TERMS OF SERVICE

Last updated 29 October 2026

1. ABOUT THESE TERMS

1.1 Who we are. 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 you, the person who visits vetty.app or uses it to book a video consultation for an animal in your care ('you').

1.2 What they cover. They apply to the website at https://vetty.app, to the accounts, bookings, video consultations and reports made through it, and to every email and notification we send about them (together, the 'Service').

1.3 Other terms. Veterinary practices, veterinarians and practice staff use Vetty through Vetty Pro under our Practice Terms at https://vetty.app/practice-terms, not under these terms. Vetty Scribe, our consultation-notes product for in-person work, has its own terms at https://vettyscribe.com/terms.

1.4 Accepting these terms. You accept these terms when you create an account. If you use the Service without an account, for example to browse the Marketplace or to join a call as a Guest, the parts of these terms that concern that use apply to you. If you do not agree, do not use the Service. Our Privacy Policy at https://vetty.app/privacy-policy explains how we handle your personal data, and our Cookie Policy at https://vetty.app/cookie-policy explains the cookies we use.

1.5 Age. You must be at least 18 years old to create an account or book a consultation. By creating an account you confirm that you are. A parent or guardian books on behalf of a younger person from their own account.

1.6 Language and your rights. These terms are written in English, and the English text governs. We publish translations into other languages; each is provided for convenience only. Nothing in these terms takes away any right you have under the mandatory consumer-protection law of the country where you live. Section 24 sets out some of those rights country by country.

2. DEFINITIONS

In these terms:

Consultation: a video consultation between you and a Vet, booked or held through the Service.
Guest: a person you invite to join a Consultation through the guest link on your appointment.
Marketplace: the search and listing pages of vetty.app, and the profile pages they lead to, on which Practices and Vets can be found and booked.
Practice: a veterinary practice listed on, or bookable through, the Service. A Vet who practises independently is also a Practice.
Practice Link: a booking link a Practice shares with its own clients, for the Practice (vetty.app/c/…) or for one of its Vets (vetty.app/v/…).
Recording: the audio recording of a Consultation described in section 11.
Report: the written consultation report the Vet signs after a Consultation, including the version written for you.
Transcript: the written transcript made from a Recording.
Vet: a veterinarian who gives Consultations on behalf of a Practice.
Vetty Pro: the product Practices use: the practice portal at https://pro.vetty.app, its subscriptions and the Practice's listing on the Marketplace.
Your content: has the meaning given in section 14.

3. WHAT VETTY DOES

3.1 Vetty is an intermediary. Vetty is an online marketplace. It lets you find Practices and Vets, book a Consultation with them, pay for it, hold the Consultation and receive its Report, all in one place.

3.2 Your contract for the Consultation is with the Practice. The veterinary services are provided by the Practice, not by us. When you book, your contract for the Consultation is with the Practice, which is the seller of the Consultation, the merchant that charges you and the professional responsible for the care given. Every Practice on the Service is a business acting in the course of its profession, so the consumer-protection law that applies to purchases from a business applies to your contract with it. We provide the technology and the introduction. We do not practise veterinary medicine, we employ no veterinarians and we hold no veterinary licence.

3.3 Licence checks. Before a Practice or a Vet can be booked, a member of our team reviews the trade licence the Practice uploads and the veterinary licence each Vet uploads, and checks that each is current. The licence number, the issuing authority and a 'Verified' mark showing that we have completed this review appear on the Practice's and the Vet's public profiles. We review the documents we are given; we do not check every licence against a regulator's register, and we cannot guarantee that a document is genuine. A Vet must tell us of any change to their licence or to the country where they practise, and we may pause their profile until we have checked the licence again. When a licence expires, the profile leaves the Marketplace and cannot take new bookings; bookings already made are not affected. A listing is not a recommendation: you choose the Practice and the Vet.

3.4 How the Marketplace orders results. Only a Practice that holds a Vetty Pro subscription, has passed the checks in 3.3 and can accept payments appears on the Marketplace, and only those of its Vets that its subscription covers. Unless you choose another order, Practices are ranked by average rating, then by number of reviews, then by name, and Vets by whether they are available to consult now, then by average rating, then by number of reviews, then by name. In search results, Vets with free slots on the date you chose come first. You can instead sort by rating or by price, and filter by animal, concern, price, language, location and time of day. The Practices featured on the home page are Practices in your country, as section 5.1 determines it; where your country has none, that section of the page is not shown. No Practice pays for a higher position.

3.5 How Vetty is paid. You pay Vetty nothing. Practices pay us a subscription for Vetty Pro and, when a client who is new to a Practice finds it on the Marketplace and books it for the first time, a one-time fee calculated on the price of that first Consultation. No such fee is due on a booking made through a Practice Link. These fees are the Practice's cost. They are never added to the price you pay.

4. REMOTE CONSULTATIONS, THEIR LIMITS AND EMERGENCIES

4.1 Video only. Every Consultation is a video call. There is no in-person mode.

4.2 Not for emergencies. A video consultation is not a substitute for examining an animal in person, and it is not for emergencies. If an animal is in pain, injured, bleeding, struggling to breathe, has collapsed, has swallowed something dangerous or is otherwise in urgent need, contact a veterinary clinic or an emergency service near you immediately instead of booking on Vetty.

4.3 What the Vet can do remotely. The Vet decides, with professional judgement, what can be assessed, advised or prescribed remotely. Where the law that applies to the Vet, the Vet's professional rules or the animal's condition require an examination in person, the Vet may decline to diagnose or prescribe, may end the Consultation early and refer you to a clinic, and may give general advice only. Any prescription is governed by the rules that apply to the Vet, and no Consultation guarantees that one will be issued.

4.4 No guaranteed outcome. The Practice must provide the Consultation with reasonable skill and care, but no particular diagnosis, treatment or outcome is or can be guaranteed. You remain responsible for deciding, with the Vet's advice, what care your animal receives.

5. WHERE YOU CAN BOOK

5.1 The Marketplace is limited to your country. The Marketplace shows, and lets you book, only Practices in your country. Your country is the country you have stated in your account. If your account has no country yet, we ask you once to choose it, suggesting the country we derive from your internet connection's IP address, and we save your choice to your account. The IP address of the device you use never decides on its own which Practices you may book. Before you sign in, the Marketplace shows Practices in the country you select on the site or, if you have not selected one, in the country we derive from your IP address.

5.2 Practice Links work wherever you are. A Practice may send you a Practice Link so that you can book it as one of its own clients. A Practice Link opens wherever you are, including outside the Practice's country. A Practice that shares Practice Links confirms to us that it may treat its clients remotely in this way.

5.3 Remote-care notice on Practice Link bookings. When you book through a Practice Link, the booking page shows this notice, and you confirm that you have read it before you pay:

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.

5.4 Your responsibility for local rules. If you and your animal are outside the Practice's country, you are responsible for following the rules of the place where you are, for example on medicines.

6. YOUR ACCOUNT

6.1 Signing up. You create an account with an email address and a password, or with your Google account. When you register with an email address, we send a one-time code to that address to confirm that it is yours. You need a confirmed account to book a Consultation or to join one you booked.

6.2 One Vetty account. Your account is a single Vetty account: the same sign-in is used on vetty.app, on Vetty Pro and on Vetty Scribe. An account that belongs to a practice is managed and deleted from Vetty Pro or Vetty Scribe, where the practice's records are dealt with as the Practice Terms describe.

6.3 Keeping it secure. Keep your password confidential. You are responsible for everything done through your account until you tell us at support@vetty.app that it has been used without your authority. The information you give us must be true, accurate and kept up to date. We may suspend or close an account opened with false information, as section 20 describes.

7. BOOKING

7.1 What you book. You choose a Practice or a Vet, a date and time among the slots the Vet offers, the animal the Consultation is about and the reason for it. Before the call you may complete a short intake questionnaire and add photos, which help the Vet prepare. The intake can be changed until the Vet joins or the Consultation starts.

7.2 The price. The price shown when you book is set by the Practice and is the full amount you pay for the Consultation, including any tax the Practice must charge. Vetty charges you no booking, platform or service fee. Prices are shown and charged in the Practice's currency; if that is not your card's currency, your bank may charge you for converting it.

7.3 Confirmed at once, or on request. Some Vets accept bookings automatically: your booking is then confirmed and paid as soon as your payment succeeds. Other Vets review each request first. In that case your payment is authorised, not taken: a hold is placed on your payment method for the price of the Consultation, and the money is taken only when the Vet accepts your request, at which point the booking is confirmed. If the Vet declines, or does not answer in time, the hold is released and nothing is charged. A request expires 24 hours after it was made or 30 minutes before the requested time, whichever comes first. A Vet may suggest other times instead; the hold stays in place while you decide, and you may accept a suggestion or decline it. If a hold cannot be released at once, your bank releases it automatically, usually within 7 days.

7.4 Time to pay. A checkout that is not completed within 30 minutes expires and the slot is released. If money is taken but no booking results, for example because someone else booked the slot first or because you paid twice, you are told and the amount is refunded in full.

7.5 Bookings a Practice makes for you. A Practice may create an appointment for you itself and, where it is a paid appointment, send you a payment link. The appointment is confirmed when the link is paid, and the link expires at the time it states. These terms apply to such appointments too.

7.6 Confirmation and reminders. We confirm each booking by email and on your appointments page. We send you a reminder before each Consultation by email and in the app; you can switch reminders off in your notification settings.

8. PAYMENT

8.1 You pay the Practice. Payments are processed by Stripe. Each payment is made directly to the Practice's own Stripe account: the Practice receives the money and is the merchant that charges you. The charge usually appears on your bank statement under a name that starts with 'VETTY' followed by the Practice's name. Vetty does not hold your money at any point. Where the Practice owes Vetty the fee described in 3.5, Stripe deducts it from the Practice's share, never from you.

8.2 Payment methods. You may pay with a payment card or with any other payment method Stripe offers at checkout. Where checkout offers it, you may save a card for later bookings; it is stored by Stripe, never by us, and we remove it on request to support@vetty.app. We never see or store your full card number.

8.3 Your authorisation. By confirming a booking you authorise the Practice, through Stripe, to take or to hold the amount shown and, if a refund is due, to return it to the same payment method.

8.4 Errors and refusals. If the price shown for a Consultation is an obvious error, the Practice may correct it, even after you have booked; if you do not wish to go ahead at the corrected price, you may cancel for a full refund. We may refuse, limit or cancel a booking where we reasonably suspect fraud, abuse or a breach of these terms, or where the law requires. Any amount you paid for a booking cancelled for those reasons is refunded unless the law allows or requires otherwise.

9. CANCELLATION, RESCHEDULING, NO-SHOWS AND REFUNDS

Because a Consultation reserves a Vet's time, the rules in this section apply. Refunds are of the price you paid. These rules apply in addition to your statutory rights, including the right of withdrawal in section 10 and the rights in section 24, and never reduce them.

9.1 If you cancel. You may cancel a confirmed Consultation from your appointments page.

Cancelled 60 minutes or more before the scheduled start: full refund.
Booked less than 60 minutes before the start and cancelled within 15 minutes of booking, before the start: full refund.
Any other cancellation by you: no refund.

9.2 If you cancel a request. If your booking is still a request the Vet has not accepted, cancelling it releases the hold and nothing is charged.

9.3 If you reschedule. You may move a confirmed Consultation to another available slot with the same Vet up to 60 minutes before it starts, and at most twice per booking. Your payment stays with the booking and nothing more is charged.

9.4 If the Practice cancels or the Vet does not attend. If the Practice cancels, or the Vet has not joined the call within 15 minutes of the scheduled start, the Consultation is cancelled and you are refunded in full. If neither you nor the Vet has joined within those 15 minutes, the Consultation is also cancelled and refunded in full.

9.5 If you do not attend. If the Vet has joined but you have not joined the call within 15 minutes of the scheduled start, the Consultation is recorded as a no-show and the price is not refunded. A Vet cannot record you as a no-show once you have joined.

9.6 If a fault in the Service prevents the Consultation. If a fault in the Service prevents a Consultation from taking place, write to support@vetty.app and we will arrange a full refund or, if you prefer, a new time with the same Vet at no extra cost. This does not cover faults in your own device, software or internet connection.

9.7 After the Consultation. Once a Consultation has taken place, its price is not refundable under these rules, and dissatisfaction with the clinical findings or advice is not by itself a ground for a refund. This does not affect your statutory rights where the Consultation was not provided with reasonable care and skill. If the Vet ends the Consultation early because your animal needs to be seen in person, the Practice may refund you in full or in part; ask the Practice, or write to us and we will raise it with the Practice.

9.8 How refunds are made. We operate the refunds these rules give you on the Practice's behalf, so you do not need to ask the Practice for them. A refund is returned to the payment method you used, from the Practice's Stripe account. Stripe and your bank usually take five to ten business days to show it.

9.9 Refunds a Practice makes outside Vetty. A Practice may also refund you directly from its own Stripe account rather than through Vetty. If it refunds the full price before the scheduled start, the Consultation is cancelled and you and the Vet are told. A partial refund before the start does not cancel the Consultation, which goes ahead as booked. A refund of any amount made at or after the scheduled start does not change the Consultation, which stands as held or as a no-show.

9.10 Disputes with your bank. If you believe a charge is wrong, write to support@vetty.app first; most questions are settled within a few days. A chargeback you raise with your bank is handled by the Practice and Stripe under Stripe's rules.

10. YOUR RIGHT OF WITHDRAWAL

10.1 Who has it. This section applies if you live in the European Union. It gives you the right of withdrawal under Directive 2011/83/EU on consumer rights as it applies in your country. It applies to your contract with the Practice for a Consultation.

10.2 The withdrawal period. You may withdraw from the contract for a Consultation, without giving any reason, within 14 days of the day the contract is made. The contract is made when your booking is confirmed: when your payment succeeds, when the Vet accepts your request, or when you pay a Practice's payment link.

10.3 Your request that the Consultation is provided within the period, and when the right ends. Most Consultations take place within 14 days of booking. Before you pay, the booking page therefore asks you to confirm this statement:

I ask the practice to provide this consultation before the 14-day withdrawal period ends. I understand that I lose my right of withdrawal once the consultation has been fully provided, and that if I withdraw after it has begun I pay for what has been provided up to then.

Your right of withdrawal ends once the Consultation has been fully provided. If you withdraw after the Consultation has begun but before it has been fully provided, you pay an amount in proportion to what was provided before you told us.

10.4 How to withdraw. To withdraw, tell us or the Practice clearly, before the withdrawal period ends, that you are withdrawing. You may write to support@vetty.app, which receives withdrawals on the Practice's behalf, or use the model form in the Annex to these terms; you do not have to use it. It is enough to send your message before the period ends. Cancelling from your appointments page also ends the booking, but if the cancellation rules in section 9 give you less than a full refund, write to us to exercise your right of withdrawal.

10.5 Your refund. If you withdraw before the Consultation begins, you receive a full refund, whatever section 9 says. We arrange the refund on the Practice's behalf, without undue delay and at the latest 14 days after the day we or the Practice receive your withdrawal, to the payment method you used, at no cost to you. Where your payment was only authorised, the hold is released instead.

11. THE CONSULTATION

11.1 Joining. The call takes place in your browser. You join from your appointments page, from 10 minutes before the scheduled start; the Vet joins from Vetty Pro. Other members of the Practice may also join to support the Vet.

11.2 Guests. You may invite another person to join the call as a Guest by sharing the guest link shown on your appointment, which works for 24 hours. You are responsible for whom you invite and for telling them that the call is held under these terms. A Guest is asked for consent to recording like everyone else (11.3).

11.3 Recording needs everyone's consent. Before anyone enters the call, each participant, including you, the Vet and any Guest, is asked whether they agree to the audio of the Consultation being recorded and transcribed. Each answer is stored with the time it was given.

If everyone agrees, the microphone audio of each participant is recorded while the Consultation takes place. Video and screen sharing are never recorded.
If anyone declines, the Consultation goes ahead without recording: no audio is recorded, no Transcript is made and no AI-drafted Report is prepared. Any Report you then receive is written by the Vet without AI assistance.

Declining changes nothing else: the price, the Consultation and your rights under these terms stay the same.

11.4 What happens to the audio. The Recording is used only to make the Transcript. It is stored privately and deleted as soon as the Transcript has been stored. If a Consultation does not complete, its audio is deleted, at the latest within 24 hours.

11.5 Chat and files. Before and during the call you and the Vet may exchange messages and files. They are kept with the Consultation and are visible to you and to the Practice.

11.6 Conduct. Treat the Vet and everyone else on the call with respect. A Vet may end a call in which anyone is abusive, and the Consultation then counts as held.

12. THE TRANSCRIPT, THE AI-DRAFTED REPORT AND OUR AI PROVIDERS

12.1 How the Report is drafted. Where the Consultation was recorded (11.3), the Recording is transcribed by an automated speech-to-text service. A draft Report is then prepared with artificial intelligence from the Transcript, the intake and your animal's profile. The draft has two versions: a clinical note for the Practice, and a version written for you in your account's language.

12.2 The Vet reviews and signs it. The draft is only a draft. The Vet reviews and corrects both versions and signs the Report. Only a signed Report is sent to you, by email and on your appointments page. The Report reflects the Vet's professional opinion, not ours, and the Practice remains responsible for it. No decision about you or your animal is made by the AI alone. Keep a copy of every Report you receive.

12.3 Our AI providers. We use these providers for this work:

ElevenLabs turns the Recording into the Transcript. We have opted out of the use of our data for training in our ElevenLabs account settings. Once we have stored the Transcript, we ask ElevenLabs to delete its copy.
Anthropic (the Claude models) drafts the Report. Anthropic's commercial terms bar it from training its models on our customers' content.
OpenAI may be used instead of Anthropic. OpenAI does not use data sent through its API for training unless the customer opts in, which we have not done.

None of our AI providers may train its models on your data. Each may keep what we send it for a short time under its own terms, to monitor for abuse; OpenAI keeps such records for up to 30 days. Our Privacy Policy names every provider, where each one processes data and the safeguards for transfers outside the European Union.

13. REVIEWS

13.1 Who can review. After a completed Consultation, the account holder who booked it may rate the Vet from 1 to 5 stars and leave a written review, once per Consultation. Because only someone whose Consultation was completed can leave a review, every review comes from a person who used the Vet's services. We do not otherwise check what a review says.

13.2 How reviews are shown. Reviews are shown publicly on the Practice's and the Vet's pages with the name on your profile, and they count toward the Vet's average rating. The Vet may reply publicly. We do not pay for reviews, we do not edit them, and we do not remove a review because it is negative.

13.3 Rules for reviews. A review must be based on your own experience, must be truthful and must not be offensive, discriminatory or defamatory, or contain anyone's personal details. We may remove a review that breaks these rules or the law, and we will tell you why (15.3). We do not endorse reviews.

14. YOUR CONTENT

14.1 It stays yours. The information you give the Service about yourself and your animals, including pet profiles, health records, photos, documents, intake answers, messages, files and reviews ('your content'), remains yours.

14.2 Permission to use it. You give us permission to store, display and process your content as needed to run the Service and to share it with the Practice you book with, for the purpose of your Consultations. You give the Practice permission to use it to care for your animal and to keep its records. We claim no other rights in your content, and we never sell it.

14.3 Your promises. You confirm that you have the right to share your content and that it is accurate. We may remove content that is unlawful, harmful or in breach of these terms.

14.4 Feedback. If you send us a suggestion or feedback about the Service, we may use it without owing you anything.

15. ACCEPTABLE USE AND REPORTING CONTENT

15.1 What you must not do. You agree not to:

use the Service for any unlawful purpose or in breach of these terms;
book Consultations you do not intend to attend, or use the Service to harass a Vet or anyone else;
give false information, impersonate anyone or use another person's account;
record a Consultation yourself, by any means, without the consent of everyone on the call;
collect data from the Service by automated means, scrape it or build a database from it;
interfere with the Service, its security or its infrastructure, or attempt to access accounts or data that are not yours;
copy, modify, reverse engineer or resell any part of the Service except as the law permits;
use the Service to advertise or sell goods or services, or to compete with us.

15.2 Reporting content. If you see content on the Service that you believe is illegal or breaks these terms, such as a review, a profile or a message, tell us at support@vetty.app with the page it is on and why. We review every report promptly and tell you what we decided.

15.3 Our decisions. If we remove your content, restrict your account or refuse a booking because of your content or conduct, we tell you what we did and why, unless the law prevents it. You may contest the decision by writing to support@vetty.app, and a person who did not take it will look at it again.

16. OUR INTELLECTUAL PROPERTY

The Service, its software, design, text, graphics and the Vetty name and logos belong to us or to our licensors and are protected by intellectual property law. We grant you a personal, non-transferable, revocable licence to use the Service for your own purposes under these terms. All rights not expressly granted are reserved.

17. THIRD-PARTY SERVICES

Payments are processed by Stripe under its own terms. Signing in with Google is subject to Google's terms. Video calls run on LiveKit, whose servers route each participant's call through the server nearest to them. Map images on practice pages are loaded from Mapbox. Links to other websites are provided for convenience; we are not responsible for their content or their handling of your data.

18. PRIVACY AND HOW LONG WE KEEP CONSULTATION RECORDS

18.1 Privacy. Our Privacy Policy describes what personal data we collect, why, where it is stored and processed, how long we keep it and your rights. We are established in France and your data is stored in the European Union; some of our providers process it outside the European Union, including in the United States, under appropriate safeguards, as the Privacy Policy explains.

18.2 Consultation records. The content of your Consultations with a Practice (the intake, messages and files, the Transcript and the Report) is kept for 5 years after your last Consultation with that Practice, and then deleted. This applies whether or not you still have an account. The Privacy Policy explains what else we keep, for how long, and what happens to these records if a Practice closes.

19. AVAILABILITY AND CHANGES TO THE SERVICE

We work to keep the Service available at all times, but we cannot guarantee that it will never be interrupted, for example for maintenance, a fault, or a failure of a provider or a network. Where an interruption prevents a Consultation, section 9.6 applies. We may improve, change or withdraw features of the Service. Where a change materially reduces what you can do with it, we will tell you in advance.

20. SUSPENSION AND ENDING YOUR ACCOUNT

20.1 Deleting your account. You may delete your account at any time from your account settings. Cancel any upcoming Consultation first; section 9 applies to it. When you delete your account, your profile is anonymised at once: your name, contact details, country and photo are removed from the Service. Keep copies of the Reports you want before you delete it.

20.2 What is kept. Consultation records are kept as 18.2 describes, as part of the Practice's clinical record. Payment and invoice records, and a minimal record of who you were, are kept for as long as tax and accounting law requires. The Privacy Policy gives the periods.

20.3 By us. We may suspend or close your account if you breach these terms, if we reasonably suspect fraud or abuse, if the law requires, or if we stop providing the Service. Except where the breach is serious or the law prevents it, we tell you the reason in advance and give you a chance to respond, and 15.3 applies. If we close your account for a reason that is not your breach, any Consultation already paid for and not yet held is refunded in full.

20.4 What continues. Sections 9, 10, 14, 16, 18 and 22 to 26 continue to apply after your account ends.

21. CHANGES TO THESE TERMS

We may change these terms to reflect changes to the Service, to the law or to how we operate. For a material change we give you at least 30 days' notice by email or in the app before it takes effect; a change required by law or needed for security may take effect sooner, and we tell you as soon as we can. The date at the top shows when the current version was published. If you do not accept a change, you may delete your account before it takes effect, at no cost; using the Service after that date means you accept the change. A change never affects a booking confirmed before it took effect.

22. LIABILITY

22.1 What we are responsible for. We provide the Service with reasonable skill and care. To the extent the law allows, we do not promise that it will be uninterrupted or error-free. We are not the provider of the veterinary services, and we are not responsible for the diagnosis, advice or treatment a Practice or a Vet gives; your remedies for those are against the Practice, and we will help you raise them. This does not exclude our liability for our own failings, including in the checks described in 3.3.

22.2 What we never exclude. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, or for anything else that the law that applies to you does not allow us to limit or exclude.

22.3 Limits. Subject to 22.2 and to section 24, we are liable to you only for loss that is a direct and foreseeable result of our breach of these terms or of our negligence, and our total liability to you for all claims is limited to the total of the prices you paid for Consultations booked through the Service in the 12 months before the event that gave rise to the claim. This limit is a ceiling on what we can owe you, not an amount we owe. It does not apply where the law that applies to you does not allow it.

23. YOUR RESPONSIBILITY TO US

If a third party makes a claim against us because of your content, your breach of these terms or your unlawful use of the Service, you will compensate us for the loss and reasonable costs that claim causes us, to the extent you are responsible for it and the law allows.

24. YOUR STATUTORY RIGHTS IN YOUR COUNTRY

Each clause below applies only if you live in the country or region it names. Where a clause in this section conflicts with another part of these terms, this section prevails.

24.1 European Union. You keep the protection of the mandatory consumer law of the Member State where you live. You have the right of withdrawal in section 10. Where the Service is a digital service under Directive (EU) 2019/770, you also have the legal guarantee of conformity that your national law gives you.

24.2 Australia. Our services, and the Practice's, come with guarantees that cannot be excluded under the Australian Consumer Law, including that they will be provided with due care and skill, will be fit for any purpose you made known, and will be supplied within a reasonable time. For a major failure with a service, you are entitled to cancel your contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have the problem fixed in a reasonable time and, if it is not, to cancel your contract and obtain a refund for the unused portion. Nothing in these terms, including any statement that a price is not refundable and the limits in section 22, excludes, restricts or modifies those guarantees or remedies.

24.3 New Zealand. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, including the guarantees that services will be carried out with reasonable care and skill, will be fit for their purpose and will be completed within a reasonable time. You are a consumer, and these terms do not contract out of that Act.

24.4 United Arab Emirates. Nothing in these terms limits the rights you have as a consumer under Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations, which cannot be waived by agreement.

24.5 Singapore. Nothing in these terms limits your rights under the Consumer Protection (Fair Trading) Act 2003, and any limit on our liability in section 22 applies only to the extent it is reasonable under the Unfair Contract Terms Act 1977.

25. COMPLAINTS, GOVERNING LAW AND COURTS

25.1 Complaints. If you have a complaint, write to us first at support@vetty.app. We answer within a few days and try to resolve every complaint informally. A complaint about the care a Vet gave is for the Practice, and we will pass it on and help you raise it.

25.2 Consumer mediation. If we cannot resolve your complaint, you may refer it, free of charge, to a consumer mediator (médiateur de la consommation) under the French Consumer Code. Our consumer mediator is to be appointed; once it is, we will name it here with its contact details. You must first have written to us at support@vetty.app. Mediation is voluntary: you may still go to court. If you live in the European Union, you may also contact the consumer protection authority or the European Consumer Centre of your country.

25.3 Governing 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. If you live outside France, this choice does not deprive you of the protection of the mandatory laws of the country where you live, including its consumer-protection and data-protection laws, which apply in addition where they cannot be excluded by agreement.

25.4 Courts. You may bring a claim against us in the courts of the country where you live, or in the courts of Pontoise, France. We may bring a claim against you only in the courts of the country where you live.

26. GENERAL

These terms and the Privacy Policy are the whole agreement between you and us about the Service. If any part of them is found invalid, the rest continues to apply. If we do not enforce a right, we may still enforce it later. We may transfer our rights and obligations under these terms to a successor of our business, provided your rights are not reduced, and we will tell you when we do; you may not transfer yours. We are not responsible for a failure caused by something beyond our reasonable control. Communications between us, including these terms, notices and receipts, are made electronically, and electronic records are proof of them. You may ask us for a copy of these terms at any time.

27. 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
Legal notice: https://vetty.app/legal-notice

ANNEX: MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract for a Consultation (section 10).

To: the Practice named below, care of Brahim Ouasti EI, trading as Inumbra Labs (Vetty), support@vetty.app
I hereby give notice that I withdraw from my contract for the provision of the following service:
Practice and Vet:
Date and time of the consultation:
Booked on:
Name of consumer:
Email address of the Vetty account:
Date: