shown to the Practice in the Portal. The rate in force at the time of booking applies to that booking.

11.3 Who is a New Client. A Client is a New Client of the Practice unless, at the time of booking, the Practice already knows them through Vetty, that is:

(a) they have had a Consultation with the Practice booked on the Marketplace that was confirmed or took place;
(b) the Practice holds a patient record for their animal that it created or imported in the Portal or in Vetty Scribe;
(c) their email address appears in the client list the Practice has imported;
(d) an earlier introduction of that Client to the Practice has already been recorded, including one made during the Fee-Free Period; or
(e) the Practice has created an appointment for them in the Portal.

The Practice should add its existing clients to the Portal, one by one or by import, before it is listed and before it shares its Practice Links. A Client recorded before they book never carries the fee.

11.4 The Fee-Free Period. No New-Client Fee is charged on a Consultation booked during the 30 days after the Practice is first approved. An introduction made during that period is recorded and never carries the fee later. A later suspension and reinstatement does not start a new Fee-Free Period.

11.5 What never carries the fee. Bookings made through a Practice Link, appointments the Practice creates in the Portal, payment links, Consultations with a Client who is not a New Client, and Consultations priced at zero.

11.6 How it is collected. The New-Client Fee is collected by Stripe from the Client's payment for that first Consultation, as an application fee on the charge made on the Practice's Stripe Account. Where the Veterinarian reviews requests, it is collected when the payment is captured. It is shown in the Portal with the payment. It is charged once per Client and Practice.

11.7 Refunds made through Vetty. If a Consultation that carried the fee is refunded through Vetty, in full or in part, including on a Client's withdrawal before it begins (clause 13.4), the whole fee is returned to the Practice, and the Client becomes a New Client again. A request that is declined, expires or is cancelled before it becomes a Consultation carries no fee.

11.8 Refunds made outside Vetty. If the Practice refunds a Consultation outside Vetty, directly through Stripe:

(a) before the Consultation's scheduled start, the fee is returned to the Practice and the Client becomes a New Client again; a full refund also cancels the Consultation, while a partial refund leaves it in place;
(b) at or after the Consultation's scheduled start, the Consultation stands and Vetty keeps the fee, because the introduction and the service have been provided.

11.9 Monthly invoices. Each month we send the Practice an invoice for the New-Client Fees charged in the previous month, each shown at its amount after any refund made before the invoice is issued. Each invoice carries a sequential number; our name (Brahim Ouasti EI, trading as Inumbra Labs), address, SIREN and VAT number; the Practice's name, address and, where it has one, VAT number; and VAT as clause 11.12 describes. The Practice must keep the details in clause 5.7 up to date so that its invoices are correct.

11.10 Disputes. If the Practice believes a New-Client Fee was charged in error, for example for a Client it already had or for a booking made through a Practice Link, it may dispute the fee by email to support@vetty.app within 14 days of the date of the invoice that first lists the fee, with evidence from its own records. We review each dispute by hand and reply by email. Our record of the Practice's clients is presumed correct but can be rebutted by reasonable evidence. If the dispute is upheld, the fee is returned to the Practice. A fee not disputed within that period is final, except in case of our manifest error.

11.11 Honest attribution. During the 90 days after a New Client first views the Practice's Marketplace page or starts a booking with it, the Practice will not deliberately route that Client's first Consultation through a channel that avoids the New-Client Fee, such as a Practice Link, a payment link or an appointment created in the Portal, and will not record as an existing client a person it has not in fact treated before. We may ask the Practice for its records where a pattern suggests otherwise, no more than once a year, and the Practice will answer within 30 days.

11.12 Tax on the fee. The New-Client Fee is exclusive of VAT. VAT, where it applies, is shown on the monthly invoice according to the Practice's country, under the rules in clause 10.2: French VAT where it applies for a Practice established in France; reverse charge (autoliquidation) for a Practice established elsewhere in the European Union; and outside the scope of French VAT for a Practice established outside the European Union. A Practice established outside France accounts for any tax due on the fee in its own country.

11.13 Changes. We announce a change to the standard rate, or to any part of this clause 11, to the Administrators at least 30 days before it takes effect. An agreed rate changes only by agreement.

12. PAYMENTS THROUGH STRIPE

12.1 The Stripe Account. Consultation payments are collected through a Stripe Account the Practice opens from the Portal. Stripe's Connected Account Agreement and Stripe's Services Agreement apply to that account, and Stripe collects the identity and bank information it needs under its own terms. The Practice must complete Stripe's onboarding and keep its account in good standing; without charges and payouts enabled, the Practice cannot be booked. The Practice opens its Stripe dashboard through a link in the Portal.

12.2 Direct charges; the Practice is the merchant of record. Every Consultation payment, whether from a Marketplace booking or from a payment link, is a charge made on the Practice's own Stripe Account. The Practice is the merchant of record: it receives the payment, it issues any invoice or receipt the Client is entitled to, and it is responsible for any tax on the Consultation price. Vetty never holds the Client's money.

12.3 Stripe's fees. Stripe's processing fees on each Consultation payment are the Practice's. Stripe bills them to the Practice's Stripe Account directly, at Stripe's rates for that account. Vetty adds nothing to them and does not collect them. Vetty's only fee taken from a Consultation payment is the New-Client Fee, where it applies.

12.4 Refunds, disputes and losses. Refunds are debited from the Practice's Stripe balance. Chargebacks and disputes raised by a Client's bank, the disputed amounts and any dispute fee are handled between the Practice and Stripe under Stripe's rules and fall on the Practice's balance. Any negative balance is between the Practice and Stripe under Stripe's terms. Vetty may give Stripe the booking records needed to answer a dispute.

12.5 Payouts. Stripe pays the Practice's balance to its bank account on the schedule Stripe applies to the account. Vetty sets no payout schedule.

12.6 Our authority on the Stripe Account. The Practice authorises Vetty to create Consultation charges on its Stripe Account with the New-Client Fee as an application fee where it applies, to capture or cancel authorised payments, and to create refunds on it under clause 13.

13. CANCELLATIONS, REFUNDS AND NO-SHOWS

13.1 The rules. The cancellation and refund rules in our Terms of Service apply to every Consultation booked on the Marketplace. They apply in addition to the Client's statutory rights, including the right of withdrawal in clause 13.4, and never reduce them. In summary:

(a) a Client who cancels 60 minutes or more before the start is refunded in full;
(b) a Client who booked less than 60 minutes before the start and cancels within 15 minutes of booking, before the start, is refunded in full;
(c) any other cancellation by the Client is not refunded;
(d) a Client who has not joined within 15 minutes of the start, while the Veterinarian has joined, is a no-show and is not refunded;
(e) if the Practice cancels, if the Veterinarian has not joined within 15 minutes of the start, or if nobody joins, the Client is refunded in full;
(f) a request that the Veterinarian has not accepted can be cancelled at any time before acceptance; the hold is released and nothing is charged.

13.2 Rescheduling. A Client may reschedule a confirmed Consultation to another available slot with the same Veterinarian, up to twice, and at least 1 hour before it starts. Nothing more is charged.

13.3 Faults in the service. If a fault in Vetty prevents a Consultation from taking place, we arrange, at the Client's choice, a full refund from the Practice's Stripe Account or a new time with the same Veterinarian at no extra cost. On a refund, any New-Client Fee is returned under clause 11.7.

13.4 Withdrawal by Clients in the European Union. A Client who lives in the European Union may withdraw from the contract for a Consultation within 14 days of the booking being confirmed, as section 10 of our Terms of Service describes. Before paying, the Client asks for the Consultation to be provided within the withdrawal period and acknowledges that the right ends once the Consultation has been fully provided.

(a) Vetty as the Practice's agent. The Practice appoints Vetty as its agent to receive withdrawal notices from Clients (at support@vetty.app or by any other clear statement made to us) and to make the refunds that follow, on the Practice's behalf. A withdrawal notice received by Vetty is received by the Practice. If the Practice receives a withdrawal notice itself, it must forward it to us at once.
(b) Before the Consultation begins. If the Client withdraws before the Consultation begins, we refund the Client in full, whatever clause 13.1 says, without undue delay and at the latest 14 days after we or the Practice receive the notice. Where the payment was only authorised, we release the hold instead. The Consultation is cancelled, the New-Client Fee is returned to the Practice, and the Client becomes a New Client again.
(c) After the Consultation has begun. If the Client withdraws after the Consultation has begun but before it has been fully provided, the Client pays an amount in proportion to what was provided before the notice. We refund the rest on the Practice's behalf after asking the Practice for its view. The Consultation stands, and the New-Client Fee is kept as clause 11.8(b) describes.
(d) From the Practice's balance. Every such refund is made from the Practice's own Stripe Account and is debited from its Stripe balance, like any other refund.

13.5 Refunds by the Practice. The Practice may also refund a Client itself through Stripe. Clause 11.8 sets out the effect on the Consultation and on the New-Client Fee.

13.6 Reliability. A Practice that repeatedly cancels or misses Consultations may be removed from the Listing Pages under clause 14.4.

14. SUSPENSION

14.1 What suspension never does. Suspension never deletes the Practice's data and never cancels a booking already made. The Practice keeps access to its records and can export them, and must honour the Consultations already booked.

14.2 Suspension for non-payment. If a Subscription payment remains unpaid 14 days after it failed, we suspend the Subscription. The first email described in clause 10.8, sent on the day of the failure, is our notice of this suspension, and the emails sent 7 and 12 days after the failure remind the Practice of it. While it is suspended, the Practice and its Veterinarians are not listed and cannot take new bookings. When the amount due is paid, the Subscription resumes.

14.3 No set-off. We do not deduct unpaid Subscription charges from Consultation payments or payouts.

14.4 Suspension for breach or risk. We may suspend the Practice, a Member or a listing with immediate effect where there is a serious breach of these terms, a risk to animal welfare or to a Client, suspected fraud, a licence that is in doubt, or a legal requirement. When we suspend or restrict the Practice or a listing, we tell the Practice why, by email to its Administrators, at the latest when the suspension takes effect and, where possible, how to remedy it. The Practice may contest a suspension by writing to support@vetty.app, and we will review it and reply.

15. CANCELLING, CLOSING, LEAVING AND TERMINATION

15.1 Cancelling the Subscription. An Administrator may cancel the Subscription at any time from the billing portal that the Practice's Billing page opens. Cancellation takes effect at the end of the current billing period; the Practice keeps its access until then, and its data stays in place. Cancelling Vetty Pro does not affect a Vetty Scribe subscription, and the reverse. Except where the law gives a right to a refund, Subscription payments are not refundable.

15.2 Closing the Practice. An Administrator may close the Practice from the practice settings. A Practice cannot be closed while it has Consultations still to take place. Closing takes effect as soon as it is confirmed:

(a) every subscription the Practice holds, Vetty Pro and Vetty Scribe, is cancelled at once, with no refund or credit for the unused part of the period paid for, except where the law requires one;
(b) the Practice and its Veterinarians leave the Marketplace;
(c) every Member loses access at once and open invitations are withdrawn;
(d) every Member is told by email, a notice that cannot be switched off.

Closing does not close the Practice's Stripe Account, which is between the Practice and Stripe.

15.3 After closing. For 30 days after closing, the person who closed the Practice can download an export of its records and can reopen it, unless they have since joined another Practice. A Practice closed because its last Member moved elsewhere cannot be reopened. Reopening restores access but not cancelled subscriptions or withdrawn invitations. After 30 days the Practice's records are erased as clause 16 describes, and the Practice cannot be reopened. If the last Member of a Practice that holds records moves to another Practice or deletes their account, the Practice is closed in the same way; a Practice that holds no records is deleted.

15.4 Deleting an account. A Member can delete their own account from their account settings and is signed out everywhere at once. If others remain in the Practice, the Member leaves it: their Seats are released, they are no longer listed, and the records and reports they wrote stay with the Practice. The only Administrator cannot delete their account while others remain, and nobody can while they have Consultations still to take place. For 30 days the account can be kept by signing in again and choosing to keep it; after that it is erased as our Privacy Policy describes.

15.5 Termination by us. We may end these terms for a Practice on 30 days' written notice to its Administrators, with our reasons. We may end them with immediate effect, with our reasons, where the Practice has seriously or repeatedly breached these terms, where a legal or regulatory requirement obliges us to, or where continuing would put animals, Clients or the Marketplace at risk. If we end these terms other than for the Practice's breach, we refund the unused part of any Subscription period paid in advance.

15.6 Data on termination. When these terms end for any reason, clause 15.3 and clause 16 apply as if the Practice had been closed on the day they end, and the DPA governs the return and deletion of the Practice Records.

16. ERASURE AND WHAT IS KEPT

16.1 Erasure after closing. Thirty days after a Practice is closed, we erase:

(a) its notes on clients, patients and appointments, its client and patient records, and its client imports;
(b) the files it added to appointments;
(c) the clinical text of its appointment records: the Veterinarian's notes, the consultation record, the transcript and the clinical note of each report;
(d) its licence submissions and documents, its photos and logo, and any Vetty Scribe records it holds;
(e) its memberships, requests to join and exports, and the contact and address details on the Practice's own record.

A client account that the Practice created from an email address it entered is erased as well, but only if the Client never signed in to it or confirmed it, and no other Practice and no booking refers to it.

16.2 What the Client keeps. The copies that each Client keeps in their own vetty.app account (their intake answers, the chat messages and files, and the version of each signed report written for them) stay there, under Vetty's control as controller, until the period in clause 9.3 ends. The reviews they left also remain theirs.

16.3 What we keep for tax and accounting. We keep for 7 years, for tax, accounting and legal claims: the Practice's name and country and its billing identifiers; its subscriptions, invoices, payments, payouts, fees and refunds; and the appointment records themselves without the Practice's clinical text.

17. CONFIDENTIALITY

Each party will keep confidential the other's non-public information that it receives under these terms, including the Practice's commercial terms with Vetty, Client data and Vetty's non-public product information, and will use it only for the purposes of these terms. This does not apply to information that is public, already known to the receiving party, independently developed, or that must be disclosed by law, by a court or to a regulator. These obligations last for the duration of these terms and for 5 years after they end, and for as long as the law requires in the case of personal data.

18. INTELLECTUAL PROPERTY

18.1 Ours. The Portal, the Marketplace, their software, design, text and graphics, and the Vetty name and logos belong to us or to our licensors. We grant the Practice and its Members a non-exclusive, non-transferable licence to use them under these terms for the Practice's own business, for as long as these terms last.

18.2 Yours. The Practice's records, its profile, its logo, the content its Members add and the reports its Veterinarians sign remain the Practice's. The Practice grants us a non-exclusive licence to host, process, display and transmit them as needed to provide the service, and to show the Practice's and its Veterinarians' public profile, logo, photos and licence details on the Marketplace, for as long as these terms last and afterwards as clause 16 allows.

18.3 Feedback. We may use suggestions and feedback about the service without obligation.

19. ACCEPTABLE USE

The Practice and its Members must not:

(a) give false information, submit a document that is not genuine, or use another person's account;
(b) use the Portal for any purpose other than the Practice's veterinary business;
(c) collect data from the Marketplace by automated means;
(d) interfere with the service or its security, or try to reach data they are not authorised to see;
(e) copy, modify or reverse engineer the service, except as the law permits;
(f) use Client data beyond what the Consultation and the Practice's records require;
(g) post content that is unlawful, defamatory or misleading, including in replies to reviews; or
(h) solicit, write or reward reviews of the Practice.

20. WARRANTIES AND DISCLAIMERS

20.1 Our commitment. We will provide the service with reasonable skill and care and substantially as described in the Portal.

20.2 Limits. Beyond that, and to the extent the law allows, the service is provided as it is and as available. We do not promise that it will be uninterrupted or error-free, or that it will generate any volume of bookings. Draft reports are produced by artificial intelligence and may contain errors; the Veterinarian's review is the safeguard, and we give no warranty as to their accuracy. We are not responsible for the conduct of Clients, for the availability of Stripe or of any other third-party provider, or for the Practice's compliance with its own professional rules.

21. LIABILITY

21.1 What is not limited. Nothing in these terms limits or excludes either party's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, or for anything that the law does not allow to be limited or excluded.

21.2 Excluded losses. Subject to clause 21.1, neither party is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of business or loss of goodwill.

21.3 The cap. Subject to clause 21.1, each party's total liability to the other for all claims arising out of or in connection with these terms and the DPA is limited to the total fees the Practice paid to Vetty under these terms (Subscription charges and New-Client Fees) in the 12 months before the event giving rise to the first claim. This cap does not apply to the Practice's payment obligations or to the Practice's indemnity under clause 22.1(a) to (c).

22. INDEMNITIES

22.1 By the Practice. The Practice will compensate us for the loss, damage and reasonable costs we suffer from a claim by a Client, a regulator or any other third party, to the extent that the claim arises from:

(a) the clinical content of a Consultation or of a signed report;
(b) a Veterinarian practising without a valid licence or outside its scope, or a breach of clause 7, including the warranty in clause 7.3;
(c) a recording made in breach of clause 8.4;
(d) the Practice's breach of the DPA or of data-protection law as controller; or
(e) the Practice's taxes on its Consultations.

22.2 By us. We will compensate the Practice for the loss, damage and reasonable costs it suffers from a claim by a third party that the Practice's use of the Portal in accordance with these terms infringes that third party's intellectual property rights. This does not apply to content the Practice or its Members add.

22.3 Conduct of claims. The party seeking compensation must tell the other promptly of the claim, let it take part in or take over the defence, not settle the claim without its consent (which it will not unreasonably withhold), and take reasonable steps to limit its loss. An indemnity is reduced to the extent that the loss was caused by the party seeking compensation.

23. CHANGES TO THESE TERMS

We may change these terms. For a material change, including a change to the fees, to the standard New-Client Fee rate or to the DPA, we will give the Practice at least 30 days' notice by email to its Administrators and in the Portal before it takes effect. A change required by law, or needed urgently for security, may take effect sooner, and we will explain why. If the Practice does not accept a change, it may cancel its Subscription or close the Practice before the change takes effect; continuing to use the Portal after that date means the Practice accepts it.

24. GOVERNING LAW AND DISPUTES

24.1 Law. These terms, and any dispute or claim arising out of or in connection with them or their subject matter, including non-contractual disputes or claims, are governed by French law.

24.2 Complaints and informal resolution. The Practice may raise any complaint about the service, including about a suspension, a listing or a fee, by writing to support@vetty.app. If a dispute arises, either party may start informal resolution by written notice, and the parties will negotiate in good faith for at least 30 days before either of them starts proceedings.

24.3 Courts. The courts of Pontoise, France, have exclusive jurisdiction over any dispute that is not resolved, even where there are several defendants or third-party claims, and each party submits to it. Either party may apply to any court of competent jurisdiction for urgent or injunctive relief, or to protect its intellectual property, without first following the informal step.

24.4 Mandatory law. Nothing in this clause 24 removes a right that the law of the country where the Practice is established gives it and that cannot be excluded by agreement.

25. GENERAL

25.1 Entire agreement. These terms, with the DPA and the prices shown at checkout, are the whole agreement between the Practice and us about Vetty Pro and replace any earlier agreement on the same subject.

25.2 Order of precedence. Where these terms and the DPA differ on the processing of personal data, the DPA prevails.

25.3 Invalidity and waiver. If a part of these terms is found invalid, the rest continues to apply. Not enforcing a right does not waive it.

25.4 Transfer. We may transfer our rights and obligations to a successor of our business, and will tell the Practice when we do. The Practice may not transfer its account without our consent.

25.5 Force majeure. Neither party is responsible for a failure caused by something beyond its reasonable control, except for payment obligations.

25.6 Independence. Except for the limited authority the Practice gives us in clause 13.4 to receive withdrawal notices and issue refunds on its behalf, nothing in these terms creates a partnership, joint venture, employment or agency between the parties.

25.7 Notices. Notices to the Practice are given by email to its Administrators and in the Portal. Notices to us are sent to support@vetty.app, or to privacy@vetty.app for data protection.

25.8 Electronic acceptance. Electronic acceptance and electronic records are binding and are proof of the agreement.

25.9 Survival. Clauses 7, 9, 11, 16, 17, 18, 21, 22, 24 and 25 and the DPA survive the end of these terms for as long as they are relevant.

26. CONTACT

Brahim Ouasti EI, trading as Inumbra Labs
Individual entrepreneur (entrepreneur individuel) registered in France (RNE), SIREN 538 543 034, intra-community VAT number FR24538543034
Support: support@vetty.app
Privacy: Brahim Ouasti, privacy@vetty.app